Video Wave of Noe Valley

While I will say that they owners of this place are knowledgeable, personable and polite, I feel less and less inclined to come here each time I visit.
I got this email yesterday–
This is to let you know that your card was charged for a balance due at Video Wave of $. was kept out extra day (s) beyond the original day rental period one month ago. Receipts are on file. Please remember that the movies must be returned before 7pm (before we are closed) on the day due.
It is our practice to reduce extra days as much as possible; however, charging the card on file costs quite a bit in time and money. In future, if you are able to come in and take care of extra days due, we may able to do more to discount.
We appreciate your business. Please be sure you understand our return times/​policies and call us with any questions, drop by, or reply to this email.
We hope all is well with you and look forward to seeing you again.
Video Wave
550‑7577
–This was for 2 videos rented about a month and a half ago. I sent an email asking for the titles and the amount charged. In my opinion, that should have been disclosed in the email. Today, I got a response telling me which titles I had out. I still have no idea what they charged my card for 2 movies that were less than 24 hours late. It says to get the titles in before they close before 7… but they close at 9.
I have been put off by a few things here–
The candy shop where they have taken new residence is run by a very rude woman who was really nasty with us the first time we came in. Not VW’s fault but it def makes me want to avoid the place.
The prices are too high. Renting films that haven’t been new releases since 1985 shouldn’t cost me 5 bucks a hit. especially for a 2 day rental. I could really just buy them for that price. I somehow doubt people are lining up around the block to rent old Leslie Nielsen movies.
Then there is the note on the inside saying that you will be charged for a scratched disk. Yeah. It’s a rental dvd. They will inevitably get scratched, it’s wear and tear and it’s part of owning a video store. I don’t need the idea of some looming fee for way more than the disc would ever cost if I touch the thing wrong or if a scratch went unnoticed from a previous rental.
Then there is this email saying that my credit card has been charged for some mystery amount for a mystery late fee. Going so far as to state the inconvenience that they go through to charge me. Really? I have never rented from a video store that didn’t just charge you on your next visit to the store. I don’t mind the fee so much but this method is a bit off for my taste.
I want to support local business rather than Netflix or another corporation. Even though this place is close to our home and directly across from another business that we visit weekly, I don’t think we’ll be returning.
UPDATE:
We definitely will not be returning. Not only was I charged an undisclosed amount, he threw in an extra title that I returned on time. I’m happy to pay a fee for what I owe but not for what I don’t! When I brought this to his attention he put the blame on me, saying that I must not have returned it by 7 the previous eve. Though I remember quite clearly going out of my way to make sure the title in question was returned ON TIME. This is a really lousy business practice. Seems like they are trying to grab dollars to stay in business. Now I see why. Not surprised that they are now operating out of the rear of a candy shop.
Go to Lost Weekend.

I’ve been renting movies from Video Wave for more than 15 years. I would rather patronize my local San Franciscans instead of a big corporation.
The staff are very knowledgeable, helpful and friendly.
I like your new location on 24^th street!

Great new location for this Noe Valley Staple! It is now merged with a newer candy store, conveniently located on a much busier street. The old, long established location was great too. I haven’t been into this new location yet to understand how management and movie selection may have changed. I trust that this is a great move for Video Wave to a busier location with the added value of candies and treats for their customers!

Friendly, expert knowledge with great suggestions. Free popcorn. It doesn’t get any better than this.

Over the last two years of living in the neighborhood, I’ve really come to love this video store and probably rent something at least once a week.
I don’t really understand the physics of how they can fit such a comprehensive collection of dvds and videos in such a small store. Owners are phenomenally knowledgable and passionate about all kinds of genres — their suggestions based on past rented dvds are aeons ahead of anything amazon etc can throw at you. I always leave with The Perfect Movie for the occasion. Have to say that I find the «passive aggressive pseudo hippies» post below quite funny. Are we talking about the same people here? The friendly movie trivia-​laden chat is half the reason I continue to choose this place over netflix!
Extra bonus points for stocking the B+W 1962 video of The Miracle Worker when my daughter was doing a school project on Helen Keller last year. They lent us a VHS player (no charge) to watch it, which I think was even more fascinating to her than the movie :)

This little shop is packed with a huge selection of videos in various formats. You’re more likely than not to find what you’re looking for, even if it’s an obscure title. And, if you can’t, proprietors Gwen and Colin are happy to consider requests. In addition, Gwen, Colin, and the staff are friendly and helpful, and they’re always eager to chat with customers about movies and the neighborhood. Their prices and rental policies are reasonable, and you can get excellent deals by purchasing rental books up front. Despite the success of Netflix, iTunes, Amazon Prime, On Demand TV, etc., Video Wave of Noe Valley has been in business for a long time and continues to offer uniquely stellar service. It’s a fixture in Noe Valley — not to mention a local treasure — and I’m grateful for its presence.

