Blockbuster charges late fees, as you all know, whether you deserve them or not. I was charged for not returning a movie I had rented 4 months ago! I HAD returned it, so I went in there, and found it on their shelf and brought it up. There is something wrong with the CUSTOMER looking for a disputed movie. The employee should look for it on the shelf. Once I showed them they had the video sitting there on the shelf to be rented, they claimed that I had walked in the store with it and put it there! What BS! If I walked in, then the anti-theft buzzer should have gone off. I told the employee I wanted to speak to the manager. I told the manager that there was no way in hell I was going to pay those late fees and the video was right in their store the whole time. The manager apologized and said he would take off my late fees.
He took them off alright. He took them off by charging them to my credit card! I called my credit card company and told them I was in dispute with Blockbuster over the fees. Finally, my credit card company contacted them and said I wasn't paying and Blockbuster gave up and reversed the charges.
Now, I rent at Hollywood Video. Yes, occassionally they have made mistakes and checked movies in late (usually it's when I drop it off late at night and they don't check it in until the next day). But, the couple of times I've been charged non-legit late fees, they have CANCELED them for me and apologized!!! No hassle, no trouble, no charges! That is customer service.
Me
Los Angeles, California
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