A few months ago, I visited your Manchester store because I pair of headphones I purchased from the Wigan store had stopped working, and I had a warranty for them. The staff members that served me were absolutely no help, they either didn't know or didn't care, and I was told that since HMV had gone into administration they could no longer honour the warranty (that I had paid for) and was given a number to phone. The man that gave me the number looked like he'd rather be anywhere else than dealing with me. Upon phoning the number, the person I spoke to told me the issues regarding the warranties had been resolved and the store should be able to provide me with the service I paid for. So I returned to store, explained what the Lady over the phone told and the staff members exact response was -
"No. You're wrong. We can't do it" I then had to tediously over the space of about 10 minutes convince him to phone the number himself to find out. After waiting for around 20 minutes, he still insisted they couldn't do anything and instead gave me another phone number which this time sent me to the Marley Customer services, a which by the expression on his face he did because he couldn't be bothered to carry on speaking to me. I then spent 20 more minutes on the phone to Marley, who were a great deal more positive and a lot more help than anyone I spoke to at HMV that day. I had to pay £9 postage and package to send my old headphones to Marley, in order to receive my new ones. And I didn't get an opportunity to get another warranty (which I would've gladly paid for again).
Even if the store really couldn't do anything, the situation could've been handled a lot better in the customer service department, as the man that served me looked and sounded miserable and did not want to deal with me. I would have been considerably less annoyed had he even smiled at me, listened to what I had to say instead of ignoring my concerns and just saying "No, you're wrong." Thanks to the way he handled my issues that day, HMV has lost themselves a customer, and I might add I've spent a considerable amount on money at your stores, on CD's, and video games, and I was going to buy the xbox one from HMV. I would however gladly pay a more expensive price than set foot in the Manchester store again, and if more of your staff members perform like that it's easy to see how you nearly went out of business in the first place. I never had and problems with the Wigan store, and it would seem you closed the wrong one.
I want to add to this, that I have sent several emails to their customer services (which was hard enough to find) and have yet to get a reply. I work as a sales assistant in a different store and it is incredibly annoying to see such disregard for customers. I also want to add that I have just been looking at the reviews for Go Outdoors, and they reply to pretty much every single negative one on the page! I wonder of HMV even care enough to do the same?
i brought my 2 nephews a £30 hmv gift card each for Christmas, to be find out that they cannot be used in the shops and that they are now worthless, they took my money in good faith and i believe they should compensate customers or honor the vouchers. It is theft and anyone else would be arrested for it, it sucks and its not fair when you trust these companies to give you value for money. They should be ashamed the fact that they are upsetting young kids who are excited to spend their vouchers, after Christmas, the company said that they were valid for 2 years, knowing they was in financial difficulty, they should not have been selling them and it is very unfair and is very disheartening.
I believe they should find a solution to be able to honor these vouchers, as its really not right and it makes me sooo angry that my hard earned money has just been thrown away and no one gives a damn, the company should apologize to loyal customers who trust them and use there services and they should rethink about peoples disappointment and either give refunds or honor vouchers to everyone affected.
I am absolutely appalled by the fact that one of the best online services shut down. The stores r never in stok, however, the website is never out of stock - I never seem to kno y! Now that the website has shut down, I can't go to the stores because it is too far!! The online service is brilliant, they send it quickly and they have never sent me a damaged product.
My son got a gift card for £20 from HMV for Christmas. He went on line to buy some headphones, but couldn't get it to work. I called them and was told it can only be used in store, not on-line. There aren't any stores near me and I can't be bothered to get in my car to drive 20 miles.
Sometimes I feel guilty for how much I use Amazon, particularly the tax issue, but with idiots like this, its really hard not to.
I was in HMV store a while ago buying a box set. I repeatedly said to the CSA that I had an HMV loyalty card, and he wouldn't listen. He put the sale through and I kept saying - do you not need to swipe my card so I get the points? I must have reminded him about 5 times, but his mind was elsewhere. There was absolutely no apology, and the arrogant CSA just said - 'Oh well, I've just put through the sale and now I can't do anything about it!'.
I decided to give them another go (to my regret). I ordered a DVD from their online store on Monday and I expected it to come by Friday (btw, ordered another DVD of Amazon on Wednesday and it came on Thursday!). The delivery didn't arrive as expected on time. I emailed customer services to query and no one replied. I then emailed them again asking them to cancel my order since the DVD didn't arrive on time. Still no reply!
I ultimately got the DVD today (after 10 days, 4 days later than expected) but customer services still haven't replied to either of my emails.
Really really disappointed. Such shoddy service with absolutely no respect for the customer!! I will never use them again. No wonder they are in trouble.
I ordered a CD on the 3rd December, 16 days on it still hasn't arrived. So I contact CS for a replacement as it is still in stock, however the price is now 5 times more expensive.
CS advisor tells me they can't replace as it's not in stock, even though it is showing in stock! Therefore they would have to refund and I'd have to re-order at the new price!
Won't use again, should have stuck to Amazon !
Never have I come across a worse online sales experience in my life!
Tried to purchase an Archos 70b eReader from HMV.co.uk ordered the item without any problems on the 27th Aug 12. (I should mention that this item was a birthday present for mother in law, so time was crucial.) The item was within the budget range we were looking to spend and the bonus was it was a brand name from a "reputable company".
The item showed in stock and the order accepted for processing, and there it stayed until I called them today to find out what the hell was going on. The man on the other end of the phone explained that there was a problem with the stock and that the order had been cancelled.
