Zavvi - Retailer chat [Europe]

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**Retailer charges cards when items ship

Per update received at HDN, starting with August 4,2014 releases, Zavvi will ship in boxes again.

[email protected]

Possible contact #s:

- 08442 640702
- 01606 336169
- 08442 439088

Thanks yeslek!

Current packaging is a cardboard mailer with the steelbook usually wrapped in either a layer of bubble wrap or foam

Spoiler: Past Packaging Updates

Update 9/5/2013:

https://www.hidefninja.com/forums/showpost.php?p=753977&postcount=1732

Current packaging-thanks dv8mad:

Spoiler

Previous packaging:

Spoiler

3/20/2013 Comparison of Play's old packaging to Zavvi's new packaging-thanks Zesty!

14/03/2013 By Wreck:
I now have confirmation that I can announce ... for all those worried about future packaging from Zavvi. My Play contact has been working with zavvi as well on this mission for better packaging. Between the 3 of us and the future comments from this community after its in place I'm sure it will be go over well.

View attachment 29368
from the pick line .........
foam inside

Spoiler

1/19/2013 Member Nyvo tweeted Zaavi about packaging concerns. They said they may be looking into alternate packaging methods.

http://www.zavvi.co.uk​

Zavvi shipping international list:
Zavvi UK

Box update1- 1/7/2014

Spoiler

https://www.hidefninja.com/forums/showpost.php?p=872703&postcount=2421

Box update 2-1/17//2014-we're told they have boxes again.

 

[poweredbysteve]

For everyone not opening there v for vendetta steelbook . Got mine yesterday in the same crap brown mailer as everyone else. The package actually wasn't to beat up. Took out my v for vendetta and it looked flawless in the cheap plastic wrap, no spine slash, no visible dents. I opened it later that night and the whole back is dented up. Theres about 7 dents total that were behind the j card. well at least i got 10% off my next dented steelbook
Thanks zavvi

 

[DasFueller]

I think Zavvi is just stupid. Let's say they save 0,10€ per packaging (and this may be a way too high expectation). Then they have a total cost reduction of 250€ for the complete batch of 2500 Vendetta Steels. From the Ninja thread and others I guess they will receive at least 100 returns and at least 100 refunds (and this may be a way too low expectation). This sums up to several thousand €. So you don't have to be a rocket scientist to realize this is bullshit.

 

[D4vem88]

I ordered this when it went live and cancelled before the release date and still got the email with the 10% code.

 

[hansgruber]

Sorry people
I think it runs a little out of hand here.
I am very sad for all who have received a damaged Steelbook.
But can we please discuss the problems due to the bad packing in the proper thread.

Zavvi - SteelBook Retailer Thread

Thanks to all greetings from France.

Nobody goes to the retailer thread. Until someone close to zavvi provides an update on this packaging fiasco it should be discussed on EVERY zavvi thread. It should also be posted on the OP of all zavvi preorder threads as well until more info is gathered. From what people have been reporting close to half of deliveries in these new mailers are damaged in some way. Plus there are members probably not aware of this yet. This is a big deal and should not be swept under the carpet in the retailer thread.

 

[movieknight]

..these white boxes.. every second of them arrives kinda open over here and I´m quite surprised that hasn´t happened to me already.. so far the SteelBook was always still inside *fingers crossed*


...having said that ..it would be GREAT if we could get an OFFICIAL Zavvi statement in here SOON how they´re going to send out SteelBooks from now on...

I am sure this "experiment" can be considered a TOTAL FAILURE and I HIGHLY doubt that piece of "foam" would have changed any outcome...
if this cardboard mailer with that piece of toilet paper "foam" is the way they´re going from here on out I´d like to know NOW because I would immediately cancel the majority of my pre-orders as I don´t find this "russian SteelBook roulette" very entertaining

You are bang on... what good is any discount if they are going to continue to send the items in the cardboard mailers? I agree that a small piece of foam in the cardboard mailer would have little effect. I have had good luck with the regular sized boxes and foam.

 

[Pushing Tin]

I just do not understand why they'd consider changing packaging to these wrap-around mailers with the same foam they used with the boxes. Both types of packaging fall into the same price bracket range for post office charges, so where exactly are the savings? I don't see the boxes being much more expensive either, especially when buying in bulk from a supplier.

The boxes, although not perfect (bit too small imo) are surprisingly sturdy and do help against dings and dents. These wraparounds do nothing because they're too flimsy and the corners are too soft.

I think they save a lot on the protective foam! They now can "protect" 4 steelbooks with the protective foam they used formerly for just one. So that cuts the costs to 1/4!

Two days ago I've sent Zavvi a complain about Good, Bad & Ugly being shipped in a cardboard envelope. Here's the answer:

"Hello,

Thank you for getting in touch about our steelbooks.

We are currently trying new shipping methods.

Unfortunately I am unable to advise whether this will be a permanent shipping method or whether it will change in the future.

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,
Nathan"

Who said there was anything wrong with the old shipping method? So guess this was supposed to be helpful and he is happy now. I probably made his day!

