Blockbuster Online Customer Service

User Reviews, Ratings and Comments



Blockbuster Online customer service is ranked #325 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.96 out of a possible 200 based upon 187 ratings. This score rates Blockbuster Online customer service and customer support as Disappointing.

NEGATIVE Comments

171 Negative Comments out of 187 Total Comments is 91.44%.

POSITIVE Comments

16 Positive Comments out of 187 Total Comments is 8.56%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Blockbuster Online

    Customer Service Scoreboard

    • 37.96 Overall Rating
      (out of 200 possible)
    • 171 negative comments (91.44%)
    • 16 positive comments (8.56%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.0 Issue Resolution
    • 2.9 Reachability
    • 2.9 Cancellation
    • 3.8 Friendliness
    • 3.1 Product Knowledge

Add your review!

Posted by Mescalero


I have paid for two movies and when I try to play them I get message which says the content is not authorized for playback. What a rip off! I will not be trying to rent any movies from u

Posted by Anonymous


Can't get the movie to play that I rent,it said error to contact costumer service.

Posted by Anonymous


Your customer service is terrible

Posted by ACOSTA


This sucks ive paid for two movies . Want to watch them in the weekend .says to contact costumer sopport and to my suprise blockbuster already took the money from my account and to my suprise blockbuster doesnt have sopprt on the weekends.You really suck tell your
manager you service is 0 onthe weekends is when most people with means to pay watch movies and if there is a problem who do we contact.your rewiew will be 0 for service. 0 for viewing. And 0 for ongoing recomendations.

Posted by Anonymous


Blockbuster on Demand does NOT work. They charged my credit card but the movie will not play. I tried to contact them through the "Contact Us" option but my email to them was responded with a canned email response that did not address my problem. I tried reaching them repeatedly through their phone number and the number is not working. BUYER BEWARE - you are just going to lose your money.

Posted by Roku


I Roku TV and I had blockbuster on demand I have rented 2 movies so far and was unable to watch them the money was took out of my account and I have no way of contacting anyone from Blockbuster this is just wrong

Posted by madrevillalba


Roku- Blockbuster
I have rented several movies charged thru Sling
I reinstalled the channel hoping to watch over and now I'm getting
Wrong email/password error
Your phone number does not work
I need help nor
Calling roku and everybBlockbusyrr number is dead end

Posted by Coleen


Down loaded the movie but NO SOUND and no customer service to assist. Helpnumber has been disconected as well as online chat

Posted by Anonymous


Hi, I do apologize for the inconvenience having to email you all about this. But I am a very good customer of blockbuster I'm there like everyday or every other day. Ever since I've been going I've had a problem with one of the employees that work at the Harlingen Texas 78550 location. Her name is Anabell, she has the WORST customer service attitude I've ever seen and I'm not exaggerating. When it comes to other people she seems nice and all but when it comes to me she gives me her ugly, nasty attitude. I recently visited on the 31st of Aug. on a Sunday and rented Disc 3 and 4 of the walking dead season 4 went back the same day and got disc 5 once I was finished with the others. I get home it's not a movie or show its only Special features and deleted scenes so I call and Anabell answers and could probably recognize my voice and gives me attitude right off the bat stating that nobody has complained about the disc and that she'd need to check it to receive store credit. I had no problem with that I got up and went over to block buster. Once I get there I already get a ugly vibe just seeing this employee there and so I give her my disc, and once again she gives me an ugly look and gives me attitude I remain calm until she starts talking with a low voice to another employee "oh well this is the first time someone has complained about this disc and oh that's weird because its a new release." she starts typing a lot and mumbling I don't know what. So then I guess she finishes and says "you know what im going to hand this over to Marisa because no one has ever complained about this" basically repeating herself!! to be honest with you she said this about 3 times! at that point im fed up no customer should have to hear that wait till I leave the building to talk about it she put it out there as if I was lying I'm no liar. I confront her. "look Annabell I don't know if you have anything against me every time I come in your always in a bad mood check the dvd like you said you were over the phone so I can prove you wrong." automatically says well we can't right now ma'am I don't have authorization to without a manager here. I left telling her that she was the worst case of customer service I have ever seen this lady didn't even have the audacity to look at me when I was speaking to her which I find disrespectful that is not customer service AT ALL. she embarrassed me in front of customers. I called once I got home spoke to the other employee I got Marissa name down and the time she will be in I called her Today the 1st of Sept. and spoke with her about that lady Anabell how rude and such an ugly attitude she had. Gave me credit for a new release film which I thank her for. But of course to me that doesn't make up for the embarrassment I had at blockbuster. She told me she would talk to Anabell about it. But I feel I had to email corporate about this because I think there should be more done in this situation. This is not the first time she has been rude with me and my husband when we go. But this is the time that I got fed up with her bull and had to say something. I checked online to see how many episodes there were of walking dead season 4 and there is only 16 which is only up to disc 4. So in other words I was correct the whole time about disc 5 only being special features and deleted scenes. And the next time she should check first, and keep her mouth shut until the customer leaves the building that is very very disrespectful. The CUSTOMER is always RIGHT in any business industry! And this time the CUSTOMER WAS RIGHT!




