Its a pity really - they seem to have a good website but their level of customer service is quite bad. I called them to enquire about a specific item and was requested to call back after they checked the stock. No one bothered taking down my number and saying - I'll give you a call as soon as I have checked the stock. It was almost they couldn't be bothered.
However, I still ordered a few things from them on the Thursday before Christmas (almost 1 week before). I was expecting for everything to arrive by Saturday (as the company advertises a next day delivery), but when nothing arrived, I called them on Monday. I was told that they were dispatching the items on Monday and that I would receive them after Christmas. I asked if everything was definitely in stock and the guy said - I dont know! So not sure how he promised me that the stuff was being dispatched that day.
Nothing came for the rest of the week. So I called them on Friday (more than a week after my order) and asked them to cancel the order and arrange a refund. Nothing happened. I called again and was asked for my order number twice in the same conversation, and received a call again asking for my order number for the third time. I was only given 25% refund! I called them again, totally baffled at their shoddy service only to be told that they thought I had received part of my delivery. How could they think that when they didn't even dispatch my order?
After repeated requests, I was finally given a 100% refund.
It was a very harrowing experience dealing with this company and I most certainly will not recommend them to anyone again.
I was in HMV store a while ago buying a box set. I repeatedly said to the CSA that I had an HMV loyalty card, and he wouldn't listen. He put the sale through and I kept saying - do you not need to swipe my card so I get the points? I must have reminded him about 5 times, but his mind was elsewhere. There was absolutely no apology, and the arrogant CSA just said - 'Oh well, I've just put through the sale and now I can't do anything about it!'.
I decided to give them another go (to my regret). I ordered a DVD from their online store on Monday and I expected it to come by Friday (btw, ordered another DVD of Amazon on Wednesday and it came on Thursday!). The delivery didn't arrive as expected on time. I emailed customer services to query and no one replied. I then emailed them again asking them to cancel my order since the DVD didn't arrive on time. Still no reply!
I ultimately got the DVD today (after 10 days, 4 days later than expected) but customer services still haven't replied to either of my emails.
Really really disappointed. Such shoddy service with absolutely no respect for the customer!! I will never use them again. No wonder they are in trouble.
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