HMV refuse cash refunds

Constantine

natmour wrote: »

If you purchase stuff from HMV.COM their online store then you can get a full refund. Only thing is you have to pay for postage to send it back!

Same applies to any online store - Distant Selling Regulations do not apply on the high street.

Swattie

I've recently had a similar experience - and I will NEVER shop at HMV again and neither will any of my family!

We took something back my 12 year old daughter paid cash for and they refused to refund her despite her having a receipt (it was a duplicate).
The assistant kept on about their policy being on the back of the receipt (like a parrot) and when I pointed out that a receipt was only given when the transaction had been completed so she couldn't possibel have read it before she bought the item - he just shrugged and started serving someone behind us - leaving a very upset child.

Plushchris

Constantine wrote: »

Same applies to any online store - Distant Selling Regulations do not apply on the high street.

Which is why I do most of my shopping online, with silly regulations like that its no wonder the high streets are full of pound shops, charity shops and empty shops.

Gueld

Swattie wrote: »

I've recently had a similar experience - and I will NEVER shop at HMV again and neither will any of my family!

We took something back my 12 year old daughter paid cash for and they refused to refund her despite her having a receipt (it was a duplicate).
The assistant kept on about their policy being on the back of the receipt (like a parrot) and when I pointed out that a receipt was only given when the transaction had been completed so she couldn't possibel have read it before she bought the item - he just shrugged and started serving someone behind us - leaving a very upset child.

The returns policy is also on the wall behind the tills under the heading 'exchanges and returns' for all to see before buying. Alterntively, always remember to ask the assistant before purchasing, that's what I generally do.

Gueld

shandypants5 wrote: »

good point.
but with a reciept?

In my first year at uni there was a guy in my hall who would get reciepts off his mates then go steal an item and return it with the reciept for the cash. It happens.

tbw

Flickering_Ember wrote: »

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.

I'm a bit surprised at this ! Up until about a year ago I sometimes Mystery Shopped HMV - and one of the things we had to check was the Returns System. I had to buy a DVD and then return it saying it was unsuitable/changed my mind etc - 'faulty' didn't come into it. The MS company warned that there MIGHT be initial resistance but that refunds would always be made if the customer pressed them for one. I always got one - usually without any fuss and only once did I have to nag a bit.

wriggy

I think the issue is that normally the procedures for returns are printed on the back of the receipts i.e. after the sale of the item. So the customer only becomes aware of the fact that they cannot be offered a refund for a non-faulty item after they have bought it. I understand it is not a legal requirement to offer refunds, but I still think it is bad customer service. Even when I asked if I could return an item just before I bought it, there was no mention of not getting a full refund. I think HMV should make this policy a lot clearer to customers before they buy!

Enterprise_1701C

I had a situation like this where I used to work. A customer had bought some envelopes, came back the next day and asked for a refund saying they had bought the wrong size. Our policy was to refuse this sort of refund. She got quite cross, saying that we had to give her a refund, it was the law. I sweetly asked her to tell me what part of the law said we had to give her a refund just because she had bought the wrong thing, she went almost apopleptic shouting that she did not have to prove she was right and she wanted her refund NOW!! I informed her that the law only required us to give refunds if an item was faulty, and the envelopes clearly were not faulty, she informed me (very loudly) that she was going to go and print the law from the internet and would bring it in with the envelopes within the hour. Needless to say she was not seen again in that shop for a little while!!

sweetcheeks33

Constantine wrote: »

If every shoplifter knew they would get straight cash back on anything they could steal, no questions asked, there would be many more companies out of business very quickly.

Very true however you seem to miss the point the person who took the item back had a reciept a shoplifter on the other hand would not..... therefore a ridiculous arguement!!

rockin_plumber

.... Ok lets look at this way

to me it looks like....

wriggy had had a problem with HMV getting a refund...
and joined up to the friendly website we all know and love...

So entered HMV REFUND in the forum search and looked at the results (not wanting to upset the self appointed forum police)

The topic titled HMV refuse cash refunds caught wriggy's eye and decided to post there.

Is it really that wrong :think:

Or would you rather have 20 threads about HMV refusing cash refunds :undecided