Amy L.
Yelp
Upon entering this video store, I received no acknowledgement from the staff, which was mainly a guy sitting behind the counter, doing his best impression of being too cool for school. I went up and asked about signing up. He assisted me with absolutely zero expression on his face, but was polite. Given the unique organization scheme, I asked for assistance finding the three titles I wanted to rent. He assisted me grudgingly, seeming to be annoyed at being forced to leave the counter. He rang up my movies, took my money, and I was on my way...
Later that night, I excitedly sat down to watch my movie marathon. The first one was awesome, so was the second. About halfway through the third, the dvd started freezing, and try as I might, I could not unfreeze it. I managed to turn off the movie, then start it a little while later in the movie...which left me missing about 20 minutes of some of the most important bits of the plot.
Well, that sucks, but it's not the end of the world. I'll just see if I can find out what happened by reading the wikipedia page for the movie.
It turns out the sucky part happened the next day when I returned the movie. I let the counter guy (same one as yesterday) know that the movie froze in the middle, so was probably damaged, and that it wasn't my player's fault, because the other movies had worked just fine (and I've never had a problem before or since with it!). He said, "Okay, cool, thanks for letting me know."
I waited a moment, perplexed, wondering if he'd somehow forgotten to offer to refund my money for that rental which I didn't really get to enjoy. He never made that offer. In retrospect, I should've made it clear that I wanted my money back...but he'd already moved onto a conversation with someone he knew in the store. So I just left, feeling awkward and annoyed. I haven't been back since, and the next time I had the urge to rent a video, I went to Lost Weekend instead.
It kind of sucks that I feel this animosity towards Faye's, but customer service makes or breaks an experience for me. If the counter guy had just refunded my money, or at least offered me another rental free for my troubles, I would've continued to give them my business, because that would've been an ethical business practice. But to take my money, give me a substandard, defective product, and then not try to make that right? Yeah, ain't got no time for that...!