Thank you for your time. my name is Ali Alvarez

Posted by Anonymous


I've experienced this lack of service with Blockbuster twice,..yes I cancelled and decided to give them another chance. But this has gotten ridiculous...just about time for a Class-Action Lawsuit against them as they continue to take our money and don't deliver on their services!

Posted by Anonymous


I Had The Unfortunate Experience Of Visiting The Morpeth Blockbuster Store.i Was Returning A Damaged Xbox Game On Behalf Of My Son. The Shop Assisstant,claire,who Was On Duty Was Both Rude As Well As Unhelpful.when I Returned Home I Phoned The Shop To Enquire The Name Of Her Manager And I Was Informed I Would Be Told The Same Info. She Had Rudely Imparted.i Informed Her I Was Going To Report Her Sppalling Attitude,to Which She Inappropriately Answered Really In An Aggressive Manner.as I Have Very Limited Knowledge Of Games Etc. I Mistakenly Thought As A Customer Service Assisstant She May Have Lived Up To Her Title.i Was Totally Mistaken.i Hope This Behavior Is Addressed As I Personally Will Not Be Returning To This Shop And Will Be Informing Friends And Family Of This Quite Disturbing Incident

Posted by Anonymous


I have not received any discs in several weeks even though I paid for a two-disc service.

If this does not change I want my monthly fee returned for the past two months.

Posted by Janet


I called the number listed and the Phillipino girl who answered was unable to help me and would not even try. Although her English seemed good we were not communicating.

Posted by Anonymous


Getting ready to save my money.All your movies are in high demand.Getting old. need to get better service.You take my money each month maybe need to put it in high demand( LIKE MY BILL FOLD)

Posted by dust


very poor service,online responses do not resolve anything only repeat the same explanations.Never received movies I orderred,some were in Q for 2 years.Had to cancel subscription.

Posted by rdjessup


I do not get my movies in order that are in my queue. I have been waiting on my top 5 movies for over 2 months. I have been a member for a long time and am not happy about this situation. I have always been pleased with your service but for a while now it has not been good. Please start sending me my movies that are in order in my queue.

Posted by NB


Apparently they do not buy sufficient copies to meet their demand anymore. I have been unable to get new release for over a month and could only get one a month of the previous six months. All they want to do is offer excuses and suggestions for what I can do to improve their service(which of course I had already done 6 months ago). I expect they will go the way of AOL and lose most of their customers due to inability to meet demand.

Posted by Anonymous


Blockbuster's website has been down for at least 2 weeks. The only way to contact with them is though their Facebook page. All we've been told is that the website will be back up shortly. I nicely emailed Blockbuster and was told not to email again. They told me to use their website to report issues. The person who answered me clearly didn't read my email because I stated that I haven't been able to get on their site in a week. Other customers are also having problems with getting on Blockbuster's website. We have no access to our accounts,etc.. No one from Blockbuster is communicating with us about whats going on. We have asked and asked for an update but nothing but lies or nothing at all.

Posted by LanceSummers


I had Cherry 2000 in my queue since Blockbuster online started their service. At first it was available but since it was number 10 in my queue, I did not get it. Before it got near the top of my queue, it want Short-Wait. A few months later, it went LONG-Wait. A little over a year in the Long-Wait status, it went to Very-Long-Wait.
Now all that time, it was near the top of my queue.
It is now Availablity Unknown (meaning they no longer have a copy of that movie).

The sad part is, I have 231 movies in my queue, only 19 of which are actually available. The rest range from Medium Demand to Very High Demand and 170 are no longer available.
If this is any indication, then their inventory is shrinking and they are not replacing movies that get scratched or broken.
So, do not be surprised when they announce that they will no longer be mailing DVD's and go STREAMING only.
I like to watch DVDs, not having to watch a streaming movie on the computer (my setup does not connect to a TV.
In a year or so, there will be no Blockbuster stores and the last of the DVD's available for mailing will be sold off. Was this Dish Network's plan all along since they are moving in that direction with their Dish Anywhere plan???

Posted by dragonfly2moon


I have had issues that take multiple calls to resolve since I am told they will take care of it and don't. Representatives are friendly but some are not knowledgeable and they absolutely will not let you speak to a manager. I am in customer care myself and when I don't know an answer I admit it and then go FIND the answer. I take ownership of my calls and FOLLOW through. It is bad when one issue takes many calls instead of just one. To the employee NICKo who left a comment on 4/9/12 9:20PM, I agree some customers are very upset about things you consider "little" but typically it is because they have had repeated problems which add up to super frustration over the small stuff. Get some training and ownership and pride Blockbuster!! And when a manager is asked for, give the customer one!

