Blockbuster Online is total garbage!!! Here is why... - AVS Forum | Home Theater Discussions And Reviews
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post #1 of 94 Old 02-26-2007, 04:25 PM - Thread Starter
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EDIT: I have edited the title since this has kind of developed since the 23rd. I have a 4 out at a time plan, returned all 4 movies on 2/23 and no new movies have shipped. I have contacted customer service at least a dozen times now and have been told there is some major glitch in the system and that it should be resolved by the end of the day. Many other people are reporting similar problem with no new movies being shipped in upwards of 2 weeks. I am linking to a blob with other responses.

http://wesleytech.com/blockbuster-to.../#comment-1069

You can also Digg this information here:

http://www.digg.com/business_finance...ver_a_week_now



I have been a member of blockbuster online for 2 months now because of there total access package(they will exchange shipped movies in store for a free rental) However after 2 months I have noticed that when I return movies it takes sometimes 3+ days or somtimes never before they ship out new movies even though they claim to ship out new movies within a day of returning them to store.

I have contacted customer service several times becuase my shipping queue remains empty and they have replied several times with the following responses. I am also going to include my current queue. I will let you make your own judgements from there responses.... Keep in mind I have over 37 movies in my queue and 70% of them show as available now..... I have a 4 out at a time plan.


----------------------------------------------------------
Response (Blockbuster Online)
Hello David,

Thanks for contacting BLOCKBUSTER Online Customer Care.

I'm sorry we haven't been able to send your requested movies recently, David. Unfortunately, the total number of "Available" titles in your Queue is a little low. If a title at the top of your Queue is not available at a nearby center, the system automatically searches for the title at other distribution centers throughout our network. If the top Queue selections fall outside of an acceptable shipping window, we will ship a title that falls lower in the Queue. This process looks for "Available" titles 30-deep within your Queue. We do this so your shipping times will be faster, and so there is no interruption to your service. On occasion, if your top selections are not available and you have few titles in Queue, a shipment may be skipped. Based on this process, we encourage our customers to keep upwards of 30-40 "Available" titles in the Queue at all times.

I hope this information helps, David. Please let me know if there is anything else I can do for you.


Bernadette
Customer Care Associate
BLOCKBUSTER Online

Want an answer faster? You can always visit the FAQ section on our web site after clicking on the "Customer Care" link.

P.S. You may receive a separate e-mail with the subject line "Changes to your Blockbuster Online Account". This e-mail was sent because I had to access your account to answer your inquiry. You can always review your personal account information by visiting the "My Account" section after logging in to our web site.
Customer (David Borden)
My queue currently has 0 shipped titles. I returned all of my movies on Friday morning but nothing has shipped yet.

Also can you tell me what local stores in my area carry Blu Ray movies in store? Zip code 53222
----------------------------------------------------
That is a terrible system. It is false advertising of availability. As a blockbuster customer I find this information very disturbing.



From: Blockbuster Online Customer Care [mailto:[email protected]]
SENT: Tuesday, February 20, 2007 5:28 PM
TO: [email protected]
SUBJECT: no movies being shipped [Incident: 070219-004564]



formId: 1026
txtFormName: BLOCKBUSTER(R) Store Feedback Contact Us



SUBJECT
no movies being shipped

DISCUSSION THREAD
RESPONSE (BLOCKBUSTER ONLINE) 02/20/2007 05:27 PM
Hello David,

Thanks for writing us again, David. The availability indicators you see are actually global indicators as opposed to local. What I mean by this is that we have a network of shipping centers across America, 35 in all. BLOCKBUSTER Online calculates how many physical copies we have and compares that number to how many requests we have for those DVDs. If our system determines that we have enough inventories to meet demand, then we will display "Available Now" in your "Queue". Our goal is to deliver your DVDs in less than 3 business days, so we will consider your closest shipping centers to determine which DVD to send next. Unfortunately, sometimes this means that the copies we have in-stock are at shipping centers that will take longer than three business days for you to receive. This is why we may send DVDs lower in your "Queue", or on rare occasions we may not ship anything at all. I hope this information helps, David. Please let me know if there is anything else I can do for you.

