On 02/25/08 I visited the Hollywood Video at 6384 66th St. N Pinellas Park, FL (that is closing) to purchase videos because they were going out of business. I already knew that they were going out of business and had previously selected the movies I wanted to buy.
My roommate and I arrived at this location at 9:52pm only to have the young man at the counter, who was checking someone out at that time, tell a young woman employee to go lock the door. Apparently they were to be closing at 10:00pm but it wasnt 10 yet. I had called this location just ten minutes prior to this asking if they were still open and selling movies. It wouldnt have taken me more than five minutes to see if they still had the movies I wanted to purchase and I was very upset that they rushed to lock the door.
Just two months ago at this location I was convinced to purchase their calendars w/ coupons and I did purchase not only one but two calendars. At this time Im sure that they had to have known that they would be closing this location.
Leaving very distraught and wanting to just go to your competitor a few blocks away, I stopped at the grocery just to cool off, and my roommate convinced me to go to the other nearest Hollywood Video at 6666 22nd Ave. N St Petersburg, FL so that we could use the coupons. I reluctantly proceeded to this location. We found two movies (w/ a buy one get one free coupon) and went to check out. The sales rep, said that I would have to sign up for a new membership card and that he was throwing mine away. Standing there puzzled and feeling the steam rise up my neck, I politely asked why?
The rep then stated that it would lock up his computer if he tried to search out my account and that this was now company policy. I expressed to him that just last month I was in the panhandle of Florida over seven hours from here and had rented a movie with that card (returning it via sail-mail.) He stated once again that this was now company policy. Again reluctantly I filled out the new membership form because he had already thrown mine in the trash without my permission, and he was very unprofessional in his mannerism. He took my coupon and stated that I would get "buy one get one free for the next month" so it was a good deal for me. IS THIS OR IS THIS NOT NEW COMPANY POLICY!! or Is this rep just racking up bonus points for every new membership that is filled out?
I may only be one consumer, but in my business, I encounter 30-50 people a day. Some of these individuals I see on a regular basis but others I encounter for the first time and will never see again. Word of mouth can be huge in speaking about service one has received as a customer and I am not hesitant in expressing my views about how I am treated especially at retail stores. At this junction I am very unhappy with the service at both of your stores and I have already had one extremely bad experience prior to this.
I would like an answer about your New Company Policy and maybe you can tell me why I should continue doing business with your retail chain?

Signed,
One very distraught costumer