Blockbuster Online Customer Service Complaints - page 3

I've had Blockbuster Total Access since it first began. While I was not happy with the price escalating almost 100% within the first year, I accepted it because I felt I was still getting value out of the subscription. The service has been up and down...meaning sometimes good, sometimes bad. As of late, it has been atrocious. The titles that you check in at the Blockbuster store are not clearing from your queue. This has been going on for at least a month. The third week I reported it online, the message that I received basically said that since I've reported so many problems they were not going to do anything to help and that future movies would not be sent until the movies they showed were checked out had been received by mail. In other words, it doesn't matter that you checked them in at the store and that Blockbuster is having issues clearing your queue, you the customer are to blame because you've reported Blockbuster problems more times that we, Blockbuster, want to hear about them. Blockbuster has problems and the customer is punished for telling them. I used to really be happy with the value I got from the TotalAccess plan. I have Netflix for streaming movies, guess I need to move to them for DVDs as well. What a shame. Blockbuster has/is imploding. Terrible customer service. Not the people that you speak with after waiting anywhere from 30 minutes to over an hour to speak with a representative (foreign call center), but the company itself. I have to say as much as I HATE dealing with a call center in India, the people I get on the phone have been professional and courteous. They just can't do anything about the problems that I have been reporting. The excuse is that they moved their headquarters (or something like that) including all their servers, etc., and they are still experiencing technical issues. A month or longer of technical issues equals a reason to replace your entire IT staff or get a new outsource if it is farmed out. I hate to see Blockbuster completely disintegrate but that appears to be the path the company is going down.

I recently signed up for Blockbuster's online 30 day trial... BIG MISTAKE! They sent me the same movie twice and never updated the que. I tried calling, worst customer service! Every time I call I get the automated "we are experiencing higher than normal call volumes." I highly doubt that. I emailed and they said I would get a 24 hour response, only to get an automated email right after stating they were recieving higher than normal email volume! I had Netflix prior to this, and I always got a human being every time! Save yourself the trouble, blockbuster is an EPIC FAIL!

I a disgusted with the service. I have sent emails, letters with dvd's , and still they keep sending DVDs. I asked them to cancel my account one month before it was over. Now they have charged my credit card.

I've been wondering why Blockbuster was lagging lately. Apparently I've read somewhere their having system problems as of lately. This would perhaps explain why my titles in my que are not being sent to me, titles I return in store are not being processed thus resulting in me not getting me next available titles. This is the 2nd time this has happened. The 1st it took a week before they sent me my new titles. Still no excuse for Blockbuster. Very unprofessional. Not even one single email is being sent to subscribers by mail saying their having problems. I will definitely cancel but right before my next billing date.

Well I just discovered a monthly fee by Blockbuster of $19.59 that goes way back. Never signed up for their services. Contacted customer service and clearly they can't comprehend my problem. We shall see where this all ends up. Not starting off too well. I thought they went bankrupt.

I called today to get an unauthorized charge removed from my credit card and the customer service people told me that they could not help me. They said I would have to provide a supeona in order to get access to the account to find out who had set up the account using my credit card. Unbelievable!! No wonder this company is going out of business!

Decided to give Blockbuster another chance after Netflix raised prices and pissed customers off. Blockbuster had HUGE opportunity to take back some of the market share from Netflix. I signed up for their service and it is TERRIBLE!!! Don't get ANY new releases sent to me. I can't even get them to send ones on my que that are available!!! Exchange 2 movies at nearby store, watched and returned them, now 10 days later it shows on my que that I still have the movies in my possesion! What a total f?:> up..... their service is horrible. I am cancelling my free month it sucks so bad!! If they try to tell me that I didnt return their two movies, I am going to get a lawyer, and sue them! What a bunch of morons! Looks like its back to Netflix. At least they actually send you movies for the money they charge!

