Zavvi - Retailer chat [Europe]

augustus · Jun 24, 2016

Robsonmonkey said:
I was wondering guys, and this might be a stupid bloody question so I apologise but will Britain leaving Europe make it so we don't have to suffer from WW releases where films titles are took off for the European market

Would it be possible for us to get the artwork on the American WW releases? Like for example Star Wars The Force Awakens Steelbook had the title in the US but the title was removed for Europe. Crap artwork either way I know but it did look better with the title.

Just wondering. Surely we won't suffer now because they need to think of everyone in Europe.

Steelbooks released in the Americas are manufactured at Scanavo's US factory. Steelbooks released in the rest of the world, including the UK, are manufactured at Scanavo's European factory.

The UK's secession from the EU won't affect this.

You can, however, look forward to the following. All imports from overseas will now cost more due to the fall in the value of Sterling against all major currencies. A knock on effect will be that there is now a greater probability of packages from outside of the EU being intercepted by Customs, due to their declared value exceeding the limit of £15. Once the UK has formally left the EU, packages from EU countries will also be subject to the same Customs scrutiny as that which currently applies to those from outside of the EU.

Steelbook collecting in the UK has now become an even more expensive hobby than before.

augustus · Jun 24, 2016

dfoles said:
Any chance Brexit will affect Zavvi and their ability to ship to the US for cheap?

Zavvi is based in the Channel Islands which, although British, aren't actually part of the EU. So as far as Zavvi is concerned, nothing has changed.

As an American, however, you will benefit from the fall in the value of Sterling against the Dollar, which will make all purchases from the UK cheaper for you.

Danzigg1979 · Jun 25, 2016

Hi,
Just thought I would share my recent experience with Zavvi.
I pre ordered the Deadpool Steelbook back in Feb, was looking forward to it being not only a Steelbook collector or also a lifelong comic book collector.
So I was disappointed to find my copy was damaged.

DP4

Danzigg1979
Jun 19, 2016

DP3

Danzigg1979
Jun 19, 2016

DP2

Danzigg1979
Jun 19, 2016

DP1

Danzigg1979
Jun 19, 2016

I contacted Zavvi and this is how it went....

Zavvi
I can see that this was dispatched on 7/6, we ask that you wait 14 working days for your order to arrive. We are sorry for any inconvenience this may have caused.

Me
Um it has arrived, that's why I tweeted yesterday as it arrived damaged. Only found out yesterday as it was a Father's Day present. Can you replace it if I return it, hopefully you keep a small stock in case of damages.
Packaging box was not damaged, can only assume it was damaged before it went in the box.

Zavvi
thanks for providing the pictures.

I have checked for you and we do not have anymore stock to send a replacement, I am very sorry about that. If you would still like to return this item back to us for a refund you can do. I shall provide you returns information to your email.

Please return the goods to us using our 48 hour Royal Mail tracked service

Me
I'm very disappointed, I thought you would have a supply of stock to cover damages. Even using unwanted returns. I will now have to pay double on eBay to get this. I would like this referred to manager as a complaint. As I feel that a replacement is a fair request and good customer service.

Zavvi
We are sorry about this and we will take the feedback on board. As a goodwill gesture for any disappointment caused we would like to offer you £5 credit to your account. Would you be willing to accept this?

Me
Thank you for your response, but I would like this referred to a manager as a complaint as I would like someone at Zavvi to try and source me a copy of this title. I feel this is fair and good customer service.

Zavvi
we may be able to send you a replacement, are you able to post this back to us today/? I have cancelled the original returns information and have sent you a new returns, once we receive it back, if we have stock if we shall send a replacement.

Me
Yes thankyou I will post this back today.

Me
Hi, I have had confirmation that the parcel was delivered today to you, could you confirm receipt and let me know when a replacement copy will be sent as I understand earlier today you had 30 copies go back on sale, I'm hoping one was put aside for me.

Zavvi
I am having you issued with a full refund as the item is out of stock now, I am sorry for any inconvenience caused.

Me
Hi, that's not what was agreed please read the previous comments from your colleagues. As mentioned this is a complaint and I feel it acceptable customer service to have a replacement. I do not want a refund just a replacement.

Zavvi
I am sorry but as this is out of stock we will not be able to replace this for you.
If you would like this to be raised to our complaints department please let us know and I will be happy to do this.

