Each item I've ordered has arrived on time, their selection of electronic entertainment is broad, they have many fantastic deals and delivery has been smooth. Altogether, they're a company on level with Play.com, albeit more or less neglected as thought to be mostly a high street chain.
I bought and paid for a DVD in January and still haven't received it. They claim it was posted (without proof of postage) and now refuse to either refund my money or complete the transaction and send me my DVD. Their customer service has been very poor. They have been totally non compliant. I WILL NEVER USE HMV AGAIN AND I URGE OTHERS NOT TO BOTHER EITHER - USE YOUR LOCAL INDEPENDENT STORES INSTEAD.
My husband purchased a docking station for an ipod thinking I could dock my android table on to it, this was not the case, We returned the item opened buy completely unused the next working day. The Cribs Causeway branch and thereafter their customer services (I hesitate to use that description regarding that department), no exchange and no refund due to the box having been opened. Beware, buyers that despite having a receipt and the return being immediate, this company is so short sited and desperate that you will not get your money back nor an exchange. The price was £260. Despite companies being legally allowed to refuse exchanges on goods which were purchased erroneously as a present i.e not faulty nor fit tor their intended purpose it is not a normal practice due to the negative publicity and poor customer relations it creates. One has more rights over the internet, so think twice before entering hmv retailers and parting with your hard earned cash. One would think that had they any foresight at all they would be trying to get more customers not alienate them, a company cannot last whilst applying poor sales ethics.
have ordered vouchers from yourselves time and again but tried today through my work discount system and got a message of out of stock a little frustraighting but ill get over it and will try again in the 3 days advised too. great service whenever going in there. colchester h.m.v. rocks.
Ordered a Samsung Galaxy Tab 8.9 16 GB White on a deal that was posted on a daily deal website for 149.99, while it could have been a mistake on their part, that is what was advertised, many people ordered but they couldnt fulfill the order and they blamed their stock system, surely if you tell the system that there are say 1000 items, when 1000 sales are done, the item becomes out of stock and unavailable for further purchase. Instead they chose to go ahead and take the card details and then a couple of days later sent a bulk email saying they had to cancel it, they probably didnt want to sell it on the cheap, offered no apology, no commercial gesture (ie a voucher or something) and then cancelled the order.
Even after they tweeted the deal they still didnt do anything but were quite happy to get the free advertising from the deal.
That was my first and last order from their website and I wouldnt go into their stores or recommend them.
I stopped ordering online a long time ago, when i discovered they were the dearest of all for Blu-rays and DVDs. I use Zavvi, they show all there prices in Euros, makes it so much easier when buying, that i don't have to calculate pounds to euros each time. I visit there HMV store in Kilkenny every 3 months and easily pay a couple hundred each time, the pricing though in there stores is way off on some items:
I noticed at the time they were selling a final fifth season of a box-set for 70 euros, but you could buy seasons 1-5 collection for 50 euros.
Then i picked up a boxset for 45 euros, my mate asked me to hand him one, his exact same boxset was 24.99, i queried all this with staff and just got shruggs.
Customer service is the way to a great company, HMV does not have any, a real shame, they were great once.
I'd seen an offer at hmv.com for a Blu Ray box set priced at £10 and later saw the identical box set priced at £12 in my local HMV store. I asked the sales assistant why there was a price difference and was abruptly told "That's the way it is." Wishing to save a couple of quid I revisited hmv.com and used the Click and Collect service to reserve the item I'd just seen so that could only pay £10 for it.
The email from hmv.com told me to wait 2 hours before visiting the store - rather annoying given that I'd just seen it on the shelf - but I waited nonetheless.
When the golden hour arrived I presented myself in the store with my email, expecting the Blu Ray to have been set aside for me. It wasn't. The rather sloppy sales assistant - incidentally the same one I talked to two hours earlier - simply waddled off to the shelf and picked up the Blu Ray priced at £12. She then spent too long wondering why the item she had in her hand was £12 when my email told her I could have it for a tenner.
Eventually she located a greasy, unshaven manager (I assume) who served me completely without comment, processed a price override and I left with the exact same item I'd seen two hours earlier.
An incredulous process, barely aided by "I don't give a damn" shop staff. Not impressed.
Just tried to place £500 worth of business online with HMV and then got an automated email saying my order had been cancelled due to failure to verify my card details. They also blocked access to my HMV account, so I can not place another order. Told me it could be 24-48 hours to get this resolved by another department and I could not speak to them myself!
Phoned my bank who told me that had not declined my card but the transaction failed due to a 'machine failure' at their end. Now unable to place any business with HMV online.
Very poor show..... no wonder they are going down the tubes if this is how they treat customers!
I use HMV for most of my physical purchases relating to media (i.e. Blu-rays, games etc..) I tend to go with companies I can trust and this is certainly one of them. They not only have stores in just about every major town, but their online facilities are quick and easy to use. I have only one little issue with HMV and that is at one time their back catalogue was hugely extensive, but it seems these day a little less impressive, and I have been a little disappointed in recent months.
I've been ordering from HMV for 3 years now and never had a problem. Always recieved my item in the next 2-3 days without fail. They are fantastic. The only thing is that sometimes their prices are a little high but that aside they are excellent. And the free delivery's great too!
HMV.com is truly terrible. It was £30 cheaper than Amazon so bought from them instead. Little did I know the 14 day dispatch would turn 7 weeks and counting. I've sent countless emails and received truly dreadful 'auto' responses stating basically that they had no idea when they'd get it in stock, advising me to cancel the order (when it's a popular title that most places stock easily).
And, the true kicker is...It was out of stock in my local HMV store, at the time of ordering but it's now been on THEIR shelves for weeks but HMV.com are unable to let me pick it up from there!! I can, however, cancel my order online and buy it from the store but it'll cost me, the poor customer whose been pointlessly waiting for 7 weeks a whole £30 more than their online price.
I'll keep waiting...just for the fun of seeing another 7 weeks go by so I can write my second 1 star review about how they can't locate a well-known, popular title within 3 and a half months. NEVER shop online with HMV.com