I am livid, i rented two movies from the blockbuster kiosk and returned it to my local store the very next day. 30 days later i have two charges for $32.68 on my account bc a BLOCKBUSTER store is not the same and in no affiliation(as advised by the 1-877 for the kiosk customer service) as a kiosk.
Anything you rent at a kiosk has to be returned at a kiosk, and my local blockbuster store has had these movies for the entire month i guess just up their asses knowing they cannot be returned to them, they couldnt call the number on the movies and find out who they belonged to?? and maybe call me and let me know to come get them and return them to a kiosk, $66 for two horriable movies i dont even have in my possesion,F BLOCKBUSTER!!!!

Blockbuster, through Dish Network is terrible. I have had Netflix for years without a single problem. Never a problem over a lost disk in the mail, nothing. Their service is great. Blockbuster, on the other hand, cannot seem to do anything right. I mailed a movie back to them last Friday. It is now Wednesday of the following week and they have not even acknowledged getting the other movie, much less send out another one. Netflix ALWAYS sent out another movie the same day they received mine. Blockbuster doesn't acknowledge getting it for days, and then doesn't even send out another. They are terrible. I know why they went bankrupt. They should have been kept out of business. They don't deserve to be in business.

Blockbuster online rential (mail-order) is terrible - I selected the blu-ray discs b/c I recently purchase a BR player, and enjoy the quality over DVD. However, my local mail-order (which happens to be Sarasota/Tampa, FL) sucks as far as availability times...all my queue's have a label of long-wait or very long-wait, and have been that way for over 4 months. How I can justify paying $10-15 a month when the wait times are ridiculous and the arrival vs shipping times keep getting slower and longer... its beginning to be a rip-off service anymore.

Charged 31.95 for a movie I returned... although I returned another movie with it, they refuse to refund because they claim they have no documented issues with the kiosk. In other words, I'm lying because I wanted to pay 31.95 for a movie I could have bought for 7 dollars. Their customer service is nonexistent.

I rented a game at our local store. We signed up for a promotion in store that allowed for unlimited use of the game and had the game for about 32 days. I noticed a charge from Blockbuster on my credit card for over $60 so went back to the store to find out what was going on, only to find the store had been closed down. So, I travelled about 45 mins to the next nearest store and turned in the game. It's been more than a month now and no refund. The store manager said he can't help me because the charge didn't come from his store. The Customer Care line is of NO HELP AT ALL. I have been told that the issue is escalated to a District Manager for a month now and I will get a call back, but that never happens. There is no longer a working Corporate phone number and trying to get anyone to give me some answers is failing miserably. I will NEVER rent/buy/suggest Blockbuster. I will also not stop calling to get this refund. It's not alot of money, but more so the principle of the matter. Get your act together Blockbuster!

Blockbuster sent me an email to resubscribe and when I tried to they imformed me that i was expelled. I dont know why. I was never given a notice or a reason why. I cant reach customer service so I guess I'll just have to use netflix.

I've been a Blocbuster online customer for abour 6 months. The good news is that the movie service works pretty well. If you want video games however, don't bother. Like the poster below mentions, a few weeks ago, the availability no longer shows for games, even if they are in your queue. Not that it matters as most of the games were in "Very Long Wait" status when they did show. The website is falling apart. My software will no longer store the password for login, this started happening bout a week ago. The "remember me" function also does not work at login. So now I have to type in my full email and password every time I want to login. Also about a week ago, thier duplicate title function stopped working. I have emailed customer service several times and have been very dissatisfied with their responses. They always apologize, but never actually directly answer my questions or fix the problem.

I signed up for a trial account in March 2012. I quickly discovered that they have virtually ZERO games in stock, it doesn't matter whether it's a popular new game, a popular old game (2-5 years old), or a lame old game. What's more, when you look up a game it doesn't show you how long the wait is for it until you add it to your queue. Well that's just stupid, since almost none of their games are in stock or available anytime soon, but the only way you can even find out for sure is to add the stupid thing to your queue, then go look at your queue to see how long the wait is.

