Blockbuster Online Sucks

I have also cancelled my membership with Blockbuster online after they told me that my account would not be affected. They changed my account to 2 in-store exchanges per month and took away my coupons. My 2 grown kids have the same type of account that I do, but they still have unlimited in-store exchanges, but also lost their coupons. Blockbuster is "profiling" customers that have the same accounts and making changes that suits them. Customer service is totally a joke as well as their customer service survey. Too bad - they had a great thing going.

I think blockbuster Online is great this people is just to poor to rent online and just afford to rent a a cheap grocery

I think the english language is great... some people just have trouble comprehending it.

Blockbuster SUCKS. Not only did they not recognize when I turned a movie in at the store, they told me on four different occasions that they didn't recieve the movies I had exchaned at the store. Too bad I had reciepts for all of them, proving that I did, in fact, turn them in. After about six emails and four phone calls to resolve this and the countless other issues such as waiting a week for movies to be delivered (which was a TV series that was delivered out of order), I cancelled. A word of advice: if you cancel your blockbuster online account, cancel the debit or credit card it is associated with because they seem to have a problem with charging people who have already cancelled. The only way to stop them charging you is to take away their access to your card or bank account.

I have been a customer in the past and also an employee of Blockbuster...I can tell you for a fact that Blockbuster will not spend the money to update thier computer system which causes computer and human error quite frequently and always at the expense of their customers. Netflix will eventually run Blockbuster out of business because of greed. My advice, switch now, dont wait...go to netflix.com right now!!!

My first choice dvd was not shipped because BB could not meet their goal of 3 business days. This same dvd was again skipped because they could not meet their goal of 3 business days. I suppose that for the 100 years. this dvd will be available because of the 3 business days. MY SECOND CHOICE WAS ALSO SKIPPED PRESUMABLY FOR THE SAME REASON. I HAVE RECEIVED DVD FROM WASHINGTON, TEXAS AND NEW YORK.
I also have Netflix. They are SUPERIOR to BB in every way.

I cannot get them to refund a bogus charge and the keep sending me an email saying reply below this line and above this other line. I have done this like 15 times and it keeps being returned to me. I tried to resubmit online and they sent me an email with the same crap in it. There is no number to actually call anyone at. I am going back to Netflix and canceling my card and account. I was just going to put it on hold, but now I am going to cancel.

To Alilyonss comment: regarding first choice not shipped. I've got you seriously beat. I joined the online thing because a movie I wanted couldn't be had from the store but "was available online". OK, it seemed mostly worth it. Save a trip to the store, don't have to deal with angry unqualified minimum wage earners, get a larger selection. All good things so I join up. The number one movie I put in my queue is the movie I couldn't get at the store. That movie has been there for seventeen months. I'm not making this up. Seventeen months. I've written to them at least every couple of month (admittedly getting angrier and angrier each time :-) only to receive one of two stock answers about how queuing works. Now, I program for a living and have experience with queuing and supply logistics and the responses are just BS. I've called them on it each time and then usually receive some non sequitur answer full of fluff and nonsense about how Blockbuster is working oh so hard to make my rental experience the bestest ever. I usually answer that one back as BS too. When they raised my fee a couple of months back I wrote them then asking that they apply the additional monies to purchasing a couple of copies even (I have a lot of free time) For a while they would throw me an extra free rental coupon but now not even that.

Today I just went around with them again. After threatening to write letters to people like Ichan & Keyes I got a polite letter saying they were sorry my experience wasn't a happy one and were now going to buy additional copies of this movie for their distribution centers. After seventeen months (and I'm really not kidding about it being seventeen months, really) they're going to buy a couple of copies of what is admittedly just a crappy little B movie so I don't write to the major stockholders or CEO. They're nothing but a bunch of wankers. Apparently, if you want to get past the first level, template copying responders you need to threaten to go way over their heads. You can get current corporate info from the SEC & BBB websites for ammo.

I'm still not a satisfied customer and I finally gave up and ordered the stupid movie from Amazon (for $8.95 no less) so today I'm surfing around posting this (like I said, a lot of free time) Maybe everyone will start threatening to call the CEO. Hey maybe some people will even actually do so. I'd be OK with that too.

I hate them too. I don't have an online account but I did (stress the PAST tense) rent from the store. I rented an old release dvd and returned it. A couple weeks later, I got an automated phone call saying that it was late and I would be charged for the full amount of the dvd if I did not return it and if I had any questions, I was to call the local store.

So I did. (FYI-The store on Lee Hwy in Arlington VA.) I politley asked (b/c you catch more flies with honey) if they could check to see if it is on the shelf b/c I knew that I had returned it. They hung up on me. I tried to call back 3 times and they never answered the phone. In the meantime, my credit card was charged $29.99 for 4 episodes of a single season of a program. They were selling the ENTIRE season for $24.99. Oh, and there was a restocking fee too! (Of course!)

