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Blockbuster Online

Customer Service Ratings and Comments

Blockbuster Online is ranked #118 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.89 out of a possible 200. This score rates Blockbuster Online customer service and customer support as Disappointing.

NEGATIVE Comments

24 Negative Comments out of 26 Total Comments is 92.31%.

POSITIVE Comments

2 Positive Comments out of 26 Total Comments is 7.69%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I am actually happy to discover that bb is discrinating aginst the hanicapped and that bb considers the united states govt. especially the social security aedmin a bad risk. Ifor one intend to do all possible to make this right since i sit at my computer all day in my wheelchair, i have no movies to watch so i will email and call everyone starting with ssa, irs, fcc, and all govt agencies conected to bb. and tell them joyfully what bb thinks of them and the disabled of this country. your people hung up on were rude and disrespectful, no i will return the favor.

    Anonymous 1/21/10 11:29AM

  • Blockbuster tried to rip me off. They overcharged me for a movie purchase and refused to refund me the difference. Only after arguing with them did they finally give me my money back. The people at the Victorville branch were rude and extremely uncooperative.

    Anonymous 1/4/10 2:51AM

  • I rented a game holiday pack. That stated that I could exchange the games for different ones sounds cool hu. So we rented a couple of games took them home and played them decided to exchange them for some different ones. Its new years eve long line I have my games my reciept the two new games we picked out. get to the register and Jeff says he needs to update my account needs my visa or bank account number. For what Ive been a customer for over 21 years. Thats policy he says and the guy who rented these to you got fired. (as if that matters) we just need it. I said no you dont so i didnt get the games that was on the holiday special because you can changes rules half way through the game. I paid for a service they didn't honor Lost 4 days on the game rental. So now im taking my money else where after 21 years and two kids later we can spend our money somewhere else their loss.

    gamers blues 1/2/10 4:27PM

  • I got an e-mail CHRISTMAS DAY bright and early in the morning saying your account is on HOLD. Seriously? I've been having this problem for about 2-3 monnths now and it still isn't resolved. I've updated and re-updated and updated again my account info with the SAME information! One person said, well it could be your bank, another said this card is being rejected then the last, "oh, I don't know why they said those things - your payment went through just fine" All of these responses within an hour! And still, I have the SAME problem and still no response to my e-mail (I'm not holding my breath since I never received a response to my first e-mail UNTIL I called and spent about an hour with them last month. Before this I never gave netflix any thought, but I guess I may be heading that way VERY soon.

    vicker 12/30/09 8:05AM

  • I joined BB Online because I like the idea of in store exchanges. During my free two week trial, I got the wrong movie twice and had blockbuster ship and receive one movie the same day(??). I was already disappointed but decided to give it 3 months because I really did like the in-store exchanges. Well after 1 month of continued problems (damaged discs and continued wrong movies) I was still on plan to give BB 3 months. Then they double billed me for December. After 20+ minutes on a phone with a rude, difficult to understand customer service rep (who also refused to let me speak to a supervisor) I canceled the account. The day before my account was actually supposed to be billed. No surprise BB has failed to refund my charge. I have sent several e-mails (I can\'t deal with spending another twenty minutes talking to one of their inept CS reps), obtained reference numbers and been promised a reply within 24 hours. Not heard a single thing. Do NOT deal with Blockbuster you WILL be disappointed and likely ripped off.

    nyscilla 12/10/09 4:22PM

  • I am so shoked by this company! They said they didn't get back a movie and charged my checking accont for it without even contacting me. Then when I contacted them they said they would refund the $. It has been nearly a month and no refund! I'm on the phone waiting to talk to them again. NO I'm NOT! They just hung up on me?????? Be careful!!!

    Anonymous 10/26/09 10:13AM

  • Had to call Cust Serv to place acct on hold for 3 mos. Online hold process not working. Selected reason (other) which requires comments. Cust Serv is forwarding following comments to Dallas Corp. Have asked for a call back.

    Comments forwarded by Cust Care...
    I cannot get BB to ship any of my 20+ available DVDs at top of my que! No shipments in over 30 days! Cust Care finally admitted the new enhancement process is NOT WORKING. They have sent URGENT reports to the Chic distn center on my behalf 2-3x per week, and never receive a reply. If acct put on hold for 3 mos, they tell me all BUGS in new enhancement process should be fixed. Let's hope so.

    Hopeful 10/22/09 9:08AM

  • Just cancelled my 2 week trial with 4 days left. Movies took more than a business week to get to me. When I questioned them on it, they said my movies were being sent from the West Coast distribution centers because the ones in the Philadelphia area were doing an "upgrade" Also sent series discs out of sequence. Really?, I don't want to know what happened on disc 3 of a TV show, when I haven't seen the other 2 discs in the series. They also charge for movie downloads, and don't even offer them for Mac OS.

