Blockbuster
Reviews and Complaints

The last time i rented there was 8 months ago and never again.I was a costumer there for over 10 years and speading about 20 to 60 dollars a month. I rented a movie and when i got home i went to take the dvd out of the case and noticed a crack in the middle of the dvd, So i called right away expecting they were going to say bring it back and get another, what they did say was that i did it and to bring it back right away and pay $27.00 for it, so now they loose in the long run because i will never step in another one again.

Man what a coincidence almost the exact same thing happened to me. I returned two movies and a week later receive a phone call telling me I still have one out. I went to the BB and the low life clerk informs me that I put the wrong movie in the box. This so called “wrong” movie is one that I have never rented. I figured the clerks mixed up the discs when they were checking them in. I asked to speak to the manager (next day) and all hell broke loose. I didn’t drop any f-bombs and tried to keep civil with maybe dam or a parting “bite-me” directed at the manager as I was told to leave the store.
I don’t think they have my CC on file but if they do try and charge me, I will dispute it as unauthorized and enforce a block.
I will never ever enter a Block-Buster store again. My friends, family, and numerous other acquaintances now have reserved thoughts about doing business with Block buster. I was a regular customer; renting two or three movies a week; not any more…
May they all rot in hell! Redbox..Netflix…and the internet now have my business.

Good for you. I stopped going to Blockbuster five years ago for this very reason. I was also accused of failing to return a movie that I knew I returned. Like you, I probably spent about $20/month or about $240/year on movie rentals (that's just me). Since that point my wife doesn't rent from them, my parents don't rent from them. It's amazing to throw money away when you can look at the customer's great purchasing history and forgive a DVD charge in exchange for years of loyalty. I don't get it either. There should be a fault tolerance for one lost DVD every 200 rentals per customer. More than that, something is going on, so charge for the DVD. Other than that, the loss is minimal compared to the gains in customer loyalty.

Your wrong a late fee is a daily fee. A restocking fee is a 1.25 for each item kept at least 17 days past the due date of the movie. Nice try maybe you should return your stuff on time.

I walked into the camp bowie and bryant irving location in Fort Worth, Texas
76116 too return a movie. The Csr was scanning a cart of movies and I walked up and asked her to please check in this movie . She heavily set down scanner and walked to other register to scan in my movie that she slammed on counter and then turned her back, sat it on counter and walked back to what she was doing that I interrupted her at the first time. She never said thank you or anything. I asked what her name was and told Her to have a great day and I hoped that she had a better day. She told me her name was ally but, unsure of proper spelling because she had no name tag on. First I don't understand the switching of registers and display of her attitude when all she had to do was reach out, take my movie and scan it in since she was standing in front of register already scanning in movies, it would have required her not to move at all and there was no one else up front to give it too, And, the only reason I bothered her with it was because I live across town and that location was the only one that had The movie Coal miners daughter. Her actions were completely out of line, this person has no respect for others period. I don't feel like being insulted with any apology, there is no excuse for this. I do expect this employee to be corrected for this matter and compensation for driving across town to spend money at your store just to get a bad attitude for returning your product on time. Please respond within 48 hours as I have spent money at blockbuster since 1987. Thank you

They promised Blu-Ray DVD 's but did not send them and refused any type of refund.

I had a bad experience at a Blockbuster store, where I went into a store that I found on the Store Locator of blockbuster.com. I went into the store and to my surprise it was CLOSING and according to the clerk had been closing for almost a month. He wasn't sure why they were still listed on the blockbuster.com web site as an active rentable store, but he had no movies to rent and could only offer me the ability to buy his shelves or wall hardware.

So I filed a BBB complaint. Well Blockbuster replied and said they would fix the web site problem and send me 2 e-coupons for free movie rentals at a different store location. Then they dropped off the face of the earth for 3 months. Well I kept asking the BBB what they could do to help because I hadn't received the coupons. It took the BBB over 30 days to REPLY to my request for help. And their response was to tell me that they had administratively reviewed my complaint and the complaint was closed in favor of the business. No reason, no explanation, no comment about not being sent the coupons. Nothing.

So I filed a complaint with the Council of Better Business Bureaus which oversees activities of the individual BBBs. The CBBB got a response to my complaint after almost a month. They said:

"I apologize for the delay in answering this complaint. This complaint was actually reviewed and a response was sent to the customer. Our explanation upon closure was not expansive and more details are as below.