Long time customer in spite of the passive aggressive service you sometimes get. Final straw tonight.
Rented a movie, brought it home. An hour later tried to play and it wouldn’t run. Disk error. Went back to the store in absolutely fine mood. Simply wanted a refund or another copy. When you rent from this place you can expect the disks to be scratched at times because noe valley is all families.
Instead of simply giving me the new disk or the refund and an apology for the issue (or not didn’t really have to have the apology as I know disks get scratched) they could not resist saying the disk wasn’t scratched when it left the store so it must have been us. I was stunned. I’ve been coming to this store for years and yet they cannot resist repeating the accusation when I suggest this was nearly impossible given we just took it home an hour ago and just tried to play it. Are they that put upon by customers they have to get digs in when they can? If so then GET OUT OF THE BUSINESS. Or do yoga.
Have put many many hundreds of dollars into this store over the years and always tried to support the small store in spite of the frequency of the scratched disks but the attitude is just too much. Much easier just to do on demand than continue to support.. Have ignored it from one of them over the years but once it spread to another of the staff that was it for me.
Done.

Agreed on all the kudos posted here. Super friendly, dedicated, knowledgeable staff and owners are so eager to please, and capable to deliver!
Returns are expected by 9PM to count as that day (perfectly reasonable).
I’ve been a regular for 8 years with the new owners only. For a few years of that time I rented a movie almost every night, catching up on decades without a TV for oldish blockbusters and precious indies as well. When a friend recommended some obscure flick — they almost always had it!
Lately, I only check the new releases and the staff recommended section is a treat: favorite selections hand chosen by avid movie nerds… it doesn’t get any better. Hand written reviews by staff and customers. Sometimes I can tell I’m not of the same taste as the clerk but they can tell too and make genuinely helpful suggestions, understanding what I want and responding intelligently to any question I can throw them.
Agreed also; this is a great place to brush up with live humans in the neighborhood. Interesting people — relaxed and enjoying the scene — everyone friendly and comfortable.
I’ve dabbled in netflix but this is so much better.

Video Wave is one of those real San Francisco pleasures. A small, independent store with friendly, knowledgeable staff, and a great selection. You feel at home, you relax, you browse the shelves and then find something interesting that you hadn’t even considered. I’ve had this experience there repeatedly, and hope to do so for years to come. It’s also fun to mingle with one’s fellow earthlings and browse in a shop, rather than the soul-​numbing exercise of wasting one’s hours browsing on-​line with Netflix, etc. The fact that Video Wave has survived in an era where the video rental store is an endangered species tells you something about the quality of the experience they provide.

Let’s be honest, renting videos is mostly unnecessary nowadays.
Across the street from Video Wave is the library, where I’ve been able to bring home a dozen films FOR FREE, and for 3 weeks no less.
But lets get to the review:
I’ve rented from them three times — because I was going to a friend’s house and it was easy to go and pick up.
Always found their prices to be a bit steep — and their return policy meant I preferred to return the movies early the next day so I wouldnt have to deal with any late charges.
Speaking of which — upon my 3^rd visit, the woman at the counter (owner’s wife?) informed me that I owed the shop $ 2 for returning a video late. I replied that i had in fact returned both videos the very next day. She then suggested that I may have returned the videos when they were closed. I clearly remembered that it was early when I returned them, placing them on the counter in front of the owner. She disagreed, but wisely chose to remove the $ 2 charge.
Weeks later I received a card in the mail. I assume it was from her, as the owner himself seems surly and disinterested in most things, let alone writing a card to a customer. In it, she apologized for the disagreement (that I had completely forgotten about), over the $ 2 charge. She also included a copy of my rental record from their database saying it explained things — it didn’t, as it was simply a list that did not state anything but the charges I paid upon renting, and the sole charge of $ 2 with no explanation. She ended the note inviting me to come by and discuss it further, saying she had no time to rip customer’s off.
Here’s what — I don’t have the time to deal with passive aggressive pseudo hippies who obviously –contrary to what they wrote– have too much time on their hands, thereby leading them to write a note inviting a discussion over $ 2.
The card went right back to the source in the form of a throw and an order to delete my account. Listen, they wont be around long, and this kind of nonsense is partly the reason.
My advice: go to the library. Free movies, new and old. A lot of gems, and ZERO nonsense.

