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My friend and I had gone to the Glasgow HMV tonight to meet Nina Nesbitt as she was doing an album signing. We had been queuing for a while when we realized everyone else had albums to be signed so I went downstairs (we were a few floors up) to buy one. The man who served me was really friendly and one of the only nice employees- no name but he was bald with a beard. I then went to go back upstairs to give my friend her album but one of the female staff members- I didn't get her name but she was heavy with mousy curly hair and glasses- told me they had closed the floor and that I couldn't get up. I tried to explain to her that my friend was already upstairs and I was just getting an album but she wouldn't listen to me and told me that if I wanted to meet Nina I had to go outside. Now I understand that hundreds of teenage girls must say the same thing to try and that it was after six and she must be wanting to get home but I felt that she was incredibly rude and unhelpful. I asked her if she expected me to go and stand outside by myself and she said yes she did. I am fifteen years old, I don't look very much older and I thought it quite unreasonable for her to ask me to stand outside myself at night in the middle of winter when there was no one else outside. I told her that it wasn't missing Nina I was worried about but that I just wanted to stand with my friend as she was also by herself but the employee just didn't care and told me I had to stand outside and wait. I understand her position but she didn't even try to check if I was telling the truth or not and was exceedingly ill-mannered. I then went downstairs to phone my friend and I bought a CD. I was walking about the shop for a while, talking to my friend on the phone to decide what to do when a male employee came up to me and told me I couldn't wander around the shop and that I had to leave. I wasn't creating a scene, all I was doing was walking about looking at DVD's and I had bought two CD's already so I really don't see what the problem was. Other people had been allowed to wait in the shop and they hadn't been asked to leave. The shop also didn't close until 8 and this was about half 6. I had to walk about Glasgow by myself for over an hour at night because I didn't want my friend to leave the queue. I thought it was extremely irresponsible for the staff member to tell me to go outside because, like I said, I am 15 years old and don't look any older and I was clearly upset about having to miss Nina yet he sent me outside anyway. Let me put that into picture for you- a fifteen year old girl, wandering Glasgow completely by herself on a Monday night with nowhere to go because most shops had shut. Not the safest thing in the world. I felt that the politest member was the security guard who, when I came back again to wait for my friend, allowed me to stand inside the door. I noticed that a woman had been allowed upstairs which angered greatly me as I had been so adamantly refused access. The staff's behaviour tonight was absolutely appalling, offensive, and utterly disrespectful. Their conduct reflects badly on HMV as a company and leaves little wonder as to why it is shutting down. It also essentially causes any artist who is related to it to look bad. If I was an artist I would be wary to promote my material with HMV. The customer service was thoroughly disgraceful and the worst I have ever experienced. I am tremendously unimpressed and I just can't express how disappointed I am with the treatment I received. This will be the last time I will ever shop with HMV unless they sort their act out and I will encourage my friends to boycott it as well. Not happy in the slightest.
Don't bother with the Pure HMV card - customer service is atrocious, I have waited for several weeks and in some cases months, literally, for them to respond and I have yet to get an actual result from them. Rubbish programme, utter waste of time and nerves.
I have just visited HMV Metro centre Newcastle. 2 of my daughters bought me the same cd for Christmas and asked if I could change one for something else. As I did not have the receipt being a present I was told I could not and it was suggested that I could have just walked in and picked it up off the shelf. It was in a HMV bag and the security tag was still in place, the cd had not been opened. I commented that no wonder the shops were closing and the company was failing with customer service and accusations like that. Another assistant which could have been the manager ranted at me that they were not failing and no other shop would change an item without a receipt and even if I had a receipt they would not change it as it would have been bought more than 21 days ago. I once again reiterated that this was poor customer service and a disgusting attitude to take with customers. The chap followed me to the door as if on a mission stating I was not a customer as I was not purchasing anything. Words fail me
Ordered a few things a while back. They got here eventually but with poor customer service and communication. Better off just going to their store if you want something they stock, rather than waiting around for it and not knowing what is going on....
I was so pleased with the staff in hmv Newcastle today! They had by far the best customer care I'd experienced all day. I have a 5 month old baby and it's a nightmare constantly walking to the back of the store to get lifts. I asked a member of staff where I could find a certain DVD, and he actually went upstairs for me and brought it down so I didn't have to! Then, when I went to the till, there was another member of staff telling people when tills were free. The lady who served me was so polite, and finally,when I had paid the man who showed me to the till helped me reverse the buggy out. I am extremely picky about customer care, and this was the best I've had in ages!
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!!
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.
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