I decided to give Blockbuster's online service a try since they were competing with Netflix by cutting their fee. I had the service for 2 months. During that time I noticed there was a problem with their mailing envelopes seperating. This caused the dvd to return to Blockbuster before I ever received it or viewed it.
I reported the problem and was directed to their FAQ section, where the 'solution' to this problem is "simply reorder the dvd". Due to this problem, I decided to cancel the membership and stick with Netflix.
Yesterday I received two emails from Blockbuster informing that I was charged for two dvd's that weren't returned to them at $21.64 a piece. These were dvds that I reported as not having received. After making it through the labyrinth automated call center I spoke to a customer service rep who informed me that they "show no record of my having reported the problem so therefore I would not be credited the money that they had already taken out of my account.
When I pointed out that their policy states that they do NOT charge customers for missing dvds unless a pattern of excess exists, she reiterated that they have no record of my reporting the problem so I would be responsible for the dvds. I asked to speak to a manager or someone in charge and she refused.
She would only take my phone number and state that someone would return my call. The only other 'help' she tried to offer was that I could take it up with my bank if I wished. I am very sorry that I got involved with Blockbuster online and will now also stop frequenting their store locations as well.
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