Been going here a year, and still loving it. They somehow pack most every movie you’d ever want into a very small space; apparently, normal physical laws don’t apply here. We’ve gotten lots of recommendations from the staff and haven’t been steered wrong yet. Also, they have a program now (actually, they’ve had it for a while) that allows you to pay a lump sum in advance, thereby allowing you to grab your movie and go even more conveniently (and also save a little money, since you get some sweetener for paying early). Hope this place sticks around forever.

Kept me on hold for 8 minutes after I called requesting A Walk To Remember. Would not recommend if you like A Walk To Remember.

Video Wave is amazing. The staff is wonderful and so very knowledgeable. It becomes a little home away from home after a very short while. You get so you want to linger there. You can tell that the owners, Gwen & Colin, care very much about their customers and their business. I personally think that (in a world that is becoming so less personal) it is so important to support small business. Most SB owners invariably work hard and offer so much mroe than an online automatic service. Keep the small community business alive! Support this awesome little video store tucked away in Now Valley, but so easy to find. Just go and see for yourself! (free popcorn awaits you and, always a welcoming smile). :)
ps Plus, if they do not have your unusual choice– and they always seem to– they will often order it for you~

This is such a neighborhood gem! They serve popcorn while you browse and are always available for questions and suggestions. What a video store is meant to be.

Great neighborhood video store. Great Owners who are always willing to help out or make a suggestion. The other day i asked if they had an obscure chevy chase film, they did not but commented it looked interesting. Then next thing i knew they had ordered it (i didn’t even ask) and called and emailed to let me know it was in if i still was interested! Very nice people, great discount packages, and breaks on late fees, if you deserve it! ha ha. Rock on Video Wave!
jm

I loved this place so much, I’m about two seconds away from canceling my Netflix subscription.
Some background: I worked at an indie video store in high school and have a great respect for the neighborhood rental place. I’ve lived in Noe Valley for over two years and even though it took me way too long to go in, whenever I passed by, I was happy it was there. Now that I’ve actually gone in, I’m extra happy that it’s there.
The people working there were really friendly and the selection is great. They have a Directors section which to me is a sign of a great little video store. Also, they have those stupid Sunkist jelly candies at the front which I forgot I was completely addicted to until I saw them.
Plus: free popcorn!

One of the few remaining video stores! A dying breed because of Netflix, Hulu, movies on demand through xfinity, etc. It’s a tiny little space, but jammed with interesting movies. The owners have a great sense of what people can’t always get through their TV, and they always have great suggestions. Free popcorn, too! I tend to not know what I want until that very evening, so Netflix doesn’t really work for me. I’m very happy this store is still around in the neighborhood.

I’m getting rid of my Netflix subscription because of Video Wave. The staff is incredibly friendly and knowledgable; it’s fun to come in here completely uncertain about what you’d like to watch and to have them give you great suggestions and ideas on what to rent. In the very unlikely event that you want a movie that they don’t have, they’re always willing to look out for the DVD and buy it to add to their collection.
Also, there’s tasty free popcorn. Who could ask for anything more?

Your ideal neighborhood video store:
— friendly, knowledgeable staff (helped figure out the best Miyazaki choice for little kids)
— great selection
— good hours, and
— free popcorn.
What more could you ask for? No, seriously … what more?

I don’t understand how this tiny store fits in every movie you will want to see, but somehow they do. The staff is always knowledgeable, friendly, and non-​judgmental about your pickins; chances are they’ve seen that crappy movie and you can all laugh about it together.
It was this fine store that ensured I received the proper zombie B-​movie education I needed. This fact alone earns them a gold star.
They have everything from popular H-​wood chart toppers to indie films, as well as foreign and off beat stuff. There are always staff picks on display for some inspiration too.
It’s the perfect neighborhood video store!