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, or 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.

Here we answer the most common questions asked when a shop goes bust. Can I use HMV and Blockbuster vouchers? A number of high street stores have refused to allow customers to use vouchers once they had gone into administration - even though they had already accepted money for them. Unfortunately this is within the law. However it is worth waiting a few days to see if administrators will change their mind. HMV administrators have now decided to honour gift vouchers as of Tuesday 22 January. If your vouchers are refused by Blockbuster, you need to make a claim in writing to the administrators with proof of your vouchers. The names of those administrators are usually on the website of the company which has gone into administration. But there's no guarantee you'll get all of your money back, and it could take up to 12 months to process the claim properly. And, not all administrators will take this approach. Use our template letter to claim a refund for vouchers from a bust company. Can I make a chargeback claim if HMV or Blockbuster won't accept my vouchers? HMV administrators have now decided to honour gift vouchers as of Tuesday 22 January. As long as HMV accept gift vouchers chargeback claims will not be accepted. Blockbuster administrators may also still decide to accept vouchers in the next few days, so it may be worth waiting to see if this happens. If this doesn't happen and you bought vouchers on your card, you should be able to put in a chargeback request to your bank on the grounds that the vouchers are fundamentally different to what you paid for. This is because you expected to be able to exchange them for goods of a certain value and instead they are worthless. If the vouchers were given to you as a gift it is trickier to make the argument. The person who got a gift voucher as a gift can't make a claim, but the person who bought the vouchers could put in a chargeback request to the bank. But be aware, there is no guarantee that the administrators will accept these claims. Can I return items that I've bought at HMV and Blockbuster? It depends. Once a retailer goes into administration the administrator's role is to try and save the company and in doing so it may take the decision not to accept returns. However if you bought an item that comes with a warranty and it is faulty, you should be able to claim a refund or repair from the manufacturer under the terms of the warranty. Or you may be could make a claim on an extended warranty, if cover was provided by a third party (e.g. an insurance company). Can I use my manufacturer's warranty? If the retailer goes bust and the goods are faulty, then your manufacturer's warranty should cover you for at least the first year. Check your documentation to see if this is the case. If you’ve been supplied with faulty goods and the company is placed into administration but is still trading, you may be able to get a replacement or a refund for your item in the normal way under the Sale of Goods Act. I bought an extended warranty from HMV - will this be affected? Check the small print carefully to see who actually provides the warranty cover. Often it’s provided by a third party (an insurance company, for example) in which case you shouldn’t be affected if HMV does cease trading. If cover was provided by HMV, then it depends on what happens at the end of the administration. If HMV ceased to trade then unfortunately you would lose the benefit of the extended warranty. Remember that you will usually get a manufacturer’s guarantee with an item which will provide some protection for the first year - sometimes even longer. I was supposed to get cash-back as part of my HMV purchase, will I still get this? It depends on how the cash-back offer is set up. Check the terms and conditions to see whether the offer is backed by the manufacturer (ie they'll send the cash as long as you claim in the way specified), or that the cash-back claim should be made to HMV. If the manufacturer is providing the cash-back, your claim shouldn't be affected. If it's HMV, you could still put in a claim and they would be in breach of contract if they didn't send the cash. If you didn't get the cash, unfortunately you couldn't take court action against HMV while it's in administration. If at the end of the administration HMV stopped trading, you'd need to lodge your claim for unpaid cash-back with the administrators. Can I claim from my credit card company? If you've bought something on your credit card costing more than £100, the card provider is jointly responsible for any breaches of contract. For example, you could ask for a refund if the things you bought weren't delivered or, you could claim for the cost of a repair if they were faulty. Write to your credit card company with details of your claim. You can use our template letter to claim a refund from your credit card company if a retailer has gone bust. If you’ve paid by debit card you may be able to claim through the MasterCard and Visa chargeback scheme, as long as it hasn’t been more than 120 days since paying on your debit card and making your claim. I only paid a deposit on my credit card, can I still claim? You don't have to have paid the full amount on your credit card – the card company is liable even if you made only part of the payment (a deposit, say) on your card. It's the value of the goods you're buying that is key - not the amount paid on the card. As long as you paid more than £100 on your credit card then you can claim. So, for example, if you ordered a new camera and paid a £500 deposit with your credit card and paid the balance of £1000 by cheque, you'd be covered for the whole £1,500 if the company went out of business and you didn't get your camera. What if I have a store card credit, eg 'points'? Administrators could refuse to accept those if they wanted to although they have not specifically mentioned points yet. If you have points, for instance through the Blockbuster ‘VIP Gamer’ scheme, it might make sense to try and spend them now in case they are not accepted in the future. I owe money - will this debt be wiped? No, it won’t be wiped! This isn’t an excuse to run up debt – the company is still trading so the money is still owed. I have DVDs rented out - do I need to send them back? Yes – you still need to act according to the contract that you’ve got with them. However long you’ve agreed to hire them for, send them back – the company has not ceased trading and the DVDs are still their property. I am in credit with the store - will this money be 'wiped? It’s like if you’ve paid for a product and it hasn’t been delivered. It’s still money you’re owed, but it depends on how things pan out with the administration. You can still put in a claim to the administrators for that sum back in the case that they pay off creditors. Given that it can be tricky to do this, we’d advise you to use that credit now if you can. from http://www.which.co.uk/consumer-rights/action/what-you-can-do-when-a-retailer-goes-into-administration/

I waa unlucky to begiven a yarvik luna tablet for xmas it stop working two week ago and cannot get it fixed as you will find out for yourselt nobody from hmv and the administrators Deloitte will help you as long as they get there money us the public will get no help so you at hmv you the administrators Deloitte remember this us the public will never forget how we got treated by you hmv and you the administrators Deloitte like meany people we cannot aford to be rept off like this £130 pound is a lot of money to me I'm one person that will not forget the way I was look after sad about hmv but you are wrong to treat the people how trusted your good name ? I don't think you will ever get that back sad mark a

To say im unhappy with HMV is an understatement, not only have they failed to deliver my Cd and Dvd Boxset, but they also took the money out of my account this was on the 14.1.2013. Trying to get in contact with anyone to do with HMV mainly their administrator Deloitte is like trying to get in touch with the queen, the difference being a member of her staff would contact you. Deloitte or whatever your company name is and the people who work for it, couldnt organise a drink up in a brewery. Im not allowed to put what i really think

HMV website is down and besides calling, there isn't a way to chase an order due to received in 24h. I think is a waste of money calling though to customer services. The reason why I done it online is because the store has sold out and told me to order online that was quick. The birthday girl is waiting for her present still. I have a order number but I did not received an email about my order. What kink of service this is?!

'key elements i like' nothing hmv is getting stupid, order'd 2 cd's on the 21st and its now the 29th stil nothing got onto them on the phone and they need to speak to my mum? dont worry hmv hope you just rot to the ground piece of annoying store. terrible customer servise..

Worst online shopping experience i have ever had. I ordered 10 dvd's (wanted to treat myself) and was really looking forward to them. After a few days i get an email from them saying that they couldn't verify my billing address? huh what? So i verified it and of course they gave no explanation as to why. I order stuff online all the time and never have a problem with my card. 2 weeks later still no delivery, no explanation and to top it all off my online account is suspended so i cant track my order or anything. Considering the problem was their fault and nothing to do with me this is shocking! 100% never shopping from them again. Amazon never treats their customers like this.