Zavvi - Retailer chat [Europe]

BradG1984 · Jun 18, 2014

kingkarl1967 said:
Rude & Abusive !

I have put up with damage for 16 months and sent photo's after photo's to prove damage and basically been called a liar.
All you keep getting is we will improve the way we operate , I think you must have the patience of an angel if you would be calm after about 40 damaged products !

Sorry fella but enough is enough and even worse is they simply can't be replaced.

Zavvi are a company that does not care for any customer just profits and more profits.
NO CUSTOMER PHONE NUMBER and DISHONEST about their products and the REPLACEMENT service is an utter shambles

Totally understand your frustrations mate, and am 100% on your side. But I think Mnemeth is referring to the language you use in your emails.

Not wanting to antagonise, I just think that by swearing you're not doing yourself any favours - almost belittling yourself with such language. Don't get me wrong, I swear constantly - bordering tourettes! But when dealing with a Business as a consumer, I find you get better results when offering a well worded and thought out argument rather than letting rage take over.

Just my 2 cents for what it's worth

Please video your trip to Zavvi though, I've got a feeling it would go viral when it kicks off! :naughty:

SimonLDT · Jun 18, 2014

Hope that post doesn't get deleted because that is a true representation of how Zavvi operate and it's shocking.

However, I do agree with mnemeth that it does come across as being quite abusive. I know it's frustrating but IMO it won't help at all. There are many ways to come across angry but without getting abusive.

It would be great if you do go there in person and get some real answers, would love to hear what happens.

mnementh · Jun 18, 2014

Totally agree. There are ways of venting which don't resort to the levels you went to. There are companies which in receipt of those emails would have just cancelled your account, so while I'm not defending Zavvi they should be acknowledged for keeping up a dialogue with you

kingkarl1967 · Jun 18, 2014

BradG1984 said:
Totally understand your frustrations mate, and am 100% on your side. But I think Mnemeth is referring to the language you use in your emails.

Not wanting to antagonise, I just think that by swearing you're not doing yourself any favours - almost belittling yourself with such language. Don't get me wrong, I swear constantly - bordering tourettes! But when dealing with a Business as a consumer, I find you get better results when offering a well worded and thought out argument rather than letting rage take over.

Just my 2 cents for what it's worth Please video your trip to Zavvi though, I've got a feeling it would go viral when it kicks off!

Thanks mate
I ain't normally abusive but just had enough of this company now !
It's a utter joke and I think most people would start swearing and ranting after dealing with a non existant customer service team that couldn't give a toss.
It must be 40 + steelbooks now over 16 months or more and the hassle you have with these muppets is unreal trying to explain your position over damage.

---------- Post added at 11:28 AM ---------- Previous post was at 11:25 AM ----------

SimonLDT said:
Hope that post doesn't get deleted because that is a true representation of how Zavvi operate and it's shocking.

However, I do agree with mnemeth that it does come across as being quite abusive. I know it's frustrating but IMO it won't help at all. There are many ways to come across angry but without getting abusive.

It would be great if you do go there in person and get some real answers, would love to hear what happens.

Cheers Simon
If no one is willing to stand up against this shoddy service then nothing will ever get done , it's been going on long enough to make even the HULK struggle to contain himself.

As you all can see they just tell you a pack of lies after lies !

pmwhelan · Jun 18, 2014

Why do you keep buying from them if they've supplied you with 40+ damaged steels?

kingkarl1967 · Jun 18, 2014

Just opening a case with Cheshire trading standards on the phone right now.
Booking an appointment to go to see them with all my evidence and correspondence.

---------- Post added at 11:32 AM ---------- Previous post was at 11:32 AM ----------

pmwhelan said:
Why do you keep buying from them if they've supplied you with 40+ damaged steels?

Might be exclusives we can't get anywhere else fella.

mnementh · Jun 18, 2014

The front line staff are the wrong people to get frustrated at.

Its the shoddy warehouse staff who cause the spine slashes, and management who should take stock of themselves.