The customer alleges that the company has provided poor service in that a store the customer attempted to visit was closing, and that the company later failed to follow up on a promise to send 2 e-coupons.

Blockbuster, Inc has been in Chapter 11 and their normal operations have been altered. The trustees for the company sold the majority of the assets to Dish Network effective 4/26/11. The proceeds of the sale of assets were then used to pay the outstanding liabilities of Blockbuster, Inc. The customer was promised gift cards/coupons from Blockbuster, Inc (“old company”) on or about 3/15/11. Technically, this is considered an obligation of Blockbuster, Inc, and not Blockbuster, a division of Dish Network (“the new company”). Therefore, the new company has no legal liability to honor this promise or any coupons.

The customer's original complaint was one of inconvenience due to a store not being open for regular business. While the company did make the promise to provide coupons, there were a result the customer complaining of this initial issue of not being able to rent movies from a store that was being closed down, as a result of the bankruptcy wind up. The customer may not have realized that the company was in bankruptcy, or that many things change or are affected due to bankruptcy laws.

Since the end of April 2011, we have ascertained that Dish Network was the winning bidder of the assets, that the Denver BBB office does not wish to assume the "new company" complaints at this time, that the cut off for honoring coupons/gift cards was 4/7/11, and have concluded that old Blockbuster did give adequate notice on this action. We have established a new BID for the "new company" and have cancelled the Accreditation of the "old company".

Lee, Denver BBB"

The information presented by the poster is completely false. Now in no way am I defend Blockbuster even though I am an employee of the company. Based on what the poster said, there is no way possible for them to be charged for movies on a credit card that they used in the store to make a purchase. If that was possible, then Blockbuster would be hit with all kinds of lawsuits. Think about this scenario, you and friend decide to rent movies for the weekend. You have an account but you're friend doesn't, you both find your selections and proceed to check them out. At the register you realize the you have forgotten your money and your friend covers the charges with their credit or debit card. The weekend passes and you remember that the movies are still at your house and should have been returned days ago, you suddenly get a phone call from your friend saying that Blockbuster has charged them over $30 dollars for late movies and caused them to overdraft their account. Your friend isn't a member of Blockbuster but yet Blockbuster is charging them for movies rented on an Blockbuster account. Do you see all the legal ramifications that would ensue if the company worked like that. The only time a member is asked to update their credit information is when they have a Movie Pass, which is a monthly program that is automatically charged to their credit or debit card, and the card of file is coming close to expiration. The computer system gives 2 prompts that all CSR's follow. The first ask if the card belongs to the primary account holder and the second asks if the customer would like to update the information on file with the new credit card information. If the customer says yes, then it would be changed, if they say no, then we can not change it. That is the only time when a customer card that was swiped would be asked to be placed onto the account. No doubt Blockbuster has its problems, but making up lies about things that could never happen is just frivolous.

Sorry but you get 9-14 days to have a movie out without any fees or charges. People severely take advantage of that. If this is such a major issue I suggest renting from redbox...but wait, you must have a credit card to rent from them and only get TWO days to watch the movie before you are charged the full selling price of the movie. Or maybe you should do online rentals...wait you need a credit card there too. Maybe if people brought their movies back in the GENEROUS alotted time these problem wouldn't exist. Not to mention if for some reason you were too lazy to return your movies after two weeks...your money gets refunded to you less a $1.25 restocking fee. Most other movie stores charge you per day. So have fun paying 99cent per day for your movies you only get for like two days anyways =)

I can tell you that I have spoken with various managers and employees of the BB chain. And they are very unhappy with the things BB is putting their customers through. They get to hear the complaints, but when they pass them up the line, no action is taken.

BBs selection in the Family Favorites is a wasteland of missing DVDs. These are meant to be the Rewards in the Rewards programs, as in you rent M-W, you get a Family Favorite for free. What you discover is that even though BB SOLD these to customers by auto-charging their credit card, they will NOT replace them.

The coordination between store and Corp HQ is so bad that I've seen missing DVDs (with thte little posterboard still there) in the same place for over a YEAR at a time. And this isn't one or two. I'm talking about hundreds of DVDs already auto-charged and never replaced.

The selection gets crappier and crappier along with the policies. I get the impression that some posters think it's okay for BB to take ANY credit card that you've used with BB in the history of your life, and rack it up with charges, even if it's NOT the card you used to secure the account -- and NOT the card you used to pay for your rental that incurred the policies.

