Blockbuster Video

User Rating: 5 out of 5 stars

Great Store!: I love the Blockbuster in Enfield! Every day I come in and am greeted in a warm tone, the movies I want are almost always in stock, and if I can't find it, the associates have no problem looking through the returns for me. They're always helpful and friendly and easy to talk to. I'd go back everyday if I had the money. Even on Christmas Day, I came to the store right before it closed and they unlocked the doors and let me pick out my movies, not rushing me at all. This is a wonderful store that I would highly recommend.

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User Rating: 1 out of 5 stars

Holiday disappointment: This rating reflects my one bad experience with Blockbusters. Every other day I've never had a problem with service. However, Christmas Day of '06 the store on Hazard Ave in Enfield, CT decides (for reasons that are unclear from one employee's explanation from behind closed doors of "we got permission") to close the store 13 minutes early. I arrived there at 9:47 and as I was walking up the steps the internal lights go off, door locked. One minute later another customer arrives but we both could not convince any one of the many employees in the store to service us between the hours that were plainly posted on the very doors that were locked in front of us. I understand it was Christmas and everyone wants to go home, but when a commitment is made and posted then it should be followed regardless of the day. I immediately called my wife (at 9:49) to find out the number of the Blockbusters in East Longmeadow, MA and to explain to them what I just went through. I guess I vented a bit as it was a 4 minute call to my wife and it was 9:54 when she made the call to the other Blockbusters. I didn't get a call back from my wife so I assumed that they were aware of my arrival and, because of one of their franchise partners who decided to close early; I would be there within single digit minutes after store hours. They were aware of what movie I was looking for and at least made the effort to actually find the movie and take it to the front of the store. I arrived there at 10:05 in which the same person who took the call simply stated that she was sorry, but “the store closes at 10:00”. I stated that I came for this particular video that they were holding but she shrugged her shoulders (very much like the employee did at the first Blockbusters) and said she was sorry. I left without further incident but as I headed home from my second failed attempt to rent a movie, I decided to get the number of this second Blockbusters in Longmeadow, MA and I spoke to this same person that was "sorry". We talked for over 7 minutes (according to my cell phone records) and I explained to her as I would explain to you in this review; Blockbusters did nothing to accommodate the customer. Not just once, but twice at two different locations. I understand that the doors must be locked from incoming customers at 10:00 but yet another store closes before 10:00. Both situations are to the customer’s disadvantage (specifically mine, in the pouring rain on Christmas night) and in today’s market in which the “service” industry replaces such industries as manufacturing to keep our economy running, these series of events were unacceptable. I believe I probably left the employee at the Longmeadow, MA store a not so Christmas like spirit for the remaining two hours of this holiday but then again, this worked both ways. Customer service is what could have made the difference at both locations. The effort and willingness to do so was just not there. A transaction could have happened after 10:00 (like they do when you're waiting in line after hours when it's busy) without having me enter the store. With just a slight amount of common sense and the ability to work around the situation (the Mass Blockbusters had 6 minutes to think about how to do this, mind you) they could have figured a way to accommodate the customer. Instead, they waited for me to arrive only to tell me they can't help me because it's after 10:00. I feel disappointed and left me feeling angry as well in my last hours of the holiday. Angry and disappointed is how I feel about Blockbusters at this point and I hope something someone else can say tomorrow (besides “sorry”) can make me feel any better about Blockbusters. Thanks for reading this through.

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