Posted by argh


My pc was hacked and the stole my cc and used it at blockbuster. Cc company canceled card and reissued. Happened again each month for over a year - im not joking. Bbuster told me they couldn't help because i did not have an account - 'just cancel your credit card', which i did each time. Finally today i told cc company to fix the problem or i was done with this card (after keeping the new one locked and inactivated for 2 months and still getting charged). When bumped to the fraud division they said oh yeah its set up as a recurring charge and visa sends lists of credit card changes to recurring vendors - we'll block them for you. So i manually got the charge reversed each mo via cc company each mo, and called to ask blockbusger go block me, and each month they said they could do nothing and just waited to get the new number and chrarge me. Over a year. Will NEVER use them.

Posted by BRUUUUCE


horrible! horrible! horrible!

do not join

been a member for years, with no problem. but within the past few months, all of the sudden all their new titles are impossible to get. i have 12 movies in my queue since before xmas i still have not been shipped any titles. they all say "high demand." and i have the plan that allows me to have 3 movies out at a time.

they are horrible! and you can't even email them to complain. when you hit "send" it keeps spinning forever.

it's a shame, because it was a great service at one point. they are obviously trying to save money by buying fewer new releases -- but they're going to end up losing a TON OF MONEY because everyone is going to leave them (like me) because you can't get any movies from them!!!!!

Posted by Badderman


# Very High Demand:
# a limited number of copies
... and Blockbuster refuses to buy more.

# You can always send us an email 24/7
# by clicking the E-mail Us 24/7 link
... doesn't work, apparently de-activated.
Telephone "support" is clueless.
It is a shame this company has been run into the ground, but there it is.

Posted by maybaby


You sent me the wrong movie. To get the one I ordered I have to send this one back and I have to pay the postage. I used what I had on a gift card. It is will counteract what I saved on the gift card. It wasn't my fault you sent the wrong video. I shouldn't be punished for your mistake.

Posted by Anonymous


I will never buy anything sold by blockbuster. I had purchased a samsung that included access to blockbuster, however it appears that rather than update the 4600 models the company decided to remove blockbuster from these DVD players. I purchased the dvd with access to blockbuster included. What gives you the right to deny me that access at a later date!!??? It is clear that you are not to be trusted. Your kind of company will never be a loss to me again. I will not use your company and I will be sure to let anyone who mentions your company what I think of your ethics.

Add your review!

Posted by Anonymous


I havent had a problem with blockbuster so im gonna give them a good review but on behalf of this comment

"I'm an SM that not only enjoys my job by helping customers. I enjoy my peers and staff.No jobs?I found one and love working.I'm grateful for all the opportunities to meet such interesting people!Everyone's on board with customer service from that ONE person that ONE time that ONE year when you went to get that ONE movie being horrible.The support is overwhelming from the grudge holders,blue-ray snobs,non adr fee paying,never update your credit card then swipe one.Or no to the up sale then hand me a 100?it's only 10am on Sunday....sigh,customer's.Blockbuster will succeed as a business when they realize they can't make everyone happy.So much for a happy ending.THE END..."

as an employee you're right you cannot make everyone happy i know this firsthand but you should be able to leave more than %8 of you're customers satisfied

Posted by socalbronze


I've been a Blockbuster member for many years. I recently made the decision to cancel my account. Up until now, I was a satisfied BB member. But cancelling was not easy, exposed me to their corp. approach to "holding on to members", and ended up with a surprise that I'd been paying $2 more per month for the last year. I had to call customer service this AM, then request a supervisor, which brought me to "...their corporate headquarters", (per the customer service rep). I explained I had a hell of a time the previous evening trying to cancel my account, and asked what they would do for the $22 overcharge amount. Knowing it was more the principal than the money at stake, the "corp. rep" said I'd get $18.31 credited back to my card. That's fine, as again, just by moral business standards I wanted someone to reverse the overcharge. But then the gentleman mentioned that, and I paraphrase... "I hope you'll find your way back to Blockbuster in the future..." I said that unless the Blockbuster brand apologized, and made an offer that was just too incredible to believe, they'd not see me or my money again. BTW... I've had Dish Network since their beginnings, and customer service has always been disgusting. I should have added Tagalog to my list of languages years ago, so I could better communicate with their first tier customer service group in Manila! Sad to see any company go "South" in service and value. But seriously, in 2013, how are they going to survive with all the "better value" competition?

Posted by Old man


I called customer service, the lady cancelled my account, and knew what to do, and was very, nice.

Posted by Frankfort, Ky. subscriber


Blockbuster started out years ago and provided excellent service like Netflix. It started going down a year ago and now is very poor. New releases are not available for months and the shipping dates are bad also. I sure hope it straightens out soon or I am dropping it.

