Stole money from my account & won't give it back....

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lolag1's review of HBO Store UK -


“Stole money from my account and won't give it back....”

Written on: 29/06/2012 by lolag1 (5 reviews written)

As this has been such a long drawn out process I will try and keep this as brief as possible. I have been shopping online at various UK and worldwide websites now for around 6 years and this is the worst and most stressful experience I have ever had and it has still not been resolved. Two Game of Thrones items were ordered on April 17th, email sent to me telling me the order was cancelled on April 18th. I called customer service and was told they don't have the information to tell me why it was cancelled and to order again. I placed another order the same day for the same items and crossed my fingers. These were both for Birthday gifts. On the 19th one of the items was shipped and I received it with no problems, the other item was saying 'on hold' so I called cs again. I was told my address had been the issue with the card declining and that because it was an American company they probably didn't understand the address. I explained that was ludicrous as I have ordered from the US before and never had any address issues. They said they would get back to me when they had looked into the item issue. They did not so I called again and had to call again every day to find out what was happening. I even spoke to a manager named Mark who assured me he would have the item despatched immediately in time for the 27th April without me paying more delivery fees. On 30th April it still had not arrived so I called Mark again who advised me the item had the wrong SKU code on the website and had never been ordered in the first place, he would get it sent to me asap. I called the next day and was told by Mark it was actually out of stock so I just cancelled the order and got it from Amazon instead. Mark apologised and I accepted it as I thought that was the end of the issue. A week later I received the item even though I had cancelled it so I called Mark to advise him of this and offered to return it to them. He said for me to keep it for all my trouble. On 9th May 2012 HBO helped themselves to £19 from my bank account for an order I cancelled. The item was supposed to be £13 and they had the audacity to take ANOTHER delivery fee from me! I called Mark who apologised and said the money would be returned. I had to keep calling as they didn't give me any sort of refund even though they kept lying to me and saying it had gone back on my card. Even my bank were horrified that they were so blatanlty lying about it, I have statements for proof. Every time I called they just blamed my bank and my card! In the end Mark asked for my bank details to do a transfer. On 6th June, almost a month after they had taken my money I got £17 from them because the idiot at HBO who did the international transfer didn't pay the £2 bank charges from THEIR bank, not mine, so I had to! I also have a letter to prove this. I called Mark again about this and was told someone would look into it and I would be receiving compensation for all the calls I had to make and the fact they had been so useless. The last contact I had was a voicemail on the 12th (6 days later!!) when I was in Turkey asking me for my card details which they already have as that is what they used to take my money in the first place! I haven't contacted them since as it's been very stressful and even though I lost out to them I would rather just not deal with these imbeciles anymore, I personally think they are behaving this way on purpose so as to not refund me. If you are thinking of using this company I urge you not to! They have no idea what they are doing and I will be taking my complaint to the American HBO as the UK site uses a serviced office and have people that do nothing but lie to you and pass the buck! Amazon and Play are much cheaper and better anyway.

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Dingding1's Response to lolag1's Review

Written on: 03/01/2018

I feel the pain. All too common with US companies trying and failing to be international. They just have NO clue outside the US and its not Service, Service, Service, its Money, Money, Money. Good luck

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