I have no doubt they had customers complain, but I have reasonable doubts they spent as much money at blockbuster as my wife did, and money coming in is what's

I have no doubt they had customers complain, but I have reasonable doubts they spent as much money at blockbuster as my wife did, and money coming in is what's really important. All businesses have customers that complain. Some people make it a point to always complain, but they're generally a small percent of the total. Cater to them and you'll have a small, shrinking, and constantly complaining customer base, and that's what happened to Blockbuster. Redbox is what really put the nails in their coffin lid though. You could rent a DVD and if you didn't return it you bought it for a still very low "used" price and never had to deal with any snotty customer service people.