July 18th, 2006

S&G 1

More Hollywood Drama

On Sunday morning we went back to Hollywood Video to turn in the movie we bought on Amazon. (Refresher: after they lost our movie, the kid working there had us pay the late fees and said "the movie is really expensive if you buy it from us, so go buy it from Amazon or something and bring it back whenever.") The girl behind the counter was a manager, and she asked us who had talked to us and had us pay the late fees, because apparently they're not supposed to manually check the movie in when there's no movie there, and there was no way for them to track us and make sure that we bring in the movie since their records said we were golden. We told her the kid's name (I remembered, and we also had a copy of the receipt) and went on our way.

Then on Sunday evening the manager girl called and left a message, asking how we paid for the late fees because they didn't have that information on their system. She said it wasn't anything we did wrong, but she wanted us to call back and it was very important for us to talk to either her or the store manager.

So yesterday I talked to the store manager for 10 minutes. I told her my story, she told me hers, and apologized, and asked us to bring the receipt in so she could look at it. I guess she's writing a letter to corporate about it or something. So I wouldn't be surprised if the guy who helped us out gets fired.

The only thing that slightly annoyed me was that she made no effort to try to get us shopping there again, except for apologizing. We don't like to make a stink about bad customer service, but if I were her I still would have offered us some free rentals at least, especially since she said if the people took care of it correctly we wouldn't have had to pay as much money in late fees or to buy the stupid movie. And since we brought it back even though we wouldn't have had to, technically, and they never would have known. Whatever.