HMV Refund Policy?

t-1000

Hi

Went shopping last week and brought the Shameless DVD set for £35 in the sale as a present for xmas. Anyway my girlfriend had brought the exact same disc set so I went to HMV at the fort to return it. The staff were extreamly rude when they pointed out they do not refund on unwanted items only and offered me the refund on a gift card. The dvd was totally unopended still sealed and I had my reciept. I cant believe that a large store like this can treat customers so badly, I took back a shirt to Burtons which was open and tried on but they refunded me with no problems. Thing is I dont wanna spend £35 in hmv but now Ive got to.

Brooker_Dave

t-1000 wrote: »

Went shopping last week and brought the Shameless DVD set for £35 in the sale as a present for xmas. Anyway my girlfriend had brought the exact same disc set so I went to HMV at the fort to return it. The staff were extreamly rude when they pointed out they do not refund on unwanted items only and offered me the refund on a gift card. The dvd was totally unopended still sealed and I had my reciept. I cant believe that a large store like this can treat customers so badly, I took back a shirt to Burtons which was open and tried on but they refunded me with no problems. Thing is I dont wanna spend £35 in hmv but now Ive got to.

You were lucky to get the giftcard, there's no law to make them refund just because you changed your mind.

stingey

Is there anything about their returns policy on the back of the receipt? Putting the refund amount back onto a gift card is like giving you a Credit Voucher. If you buy on-line from HMV you can get a full refund. I would look into this a bit more.

PopeSock

stingey wrote: »

Is there anything about their returns policy on the back of the receipt? Putting the refund amount back onto a gift card is like giving you a Credit Voucher. If you buy on-line from HMV you can get a full refund. I would look into this a bit more.

That's only because under the Distance Selling Regulations, HMV legally have to give you a refund if you return the merchandise unopened within 7 days. In-store, they have no such obligation.

Ruth_honey

I know it's annoying, but you have 2 years to use the voucher up. There will be loads of sales in the next 2 years. And you don't need to spend it all in one go.

~Beanie~

It must vary from store to store. I bought a CD a few months back and then discovered that my mate had bought the same one, didn't want it and would let me have hers for a fiver.

I took mine back to HMV and said someone else had already bought it and they refunded me, no questions asked!

RobertoMoir

They're under no obligation to refund in these circumstances, just as you're under no obligation to shop there again if you're unhappy with their customer service.

Bamber19

Brooker_Dave wrote: »

You were lucky to get the giftcard, there's no law to make them refund just because you changed your mind.

He wasn't lucky at all, he got exactly what he was entitled to. Whilst there is no automatic right for a refund or gift card in law, where there are signs up or a leaflet of terms and conditions available (as in all HMV stores) these terms make up a part of your contract. As soon as he had bought it he was entitled to return it within 28 days for a the value in gift vouchers/gift card credit. Simply because a right doesn't exist in statute doesn't mean you don't have these rights when they are a part of your contract with the store, and in my experience most stores have this policy as a minimum with many offering cash refunds. Absolutely nothing to do with luck.

sweetnskint

this just doesnt seem right surely!i would not shop there again if you cant get cash refund,thats terrible of them.i can totally see why you are not happy.

RobertoMoir

sweetnskint wrote: »

this just doesnt seem right surely!i would not shop there again if you cant get cash refund,thats terrible of them.i can totally see why you are not happy.

Why is it "terrible" of them? I can see why the OP is upset, because it isn't great customer service, but they're not denying the OP something they have a right to. It's important to differentiate between what we're entitled to and what we get as a gesture of good will and good service.

All I can suggest is trying to see if a more sympathetic assistant will give a refund, or if not, using the vouchers then never setting foot in there again if they won't budge.

t-1000

d.edna wrote: »

They do it because people copy the media and return it for a cash refund I agree with them.

The item was still sealed and not copied.
Im not upset that they wouldnt give me a refund it was only £35 I was mainly upset about there total lack of customer care with the rude and arrogant staff. Thing is my girlfirend brought the same cd off the net so I could have returned that one online we didnt because the staff told us that they would only issue a credit note/gift card too. Anyway as soon as the £35 is spent I will not be shopping there again.