Poor service from HMV.CO.UK

Idiophreak

Hi all,
I'm new here, so go easy on me

I'm not a naturally whiny person, but some people wind me up.

Anyways, my experiences:

1) My sister ordered me a DVD several weeks ago.
When it arrived we found that rather than sending what we'd ordered (Cannonball Run...well, I like it ), they'd in fact sent the well loved family title "10 hardcore !!!!!! films". We returned this more than two weeks ago and have yet to hear anything out of them wrt this.

2) I got an email through from them promoting pre-order games. If you pre-ordered a game in October, you got £3 of e-vouchers for use in November. Also, as there was a sale going on, if you spent over X amount (£20 maybe? I can't recall with certainty) you got an extra £5.

So, given that it was £2 cheaper on hmv than the other main online retailers, and I would get £8 in e-vouchers, I thought that I'd pre-order Bully (or Canis Canem Edit to the pc among us).

First off, let me say, the e-vouchers all came through fine. No problem there.
(although they only kick in when you spend £30 I think, but that's fine for me)

Anyway, they took payment on the Tuesday before it was released (the 24th October). On the following tuesday I became a little concerned (the game having been out for several days) and wrote to them - to be told that I would have to wait until 14 days had passed since it was sent.

So this I duly did and wrote to them again. They said that they had it in stock and would get it sent out right away. They said they'd refunded my money and that they'd take it again shortly once the game was shipped. Also, it was added that I couldn't track this new order on their website.
That was last tuesday (7th Novemeber).

At this point, I was reasonably sympathetic toward them still - I realise they have to wait 14 days before they can have a go at Royal Mail about it, so wasn't really a problem. A little disappointed, sure, was looking forward to getting the game (hence pre-ordering it). Was a little frustrated at having to wait two weeks, but still, I was sympathetic.

On Friday (10th November), it was 3 days since it had been sent out again, still nothing had arrived and no money had been taken. I wrote to them again.

Today (Monday 13th November) they wrote to me and informed me that the item was out of stock and they couldn't give a date as to when it comes back in, but that I'll be given priority when it does.

I've now written to them asking why they lied about it being in stock before, and telling them to cancel my order (have ordered it from someone else).

In summary then, it's been several weeks, a total of 5 emails and we've only ever gotten a hardcore !!!!!! dvd for our trouble. There's been no mention of any sort of good will gesture. (despite some hints here and there).

I'm just shocked at the diabolical level of "service" these jokers are offering. I used to work for HMV on the high street and as such am well versed in the company's mission to provide excellent customer service etc. To have their reputation ruined by the web business is actually quite tragic.

Anyway, needless to say that I won't be shopping with HMV Group again and will be voicing my complaints in letters to both the internet and retail customer service departments.

(end rant)

Anyway, I was just wondering: am I alone here? or has anyone else had problems with them?

jimmymac87

that is very poor service - especially the lies about it in stock :mad:


I can't fault HMV (a fav shop of mine ) but I don't use their site anymore after a few minor problems (all adds up though!). For example; the took my student discount off as 'expired' even though it hadn't. my most recent order cost £6.49 (crash on DVD) and it came delivered with a hmv sticker saying 'SALE ONLY £5.99!!@

Although only 50p difference, it made me quite annoyed at the principal that they'd literally took it frop their shop's stock, and charged me more

PeteMc

Unfortunately when it goes wrong it all seems to go wrong with webtailers. I've had no issues whatsoever with HMV on the web but I'm quite aware that I may have in the future, so not counting my chickens etc. It's interesting to see how all major online stores feature on this board though. Nobody is immune Play, CD WOW, Amazon etc. have all cocked up with numerous people and for some, they never managed to get any redress.


As for the !!!!!!, I've had a look at this and the description isn't accurate to the contents (is it ever?). It's 18 rated and in the UK the generic term 'hardcore' is applied to R18 material which HMV don't sell. Nonetheless, it isn't the Cannonball Run!

I don't blame you taking your business elsewhere. I've done that with numerous retailers and there's always another you can use.

Idiophreak

Got another email through from them today, saying that they've cancelled my order.

They chose, however, not to answer my question about why they'd lied about it being in stock when it wasn't. It's not the first time they've chosen to ignore questions I've asked them, either.

It's a worrying trend I'm starting to see when writing to people - I wonder if they have set templates they send out, so if you ask more than one question, they just send a template out which matches the first one and ignore the rest?

Turning_into_scrooge

I'm sorry i had to laugh, i would of kept the !!!!!! film lol I do hope you get this sorted.

C_Ronaldo

its interesting how they wont answer all the questions you asked them

also how could they pick an adult film instead of cannonball run, they're not even close to each other in the warehouse i bet

Idiophreak

I'd have hoped not - think of the children!!

The other thing is that I have a sticker which shows the womans name and location that ordered the !!!!!! - fairly sure this could be harmful in small communities