 

[blu-steel]

Was Zavvi voted best steelbook retailer for 2013 on this site?

 

[raven76]

If they really think of using these cardboard sleeves with a little foam, good luck zavvi
There will be a wave of people wanting replacements or refunds and it will go back to the old packaging!!! (or at least that's what I hope )

 

[thewoe]

They got quite a few imports on there site now. Glad they are importing them

 

[keyjey]

Got an strange offer email from Zavvi "Extra 10% off when you spend over $70". Never seen zavvi using US $$

 

[dominic]

If they continue using these rubbish envelopes then I won't be placing any more orders with them.Sort it out zavvi or do a paid delivery option and give us a choice of packaging!

 

[mikezero]

I received two X-Men steels in the brown cardboard mailers, no foam inside either, thankfully they were undamaged but never again will I order from them.

 

[Pushing Tin]

Tried to apply the Vendetta discount code to the Jumpstreet 21 & 22 deal (5 GBP discount if bought together), but it didn't work. Any idea why? Is it because of the already discounted price?

There was no comment about code not being valid or not applicable. It simply didn't show up after pressing enter.

 

[Jondog21]

Tried to apply the Vendetta discount code to the Jumpstreet 21 & 22 deal (5 GBP discount if bought together), but it didn't work. Any idea why? Is it because of the already discounted price?

There was no comment about code not being valid or not applicable. It simply didn't show up after pressing enter.

Same issue here. I added another title to my basket and it did give me the 10% off of the additional title, so I'm guessing because they are already "discounted" the coupon doesn't apply.

 

[UpsetSmiley]

In Zavvi's defence, they're not the only ones shipping in cardboard envelopes, just received something from FoxDirect at Play.com. Which had the exact same style of packaging. I hope this is not becoming the norm now!

 

[PKAVFC]

enjoy:

In a nut shell, I get offered 10%, reject and now they cant see the damage and I have been sent a returns label.

You really cant reason with Stupidity.

Zavvi: Home of Stupid



Sent by: You. 02 June 2014, 17:59



Issue: I have a problem with my order
Details: I have received a damaged item
Additional: I would prefer a refund
Customer info:
Hi, this is the other copy of the same title, with a scratch along the front. It has no dents, so is the better of the two sent - again in a cardboard envelope, so this had no protection

Please could you offer a partial refund and make this an acceptable one. I have to send one back now anyway, so it would be very much appreciated

Thank you




Sent by: zavvi. 03 June 2014, 14:45


Hello Paul,

Thank you for getting in touch about V for Vendetta

Could you please highlight the damage, as unfortunately I cannot see any damages on this picture.

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,
Nathan


Zavvi.com Customer Service Team




Sent by: You. 03 June 2014, 18:09


There is a scratch going down from the 3 knives near the middle of the steelbook, all the way down to the bottom of the steelbook.

Please appreciate this is a black gloss steelbook, so it always difficult when capturing the damage, due to the reflection from the light





Sent by: zavvi. 04 June 2014, 15:17


Hello Paul,

Thank you for contacting us regarding 37512691

We have received your photos of the damaged item and would like to apologise that the item was received this way.

As a gesture of goodwill we would like to offer a refund of 10%. Please can you let us know if you are happy to accept this partial refund?

Once requested this would be returned to your account within 3-5 working days.

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,
Emma

Zavvi.com Customer Service Team


Sent by: You. 05 June 2014, 17:45


I cannot accept this offer. It is unacceptable. You have even offered other members of hidefninja 50% so why am I so different?

I purchased two copies of this steelbook, but as a result of Zavvi's incompetence, I received both damaged. All this because someone decided sending it in a cardboard envelope was sufficient protection.

This is a sold out title, so I can't have another copy. I request someone takes a good look at the issues you have caused so many collectors.

If you need to escalate this to a customer service executive, then please do so. I cannot accept 10% that is a bit of an insult. You have sent "sorry" 10% discount codes out today and yes! I did not get one.

I have cancelled the majority of my pre orders as a result of this fiasco. Depending how this is dealt with, I will cancel any other remaining orders I have.

I hope to hear from you soon



Sent by: zavvi. 06 June 2014, 15:18


Hello Paul,

Thank you for contacting us to arrange a return.

I am very sorry the steelbook has arrived with yourself damaged. Sadly the image on site still does not show the scratches, I understand it is difficult to get the images as the product is gloss and due to this we ask you to return this to us for a full refund as you do not wish to accept our partial.You will shortly receive another email which contains instructions on how to return your goods and a copy of our returns form.

For the type of return you require we offer a free Collect Plus service.

Please return the goods to us using the Collect Plus label we have emailed to your account. The label should be attached to the outside of the parcel to ensure that the return is free of charge.

Please ask for a tracking number when sending the parcel back to us and keep a reference of this number until your return has been received and processed.

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,
Kerry

Zavvi.com Customer Service Team




Sent by: You. 06 June 2014, 16:05


original message has not been sent, so here I go again:

Kerry,

If you cannot see the scratches, why have zavvi previously offered me 10% If you cannot see the damage, then there is no offer. I am correct here, right?

