I am from out of state and our Blockbuster is a corporate company and does not have late fees, per their national 'end of late fees' campaign. When I began a new membership in Memphis, TN, they did not tell me this. After a death in the family, a friend was in possession of one film and I in two others. The friend returned the film late when she could not contact me and I returned mine immediately when I got back in town from the funeral. They took off the one movie the friend returned because of a grievance policy and thought I was lying when I told them the same was the cause for the other two. They said it was my responsibility to pay nearly $28.00 for six days late fees on the two new-release films and I begged them to take the charges off. I then called the National office who said it would be taken care of because I was not aware of the policy and that it was understandable because I thought it was the same as in my state and an employee did not tell me this when I signed up.
Two weeks later I received another notice saying I still owed the fees! I called the store and they said they had been taken off, but alas, they charged my credit card. I have called the National Office again and they are sending off another report. It really is a shame that this Blockbuster has such pitiful customer care and our blockbuster at home is so wonderful.
I feel that the Union Blockbuster, as the Blockbuster on Poplar is amazing, needs to make their policy known upon new memberships being created, or at least be understanding when something like this happens.
It is only $13.50 (they took off half when I called the Franchise office) but it is the business ethics behind treating customers so poorly. Needless to say, I have nothing to do with these Blockbusters, but rent movies from Netflix, a far superior service. They are going to be allowing customers to view videos on line by June which I much better than anything the bloodsuckers at Blockbuster offer.
I will update this if the National Office takes action as they have said they would. Removing the charges should not be a problem, they said, but from what I have seen of the manager at this Blockbuster, I have a feeling I will end up paying the fee and going on. Just as long as others know that they do not work with customers at all and are rude when you try to work things out with them. Try the Poplar location - the money all goes to the same Franchise, but at lease the manager is friendly and competent.
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