Me
Hi,
Yes absolutely I want this raised as a complaint and i would like a manager to get back to me either via Twitter, email or phone Today.
As per the comment by xx on Monday
"Hi Dan, we may be able to send you a replacement, are you able to post this back to us today/? I have cancelled the original returns information and have sent you a new returns, once we receive it back, if we have stock if we shall send a replacement. Many thanks"
I did this even though in my opinion a replacement should have been sent first, and now feel not only let down by Zavvi but misled and lied to.
While your website claims to be OOS yesterday you put 30 copies on sale, I know this as it was reported on Hi-Def Ninja a site for Steelbook fans, the same community you want to alienate and give poor customer service to.
I do not accept that you do not have at least 1 copy what with unwanted returns. This feels very much like a refund to fob me off, well this Steelbook is nearly double the cost on eBay and I do not feel it fair for me to pay this the fact that you do not keep back a supply of each of the major titles for damages is an absurb business practice and may explain why a vast majority purchase 2 copies in the hope that at least one copy will arrive unscathed or they purchase the same Steelbook abroad from the likes of FilmArena who you should look to as a benchmark of what a Steelbook retailer should do.
I purchased quite a few steelbooks over the years and have some on order but this experience has made me think twice about cancelling as there are alternatives to Zavvi and Customer Service counts for a lot, and my experience will be shared with the Steelbook community.
I await your response and I hope at the least a copy of the title I ordered.

Zavvi
Thank you for getting in touch about your recent experience with Zavvi.

I am sorry to hear that your Deadpool - Zavvi Exclusive Limited Edition Steelbook was received damaged. I can see that this has been returned and a refund has been requested for you. As we no longer have the stock available for this order, we have been unable to request a replacement for you.

With all of our orders and stock that we have, we do not keep any stock back and therefore we only have stock available if items are returned back to us. When you returned your items, as we have not had any items returned back to us, and we have no stock available in which to replace your product, the only alternative is to refund this.

When you were speaking to our advisors on twitter, there was never the promise that you would receive a replacement, and only the option that if we had the items these would be replaced for you.

I am sorry, as you have received your refund and we no longer have the item available, I will not be able to send this out for you.

I truly apologise for the inconvenience.

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.

Me
Hi, thankyou for getting back to me. I do feel misled with my expectations that your staff member gave.
Also you should keep some stock back i read often of damages and spine slashes on steelbooks, you seem to be out of touch with collectors and hope you take this on board. I will now have to source a copy through ebay at an increased cost as such i feel as a goodwill gesture due to the poor customer service i have received that some form of credit should be added to my account as by way of compensation.

They then gave a 10% code.
-------------------------------------------------------

So that's the sorry story, bit of a read but felt it right that I should share this experience with the Steelbook collecting as those of you who still buy from Zavvi could be affected by this business practice.
I don't hate Zavvi just disappointed and let down.

paulboland · Jun 25, 2016

augustus said:
Zavvi is based in the Channel Islands which, although British, aren't actually part of the EU. So as far as Zavvi is concerned, nothing has changed.

As an American, however, you will benefit from the fall in the value of Sterling against the Dollar, which will make all purchases from the UK cheaper for you.

Zavvi is part of the Hut Group
The Hut.com Ltd, a company registered in England and Wales (company number 5016010) whose registered office is at Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire, UK, CW9 7RA.

Zavvi also are registered as a business called TheHut.com (Trading) Limited whose registered office is at 17 The
Esplanade, First Floor, St Helier, Jersey, JE2 3QA

Zavvi as a business is registered in England and in Jersey
Zavvi.com is a online business registered as a business owned by Hut.com Ltd
Zavvi Staff work in UK office that is same address as Hut Group

Orders where they are shipped from is different as to where the business is registered
It ships from various warehouses within UK/Europe and Channel Islands
Some orders are redirected to channel islands and then posted to customers address in Europe/USA etc

Law and Jurisdiction
Zavvi terms and Conditions shall be governed by and construed in accordance
with the laws of England and Wales and any disputes will be decided only by the English courts.

Zavvi at the moment have not applied the latest currency rates that is done using average monthly currency rates so a customer won't see any reduction until next month

Prices at the moment is same as it was before the vote and sterling dropped it value

paulboland · Jun 25, 2016

Zavvi now apply Free Shipping Discount for orders under £10.00 UK/Ireland and some other European Countries that previously had Free Shipping

When you add to basket for Steelbooks under £10.00 you will see the following

Your discount has been applied: Free Delivery
Free Delivery -£1.99/-€2.67

So the £1.99 postage charge is done away with the Free Shipping Discount

I made a complaint to Zavvi last week about the shipping charge and this was refunded on my Order that had shipping charge
They have after this complaint added the Free Shipping Discount to orders

Flash · Jun 25, 2016

paulboland said:
Zavvi now apply Free Shipping Discount for orders under £10.00 UK/Ireland and some other European Countries that previously had Free Shipping

When you add to basket for Steelbooks under £10.00 you will see the following

Your discount has been applied: Free Delivery
Free Delivery -£1.99/-€2.67

So the £1.99 postage charge is done away with the Free Shipping Discount

I made a complaint to Zavvi last week about the shipping charge and this was refunded on my Order that had shipping charge
They have after this complaint added the Free Shipping Discount to orders

It was an odd addition, so are they doing away with the charge completely?

paulboland · Jun 25, 2016

Flash said:
It was an odd addition, so are they doing away with the charge completely?

