Terrible customer service
Written: Jun 29 '07
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I have been using Blockbuster Online for the last 9 or so months. Overall, it has been tolerable, though the selection of movies seems to be lacking, and the delivery time is not exceptional - you will find yourself many times without movies over the weekend, even if you returned the movies on Wednesday to the store. They do have the new releases, but they definitely lack a selection of children's movies.
The delivery has been slow, approximating 3-4 business for me to get the movie, or little longer if it was over the weekend. They delay during the weekdays did not really bother me, since I usually do not have time in the evenings, but lack of movies over the weekend was a bummer - many times.
When Total Access started, I began to return the movies to the local Blockbuster, so my kids could get kids' movies and we would wait for our movies through mail. It seemed that the shipping was even slower when we returned it to the store, as at the time the stores had to mail the movies back to the warehouse, but the warehouse did not get the information on the return instantly.
After multiple complaints over the next month or so, they said they finally set-up their systems to be connected with local Blockbusters, but it still did not solve my problem. Mind you, their customer representatives may be writing polite and have grammatically correct emails, but they did not know how to resolve the issues and the different parts of the company seem to be totally disconnected. They would send me messages saying, I will forward to technical department, I will request our IT department to check, but when I followed up, they had no idea what the IT department was doing or what the problem was.
It got so bad at some point that I did not receive a movie for 10 days. So I began to send inquiries, they would write me back, say here is a coupon for a free movie while you wait, but IT department is looking into it. I was so desperate at one point, that I was writing and asking, please, just tell me what the issue is, not whether it is resolved or not. After 10-12 exchanges with customer service for about 3 weeks, they finally shipped me a few movies and gave me a free 1 month of subscription, for which they charged me! So I had to go back and tell them it is supposed to be free and they finally reimbursed me after 2-3 exchanges. After this, I noticed they added these nice "Returned at the Store*" signs in your Queue as soon as you return your movies and they ship out new movies within the next day. So I thought, ok, my feedback helped.
While all was going well with 2-3 day delivery time, during the next two months, they sent me two broken DVDs, so I again sent feedback and asked to re-send. Then they sent a wrong DVD and I sent notification, asking for the right movie to be sent.
Then a few days ago, I got an email saying, we "noticed a large number of DVD customer service issues reported on your account" and therefore we will suspend it while we review your account. I sent a complaint saying, "thanks for the way you treat your customers who provide you with feedback to allow for better service" and then they cancelled my account! What does that tell you about their service?! I must say I am very disappointed with their customer service.
They also seem to measure their customer service by different standards, as the surveys they send out after the response ask things such as, did the person seem genuine, did the person write grammatically correct email, did the person use correct spelling, and bunch of those, and then one question that says, did the person resolve your issue - but no way to explain that they did not... so if the customer representatives' performances are not really measured by resolution of issues, of course they will not try hard to resolve it for you, but focus on sending grammatically correct polite emails back.
Recommended:
No
What product did you purchase or try to purchase? Blockbuster Total Access - 3 at a time/$17.99 per month
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Epinions.com ID:
binderya
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Reviews written: 1
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