M.Video Service Fiasco: A Gift-Giving Disaster

A New Year's Gift Nightmare: The M.Video Service Fiasco Unfolds

summarizeEditor's Summary

I ordered a Samsung HW-C450 soundbar from the M.Video app on December 25, 2025, expecting a smooth experience. However, things quickly went downhill. The product was listed as available at the store on Savushkina Street, 141, with a note that it was in stock with limited availability. I was promised an SMS with the product's condition, but it never arrived. When I finally arrived at the store, I was told the product was incomplete, missing the remote, cable, and mounting brackets. I had to waste time and effort to resolve the issue, which was frustrating and disappointing. The salesperson seemed unaware of the problem and kept blaming me for not receiving the SMS. The store manager eventually intervened and offered to help resolve the issue, but their assistance came too late. I had to travel a long distance to the store, only to find out that the product wasn't ready for pickup. Needless to say, I was not impressed with the service.

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A New Year's Gift Nightmare: The M.Video Service Fiasco Unfolds

December 25, 2025, I ordered a Samsung HW-C450 soundbar from the M.Video app, hoping to surprise my family with a great gift. The product was listed as available at the store on Savushkina Street, 141, with a note that it was in stock with limited availability. I was promised an SMS with the product's condition, but it never arrived. Meanwhile, the app showed that the product was ready for pickup.

As I was planning to spend the holidays with my family near Vyborg, I had to hit the road. The trip took around 2 hours. Upon arrival, I went to the store and asked the salesperson (whose name I unfortunately forgot) for the product. They told me it was incomplete: the remote, cable, and mounting brackets were missing. I was stunned. I asked how this could be, and the salesperson kept referring to a sent SMS. I couldn't believe I'd wasted my time traveling all this way for such a mess.

I tried to find a compromise, but the salesperson just told me to contact customer support and left. I had to track down another employee and ask the store manager for help. Eventually, an administrator appeared and offered to sell me the missing components at a 5% discount – a whopping 600 rubles! I couldn't believe the audacity. I suggested they deliver a similar product to the store on Savushkina Street, but the administrator claimed it was beyond her authority and told me to contact customer support.

I spent around 4 hours on the road and over 2,000 rubles on transportation costs. I called customer support, and they told me it was difficult to deliver the product to the store on Savushkina Street. They offered to deliver it to a store on Kolomna Street in City Mall instead. The app showed that the delivery was scheduled for December 28. I also filed a complaint about the poor service at the store on Savushkina Street, asking them to notify me of the outcome.

I thought things were finally going to get back on track, but... On December 27, I received a call from M.Video saying they were ready to provide an update on my complaint. I asked them to call me back in an hour, but they refused, saying the employee's shift was ending. I suggested they call me back the next day, but they said they'd send me an email instead. Since I hadn't left any email address, I didn't receive any response. However, I did notice that I'd received 2,000 bonus points from M.Video.

On December 28, I saw that the status of my order had changed, stating that the product had been moved to somewhere (I'm not sure where). I also received a message with a photo of the soundbar, claiming it was a display model in perfect condition. I was eagerly waiting for the product, but it never showed up in the M.Video app. I called customer support again, and they couldn't explain the status change. They suggested I pick up the product from a store in Kirishi or Volkhov – I couldn't believe it.

I'm left wondering what M.Video is thinking. Do they have any idea about the local area? The final nail in the coffin was when they told me that the product was just a display model, and its condition was unknown. I realized that customer support was a lost cause, and I ended our conversation.

To this day, the product is still listed for sale in the M.Video app at the store on Savushkina Street, with no mention of it being incomplete.

My experience with M.Video was a disaster. I lost 5-6 hours of my life, my nerves, and the chance to give my family a wonderful gift. I also wasted money on transportation costs. If you're thinking of buying from M.Video, please read my story and think twice.

I'm extremely disappointed in the service I received from M.Video. The lack of communication, the incomplete product, and the poor customer support are just a few reasons why I wouldn't recommend this company to anyone. I hope that M.Video will take my feedback seriously and make some changes to improve their service.

As a customer, I expect a certain level of service when I'm making a purchase. I expect to receive the product I ordered, in the condition I was promised, and with a reasonable level of communication. M.Video failed to deliver on all of these fronts, and I'm left feeling frustrated and disappointed.

Has M.Video learned from my experience? I doubt it. But I hope that by sharing my story, I can prevent others from going through the same nightmare. If you're considering buying from M.Video, please be aware of the potential pitfalls and think carefully before making a purchase.

Rating: 1/5 stars

Pros: None

Cons: Incomplete product, poor customer support, lack of communication, wasted time and money

live_helpFeatured FAQ

What happened when you tried to pick up your Samsung HW-C450 soundbar from the M.Video store on Savushkina Street, 141?

When I arrived at the store, I was told that the product was incomplete, missing the remote, cable, and mounting brackets. I was shocked and disappointed by this news.

Did you receive any communication from M.Video about the status of your order?

I was promised an SMS with the product's condition, but it never arrived. I had to rely on the app and the salesperson for information, which was unreliable and unhelpful.

How did you feel about the service you received from M.Video?

I was extremely disappointed and frustrated by the lack of communication and follow-through. The experience was a complete disaster, and I wouldn't recommend M.Video to anyone based on this experience.

Did you get any help from the store manager?

Yes, the store manager eventually intervened and offered to help resolve the issue. However, their assistance came too late, and the problem was already resolved in a way that wasn't satisfactory to me.

What do you think M.Video could have done differently to prevent this issue?

M.Video could have communicated more clearly and effectively with customers, especially when it comes to order status and product availability. They could also have taken steps to ensure that products are complete and ready for pickup.

Would you recommend M.Video to others?

Based on my experience, I would not recommend M.Video to anyone. The service was poor, and the experience was a disaster.

What was the final outcome of your experience with M.Video?

Unfortunately, the experience ended in disappointment, with me having to travel a long distance to the store only to find out that the product wasn't ready for pickup. I was left feeling frustrated and disappointed.

Do you think M.Video will learn from this experience?

I hope so. M.Video needs to take steps to improve their communication and service to prevent issues like this from happening in the future.

check_circlePros

•The M.Video app has a user-friendly interface, making it easy to navigate and place orders.
•The store on Savushkina Street, 141, has a wide selection of products, including the Samsung HW-C450 soundbar.
•The salesperson I spoke with was polite and tried to assist me, even if they didn't have all the answers.
•The store manager eventually intervened and offered to help resolve the issue.
•I was able to track down the product's status and get some information about the missing components.
•The M.Video app allows you to check the availability of products at specific stores.

cancelCons

•The service was a complete disaster, with a lack of communication and follow-through.
•The product was incomplete, missing essential components like the remote and cable.
•I had to waste time and effort to resolve the issue, which was frustrating and disappointing.
•The salesperson seemed unaware of the problem and kept blaming me for not receiving the SMS.
•The store manager's intervention was too little, too late, and didn't adequately address the issue.
•I had to travel a long distance to the store, only to find out that the product wasn't ready for pickup.