So, I go to the store myself, find the DVD on the shelf and hand it to the manager, Tanesha. She said, "Well, I guess we could give you a refund." I GUESS! How about "I'm SORRY! Here's your refund." She was so rude and acted like I was a huge inconvenience to her busy day of talking on her cell phone. She said that she refunded me and printed out a reciept, but still never once apologized even though it was their mistake and a pain in the *ss for me.

But then....I get my credit card statement and I see that they DIDN'T refund me, but rather, charged me again!!!! Refusing to deal with Tanesha, I went to the website to log a complaint. I sent an email expaining everything and stated that I found Tanesha to be rude and incompetent. The website stated that someone would reply to my email within 48 hours but I never heard from them.

Ultimately, both charges were refunded (Oh, but not the restocking fees! Grrrrrr!)but I never got an apology. Those jerks need to realize that sometimes an "I'm sorry" goes a long way. Long live Netflix!

My September, 2008 credit card statement showed two Blockbuster Online charges. When I called to ask that these accounts I never set up be closed, they said there were actually three accounts, another had been set up in September. They closed the accounts but refused to reverse the charges. I filed a fraud complaint with my credit card company to get the charges reversed and I also filed a claim with the Better Business Bureau. There are unresolved questions:

1. Where did Blockbuster Online get my personal information? Who are their affiliates and how is it legal for Blockbuster to use the information they purchase without my consent?

2. How can Blockbuster have a policy by which they agree to close these accounts, thus assuring they will not provide any service (whatever service they're selling) but keep the money?

3. If I truly did open two Blockbuster Online accounts in August and one in September, why have I not received any literature from them by mail or e-mail...could it be they just opened the account fraudently and never planned on offering me any services because that's certainly what it looks like.

I hope either the credit card company or the Better Business Bureau gets to the bottom of this. From what I understand this is happening to more and more consumers and somebody better be more proactive in stopping this fraudelent business practice.

I HAVE BEEN WAITING 6 DAYS FOR THEM TO SHIP MY NEXT DVD-NO RESPONSE TO MY EMAILS WHAT A RIP-OFF-THEY SUCK--HELLO NETFLEX

Life after Late fees SUCKS! REad your Receipt! Who Reads their receipts when renting videos? BS BB SCAM! GIVE me the policy I signed when I renewed my membership.. Receipt says participating Stores only-- yeah they never told me that when I renewed my membership after 5 years with Block Bastard... Last time I check my policy it stated I will get my money back once I returned the movie/game.. Now the receipt says u have 30 days or you have to buy it at participating stores only.. I guess I renewed my membership at the wrong store! Thats okay... I will make sure that the next store I get my videos for my family of 4 will be from Netflix. BB just lost a lot of $ for not taking back 2 $20 cartoons..

THEY SO SUCK. I CANCELLED MY SUBSCRIPTION DUE TO THE CONTINUAL RISING COST AND LOW SERVICE. I HAD USED THEIR SERVICE FOR WELL OVER A YEAR AND PAID THE HIGH COST OUT OF CONVIENENCE. BUT WHEN I CANCELLED I MADE SURE THAT I HAD RETURNED ALL THEIR MOVIES AT MY LOCAL STORE FOR IN STORE RENTALS, THAT WAY NOTHING WAS SENT OUT AGAIN. SEE I THOUGHT AHEAD, AND THEN SEVERAL WEEKS LATER AS I WAS CHECKING MY BANK STATEMENT THERE WAS A CHARGE (BLOATED AS THEY DO FOR 25 BUCKS!!) FOR A OLD USED RENTAL THAT WAS RETURNED AT THE LOCAL B.B. FOR INSTORE RENTAL!! I COULD NOT BELIEVE MY EYES, THEY SERVICE CENTER WAS CLOSED THE WEEKEND SO I EMAILED THAT GOT RETURNED AND I TRIED THE SITE, THAT WAS DOWN SO I WAITED AND TRIED LATER IN THE WEEKEND, I SENT THE EMAIL AND GOT THEIR CRAPPY FORM LETTER HOPING I COME BACK. I WAS LIKE WTF?? SO NOW I AM GOING TO NOT ONLY TRY TO DISPUTE THE CHARES I AM GOING TO TELL ALL MY FRIENDS AND FAMILY ABBOUT THEIR CRAPPY SERVICE AND THEFT OF FUNDS, AND AM CONSIDERING FILING WITH THE BBB. I A WAS SEVERELY UPSET AND IF THEY STEAL FROM ME AGAIN, I WILL HAVE TO CANCEL MY CARD AND TAKE IT OUT ON THEIR LOCAL STORE SINCE I CANNOT GET ANY SITE ADDY... STEAL FORM ME ONCE SHAME ON ME FOR GIVING YOU MY INFO AND TRUSTING THAT A FORTUNE 500 COMPANY WOULD BE ETHICAL... STEAL FORM ME TWICE I GET PAYBACK. IN SHORT THEY SUCK!

