HMV Greenwich Store Poor Customer Service (HMV)

Member Name: nonny1985

Product:	HMV
Date:	11/11/08 (399 review reads)
Rating:

Advantages: Customer service person I spoke to on the phone was polite

Disadvantages: VERY Poor customer service, difficult to find address to complain

I bought a pair of Sony MDR-J10 Headphones from the HMV Oxford Circus store for £9.99. When I came home and tried on these headphones I realised they are too big for me, therefore are unusable for me. I went to my local HMV store which is HMV Greenwich store. I spoke to a sales assistant first telling her I want to return these headphones as they are too big. She called over two people one of them called a supervisor who said that they can accept a return on a gift card or exchange as although the package is opened it is reseal able. I do not know the other man's name however he did not dispute this fact. The sales assistant asked me if I would prefer a gift card or an exchange, I chose to get an exchange. So I went to pick something different. Once I found what I wanted I went to exchange it and I was served by a different sales assistant who said he doesn't think he can exchange this as it is opened. I told him two other people said I could return it, he then took my headphones and receipt and went away for over 10 minutes and came back telling me it cannot be returned because it is opened. I told him that 2 staff said that it could be and he said it's not acceptable as they did not realise the extent it was opened. However the two staff who served me first both saw how open it is as they held it and opened it. Furthermore when I handed over the headphones to the sales assistant he tipped out the content of the packaging and then shoved it back in, in an untidy way therefore when he showed his manager it must have looked used which is his fault because I placed everything in perfectly nothing was damaged including the packaging and it could be easily resealed. In fact if I wasted more of my time resealing it myself and going back to store they would not even know it has been opened and I could have got a refund however I am not an untruthful person but it seems the staff and HMV Greenwich seem to be. I told the sales assistant, the supervisor said it can be resealed and he still said no it is not acceptable. In fact he would barely let me explain anything and just kept on repeating I do not want to argue, even though I was not arguing just trying to explain. Furthermore when I told him that I have wasted my time trying to find something else to exchange he said it is not his problem. When I told him I cannot use this headphone as they are too big he said that is not his problem.

In the HMV stores I noticed with some headphones you can try them on, however this is not the case with all the headphones. If all headphones could be tried on then I would not even have this problem.

I have never had such poor service in any store. I have worked in retail before and if a customer is told something by staff then that is what the staff have to stand by, they cannot change their mind like the wind and waste my time then tell me it is my problem. In fact in order to be able to write this letter I had to actually waste more of my time as I had to go back in store and ask the staff names as none of them wore name tags. Furthermore to actually find this email address to complain I had to phone the number on my receipt and ask where I could complain, they gave me another number, I phoned this number and they said I need to write a letter. Therefore this has all wasted my time and money even more.

Summary: Tried to do exchange ,suprvisor said I could, but when I went to exchange someone else said no.