Another tale of why most big shops don't give a toss and why we should leave them alone.
Yes, I decided to buy some stuff from HMV. I really don't know what I was thinking, but if you are planning to buy anything from HMV over Christmas or in the near future, your Recruiting Officer suggests you certainly do not do so if you need things in a hurry.
Instead of simply ranting on now, complaining that HMV are rubbish, HMV are crap, HMV should be avoided at all costs etc., let me explain my order woe and how the problem is deep-seated within the way they operate...
Over a year ago I ordered some items from HMV. This was, I think, just as they moved their online operation to Guernsey in the Channel Islands for the purposes of VAT avoidance and what not. Now, HMV often advertise sale items as a way to tempt people in, as many shops do, however the HMV online ordering system was apparently built by a bunch of monkeys without enough coding skill, given too little time. Basically, as deep in their terms and conditions it vaguely points out, the price you pay is not the price you saw next to the big 'BUY' button, but is the one in your shopping basket.
Now, prices updating in a shopping basket to reflect changing stock levels etc. I have no particular truck with. Someone might spend a good while browsing, even across sessions, so prices could change. In theses circumstances I have noticed some websites actually alert you to the fact that items you have previously put in your basket have changed price. Good for them - being nice and transparent about it. However, because the HMV customer-facing system is only periodically updated with actual stock/price info, you can click the 'BUY' button at one price and the item will
immediately go into your basket at a higher one. It is then up to
you to double check the cost of every item at checkout. Shocking. My understanding is that if a supermarket or high street shop did this to you they would not have a legal leg to stand on, so how can HMV get away with it?
This also means they advertise items as in stock and 'normally dispatched within 24 hours' only to change their minds a day later and tell you they have to order stuff in. I ordered an item in October that was 'in stock' that I am still waiting for - and they've done the same with two items that were 'in stock' when I ordered them two weeks ago.
Now, I may just have been very unfortunate several times I've ordered stufff from them, however their system is, at best, inherently consumer unfriendly - if not entirely underhand.
Buyer beware and all that, yes - but to have such a high profile vendor trying to scrounge orders they cannot fulfil and passing off crap business practice as acceptable by hiding behind terms and conditions is disgraceful.
HMV are sadly not 'top dog for Christmas'. More like the dog that wipes its arse across your carpet in front of your guests.
You must excuse me now, please, I've just spotted a pint of eggnog with my name on it...
Labels: crap customer service