If so, go float your boat in another pond.

Some families have more than one account. One with almost no money in it used for a specific purpose only (like entertainment), and one with a larger buffer, used for household expenses and bills. Just because we decide to use a two-card/account system instead of a single card system does NOT make it ok for BB to MUCK AROUND WITH OUR CREDIT CARD NUMBERS.

I disagree with you. A lot has changed since 1987. They're doing it for security purposes. Many people rent movies without returning them. What are they to do? They have to protect themselves too you know.

A Credit Card is only required if you
A. Rent more than 3 movies or have 3 or more movies out at a time
B.Movies auto sale to your account continuously
c. If your renting a PS3 x360 or WII game.

What you missed is that BB will wrongly take your credit card number from your most recent swipe INSTEAD of the one you used to SECURE the account. In what country would this be possible? Oh, yes, only the United States, where Corporations have all of the priviledges of a human being, but none of the accountability.

Fuchi, you speak the truth. This is why customers/employees need to verify the account is up to date because Blockbuster will try to remind the customer about their late rentals. And as for credit cards, just about every online or in-store membership program out there requires a credit card on file to sign up so I don't see why Blockbuster is at fault for doing the same. It's the only way to ensure rentals will come back, and why should one customer expect special treatment when everybody else needs to follow the rules. I myself have received a few restocking fees (returns after the grace period) in the past, but I realize that's my responsibility to return the rentals on time and not Blockbuster's. And not every store may have the same rental policy so ask the clerk/manager if you have any questions when checking out. The website says it can change anytime without notice (just like any other policy out there).

That said, in-store customer service is not the same from store to store which is unfortunate and hard to control. Some stores have better managers than other and they know the right people to acquire/relinquish. I guess I'm lucky the Blockbuster near me has a good staff on board. The manger is very polite and informative and the employees under him are helpful as well. They have, for the most part, been upfront about any changes in the store that might affect me and my renting habits.

I believe the rental policy has changed again so that's something I need to inquire about on my next visit...

im so sick of customers thinking that employees have to hold their hands in every little thing that they do. first off, if you felt uncomfortable putting your debit or credit card on the account, then you shouldn't have signed up. second, blockbuster gives you 2 weeks to return your movie or movies at no extra charge whereas back in the day it would have been a fee for every day it is late. so be lucky you got a credit back from the movies. also, blockbuster's card machine does not even work in that manner, so i have no idea where you got that nonsense. if you knew you were going to be that busy, you should have put a memo or alarm of some sort on your phone or a sticky note on the fridge or something to remind yourself to return the movies (you remember to pay your bills don't you?). The phone calls and letters that you say you did not receive from blockbuster are a COURTESY. They aren't REQUIRED to do anything. they do these reminders so they DON'T have to charge you. So if you dont update your own info on a regular basis then you are still at fault for you not receiving your own COURTESY REMINDERS. TAKE YOUR MOVIES BACK ON TIME AND YOU WILL NEVER HAVE A CHARGE, [censored]!

Maybe the problem isn't the gum, maybe you got to brush your nasty teeth, ###

Its just politics in any company. Be glad that they are doing something, some places do nothing. Keep calling, I am sure in time they will figure something out.

I'm writing to dispute charges that have been assessed to my credit card from Blockbusters. After trying to rent a movie tonight, I was informed that I had movies that were 20 days late, but I thought that it was fine as per their policy of no late fees or just a re-stoking fee. To my dismay, I was informed that the movies were mine & that they had been charged to my credit card. The employee told me that the policy had been changed and it is on every receipt. She also indicated that I must have been informed of the changes by any employee at the store because they are required to do so. Since, I did not want to delay the line I agree to settling the issue with the manager tomorrow. But, what really revealed the dishonest practices of this company was the fact that during Transformers movie promotion, of four free rental movies, I purchased the movie, I used two of my free rentals. Tonight I found out that they cannot honor my remaining free movies because I did not use them whiting the release time. No one at the store advised me of the time frame, the only thing they were concerned with was to sell me the movie. This is an outrage!
To begin with, if the company wants to convey to the public their policy changes such as the no late fees, they must advertise them the same way they do to lure costumers in, send e-mails, and in addition to train every employee to ensure that all costumers are informed of the changes, post large visible signs at the stores with the changes. I realize that we are going through tough times, but for crying out loud do not bite the hand that feeds you. And if Blockbusters wants to remain competitive in the movie rental business, they better be transparent and honest.