As a token of appreciation for your patience, please accept an e-coupon for a free in-store rental of a movie of your choice. Simply click on the link below to print:

http://moviefone.blockbuster.com/acc...uary%20Coupons

If you have any further questions, feel free to contact me any time. Have a great day!


My warmest regards,

Nathan
Customer Care Associate
BLOCKBUSTER Online

Want an answer faster? You can always visit the
FAQ section on our web site after clicking on the
"Customer Care" link.
CUSTOMER (DAVID BORDEN) 02/20/2007 06:56 AM
So you are telling me even though I have 20 available now titles in my queue they are really not available now and nothing will be shipping? If this is the case then I guess I will be switching back to Netflix. They don't advertise a movie as available if it is not available.



From: Blockbuster Online Customer Care [mailto:[email protected]]
SENT: Monday, February 19, 2007 11:31 PM
TO: [email protected]
SUBJECT: no movies being shipped [Incident: 070219-004564]



formId: 1026
txtFormName: BLOCKBUSTER(R) Store Feedback Contact Us



SUBJECT
no movies being shipped

DISCUSSION THREAD
RESPONSE (BLOCKBUSTER ONLINE) 02/19/2007 11:31 PM
Hello David,

Thanks for contacting BLOCKBUSTER Online Customer Care.

I apologize for any misunderstandings, David. The reason another movie has not been shipped yet is because you do not have enough movies in your "Queue". I have reviewed your movies and verified that you only have 20 "Available Now" titles. Our program revolves around your "Queue" preferences, and it is the primary tool we use when deciding what we can ship to you. Unfortunately, our online selection is not guaranteed as it is with some of our local stores. If you have an open slot and we are ready for to send your next title, there will be times when some of the DVDs you want will not be in stock at a nearby shipping center. This is why we encourage you to keep a healthy list of movies in your "Queue". If you request upwards of 30 to 40 "Available Now" titles, I am certain that you will never have this problem again. With over 55,000 selections to choose from, I know a movie lover like you will find plenty of DVDs you want to rent!

I hope this information helps, David. Please let me know if there is anything else I can do for you.


My warmest regards,

Nathan
Customer Care Associate
BLOCKBUSTER Online

Want an answer faster? You can always visit the
FAQ section on our web site after clicking on the
"Customer Care" link
CUSTOMER (DAVID BORDEN) 02/19/2007 09:45 PM
I have a ton of movies in my queue and 0 movies
currently being shipped. I returned them all this
past weekend and nothing is being shipped. Can you
please send the next 4 movies in my queue?



Blockbuster Online



--
No virus found in this incoming message.
Checked by AVG Free Edition.
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Release Date: 2/19/2007 5:01 PM
RESPONSE (BLOCKBUSTER ONLINE) 02/19/2007 11:31 PM
Hello David,

Thanks for contacting BLOCKBUSTER Online Customer Care.

I apologize for any misunderstandings, David. The reason another movie has not been shipped yet is because you do not have enough movies in your "Queue". I have reviewed your movies and verified that you only have 20 "Available Now" titles. Our program revolves around your "Queue" preferences, and it is the primary tool we use when deciding what we can ship to you. Unfortunately, our online selection is not guaranteed as it is with some of our local stores. If you have an open slot and we are ready for to send your next title, there will be times when some of the DVDs you want will not be in stock at a nearby shipping center. This is why we encourage you to keep a healthy list of movies in your "Queue". If you request upwards of 30 to 40 "Available Now" titles, I am certain that you will never have this problem again. With over 55,000 selections to choose from, I know a movie lover like you will find plenty of DVDs you want to rent!

I hope this information helps, David. Please let me know if there is anything else I can do for you.


My warmest regards,

Nathan
Customer Care Associate
BLOCKBUSTER Online

Want an answer faster? You can always visit the
FAQ section on our web site after clicking on the
"Customer Care" link
CUSTOMER (DAVID BORDEN) 02/19/2007 09:45 PM
I have a ton of movies in my queue and 0 movies
currently being shipped. I returned them all this
past weekend and nothing is being shipped. Can you
please send the next 4 movies in my queue?



