DVD Return Policies Need a Change

Article first published as DVD Return Policies Need a Change on Blogcritics.

It’s been awhile since I tried to take a Blu-ray or DVD purchase back to the store. I remember a time when it was possible to return or exchange an unopened DVD, even without a receipt, for at least store credit. If a disc was opened and damaged, I could swap it out for a new copy. Merchants were accommodating and nice, making sure we got a good product and they got the sale. It made everyone happy, and produced loyal return business.

Sometime over the years, this has changed. I discovered this the ugly way last week when trying to swap out a Blu-ray combo pack I had received as a gift for the 3D version. Although I did not have a receipt, I didn’t think exchanging a mint-condition, unopened package, still in the plastic wrap, would be a problem.

Boy was I wrong!

First, I went to Best Buy, but without a receipt, I was turned away immediately. I was surprised, assuming that my local brick-and-mortar store would be the go-to place for excellent customer service. On this day, there were no apologies or well wishes, just a firm “No.”

Assuming this an anomaly, as, after all, big chains have lots of locations and employees, I called another location. This clerk was much friendlier, but again I was told that it would not be possible to exchange without a receipt. I trudged on.

But I had the same experience at Walmart. The customer service lady at Meijer was super nice and even brought a 3D copy to the counter, but before the transaction was completed, a manager stepped in and cut it off, telling me that store policy required a receipt. Target said they would exchange it, but didn’t have any 3D copies available at this time. I really didn’t want to wait the two weeks.

The more stores I contacted, the more I realized that this has become an industry-wide practice. I was completely confused and shocked. Why couldn’t they take my perfectly good, unused copy and put it back on the shelf? I was certainly willing to pay the price difference for a 3D version, but was not willing to drop $35 on a new copy of a film I already owned (albeit not in 3D).

Wanting to understand, I finally talked to a couple of friends who work at retailers not mentioned here. Both informed me that stores cannot resell a returned copy, no matter how pristine it is. It has to go back to the manufacturer, but that cannot be done with a disc not originally in a retailer’s inventory. And not having a receipt, I couldn’t prove which retailer my disc it came from.

In an age where viewers are increasingly shifting their focus to digital versions, and buying fewer physical copies than ever, why make things so much more restrictive for purchasers? I would certainly understand if a store declined to exchange an opened package, but when the one in my hand looks exactly the same as the one on the shelf, why can’t an exchange be made? To me, it is simply a case of bad customer service, and a policy that makes life more difficult for consumers, at a time when people can easily obtain the video without leaving their home, either legally or illegally, there will be little reason for people to return to stores.


In 2013, it feels like customer service is slipping in a great many areas. I just didn’t think it had reached these levels of ridiculous yet. All the more reason to stay home and find another, more practical use for your money.

At least, don’t accept the status quo. If you’re a customer and you can’t get what you want, don’t buy anything at all. I didn’t happen to spend money personally on this title, but I do purchase plenty of other releases. Now, I will think twice about which ones I buy, and from where I buy them. If you run store chain, push back against such terrible policies; they will cost you business. And if you happen to be an industry decision maker, think carefully about the direction in which the industry is heading, and don’t make dumb moves that will hurt everyone involved.

Blu-ray Review: Country Strong

     Like most new movies released on Blu-ray, Sony Pictures' Country Strong looks fantastic. The picture quality is perfect, and the sound is crystal clear. Colors are rich, without overtaking the picture, and the darks have depth, not being lost in the corners. The cast looks great, and every detail is easily seen. Even the heavy reds and blue during performances don't distract, as they sometimes do, because there are enough hues mixed in to provide plenty of contrast.

     My only complaint in either of those categories is that the musical performances were quite a bit louder than the sometimes mumbled dialogue, so it is necessary to keep the volume remote control handy. That is a problem I didn't expect on modern home video, as advanced as sound mixing has become, and cannot recall any release with such drastic level changes I have experienced before. That being said, the music mixing is superb, and once you tone down the volume a little, you can really enjoy the harmonies. Perhaps the sound mixing was done by someone who really loved the music, admittedly an essential part of the film, and wanted to play it up.

     Sadly, the film itself is not very good. It premiered to mixed reviews, and after watching it, I fall on the side claiming a low quality flick. I do not blame the actors. Gwyneth Paltrow does as much as she can with such an unlikable character who can't even decide what she wants from one moment to the next. Her vocals are fine for the part. Garrett Hedlund and Tim McGraw face similar challenges, trying to make a pair of slightly creepy men who seem to care mainly about sex (Hedlund) and fame and fortune (McGraw) real human beings. They fail, but they're putting real effort into it. Leighton Meester, who is trying to launch a music career alongside her acting one, has a beautiful voice, but is saddled with less than memorable songs.


     The story is trite, and reminds me of a bad Lifetime movie. We do not need a four way love mess, with each man involved somehow with each woman. I'm a little surprised, because of the forever changing partners, they kept things strictly heterosexual, except that the target audience for this film is the moralistic heartland of our country, who enjoy country music, and even less people probably would have seen it had they crossed those lines. I am knocking neither mid-Westerners (I am one myself), nor country music fans (as both my parents are), as I respect high quality examples of both. Crazy Heart is one of my favorite movies of last year. Country Strong doesn't achieve half the total package Crazy Heart had.

     If you actually liked the movie, as I'm sure plenty of people did, as everyone's tastes differ, you'll love the plethora of extras that come with the Blu-ray disc. In fact, I am jealous some movies I like better don't have half as much. Most of the basics are there, of course, including a handful of deleted scenes and subtitles for Spanish, French, and Portuguese. Strangely, a commentary track is absent.


     Additionally, as you would expect from a film about music, there are a couple of music videos from Paltrow and Sara Evans and one extended musical performance of Paltrow singing "Shake That Thing". An original ending gives you a different way things could have ended. The Blu-ray edition gives you three featurettes covering the costumes, songwriters, and cast. The menus are among the best I've seen, allowing easy scrolling while still watching the film. Along those lines, a movieIQ option is included that allows you to look at trivia while the movie is playing. Really, a treasure trove of riches.

     As you may have gathered, I cannot recommend this purchase for the film itself, but the studio certainly did a good job of making an enjoyable, immersible experience for fans with the special features. If you liked Country Strong, the Blu-ray is a must have.

     The Blu-ray and DVD versions of Country Strong will be released April 12th.