I was a customer of Hollywood Video for years until one day I recieved a recorded phone message informing me that I had not returned the last two videos I had rented. I knew that I had returned them because I always personally hand the returns to the desk clerk, so I gave them a call. When they checked their shelves, they did find one video and admitted that they never checked it in—however since they could not locate the other video they said I had to pay for it.
I thought that was ridiculous that they could admit their own mistake and accuse me of not returning the other in the same sentence. I called the corporate office's customer relations department for Hollywood Video. When
I explained the situation, they were apalled—saying that such a thing is not supposed to happened, etc. And they were very kind, especially when I told them that if I had to pay for the video then I would drop my membership and tear up my card. They said they would call the store and they did. As a result, the store called me and told me the price of the video.
When I called the customer relations line again, they were again very kind and now horrified that the store would rather I pay for the video and quit my membership rather than admit their mistake and keep a customer. Although the customer relations department was kind, the manager of the store was unyielding, so I went down to the store, paid for the video, tore up my membership card, demanded a receipt, and also an official receipt for self-termination of my membership.
In the mean time, the customer relations department had again contacted the store and then the manager of the store called me, saying that he thought that paying for the video was "okay" with me and still could not understand why I discontinued my membership.in the mean time, I became increasingly angry with the situation, pointing out that they screwed up and it was intolerable that they expected me to pay for the other video especially after I told them that I would end my membership if I had to.
At this point, I demanded a refund for the video I paid for. The regional manager called me later asked what the problem was. After I explained to him what had happened, he respond was, "Did you return the video?" I called the customer relations line and demanded a refund for the video that I paid for and told them that I would call them every other day until I had received the refund check.
I did recieve the check in about a week, a letter of apology, and coupons for free rentals at Hollywood Video. Since I was no longer a member, the coupns were worthless. It is obvious that the store managers do not follow the wishes of the corporate offices of Hollywood Video. I understand that particual store changed management quite often. Regardless, I have never gone back to any Hollywood Video Store and never will.
Joe
Downers Grove, Illinois
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