Blockbuster Online
====================



Here is my current queue:


0 Movie(s) Shipped
View Rental History

NO MOVIES CURRENTLY BEING SHIPPED


To have movies shipped, just make sure you have added movies to your queue that are Available Now.

There's nothing else to do. We will ship your next available DVDs within 1 business day.
37 Movies in Your Queue
OrderGo to TopRemoveMovie TitleMPAARatingAvailability

Remove Babel [Blu-Ray] from Queue Long Wait

Move Black Hawk Down [Blu-Ray] Short Wait

Move Stealth [Blu-Ray] Available

Move Pearl Harbor [Blu-Ray]Short Wait

Move Stranger Than Fiction [Blu-Ray] Available

Move Kung Fu Hustle [Blu-Ray] Coming Soon

Move Rambo: First Blood [Blu-Ray]Available

Move Terminator [Blu-Ray] Available

Move Terminator 2: Judgment Day [Blu-Ray] Available

Move Reservoir Dogs [Blu-Ray] Available

Move Resident Evil: Apocalypse [Blu-Ray] Coming Soon

Move Stargate SG-1: Season 5 - Disc 5 Short Wait

Move Stargate SG-1: Season 5 - Disc 4Long Wait

Move Stargate SG-1: Season 5 - Disc 2 Available

Move Stargate SG-1: Season 5 - Disc 1 Short Wait

Move Stargate SG-1: Season 4 - Disc 1 Long Wait

Move Stargate SG-1: Season 4 - Disc 2 Short Wait

Move Stargate SG-1: Season 6 - Disc 2 Available

Move Stargate SG-1: Season 6 - Disc 3 Available

Move Stargate SG-1: Season 6 - Disc 5Available

Move Stargate SG-1: Season 7 - Disc 1 Short Wait

Move Stargate SG-1: Season 7 - Disc 2Available

Move Stargate SG-1: Season 7 - Disc 3 Available

Move Stargate SG-1: Season 7 - Disc 4 Available

Move Stargate SG-1: Season 7 - Disc 5 Available

Move Stargate SG-1: Season 8 - Disc 1Available

Move Stargate SG-1: Season 8 - Disc 2 Available

Move Stargate SG-1: Season 8 - Disc 3 Available

Move Stargate SG-1: Season 8 - Disc 4 Available

Move Stargate SG-1: Season 8 - Disc 5 Available

Move Stargate SG-1: The Complete Ninth Season - Disc 1 Very Long Wait

Move Stargate SG-1: The Complete Ninth Season - Disc 2Very Long Wait

Move Stargate SG-1: The Complete Ninth Season - Disc 3Very Long Wait

Move Stargate SG-1: The Complete Ninth Season - Disc 4 Very Long Wait

Move Stargate SG-1: The Complete Ninth Season - Disc 5Very Long Wait

Move Stargate SG-1: Season 4 - Disc 4 Available

Move Casino Royale [Blu-Ray]03/13/2007

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post #2 of 94 Old 02-26-2007, 04:54 PM
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Just buy them and save yourself the hassel. Sorry, but seriously, stories like this are why I buy instead of rent. I know I'll get blasted for that.

p.s. I do understand what you're saying, though.

Stephen.

Chances are very good that I was drinking when I posted the above.

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post #3 of 94 Old 02-26-2007, 05:02 PM
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I cancelled Blockbuster after two days because nothing was available and stuck with Netflix.

Regards,
Joe


Going "over the top" with OTA, Netflix, Drobo FS and Apple TV!
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post #4 of 94 Old 02-26-2007, 05:33 PM
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good luck with mostly Blu Ray titles in your Que, the only way to get movies coming to you fast is to mix it in with a lot of SD DVD stuff...but it may be different for others....
good luck
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post #5 of 94 Old 02-26-2007, 05:42 PM
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Blockbuster is mediocre. I'm on their 2 week trial atm (already have netflix), and will cancel soon.

