Horrible experience. Shortly after moving into the neighborhood and having several fine rentals from them, my girlfriend had an awful experience that got us both banned from the store (so they said - I'm guessing I could go back...)
I forget what the title was, but my girlfriend rented it and returned it (she thought) without issue. About a week or so later she received a phone call reminding her to return it. She said she had. They said she hadn't. The ONLY other possibility was that she'd returned it to Reel Life South (another local store - see review) by accident. However, after walking up the block and talking to them she was assured they hadn't accidentally gotten it. So, she must have returned it to the right place. She called back Video Gallery, argued with them briefly, and the matter was left quasi-resolved (she said she had returned it, they said she hadn't, but nothing else was mentioned).
Several weeks later a bill appeared on her credit card for an exhorbitant amount (replacing video store rentals is much more expensive than buying one ourselves, due to liscencing matters, etc). They just went ahead and billed her for it!! Way to resolve a problem! Well done - good customer service. Now, I'd been in the before and seen that things were a bit pell-mell, so I do believe it's possible that she placed it at the return counter, walked out, and before they checked it in someone could have stolen it. But is that HER fault, or their's for mismanagement?
Anyway, she went into the store, had a long arguement where they accused her of being a liar and ultimately said, "Fine - we'll take off the charge. But you're not welcome here anymore." To which she replied, "Do you really I think I'd come back anyway, after this?"
And that, as they say, is that.