Not sure I ordered a in stock steelbook during the week I then tried to cancel because of the shipping cost and it failed the request to cancel

I made a complaint about the shipping charge as I said it was meant to be free shipping for standard shipping and asked them to update the website to be free shipping
I got a refund of the postage costs after I requested this

Then after this I noticed today when you order a steelbook under £10.00 you get the free shipping discount :rofl:

I not going to say anything to them lets see how long it lasts :LOL:

vampire75 · Jun 28, 2016

I think Zavvi need to recalculate the euro prices... Although the pound has dropped, the prices are still the same.

BluSteel2012 · Jun 28, 2016

vampire75 said:
I think Zavvi need to recalculate the euro prices... Although the pound has dropped, the prices are still the same.

Hopefully they will come in line by the end of the month I think.

lgans316 · Jun 28, 2016

vampire75 said:
I think Zavvi need to recalculate the euro prices... Although the pound has dropped, the prices are still the same.

They need not. Better to buy from the UK site as it will work out cheaper.

BluSteel2012 · Jun 28, 2016

lgans316 said:
They need not. Better to buy from the UK site as it will work out cheaper.

That doesn't make any sense? :confused:

It's already a little cheaper to buy from the German Zavvi site to the UK one.

Lollard2002 · Jun 28, 2016

I have purchased a few items on international sites (non-Zavvi) over the past few days and was surprised how very little difference there has been in the exchange rates. I know slightly off topic to Zavvi but I was surprised at only a few pounds difference......... So my buying hasn't been affected. And yes i know if you're actually going to a country to travel yes there would be a difference but from a point of view of internet buying which is what most people do here, I've seen very little difference in the past 4 days. Some sites are giving a warning of rates in flux but as I said I was very surprised at how stable the prices have been.

BluSteel2012 · Jun 29, 2016

Lollard2002 said:
I have purchased a few items on international sites (non-Zavvi) over the past few days and was surprised how very little difference there has been in the exchange rates. I know slightly off topic to Zavvi but I was surprised at only a few pounds difference......... So my buying hasn't been affected. And yes i know if you're actually going to a country to travel yes there would be a difference but from a point of view of internet buying which is what most people do here, I've seen very little difference in the past 4 days. Some sites are giving a warning of rates in flux but as I said I was very surprised at how stable the prices have been.

What currency are you using?

Lollard2002 · Jun 29, 2016

The pound. I always use it on every site I go to. You have that option these days

BluSteel2012 · Jun 29, 2016

Lollard2002 said:
The pound. I always use it on every site I go to. You have that option these days

Should you not only be seeing the difference by using another currency though?

If something was say £12, it will stay £12 (as the retailer sets the price)but the price should drop in other currencies as the value of the pound has dropped.......

At least that's how I thought it worked? Maths was never my strong point!!

Lollard2002 · Jun 29, 2016

I'll put it another way. I purchased 2 items before last Thursday. They were both £9 each. I purchased 2 other items from the site and the items that would have been £9 then were now £11. Does that make better sense?

BluSteel2012 · Jun 29, 2016

Lollard2002 said:
I'll put it another way. I purchased 2 items before last Thursday. They were both £9 each. I purchased 2 other items from the site and the items that would have been £9 then were now £11. Does that make better sense?

Well if it was Zavvi, no!!!

They raise and lower their prices on nearly a weekly basis anyway!!

Lollard2002 · Jun 29, 2016

Fair enough. What I'm trying to say and I'm not doing it very well is this. Buying of non-UK sites on the internet I have seen very little change in prices. As far as I'm concerned it's business as usual.

paulboland · Jun 29, 2016

Lollard2002 said:
I have purchased a few items on international sites (non-Zavvi) over the past few days and was surprised how very little difference there has been in the exchange rates. I know slightly off topic to Zavvi but I was surprised at only a few pounds difference......... So my buying hasn't been affected. And yes i know if you're actually going to a country to travel yes there would be a difference but from a point of view of internet buying which is what most people do here, I've seen very little difference in the past 4 days. Some sites are giving a warning of rates in flux but as I said I was very surprised at how stable the prices have been.

A lot of retailers use monthly average exchange rate while some use daily exchange rate.

When a retailer uses average exchange rate you see changes in the prices usually at start or end of the month

Sometimes it's updated in middle of the month

Using average over a month easier to manage
Similar to what customs use

Zavvi and other retailers gain by using this method
I expect next month prices in euro will drop on Zavvi UK website.
Pound Euro exchange rate will stay at around 1.20 for a while and possibly drop more in coming months

Danzigg1979 · Jul 1, 2016

Any idea why the Daredevil Season 1 threads keep appearing and disappearing it's on Zavvi's site to preorder?

Zavvi - Retailer chat [Europe]

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