Zavvi - Retailer chat [Europe]

AsKel · Jun 7, 2013

thank you ZAVVI and crappy packaging!! :angry:

I emailed Zavvi asking for a refund and this was their reply:

Hello,

Thank you for getting in touch about ********.

I am very sorry this was received damaged. We can offer you a 10% refund for this item as compensation.

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,

Tom

Zavvi.com Customer Service Team

:ohno:

Genocide · Jun 7, 2013

A little emails exchange with Zavvi about my missing Black swan steelbook:

Zavvi said:
Hello *****,

Thank you for getting in touch to let us know that you have not yet received Black Swan - Zavvi Exclusive Limited Edition Steelbook [Blu-ray].

This was sent to you separately on the 30/05/2013 and delivery can take up to 21 days.

If you have still not received the order by the 20/06/2013, please let us know so that we can investigate this for you.

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,

Chris

Zavvi.com Customer Service Team

Me said:
Hello,
I'm not happy with your answer.I don't have to wait
Can you please tell me where is my "Black Swan - Zavvi Exclusive Limited Edition Steelbook " in this moment?
I pay 10€ for a "International Tracked Delivery ", where is the tracking?

Thanks.

Zavvi said:
Hello *****,

Thank you for getting in touch regarding your order.

I am really sorry for any inconvenience this has caused you.

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,
Grace

Zavvi.com Customer Service Team

Right...Thanks for the help :rolleyes:

Maccadinho25 · Jun 7, 2013

Theyre absolutely terrible

Steeler · Jun 7, 2013

They are absolutely the worst. I just don't understand. They manage to get all these steelbook deals after play.com packed it in, but they just don't seem to have A SINGLE PERSON in customer service who are actually aware that these are Zavvi exclusive deals! I feel bad for the employees who are put in this situation. It's not their fault, after all. But someone needs to give Zavvi a wake up call here, because overall, they are doing a terrible job.

... and I used to like Zavvi!

---------- Post added at 04:13 AM ---------- Previous post was at 04:10 AM ----------

spass said:
Received my Withnail & I steel today in this condition:

This will be my first issue with Zavvi. Have already sent an query with a link to this picture.
Do they wait sending out a replacement until after they have received the damaged one back?

Yes. It should have been the other way around. They should send out the replacement first, but I guess they have to do it the Zavvi way...

Steeler · Jun 8, 2013

Steeler said:
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'.

So the new chapter in the ongoing battle against the Zavvi system is where we learn that there is actually no reason why Zavvi wouldn't take the payment for the Finding Nemo steelbook, but that the item is now out of stock (I pre-ordered).

"I will not cancel the order on your behalf and it will remain outstanding on our system. If more stock comes available and we are able to take payment, this will be despatched to you as soon as possible.

If we are able to source more stock then please note that we will not be able to reserve any of these for you personally."

I guess there won't be too many more chapters...

JackSchitt · Jun 8, 2013

Hi all, I've just noticed my credit card expires before the release of some of my sold out pre-orders. Has this happened to anyone else? Can you just update with your new card when you receive it? O am I screwed?

schrute farms · Jun 8, 2013

I haven't received The Hurt Locker or my Star Trek steelbook and they shipped on the 20th of May. What do they do if it never shows up? do they replace it or just refund your money?

wjasoncul · Jun 8, 2013

Discount code 'OZBZAV10' to get 10% off. Worked with Planet of the Apes and Die Hard steelbooks. :thumbs:

jayhsong · Jun 8, 2013

JackSchitt said:
Hi all, I've just noticed my credit card expires before the release of some of my sold out pre-orders. Has this happened to anyone else? Can you just update with your new card when you receive it? O am I screwed?

You'd better contact zavvi and ask them this question.

In my case when my credit card was declined in February they sent me an e-mail titled, "Payment Problem," and told me to log in and update my credit card details or contact their customer service on 0844 264 070 to resolve this problem.

TylerDurden · Jun 8, 2013

If I delete an order (with 3 items) in which I used the code 4/40£ and only 1 item has already been shipped, what happens?
Thanks!

edit: I can't delete :ohno:

Frasr · Jun 9, 2013

If I want to return an unwanted item to zavvi, do I have to pay the delivery cost?

