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"This review concerns Blockbuster's online rental business, which is currently called Blockbuster Total Access. I chose Blockbuster over Netflix because of the monthly coupons for local stores that Blockbuster offered. My service went somewhat well until I moved to a smaller town. It took 1-2 days longer to receive my DVDs. And since there wasn't a local store the coupons were of no use to me other than when I took the time to sell them on eBay. Also, there were many titles that were in my cue for months and they were never sent to me. It seems for titles like those that multiple people are waiting ages for they would buy an extra copy.During the final month of my subscription I had a couple of problems. One of the DVDs I requested had the proper sleeve, but the disc was something else. No doubt it's easy for someone to get a copy of the latest Batman movie if they rent it and then replace it with their personal copy of Attack of the 50 ft Woman. Blockbuster should perform better quality control. I sent it back and the only thing they did to rectify the problem was send me the correct movie. I think I should have received an extra rental for that month. A second movie I rented at that time was so badly scratched that it wouldn't play in any player in the house. I was unable to watch it and just sent it back.Rather than bothering to cancel my service, I just didn't update my credit card information once it expired. I still have an account with them years later, but they eventually stopped sending me renewal notices. I probably won't do business with them again unless some form of SOPA passes."
"Worst order experience ever. I only ordered from blockbuster.com because I got a gift card for the holidays. I placed my order on the 6th for 2 games. I had to pay $5 over my GC amount for shipping, which is rather ironic considering how completely horrible their shipping is. Well, I placed my order on the 6th, and at the end of the week (11th) I noticed that nothing had even shipped! So I email them and they reply that "it will take within 15 days for the movie to be processed and to be officially shipped." Ludicrous! That is the longest wait time I've ever seen! Finally, on the 16th, a portion of my order shipped. Just one of the games. That one hasn't arrived, and I'm still waiting on the other game to ship. DO NOT ORDER FROM BLOCKBUSTER! They take way too long and don't care about you or your orders at all!Edit: The stuff above looks like it came from a whiner. The order was made on December 6th 2009, it's now January 28th 2010, and the second item from my order still hasn't shipped. I've contacted Blockbuster Customer Service 4 times and they keep trying to lead me in circles by giving me different delivery estimates and telling me to contact them again if it hasn't arrived by then.Well, 57 days after the order they told me that if it hadn't shipped 5 days after the purchase date that I should contact them. So i replied to that saying that it had been 5 days. The reply given to me was that I should an apology for the 5 day quote and that I should wait 15 days. I threatened legal action if I don't get the product or a refund and intend to pursue it.Learn from my mistake and never patronize Blockbuster.Edit: 2/24/10It's now been about 3 months and Blockbuster has finally declared a decision to refund my money. That was over a week ago, and I haven't heard anything since, so I sent another email just now. Blockbuster is truly a joke, and I've already declared the whole purchase a loss, so now I just write very to-the-point emails of my queries. We'll see what happens."
"I had ordered three Wii controllers, all of which were listed as being in stock and ready to ship out. Two weeks later I receive an email from Blockbuster, stating that they cannot fulfill most of my order. During this time I had passed up deals on the same items, as I had trusted Blockbuster to fulfill its part of the transaction. The long delay in notifying me that they couldn't fulfill their end of the deal is completely unsatisfactory, and I definitely will not ever do business with them in the future! "
"Blockbuster is THE WORST company to do business with I have ever experienced. Their customer service is the worst and most incompetent I have ever seen. I made a simple online DVD order and I tried to return it and they messed it up 3 times. Finally the time wasted working with them was more than the value of the stupid movie and I gave up. If you ever have to use their customer service be prepared for frustration because I guarantee you that it will be a nightmare. I suggest you avoid them like the plague and do yourself a favor."
"I ordered a game (that was in-stock) from their website, and they charged my credit card immediately. After a week and a half of waiting and my order had not shipped, they cancelled my order, saying they "can not fulfill", even though their website still shows the game as in-stock. After waiting for my refund and not receiveing it for a couple days, they told me it could take up to 14 days! They charged me immediately, never shipped the order, and they claim it could take up to 4 weeks after the order for me to get my money back? Terrible, and possibly illegal. I will never do business with blockbuster.com again. I still haven't gotten my money back."
"Horrible! Ordered 2 XBOX 360 games for the kids and after two weeks they canceled the orders saying it could not be filled. They were quick to charge my credit cards (same day as order) but waiting two weeks for something that was listed as IN STOCK at the time of order. Haven't received my refunds/credits yet...stlil waiting. That was my first experience and will be my LAST."
"Charged immediately for two Xbox 360 games that I purchased and then waited over two weeks before canceling my order without reason. This is not an acceptable way to treat your customers. It does not take two weeks to make sure you can fulfill your order, and even if it does you should not charge immediately for the purchase. This is very disrespectful and borderline criminal in my opinion on the part of Blockbuster. I can say that I will not purchase from Blockbuster again and I will be canceling my in-store unlimited rental plan that I've had for the past year. If Blockbuster doesn't value me as a customer they can look elsewhere for business."
