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We just had a horrible experience at Hollywood Video. A couple of months ago, we rented Mansfield Park along with a few others, watched them , and took them back to the store. Last month we went to rent more movies and the kid behind the counter said that they had no record of us returning the movie. But he let us rent movies anyway, saying he took care of the problem when we told him we turned them in. We got no correspondence saying they were missing anything, so we thought nothing of it besides that the people at Hollywood were annoying.

Yesterday we went back to Hollywood to rent more movies. The guy behind the counter (different guy) told us our account was flagged because of the "late movie" and they weren't allowed to rent to us. So we went to the other location (there are two in Corvallis and we use both of them because one has more selection but the other is closer) to see if maybe we turned it in at the wrong one. No dice. The girl there told us that usually when a movie turns up missing we have to just buy a new movie for $20.

So back we went to the first location. The guy said that we had to buy the movie PLUS pay the late fees of $30. We stood at the counter for forever, while a long line built up behind us (there were two other people in the office that wouldn't come out to help them either) and the guy tried to find Mansfield Park in the system to see how much money it was going to be, and couldn't, and tried again, and couldn't. Finally he said "this movie is coming up as $30. And I don't want you to have to pay that much." (Thanks, Mr. Customer Service.) "If you go to Borders and buy it for cheaper, you can bring it back in whenever. The late fees won't happen again because the movie is 'checked in.'" We're pretty sure we'll get more late fees, but we're going to wait awhile before we take them a movie anyway. Oh, and in the car I told Cory we should mention that someone else said that we were all taken care of, and he said "well, they'll probably say that person doesn't work here anymore." And sure enough, that's exactly what they said.

I'm annoyed that they never tried to contact us to tell us that the movie was missing, and that they would rather employ people with no customer service skills (the manager of the store kept coming out to the register and grabbing something and leaving, even with six people in line) or no skills at all, and then let their customers rack up late fees on movies they've already returned.

It's bad to make me mad when I'm hot. It was so hot yesterday. We had both fans blowing full-speed all day and all night and it still is noticeably warmer in here than it is outside. And it's supposed to get up to 104 again today. Two hot days in a row are bad because the house doesn't have time to cool down. It took me ages to go to sleep and I woke up several times in the night. It's too bad we have to have horribly hot days in order to have fresh cool mornings, because I love those.



( 6 comments — Leave a comment )
Jun. 26th, 2006 02:31 pm (UTC)
You should find a small, local movie place. :D
Jun. 26th, 2006 03:26 pm (UTC)
We should. The only problem is sometimes we like watching movies that not even this particular Hollywood has, and we have to go downtown to the other one. I've been thinking about Netflix too, but so far Cory's not liking that idea.
Jun. 26th, 2006 03:27 pm (UTC)
People seem to like Netflix.
Jun. 26th, 2006 03:29 pm (UTC)
Yeah - usually though it's like Sunday afternoon and we want to watch a particular movie that evening, so we go get it. Netflix wouldn't work like that very well.
Jun. 26th, 2006 03:11 pm (UTC)
Hollywood Video did this to us too. My husband had to rent something there that our regular video store didn't carry or wasn't in stock. We hadn't been to Hollywood Video for at least 2 years. They said we didn't return a movie from the last time we were there. We know we did. They let him rent what he went in for but told us we could never rent there again.

Which is fine, because we never plan on going in there again. But still...now that I hear this happened to you too I wonder...
Jun. 26th, 2006 03:28 pm (UTC)
Yikes, that's not good that we're not the only ones. Two years of not calling and following up is ridiculous. Why give out our contact information at all?
( 6 comments — Leave a comment )