The store neglected to log in a returned rental, and placed a call on my message machine that a tape had not been returned. I had returned two tapes on time; apparently one was not logged in (their mistake).
I made a special trip to stop by the store to ask them to check the counter. The clerk checked the PC and said I owed a late charge, but then he was kind enough to look further into their database records to see that the tape had been found on the shelf. He told me he would erase the late fee.
I explained that I wanted a free rental since they had erred and caused me inconvenience. But he wouldn't do that. A second employee then offered an old (favorites) video rental for free, but I explained that I wanted a new release for my inconvenience. It was a new release which I had returned. They wouldn't do that.
I think they did not have a standard policy to cover instances where they have made a mistake. A lost tape is a serious matter with Blockbuster since they charge their customers an inflated "retail" price plus add-ons which I have heard amount to $100 per instance. Their implied threats (the $100) make lost tapes a very serious matter. If they have made a mistake, then they need a more acceptable, and a standard, policy to correct their error.
My request for a rental of my choice was not unreasonable. Since I have had to go to this added trouble, I now have an "addon"—how about a $100. Fair is fair, now isn't it?
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