(no subject)
Dear Blockbuster Executives,
As of late, I have been very very displeased with the level of service from my local blockbuster. The store staff is wonderful, friendly, and they rank among the top service stores that I visit. Your availibilty of films however has greatly diminished, which makes every trip to the store virtually a waste of my time.
Prior to the new year and the unveiling of no more late fees, I had the three movie pass and two movie pass out, am a Rewards member, and also would rent between 2 and 6 additional movies a week. I was visiting my local store at least two times a week, sometimes three, always diligent on returning my videos before the due date was up.
Since your new plan, however, I have YET to get a new release that I want even on the Tuesday afternoon they come out. It has taken me until just now to finally rent "I Heart Huckabees" since it has been continuously out every time I was in since it's release (and it's not for lack of trying). I have cancelled one of my movie passes and will more than likely cancel my other and move toward one of your competitors as much as I hate to do so. While I will not receive the same knowlegeable staff or courtesy, your fellow B&M stores can offer me greater selection and in-stock films I want to see.
Is there a reason that a movie, like "Paparazzi", which had horrible reviews by critics, a short-lived theater run, AND was placed on many "worst of" lists of last year, took up 3 shelves, while movies like "I Heart Huckabees" which had critical acclaim or even "Alfie" (I'd bet that 85% of the women that come in to your store will see the movie at some point solely because of Jude Law) only take up 2 rows (only 1 currently for "Alfie") of shelving? I understand contractual obligations, but I could continue to list at least 20 other examples of movies over the past year that have had an unjust number of copies to back up their impending popularity.
As a business decision, I understand that you not only have to compete with fellow B&M stores, but also with the increased activity and useage of online rentals that are taking away your slice of the pie. Doing away with "guarenteed in stock" and your movie rentals with movie purchase have not proven to be successful in many of your consumers minds. If I am going to choose to go into your store, with higher rental fees than other stores and less incentive to return on time or even early, you need to entice me to continue coming back within all of your reasonable measures. If you are out of almost all of the new releases for the past two to three weeks consistently every weekend, and it's even to the point of every day during the week now, how do you expect me to come back?
Your end of late fees has given the consumer too much time. Take, for example, a two day rental that I pay $2.99 for. You tell me that I now have an additional week after that before I get charged, in case I have a problem. I now have a movie for 9 days for $2.99. Now you tell me that if I don't get it back in that time, I am charged your selling price for the movie. HOWEVER, by returning it withing 30 days after THAT, I only have to pay the restocking fee. I have effectively kept your movie for 39 days and it only cost me $4.24 and the charge on my credit card for the movie that I get refunded back. I know you had people sit around and come up with this plan -- but really, does this inconvenience make the customer happy and bring you greater profit? Yes, you've made some money if they don't bring it back, but the anger you are causing other customers, is it worth it?
What is the advantage then, for a movie pass over regular renting? When I use my movie pass, I try to watch the films that are the most popular first, returning them so others have the same chance. Most of them are returned days later, almost all within 9 days. I now have nothing to rent, however, and no reason to rush my movies back because I am now only 10% hopefully that the film I want will be in.
Financially, it is $29.99 for a three-out pass. At $2.99 a rental, I can get 10 rentals for the same price. But say I have the rewards card, and diligently come in every M-W, thus earning 20 rentals for the same amount. But don't forget, I get two rentals for that month free with five purchased, and my coupon to use, bringing my total to $30.83 a month for 23 movies. Now I can say that I see and rent at least 23 movies a month -- but this price I even feel is too high. You have not only priced it higher than any movie pass out there, but you have also given no incentive for anyone to get it.
One of your current promotions, for a new customer only, is $9.99 for the first month, but what is that in fine print under? For a limited time you can get the 3 movie pass for $14.99??? Again, you are showing your current customers that you don't care. I understand that changes are never instantaneous in the business world. But it has been almost four months now of this and as a loyal patron to your organization, I would love to see things change for the better. A company can remain competitive without angering their customers. Since rentals are your forte, I would think having movies in stock would be your primary focus. I fully expect to get a form letter back, followed by a short concise "thanks for writing", but I will hope that behind the scenes, all of this is being looked into.