I seem to remember HDN did an interview with someone from Zavvi a while back. They need to do this again but canvas questions first from the members here.

serjitank · Jun 18, 2014

what I dont get is why they keep saying either the brown boxes were a trial or they shouldnt have been used... and yet we keep getting steels delivered in them. I just had Filth come yesterday in one all dented up.

metal hunter · Jun 18, 2014

I think if somebody is so "pissed off" from a retailer, he/she should not order from this retailer anymore. However, I guess this belongs to the retailer thread.

kingkarl1967 · Jun 18, 2014

mnementh said:
The front line staff are the wrong people to get frustrated at.

Its the shoddy warehouse staff who cause the spine slashes, and management who should take stock of themselves.

I seem to remember HDN did an interview with someone from Zavvi a while back. They need to do this again but canvas questions first from the members here.

That's fine mate about warehouse staff etc , but everytime I have communication with Zavvi they say we will get on to the warehouse staff and nothing as changed.
Case just opened with Trading Standards and reference number obtained , will keep you posted.

pmwhelan · Jun 18, 2014

kingkarl1967 said:
Might be exclusives we can't get anywhere else fella.

Yes but they're damaged exclusives.
You're still continually buying products that arrive damaged.

---------- Post added at 04:54 AM ---------- Previous post was at 04:53 AM ----------

kingkarl1967 said:
That's fine mate about warehouse staff etc , but everytime I have communication with Zavvi they say we will get on to the warehouse staff and nothing as changed.
Case just opened with Trading Standards and reference number obtained , will keep you posted.

Contact your credit card company too.
I'd only give Zavvi so many chances to put it right.

MrBMT · Jun 18, 2014

kingkarl1967 said:
No copies left , Hmmmmmm a bit strange that they have them right now on Amazon via Zavvi outlet despite in my chat transcript above they telling me they pulled them down.

http://www.amazon.co.uk/gp/product/B00KP94O9E/?tag=hidefnin-21

I ordered it on Monday via Zavvi Outlet in the hope of replacing my damaged copy from eBay and it was dispatched yesterday, so they're clearly lying when they say they have no stock.

Having seen your post I'm now really hoping I don't get a damaged customer return. :ohno:

If I do that's going straight back.

Travis Bickle · Jun 18, 2014

It seems that Zavvi are a company where no one has any power to do anything. No one seems to get anywhere with emails & when they say it will be passed on to someone or investigated I bet that nothing actually happens. The assistants you speak to through emails will have no authority to make decisions & just give you a standard apology.I reckon the mark up on steelbooks must be massive they sell some for £7.99 & still profit. As I've said before they don't get the collector aspect of it all to them it's just a Bluray in a tin box.
I have 8 preorders with Zavvi & 3 of those I really want I can live without the other 5 but the first steel that arrives in a mailer with damage will be a full refund & I will close my Zavvi account.My last two orders from Amazon FR & Amazon DE all arrived in cardboard mailers the difference is with Amazon they have a more efficient customer service system but I have had many an issue with Amazon over packaging & mistakes.
The main problem is Quality Control standards these days is really lacking I have had issues with many items from cds to clothing & shoes many things you see on the high street are far from perfect/mint everything is mass produced.
It wouldn't surprise me if trading standards get nowhere with Zavvi I really hope they do but I won't hold my breath.
I once worked for a company where we were told never to accept liability even if something went wrong & it was your fault. No one takes responsibility anymore.

kingkarl1967 · Jun 18, 2014

Just this minute had a call from trading standards and they are very interested in speaking to me with all the complaints I can show them.
Will be going to see them shortly at the local offices with all my evidence.

Travis Bickle · Jun 18, 2014

kingkarl1967 said:
Just this minute had a call from trading standards and they are very interested in speaking to me with all the complaints I can show them.
Will be going to see them shortly at the local offices with all my evidence.

Good on you I hope you have some success if they resolved the packaging issue a lot of HDN members would be very happy.

UpsetSmiley · Jun 18, 2014

I'm no defender of Zavvi, but I still think it's slightly unfair that Zavvi are getting all the shtick about the cardboard envelopes (can't believe I'm saying this since I whinge and rant about Zavvi a lot!) I've ordered from several places who ship using cardboard envelopes, formerly Sainsburys but now FoxDirect and Base.com! So if Zavvi are going under fire for it then so should all of them.