At one point I had more than 30 games in my queue of all types (PS3 btw), and NONE of them were available, not ONE. Not only that, but the wait time for a game almost NEVER changes. So if it says Very Long Wait, Long Wait, Short Wait, whatever, it just stays the same and doesn't ever change. Maybe if you wait for months it actually changes, who knows, but in the 30 days I tried it out I only saw one game change from Long Wait to Short Wait, then it went BACK to Long Wait! I did manage to find a few games to rent somehow, but they were pretty pathetic, no-name games that the average person has never heard of.

The bigger issue though is that ever since about March 20th 2012, the game availability doesn't show up AT ALL on their website. You can still look for games and add them to your queue, but when you put them in your queue it no longer shows any information about how long the wait is, it's just blank. It still works properly for movies, just not games. I complained to Blockbuster and they indicated they were aware of the problem, but it's been over 3 WEEKS since then and nothing's changed.

Having worked in the industry for many, many years overseeing the development and management of high end B2B and B2C data driven websites such as this, I can tell you that in our company there's no way in HELL a problem that big would be allowed to continue for more than a matter of hours, much less days or weeks. People HAVE to be leaving Blockbuster in droves by now, if they weren't already having enough problems before.

I'm actually wondering if Blockbuster hasn't halted video game rental by mail altogether and they just haven't told their customers yet. I can find no other explanation, and it's just not feasible that a problem as major as that could continue for going on a month now. What's more, not a single game I've put in my queue has shipped since then, so it reinforces the possibility that they're not renting games at all anymore.

Their movie rental by-mail service is actually halfway decent though. Their turnaround time to get movies to you and get them checked back in when you return them is pretty good. Their movie availability is also fairly good, I'd give it a B+. They're lacking in the Blu-Ray dept. though, and in some cases the DVDs they have are the older 4:3 aspect ratio DVDs from the turn of the millennium, rather than widescreen versions of the same movie that have been out on DVD for 2+ years.

To sum up... if you want to rent video games, do NOT sign up for Blockbuster by mail or I guarantee you'll regret it. If you watch a lot of movies though and want to be able to rent an unlimited number every month for a reasonable fee, then Blockbuster by mail may fit the bill you're looking for. Oh, one last thing... it's VERY easy to cancel or change your subscription, at least when their website is working properly (it wasn't when I tried to cancel, I had to email them to get it canceled).

A word of advice for people who live in Louisiana. Don't ever have the bad luck to set foot in the Blockbuster located in Marksville. Those people in there are the worst kind of Humans. Rude, crude, lewd, and downright foul!! Cow manure's worth more than any of them!! I almost knocked the store manager out cold because of her attitude towards my wife, but I didn't because I'm a built 6'6 250 lb man, and she looked to be no more than 5'0, 120 lbs. Someone else can knock her out, if they hadn't already. I hope to God that that store closes down!!

These people are the worst kind of entertainment providers, ever!!! The employees are very rude and not knowledgeable. I can almost guarantee you, none of them made it through grade school. I don't get why they're trying to compare with places like GameStop. Too bad, so sad that they had to file Chapter 11 Bankruptcy; nobody likes them!! They sucked before, and they're still going to continue to suck!! Do us all a big favor and stop trying!! Hang it up! Close, for the love of Christ!!!

there service center is in Inda. But the crap you have to listen to is an american. So you get your hopes help to talk to a person you can under stand. just to find out that it is not someone you can understand. we have had the last 4 movies not play. You call support to find that they will credit your account, but that is it. Then you try and close your account and they do their best to push you off to someone else. Because they don't want to have the ding on them for closing someones account because of the customer service. Sad, bring back the call centers back to the USA...

For months now, Blockbuster has failed to ship a 2nd or 3rd disk from my queue (despite that I have nearly a dozen "available" titles.

Call into customer service and they say they are aware of this problem, and state that it is because "I do not have enough available titles in my queue". I have more than 40 titles with a 13 available, and they state this is my fault for not having enough titles in my quese. So, I add more titles and wait another week... all the titles I add are suddenly changed to "Unavailable".