Xbox Live gamertag: majestc12
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post #6 of 94 Old 02-26-2007, 07:36 PM
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I've been using Blockbuster Online for the past year and have yet to experience anything very bad, it's pretty damn good.
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post #7 of 94 Old 02-26-2007, 07:44 PM
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I have had pretty good experiences too, (knock on wood).

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post #8 of 94 Old 02-26-2007, 08:06 PM
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I like Blockbuster Online...I have had it for a couple months and I am starting to see more Blu-Ray titles become "Available" in the past couple weeks - I think they are increasing their inventory finally.

Returns to the store almost ALWAYS get delayed though - usually because the teenager manning the counter simply forgets to enter them into the system. If you self-report the items as "returned" in the "Report a Problem" area of your queue, they usually ship another one that day.

Are you the kind of person who believes in miracles or do you believe that people just get lucky?
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post #9 of 94 Old 02-26-2007, 09:22 PM
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BB will ship your series in order, so each series really only counts as one movie for shipping purposes. If you look closely at your queue, you will see that you only have about 15 movies available, and many of those are listed as having a wait. To reduce the shipping delay, simply add more movies to your queue.
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post #10 of 94 Old 02-26-2007, 09:39 PM
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I'm also noticing more blu rays available. Last week I had 3 blu ray movies shipped to me.

It probably also depends where you are for the speed of the deliveries. One of their shipping centers is in San Jose, CA which is not even 20 miles from me.
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post #11 of 94 Old 02-27-2007, 02:39 AM
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Quote:
Originally Posted by moostache2 View Post

Returns to the store almost ALWAYS get delayed though - usually because the teenager manning the counter simply forgets to enter them into the system. If you self-report the items as "returned" in the "Report a Problem" area of your queue, they usually ship another one that day.

moostache...you dont know what your talking about...there is no process to "enter them into the system." Once they are scanned thats it, so unless the people at your blockbuster take your movies and don't scan them (highly unlikely because im sure youre trading these in for free rentals, so they have no choice but to scan them) then you are incorrect.
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post #12 of 94 Old 02-27-2007, 05:44 AM - Thread Starter
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Quote:
Originally Posted by hatchback View Post

BB will ship your series in order, so each series really only counts as one movie for shipping purposes. If you look closely at your queue, you will see that you only have about 15 movies available, and many of those are listed as having a wait. To reduce the shipping delay, simply add more movies to your queue.


Incorrect. They are not shipping stargate. I added them to my queue in a way that they specifically won't do this.

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post #13 of 94 Old 02-27-2007, 05:45 AM - Thread Starter
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Quote:
Originally Posted by candyman26 View Post

moostache...you dont know what your talking about...there is no process to "enter them into the system." Once they are scanned thats it, so unless the people at your blockbuster take your movies and don't scan them (highly unlikely because im sure youre trading these in for free rentals, so they have no choice but to scan them) then you are incorrect.

I watch the person scan them in. Also I DID report them as returned the same day using the website and they still don't ship new movies out. As of this morning they still have not shipped new movies to me because, "all available titles that show as available are not really available at my local distribution center."

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post #14 of 94 Old 02-27-2007, 08:30 AM
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I'm fairly happy with blockbuster. Sure online they don't always send the new releases, but you can always return them to the store for new ones. Really can't complain for 20bux a month for 3 online a week and 3 instore from returning plus 2 extra instore ticket for movies or games. That comes out to 26 movies a month and 83cents a rental.
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post #15 of 94 Old 02-27-2007, 08:36 AM
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I had Netflix and Blockbuster and canceled Netflix. Blockbuster's new total access can't be beat.

Joe V.
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post #16 of 94 Old 02-27-2007, 08:43 AM
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Quote:
Originally Posted by sethhobrin View Post

I watch the person scan them in. Also I DID report them as returned the same day using the website and they still don't ship new movies out. As of this morning they still have not shipped new movies to me because, "all available titles that show as available are not really available at my local distribution center."

The distribution system does not ship on weekends since the mail is not processed then. So if you return a movie Friday night, it could easily be 3 days before another is shipped.

