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.

 

[lgans316]

Hi Bud,

I would do these.

1. Notify Zavvi about the situation.
2. Wait for 2~3 weeks
3. If item doesn't show up then contact Zavvi again for a refund or a replacement.

You can open dispute at PayPal if:

1. 30 days have gone since you were charged
2. There is no reply from customer service on or before the 35th day as you can't open dispute after the 45th day.

This way PayPal would be able to refund if Zavvi doesn't respond on time. Might sound harsh to some but their customer service can sometimes be so poor that you have wait a month for a decisive action.

 

[Se7enn]

Hi all,

Zavvi home of steelbooks and heartache and despair.

I have bought two items from zavvi recently 300 steelbook and who framed roger rabbit steelbook via there eBay outlet for wfrr.
Both turned up but both were damaged even with new cardboard packaging.
300 slight dint kept it. Roger rabbit paint chipped and dented on reverse and bent slightly.

So I have contacted zavvi been given a returns number but no return address or collect plus return form.
Contacted twice more with no answer,all im asking is for a returns label or return address....so what should I do??

I have over £150 worth of pre ordered steelbooks with zavvi but if its like this every time may stick with forums and other websites who have a much more proficient customer service for dealing with issues and returns.

 

[Bobthesub]

Thought Zavvi had sorted out their packaging, Silence of the Lambs steelbook arrived today in a bloody jiffy bag, luckily no dints, but this is unacceptable. They will soon lose thousands of customers, if they don't get their act together!!!

I seem to recall just before Roger Rabbit was released, someone (Wreck ??) said something along the lines of Zavvi having 2 dispatch warehouses, and the new packaging boxes were at the one where Roger Rabbit and some of the steelbooks were, but the other steelbooks were in the other 'old packaging' warehouse so until they are both supplied with the new style packaging there would be a 'transitional period' where some steels will be in the new packaging and some in the old depending on which warehouse dispatches the item....

 

[snooloui]

I seem to recall just before Roger Rabbit was released, someone (Wreck ??) said something along the lines of Zavvi having 2 dispatch warehouses, and the new packaging boxes were at the one where Roger Rabbit and some of the steelbooks were, but the other steelbooks were in the other 'old packaging' warehouse so until they are both supplied with the new style packaging there would be a 'transitional period' where some steels will be in the new packaging and some in the old depending on which warehouse dispatches the item....

I'm sure he said that any subsequent releases would be sent to the same warehouse as WFRR. This is probably just one that slipped through the net, it's bound to happen occasionally with the volume of items a company has to deal with. The same kind of thing happened when Play.com first started using their new packaging. I don't really care how my Steelbooks arrive just as long as they are mint.

 

[rawdonwhite]

3 of my last 4 steels have come in the new box style (roger rabbit, lady snowblood and collateral) and the other (bad boys) in their cardoard mailer. All arrived in excellent condition

Not sure if that is luck or not (arriving in padded boxes) , or if pretty much all steels will soon arrive that way - hopefully

Also my discs are now arriving much quicker (within a few days). Long may it continue

 

[riddlesNrhymes]

I recently had a weird situation where I ordered the Bad Boys steel from zavvi, it has a ding on the top of it so I returned it and got a refund.

Then the other day I received a package from them (hadn't ordered anything) and it was the Bad Boys steel again. The EXACT same one with the same ding on top. I checked my order history and I definitely hadn't ordered another copy.

Maybe zavvi are fed up of trying to get rid/sell their damaged steels or maybe it was just an error. Pretty strange though!

 

[punking]

I read someone received their order in California in less than a week! I'm now reaching ten days on my first ever order with Zavvi. But I'm sure it'll be fine.... probably.

 

[alumini2004]

Hi All,

Purchased close to 15-20 steelbooks from zavvi and of them only 3 arrived undamaged rest of them are all damaged some even broken , contacted customer service but it has been a month and still no reply from them , this is the most frustrating experience i had in my life , i have raised a dispute from paypal.

Can someone please suggest is there anything else that i can do.?

 

[Steelknight47]

I think it is a problem between zavvi and the US PayPal account. A friend of mine from Korea told me he had no problem ordering from zavvi with his Korean PayPal account.

I'm in the US and Zavvi won't accept my PayPal payment. What a load of bs.

 

[jayhsong]

Just out of curiosity, how damaged is qualified for replacement from zavvi?

I received two copies of War of the Worlds and they both have weird marks on the front. They look like somebody slashes with something hot and the plastic wrap sticks to the steel and doesn't move. I can see some scratches there, but am not sure if they are just wrinkles outside or real scratches unless I remove the seal.

Just an update.

I received an e-mail forwarded from the zavvi message centre only two days after I left a message. They ask me to take some pictures of damaged steelbooks so that they can investigate this issue. I guess the replacement of the damaged steelbooks is now dependent on my photography technics...

 

[TakingYoSteelz]

Thought Zavvi had sorted out their packaging, Silence of the Lambs steelbook arrived today in a bloody jiffy bag, luckily no dints, but this is unacceptable. They will soon lose thousands of customers, if they don't get their act together!!!

Calm down. Wreck said until this new packaging was firmly implemented and had been rolled out properly, there would still be old stock coming from a separate warehouse in the older packaging.

