HMV refuse cash refunds

HelpfulConsumer

I purchased a set of headphones from HMV for a friends birthday. They weren't the right model so I took them back, still in the bag, boxed, sealed and receipt in hand.
I fully expected my money back as I had not even taken the box out of the bag for more than a minute.
I was asked by the guy at the till what was wrong with them, so being honest I replied, nothing I just bought the wrong ones. He then pointed to the back of the receipt and pointed out the returns policy, then said I can exchange them or have a credit voucher, but not my money back - why not as they were untouched and I had the receipt?!?

tanto

hi
by law they do not have to issue a refund as there is no fault with the item they do not even have to exchange or give credit note.

they only need to do the above if the item is faulty or not fit for its purpose


tanto

bottomsup

It is because they only do exchanges not refunds. They are not under any legal obligation to refund if it was just the wrong item purchased and there is noting wrong with it.

The back of the receipt says

"Returns Information

We will exchange items purchased in error or unwanted gifts provided they are returned within 21 days in perfect condition accompanied by a receipt.

All goods must include original packaging. We are unable to accept items that have been previously exchanged or multiple returns."

This has been the case with HMV for a long time.

Hope that helps.

ThinkingOfLinking

Precisely, for at least 5 years it has been HMV policy not to refund on goods unless faulty, although actually when I worked there, my manager was very lenient and often DID allow refunds. But in any case, it is the customer's responsibility to check the returns policy before making a purchase.

prowla

The moral of the story is buy things from a place that has a refund policy...

shandypants5

Or take them away again, open the box then take them back in and SAY they are faulty..

jayok

prowla wrote: »

The moral of the story is buy things from a place that has a refund policy...

I would say the moral is only buy things that you are sure you need to buy/want

Edit: Why can't the OP give the credit note as the birthday present and let the person buy what they want?

ThinkingOfLinking

shandypants5 wrote: »

Or take them away again, open the box then take them back in and SAY they are faulty..

Thereby committing fraud and losing the store money as they cannot resell the item, instead they must label it as faulty and have it sent off to their returns department? Nice.:rolleyes:

I've always checked returns policy before buying things I was not sure of....if you are too lazy or stupid to do that, it is your own fault.

shandypants5

Flickering_Ember wrote: »

Thereby committing fraud and losing the store money as they cannot resell the item, instead they must label it as faulty and have it sent off to their returns department? Nice.:rolleyes:

I've always checked returns policy before buying things I was not sure of....if you are too lazy or stupid to do that, it is your own fault.

Thanks for that personal attack, nice:rolleyes:

I am neither lazy OR stupid, but if a store cannot see that this method is exactly what most reasonable minded consumers are going to resort to, then they cant complain when it happens.

The OP tried to return the item unopened and in resaleable condition, if the store HAD refunded him then everyone would be happy, and the item could be resold.

Because of HMV,s debatable no refunds policy people are forced into bending the rules.

All stores should have a cash refund policy as long as the item is unopened or tampered with.
Anything less is poor customer service in my mind.

fattyrae1

Flickering_Ember wrote: »

I've always checked returns policy before buying things I was not sure of....if you are too lazy or stupid to do that, it is your own fault.

Wow! Did someone get out of the wrong side of bed this morning?:rotfl:

Constantine

shandypants5 wrote: »

Because of HMV,s debatable no refunds policy people are forced into bending the rules.

All stores should have a cash refund policy as long as the item is unopened or tampered with.
Anything less is poor customer service in my mind.

There is no debate - that is their perfectly legal and reasonable policy.