[Niamh.]

Originally Posted by Jesus.H.Christ

Well they could argue that it was down to their shipment issues, which would negate the fact that they said they would be delivered on that specific date. Companies **** around with consumers constantly.

They will provide the service eventually, just not when you wanted it.

Even so, it's not good customer service and probably, like Daniel said a reason they're not doing as well as other companies like amazon and play.com.....I know I personally wouldn't deal with a company again if I had a bad customer service experience with them

Originally Posted by daniel-lewis-1985

And not what i paid for.

They cant argue shipping issues can they if they already confirmed there was nothing in stock to actually ship?

Not the Royal Mails problem if the company didnt send them the parcel.

Either way, you will get a refund if you send the goods back or if they cancel an order in process for you. It's really bad customer service though. Not false advertising though. I promise you.

Simple question - what would you like to happen from this point onwards? Be realistic.

Originally Posted by Niamh.

Even so, it's not good customer service and probably, like Daniel said a reason they're not doing as well as other companies like amazon and play.com.....I know I personally wouldn't deal with a company again if I had a bad customer service experience with them

HMV won't be doing as well as others because they have a **** load of megastores up and down the country, that mean an increase in price to the consumer.

I'm sure you give poor Gav, atrocious (ahem, ahem, cough, cough) customer service all the time. He still places orders though!!

HMV are ****, but that's it.

[Niamh.]

Originally Posted by Jesus.H.Christ

Either way, you will get a refund if you send the goods back or if they cancel an order in process for you. It's really bad customer service though. Not false advertising though. I promise you.

Simple question - what would you like to happen from this point onwards? Be realistic.



HMV won't be doing as well as others because they have a **** load of megastores up and down the country, that mean an increase in price to the consumer.

I'm sure you give poor Gav, atrocious (ahem, ahem, cough, cough) customer service all the time. He still places orders though!!

HMV are ****, but that's it.

I never give bad customer service, I'll have you know

[daniel-lewis-1985]

Originally Posted by Jesus.H.Christ

Either way, you will get a refund if you send the goods back or if they cancel an order in process for you. It's really bad customer service though. Not false advertising though. I promise you.

Simple question - what would you like to happen from this point onwards? Be realistic.



HMV won't be doing as well as others because they have a **** load of megastores up and down the country, that mean an increase in price to the consumer.

I'm sure you give poor Gav, atrocious (ahem, ahem, cough, cough) customer service all the time. He still places orders though!!

HMV are ****, but that's it.

All i want is a refund.

The goods havent been sent yet and im not waiting like month to recieve it then have to send it back and wait god knows how long to get a full refund.

I think it does class as false advertising though in regards to offering Saturday delivery when they clearly cant provide it. The product is still showing as "available" on the website to as is the shipping options.

Originally Posted by daniel-lewis-1985

All i want is as refund.

The goods havent been sent yet and im not waiting like month to recieve it then have to send it back and wait god knows how long to get a full refund.

Then phone them up and be nice. I know you probably don't feel like it, but that is your best bet. build rapport with the customer service person you speak to. Use phrases like "I'd really appreciate it if we could get this sorted", or "I need your help to iron out an issue with a product I've ordered".

Be over the top nice and they will help.

[daniel-lewis-1985]

Originally Posted by Jesus.H.Christ

Then phone them up and be nice. I know you probably don't feel like it, but that is your best bet. build rapport with the customer service person you speak to. Use phrases like "I'd really appreciate it if we could get this sorted", or "I need your help to iron out an issue with a product I've ordered".

Be over the top nice and they will help.

Being overly nice or angry wont wash with them they just follow their crappy robotic script.


I have called their premium number once im not doing it again.

Originally Posted by daniel-lewis-1985

Being overly nice or angry wont wash with them they just follow their crappy robotic script.


I have called their premium number once im not doing it again.

Wait for your delivery then.

[daniel-lewis-1985]

Originally Posted by Jesus.H.Christ

Wait for your delivery then.

Erm...ok.

[joeysteele]

Originally Posted by daniel-lewis-1985

Being overly nice or angry wont wash with them they just follow their crappy robotic script.


I have called their premium number once im not doing it again.

Can and have you emailed them Daniel,try that way and also insist they get a Manager to ring you as well.Also via e mail say you want to lodge a complaint as well.

Don't waste time and money on phone calls, insist they ring you.

I had a problem with a company,they sent me the wrong thing rather than not send it at all but I just kept on at them, got it sorted online eventually, my persistence paid off in the end though,I even got a 20% discount offer for my next purchase from them.

[daniel-lewis-1985]

Originally Posted by joeysteele

Can and have you emailed them Daniel,try that way and also insist they get a Manager to ring you as well.Also via e mail say you want to lodge a complaint as well.

Don't waste time and money on phone calls, insist they ring you.

I had a problem with a company,they sent me the wrong thing rather than not send it at all but I just kept on at them, got it sorted online eventually, my persistence paid off in the end though,I even got a 20% discount offer for my next purchase from them.

Yeah ive sent 6 emails and have called twice and been told i would get a call back from a "manager" still waiting lol.