    I'll agree with alot of posts on here that a few years ago, this service would even pale in comparison to Netflix, but not even close anymore. They also have closed 1000 stores this year. Per the websitre, the closest store to me (right outside of Philadelphia) was in another STATE!) Buyer beware, when you try to cancel on the website, it goes to a blank screen, and will not let you continue with the cancellation. I tried on 3 different computers.

    Avoidatallcosts 10/9/09 7:09AM

  • I have a blockbuster all access account. They advertise that you will have 3 movies at time and when returned they will send out the next available title in your queue the next business day. This is a false statement as at times they have not sent me videos for over 5 business days. I called and told them about this....they explained they were updating their systems and all the problem would be solved in a week. This has continued for over one month now and is still not fixed. I have called the corporate office, made and executive complaint to no avail. This problems continues to happen for over 6 weeks now. They should not be allowed to advertise their service as one thing and deliver a totally different level of service. I have had this account since it began and they level of service is continuing to decrease with time. When you have title that are available in the top of your queue, they do not send them out the next business day. They send the videos out in such a way that you really are luck to have 1 video at a time even though you paid for the service with 3 videos at a time.

    UberEvil 9/23/09 11:40AM

  • I have been on the free trial for about 10 days. THREE movies have been lost in the mail. Two movies took 5 days to arrive. Today, I was sent a movie not even on my list... I was told it was because the nearest shipping center needed to be updated and dont worry I am not the only one with this concern.

    The customer service (not literally) seems to speak a different language, and attempts to solve things with in-store coupons. I just wanted to try a service and make sure it was worth $19.99 a month - guess I will try netflix.

    Anonymous 9/2/09 7:47AM

  • Useless website and TONS of errors! Shipping is not prompt. And the customer service rep gives wierdest possible reasons for the delay. Yes these folks are definitely going down the drain. Nope it is not the economy. It is their sloppy service.

    Anonymous 9/1/09 3:41PM

  • I have been a customer of BlockBuster and BlockBuster Online for over 8 years. They are now horrible. They do not ship movies. Movies that are "avaialable" become "short wait" and "long wait" so your queue gets locked up. They will not ship the next ones in line that are available. I believe this is intentional to slow or stop service. I will be cancelling my service soon. Their contact customer service pages do NOT work. All of a sudden the links are broken?????

    Anonymous 9/1/09 6:41AM

  • After having plenty of "available" movies at the top of my queue, I once had to wait over a week before the next one in line was sent to me. I contacted customer service and she acted like it had to be my fault, saying I must not have had any movies in my queue, but I clearly did. She eventually agreed to send me some coupons for free rentals. Problem is, she never sent them, even after I called back two more times. I think it's time to go to Netflix.

    Brett 8/23/09 2:16PM

  • I got bad service in the store. Spoke with customer service rep. They promise to send a online coupon that they promised for a free movie and I never recieved it. I felt like if I was being used for the phone survey!!!!!!!! To give a good one only to be let down.

    Anonymous 8/12/09 3:31PM

  • I just a few days ago signed up for a free 2 week trial with Blockbuster (think it was called total access,..and I was supposed to get up to 3 videos at a time with no monthly limit)... After 2 weeks i was supposed to be billed 19.99 I believe.Well, as soon as I finished the sign-up...they tricked me with what I would call "Bait and Switch"..Asking me on screen if I'd like to change my rental plan? As there were no Blockbuster Stores nearby. I think the way they put it: "none withen 5 miles". So I clicked yes, as Id save 2-3 Dollars on my rental plan, once my free trial ended. So, Instantly they revoke my free trial! And inform me onscreen that my Billing date is the next morning August 07, When I'll be billed $17.01! I immediately cancelled my subscription, when faced with these shady dishonest practices. But to no avail, found out that Blockbuster had already stolen 17.01 from my checking account. After several email communications to customer service, complaining of this theft..they agreed to refund my money withen about a week. (Acting like they were doing me some great favor and kindness). They stubbornly refuse to reinstate my free trial...even when informed how they prompted me to change my plan. They in place of what they owe me.... have repeatedly offered me some totally "Piss Poor" Rental plan that isn't even competitive or appealing. (Without any free trial included). Iam going to phone customer service Monday, now that I've finally been able to find a phone number for them. But Iam not encouraged...given how arrogant and unresponsive they've been in my numerous e-mail exchanges with them. So, Everyone Know this: BlockBuster is totally crooked! And They dont Give a C..p about customer satisfaction! I think Blockbuster is a terrible organization,..I've tried and tried to reason with them...but they don't give an inch..even when their totally in the wrong. William R. Adams. wll9ada@aol.com

