Zavvi - Retailer chat [Europe]

TakingYoSteelz · Jun 4, 2013

Prometheus said:
...Have to say it's a shame at how Zavvi's inventory ordering system works, i don't know why they can't send multiple orders together like play used to and Amazon still do for orders of items that are released at the same time ? Just seems a strange and expensive way of sending packages. This recent wave were all released on the same day yet i'm receiving a different steel every day, it just seems unnecessary, why not put them all in one box ? It's better for the steels, cheaper and less likely for any to go missing.
Anyway rant over... :movie:

How is it cheaper? You pay 99p packaging PER ORDER, not per item. HMV used to do the same. It's to prevent excess fees.

Imagine a package of 5 steelbooks is dispatched (approx. value 100GBP), before you can collect it from the depot you have to pay a customs fee of 20GBP. You wouldn't be impressed, would you?

I love receiving things individually, the individual packages fit inside my mailbox! The merchants who send multiples out together cause me a huge headache because it's awkward for me to get to the post office, so I usually don't get to pick up my parcels til 4-6 days after the card has been left.

Prometheus · Jun 4, 2013

TakingYoSteelz said:
How is it cheaper? You pay 99p packaging PER ORDER, not per item. HMV used to do the same. It's to prevent excess fees.

Imagine a package of 5 steelbooks is dispatched (approx. value 100GBP), before you can collect it from the depot you have to pay a customs fee of 20GBP. You wouldn't be impressed, would you?

I love receiving things individually, the individual packages fit inside my mailbox! The merchants who send multiples out together cause me a huge headache because it's awkward for me to get to the post office, so I usually don't get to pick up my parcels til 4-6 days after the card has been left.

OK, I'm from UK and delivery is free (at least the cost is to me as the buyer). If you're saying it costs them '99p PER ORDER', are you assuming that I make bulk orders ? when you say it's charged 'not per item', as when I order it's largely individual items, which means they would save money by putting them together.

As I'm in UK I don't have to pay customs, so obviously that's not something that would affect me and another reason why it would be cheaper.

They could always allow the buyer to choose how they send, for me it would be preferable to send them all as one, the way they are doing it at the moment is frustrating. If two or three go missing I have to chase each and everyone one up, which I think is unnecessary when they could put them into one box. It worked better for me when Play sent IMO. Obviously we are both from different locations so we have different preferences, simple as.

Steeler · Jun 4, 2013

wjasoncul said:
Has anyone had a pre-order that dropped in price where they used a discount code?

For example, Jungle Book and Little Mermaid are currently over 40 combined so the 4 off 40 discount code applies. If they have to drop down in price to below 40 pre-code, I wonder if the discount will go away, will it stay in place and be discounted more, or will they not even drop the price due to the code being on the order?

My guess is that you'd get an order cancellation email

---------- Post added at 06:29 PM ---------- Previous post was at 06:27 PM ----------

Ok, so now alle the Steelbooks on Zavvi are on offer. The only thing is, all the prices remain the same!

Antman · Jun 5, 2013

Has anyone returned anything to Zavvi lately?

Previously it was straightforward, but now I seem to be going around in a loop and getting nowhere!!

I've followed all the instructions, but it only allows me to raise a query (message to customer services) against outstanding orders..not those already dispatched..???

Steeler · Jun 5, 2013

You can always count on Zavvi's customer service for entertainment.

"Firstly, I would like to express how truly sorry I am that we have been unable to take payment for this order and I really hope this has not caused you any inconvenience.

I am unsure why there will have been a payment problem on this order, however I have chased this with our I.T team and they have assured me that there is no error in our system that is causing this problem."

- No error in the system they assure me. I told them that I am not the only customer having these problems, so maybe the I.T team needs to dig deeper.

Politeness won't get you anywhere with Zavvi. Btw, this was actually a message from a 'customer relations executive', after the customer service department decided to transfer my request.

Also, the guy told me that the problem really was that the name of the card did not correspond with the name on the billing address, and therefore the order would need to be cancelled. Ok, so I've been switching back and forth between 2 cards with my name on them, and I have checked for spelling mistakes. After several days of not being able to get any of the cards to work with this order, I had a family member add one of their cards, and I probably tried this card as the customer service looked at my order (then I switched back to one of my cards).