[arista]

Originally Posted by daniel-lewis-1985

All i want is a refund.

The goods havent been sent yet and im not waiting like month to recieve it then have to send it back and wait god knows how long to get a full refund.

I think it does class as false advertising though in regards to offering Saturday delivery when they clearly cant provide it. The product is still showing as "available" on the website to as is the shipping options.

Have they taken your money
out of your account?

[daniel-lewis-1985]

Originally Posted by arista

Have they taken your money
out of your account?

Yup.

They took it out straight away.

[arista]

Originally Posted by daniel-lewis-1985

Yup.

They took it out straight away.

Martin Lewis
is the Man that can help you.

He deals in this Corruption.


http://www.moneysavingexpert.com/?gc...FYt-fAodn2Ojqg

[Pyramid*]

Is it shoddy practice? Of course it is.

However, in an effort to assist you: I've had a look on the HMV website: and here are a few interesting points:

http://hmv.com/hmvweb/navigate.do?ct...1&pPageID=3326

Availability

Each product page gives a 'usually ships' time which is an indicator (not a guarantee) on how long it will take us to ship your order.

If an item is out of stock with us at the time of your order, we will place an order from our suppliers. We keep in close contact with our suppliers and place orders with most of them on a daily basis.

If your order status is 'Special Order' then you can rest assured that the utmost is being done to acquire your item, though delays may occur if the item is out of stock with the suppliers.

PLEASE NOTE: We endeavour to bring our customers the best value we can by running special offers throughout hmv.com, but please remember stocks are limited and subject to availability. Certain items may also be restricted to one copy per customer, and this will be indicated on the web site. In these circumstances, we may amend your order prior to despatch. We update our web site as quickly as possible in order to minimise disappointment.

The price at which the goods are offered for sale are as displayed in your shopping basket. Rest assured your credit card will only be debited as your order or individual items from your order are dispatched.

Your payment card will not be charged until your order is shipped. We ship orders 5 days a week (Monday to Friday).

Shipping

Each item on your order will be charged and shipped out to you separately, as soon as it is available in our warehouse.

Please ensure that your shipping address details are correct, as they are used exactly as inputted by yourself when submitting your order. We are not responsible for orders with incorrect or missing information should they not reach you.

You have a choice of Shipping Methods, and the following delivery times can be used as a guideline and will depend on stock availability.

The following delivery times can be used as a guideline and will depend on stock availability:

UK Standard Delivery: This will be despatched with free delivery via Standard UK Mail. We would advise that packages usually sent by this method are received within 2-5 working days from dispatch.

UK Express Delivery: Orders will be sent out via either Royal Mail Special Delivery, Parcelforce or Yodel (formerly HDNL). A signature will be required upon receipt. Packages despatched by this method to UK mainland addresses are usually received within 24 hours of shipment (excluding Saturday / Sunday).

£6.60.

UK deliveries

Orders placed via Standard Delivery will be shipped to you postage free.
Orders placed via Express Delivery will incur a £6.60 postage charge per item.

Unfortunately: the clauses in the T&Cs are mitigated by the words 'usually', 'we update our website asap', and of course, the fact that they state they do not take payment until your item has been despatched.

If it isn't in stock, it has not been despatched: which means they cannot refund you money that they 'claim' to have not taken from you (if they have not despatched the item).

It isn't much help tbh, but what it does say is that they cannot take money from your payment method if the item has not been despatched. This appears to be the only way you could 'get them' so to speak.

[daniel-lewis-1985]

Originally Posted by Pyramid*

Is it shoddy practice? Of course it is.

However, in an effort to assist you: I've had a look on the HMV website: and here are a few interesting points:

http://hmv.com/hmvweb/navigate.do?ct...1&pPageID=3326




Unfortunately: the clauses in the T&Cs are mitigated by the words 'usually', 'we update our website asap', and of course, the fact that they state they do not take payment until your item has been despatched.

If it isn't in stock, it has not been despatched: which means they cannot refund you money that they 'claim' to have not taken from you (if they have not despatched the item).

It isn't much help tbh, but what it does say is that they cannot take money from your payment method if the item has not been despatched. This appears to be the only way you could 'get them' so to speak.

Yeah they have taken the cash including delivery charge but not shipped it so they have broke their terms and conditions there.

[Pyramid*]

Originally Posted by daniel-lewis-1985

Yeah they have taken the cash including delivery charge but not shipped it so they have broke their terms and conditions there.

Despatched could mean despatched to their warehouse....it could also mean despatched as in, from their warehouse: their T&Cs are unclear to say the least - and I suspect quite deliberately.

Shipped means it has left their warehouse and is in transit.

This unfortunately are all the 'grey areas' in T&Cs that they managed to get out of through clever wording.

Look at the contradictory statements (or rather, what I would regard as deliberately ambigious - giving them a get out clause)

Rest assured your credit card will only be debited as your order or individual items from your order are dispatched.

Your payment card will not be charged until your order is shipped.

either way: I'd be taking it further - either via Trading Standards or a no nonsense (but 'reined in') email - giving them a clear 24 hours to refund my monies in full as well as compensation (a reasonable amount) and threaten to highlight this to the media.