Blockbuster is unable to manage their services, they take the money for the monthly service then fail to provide the movies.

At this point, i am cancelling my account and encourage more people to use another service (Netflix is OK, but they overcharge).

Insufficient stock of titles to keep customers happy, refusing to deal with the problem and telling them customer it is "their fault", etc...

Iam very dissapointed that you closed your store on West Gray. I visited your store on Buffalo Speedwat and was helped by a very rude young man. I made the comment that I was dissapointed that your store on West Gray closed. He answered me in a very rude tone of voice,and said " I did not closed anyhting", then I said the company that your work for did, then he said to me," well, I didn't, the landlord did, I do not have the power to close anyhting!" Then I asked about my pack pass that i have. He said it was cancelled when the store closed, that it was only valid at the store of purchase, if he would had bothered to check he would had seen that I initially bough the pack at his store, there is a very nice hispanic lady that works there, she was the one that told me about it.
It is a shane that his attitude and demeanor made so made that I decided not to rent the 3 movies that I wanted to see.
I have been a customer for at least 20 years or more, most of the time you have very good people working, espicially at the West Gray store.This young man needs more customer service training, I do not remmeber his name, but it was 3/24/2012 @ arounbd 2:00 p.m.
Iam thinking now that perhaps is time to try other ways of renting movies and forget about Block Buster.

Unhappy customer.

we signed up for blockbuster total access no movies are available that are in our que. we cannot use the on demand on windows 7 home the movie link download says effective 3/20/2012 it is no longer available . long waits on all in que i tried 3 times to cancel prior to our billing date. they still charged our debit card today.
i will run as far as i can from any blockbuster service

I too am a $19.99 a month for 3 at a time and unlimited in store exchanges cuastomer. Since Dish took over, the movies in my queue (usually at least 30)are almost all very long wait. I think it's true that their new "Dish" signups get priority over us old BB clients. I always keep "short wait" or "available" movies at the top of the queue. In the last 7 weeks they shipped 14 movies (one broken). The store nearby is closed as of 2/1/12. I complained so they gave me a free month which is up this week. I can't see the value anymore and will try Redbox for Blueray and "must see" new releases, and start streaming NetFlix.

I have had the worse customer service from the Blockbuster on Main st in Hamilton Ohio The store manager Arron laughed at me and acted like I was an idiot. I called the BBB and was told the company as a whole has several complaints against them revolving around late charges poor service etc. I guess that is the reason they are slowly going out of business. I worked as a Manager of a large retail company for 25 years and am here to say I NEVER treated my customers this way... Boo on you Blockbuster and Arron your grand store manager of Hamilton what goes around comes around you should treat people better!! Totally digusted

I have unlimited movie rentals and have been a customer for years. In the last 6 months EVERY movie in my queue is a long wait or very long wait and they have been sending only 3 movies a month! I could pay less money and watch those moveis on demand plus 4 more. I have emailed them but their customer service is terrible! They actually offered me a free trial for by-mail. This is what I already have! They do not care about their customers nor do they read the emails. No wonder they're broke.

I tried a Blockbuster By-Mail free trial.
I sent a request for one disc (Call of Duty: Black Ops) and was in turn given Call of Duty 4: Modern Warfare which was in a Black Ops disc sleeve after waiting 4 weeks for the disc to arrive. I then went to their online site, told them I received the wrong disc, sent it back, and they attempted to send me another disc. Before it said a new disc had been sent out, I had cancelled my account (before the free trial expired). Two weeks after cancelling my account, I checked my account status because my Paypal had been charged which still said that the subscription was cancelled. The following day I received a disc in the mail from them that was sent AFTER I had cancelled my account. Needless to say, customer service DID NOT help me by reversing the charges made to my Paypal account and after receiving responding emails from 3 DIFFERENT CUSTOMER SERVICE REPRESENTATIVES (all of which clearly had not read the email(s) I'd sent thoroughly) I decided to let the world know how bad I found their customer service to be.

For such a "big" company, I'd expect them to know how to fix errors in their system.