    meadowman77 8/7/09 10:56PM

  • I called the blockbuster online number because I got my movie later then what I paid for and they were going to give me $2.00 out of $5.00 for rushed shipping and asked me what they should do to fix it

    bucko_bunny 8/5/09 2:43PM

  • It's funny just how accurate many of these complaints are. I too agree that Blockbuster used to be a great deal, but it now blows huge chunks. Just as others have said, they recently took away the feature of shipping out your next movies in que whenever you brought them in for store exchange. As far as providing a number to reach them yes that's also hard to find which you would think would be in their interest to prevent people from logging on to sites like these instead. Zoh well, off to netflix we go as well!

    lilroro 4/30/09 8:00AM

  • Blockbuster Online sux!!
    This company is going downhill. To begin with they don't have a customer service number on the website. I had to google it so i can actually talk to someone. I just canceled my membership, because they used to offer good value for the money, but not anymore. I used to pay $30 to get 2 movies on the mail and then exchange them for 2 more at the store, but now u can only have 2 at the time for the same amount of money. When i called to cancel they try to convince me to stay, but when I said i wasn't interested the rep turned rude and said she couldn't give me a refund for the last month of even prorate. Im switching to Netflix and never coming back to Blockbuster.

    daniela77 3/24/09 1:38PM

  • I am soooo frustrated and disgusted with Blockbuster. I don't know how they got my credit card number and I never ordered anything from them. They keep stealing money from my credit card and I have called them a dozens time just to be placed on hold for a minimum of 15 minutes, they give vague answers, their names that are understandable, they promise that they will stop drafting my account, but month after month they continue to do so. This needs to stop and the better business bureau needs to look into their practice of scamming people. I'm pursuing legal aid to assist me in getting my money back and stopping them from continuing to draft my credit card account.

    Beck 2/18/09 10:33AM

  • They are DISGUSTING. My acct was charged for about a year every single month after my subscription was cancelled. Online Customer Service is useless. I called every single month and it took about another year to just get them to figure out what happened. DO NOT DO ONLINE BUSINESS WITH THIS COMPANY. They are completely inept!!!!!

    Anonymous 2/3/09 8:22AM

  • Customer service is very bad waited for 45 minutes for the live person and I gave up finally without talking

    18175 Midway Road 1/12/09 5:54PM

  • i have repeatedly asked blockbuster to cancel my account and still they send me movies and charge my bank account. i am very frustrated, no angry that this company disregards my emails. do they not read the emails or do they just ignore them????? i'm going to hve to close my bank account because of this one company. i have told anyone that i see that BLOCKBUSTER SUCKS!!!!!!

    Anonymous 1/12/09 2:29PM

  • I went to blockbuster in Shreveport, La on Mansfield Rd. for the first time on 1/3/2009. That will be my very last time going. Not only did I have to return my 2 movies I purchased because they were really scratched; but when I got there I was looked over by 4 employees. They did not acknowledge the fact that I, the customer, was standing there 3 minutes waiting on help from 4 employees that were not busy and not with other customers. I said excuse me twice to 1 of the employee and she just looked at me and proceeded to talk to her fellow employees. I've been in customer service since I was 15 y/o, and I'm 26 now. I always gave great customer service and when I go somewhere I expect people to know, understand, and apply good customer service. I live in Shreveport, but for now on I will go to Bossier City to purchase my movies. I am a blockbuster customer and have been since I was a kid, Bossier City store ALWAYS was professional and great! I will never ever go to Shreveport store again and I will advise everybody I know not to. My experience there ruined my whole night. I hope this letter gets in the hands of the appropriate person and something gets done about it. Thank you, Very dissatisfied cutomer, Christopher Henderson.

    Chris 1/3/09 7:07PM

  • I have tried to cancel my account online multiple times. They say they can't find my account but keep taking my money and sending DVD's. LOUSY customer service

    thesaltinator 12/24/08 9:36AM

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  • I just called customer service converning a lost movie from a kios. The service from friendly and helpful. I cancelled my online service over a year ago but with this issue I had no problem resolving my issue. Hate to see all the negative comments.

    texasgirl 1/13/10 11:54AM

  • WOW! all the comments were bad, but I must say for myself I have dealt with Blockbuster for some time now something like 8 years and have always had good service. I am a nice guy though and try to solve issues gently. It will get you a long ways doing it that way. I dealt with them today and waited ten in half minutes I just put the phone on speaker phone and waited calmly and I was off with them in 1 minute issue solved and got a couple free movie rentals out of it not so bad. Good luck out there.

    gonenuts 2/9/09 9:36AM



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