They sure can crank up the price of steelbooks but to crank up the quality of packaging seems like a tough endeavour for some reason.

TobGud · Jun 18, 2014

UpsetSmiley said:
I'm no defender of Zavvi, but I still think it's slightly unfair that Zavvi are getting all the shtick about the cardboard envelopes (can't believe I'm saying this since I whinge and rant about Zavvi a lot!) I've ordered from several places who ship using cardboard envelopes, formerly Sainsburys but now FoxDirect and Base.com! So if Zavvi are going under fire for it then so should all of them.

They sure can crank up the price of steelbooks but to crank up the quality of packaging seems like a tough endeavour for some reason.

well.. I TOTALLY complain about others as well...
recieved some amazon.fr SteelBooks in those crappy envelopes and/or other crappy packaging (and NOT in the usual SteelBook specific amazon packaging) - the BIG difference here is... amazon has EXCELLENT A++ customer service - I´m getting a reply within a few hours (lately within the hour), I do NOT need to send pictures... a replacement will be shipped immediately (in better packaging) - they either do NOT ask for the damaged goods back or will refund your return postage 100% .. no questions asked
I try to avoid ordering from base, play and the few times I actually buy from ebay/marketplace I´ll always tell them to send very well protected and usually they do... otherwise I´ll have amazon/paypal to complain and so far I did NOT have to bend over backwards like you´ll have to with zavvi to get treated as a valued customer...

I can´t really complain about the Zavvi replacements for SteelBook.. so far they´ve been fine and handled in a timely manner (kinda sorta with the usual hoops you´ll have to jump) but they can get really nasty with long standing customers tho....

I´ve ordered a blu-ray advertised as limited edition with exclusive lenticular slipcase.... what I got was just an ordinary keepcse.. no slipcase and sure as hell not a lenticular one...
-complained
-2 day wait
-10% refund offered
-NO THANKS - I want the edition I have ordered or return for full refund
-2 day wait
-15% refund offered
-NO THANKS - I want the edition I have ordered or return for full refund
-2 day wait
-please return for a full refund.. here´s what you´ll have to do.. 15% of item value will be refunded for return postage (which would actually cost just about as much as the item I´ve bought)
-yeah .. right... I TOTALLY can send it back with the requested REGISTERED airmail postage to a foreign country and pay only £0.85 for it...
-2 day wait
- complained some more with the result that the next customer service thingy told me I won´t get ANY OF THE RETURN POSTAGE REFUNDED
-after that I´ve had about as much as I was willing to take after emailing back and forth for 2-3 weeks already... told them I´d either get a FULL REFUND for the item AND the return postage or I´ll take it up with my credit card company since I´ve got all the proof I needed and had all messages and emails saved.. + I migt have to think about if I´d want to continue to shop at their website and might have to think about all my pre-orders as well because I don´t feel comfortable shopping where I´m clearly not very valued anymore...
- got an email back within hours with sincere apologies.. please keep the item.. don´t return it.. and here´s your refund...
..just silly...

all these discussions, stalling, offereing tiny partial refunds a few times, several times asking for photos or debating the damage totally reminds me of this: http://www.youtube.com/watch?v=4vuW6tQ0218

UpsetSmiley · Jun 18, 2014

TobGud said:
well.. I TOTALLY complain about others as well...
recieved some amazon.fr SteelBooks in those crappy envelopes and/or other crappy packaging (and NOT in the usual SteelBook specific amazon packaging) - the BIG difference here is... amazon has EXCELLENT A++ customer service - I´m getting a reply within a few hours (lately within the hour), I do NOT need to send pictures... a replacement will be shipped immediately (in better packaging) - they either do NOT ask for the damaged goods back or will refund your return postage 100% .. no questions asked
I try to avoid ordering from base, play and the few times I actually buy from ebay/marketplace I´ll always tell them to send very well protected and usually they do... otherwise I´ll have amazon/paypal to complain and so far I did NOT have to bend over backwards like you´ll have to with zavvi to get treated as a valued customer...

