HMV glasgow argyle street

Rita McIntosh 24. Oct 2022 at 1:50

Complaint
I arrived yesterday for SM record signing event having bought two separate orders greeted by the rudest most arogant and ignorant store member mark .
I explained I had two separate orders and one was donated to a cancer fundraiser event for our friend who has been battling cancer .
I explained prior to donating the wristband I had spoken with Gary at the store as it stated fans required proof of purchase fir collecting and he assured me my name was on a list so there would be no issues .
Howeve Marc then accused me of lying stating the girl who bid for the wristband had been given my given my fullorder and it had been given away by me .
He declined me entry and called me a chancer .
I was upset as I was with 20 friends as part of a group I was in tears at this point .
One friend had a spare ticket and handed me it but mark said I wasn’t going downstairs as I’d bad mouth him to staff and the band.
He then said I was to purchase the album before he would let me down despite the fact my friend had one and that I’d spent £50 plus’s but they’d lost my order ..
Now being aware of his incompetence I asked his position he advised he was depute manager so I asked for the store manager.
At this point Carl took over but on handover mark stated this girl gave her order away and now wants to complain I stopped him and corrected him that hmv had given my order away he suggested I speak to whoever won the bid for the signing as they had my order .
Carl advised my order had been put togetaz one order despite being two separate order numbers and two separate transactions this person had no I’d no proff of purchase she had an email advising one cd one wristband total amount was £15.99 so how can she collect both with no ID or email fir the separate order number .
After another hour of explaining and distress carl took me downstairs with no items to be signed so I joined the Que but my friends weren’t there I had no phone signal and explained this to the security Vishal I think was his name he advtif I left I wouldn’t be able to return downstairs and he was showing disinterest I then spotted carl again explaining the situation and he took me upstairs he let me join my friends in the Que and actually tried helping by giving me a cd he was approached by Gordon who I’d given the donation to who could clearly see his I’ll health we will be surprised if Gordon survives Xmas and it was distressing to have him try to help and see him becoming upset on my behalf at this point I was in tears again explaining I’d also recently lost my husband to cancer .
Carl then took me and my friend aside asking what could he do to help I stated get my order .
I explained I was meeting the band feeling like a pauper with nothing to sign he then gave me a cd .
Despite carl now trying to help I was extremely embarrassed now as friends were offering me their stuff I explained I’m not a charity and felt bad now .
So wee now get to signing desk my handbag was rudely removed bu vichsl placed in a basket I’d stated I’d rather keep my bag as contains things from my late husband but he rudely advised if not in basket I could go forward to desk so I reluctantly handed my things over and they were removed bro the back wall out of sight . One security Craig recognised my upset and should br commended on his customer care
I got my time and signing and Jim remembered that the previous signing my grandson and ourselves made the evening times newspaper.
I advised I’d speak to him or Ged on social media re today’s experience at a later date and that I was glad I hadn’t brought him today due to the disgusting treatment by Marc .
So I move to get my belongings vichsl was stood so close barking orders fir me to move I asked that he move as I could smell his breath and feel him breathing as he was in my personal space he declined I also explained I have a rotator cuff injury and that he gave me time to dress and sort my belongings his manners were deplorable one of our elderly fans said he was behaving in a hitler style fashion and asked him to step away from us .
My friend then started arias he was doing the same despite me asking him not to put his hands on me he continued I advythat covid is still around and requested he move away whilst I waited on my friend .
Day 2 yesterday I’d now spoken to the Italian girl who bid on the item with hmv I donated who advised not only had she not collected my order she didn’t make the flight therefore hadn’t collected her order Gordon confirmed this and still had the email letter that she hadn’t collected.
So I returned to the store asked the female staff member and my friends to witness the conversation as it was only mark I could speak too he refused to help refusing to look for the order advised I returned to the site daily to speak with Carl I explained I had fud as he asked and spoke to the girl and had written confirmation from her and the event promoter from the cancer fundraiser and since no one collected my order it may be there anoth staff member sad Ged look but mark advised he wasn’t allowing him to . I asked if the camera at till section could be reviewed as mark began lying he advised it didn’t pick up sound and was of poor quality. He then suggested I leave the store accusing me of being rude to security I explained it wasn’t me and demanded an apology which he gave .
However the relationship had broken down he refused to assist or discuss and demanded I left the store which I did I admit on this occasion I was rude back to him as I had reached a stage of frustration.
On leaving Ross who had been there the day before said he would gladly take my detail s and explain to manager that no one had collected my order the day before and pass that I’d came into the site for that purpose but Marc wasn’t willing to help he was calm understanding and very professional but stated that although he would love to assist Marc was preventing this happening.
He issued me with head office number and reassurance that he’d pass this on .
What I now wish to happen is for hmv to provide me with what my full two orders should consist of .
Evidence of collection
Proof of collection
My full two complete orders signed by Jim and Charlie
A letter if apology and full explanation
Reassurance that marks attitude has been addressed
And I suggest if possible video footage is reviewed to assist with proof of staff training requirements so that no customer receives the treatment we have
In the meantime I will provide evidence of full written detailed account on my behalf for the bands attention to Ged grimes who is a friend of mine highlighting the issues for him and Charlie’s attention
Tiday on the simple minds official page several more fans have noted hmv experience as shocking but London and Manchester gained great reviews at this stage I’ve yet to comment or record my personal experience but I will do so in time .
Regards
Rita McIntosh
07904267332
[email protected]