I've been quite satisfied with BB. In fact, last week, I returned a movie on a weekday, traded it for another, and had another shipped movie the day after. I do keep about 100 movies in my queue. Sometimes they ship movies that are not at the top of the queue, but since I picked all of the movies, that's generally NBD, and I can always get one in the store if I want it quicker by trading in the mailer.

-- Martin
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post #17 of 94 Old 02-27-2007, 08:51 AM
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I have had BB total acess for ~2 months now, and they have slipped about 4 times on shipping when they should, (I always keep 70-100 in the queue). Most are SD-DVD, so really no excuse. I typically will email them as soon as the next day deadline is over, and will usually get a coupon for an instore rental. I think lately they are just getting slammed with many people giving the trial a run, as well as a flux of new customers. Give them a little time to work things out...nothing is perfect.
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post #18 of 94 Old 02-27-2007, 10:19 AM
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There's no excuse for service this incompetent. I did the 2 week free trial thing and after my inital 3 movies were sent back they never sent another title. I cancelled. I'm very happy with Netflix anyway.
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post #19 of 94 Old 02-27-2007, 11:26 AM
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it also probably depends on where you live. My dvd distribution center is about 5miles from my house.
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post #20 of 94 Old 02-27-2007, 01:16 PM
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Just get netflix. That email barrage alone is reason enough.
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post #21 of 94 Old 02-27-2007, 01:34 PM
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I don't use NF or BB... is there an advantage to using one service over the other? Who has more BR movies?
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post #22 of 94 Old 02-28-2007, 04:07 PM - Thread Starter
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Well I have added more titles to my queue. I now have 45 movies in my queue. 25 of them report as available now. Still NO NEW SHIPMENTS. It has now been 5 days since I returned all 4 of my movies to a store which should have immediately triggered a shipment. I have contacted customer service several more times and each time they just tell me that I do not have enough titles in my queue. This is absolutely ridiculous.

I am 100% convinced that I am being throttled because I have a 4 out at a time plan and promptly watch movies and return them to stores.


Here is what I recieved from customer service:

=================================
Response (BLOCKBUSTER Online)
Hello David,

Thank you for contacting BLOCKBUSTER Online Customer Care.

I appreciate you for taking time notifying us of this issue and I understand how important this matter is for you. I have personally checked your account information and verified that there are not enough available individual titles in your Queue. Specifically, you only have 13 "Available" items lined up. This is most probably the cause for delays in allocation. Please be advised that a box set is considered 1 "Available" title.

Just to give you an idea on how our allocation system works, we make sure all titles in your Queue which are tagged "Available" are properly reviewed. If a title at the top of your Queue is not available at a nearby center, the system automatically searches for the title at other distribution centers throughout our network. If the top Queue selections fall outside of an acceptable shipping window, we will ship a title that falls lower in the Queue. This process looks for "Available" titles 30-deep within your queue. We do this so your shipping times will be faster, and so there is no interruption to your service. On occasion, if your top selections are not available and you have few titles in Queue, a shipment may be skipped. However, when the movies (especially the ones with the highest priorities) become available at a distribution center that is within 1-3 days shipping zone of your house, they will automatically be sent out.

I absolutely know how frustrating this is, so in my own simple way, I want to make you feel that you are a valued customer. As a gesture of good will and reconciliation, I've attached an additional e-coupon for you to use at your local BLOCKBUSTER Store. I earnestly hope this helps, so please claim the e-coupon by clicking the link below:

Xxxecouponxxxxxxx

What you can do for the meantime is to maintain 30-40 "Available" titles in your Queue to make sure shipment of DVDs are in a continuous manner and all slots in your Shipped Movies list are regularly filled. You will be accorded notifications via email when we have process your DVD shipments. Once your rentals have been shipped, your Queue will show the new status along with an expected date.

Thank you so much for your patience and understanding, David.


