“Generally, all DVDs received each morning of each business day are processed that same afternoon. In most cases, your next DVD will ship either the same business day we received your returned DVD or the next business day. When a DVD is reported as having an issue, in most cases your next DVD will ship no later than the next business day after we receive the report. In each case you will receive an e-mail for each DVD being shipped.

For new memberships, in most cases your first DVDs should be shipped no later than the next business day after you sign up.”

The above passage is taken from your website. Yet it has been TWO WEEKS since a movie has been mailed to me. I have emailed everyday since and even called, finally speaking to someone after 35 minutes of being on hold. Is it too much to ask that someone fix my account/que so that I can get movies as I signed up with blockbuster.com to do. I am tired of being brushed aside and ignored, and demand this problem be resolved. I have been patient, but if it is not fixed in the next 24 hours I would like a credit to my account for the past month. Please fix this, and let me know that you have done so.

Here’s what they wrote back:

I apologize for the delay in the allocation of your movies, Chris. Due to a temporary glitch, we are not able to ship a DVD to fill your open slot.

I am happy to inform you that our service has resume back to normal and we show that “Office: Season One (2005)” is in transit and will be expected to arrive on March 10. As for the delays you have experience, please accept this coupon for free in-store rental. Please click the link below.

Remember that now with BLOCKBUSTER Total Access, you can take any BLOCKBUSTER Online DVD to a participating local BLOCKBUSTER store and redeem it for a free in-store rental. Click the link below to learn more about how Total Access works:

http://www.blockbuster.com/totalaccess

In order to help us prevent service delays, I suggest keeping upwards of 30-40 “Available” movies in your Queue at all times. Please take some time and add some individual movies at your next earliest convenience.

Thank you very much for you understanding and patience. Again, I am very sorry for the major inconvenience.

So it looks back on track, finally. Hopefully this returns to normal. i.e. the way it was before the “glitch”, as I was pretty happy with the service prior to all this trouble. As long as they remain glitch free, blockbuster is far superior to Netflix. This total access — exchange in store — policy is great. My concern is that they might start delaying the return date on the DVDs, meaning you take it back on a Tuesday, they log it back in on Thursday. Only time will tell…

Interestingly, I called them about this and mentioned this website and how everyone was up in arms and I smelled a lawsuit and an hour later (after telling me they had no idea when this “glitch” would be fixed) the problem was resolved! hahaha. Power to the people!

Thanks for contacting BLOCKBUSTER Online Customer Care.

We’ve identified the problem and have already taken steps to correct it. You should see your next movies shipped between now and Saturday. If you still have zero movies shipped by that date, we would appreciate you letting us know so we can follow up for you. Thank you for your cooperation. Please let me know if there is anything else I can help you with.

It is our pleasure being of service to you. If there is anything I can help you with in the future, feel free to email me and I would gladly attend to all your concerns with your online account. Thank you very much, Tony.

Respectfully,

Rosalin
Customer Care Associate
BLOCKBUSTER Online

In addition to having 3 movies shipped out yesterday, they actually all arrived today. Shipping always took 2 days or more , except for 1 other occasion.