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jbw695
April 13, 2010
Online Rental Policy
I was a member of Blockbuster Online and started with unlimited rentals and the format was Blu Ray. I changed my subscription to 2 per month later on.
My first problem was the time it took to get a movie. It took a couple of days longer to get a movie versus Netflix.
Second on one occasion the next movie on my queue was available as it was just being released and they sent me a different movie. They then said that I had to change my queue format to say I would wait a couple of days to get the movie next on my list.
Third and the reason I am writing this complaint is that they sent me a movie in DVD format instead of Blu Ray and it was available in Blu Ray. When I said they sent me the wrong movie they sent me another one and it was still in the DVD format. I complained and was told that I had to change my preference to Blu Ray. It already was in Blu Ray. I sent the movie back immediately. The real problem just began. As I said I only have 2 rentals per month. The wrong movie was sent in February but the replacement movie to fix the wrong movie was sent in March. When I asked when my second movie was going to be shipped I was told I had already received two movies in March. I wrote back and explained that one movie was there fault as they shipped the wrong format of the movie twice and that it should not count as a second movie as the original movie was for the month before. They wrote back that a wrong movie counts as a rental.
I sent three emails all stating I was going to cancel my account, call my credit card company and post a complaint if they did not fix this and all three times they did not care and said a second movie was not going to be sent. The last email asked them to forward my email or complaint to someone who could fix this. That was never done and I received no repsonse at all. So here I am account closed, credit card called and posting this complaint.
The best I received was an e-certificate to a store but they closed all their stores in my area and withing 75 miles three or four years ago so that did nothing for me.
Do not use the Blockbuster online service. I should have looked up complaints prior to switching from Netflix to save a few dollars as the past 10 months have been one problem after another.
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Gopple
February 10, 2010
This company certainly knows how to work you over
This company certainly knows how to work you over and obtain maximum revenue at consumer loss! A few years ago they had a $19.99 plan that allowed 3 discs at a time with UNLIMITED in store exchanges. They since changed that plan to allow only FIVE exchanges per month unless you want to pay them almost DOUBLE at nearly $40 for unlimited. Just two days ago I found out they changed their plan AGAIN. Now you can NOT exchange movies in store for free or the reduced $1.99 AND have movies sent from online too. Your in store rentals count as your rentals too so you have to return them first. They say "this great new feature lets you keep the movies as long as you want"...yea from a company that ALREADY markets no late fees..so what's the new benefit? Nothing. Basically it is forcing people who want to obtain online rentals rapidly to return their in store rentals at a MUCH faster rate and not keep them forever or otherwise...suffer by getting a whole lot less each month through the mail. So Blockbuster wins either way...you pay extra for getting less movies every month or have to return them faster so they can rent them out in store at a faster rate and make even more money. Quite the little scam huh? Try Netflix! I'm going to!
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nyscilla
December 10, 2009
Horrible service and rip-off
I joined BB Online because I like the idea of in store exchanges. During my free two week trial, I got the wrong movie twice and had blockbuster ship and receive one movie the same day(??). I was already disappointed but decided to give it 3 months because the in-store exchanges were great. Well after 1 month of continued problems (damaged discs and continued wrong movies) I was still on plan to give BB 3 months. Then they double billed me for December. After 20+ minutes on a phone with a rude, difficult to understand customer service rep (who also refused to let me speak to a supervisor) I canceled the account. The day before my account was actually supposed to be billed. No surprise BB has failed to refund my charge. I have sent several e-mails (I can't deal with spending another twenty minutes talking to one of their inept CS reps), obtained reference numbers and been promised a reply within 24 hours. Not heard a single thing. Do NOT deal with Blockbuster you WILL be disappointed and likely ripped off.
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Ed
August 5, 2009
Scam charges
I accidentally returned a rental PS3 game from Blockbuster to Blockbuster Online instead of the movie I had received from them. When they sent the e-mail saying they received it, I right away e-mailed them back to let them know about the error and asked them to return the game to either me or the store. I was told that it was very slim that I would get it back due to large volumn turnover. I have now been charged 60.00 by the local blockbuster for not returning the game even though I told them what I had done and they have not returned the game to me. What racket!!! i have cancelled my account and will never spend another penny in their store and will make sure to tell as many people as i can what rip off Blockbuser is!!!
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Sam
March 29, 2009
Change online policy
I just noticed on 3/27/09 that they had not sent me my second online movie so decided to email them. They told me that as long as I had a movie from the store that they would not send me a new movie until I returned the one I had from the store. I check what it said on my account profile and it said unlimited access two movies at a time in store and online. I was upset so the next day I called the store where I rent my movies and asked her if she could give me corporates phone number she said she might be able to help me. I asked her when they had changed the online policy she said it had changed three weeks ago and she said that they had emailed everyone with this information and I did mention to her that I never received that email. I just thought that I might have accidently deleted it, but now that I have been reading about how other customers where not notified them . I do hope that someone starts a class action lawsuit against them.
