Blockbust THIS.

Ever since I was in grad school I've had a very love/hate relationship with Blockbuster. Love because it seems to be the only place that's convenient to rent movies from. Hate because they ALWAYS end up scamming me. Well, I've officially hit my limit of hatred for Blockbuster and recently sent them a letter letting them know. And asking for my $7.99 back.

They should thank me for the letter. I almost called and gave them the wrath of Erika. I just didn't feel like wasting the oxygen. Instead, I typed this two page letter while watching the bachelor.

To Whom It May Concern:

First, let me start by saying I have never written any company a letter. Never. Sure, I’ve been bothered by a variety of issues throughout the years, but not enough to waste my time writing a letter to a corporation. Congratulations, Blockbuster, your horrible business practices, poor customer service and, most importantly, lack of business ethics have pushed me over the edge.
I have been a Blockbuster costumer for over 15 years. I’ve tried every program you’ve offered: weekly passes, “no late fees”, Blockbuster.com, and of course, just being a normal renting customer. What’s amazing is that through all of your promotions I’ve thought “surely this time it will be better.” And yet every promotion results in the same result: failure. Let me give you just a few examples.
I joined Blockbuster.com while in grad school. I didn’t have a lot of money nor was I near a Blockbuster. I believe when I joined it was $5.99. As time went on, I noticed my bank account wasn’t matching up to my budget spreadsheet. It was then I realized that after my first month, I was being charged $6.99, then $7.99 and eventually I cancelled my membership. Now, I totally understand why you would automatically debit my account monthly. I even understand why you would raise the monthly fee. (Even though it is an example of the ol’ bait and switch trick.) What I didn’t understand, however, was the combination of the two. If you’re going to raise the monthly fee, then before my monthly fee is renewed you should CONTACT me. And I don’t mean contact me by randomly sending an email. I mean CONTACT me. You have my credit card information and with that you have my billing address AND phone number. If you are going to automatically renew my account AND raise the fee, you should be obligated to actually get in contact with me or at the very least leave me a voicemail.
And yet, my “joyous” experience of Blockbuster.com didn’t stop there. One of the reasons why I swallowed the increasing monthly fees without notification was the perk of exchanging movies without a fee. Being a grad student with minimal income, I really looked forward to this perk. However, one of the last times I received a movie in the mail, I was never told that when I trade it in, I would be charged a fee. Again, I understand why you had to institute a fee, but I firmly believe that when I received that movie in the mail, one of two things should have happened. One, when I traded that movie in, the fee should have been waved since I had no idea the policy changed or two, that the fee should have been waved and should have continued to be waved until the end of my monthly “contract” was up. It was because of my experience with Blocksbuster.com that led me to an in-class business presentation of what corporations shouldn’t do and while I received an A for the course, I would have really appreciated my money too.
And then there was your “no more late fees” promotion. This one might be my favorite. I remember being so excited about the prospect of not rushing back to return a movie. And yet when I went to rent, I was told it needed to be back in two days and if it surpassed a week without returning I would be charged the full movie to my credit card, but as long as I returned it within a month, the movie fee would be credit back to my card. A little confusing? Yes. But could I deal with that? Of course. So imagine my surprise when I noticed a $1.35 (of so) charge from Blockbuster on my credit card statement that month. When I went to Blockbuster to dispute the charge, I was told that because I didn’t return the movie within the correct timeframe, that I was charged a restocking fee. I specifically remember the conversation with the Blockbuster employee. It went something like this:

Me: “But I thought there weren’t anymore late fees.”
Blockbuster Employee (BE): “There aren’t. It’s a restocking fee for not returning it in the correct timeframe.”
Me: “Ok. So I was charged a restocking fee for being late?”
BE: “Yes.”
Me: “Otherwise known as a late fee.”
BE: “Restocking.”

I think you see where I’m going here.

So time after time when I’ve not returned my movie in time, I’ve been charged the $1.35 and dealt with it. Until tonight.

First, let me tell you that on December 6 I rented two movies. I returned them “late.” Two days ago I rented a movie, paid the rental fee and walked out. No one told me anything other than “have a good day.” Tonight I went to rent a movie for my upcoming holiday travels. When I went to check out, I was told I owed $7.99 in late fees. Imagine my shock when I find out that I owed $7.99 from TWO rentals ago! And that, by the way, there are now $0.49 daily late fees! Again, I ask, why didn’t anyone tell me that when I rented TWO movies that I would be charged a DAILY late fee if they weren’t returned on time? And if the policy changed in the midst of my rental, why wasn’t it waived? Or at the very least, why wasn’t I contacted and told that there were late fees now in effect and that I will be charged if my movies aren’t returned on time?

It is through all of these experiences that I genuinely believe you are trying to take your consumers money without them even knowing! Shame on you.

I currently work for a major consumer products company and thoroughly understand the different ups and downs of promotions, but I also understand the importance of customer service. Although I have lost a lot of money over the years through your promotions, I’m only asking for my $7.99 back and if you want to keep your customers satisfied and not lifelong members of Netflix, a much better communication system for the change of your policies.

Sincerely, Erika