You are basically saying there is no damage, so I am a liar. Now, would a reasonable person, who say, had no damage to a steelbook, send in photo's get offered 10% but then decline?

Probably not. However, you have decided to put it upon yourself to decline any further offer and even be so kind to send me a returns label. The funny thing is, I don't actually recall requesting one of those. Its rude to make assumptions, especially in the customer service sector.

Just to clarify, I wish to make a complaint about your approach to the above. I have spoken to someone called Chris Hill in the past, who was very helpful. I spoke to him over the phone - you guessed it, over more damage steelbooks.

Again, please escalate this to a team leader please. Thank you

 

[dominic]

Both my copies have the paint stretching marks.So i sent zavvi the same message for each copy yesterday.I got two different replies today.One person offered me a 15% partial refund and the other person couldn't see the damage (which was Kerry).Sent them another photo...

 

[augustus]

In Zavvi's defence, they're not the only ones shipping in cardboard envelopes, just received something from FoxDirect at Play.com. Which had the exact same style of packaging. I hope this is not becoming the norm now!

As do all of Amazon's European sites when only single steelbooks are ordered. Over the last week, Amazon.fr have had lightning deals on a number of steelbooks, including the Fox lenticulars "Prometheus", "Life of Pi" and "Titanic", all at Eur 14.99 each. Unfortunately, the offers were on different days so I had to order them individually and all came in A1 mailers. Thankfully, all arrived free from damage.

As regards the item causing all the current furore, the Zavvi "V for Vendetta". I dipped out on this title when first made available for pre-order and again when briefly re-listed. What a stroke of luck that turned out to be! So I decided to keep an eye on the Amazon.es site and when it briefly re-surfaced for pre-order, jumped in and ordered it, together with the Spanish "Looper" steelbook. The latter came in the 'frustration free packaging' so both titles were shipped in a large box and arrived in perfect condition.

I also took the opportunity to order "Mars Attacks" and "Beetlejuice" from Amazon.es when they briefly re-appeared for pre-order. However, in this instance, instead of being sent in a large box, they arrived in an A2 mailer! Fortunately, they arrived free from damage.

I have also received steelbooks in A1 mailers from Entertainment Store, Fox Direct, Speedy Hen, as well as Zavvi, and probably a few others besides. So it is a bit of a lottery all round. Fortunately, all those shipments arrived without problems but I know my luck can't last forever.

I must assume that the majority of items sent out in A1 and A2 mailers arrive safely, as did mine, and that only a relatively small percentage get damaged. Also, that the cost of recompensing the minority of customers with damaged items is outweighed by the savings in shipping costs. I take it that the same logic applies to Amazon.com and Amazon.ca sending out their steelbooks in Jiffy Bags. At least Zavvi hasn't gone down that route.

I've been lucky so far but like everyone else here, I'd prefer it if all my steelbooks came in cardboard boxes. Hopefully, Zavvi will take notice of all the complaints but I'm not holding my breath.

 

[digitalbabe]

Was Zavvi voted best steelbook retailer for 2013 on this site?

No, we have never hosted a retailer vote.

 

[psychoscot]

As do all of Amazon's European sites when only single steelbooks are ordered. Over the last week, Amazon.fr have had lightning deals on a number of steelbooks, including the Fox lenticulars "Prometheus", "Life of Pi" and "Titanic", all at Eur 14.99 each. Unfortunately, the offers were on different days so I had to order them individually and all came in A1 mailers. Thankfully, all arrived free from damage.

As regards the item causing all the current furore, the Zavvi "V for Vendetta". I dipped out on this title when first made available for pre-order and again when briefly re-listed. What a stroke of luck that turned out to be! So I decided to keep an eye on the Amazon.es site and when it briefly re-surfaced for pre-order, jumped in and ordered it, together with the Spanish "Looper" steelbook. The latter came in the 'frustration free packaging' so both titles were shipped in a large box and arrived in perfect condition.

I also took the opportunity to order "Mars Attacks" and "Beetlejuice" from Amazon.es when they briefly re-appeared for pre-order. However, in this instance, instead of being sent in a large box, they arrived in an A2 mailer! Fortunately, they arrived free from damage.

I have also received steelbooks in A1 mailers from Entertainment Store, Fox Direct, Speedy Hen, as well as Zavvi, and probably a few others besides. So it is a bit of a lottery all round. Fortunately, all those shipments arrived without problems but I know my luck can't last forever.

I must assume that the majority of items sent out in A1 and A2 mailers arrive safely, as did mine, and that only a relatively small percentage get damaged. Also, that the cost of recompensing the minority of customers with damaged items is outweighed by the savings in shipping costs. I take it that the same logic applies to Amazon.com and Amazon.ca sending out their steelbooks in Jiffy Bags. At least Zavvi hasn't gone down that route.

I've been lucky so far but like everyone else here, I'd prefer it if all my steelbooks came in cardboard boxes. Hopefully, Zavvi will take notice of all the complaints but I'm not holding my breath.

That's really strange as I order from Amazon De and Fr almost weekly and have never received an A1 envelope lol