You sure its your son thats special needs?

I had notified Blockbuster.com that I wanted to cancel my subscription to DVD's through the mail, they replied by saying that I have to return any DVD's that I have by a certain date, and I did just that. I then find out that they are charging me 21.93 each for two DVD's that I sent back. They even asked me for a review of the movies. I notified American Express about this situation and they wrote to Blockbuster and Blockbuster did not answer them, (they knew they were wrong) so American Express credited my account for a total of 43.00 and change. I always use American Express and I advise you all to do the same. Bye Bye for now.

I just overlooked my credit card statement and realized that blockbuster.com charged me a total of 4 months. 2 charges for $10.86, and 2 in the amount of $21.74.
I have already disputed the charges on my account. Luckily I caught it in time.
Now I have a brother that is autistic and my dad overlooks his account but missed this. And its now 1/23/2017, and hes been getting billed monthly since 2017.
He does not even have access to a PC, and I know myself I have never signed up with them.

Yesterday I noticed a charge on my bankstatement from Blockbuster.com. I've never had any dealings on-line with Blockbuster. The last time I visted one of their stores was June 2017. I have no way of finding out what the charges are for.

I'm not completely agree with the complaint - for me shipping is usually pretty fast with very few exceptions and customer service phone call waiting time was always from moderate to short when I called them. But the rest of the article is spot on! Exactly same experience here - that policy change is (if it is the way it appears to be) ###ic. If I complain about scratched disc - more "unusual problems" will be attributed to my account and I would not get replacement faster anyway. If I do not report - other customers will get the same disc and will be dissatisfied too. Great "cost saving" will translate in customers being lost, unless competitors are the same way too.
The truth actually seems to be a bit different. I just called them and all the crap about account is just wrong web site message. They told me that there was recent policy change to send replacement only after they get scratched disc back. So number of bad disc reports by particular customer has nothing to do with it. It is just an attempt to save costs by sending less movies. And I didn't see any notifications about this change.
I've read that now when unemployment is high they (BB) see growing customer base and business is good. This matches my experience of gradual customer squeezing/policy tightening in the last 3 months. Probably they do not look ahead far enough and we will see all policies back and crazy level of ads as soon as they see loosing customers. I consider abandoning them for one more reason - about 50% of movies are marked "long wait" which means in reality that it is impossible to get them - I'm following status change on these and it stays the same for 4 months and counting. And if you try to get "in line" by moving the disc to the beginning of the queue you'll get 2-3 days longer delay before next movie is shipped, but you wouldn't get the desired movie anyway. Could that be that they are trying to appear having competitive selection without actually having it?

Always got to play the race card. BS. You dont know what your talking about. You need to have a credit card on your account to rent games. Yes you have the game pass but it is also required to be on your blockbuster account. How was the advertising discriminating?

You are the reasons people have bad days. When you as a customer complains and freak out and think you are better then everyone, you upset everyone involved. I find it strange you filed a complaint even though in this case you got a free game. I think you are clueless and didn't understand the situation but hopefully next time you'll stay more calm and try to understand things better.

Oh brother, riiiiiiiiight

shut the f#ck up you whiner! I go to that Blockbuster all the time and no one there is discriminatory. You took somthng the wrong way and threw the race card like a feeble minded ### that you are. Not everyone in the world is racist like you say.

I dunno I think it needs to be seen that a lot of bluckbuster tends to not train properly and the person you spoke to may not have known entierly what to do, I do know for a fact the RCMP does not have all knowledge and for anything close to pawning such as trading in something for money needs to run through the cities rules and in North Vancouver area the RCMP needs to be faxed every day incase of stolen product. I have seen the screens before at blockbuster and to be frank they actually wont let you do anything without the full info, its rather silly in this case I believe it is a blockbuster problem and not the perosn who served you. Remember unless you have worked for the company try not to blow things out of porportion. That store has a lot of issues and many staff there are nice enough, but on a bad day they may rush to get things done and phrase things wrong ect. Also I have a tendency to not believe all complaints as I have worked many retail jobs...sadly many people perceive things differently, what to you was offensive may have been harmless to her. I also need to ask how you really responded to her question? Are you entierly sure you were ok with it? did you get mad and say things you didnt mean or remember?

