Service Update: BLOCKBUSTER in Administration – HELP

Thanks first of all for all for the continued support we have received from our staff and our customers. We will do what we can to keep everyone in the loop. We continue to receive a high volume of emails and calls from the recent announcement that BLOCKBUSTER entered administration that we are working our way through. We apologise for any delay.

In the meantime, with the help of our administrators who are fielding most of our customer queries, we have compiled the most frequently asked questions below:

What will happen to my Blockbuster By Post subscription?

It is the Joint Administrators’ intention to continue to trade the business as usual whilst in administration. As a valued Blockbuster By Post subscriber, please be assured that the Blockbuster By Post service will continue to operate as normal.

Should trading cease, you will be refunded the outstanding balance on that month’s subscription, on a pro-rated basis, before your subscription is cancelled.

I’ve pre-ordered from you online, will my pre-order be honoured?

We will endeavour to honour all pre-orders placed online at blockbuster.co.uk or the Blockbuster Marketplace. Please be assured that as per usual, we will not charge you for your pre-order until the item is due to be dispatched to you. In the unlikely event that we cannot fulfil your pre-order, you will not be charged. We will aim to let you know in good time so you can place your order elsewhere.

I have joined VIP GAMER, can I use my points?

Yes indeed. Please login to your VIP GAMER dashboard as usual, you can redeem your points, swapping them for discounts to use online or in-store. Please note, we have suspended the earning of points on VIP GAMER.

Log In to VIP GAMER here >>

I have a coupon code for Blockbuster Marketplace, can I still use this online?

Yes. Please note that there may be a minimum spend required in order for this to be used online. Please enter this when prompted at checkout.

SUBSCRIPTION RENTAL

I would like to cancel my Blockbuster By Post subscription.

I would like a break / holiday from my Blockbuster By Post subscription.

It is the Joint Administrators’ intention to continue to trade the business as usual whilst in administration. As a valued Blockbuster By Post subscriber, please be assured that the Blockbuster By Post service will continue to operate as normal.

If you still wish to cancel:

You could always take a break from the service for a while – you will not be charged for the service and can restart in a few weeks or months.

If would like to take a Payment Holiday, please click here >>
If you would still like to cancel your account, please click here >>

Please note: Should trading cease, you will be refunded the outstanding balance on that month’s subscription, on a pro-rated basis, before your subscription is cancelled.

I haven’t received my next Blockbuster By Post disc?

My Blockbuster By Post disc is faulty.

I’ve exchanged a disc in store, however it hasn’t been checked in yet.

While most discs should arrive the next day, the Royal Mail’s official line is to allow 1-4 days for 1st class post to arrive.

Please go to blockbuster.co.uk and click ‘Log In’ in the top right hand corner. Click on ‘Report a problem’ next to the title that is faulty / you haven’t received. Please follow the on-screen instructions as usual. A replacement will be sent asap.

Log In to blockbuster.co.uk here >>

I haven’t got the top title on my list

Like all By Post services, Blockbuster will send the first available title in your list to ensure that you always have something to watch. If you wish to guarantee what you get next, you can choose a Top Ticket. Your Top Ticket will be sent to you immediately. Please see the Top Ticket sections at blockbuster.co.uk for more information.

Choose a Top Ticket here >>

I haven’t received anything from Blockbuster By Post (nothing has been sent)

Blockbuster recommend that you always have 20-30 titles in your list at all time to avoid an uninterrupted service. If nothing has been sent, then it is possible that all the copies of the titles on your list are out on rent to other customers.

In the meantime, we recommend that you use Top Ticket – these are titles that can be sent to you immediately. We can get a disc out usually within 24 hours. Nearly 90% of the catalogue is available on Top Ticket right now and you can guarantee what you get.

Choose a Top Ticket here >>

My payment has failed / I need to update my debit or credit card

You can update these online, please log in here and follow the on-screen instructions >>

I need to update my address details / email address.

You can update these online, please log in here and follow the on-screen instructions >>

I’ve forgotten my password

Please enter your email address here and Blockbuster will email you a reminder.

Request Password Reminder >>

I’ve chosen a Top Ticket by mistake, how do I cancel this?

We’re very sorry, but as soon as you select something as your Top Ticket, the disc is put to one side at the Blockbuster warehouse and is readied for dispatch to you. Blockbuster does this to guarantee that you get this title sent to you next.

Unfortunately we can’t stop this from being dispatched to you.

I get eVouchers / eCoupons as part of my monthly subscription / Rental Plan however my store has closed.

We recommend that you downgrade your Blockbuster By Post subscription to be online only. You can do this online, log in here and choose an alternative rental plan.

Change your Blockbuster By Post Plan >>

BLOCKBUSTER.CO.UK RETAIL / BLOCKBUSTER MARKETPLACE

I’ve bought a product from your website but it’s faulty.

I’ve bought a product from your website but it hasn’t arrived yet.

I’ve bought a product from your website but I’ve already got it / changed my mind.

Please contact the Blockbuster customer services team with your order number. We’ll use this to find your order and arrange for a replacement or refund.

Please contact the Blockbuster customer services team here >>

I bought a Blockbuster By Post Pre-Pay card, can I use this?

Absolutely. Please go to blockbuster.co.uk/prepay enter in the long number on your pre-pay card and follow the on-screen instructions.

Please enter your activate your card here >>

I’ve already asked for something to be returned / replaced but haven’t heard anything.

We’re very sorry. Please contact the Blockbuster customer services team with either your order number or Return Authorisation number.

The Blockbuster Customer Services team will contact you with an update on what’s happened to your order.

Please contact our Customer Services team here >>

I pre-ordered a title on the Blockbuster website but want to cancel this.

Please be assured that as per usual you will not be charged anything until the item has been dispatched by Blockbuster.

It is the Joint Administrators’ intention to continue to trade the business as usual whilst in administration.

If Blockbuster cannot fulfil your pre-order, then you will be contacted and your order will be cancelled in good time so you can buy the title elsewhere.

If you still wish to cancel -

Please can you contact our Customer Services team, providing them with your order number and let them know that you’d like to cancel your order.

Blockbuster will email you with a confirmation when this has been completed.

Please contact our Customer Services team here >>

I tried to order from Blockbuster online however am getting a DM100 error message

I tried to order from Blockbuster online however am getting an AD100 error message

We’re very sorry. Please could you contact the Blockbuster Customer Services team who can help you fix this problem. This may have been caused because your details are already registered against a different Blockbuster Online account.

Please contact our Customer Services team here >>

STORE CLICK & COLLECT

I requested that a title be reserved in-store with Click & Collect however I haven’t had an email about it.

The Blockbuster staff in-store are due to confirm within 30 minutes that they have put your movie or game to one side.

If it’s been longer than 30 minutes then please check the junk mail folder on your email program.

Worst case scenario, please contact your local BLOCKBUSTER store.

You can find the contact details finding your store here >>

I requested that a title be reserved in-store with Click & Collect however the store said it wasn’t there. When I went in, it was.

To avoid keeping you waiting, Blockbuster allow staff 30 minutes to pick the title. However if the staff are exceptionally busy in the store, they may have missed the reservation.

Tagged as: Administration, Blockbuster, service update