Comments on: Blockbuster is so lackluster

By: Charlie

Charlie — Mon, 26 May 2008 18:55:18 +0000

SCAM? You're a lawyer? You know the policy AND due dates were both on your receipt, AND not to mention the cashier more than likely SAID to you "Blah Blah is DUE BACK ON Blahday." Odds are you probably didn't care at all about what the little low life cashier had to say then; you only cared about what the manager, who is supposed to cater to your every need, had to say later when you wanted an issue resolved. The manager told you she could only "do it one time" because once you know rental policies, she shouldn't ever have to do it again. If you yelled at her like you admit you did, do you really expect her to willingly be apologetic for not checking the movie in correctly? Not to mention, she's not the "business owner" so that's really her job to apologize for the entire company's "business process." There is a good chance there was miscommunication on both ends of this late fee fiasco, so get over it; I'm sure you've already been back to rent a movie since then anyway. At least have a valid point if you're going to write some kind of blog that pops up when I google "Blockbuster 3 day rentals."

By: Wanda

Wanda — Thu, 17 Apr 2008 01:53:16 +0000

Wasn't it Blockbuster who said, "No more late fees?"

By: Larry Donahue

Larry Donahue — Tue, 08 Apr 2008 15:20:13 +0000

Let me be clear what I mean by the word "scam:" I believe the "3 evening rental" is a clever device perpetuated by Blockbuster, with the sole aim to deceitfully extract more dollars from their customers. I believe the "3 evening rental" is a scam, because it's a clever mechanism that takes advantage of human psychology in two important ways, both of which are disadvantageous to the consumer. First, it's easy to interpret the phrase "3 evening rental" as "3 day rental," and even when you get that it's really about "evenings," many folks interpret that as "get it to the store by morning." In a nutshell, the phrase "3 evening rental" implies more than what it actually delivers, and it creates some level of ambiguity that places an advantage on Blockbuster. Second, most people watch movies at night. Usually after dinner, and perhaps after they put the kids to bed (if they have kids). This means, a large percentage of consumers finish their movies later at night, 7-8pm at the earliest. How many of us, after cozying up to a movie, perhaps under a warm blanket and after eating a snack, relish the thought of getting in the car and trudging over to Blockbuster to return a movie or two? It is my belief that a good percentage of Blockbuster customers actually make an important decision when the movie is over: "Do I really want to return this thing now, or am I willing to pay a late fee??!?" Aside from the psychology, I believe there are practical aspects of this "3 evening rental" that help prove my point that it's a scam. Of the top of my head, I can immediately come up with three:

Why does Blockbuster make everyone return the movies at midnight, when the doors are closed and no one is in the store? It would be just as easy (and practical) to make the deadline 10am the following morning, when Blockbuster first opens.
At the store near me, perhaps 60% of the "3 evening rentals" are marked as such (i.e. on the video box or case). This means roughly 40% are not marked properly, which creates confusion and ambiguity, especially if you lose or misplace the receipt. It would help consumers immensely if Blockbuster adopted a clear, conspicuous and unambiguous means to mark each and every video so consumers know (at time of purchase) as well as in their home, without reference to the receipt, which videos are 3-evening versus 5-day.
Why is it "3 evening rental" and "5 day rental?" This difference again causes confusion with their customers.

These three issues are easily and cost-effectively resolvable, but favor Blockbuster in a revenue stream entitled "late fees." Disclaimer: I understand Blockbuster is a franchise, and as such, many independently owned Blockbusters will operate slightly differently.

By: Cathryn

Cathryn — Sun, 06 Apr 2008 16:09:44 +0000

I think the point is, don't ever make it so your customer feels like you haven't at least attempted to make the problem whole — even when one of our service providers did wrong — we as business owners need to suck it up — and make it right. Not only for the guest, but the business as a whole. It's all about customer service.

By: Anne

Anne — Sat, 05 Apr 2008 14:58:37 +0000

It isn't a scam — at my Blockbuster you get to keep it for three nights — the first night is the day you rent it, even if you rent it at 10:45 PM — that is still your first night. Maybe that is what she felt was a rip off — but it isn't since you could also rent it at 10 AM.

By: Christine

Christine — Thu, 03 Apr 2008 23:59:34 +0000

I don't get it. Please explain how the "3 evening rental" is a scam.