I mean, by this time it's almost fun, because they are so incredibly incompetent they don't even know how to be polite with a customer. I mean, you tell them that you've tried to get this to work for a week, and they reply with this: "I really hope this has not caused you any inconvenience."

(I've checked my card. It's not a limit problem, there's enough money, and most of my pre-orders have shipped during this week long correspondence).

I don't know what Zavvi's "IT" means, but at least now I know the "I" doesn't stand for 'Competence'.

gitsurfer · Jun 5, 2013

I'm starting to wonder if it's even worth using Zavvi for anything. None of the steels I've ordered have been supplied undamaged and it has almost all been production damage (ie. under the cellophane) rather than damage caused in Zavvi's warehouse or in the post. Adequate customer service doesn't seem to bother them in the slightest so it's hard to get anything done about it.
I'm certainly cancelling all but the one or two titles I really want and won't be ordering anything further until they stop treating customers so shabbily. If anyone from Zavvi is reading this thread (and even cares) this means I've cancelled 4 of my 6 pre-orders and I'm still deciding about the remaining 2.

crossbow · Jun 5, 2013

Sheer amount of frustration indeed, if steels arrive damaged.

I am to receive 5 steels from them before or on 20th June. All shipped on 30,31 May. And as I have already stated before I cannot track any one of the shipments. Forget that, I cannot even find the website or tracking page of the courier (GPL)

When contacted, I am told "Your order was shipped on XXXX date and it is in transit, if you don't receive it even after XXXX date, kindly contact us back again". I am asking about how to track, or where to track the parcel, and response which I get is like above.

In past I have received parcels within or on their defined end date. So I have kept on continuing shopping with them. But yes, only steelbooks and that too zavvi exclusives.

One thing is sure, from most of the replies, that, they really need to restructure their delivery policies. It may be good for customer in UK, but certainly not for international customers like me. Or at-least start providing multiple shipping options from Royal mail.

Even if they implement similar shipping charges policies as amazon, they are not going to loose customers.

tobes77 · Jun 5, 2013

i find zavvis service very good besides pre orders for some reason... When i order somthing thats in stock it comes about 2 days later. I pre ordered le miserables digibook version from zavvi and it took 9 days to arrive!!

i am also still waiting for star trek and finding nemo steelbooks which were aparently posted last week... really anoying! if you pre order with amazon you normally get on release date even if you dont pay for the better delivery option!

I would rather pay a few more quid and receive pre orders quicker...suppose you have no choice when you want the zavvi exclusives!

jimmyv · Jun 5, 2013

wjasoncul said:
Has anyone had a pre-order that dropped in price where they used a discount code?

For example, Jungle Book and Little Mermaid are currently over 40 combined so the 4 off 40 discount code applies. If they have to drop down in price to below 40 pre-code, I wonder if the discount will go away, will it stay in place and be discounted more, or will they not even drop the price due to the code being on the order?

Was wondering this exact same thing. They would have to both drop to at least £19.99 though so that the total would fall to £39.98. That would be £3 less per steel and £6 less in total, so technically, it's better than the £4 discount.

But honestly I don't think we even need to worry about this scenario occurring. I will be shocked if these don't sell out in the next few days, even at their current price. And if it does sell out, then obviously it would be nonsense for Zavvi to lower the preorder price.

jayhsong · Jun 5, 2013

I think if we order with the £0.99 standard international shipping method tracking is not available. Whatever number zavvi provides as a tracking number doesn't look like one and I am sure it is a mistake or system error. When you receive a package from zavvi there are only two numbers on it and neither of them is for tracking. One is the order number and the other eight-digit number is item related because steelbooks in the same order have the consecutive numbers.

stephen3001 · Jun 5, 2013

Antman said:
Has anyone returned anything to Zavvi lately?

Previously it was straightforward, but now I seem to be going around in a loop and getting nowhere!!

I've followed all the instructions, but it only allows me to raise a query (message to customer services) against outstanding orders..not those already dispatched..???

