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.