On May 22 I was on line waiting to return movies I rented. I have had problems in the past dropping videos in the return box and then being charged late fees. To avoid future problems like that I wait online and have them scan my videos returned.
There was a lady in front of me who had a stipulation on her membership that said she needed to show a picture ID, which she did not have on her. She sent her child to get her ID from her husband. Ok well there were about 7 people waiting on the line with me, so I suggest to the clerk that he handles the rest of us while we wait for her ID to show up. Sounds like a fair and logical suggestion right?
Well apparently not to the clerk who responds to me with sarcasm and outright rudeness that the lady has every right to the same service as the other customers, and if I was impatient I could just leave the videos in the box. So I tell him that's not an option because of the problems in the past. He says "That's your problem then." That's bad service right there but wait it gets worse.
Five minutes go by and the lady still has no ID. The others in line with me are also getting annoyed by now, and another clerk comes up to the counter. Does she open another register? No, she goes to sorting movies on the back counter. Ok, so I ask again, and the clerk gets rude again and tells me "Well since you can't be patient, maybe we should revoke your membership", I responded "Since this is the kind of service I can expect, maybe you should."
It amazes me on how a company that provides a service to customers has such a lack in customer service. One would think that if you're in a highly competitive market that requires return customer business you would avoid these things. Threatening to revoke a membership because of a suggestion invoving better customer service? I fired off a letter to Blockbuster HQ but I don't expect much to happen. I guess I'll stick to video-on-demand from my local cable provider and if you encounter the same problems I did, to do the same.
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