I bought 3 supposedly new PS3 games in a clearance sale they had. When they came, all 3 boxes were unsealed and obviously ex-display from their shops as they were all scratched and had price sticker residue all over them. One of the cases even has a gaping large hole in it where a bit of the case has completely broken off, now it doesn't even snap shut.
The games and manuals came in a clear plastic sleeve and seemed new, but does that really matter anymore? I didn't expect such a large , well known retailer to be passing off games in such shocking condition as brand new. I am not the only one as the same has happened to pretty much everybody on HUKD who bought from them during this sale. I didn't even bother with customer service, as everyone who has tried have said they don't give a hoot about it. All they would do is tell you to send them back if you don't want them.
The only reason I've given them 2 stars instead of 1 is because the game discs and manuals itself were at least new (I think) and the low prices they went for (pretty much everything on HMV is overpriced nowadays).
HMV, if you're reading this: No wonder why your business is failing.
I have ordered 3 items in the past 2 weeks. 2 PC games and a PS3 game. One of the PC games and the PS3 were unsealed and clearly were preowned/used stock when they should have been brand new. The PC game was a steam activation game and when tried to register the serial was USED! Contacted customer service and they were less than helpful. Have returned both and am awaiting refund, will spend my money elsewhere. WILL NEVER BUY FROM AGAIN!
I love shopping with HMV been shopping in there shop for many years, staff always chatty and polite, and eager to help if you have a problem. Shopping on line is some times a long process pages seem to take ages to load, easy check out - delivery is often slow which lets HMV down.
Orders despatched and received before release date extras cashback, quidco cashback offered plus loyalty points for pure hmv card, what hmv lack in the high street they more than make up for with theyre online services
Just cancelled an item I ordered a month ago during their sale - still waiting for it to come into stock! It's wrong when websites that advertise products which they don't have available. Complained to their customer service and absolutely no response.
No wonder this company is struggling in the face of competition
Edinburgh Gyle Store: 27/12/11 - Tried to return a DVD after Christmas as I already had it, I didn't want to offend my sister and tell her, or even worse have to ask for the receipt so I went back to the shop to see if I could just exchange it (didn't expect a refund without a receipt)... The person I spoke to was incredibly rude and said they couldn't accept it as there was no proof it was from HMV... I pointed out the barcode on the back that said HMV and the price on it. I was happy to accept the current selling price which was lower but they were not interested and demanded I got out the queue. Then as I left, the manager stood blocking my exit just making me more angry. I have now sold the dvd on ebay and donated the proceeds to charity, but HMV have lost a customer for being so damn rude and obnoxiousness and I don't recomend anyone to shop there.
One star off due to the constant lack of consistency in pricing between online and store - which can be pretty big difference. Online ordering fine though, and staff always helpful in our main Portsmouth and Gunwharf stores.