Sorry I ask this because if the weight thing is such an issue to your wife, that response does not seem to make sense, exspecially if you never really outright siad "I dont feel comfortable are you able to bypass that?" I have heard to many complaints where people say they reacted kindly and then found out they spazzed. Always put yourself in thier shoes if you would feel bad if you were them dont say it, but that also goes for the employee...how much of your complaint is true? I havent seen many customers who go there treat many employees with any amount of respect. Also dont take this offensivly this is merely an inquiry because if thats is entierly true why havent you told a manager?

signed up for blockbuster online account. got first dvd in 2 days, then. . .second movie came, was returned and SAME move sent for 3d rental. things then slowed down as to wait time for dvds.

closed account yet was billed for it 3 months, had to cancel my bank card because blockbuster could not figure out why i was still being charged for a service i had cancelled

no one could help, the store, online email, or 800 customer service line.

Blockbuster is now charging customers that return movies over 10 days the entire sales price of the movie without notification. I received a collection letter from them and was confused because I had no movies in my possession. I called the store thinking it was an error and they explained even though I returned the movies they were still charging me the full price of the movie because I returned them over the 10 day period. If I came to the store to pay then they would give me the movies. I have two concerns over this practice.

1. If I had not called my local blockbuster and received the information I would have just paid the collection office. What then happens to the movies since I no longer have them in my possession? It is not stated in the collection letter what the collection is for besides the address of the Blockbuster Store. The only telephone number listed on the letter is for the collection agency.

2. My second concern is that this was the first notification I received regarding the movies I had already returned a min of 30 days ago. That means I didnt even have movies in my possession that I evidently own. Even though I havent paid they would put this on my credit report i assume so I should have at least been notified to pick up the movies an make the payment sooner than this late date.

I think this is a major disservice to consumers already struggling in a poor economy. I will personally never rent from them again.

Renting videos from Blockbuster Video has proven to be a nightmare- specifically the store in Mesa, AZ. The company automatically charges your credit card if they think you are late. They do not even bother to notify you before doing so (if you used your debit card to sign up this could really cause you some problems). And, worst of all, if they lose a video or cannot locate it AFTER you return it, they automatically charge your credit card for the video- this is an unexpected charge of over $100! They do not even bother to look for it before charging you! Outrageously bad customer service.

I would suggest patronizing a friendlier, more competent company.

I used to have an on-line account but I found that a large majority of the DVD movies I received were so scratched that my player couldn't read them. I cancelled my subscription on line at the Blockbuster web site in late May of 2017 and reopened my account with my local store in Costa Mesa, CA and have been a loyal customer ever since. Each account is automatically billed to a different credit card. In January of this year, 2017, when reviewing my credit card statements, I realized that the on-line account was still being charged monthly, even after I cancelled it on-line 3 and a half years earlier. I immediately called Blockbuster and notified them of the error. The representative I spoke with canceled the on-line subscription right then and after speaking with her supervisor, I was told that since Block Buster had no record of the original cancellation, they would only offer me a gift card for a portion of the charges. After about 5 months, and several calls from me, I finally received a gift card for $156.48, . I checked the on-line web site and found the card showed a 0 balance. I called and asked why and was told that the card needed to be activated and it would be so when I made my first purchase at my Blockbuster retailer. I took the card to my local store and tried it and the card was rejected for a 0 balance. I explained the issues to the store attendant, who was very helpfull. She called the number on the card and was told that the card was inactive and needed to be replaced. It would take ANOTHER 6 - 8 weeks. Earlier this week I received a letter from Block Buster Customer Relations rejecting the request for a replacement card stating that I had to fax a copy of the original purchase receipt to [protected]. This is of course impossible since the card was issued directly to me over the phone as a partial reimbursement for the erroneous credit card charges.

I am fed up with this obvious run-a-round. I have been a loyal Block Buster customer since I moved to this area in 1995. This complete and obvious lack of concern for the customer on the part of Block Buster has me seriously considering transferring my business else ware. For your information I calculated that Block Buster actually owed me $620.00 for the charges to my credit card, not including the interest charged to my balance, if the $19.38 monthly were added up from the date I originally cancelled the subscription. I was willing to accept the $156.48 for at least a partial reimbursement. At this point I am highly considering turning all my records over to the BBB and possibly my attorney. This is not how to run a business. I will drop the issue if at least the gift card I received is honored.

I have never had any problems with my in store account and the Employees at this store are very friendly and helpful. I would very much like to keep this account active but if this issue is not resolved I can not see it happening.

Looking forward to a reply.

