Complaint Review: HOLLYWOOD VIDEO STORE #495 - UNION CITY Georgia

Hollywood video was sued in a class action suit regaurding late fees and lost movie charges. As a result they are giving away free rentals to anyone who has been charged late fees or has been charged for a movie the store claims was lost. To request the free movie vouchers just go to the hollywood video site and look for the information on the class action suit.

I worked for Hollywood for Three years as a shift manager. These types of situations happened all the time. Its bound to happen when you have a few employee checking in thousands of movies a day and checking out customers at the same time. However, I just wanted to add that I know how the computer system in the stores works. If a movie was found on the shelf not checked in and is brought up by a customer to check out a special box pops up on the screen and says that the movie had not been retured. The manager must come over type in his or her password and the movie is checked in without a few credited to the original persons account. What most likely happened, and i encounterd this with the people i worked with, is that the cashier didnt want to wait for the manager to come over type in their code. I have seen people just move over to the regualr check-in station and check it in as normal to save time. Its horrible and cause needless disputes when the situation would have been fixed if the cashier had followed procedure and called over the manager.

I do not know what explanation you recived when you disputed your fees. But when and I did work for Hollywood Video your story was not either common or uncommon. It is not the computer but an employee. See, can you imagine scanning thousands of videos a day. And oops, one got missed did not beep and went back on the floor. Maybe it was a return from a different store and the employee was trying to get their job done? But the excuse that another customer went to rent it and it was considered late is incorrect. You need to speak with the manager of the location that you visit, if unheard speak to the district manager and i asure you your problems will be resolved. Humans make errors. it is a fact of life, and I know from experience Hollywood puts customers first.

As a member of the management team of a local Hollywood Video store, I was quite concerned to even FIND a Rip-off Report regarding one of our locations.

Granted, I work in a different region of the country, but I assure you that we do our best to assure that EVERY customer is a happy customer.

Unfortunately, mistakes do indeed happen... be it due to employee error or technical problems. On these rare occasions, our staff has been directed to bend over backwards to correct the situation in a timely fashion & make every effort to accomodate the customer at the store level.
In most cases speaking directly with the store director is the fastest way to have your issues resolved.

If for any reason you're not satisfied with the outcome, I would urge you to contact Hollywood Entertainment Customer Relations... contact info is listed below. (And if you're particularly happy with service you've received at one of our stores, they'd love to hear about that as well!)

E-mail: [email protected]
Phone: 1-8SPEAK-TO-US (1-877-325-8687)