Respectfully,

Genesis
Customer Care Associate
BLOCKBUSTER Online

Want an answer faster? You can always visit the FAQ section on the website located under the "Customer Service" link.
Customer (David Borden)
I have increased the number of movies in my queue to 45 total with 25 showing as available now.Still no new movies have shipped after 5 days.
===============================

THE WORST PART IS THEY GIVE ME A COUPON AND THERE IS NO LINK. JUST SOME TEXT THAT SAYS, "Xxxecouponxxxxxxx" Also this reponse about box set only being counted as 1 available title is nonsense. Blockbuster offers and choice of allowing you to keep them together or break them apart and allow out of order shipping which is exactly what I have done. The box seasons are seperated and I purposefully moved them all out of order to make sure they were broken up.

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post #23 of 94 Old 02-28-2007, 04:12 PM
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Quote:
Originally Posted by sb1 View Post

Just buy them and save yourself the hassel. Sorry, but seriously, stories like this are why I buy instead of rent. I know I'll get blasted for that.

p.s. I do understand what you're saying, though.

Support Netflix...Blockbuster trying to duplicate and steal their thunder anyway...I hate big corporate scum...
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post #24 of 94 Old 02-28-2007, 07:39 PM
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I have both Blu-ray and HD DVD players and am considering joining either Netflix or Blockbuster online. For titles that are available in both formats, I was thinking that it would be a good idea to put both versions into my queue. Does anyone know if I do this with either Netflix or Blockbuster, would they ever send me both versions of the same movie at the same time? My thoughts are, if they won't do this, when I receive a title that's also in my queue in the other format, I can just delete that title from my queue.

Thoughts?
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post #25 of 94 Old 03-01-2007, 08:51 AM
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I have both HD DVD and BD players so with loading up my Que with a healthy mix of both I am getting HD movies 90% each week with quick turn around. No complaints here as of yet. I am sure at some point I will get a scratched up disc etc.. I do the 4 at a time.

I have always had hesitation to return to the store as I felt it would create further issues.
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post #26 of 94 Old 03-01-2007, 10:36 AM
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I have been with BBO for a year and never had a problem. I receive HD DVD, Blu-ray, and DVD discs all the time.

Your queue IS small and includes titles which are not widely stocked (i.e. Blu-ray and boxed sets).
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post #27 of 94 Old 03-01-2007, 10:56 AM - Thread Starter
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Quote:
Originally Posted by BigMikeATL View Post

I have been with BBO for a year and never had a problem. I receive HD DVD, Blu-ray, and DVD discs all the time.

Your queue IS small and includes titles which are not widely stocked (i.e. Blu-ray and boxed sets).

I have 51 titles in my queue now and 27 of which say AVAILABLE. how can you say that is small?

Also I just called BBO and spoke with someone. They are now telling me that there was a "glitch" in the distribution system last weekend and that they should have the problem resolved by today. They also gave me 4 coupons as compensation for this missed week.

This sounds shady to me...

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post #28 of 94 Old 03-01-2007, 11:51 AM
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Well, it says "Available" though it doesn't mean it's available at a nearby distribution center.

If you live in New York and the Denver DC has it in stock, they probably won't ship it from there since it would take too long. If anything, they should tweak their system to be more truthful about the availability of titles.

Then again, I haven't had any issues and receive HD titles all the time.
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post #29 of 94 Old 03-01-2007, 06:37 PM
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Quote:
Originally Posted by BigMikeATL View Post

Well, it says "Available" though it doesn't mean it's available at a nearby distribution center.

If you live in New York and the Denver DC has it in stock, they probably won't ship it from there since it would take too long. If anything, they should tweak their system to be more truthful about the availability of titles.

If someone is logged onto the system, the software should be smart enough to only look at the distribution centers that are valid for shipping to the address associated with the person logged on and use only that information to determine the stock status.
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post #30 of 94 Old 03-01-2007, 09:45 PM
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I haven't had a single problem with blockbuster online. Received my movies in a timely manner, and I've also gotten 95% HD DVD or Blu-Ray movies so far, even though I have a bunch of DVDs in my queue, as well. So...sucks to be you, I guess.

Blu-ray = 775
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