Trying to get HMV to cancel order

nellytheelephant

I'm having really difficulties with getting HMV to cancel an order I made on 30th November. I have told them three times I wish to cancel the order as the items haven't been received (I believe this is my right under Consumer Contracts Regulation?)... They keep insisting I fill in a 'lost in post' form - I've looked at the T&C from when I order and I can't seem any mention of this. Is there anything I can do?

I've purchased the items from elsewhere now and, as I'm sure you can appreciate, money is tight this close to Christmas!

Poppie68

Blimey you haven't given them a chance, you ordered Monday, order would of been sent out maybe Tuesday, they say 2-5 working days so the order will most probably turn up tomorrow, they also say "please allow up to 14 days".
If the parcel has gone missing they need you to fill a form in to help them make a claim from the courier/ Royal Mail......can you not help them?

nellytheelephant

Oops 23rd November. Definitely two weeks ago.

nellytheelephant

I can and will help but expect a refund on cancellation not when they fancy.

wealdroam

nellytheelephant wrote: »

I can and will help but expect a refund on cancellation not when they fancy.

Have you sent them a cancellation notice in writing - an email will do?

By law they have up to 14 days to refund from the date of receiving that written cancellation notice if the goods haven't been despatched, or 14 days after receiving the goods back.

Have you read their T&Cs?
Here is a short extract:

ORDER CANCELLATION

You may cancel your order at any time before it is processed by emailing website.service@hmv.co.uk. If the goods have not been dispatched and we have sufficient time to prevent dispatch, we will not process payment or dispatch the goods. In the event that you cancel your order too late for us to prevent dispatch, or after the goods have already been dispatched, you can refuse to take delivery so that the ordered goods are returned to us and, provided that you have not opened or damaged the ordered goods, we will refund the price paid to the original method of payment.

agrinnall

nellytheelephant wrote: »

I can and will help but expect a refund on cancellation not when they fancy.

You can expect whatever you like but all they have to do is comply with the law.