Sincerely, Sara
**Can you tell that Blockbuster has annoyed me as of late?**
As of late, I have been very very displeased with the level of service from my local blockbuster. The store staff is wonderful, friendly, and they rank among the top service stores that I visit. Your availibilty of films however has greatly diminished, which makes every trip to the store virtually a waste of my time.
Prior to the new year and the unveiling of no more late fees, I had the three movie pass and two movie pass out, am a Rewards member, and also would rent between 2 and 6 additional movies a week. I was visiting my local store at least two times a week, sometimes three, always diligent on returning my videos before the due date was up.
Since your new plan, however, I have YET to get a new release that I want even on the Tuesday afternoon they come out. It has taken me until just now to finally rent "I Heart Huckabees" since it has been continuously out every time I was in since it's release (and it's not for lack of trying). I have cancelled one of my movie passes and will more than likely cancel my other and move toward one of your competitors as much as I hate to do so. While I will not receive the same knowlegeable staff or courtesy, your fellow B&M stores can offer me greater selection and in-stock films I want to see.
Is there a reason that a movie, like "Paparazzi", which had horrible reviews by critics, a short-lived theater run, AND was placed on many "worst of" lists of last year, took up 3 shelves, while movies like "I Heart Huckabees" which had critical acclaim or even "Alfie" (I'd bet that 85% of the women that come in to your store will see the movie at some point solely because of Jude Law) only take up 2 rows (only 1 currently for "Alfie") of shelving? I understand contractual obligations, but I could continue to list at least 20 other examples of movies over the past year that have had an unjust number of copies to back up their impending popularity.
As a business decision, I understand that you not only have to compete with fellow B&M stores, but also with the increased activity and useage of online rentals that are taking away your slice of the pie. Doing away with "guarenteed in stock" and your movie rentals with movie purchase have not proven to be successful in many of your consumers minds. If I am going to choose to go into your store, with higher rental fees than other stores and less incentive to return on time or even early, you need to entice me to continue coming back within all of your reasonable measures. If you are out of almost all of the new releases for the past two to three weeks consistently every weekend, and it's even to the point of every day during the week now, how do you expect me to come back?
Your end of late fees has given the consumer too much time. Take, for example, a two day rental that I pay $2.99 for. You tell me that I now have an additional week after that before I get charged, in case I have a problem. I now have a movie for 9 days for $2.99. Now you tell me that if I don't get it back in that time, I am charged your selling price for the movie. HOWEVER, by returning it withing 30 days after THAT, I only have to pay the restocking fee. I have effectively kept your movie for 39 days and it only cost me $4.24 and the charge on my credit card for the movie that I get refunded back. I know you had people sit around and come up with this plan -- but really, does this inconvenience make the customer happy and bring you greater profit? Yes, you've made some money if they don't bring it back, but the anger you are causing other customers, is it worth it?
What is the advantage then, for a movie pass over regular renting? When I use my movie pass, I try to watch the films that are the most popular first, returning them so others have the same chance. Most of them are returned days later, almost all within 9 days. I now have nothing to rent, however, and no reason to rush my movies back because I am now only 10% hopefully that the film I want will be in.
Financially, it is $29.99 for a three-out pass. At $2.99 a rental, I can get 10 rentals for the same price. But say I have the rewards card, and diligently come in every M-W, thus earning 20 rentals for the same amount. But don't forget, I get two rentals for that month free with five purchased, and my coupon to use, bringing my total to $30.83 a month for 23 movies. Now I can say that I see and rent at least 23 movies a month -- but this price I even feel is too high. You have not only priced it higher than any movie pass out there, but you have also given no incentive for anyone to get it.
One of your current promotions, for a new customer only, is $9.99 for the first month, but what is that in fine print under? For a limited time you can get the 3 movie pass for $14.99??? Again, you are showing your current customers that you don't care. I understand that changes are never instantaneous in the business world. But it has been almost four months now of this and as a loyal patron to your organization, I would love to see things change for the better. A company can remain competitive without angering their customers. Since rentals are your forte, I would think having movies in stock would be your primary focus. I fully expect to get a form letter back, followed by a short concise "thanks for writing", but I will hope that behind the scenes, all of this is being looked into.
Sincerely, Sara
**Can you tell that Blockbuster has annoyed me as of late?**