Tony Rynearson
Account #3328715
Email luvanrd@sbcglobal.net

I think there closed down now.

I had the misfortune to arrive during the 5:00 shift change. The rude girlat the counter made wait, then announced: "I am out of here!" and walked off. After waiting for the manager to wait on me, I was again ignored while all the staff and the manager huddled together. There was no explanation to me what was going on. When I finally called out "Can I get soem service here?" I was glared at with no verbal response. Then the rude staff member who had walked off, returned and told me: "They are having their shift change sir". I becam etired of such poor service and left. I will take my business elsewehre from now on, I will never use this particular store again. I expect to receive better service than this, especially when there is hardly anyone in the store.

So it's Blockbuster's fault that you didn't check your credit card statement for 3.5 years?

One of the biggest reasons tht movies are NEVER returned is due to others being responsible for returning them & not doing so. In fact, it's such a big problem, that when I worked there the third question we asked you, if we couldn't find your movies, is if you returned them personally. If not, that was MAJOR red flag that they were probably not returned at all.

Especially 7 movies...there's pretty much no way that they could have lost 7 movies. Maybe one or two, sure. But 7? Yeah, your ex stole them or did something stupid like put them in the garbage instead of the drop box. (It's possible, I've seen it happen!)

"They do not even bother to look for it before charging you! Outrageously bad customer service." - Actually, they do. I don't know if all stores do this, or if it's no longer a practice, but when I worked there, we had something called the "Found on Shelf" search which we did EVERY DAY. An employee goes out & looks for anything that's 7-8 days late. However, there were a few employees that were too lazy to do it, so your's could have been skipped.

You can't blame your ignorance on the employee it's your responsibility to keep the store undated. As for the refund if the movies were out for more than a 30 days your up ###'s creek. Blame your ex.

I am a recent subscriber to Blockbuster Online whose plan has recently been involuntarily "rolled over" into a new plan, minus the old E-Coupon feature that made Blockbuster Online such a superior choice to Netflix. It's obvious they are trying to gradually phase out this feature quietly, and doing it by forcing people into new plans that don't have the feature that is so appealing.

Why not just say, "Yah, we know we used this feature to get your business from Competitor X, and we know it's in your original contract, but now, it's not so appealing to us, so we're just gonna take it away because [ insert insulting spin]. Here's a totally useless coupon to compensate you for being screwed. Thanks!"

I don't know if this is right place to complain about this, but it's just so shady that I feel someone should know it's going on, and I think the online video market would benefit greatly from a discussion of the merits of a company that would create and market so heavily a competitive advantage, only to remove it within a year or two in such a devious fashion. Here is the response from Blockbuster Customer Service to my inquiry:

To Whom It May Concern,

My name is Bart Stevens and I am a relatively new subscriber to Blockbuster Online. I am writing to request information regarding the continuation of the E-Coupons program as it relates to the new plan changes. For myself and many others, the competitive edge of Blockbuster over NetFlix is the +1 FREE bonus Movie or Game Rental E-Coupon / Month feature, and indeed the ability to rent games was and still is the most distinguishing factor in what are essentially identical services.

When I visited the website several weeks ago, I did notice subscription changes for new customers. I was relieved to see the grandfathering in of this very important feature in my plan, and doubtful that Blockbuster would make such a fatal decision as to force subscription change to existing customers in order to gradually and quietly phase out this feature. Of course, I certainly assumed that the company would not be so deceptive as to try this under a guise of improving customer service.

To date, I cannot find any reference to this feature "rolling over" into the new plan on 8/31. Needless to say, it would be extremely disappointing if it did not. Please confirm that this new plan that I will be forced into retains this feature. Because of my profession, I currently hold memberships with Netflix and Blockbuster. If I lost the E-Coupon feature, this would cause immediate and permanent termination of my subscription, and force me to divert my business to GameFly.

A simple confirmation of the retainment of this feature will be sufficient to continue my relationship with Blockbuster.com. Thank you.

Bart

*****

Hello Bart,

Thanks for contacting BLOCKBUSTER Online Customer Care.