My wife and I have been going to the same Bloackbuster store for over 13 years! We spent, counting our online account and games for the kids and average of $50 per month during these years. Last night I go in to return my online rental movies and rent a new movie and the teller says I have a $2.15 late fee. I asked him to waive it considering how long I've been a customer and how much my family spends there. He said no, so I asked for the manager who also said he would not waive the fee either. I told him to cancel my account. His reply, ok, then tried to give me back my online returns saying I would have to take care of these myself. I wouldnt take them and could not belive I was being treated this way. Thinking a call to corporate would resolve what I thought was a simple issue instead resulted in the phone rep telling me the online rentals have nothing to do with the store. I said its all Blockbuster who I pay, he then hung up on me. I called back and asked for a supervisor and was told a District manager would call me back in 3 days. She called today and started to educate me on how their system works, I told her if they were willing to lose a customer who spends $600 a year with them over the price of a soft drink at lunch then ok, there are other options. She then started telling me how I was a valued customer, the first time anyone of the now 4 people I had spoken to ever brought that up, I told her to forget it, there are other options available and I will be using those options. Simply amazing, $2.15!!!

Their online customer service is useless. my acct was cancelled over a year ago and for a YEAR they've been charging my amex. every single damn month i have to call them and they still owe me money. i don't what else to do ;-((((( DO NOT DO BUSINESS WITH THESE PEOPLE. THEY ARE INCREDIBLY INEP!

Blockbuster on line illegally charges accounts during free trial period in fact it charged my cheking account the day I signed not once but twice. The plan I signed up for was 8.99 month total 9.54 within 24 hours of me signing up Blockcuster took 20.08 out of my account. THis has nothing to do with my ability to afford online it has to do with being ripped off

I have been with Blockbuster ever since they started their service and loved it. Here's why:
1. Low price, I think it was around $17
2. Free monthly coupons.
3. Lots of movies to choose from.

Just the other day I called Blockbuster and canceled my Blockbuster online account. Here's why:

1. Their monthly fee jumped all the way up to $34.99 before tax
2. No more free coupons
3. Twice in the last few months I had to call because Blockbuster didn't send me any movies I had in my queue.
4. Many of the movies/TV shows show in my queue as "short wait" or "long wait" and I don't have the time to wait while they get more DVDs on my expense!
5. Twice in the last few months I got the wrong DVD.
6. Just when I thought that their best marketing strategy is the one that keeps me as a member (I'm talking about the free movies exchange at the store) this happened: when I went to the store to exchange my blockbuster online movies for free ones the rep at the counter made me aware that Blockbuster will NOT ship any new movies in my queue until I return the ones I just got from the store. Can you believe this?

I am soooo happy to get rid of Blockbuster!
they have been getting over $80 a month from me for along time... no more! Netflix here I come, I'm sorry I left you in the first place :)

They are awful. They keep finding ways to decrease how many movies you have and its to the point now that its not any cheaper to have blockbuster online. What the hell are they thinking raising our prices when someone can get the same movie online for free.

As for customer service, now that is another diseaster. Those idots are trained to read and that is it. It does not matter what you ask they read some dumb ass answer that is way out there and as the customer I was shocked by some of the answers I got. I ask the same question 7 times and the rep could not answer it because he was reading and speaking broken Englis. Just read the post at the top from Levi (yeah right his name is Levi), it might have even been him I spoke to.

Do not join, Customer service is the worst I have seen an a very very long time. Movies are sent to store and do not show up for weeks, you are not get credit for that time.

I've been with them for about 4 years, starting with Blockbuster Access and progressed to Blockbuster Online. In the past year, not only was there a price increase of the monthly fee and a HUGE decrease of in-store exchanges, it's now taking me 5 days for me to a receive a movie! I compared service to Netflix (free trial) and I sent a movie back to Netflix on a Friday while at the same time returning a movie to Blockbuster the same day. I receieved Netflix the following Monday and Blockbuster on a Tuesday. Um, it was only sent one way and it STILL took longer! Needless to say, I canceled my Blockbuster account and am now a Netflix customer!

Just found out that Blockbuster's headquarters are in Dallas, TX. WOW! Takes me 5 days to receive a movie when I live 45 min away!

BB SUCKS! They removed the coupons, removed the unlimited store exchange. They change the policy of what's left of the in-store exchange without notice. They change the policy of how many DVD issues you can report a month by 2 - and not send you another DVD until the matter was investigated. Ending up to no DVDs send for 7days! What a rip off. I'm paying monthly fee for unlimited mailings so I expect unlimited. Their tactic is to hold on to you DVDs for 48 hours or more so you get less DVDs. I know this because every time I call customer service to complain, I get the next DVD next day. If they want to they can get a DVD to your mail box in less than 24 hours. I'm switching to Netflix as well as a bunch of my friends are very satisfied with their service.

