Zavvi - Retailer chat [Europe]

wyatt03 · Oct 16, 2013

surfury said:
You would think they might take a little interest bearing in mind you're Staff Andy, there again that sort of thing never stopped them in the past. In their old guise they wouldn't have cared if they got an order from Richard Branson.

Although it might take more than a couple of week's to reach Mr Branson, now that he's moved to Necker Island

Sent from my Galaxy S4

hayemaker · Oct 17, 2013

The way they choose random unrelated auto-replies to queries is something that I've never encountered with ANY other organisation.

I deal with retailers from countries where English is not even the first language, and it's 10 times easier than dealing with Zavvi.

deanoooo81 · Oct 17, 2013

are people have problems with trying to get on there messages on there website?

snooloui · Oct 17, 2013

hayemaker said:
The way they choose random unrelated auto-replies to queries is something that I've never encountered with ANY other organisation.

I deal with retailers from countries where English is not even the first language, and it's 10 times easier than dealing with Zavvi.

Which options do you use to contact them? I always click 'query' then select the item. I then click 'I have a problem with my order' followed by 'Other order problem'. I have contacted them about five times using this method and each time I got a response that actually seemed relevant to the question I was asking :thumbs:

hayemaker · Oct 17, 2013

snooloui said:
Which options do you use to contact them? I always click 'query' then select the item. I then click 'I have a problem with my order' followed by 'Other order problem'. I have contacted them about five times using this method and each time I got a response that actually seemed relevant to the question I was asking

Yeah pretty much. I clicked query, cancel entire order, and checked the items I wanted to cancel. Given that you don't have to type anything in and are selecting from drop down lists and check boxes, there isn't actually any room for them to misinterpret what I wanted. Or so I thought.

They replied asking me what I wanted to return. 3 replies later and its sorted.

harry · Oct 18, 2013

Received these today from Zavvi EEK!

did not even have to open it to get the steelbook out

at least the steelbook came in perfect condition

bigducknfish · Oct 18, 2013

A couple of Box Sets arrived today in paper-thin package - no protection at all - and were damaged as a result. Adequate packaging to send from England to Australia?

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I emailed ZAVVI under the category "I have received a damaged item", explaining the damage.

Here's the ZAVVI reply: "Thank you for getting in touch to let us know that you have not yet received your full order.

This was sent to you on 8-Oct-2013 and delivery can take up to 30 days.

If you have still not received the order by 8th November, please let us know so that we can investigate this for you.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards," EEK!

BluSteel2012 · Oct 18, 2013

Tsk tsk tsk! WTF? :confused:

Shocking customer service.

dv8mad · Oct 18, 2013

harry said:
Received these today from Zavvi

did not even have to open it to get the steelbook out

at least the steelbook came in perfect condition

That's impossible! :BS:

WAITAMINUTE.... EEK!

I see what's going on here.

apsmith21 · Oct 18, 2013

apsmith21 said:
Still waiting for my little mermaid that shipped on release day to arrive.

I got die hard just fine and it shipped 2 weeks later.

Sent two messages to Zavvi and no response.

surfury said:
You would think they might take a little interest bearing in mind you're Staff Andy, there again that sort of thing never stopped them in the past. In their old guise they wouldn't have cared if they got an order from Richard Branson.

I haven't pulled that card yet Dave.

I've taken on slightly damaged steels before with no complaint. But I have one missing now.

I did get a response, and now I'm navigating filling out the form that states I didn't get it, emailing the right address and waiting for them to begin the investigation.

I did not realize the commitment it takes to start a process that should not be this hard to do - seriously people, it's one steelbook and I've ordered a lot from them.

paulboland · Oct 18, 2013

apsmith21 said:
I haven't pulled that card yet Dave.

I've taken on slightly damaged steels before with no complaint. But I have one missing now.

I did get a response, and now I'm navigating filling out the form that states I didn't get it, emailing the right address and waiting for them to begin the investigation.

I did not realize the commitment it takes to start a process that should not be this hard to do - seriously people, it's one steelbook and I've ordered a lot from them.

Have you tried contacting Zavvi by using Facebook Private Message as I find you get better response that way

RickB84 · Oct 18, 2013

In my zavvi basket I've got Toy Story 1, jungle book and I Robot for a total of £32.94. It says discount added of -£9.99 and discount added of -£13. No idea what I've done but hitting that order button!

wjasoncul · Oct 18, 2013

RickB84 said:
In my zavvi basket I've got Toy Story 1, jungle book and I Robot for a total of £32.94. It says discount added of -£9.99 and discount added of -£13. No idea what I've done but hitting that order button!

JB gets automatically discounted down to 9.99 when you order it with Toy Story 1

REAgombar · Oct 18, 2013

wjasoncul said:
JB gets automatically discounted down to 9.99 when you order it with Toy Story 1

Yeah but this means you get irobot for £3!

wjasoncul · Oct 18, 2013

wjasoncul said:
JB gets automatically discounted down to 9.99 when you order it with Toy Story 1

REAgombar said:
Yeah but this means you get irobot for £3!

I'm wrong. It's showing Jungle Book as Free EEK!

Antman · Oct 18, 2013

It appears if you add TS1 and Jungle Book - Jungle Books is now free??

GER · Oct 18, 2013

This time i got a damaged SB...(2 weeks ago)

My experience with Zavvi:

I emailed Zavvi under "I have received a damaged item" and explained the damage.

Zavvi:

Hello R,

Thank you for getting in touch about order ########.

We have now reviewed your pictures and a replacement has been requested, this shoudl be despatched within 24hrs.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Zavvi.com Customer Service Team

Then I asked what I should do with the damaged SB?

Zavvi:

Hello R,

Thank you for getting in touch about your recent order,

As good will please feel free to keep the Steelbook, and we hope you accept our sincere apologies.

Again we are very sorry for any inconvenience caused.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Zavvi.com Customer Service Team

It was the first time that I had to complain about.
Today i received my SB in mint condition! :oohyeah:

I am satisfied with the customer service... :thumbs:

zoneism · Oct 18, 2013

Antman said:
It appears if you add TS1 and Jungle Book - Jungle Books is now free??

Yes, appears it is

Flloydo · Oct 18, 2013

I seem to have got jungle book for free too!

RickB84 · Oct 18, 2013

I'm tempted to order another copy of each! I used topcashback aswell for 4.2% back

Zavvi - Retailer chat [Europe]

Attachments

wyatt03

LONDON NINJA

hayemaker

deanoooo81

snooloui

The 'Negative' Ninja

hayemaker

harry

bigducknfish

Exodus 8:2

BluSteel2012

dv8mad

Fulfilling

apsmith21

Operations Director

paulboland

Contributor Steels/Arrow

RickB84

wjasoncul

REAgombar

wjasoncul

Antman

Steelbook Avenger

GER

zoneism

Steel Player

Flloydo

That's not a skirt girl, that's a sawn off shotgun

RickB84

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