How on earth do you organise a return on zavvi's impenetrable website? Robocop has a spine slash and I want to send it back and get a refund as I don't think the quality is acceptable for a £15.99 item but I might as well try and get a meeting with Dick Jones, the so called message centre is that impossible to use for something as simple as a return.

They'll be getting plenty of returns now that they're "the home of steelbookz" so they really need to sort out their customer service which as it stands is virtually non-existent in my experience.

I have to say, I've noticed a massive change in Zavvi's CS over the past month or so. It definitely was the case that you could be waiting up to a week for a response via message centre. However, I recently contacted them regarding a late item and received a reply within hours. I was asked to follow up a week later - did this last night and received a reply first thing.

Ok new slim line packaging has other advantages.

The SB hadnt even moved from its centre position in the packaging so how snug a fit is that.

Zavvi is racking up bonus points with me on deliverys

I'm a fan of this new packaging, for sure. My WFRR's came in the best condition I've ever received a steel book!

hey guys, I ordered 3 copies of a steelbook and only 2 arrived.

It's been about 6 days since the first 2 showed up - and no sign of the third one yet.

According to my order history, it appears that they shipped all 3.

Any of you had an experience you'd like to share about how good (or bad) Zavvi is about this sort of thing?

Hey mate - they're good. I hadn't received a steelbook as quick as I normally do so shot them a message, someone got back to me asking me to wait the allotted delivery time which I think Internationally was 21 days. It still hadn't arrived so when I got back in touch, they began processing a refund right away. Would've preferred a replacement, but the steel I ordered is still in stock so no dramas!

I read someone received their order in California in less than a week! I'm now reaching ten days on my first ever order with Zavvi. But I'm sure it'll be fine.... probably.

I often receive mine to Australia in around 7 days, but my last couple took about 2 weeks

 

[goufcustom]

Is there any asian members use to order from Zavvi? My first order "DESPATCHED" (I think you knew why I use DESPATCHED )" since Mar 25 till now it still didn't arrive, normally how long should it take to DESPATCH to Thailand?... thank you guys

 

[lgans316]

Hi All,

Purchased close to 15-20 steelbooks from zavvi and of them only 3 arrived undamaged rest of them are all damaged some even broken , contacted customer service but it has been a month and still no reply from them , this is the most frustrating experience i had in my life , i have raised a dispute from paypal.

Can someone please suggest is there anything else that i can do.?

You did the right thing by raising dispute as they never contacted you. Keep contacting them repeatedly. Ultimately Paypal should refund you but Zavvi may block your account if they find out although it is no fault of yours. Customer service at Zavvi is very poor and hope they sort it out.

 

[trinitycorps]

Hey everyone,

I received two more steelbooks from Zavvi, both in perfect condition and I noticed that they sent them with that bubble wrap package (that paper brow outside with the bubble wrap inside)I do not know the name of this kind of package (anyone know?), small but well protected.

Ordered 4 more from them, lets see if my luck holds:

 

[punking]

My second order from Zavvi arrived after being dispatched on the 2nd April, but my first order dispatched on the 26th March is still AWOL.

But look at the packing. No protection at all, just a cardboard envelope. I was not looking forward to opening it. But there's not a scratch on the steel. Very lucky.

 

[nyel24]

well i have ordered a few steels from zavvi before but never had a issue with the old cardboard packaging. today i received a new steel with the new packaging in the white box and it was opened with no steelbook inside. if i contact zavvi about this would they be able to do anything with my case?

 

[TakingYoSteelz]

That's....odd....I've never heard of that happening before. See what they say, but it's your word against theirs...

 

[H11]

May I know how to get them to ship preorder steelbook and steelbook that is already available together in a single shipment? Should I contact their cs? Thanks in advance.

 

[Revolver31]

Well I've just asked zavvi to close my account and cancel all orders/preorders they have messed me around far to much the latest incident in a long string is they sent out the wrong item now they want me to run around cleaning up there incompetence I don't think so.
Even then it would take 4 weeks to be refunded, on top of this latest thing I've had missing orders many many damaged orders (4x roger rabbit sb all damaged for example) I waited 3 weeks for game of thrones it takes ages to get a response from msgs there postage is slow and I could go on with much more instances but you get the idea.

it sickens me that we loose play.com even hmv who had there issues sure but they were better than these cowboys I hope the hut group goes down soon these are without a doubt the worst retailer I've dealt with trying to get the right steel or a mint one at that is like playing the lottery you may get lucky once in a blue moon but that's it.

amazon should get all sb exclusives they don't make these kind of mistakes and there prices are better and even on the rare times they do make a mistake they own up a fix it straight away. I've spend well over £1000 with zavvi and have more that £300 in pre-orders all to be cancelled they would have got a fair bit more money out of me in the future but now they get none I'm done with them.

Imo you should use at your own risk just know this can and will happen to you. And for the record they have not changed and they won't simply because there making money as they are importing cheap dodgy goods providing cheap slow postage and poor customer service they must be operating with a skeleton crew as you never seem to get a response and on the rare times you do it's from the some few people all this is true.

A little story I once sent a msg to zavvi about game of thrones I got no response I then sent a large message no more than 1000 words mind you no that's not allowed anyway 8 messages over 8 days before I got a response.
I think i'll stop there good luck zavvi shoppers I would not wish these issues on anybody .

 

[TakingYoSteelz]

4 damaged Roger Rabbits? You must have got them all then, cos no one here got a damaged Roger steel.