No email was ever received to explain the order had been cancelled or any info received either from the man at customer services or via email to explain the reasons why it was cancelled.
In my opinion HMV either got the pricing wrong on their website (£20 cheaper than anywhere else online) and were conveniently getting out of the contract of sale. OR they're just a bunch of cowboys who can't run an online website business at all. I will let you decide which for yourself should you ever have any dealings with this company even after reading this review.
In all this has left us in a bit of a pickle as we we're one Birthday present short and only 2 days to buy and receive a suitable replacement within our budget. Well done HMV!!
Tracey Green fandt anmeldelsen nyttig
I never managed to place 1 single order because they always cancel it without even bothering to provide a proper explanation after waiting for days. On top of this I will need to be concerned they will not take any money out. Total waste of time.
I never had the same problem with any other company.
Tracey Green fandt anmeldelsen nyttig
I ordered some Skullcandy headphones from HMV lately, and they came without 3 days, perfectly packaged and undamaged. Although the website can be a little confusing.
There stores are pretty good, there not always the cheapest, but there around average.
All the stores are generally entertaining and fun with a wide range of media and gadgets. The prices are very much average with little deals. What puts me off about HMV is the postage sucks always late! and the staff rarely help out. But over all not to bad.
Unfortunately a couple of DVDs were not subtitled as advertised. HMV were happy to refund me and we continue to shop there as we have done for the last 5 years. Excellent customer service and friendly staff always ready to help out.
Nicolas Steno fandt anmeldelsen nyttig
i ordered a sex and the city box set for my mother two weeks before christmas, i was guaranteed christmas delivery however this never happened. i rang up and complained in early january and was told an email should have been sent telling me the item was out of stock but this was never sent, then a few minutes after complaining an email is sent to me telling me the item is out of stock i mean what the f****. The shocking thing is that it turned up 27th february.
That is ridiculous no wonder theyre losing money with service like that. The worst i have ever used and i will never use them again awful !
In January I ordered the Oz Box Set at a sale price - about £38.00? Received an e-mail confirmation to say it would be sent in 3-5 working days. More than 5 weeks later ... still not sent.
Wrote to HMV CEO and still no reply, BUT STRANGELY, a few days ago, received a standard email to say the box set was out of stock?
Not believing this, I went to a compare price site and checked HMV. It said this item is available and in stock - but at a whopping increase ... and now priced at of over £94.00! ... about £40.00 more than many other comanies. No wonder HMV do not want me to have Oz Box Set at the sale price of around £38.00 at a lower, when they can try and rip me off for nearly £60.00 more!
I think I will have to refer HMV to the Financial Ombudsman and Office of Fair Trading to investigate and try to force HMV into selling me with the Oz box set at the agreed contract price. I may, depending on the outcome, have to refer HMV to the Small Claims Court, under the Sale of Goods & Services Act – as they appear to have contracted to sell me the box set at an agreed sale price, but now fraudulently claim it is out of stock when clearly it is NOT out of stock!
Certainly the last time I buy anything further from HMV. His Masters Voice … certainly they are not listening to the customers’ voice!
HMV … A WELL DESERVED NIL POINT FOR CUSTOMER SERVICE!
I wanted a refund for a PSP which i had purchased the day prior. When i got the PSP home and switched it on after plugging it in there was clearly a discoloration surrounding the outside of the screen, which appeared to be from water damage. I brought the PSP system back to the store in hopes of a refund, only to be offered a HMV gift card or an exchange, because none of the store staff could see this blatant problem. In the end i settled for the gift card and left the store dissatisfied.
A group of us were going to HMV Westfied Startford to buy a certain CD, would have resulted in 20 album sales at least, we called several days ahead to confirm they had enough stock and the store refused to stock it for us, ruining our planned day out and losing themselves a lot of album sales in the process...no wonder they are going out of buisness...
I ordered a boxed DVD set, after entering my details and buying the item i realised that it was out of stock, this was not a problem there was no hurry, problem was there was no communication from HMV the item was released on 9/1/12 by 18/1/12 they still had no stock, i did not receive any email indicating when it might be available i received nothing from them, i cancelled the order and purchased from Play.com it was a few quid more but at least i have an idea when it might arrive, if this is the way HMV operate i am not surprised they are struggling.
Terrible service, pre ordered an item recently and not only was i sent the wrong thing but it also arrived late. The item i ordered is now no longer available & the best they can offer is £3 compensation! Ridiculous.
Will not be using them again.
Have purchased many CDs and DVDs from HMV over the past few years and has always been happy with them apart from the cardboard packaging that they use.
October 2011 ordered a CD that was faulty, I returned it and this was confirmed by email from HMV. After a couple of phone calls and emails promised me a refund and still waiting after 3 weeks.
Will contact Simon Fox (Ceo) and shop elsewhere until this is sorted
ordered DS game they said was in stock...
3 weeks later still not arrived...rang customer services who said item was still in warehouse and would be additional 2 weeks!...she agreed to ring warehouse and try to hurry order through and call me back - of course she never did!
a further 2 weeks later still in same position, customer services still saying same thing
I would advise you to spend your money with another retailer to cares about its customers and service
Using the online pre-order for games really is an epic fail all you get for the release date of new games is a bunch of emails packed full of lies and told to wait upto 14 days for delivery.. I would never recommend using there pre-order system as it will leave you game less on release date. Amazon or play.com are a much better choice.
Tilmeld dig her for at svare som firma.