anyone having problems contacting HMV?

jackieb

I'm not sure if this is the right place to put this, so please move it if it's not. Thanks.

I placed an order online with HMV on the 30th of November. Today, I got an e-mail saying that there had been a problem with them authorising a payment with the details i'd given them. They said it could be a typo. In the e-mail it says not to reply to the e-mail as that address doesn't accept e-mails. It gave a phone number and said to ring them because of security reasons - so I did. I had to press option 1, 2 or 3, but I get a message saying this option is not available (i've tried all options!) and to hang up and press option 1. I'm going round in circles. I can't e-mail, and I can't get through on the phone.

Has anyone managed to contact them lately?

Insatiablestell

I contacted them about a month ago via their customer services without any problems! Don't know if this is the number you've tried....

Customer Services Helpline 0845 603 8576

Monday to Friday 8am-8pm

Saturday & Sunday 9am - 5pm

They should be able to help point you in the right direction!

jackieb

That's the number I tried several times. Whatever option I chose it said it was no longer avalable, and to hang up and press option 1 instead. I've managed to find an e-mail address for them though. I've got an automated response, and it says they'll try to answer personally within 48 hours.

Thanks.

adecor

I wouldn't be surprised if they're not getting innundated with calls. They have a really bad policy (I found this out in time fortunately) of saying things are in stock when they aren't. I suggest you go into My Account (small at very top of screen) click on order status & cancel anything they haven't said is despatched. If they haven't despatched in a day or two it means that it is NOT in stock.

I'm disgusted with this Company for doing this & will not be using them again. If they don't have stock they should update their website to reflect this. I think there are going to be some very messed up Xmas pressies this year.

Oh, and another thing, the packaging of the dvd's I did receive had come undone. It was only the fact that the Posties red elastic band was there that I didn't end up with an empty box!!

My fingers are crossed really tightly now as I am still waiting for one 'SENT' item to be delivered.

jackieb

I've had 3 identical e-mails saying they've had problems getting my payment authorised. The second one was sent after I got another e-mail saying it had all been sorted, the phone lines had been down and they'd send the items in once they came in (they were imports, so I knew when I ordered them that they weren't in stock).

I phoned after the 2nd e-mail, and they said that my order had went to the next person who'd ordered it! Even though it said on the e-mail to phone them to sort it out so they could get the items sent to me! So, I asked them if i'd lost my order and she said yes, I had. I didn't even get the chance to sort out whatever the problem was. I've been using my card almost every day recently with no problems, and I definitely have money in my account.

So, after I got the 3rd e-mail saying they were having trouble authorising my payment (this was AFTER i'd phoned and they'd told me my order had gone onto the next person!) I wrote an e-mail to complain. I got a reply saying that my e-mail had been blank (!!no idea what happened there) and would I re-send it so they could sort out my problem. I did and I got an automated response saying that someone would reply within 48 hours. That was last week and i've heard nothing. It's put me right off ordering from the again.