• Report:  #25368

Complaint Review: Blockbuster Video - Kihei Hawaii

Reported By:
- Kihei, HI,

Blockbuster Video
Aloha Center Kihei, 96753 Hawaii, U.S.A.
Tell us has your experience with this business or person been good? What's this?
When the "Beautiful Mind" DVD rented from Blockbuster started playing it went blank every for 10 seconds, video returned 10 seconds then blank again. It's a 2 disc set and the other disk played fine. It was a defective movie disk.

I returned it expecting a thank you for bringing it to their attention and an apology for the inconvenience. Instead "Ben" told me it was 3 hours late and I would have to pay the late charge. I protested of course. I didn't agree to rent a defective video. When it didn't work the deal was off. Why hurry to bring it back by high noon? Was it perishable? Would they rent it out right away to someone else?

Finally "Ben" told me if I didn't like it I could talk to the manager, "Tom". Tom was cowering behind a rack, arranging video covers, just 10 feet away and listening to the whole conversation. When I walked around to talk to him he never stood up or even looked my way. He kept arranging covers. He did say the DVD was late so there was a late fee. It didn't matter that it was defective!

This is just bad management.

'll never do business with Blockbuster again. I'll discourage anyone else too. It would have cost them nothing to waive the late fee on the defective disk. Now they lost a customer for life.


Kihei, Hawaii

1 Updates & Rebuttals


defective tapes

#2UPDATE EX-employee responds

Sun, November 03, 2002

I have worked for Blockbuster and have found that it is very disconcerting for both the employee as well as the customer when defective tapes occur. While I understand that it is no fun to have a defective tape, it is still the responsibility of the renter to return the item on time regardless if it works or not. That it the agreement that has been made upon renting the item. While we are more than happy to replace your item with another copy of the same title, it is not our responsibility to also take care of your late fee. If the tape had been watchable and returned late, you would still be charged a late fee. So, for future reference, if an item is defective, call the store as soon as you are aware and they can note your acct. Also, be sure to bring the tape back in at your earliest convenienve BEFORE it is due.

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