Canada chain cancels late fees
Customer feedback prompts change in Rogers Video strategy
OCT. 3 | Rogers Video will no longer charge late fees.
The 298-store chain in Canada will allow an eight-day grace period after the due date to return a rental movie. After that point, customers will be charged the lowest price for the movie as a sell-through item, minus the rental fee.
If the customer doesn’t want the movie, it can be returned within 30 days to have the sale charge erased.
Unlike Blockbuster Video, Rogers will not charge a restocking fee.
Rogers’ new policy comes as a result of customer trials and feedback after “watching similar programs play out in the market,” Rogers Video president and CEO Chuck van der Lee said.
Additionally, customers who decide to keep the movie can exchange the rental case for the original movie box.
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