Stores, Video Rental - Blockbuster : several hours late with video returns, zero flexibility with late charges

: Power-Hungry Managers

Blockbuster

From: Tony Salera Email User

Date: Friday, June 08, 2001 02:44 PM You have to love the power-hungry managers at Blockbuster. I'm NOT a regular customer of the store, and now I remember why. I was several hours late returning some games and videos. I was not aware that months earlier, they had changed their return time. Normally, the return times are on the receipts. I did not get a receipt for those games and videos. So, I get a bill in the mail for $17.52 in late charges (remember, they were only 2 hours late).

At first, I thought they charged me for an extra weeks rental on them, but it was not. I called the manager, explained the situation, and there was nothing but silence on the other end. I don't think I was talking too fast for her, and I know I wasn't using big words. I politely asked her if they could waive these charges, since I was not aware of the new time, and since it was only a few hours. The "manager-of-the-year" seemed shocked that I would even suggest such a thing. So I said, "Fine. I'll send a check for $17.52, along with my membership card. Please cancel my membership." Again, silence on the other end, and she eventually responded with, "Uh...alright." It would've been a nice PR move to just waive the fee, since they would've made more than $17.52 with my return visits. I'm glad Hollywood Video is nearby. Their employees know that customer service is important.