I can´t really complain about the Zavvi replacements for SteelBook.. so far they´ve been fine and handled in a timely manner (kinda sorta with the usual hoops you´ll have to jump) but they can get really nasty with long standing customers tho....

I´ve ordered a blu-ray advertised as limited edition with exclusive lenticular slipcase.... what I got was just an ordinary keepcse.. no slipcase and sure as hell not a lenticular one...
-complained
-2 day wait
-10% refund offered
-NO THANKS - I want the edition I have ordered or return for full refund
-2 day wait
-15% refund offered
-NO THANKS - I want the edition I have ordered or return for full refund
-2 day wait
-please return for a full refund.. here´s what you´ll have to do.. 15% of item value will be refunded for return postage (which would actually cost just about as much as the item I´ve bought)
-yeah .. right... I TOTALLY can send it back with the requested REGISTERED airmail postage to a foreign country and pay only £0.85 for it...
-2 day wait
- complained some more with the result that the next customer service thingy told me I won´t get ANY OF THE RETURN POSTAGE REFUNDED
-after that I´ve had about as much as I was willing to take after emailing back and forth for 2-3 weeks already... told them I´d either get a FULL REFUND for the item AND the return postage or I´ll take it up with my credit card company since I´ve got all the proof I needed and had all messages and emails saved.. + I migt have to think about if I´d want to continue to shop at their website and might have to think about all my pre-orders as well because I don´t feel comfortable shopping where I´m clearly not very valued anymore...
- got an email back within hours with sincere apologies.. please keep the item.. don´t return it.. and here´s your refund...
..just silly...

all these discussions, stalling, offereing tiny partial refunds a few times, several times asking for photos or debating the damage totally reminds me of this: http://www.youtube.com/watch?v=4vuW6tQ0218

I hear you friend. Amazon has unbeatable customer service, prompt response to emails, live chat, phone service. They can afford it I assume.

What grates me about Zavvi, is having to wait until next morning for a reply for it to be "please send pictures to something@somethingmail(dot)com and we will inspect it for you, I do that and no reply, instead I reply to their message with the picture and I get a response. It's slow and grating, but it seems to get resolved in the end. I'm going to try my best to not get reeled in with their Mega Monday offers as I know it's not beneficial in the long run, encouraging the cardboard envelopes etc.

TobGud · Jun 18, 2014

UpsetSmiley said:
I hear you friend. Amazon has unbeatable customer service, prompt response to emails, live chat, phone service. They can afford it I assume.

What grates me about Zavvi, is having to wait until next morning for a reply for it to be "please send pictures to something@somethingmail(dot)com and we will inspect it for you, I do that and no reply, instead I reply to their message with the picture and I get a response. It's slow and grating, but it seems to get resolved in the end. I'm going to try my best to not get reeled in with their Mega Monday offers as I know it's not beneficial in the long run, encouraging the cardboard envelopes etc.

yeah.. while it´s sort of russian roulette if you´ll order SteelBooks @Zavvi.. try to order some multi disc big chunky slipcase.. they´ll send those out in flimsy bubble mailers and they ALWAYS arrive dented/beatup/ripped

Lollard2002 · Jun 18, 2014

Have to agree on amazon. They do have excellent customer service.
Sending you out a new item before they even get the old one back, refunding you the postage for sending the damaged goods back, bothering to answer any queries within hours no mater what site you are on.
Top notch service as far as I'm concerned.

Zavvi - Retailer chat [Europe]

Attachments

BradG1984

SimonLDT

Liquid

mnementh

Nutter Magnet

kingkarl1967

pmwhelan

kingkarl1967

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Nutter Magnet

serjitank

metal hunter

kingkarl1967

pmwhelan

MrBMT

Steelbook Collector

Travis Bickle

kingkarl1967

Travis Bickle

UpsetSmiley

The Ninja with True Grit

TobGud

UpsetSmiley

The Ninja with True Grit

TobGud

Lollard2002

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