- Report: #13216
Complaint Review: Blockbuster Video - Nationwide
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Why?
Blockbuster Video
Nationwide, U.S.A.
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Blockbuster video's return date-time instructions are intentionally misleading. Here's why I say this:
If I rent something at 11 pm for one day, I expect to return it the following day, not an hour later. Pretty obvious, right? If I rent something for two days, I expect to return it two days later. If I'm told that I have a "2-day rental" but I can return it by noon on the third day, I expect to return it three days later. So, if I rent a video at 11 pm Friday night, I kind of assume the first day is Saturday, the second day is Sunday, and the third day is Monday. However, according to BBV, the first day is Friday, the second day is Saturday, and the third day is Monday. Trust me, I'm not the only person who gets confused by this.
I just left Blockbuster. While on line I overheard a customer asking the clerk about a late fee. He was certain that he had returned the video on time, and indicated that a girl working at the store had told him what day it was due. The clerk proceeded to explain to the customer why he was wrong.
When my turn came, I told the clerk that Blockbuster's due date policy was misleading. The clerk explained to me that it wasn't misleading, and I was wrong. I told him that I hoped if enough customers complained, BB might change its policy. He said that if that if we kept complaining, BB would make the return policy more restrictive. I suggested that there were other video stores around. After I paid, the clerk gave me my videos, told me they were due Friday, and said he hoped that wasn't too misleading. Jerk.
Any business should have a complaint box or complaint forms for customers to fill out. The fact that BB does not have a way to deal with complaints implies they do not care.
Why, you ask, would BBV intentionally confuse its customers? Because they make a FORTUNE on late fees. If they can trick their loyal customers into being a few hours late, they double the charge for that rental. Since many people are too busy to comlain or keep track of their charges, BBV rakes in the dough.
To summarize:
1. BBV employees appear to be trained to believe the customer is always wrong.
2. BBV intentionally misleads customers by defining day one as the day of rental, regardless of the time of rental.
3. BBV sux for lots of other reasons, too (not letting us borrow the DVD jackets, crappy selection, long lines, poor register coverage, not allowing free DVD rentals as part of the favorites program)
4. If BBV keeps this up, they should start going out of business soon. I hope.
I am protesting the most effective way I know. By cancelling my BBV membership and going to the local video store from now on. Netflix.com also looks like a much better deal.
Hey, I went home, and I'm happy!
JPS
Click here to read other Rip-off Reports on Blockbuster
If I rent something at 11 pm for one day, I expect to return it the following day, not an hour later. Pretty obvious, right? If I rent something for two days, I expect to return it two days later. If I'm told that I have a "2-day rental" but I can return it by noon on the third day, I expect to return it three days later. So, if I rent a video at 11 pm Friday night, I kind of assume the first day is Saturday, the second day is Sunday, and the third day is Monday. However, according to BBV, the first day is Friday, the second day is Saturday, and the third day is Monday. Trust me, I'm not the only person who gets confused by this.
I just left Blockbuster. While on line I overheard a customer asking the clerk about a late fee. He was certain that he had returned the video on time, and indicated that a girl working at the store had told him what day it was due. The clerk proceeded to explain to the customer why he was wrong.
When my turn came, I told the clerk that Blockbuster's due date policy was misleading. The clerk explained to me that it wasn't misleading, and I was wrong. I told him that I hoped if enough customers complained, BB might change its policy. He said that if that if we kept complaining, BB would make the return policy more restrictive. I suggested that there were other video stores around. After I paid, the clerk gave me my videos, told me they were due Friday, and said he hoped that wasn't too misleading. Jerk.
Any business should have a complaint box or complaint forms for customers to fill out. The fact that BB does not have a way to deal with complaints implies they do not care.
Why, you ask, would BBV intentionally confuse its customers? Because they make a FORTUNE on late fees. If they can trick their loyal customers into being a few hours late, they double the charge for that rental. Since many people are too busy to comlain or keep track of their charges, BBV rakes in the dough.
To summarize:
1. BBV employees appear to be trained to believe the customer is always wrong.
2. BBV intentionally misleads customers by defining day one as the day of rental, regardless of the time of rental.
3. BBV sux for lots of other reasons, too (not letting us borrow the DVD jackets, crappy selection, long lines, poor register coverage, not allowing free DVD rentals as part of the favorites program)
4. If BBV keeps this up, they should start going out of business soon. I hope.
I am protesting the most effective way I know. By cancelling my BBV membership and going to the local video store from now on. Netflix.com also looks like a much better deal.
Hey, I went home, and I'm happy!
JPS
Click here to read other Rip-off Reports on Blockbuster
2 Updates & Rebuttals
Michael
Charlotte,North Carolina,
I agree.
#2Consumer Comment
Sat, March 09, 2002
I agree with the person who works at Blockbuster....I havenever ASSUMED that I had an extra day just because I made a rental late at night, here is why....how often do people go to a video store to rent something for later, not very...you go to the store when you want to watch something. Seems to me that you cant be happy with Blockbuster. I dont like Blockbuster and I dont rent from them, but not because of the way their business is run, but because they dont have a large selection of many films I want to see....sure they might have 400 copies of Pearl Harbor, but when I want to see Millers Crossing, I have to find my local store.
Blockbuster
Somewhere,Pennsylvania,
your complaints have been addressed
#3UPDATE Employee
Fri, March 01, 2002
OK i will address your complaints as you have made them.
let me start by saying never assume anything. that is where most of these problems started from. if you have any questions you should ask someone.
there is a form that every store is supposed to have for complaints or suggestions. if they are not displayed for customers to take you should ask the store manager for one. trust me when i say they DO read those cards! I ask one thing from you though- don't take a card from one store and fill it out in reference to another store. every store has its own cards with it's store # on it.
BB does make a good percentage <~75> of its profits from EVFs
