Page 1 of HMV Policy

Sorry if this is the wrong forum for this post but thought all bargain bucket members should be aware of HMV`s returns policy. I bought a few DVDS in athe sale yesterday .Wife went in at lunchtime bought identical items . I returned my items today sealed untouched with reciept . I asked for a refund as identical items bought . Even showed them wife`s receipt ,but their policy is `We domt give refunds` I asked why and was told `Changing market trends` Will be contacting credit card co but dont hold out much hope . Bargain hunters beware !

That sounds a bit harsh!

I`d Write to them............ Here`s the complaints address,

Customer Service

HMV UK Ltd

Film House

142 Wardour Street

London

W1F 8LN

i thought all retail purchases where subject to a cooling of period ? (providing of course the item is still sealed etc) or am i way of base ?

I wouldn`t have that, no way.

Boxing day I went into HMV and bought Saving Private Ryan (standard version) for £5.
I went to WH Smiths and they had (by accident) marked up the D-Day Special edition version of Saving Private Ryan for £6.50, which I bought as well.

I then went back into HMV and explained that I had bought the item, rang my brother to tell him and he told me he already had it. No problem, they said and gave me a refund straight away.

Kick up a major fuss!

Quote:
I returned my items today sealed untouched with reciept
I believe it`s illegal if it`s within 7 days, and I think, 14 days if purchased via mail order or the Net (Distance Selling Rules)

If it`s under a week, you can have a refund. If it`s over a week, then you could be in sticky water.
(First I`ve ever heard of changing market trends as a reason for not refunding.....I could see that leading to a few sore faces up here ;) )

Jimbo : oÞ

"Making Teenagers depressed is like shooting fish inna barrel"

Did something similar today.

I bought a shaver for Christmas for Unicorn, it broke after 30 secs on Boxing day, she took it for a replacement\refund BH Monday, came back with it as they reckoned the price had dropped since I "bought" it & would only exchange like for like or "equivalent value", the receipt naturally was 200 miles away.

Took it back 3 days later (different branch) got a direct swap for a sealed working unit (someones spotted something better by this time after bending my ear about the pressie), took that into Boots today, with receipt "Duplicate Present - Refund". :D



I ig ig ig ig ig ig ignore the phone the whole day through
To surf surf surf surf surf surf surf the net is what I really like to do
It ain`t no trick to get rich quick
If you contract out your outsourcing
Its all mine! Its all mine! Its all mine! Its all mine!
And a million users whine!

I ig ig ig ig ig ig ignore the phone the whole day through
To surf surf surf surf surf surf surf the net is what I really like to do
We delete user`s data by the score
A thousand profiles, sometimes more
But we don`t care why we wipe `em for
I ig ig ig ig ig ig ignore the phone the whole day through

I owe, I owe,
I owe, I owe,
I owe,

Its back to work I go.

(Apologies to Uncle Walt)

This item was edited on Wednesday, 5th January 2005, 22:01

That is crap. However, they`re under no obligation to refund on non-faulty goods :(
Only things bought online (covered by distance selling regulations) can be returned/refunded.
However, legally and morally are two very different things and that policy is s***e.
Complain, tell everyone and don`t shop there again.

Ste

I used to work in a store that refused to give refunds on non-faulty goods also, (was a good laugh to have an arguement and be right.. but thats another story!)

One thing i did learn though, Always go to their head office, not to complain, but if you were to write a letter, explain that you had duplicates, etc, and all you want is a refund, generally they will allow a refund. I Wouldn`t post the DVD`s up in the first correspondance, but just write them a letter and ask how to return them for a refund and see what they say..

Ste, this one *is* Unopened and sealed!
Definitely our policy is to refund or exchange within 7 days, and I`m pretty sure it`s a legal obligation....

Could be wrong though, so would happily be corrected.
(BTW, distance selling rules allow opening, but not using afaik)

Jimbo : oÞ

"Making Teenagers depressed is like shooting fish inna barrel"

jimbo, this is where certain retailers give customers rights over and above what they`re actually entitled to. Morals... The first thing that comes to mind when you think about the likes of John Lewis and Marks and Spencers. Their customer service in these situations is second to none.
Quote from Trading Standards..
When are you not entitled to anything?
[list] [*] If you made a mistake, e.g. you don`t like the colour, it is the wrong size etc.
[*] If you have changed your mind about the goods, or seen them cheaper elsewhere. [/list]
By the way, I AM NOT SAYING TOUGH LUCK HERE etc., I am just saying what the law says :-( but there are very few places that only give you these rights.
This is really bad - you returned them etc. after a genuine mistake and it would be no effort for the shop to be flexible.
Ironically, with many people fearful of buying things over t`internet, you actually have more rights..

Ste