I'm running into exactly the same issue. Trying to contact them about my Zulu order, sizeable chunk of paint missing on the back (certain it's a production defect). Only visible after removing the slip, very shoddy quality control by Zavvi.

As it was only £7, I'm wondering if it's really worth the hassle returning it. I suppose that's exactly what they want, make the procedure tiresome enough and some people will just forget it (like I'm probably going to do).

gitsurfer · Jun 5, 2013

I've criticised Zavvi a lot today but I should also say that the Withnail steelbook arrived in perfect condition and it is superb. It's one of my very favourite films and now it has one of my very favourite steelbooks. Well done to them.

There are still too many problems and my cancelled pre-orders will remain cancelled. However, I felt I should be even-handed with my comments.

Sir Hilary Bray · Jun 5, 2013

Wish they would just drop the prices.

I'd mostly likely buy them all, if they were around the £10.99-£12.99 range.

Fair enough newer films will always cost more.

harry · Jun 6, 2013

Hi guys, i need your advice. I received Commando but it came damage :angry:

I can not replace it because its sold out from Zavvi. So what can i do ?

Antman · Jun 6, 2013

Antman said:
Has anyone returned anything to Zavvi lately?

Previously it was straightforward, but now I seem to be going around in a loop and getting nowhere!!

I've followed all the instructions, but it only allows me to raise a query (message to customer services) against outstanding orders..not those already dispatched..???

Still no joy - anyone had any success?

Sent from my Nexus 7 using Tapatalk 2

jayhsong · Jun 6, 2013

harry said:
Hi guys, i need your advice. I received Commando but it came damage
I can not replace it because its sold out from Zavvi. So what can i do ?

Contact zavvi's customer service with some pictures of damaged area and they will give you two options: you can keep it with a partial(about 10%) refund or you can return it with a full refund. Even if the item is in stock it is very difficult to get a replacement from zavvi.

Genocide · Jun 6, 2013

Warning : The "International Tracked Delivery" is just a scam for you to pay 10€ for nothing.
It's just the normal delivery.I receive I,Robot and Independence Day on monday, Black Swan is missing from my order.I contact Zavvi and they can't locate Black Swan since the "International Tracked Delivery" have NO TRACKING.

They already take 3-5€ more then play.com for 1 steelbook and now this...

They just steal money from me.

Scarface · Jun 6, 2013

I hate zavvi, they only gave me a refund for one of my star treks and tried to say I didn't have authorisation number for the other, complete liars and I'm starting to think its a bunch of crooks who's running things over there, they are a complete disgrace and its shocking how they think they can get away with this sort of stuff, I'm still waiting on a reply for my damaged commando and I sent avatar back, this time I didn't have authorisation number because I didn't get one after I asked for it and had to send it back with a note before 14 days were up, they said they couldn't refund it so I asked for it back but Iv'e heard nothing and that was a week ago, Unless I get my money and steelbook back I'l never order again from them

Shanester · Jun 6, 2013

I've been vey pleased so far only had one partial dent out of about 20 steels. I have more coming in shortly so hopefully this trend will continue

jayhsong · Jun 6, 2013

mmz73 said:
Warning : The "International Tracked Delivery" is just a scam for you to pay 10€ for nothing.
It's just the normal delivery.I receive I,Robot and Independence Day on monday, Black Swan is missing from my order.I contact Zavvi and they can't locate Black Swan since the "International Tracked Delivery" have NO TRACKING.

They already take 3-5€ more then play.com for 1 steelbook and now this...

They just steal money from me.

A friend of mine once told me never to use the International Tracked because it ships as slow as or sometimes slower than the International Standard, but I didn't know there was no tracking information.

Anyway, doesn't the International Tracked cost ￡16.99, ￡16 more than the Standard?

Zavvi - Retailer chat [Europe]

Attachments

TakingYoSteelz

Prometheus

Steeler

Antman

Steelbook Avenger

Steeler

gitsurfer

crossbow

tobes77

jimmyv

jayhsong

stephen3001

"Yeah, science!"

gitsurfer

Sir Hilary Bray

harry

Antman

Steelbook Avenger

jayhsong

Genocide

You can't stop what's coming

Scarface

Shanester

Purple Rain Ninja

jayhsong

Similar threads