As abusive as that old lady was, I can understand where she was coming from. Not everyone is a fan of this outsourcing crap that companies do and sometimes it's difficult to receive justice without a face-to-face interaction. Until you've dealt with bureaucracies you can't fully understand the benefits of an integrated service against the laziness and obfuscation that can occur when various services are outsourced or split between different departments.
Before I've had the pleasurable experience of calling the IRS from inside a college financial aid office, because it was in financial aid's best interest (read their profit margin) not to receive certain paperwork by mail and to deny me financial aid. In reality it was their job to do this kind of background check, but instead I had to make the call--while making sure it was recorded and that the documentation arrives in their office without disappearing.
Back on the subject of Blockbuster, if the brick and mortar store is losing money because of an online return--isn't that really Blockbuster's fault for making the online service a separate business? I mean, aren't big companies supposed to take returns for the sake of good will--not because it is an immediately profitable thing to do?
I can kinda understand where she is coming from, but there is absolutely no need to get abusive about it. The companies have the same name, so anyone with any brains would assume that they are interconnected in some way and that the store would be able to help with a problem especially since some of the business is done in the store . Its a really poor decision by corporate to let customers do this, without giving stores access to online accounts.
Retail stores really should have rules posted at the entrance, so that this does not happen and that the authorities can be legally called when a customer is becoming very abusive. This way if the customer goes and calls the district manager the employees who got stuck with the bad customer will have a police report or some kind of other report to back themselves up with so they don't get called out on being very unprofessional when in reality they did everything by the book. Its sad that any customer can pretty much report any employee to the district manager (in any store) that they want to and make that employee's life a living nightmare possibly even if the employee did absolutely nothing wrong.