Problems with an HMV.com refund

parahandy

I had some problems after ordering The Ultimate Matrix DVD set from HMV.com (which was on special offer at £12.99).

I have now had an email from them with duff info, and I would like your opinion...

Firstly, it took two emails and a 20 minute phone call to get an answer originally - on that occasion, they agreed to send another DVD at the same price.

When this, too, failed to appear, I sent another email through their site. I believed that although I had entered my company name on the Alternate Delivery address, this had not transferred to their system, and therefore any one of ten companies on the same road could have ended up with my item.

Their reply today (which helpfully ended up in my Spam folder) reads:

Thank you for your email.

I regret that the shipping address that you specified when placing the order was as follows:

(street name)
(area)
(town)

MLx xxx

Your account is security protected and it is not possible for us to send an order to an address, other than that submitted at the time your order was placed. All details are input directly by the customer.

We regret that we will be unable to replace your missing order, as we are not liable for the shipping address being incorrect. Let me assure you that we will contact you without delay should the item be returned to us.

My reply to them is as follows:

I'm afraid I have to disagree.

I have attempted to place an order to check with your explanation. If I key a "Building Number or Name", then key a postcode, I am told the postcode is incorrect, therefore I manually key the Building Number or Name followed by the address. When I click on "Pay and Submit", the new address shows but without the "Building Number or Name".

The actual postcode is MLx xxx - which is not recognised. An alternative postcode for another building within the estate owned by my company is MLx xxx - this brings up a check list with DGx xxx which is clearly incorrect. Therefore I have no option but to key the address manually.

I am happy to provide screenshots, but I suspect your mail server will not accept images in emails.

Rest assured if I believed I had miskeyed something here, I would accept my mistake, but there is obviously an error somewhere with your address recognition system.

Therefore, I still stand by my original email and wish for a refund of £12.99.

Regards

I don't see why I should lose out on 13 quid if they're systems are wrong!

zorber

if you used a credit card then do a chargeback for non delivery. They are responsible until the item is delivered if it goes missing they have a claim with the courier not you.