MSE News: HMV administration Q&A: gift card, refund and job rights

Gueld

It has been confirmed that warranties are still valid but customers claim via Allianz.

archjsmith

I read this and the article on charge-back with interest.

I purchased an item from HMV in December but upon returning it (I purchased it as a gift and then discovered the recipient already had that item) I was advised they only offer exchanges or a refund onto a gift card. I wasn't very happy about that, but having already queued for 30mins I didn't want to have to go back onto the busy shop floor, search for something of that value to purchase just for the sake of it and then re-queue. Therefore I accepted the refund onto a gift card.

Does anyone have any idea if this situation will effect my chances of getting the money back?

I am still going to try to claim charge-back, I guess I have nothing to lose. I've adapted the template accordingly to allow for me to explain the refund situation.

Luckily still have the original purchase receipt and the refund/giftcard receipt so hopefully this will help!

Fingers crossed

pteron

If you bought your vouchers in the last 7 days from an online source you can reject them under the DSL and get your money back - provided of course you didn't buy them direct.

Another wrinkle - most online voucher suppliers do not realise that they are obliged under the DSL to make you aware of your rights given by it - if they haven't made you aware, you have until 7 days after they do make you aware to reject the goods.

See here: I'd post the link but MSE thinks I'm going to spam you! Google Distance Selling Regulations Vouchers - the link to the OFT site should appear in the results.

For over £100 you probably should start with your credit card company.

Hollie84

Any idea on pre orders? should I cancel future pre orders

Claire_DC

How about money paid as a pre-order deposit on a debit card? A friend of a friend is currently in this situation as his gf paid £30 to pre-order GTA in store. Would this come under the debit card chargeback as that's what I initially suggested.

MrsBartolozzi

archjsmith wrote: »

I read this and the article on charge-back with interest.

I purchased an item from HMV in December but upon returning it (I purchased it as a gift and then discovered the recipient already had that item) I was advised they only offer exchanges or a refund onto a gift card. I wasn't very happy about that, but having already queued for 30mins I didn't want to have to go back onto the busy shop floor, search for something of that value to purchase just for the sake of it and then re-queue. Therefore I accepted the refund onto a gift card.

Does anyone have any idea if this situation will effect my chances of getting the money back?

I am still going to try to claim charge-back, I guess I have nothing to lose. I've adapted the template accordingly to allow for me to explain the refund situation.

Luckily still have the original purchase receipt and the refund/giftcard receipt so hopefully this will help!

Fingers crossed

HMV have not offered refunds on non-faulty goods for many years. They have/had a poster at the tills telling you this and it's on your receipt. This is entirely legal as no retailer has to offer you a refund if you just change your mind.
With this in mind you were offered an exchange as is legal. You accepted store credit.

The fact that your gift card was given in exchange for an unwanted gift is neither here nor there. Your rights are just the same as anyone else who holds a HMV gift card - atm HMV is not trading therefore your gift card is worthless.

andrew1211

This is a genuine query. According to the BBC news at 6pm the administrators were appointed to quote 'just before we went on air'. So it seems prior to that point the company was NOT in administration, how could it have been if no administrators were in place? So how can the company legally refuse to allow gift cards to be redeemed all day today? The terms and conditions on its website say "HMV reserves the right to add to or waive these terms and conditions on reasonable notice for legal, security or regulatory reasons or to discontinue the gift card scheme at any time in the event of circumstances beyond its reasonable control. Customers will be notified in advance via in-store displays and the HMV website in the event of any such change." Does this clause really absolve it and allow refusal of gift card use prior to administrators being appointed? I doubt any such notice was given or proper displays made at the start of trading today?! Can anyone help with a genuine answer?

Helix

oompahloompah wrote: »

I was in my local Boots this morning collecting a prescription, they still had HMV vouchers for sale. I mentioned to the assistant these were no longer being accepted, she replied "yes, we were told yesterday to remove them from the display, we've just not gotten round to it yet". Hopefully no unsuspecting customer has bought any since the assistant is clearly too busy to do what she is asked by Head Office (btw I was the only customer in the shop, there were at least 6 staff members, surely one could have lifted a dozen cards and put them behind the counter??!)

If their till system is any good then head office will have put a block on selling them, so if they try to process one it won't work.

Caddyman

I sincerely hope that this is another nail in the coffin for gift voucher sales.
First thoughts clearly go to the staff of HMV at this uncertain time. Hopefully the Administrators will find a buyer, but with more and more music sales being conducted online, it is going to be a difficult sell for the Adminstrators.

One would clearly hope that the public at large will have learned from this latest loss to the High Steet when it comes to the purchase of vouchers. Wouldn't it be nice if a major High Street chain led the way and 'responsibly' discontinued the sale of this largely unprotected form of purchase. But like that is going to happen! The public should vote with its feet and just stop buying them, I know I'll never buy them again.

humfer

Hollie84 wrote: »

Any idea on pre orders? should I cancel future pre orders

I'd like to know this as well. Not too worried about the money as dont believe they take payment until despatch but 2 CDs released on Monday so just want to know whether I should buy elsewhere. Problem is website is now down so not sure how you can cancel anyway