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“avoid like the plague!”

Written on: 17/12/2012

Ordered a dvd set costing £35 for my daughter for xmas. The fact that it was in stock and free delivery was the key reason I chose to spend my money at hmv. The first attempt to order online seemed to be trouble free, however 2 days passed and I realised that I had not received a confirmation of my purchase via email. I then checked , on hmv website, my recent orders and discovered that I had no orders, even though I had gone through the whole ordering process including entering bank details. So instead of phoning customer services for explanation ( which I probably should have done) I decided to order again, confident that no order history or emails, pretty much confirmed that the order ,for whatever reasons, had not been processed. This time round was successful and I would like to point out that I ordered only ONE of these items, which was later confirmed by email. Also I will mention that the billing address was different from the delivery address, but hmv allows up to ten different address' , so there is no problem it being sent to different address from the billing address. Week later I check my bank statement and to my horror hmv have taken THREE lots of £35 out of my account!!! I phoned customer services and they said they have no record of three payments being taken out of my account and I would have to send my bank statement to head office!! At this point my partner takes over and explains that as it's almost a week before xmas we would very much like our money back immediately! So it was agreed that an email with a copy of my statement would be acceptable.So what do you think turned up on the doorstep a few days later? Not one but TWO copies of the dvd !! Then two days later ANOTHER delivery at the billing address!!!!! And yet I have only ever received confirmation of ONE dvd being dispatched. Another few days passed and I received email from customer services who are dealing with this problem, saying that they have sent three copies and if I would like to send the unwanted items back they will be happy to refund me, which can take 7 days ! As it is now 7 days before xmas, it would appear very unlikely that I will receive my money before then. This error was not down to myself, hmv are at fault. I only ordered one item.Thanks hmv for leaving me £70 short and with 2 extra copies of the same dvd I do not need!! Will I get my refund before xmas? I doubt it!!!!!

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