Posted by tiger


Had great service at the Lynnwood, Washington, store but was unable to get in to take the customer survey.

Posted by Anonymous


Store # 55012-We are so fortunate to still have our Blockbuster Store and I am glad!! All of the staff are so friendly, helpful and courteous. This is why I do not go to movie machines. I agree w/ previous person's comments on "what happened to the personal touch" and I sure hope we don't lose our store and staff!

Posted by NaztiiKickz


Very helpful. Always helping everyone when I am in the store. Super kind. Gives great advice and always looking sharp. He has the best customer service, very polite and well mannered.

Posted by Anonymous


Its sad to see how many blockbuster stores are closing what ever happened to going in and having an employee help you choose a movie or how they would give their all to explain to you the rating of the games and why they liked it. I have a store not to far from me and i hope you dont close it. they are very nice and their staff is always very plesent and joyful. I love going to blockbuster they are the best. i have always had a good expienrence with them. They even know me by my name thats great.

Posted by Anonymous


I go to the Blockbuster in Union Blvd. they always help me chose the proper movie I want to see. They seem to know their job real good. I love going there because they are always very polite and always seem to be in a good mood. Their staff is all friendly & ans their service is outstanding... I hope this store never closes... I dont like online I like a one on one expierence when it comes to the movie I want to see and they are just like that its like my other home... good job guys...

Posted by Anonymous


Melody DeOrnellas (Blossom Hill/Kooser Store, San Jose, CA) helped me as we tried to locate a DVD I rented a few days prior. I thought it was returned to the store with the other DVD's we rented. I received an e-mail from Blockbuster that I had a DVD still to return. I went to the store. Melody was very professional and she and I went to the shelf and looked for 10 minutes for the missing DVD to be sure it did not go back on the shelf without being scanned. She suggested that I look around my car and home to locate it. She said that inventory would be taken in the store later that week and if it was found, she would call me. Well, I did locate the lost DVD at my home two days later. When I returned it to Melody, we both had a good laugh. Of course I tried to pay the late fee, but she was kind to split the fee with me. You have a valued employee in Melody. Melody made my experience a favorable one.

Posted by stephinator77


great customer service

Posted by alfonso javier brito franco


Hi, I went to the store on DENARY ROAD and i want to congradulate the MANAGER and CREW for the exelent service Ive been going for the last 4 years, I smile when I walk in to the store, help in what ever I whant to rent they "GO THAT EXTRA MILE" on "CUSTOMER SERVICE" and every time I go to that store its clean and they help me with the information on your "promotions" "PLEASE DONT EVER CHANGE YOUR SERVICE" that is what makes me go back more then 4 times a week.

MERRY CHRISTMAS, AND MERRY SALES !

Posted by Anonymous


The young lady I spoke with was very pleasant with a perfect phone voice and extremely helpfull. It was a rewarding experience for a 71 year old to be treated with respect and courtesy in answering my questions completely and not sounding as if she had better things to do! Some one at BB personel really knows how to set standards for choosing employees. It is the same at my local Blockbuster on Louetta at Kuykendahl in Houston, Texas. Always courteous, pleasant and helpfull and that is why I will remain a customer as long as you stay in business. Sincerely, J. Moynahan

Posted by saramike10


I love blockbuster! I hate that there are so many negative comments. We have blockbuster online. In the last year and a half we have rented a total of 350 movies. Per month that would total like 90 something dollars. . . all we pay is $20 a month!! How can you beat that?!?! The people at the stores know us on a first name basis and are just all around nice people!

Posted by texasgirl


I just called customer service converning a lost movie from a kios. The service from friendly and helpful. I cancelled my online service over a year ago but with this issue I had no problem resolving my issue. Hate to see all the negative comments.

Posted by gonenuts


WOW! all the comments were bad, but I must say for myself I have dealt with Blockbuster for some time now something like 8 years and have always had good service. I am a nice guy though and try to solve issues gently. It will get you a long ways doing it that way. I dealt with them today and waited ten in half minutes I just put the phone on speaker phone and waited calmly and I was off with them in 1 minute issue solved and got a couple free movie rentals out of it not so bad. Good luck out there.

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Posted by NICKo


I'm an SM that not only enjoys my job by helping customers. I enjoy my peers and staff.No jobs?I found one and love working.I'm grateful for all the opportunities to meet such interesting people!Everyone's on board with customer service from that ONE person that ONE time that ONE year when you went to get that ONE movie being horrible.The support is overwhelming from the grudge holders,blue-ray snobs,non adr fee paying,never update your credit card then swipe one.Or no to the up sale then hand me a 100?it's only 10am on Sunday....sigh,customer's.Blockbuster will succeed as a business when they realize they can't make everyone happy.So much for a happy ending.THE END...

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