"Like rest of reviews below, ordered a game (Orange Box) and waited 2 weeks for delivery. Received an e-mail today stating that the order had been cancelled (not able to fulfill). This is not how you do business! Don't make the customer wait 2 weeks before cancelling. I will never do buy anything online from them again."
"Charged immediately for items that ultimately never shipped. Previous orders that did go through took weeks for processing. Very lame."
"Like several other reviewers, I purchased a used game from blockbuster during the holidays. They immediately charged my credit card. After 2 weeks of waiting, I e-mailed customer service to inquire about the order. Two days later, my response was "We have cancelled the following item(s) of your order as we are not able to fulfill." I should get my refund in 5-7 days. So, more than three weeks after the order, I will get my money back. I wonder what would have happened if I hadn't e-mailed them to inquire about the order. I've had bad experiences with Blockbuster stores in the past, but thought I'd give them a shot online. I will never order anything from them again. "
"Placed Order for Orange Box on December 24th and they canceled my order 14 days later."
"They charged my credit card immediately for a game I purchased, and two weeks later the order was still "in progress". So after calling them and waiting on hold for nearly an hour they determined they were unable to fulfill the order. Had I not called I'm sure it'd be a long time before they decided to fill the order, if at all. Poor customer service as well. Definitely won't shop there again."
"they took my money from the get go. i ordered three games w/ a coupon. my status was in progress for 2 weeks. got three seperate emails today saying they were unable to fulfil my order. no *sorry* or anything..."
"I ordered 16 Previously viewed HD-DVD's from Blockbusteronline.com After I placed the order, I realized that one of the items, 16 Blocks, was a new DVD, that carried the same price as the previously viewed HD-DVD, and was ordered in error. I quickly tried to call them to switch it, but their phone number is nowhere to be found on the website. So I emailed them about it asking them to switch it. They emailed me back telling me to return the item when I got it. Again I told them to switch the item before it shipped, and to not ignore my request, and again they told me I could just return it when I got it. This was not doing what I asked repeatedly, and instead just trying to place the workload on me, which is very lazy and could have been rectified with a couple of clicks of the mouse. After realizing they had no desire to help me at all, I canceled the entire order. They responded by shipping items. The only item that they shipped, was that new version of 16 blocks that I didn't want. I called them demanding to know why they sent items that I had cancelled. They kept repeating that the problem is that the item was already shipped. I asked for a manager, they hung up. I kept demanding that the rest of the order be cancelled, they refused saying that even though the rest of it wasn't shipped, they couldn't cancel, because it was in process. I was finally told that they would refund the 16 blocks if I returned it. I asked if I would have to pay shipping costs. They assured me that I wouldn't. There is no prepaid postage on in when they sent it, so it appears they lied to me. The rest of the order hasn't been shipped, yet they "assure me" that it cannot be cancelled. This is some of the worst business practices that I have ever seen, and should be illegal. "
"I have been a BlockBuster (BB) online rental customer for several years. I have not had any major issues with them. Occasionally, about 1 in 15 discs, I receive a cracked DVD. But this is due more to rough treatment by USPS than BB. USPS runs all mail here through their automated system and sometimes it cracks the disc. I guess the USPS machines were designed before mailing DVD's became popular. We're probably going to have to put up with cracked discs until the USPS machinery is too old to repair and must be replaced. ;^)One problem I've had with BB is with ONE DVD title: "The Thin Red Line", 1964. I rented it 3 times. Unfortunately, the first one they sent me was cracked and the last 2 they sent me were the 1998 version staring Sean Penn. BB has since fixed this problem by no longer offering the 1964 version. Thanks to USPS, I'll probably never see the 1964 version. Apparently BB only had 1 in stock.One irritating feature of BB's queue is when they say "Coming Soon", "Very Long Wait", and "Long Wait." For DVD's I have added which have these availabilities, their status has never changed. Essentially, this means "YOU'LL NEVER RENT THEM." Even DVD's which say "Short Wait", their status do not change for a month.Luckily, most popular movies show as available for rent.Last month, I also started a Netflix membership trial. I wanted to rent "ER - Season 7" and the BB status was "Very Long Wait", meaning I'd never rent it. Nearly every single Netflix title has an availability status of "Now." Netflix has a much larger selection of DVD's which are available for immediate rental.The most notable difference between Netflix and BB is speed. Both companys' DVD's return to #25,xxx PO Boxes, same zip code. They are probably in the same USPS building! BB claims when I return a DVD to their retail store, they will ship faster. Yet, if I return them in the morning, NOTHING HAPPENS until the next day. It's the same when I return them via USPS. NOTHING happens for 2 days. When I return Netflix DVD's, they receive them the NEXT DAY and immediately mail the next DVD the same day. Netflix is ALWAYS one day faster.Finally, Netflix's website Queue is much quicker and easier to use than BB's. When you change a DVD's position by dragging and dropping, it's immediate. For BB's Queue, when you do the same, it redraws the entire page and your CPU usage jumps to 100% for several seconds, causing FireFox to freeze or stutter. Netflix's Queue is far better.If you want to exchange DVD's in a store for an immediate rental, then use BB. If you don't want to pay extra for this or don't have a BB store near you, use Netflix instead."
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