Recently went to return a rented book. I wanted to purchase one rental and return the other.
I acknowledged my timing was late for the return when speaking with the man (I assume he is the manager). After I was told what the late fee was I asked for the breakdown which he mentioned that they do call renters to remind them. I informed him I never received a call which I found odd. He then said I should have been charged automatically but my card declined. This was due to the new card issued after the Target debacle. So my credit card declines, you never receive your $140 book and never reach out to the customer, great. I asked him when he called me, which he mentioned was notated in the system. After the awkward silence and clicking around on the computer he asked for my number in order to log it on the correct account. Possibly this was the first reason I didn't receive a call, shortly after he looked up and told me what my total was. I was confused, he was supposed to be checking this imaginary call log to tell me when they called. When I asked again he said the call log was "in the back"...so why was I waiting there for you to tell me the total once again?
The typical response of, "Well it will take me time to find it" is his reasoning not to look and get me out of his store, then reverts back to saying it's my responsibility to know when the due date is etc. Which I completely agree it is and I paid the late fee. Although, do not say you have a level of service or followup when you clearly do not, then revert blame back to the customer.
A suggestion for you and your business, refer to what information you provide on receipts or flyers regarding your policy, do not blame the customer. Also, do not create an argument to defend yourself when you clearly do not have accurate information to back it up.
I had not been late on previous rentals and requested forgiveness... Not granted.
Lastly, I have two more years at UNLV and I choose not to return to your store based on this experience.
Have a great day.