hmv (UK) - Staines Reviews 

Easy to order
Received on time

So I regularly shop in HMV Staines this has happened to me twice now . First time I went in to look at the Pokémon cards behind the counter. I stood at the side of the counter (not behind ) and got a worker shouting at me to step away from behind the counter .
He then stormed over to me in an aggressive tone saying that my carrier bag had gone behind the counter. I explained to him that I was stood at the side and was just looking but he kept saying you are not allowed behind the counter.

I then asked him to fetch the manager and waited at the front off the store so as not to cause any distress to the angry employee. Manager came down and said oh you are not allowed behind the counter. I said I wasn’t behind the counter at all . She then gave lots of reasons as to why I shouldn’t have stood at the side of the counter .
I got a half apology and then I left.

To put it into context there are products on the wall at the side of the counter for customers to look at .

Fast forward to today manager behind counter serving customer. I stood safely away from the counter at the side and looked at the Pokémon products . She then said can you move away from the side of the counter . I said I am looking at the Pokémon cards and you have products on the wall in front of me which are not behind the counter.

She then said you need to move away from the side and I said that you obviously still have a bee in you’re bonnet about the last time and explained that I am a customer just looking . I then got I would describe as a very polite but sarcastic service from her .

To be honest I never wanted to make a complaint and I don’t want any thing from this . But it now makes me feel uncomfortable shopping in this branch of HMV and don’t think I want to go in there again .

07/10/23
In response to HMVs reply I did report this yesterday to customer service . They said they will send it to the manager of the store which seems pointless as she is one of the people I have complained about .
10/10/23
Not had any response to my complaint from anyone . Just shows that HMV don’t care about customers . Will send email to CEO and see if he cares.
10/10/23
Had email back from customer service to say that I am still not allowed behind the counter. (I never did) and that in future they would ask me not to stand at the side of the counter but to go to the front to look at products . This apparently is HMV policy .
I can go in any store including other HMVs stores (Uxbridge) which I have and stand at the side to view goods I might buy . Didn’t get asked to move didn’t pose a threat and more importantly was greeted with a smile and asked if I needed help which I gladly accepted. HMV Staines obviously have an issue with customers.
Edit 16/10/23
After many pointless back and forth emails . HMV who love customers apparently are still saying that no customers. Can stand and view goods that are freely available to look at due to security reasons .
They don’t love customers they don’t want my custom so I urge everyone to go into this store and see if you get shouted at or abused by a staff member just for standing there looking.
18/10/23
Issue not resolved as they say in their reply. Never been to a store where they say you can’t look at things behind the counter from the side but you can read the notice from the side . Can’t convince HMV Staines that this is crazy and not in a good way . Zero stars !

The shop assistant brought out a package from my click and collect order, but it was obviously too small, so I asked her to check for another.
She found it, but there was no indication that there were multiple packages.

I never received my item I never got any emails or anything. Disgusting robbed me

The staff went above and beyond to help me, they found the DVD I wanted,

Very easy to order dvd via hmv store for a click and collect service from hmv.com. staff explained process and filled in forms. Very polite and helpful. Would order again via shop if dvd required not available in store.

I found .Howard ,the assistant at Hmv Staines very helpful in reserving my latest cd .I was able to collect it, the following weekend.

good service received in a few days no damage

The lad who served me was helpful and knowledgeable and went to lengths to facilitate my order.

All the workers were so nice and helpful! Keep it up

Made sure to update when the order got dispatched and ready to collect which made me feel more safe about my order arriving.