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Richard
March 13, 2009
Misrepresentation of services/change of cortract without prior notification
After 3 years of being a loyal customer, this business changed a prior agreement, stopped sending me 3 movies at a time as promised.Complaints directly to Blockbuster were not satisfied.
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J Messina
March 8, 2009
change without notice of in-store exchanges
Blockbuster changed their in-store rental policy without notifying their customers. Instead of getting your next rental in your online que when you took your mailer into one of their stores for an in-store rental (which we pay extra for) they decided that now those in-store rentals counted as part of your online rental que! The only benefit of this was to keep our in-store rentals as long as we wanted, which cheats us out of the extra rentals we paid for, and gives us less rentals. I don't believe any customer in their right mind would want this. I complained, but the same corporate response was given over and over. I finally canceled my account. I encourage all Blockbuster online customers who are outraged at this change to cancel their accounts and tell them why in the email. Their pocketbooks are the only thing they'll listen to, because it sure isn't their customers.
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stjohn83
February 15, 2009
BREACH OF CONTRACT
I PURCHASED A GIFT SUBSCRIPTION FOR MY MOM 11-28-2008 FOR
4129.53 WHICH IS TO COVER THE MAX MOVIES 3 AT A TIME FOR 6 MOS. MY MOM HAD MANY REPEATED PROBLEMS WITH BLOCKBUSTERS SERVICE THE FIRST 30 DAYS AND CANCELLED THE GIFT SUBSCRIPTION. THERE ARE 5 MOS REMAINING. AFTER SPEAKING WITH MORE THAN 6 BLOCKBUSTER EMPLOYEES THEY REFUSE TO NOT ONLY REFUND MY CREDIT CARD FOR THE UNUSED PORTION, BUT THEY WON'T EVEN CREDIT MY BLOCKBUSTER ONLINE ACCOUNT. I WAS TOLD BY ALL EMPLOYEES THEY ARE KEEPING THE 5 MOS OF UNUSED SERVICE AND NOT PROVIDING ANY SERVICE. THAT IS THEFT AND CLEARLY THEY ARE CROOKS.
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Corgilady
January 19, 2009
charge for movie
Just found this site. I was recently charged $21.34 for a rental movie from Blockbuster that they say was never returned. My contract states that I will receive the next movie once the previous movie has been returned. Well, I did receive the next movie so what does that tell me!! I have called customer service 2 times now and am getting no where. The reps don't seem to know a lot. The guy from 2 weeks ago never did follow thru with my complaint! The movie in question was sent back in November and the next movie received in December. Since then I have cancelled my account. I will not use Blockbuster again! I have a confirmation number now but I really don't expect to get any help or have my $21.34 refunded after seeing all the complaints for this company. Will go back to Netflix.
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Blockbuster User
December 17, 2008
Inability to deliver service
I thought I would share something that has happened twice with Blockbuster online in the last 2 years and something that Blockbuster seems ill equipped to fix. If you attempt to rent a movie from Blockbuster's online service that has an identical name as another (unrelated) title you will run the risk of getting the wrong movie. Blockbuster will not acknowledge that this is a problem. I will offer two examples.
1) Over a year ago I attempted to rent online "Running Scared" a Billy Crystal movie from the 1980s. (Yes, I know it is a terrible movie.) Anyway, Blockbuster sent me the wrong movie. They sent "Running Scared" a totally unrelated movie from 2006. I reported the issue and asked for the movie to be resent. Again, I received the unrelated 2006 movie. Numerous emails could not resolve this issue and I received the wrong version something like 5 times in a row. Finally I gave up. Each time "Running Scared" was labeled to reflect that it was the 1980s version but each time it was actually the 2006 version. I never did receive the correct movie.
2) More recently I tried to get "The Omen" (1976 version) on Blu-Ray disc. Instead I was sent "The Omen" 2006 version on Blu-Ray disc. I reported the issue and this time made the decision to be stubborn and keep reporting the issue until Blockbuster got the movie right. Well, the joke was on me. Blockbuster has now sent me the 2006 version 18 times (!!!) in a row instead of the 1976 version that I originally asked for. This has been going on for months. I have sent scans of the wrong discs, I have called, I have emailed - I even stopped returning the wrong version discs suspecting Blockbuster was sending me the same movie over and over. (I must have 10 incorrect copies at home)
Blockbuster will not fix the problem. (And curiously, they seem to be unaware they are not getting the old movies back) Each time I call or email they will apologize, assure me they are fixing the issue and sometimes even offer some coupon as compensation. What they unable or unwilling to do is actually fix the problem. No attempt at escalation has yielded anyone but a useless support person. I even tried to request the 2006 version a couple of times (even though I now have so many at home) hoping to receive the 1976 version.
I intend to keep trying to get the correct version of "The Omen" on Blu-Ray. At this point it is more about me being stubborn and holding them accountable for delivering the service I pay for than actually wanting the movie. (I must be bored)
Anyway, I thought I would share this story with others as something to think about when trying to decide between Blockbuster Online or Netflix.
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