HMV shady returns service

R0xie

I placed my order via hmv.com and the incorrect order arrived.. I searched their site for a returns address and returned via next day special delivery.
2 weeks later they claim they never recieved it when royal mail have confirm it was delivered the very next day.
They told my over the phone they would get back to me but ive not heard from them now for just over a week... where do i stand?

4743hudsonj

If you have proof it arrived there (and i mean at that address) then there's not a lot they can do. Write to them stating your proof (with a photocopy or the receipt and tracking number), asking to refund the full amount plus the return postage within X time (x time= 30 days - days passed since you ordered the return.

State that if they do not do this you will seek to reclaim your money through small claims court.

If you want to speed things up, its worth seeing if you bank support a visa/mastercard charge back system (obviously only relevant if you paid with one of those cards.).

R0xie

Been onto the phone to hmv CS and was told that it has not arrived at the warehouse and they will not refund and i need to take the matter up with the courier.
The tracking number clearly shows it has arrived but they wont budge...i dont know what to do next, I had to end the call by asking for the complaints departments.
Royal Mail are also sending me the signature.
I was also told by HMV that its impossible to send via special next day delivery to a freepost address which i argued is not true.
I have contacted my bank regarding this and was told that because the transaction is not fraudulent and because i paid via debit card then i cannot make a chargeback.
The order cost more than £100.00 so as you can see im a little worried.

Please anyone with any help or advice would be greatly appreciated.

blue_monkey_2

It's time to stop phoning CS.

Get a copy of the signature.

Send this to HMV by recorded delivery. Tell them it has been signed for and that you require a refund within 14 days of the date of the letter.

Failure to do the refund will result in you taking legal action.

Then take them to small claims court here: https://www.moneyclaim.gov.uk/web/mcol/welcome it will cost you £30, which you will get back from HMV if the judge finds in your favour.

You'll be surprised how quick companies pay up once the form from the court plops through the letterbox. So if they owe you £110 you'll get £140.

LillythePink

Where did you send it to? (address wise)

R0xie

Just waiting now for the RM to send me a copy of the signature and address which it was sent to, Should arrive around 3 to 5 working days then i will be sending it off to the complaints department for further investigation.
And to answer LillyThePink i returned it to their Returns address they have on their website...Guernsey warehouse.