Poor Customer Service, Absolutely Poor

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flownaway's review of HMV - www.hmv.co.uk


“Poor Customer Service, Absolutely Poor”

Written on: 22/11/2016 by flownaway (2 reviews written)

Poor Customer Service, Absolutely Poor

As a steelbook collector and purchasing hundreds of steelbooks from this company I received Batman V Superman steelbook (now out of stock) with two spine slashes which I originally bought as a gift for a friend. As this item was out of stock I decided to ask for a small discount instead of the inconvenience and costly returns of the company.

The customer representative XXXXXXX informed that this is damage to 'outer packaging' and therefore cannot give a partial refund? I am totally amazed with this response and attempted to explain as a collector that steelbooks have spine slashes.

So I sent two further emails to explain about spine slashes and scratch marks, even directed her to forums which explain about these common defects but yet still refuse to believe over a simple discount.
I quote her words 'I must regretfully reaffirm that we do not compensate for damage to the outer packaging, as this is for the protection of the item only'.

Four emails to try and explain this and I get the same nonsense back as if they DO NOT believe me. What am I trying to gain here?

Now after 11 days I have decided to just give this gift away as I originally purchased this and now the person I dealt with responds telling me to actually show pictures of the damage instead of refusing to give a small partial refund.

What I think has happened is that the original person that bought this has obviously returned this to HMV before it was finally out of stock. HMV had obviously resold this defected steelbook again. Absolutely poor.

Well I had two choices, either return the steelbook knowing the fact that HMV are refusing to offer a refund and NOT believing me,


Keeping the defected item as gift still.

Reluctantly I chose to keep this as a gift as this is now sold out. But amazed of the poor service.

Zavvi, Amazon, no problems returning steelbooks if they are defected as you can show them pictures and they can see the spine slashes. But for HMV, terrible.

Well XXXXXX you chose to be stubborn in your method of discount so I will now share with potential buyers who are steelbook collectors to be mindful of your poor returns service.

  • Blu-ray steelbook

    Goods purchased & cost

  • On time


  • Customer Service

  • Quality of website

  • Value For Money

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