I appreciate you taking the time to email us your concern and I sincerely apologize for the delay of my reply, Bart. Thank you so much for taking the time to email us your feedback regarding the new plan. Unfortunately, e-coupons are no longer available with the new plans. We recently enhanced our membership plans to provide our subscribers with a wide selection of options. With Total Access Premium, for example, you get more free in-store rentals than ever before. Instead of having to print e-Coupons, we'll scan the barcode on your return mailers at your local store in exchange for a free in-store movie rental. If you love games, we'll even give you a discount if you bring us your online envelope! I sincerely apologize for the frustration this may have caused. As a courtesy, please allow me to give you this additional e-coupon for a free movie rental at your local Blockbuster Store. Please click on the link below to claim and print your coupon:

http://www.blockbuster.com/acctmgmt/coupon.jsp?coupon=7701019750100276548392&name=Bart%20Stevens&startDate=08/19/07&endDate=09/18/07&monthToPrint=August%20Coupons

I hope this information somehow helps. Please let me know if there is anything else I can do for you.

Respectfully,

Christy
Customer Care Associate
BLOCKBUSTER Online

I also have the same problem with BB. Twice they have changed my policy to reflect an advantage for them. I curently pay 24.99 for unlimited use, but have found exteme limits to my use. Now I have to turn in my in store rentals to recieve my online, were as before the minute I turned in my online they would send out the next three in my que. I am terminating my existance with BB. I'm not an ATM for them Thank you.

On or about October 2, 2008, I opened an account with i Tunes and for some reason I have received 2 subscriptions to Company's that I have never dealt with. The only reason I found out is that my Credit Card was debited. I called both company's, one reversed the charges, canceled my account and put the money back in my account the next day.

But, you Blockbusters have refused to cancel my Account or even give me the my own account number and you refuses to refund my money. According to your representative I have to cancel my card in order to stop the recurring charges.

I am on a fixed income and if I cancel my card and have a new one issued it would most likely mess up my Social Security Checks.

Funny how all the customer service replies contain the word..Unfortunately, ...

I cancelled my account last week when I found out that without telling me they rised my plan from 24.99 to 34.99 they said they sent an email to me but they lied.

i cancelled my contract with blockbuster online after 12 months ,i assumed the debits would stop but they didnt,so i continued to pay for a service i assumed was cancelled,i paid of my credit card and tried to cancel it,i assumed the card was cancelled only to find out that the debitts were still coming out of my account,i have tried to contact them 11 times now they do not respond to my emails.has any one had the same problem? not with unreplied emails but with there account still being debitted after they cancelled there account.

I have been using Blockbuster Online for almost a year now. I have recently moved and to my surprise when I got to use my blockbuster at my new home that my plan has been changed from the 2 Online movies and Unlimited in store rentals with 1 e-coupon/month to 2 Online movies and 3 in store rentals(2 of which I've already used cause I was never contacted about the change). When I contacted the Blockbuster Online customer service I was told that it was a corporate decision to change plans and that was all that I could be told. When I asked about the number to the Corporate office HQ the rep could not give it too me. After calling a few other blockbuster numbers I managed to get the HQ number. The woman I talked to said that blockbuster did a study of everyone's rental history and decdided based on customer account usage whether someone would be grandfathered in. Basically people who used their unlimited rentals at a certain rate were not grandfathered in and people who don't really use their unlimited usage did. So basically Blockbuster is forcing people who want to keep unlimited rentals to pay more because of the fact that they actually used the service they payed for. I am outraged at this to the point I am looking into legal action. I don't understand how a company can grandfather in some customers and not others based on the service usage that they had PAID FOR. If anyone has any advice of how to get Blockbuster to fix this problem it would be openly appreciated.

I both agree with you and with Mitch, to an extent. Now, you say that he kept interrupting you & was very rude, but from the sound of your post & the fact that you'd ultimately been kept on hold for 45 minutes, I'm going to give Mitch the benefit of the doubt & believe that you went in angry and/or rude yourself. Saying that, he still shouldn't have said anything to you that was rude, though I can understand how he might have gotten flustered if you were already angry when you went in.

Secondly, I can completely understand him ignoring you on the phone in favor of helping customers that are right in front of him, IF he was alone or it was very busy at the time (if not, then there really was no excuse). I've personally always assumed the customer at the register, READY WITH MONEY, is 10x more important than someone on the phone, simply because the person in front of you is a guaranteed sale while the person on the phone is not.

Must be a franchise store, corporate store would not EVEN LET THAT TYPE OF BEHAVIOR BE TOLERATED. Sorry you had to go through that.

You get time after your account is closed to send your finial movies back. If you mailed them back they should of received them in 2-5 business days. If you dropped them off at the store your refund will be issued when the stores sends your movies back to the online distribution center.