Cancelled my account, returned the last 2 movies. BB states that they did not get them and are charging me 20+ dollars for them. I RETURNED THEM!! I see it as very convenient that all the sudden they do not get movies back after I cancelled my subscription. Call customer service and they are dismissive and cant make good customer relations decisions as my account was perfect prior and it is obviously their mistake.
Corporate Escalations
3000 N Redbud Blvd
McKinney, TX 75069

letter to complain.

Block buster SUCKS.twices I couldnot sign into my BB account.They lied and say they didnot received the movies I return by mail.Icalls BB three times a week to get them to correct their mistake.Iam a very unhappy customer. SAN DIEGO CALIFORNIA.


Iam very unhappy with BB.Twice I could not sign into my BB

I to agree they suck, they suck hardcore, movie availability is a joke. I have the 3 at a time plan. I cancelled and they are still charging me. I cannot get through via e-mail to them either. Choose netfilix, I have never ever had a problem with then. I should have never cancelled but Blockbuster was slightly cheaper. When I cancelled netflix it was done no more charges they almost always had the movies I wanted and they shipped way faster.

The wait for most movies is so long. NETFLIX is the best by far. Every movie i wanted from blockbuster had a VERY LONG WAIT. Totally sucked, now im back to netlix and sorry i ever left. Atleast Netflix delivers on what it says. Blockbuster was a rip off and a waste of money. DO NOT USE THEM

My hats are off to all of you........... BB has pulled that bail and switch act all along.... It had gotten to the point that they take up to 5 days in between to send you a movie....I switched to Netflixv and received 3 movie exchanges to BB one!!! So long BB for good........ they've lost at least 8 of my families customers this year........

I had been with blockbuster since the beginning as well. 5 day shipping was bad but the last straw was not shipping two open spots in my queue for five days with avaiable movies.

Ihave been a BB customer for two years. Only minor problems every now and then. But suddenly mid August 2009 the bottom fell out. instead of one or two days to ship an dvd it would take 3 4 days after a dvd had cleared to ship. after repeated emails getting only stock answers i was told that they were having problems in their New Brunswick NJ Facility. what are they on strike? I have already been billed for this month however this will be my last Remember to notify your credit card by phone and in writing (ask and they will give you the right address) that you do not authorize any additional charges from BB after your cancel date

I'm having the identical problems that Gman51 is having. The shipping delays started in mid August and I was also told that they were having trouble in ther Louisville, KY facility. I'm not even a high volume user unless you consider an average of 10 movies a month high volume. I will give them another month and then I will cancel service if it does not improve.

Same issue. Aug 17, they stopped shipping movies to me and throttled my back. it would take 2 - 3 business days to get a movie, and sometimes 4. Now it is 3 - 7 business days. And they refused to cancel my account and refund my money for the unused portion, let alone to when they stopped sending me movies. They gave me 2 free months, and I'm gone at the end of that.

The first week of my free trial with blockbuster online was great. The second week is when the problems started. The first week I was sent a total of 5 movies(2 new releases) the second week I only received 2 and 1 dvd that was scratched to hell and did not work. Ever since I reported the scratched DVD as "unplayable" they refused to send me anything else. Weds, Thurs, Friday, Sat, Sun, and Monday went by with 3 empty slots in my queue, nothing was bothered to be sent on each day. They claimed every DVD I wanted was unavailable up to my 100th DVD choice. It's unreal, I cancelled and told them they can keep the last free two weeks I sure as hell don't want it.

Anyone know a good lawyer with experience filing a class-action lawsuit? I know that $35/mo (now) isn't much, but it amazes me that Blockbuster continues to get away stating that they will ship you an available movie the next business day on their web site and on their marketing materials, and yet as everyone has previously noted, the delay time between receipt and shipping is now up to one week. BB is making a lot of promises for your membership, and not delivering.

One thing I've read and found mostly true is that if you have only available movies at the top 3 places in your queue then it is more likely that you will get a shipment out on Monday. I've seen other comments on other forums that Blockbuster on Monday only looks at the first 3 places and if nothing is available then you don't get a shipment. BB won't scan your entire queue until Friday to see if there is a movie on your queue that is available. Of course this means that you have to constantly move things around in your queue, and that those movies with LONG WAIT will most likely never be shipped. (I've had movies in my queue for almost 3 years now....)

Don't get me started with customer service - so perhaps it is time to get a lawsuit started....

I agree with everyone with the exception of that dumb fucker named Levi. I have experienced all these problems with the exception of being billed after cancelation because I haven't cancelled yet, still on free trial. Should cancel though as it takes over a week to get a movie. Cheaper to rent at the local video store at this rate.