I ordered Argo last night along with Planet of The Apes with the 10% off code, but then I cancelled as I wanted to have them as separate orders. However, I got an email saying they couldn't cancel Argo as it was already processing :angry:

So now it looks like I'm going to have 2 copies of Argo

PascalCgon · Jun 9, 2013

wjasoncul said:
Discount code 'OZBZAV10' to get 10% off. Worked with Planet of the Apes and Die Hard steelbooks.

Didn't work for me today on those 2

Slinchafi · Jun 9, 2013

So has anyone figured out why the random cancellations of orders occurred? I've read it numerous times that people just received cancellation emails out of the blue, often on pre-ordered items that were sold out.

I received a scratched Life of Pi steelbook and would like to return it to them, but I'm afraid that it would put me on a "let's cancel his order for no reason" list. It sounds a bit crazy, but I'm paranoid that they would not want to deal anymore with costumers they had any kind of problems with, and if this means I can miss out on the Aladdin steel because they'd decide to cancel it, I'd rather not risk it.

Steeler · Jun 9, 2013

Slinchafi said:
So has anyone figured out why the random cancellations of orders occurred? I've read it numerous times that people just received cancellation emails out of the blue, often on pre-ordered items that were sold out.

I received a scratched Life of Pi steelbook and would like to return it to them, but I'm afraid that it would put me on a "let's cancel his order for no reason" list. It sounds a bit crazy, but I'm paranoid that they would not want to deal anymore with costumers they had any kind of problems with, and if this means I can miss out on the Aladdin steel because they'd decide to cancel it, I'd rather not risk it.

I'm sure you can contact customer service about your Life of Pi steelbook. The problem for me is that they don't seem to be aware of what's limited and what's not. CS don't even seem to be aware that some of the steelbook are actually Zavvi exclusives. So definitely a lack of communications between the apartments combined with a buggy, limited order system.

For me, I buy only Zavvi exclusives from Zavvi, and buy the rest of the steelbooks from Amazon or another store.

However, as far as I know, the overselling seem to happen mostly with pre-orders.

SBC28 · Jun 9, 2013

I canceled my pre-orders for Jungle Book and Little Mermaid. If i'd live in the UK, i probably wouldn't be as paranoid as i am, in terms of shipping. Yes, they ship cheap...but the amount of poor quality steelbooks i am hearing about, and just how many people receive their items damaged due to their BS packaging...spending 23 pounds on a SB just doesn't make any sense to me.

Along with their excuse for "customer service" - i have decided to wait for these things to release, and get the ones i want via someone on this forum. I'd GLADLY pay a UK based Ninja some extra coin, for i know most of our people take great care in packaging these things, to make sure they arrive to us in the same condition they want their steelbooks to arrive to them.

Antman · Jun 10, 2013

So, has anyone successfully gone through the 'send us a photo of the damage' returns process yet?

I don't mean if you received a battered, bent and/or squashed steelbook - I'm simply assuming those will be replaced without question.

More interested in paint chips, scratches, etc - I've just sent in pics of my copy of Black Swan and await their decision...

Big concern for people like me who help out overseas Ninjas - I won't be able to carry on doing that if Zavvi are not going to accept this kind of 'damage' as the basis for a return (unless Ninjas accept they will have to pay for all but the worst damaged steelbooks...)

Here's hoping...

Scarface · Jun 10, 2013

Antman said:
So, has anyone successfully gone through the 'send us a photo of the damage' returns process yet?

I don't mean if you received a battered, bent and/or squashed steelbook - I'm simply assuming those will be replaced without question.

More interested in paint chips, scratches, etc - I've just sent in pics of my copy of Black Swan and await their decision...

Big concern for people like me who help out overseas Ninjas - I won't be able to carry on doing that if Zavvi are not going to accept this kind of 'damage' as the basis for a return (unless Ninjas accept they will have to pay for all but the worst damaged steelbooks...)

Here's hoping...

yeah I have sent in pictures before of scratches/ paint chips and been told I would receive a full refund and I ended up getting it, you should be ok but you never can be certain with zavvi.

VRob98 · Jun 10, 2013

Antman said:
Lol well I've now been asked to submit photos of the damage to the Black Swan steel - this will be the point where we discover scratches and paint chips are not classed as damage no doubt!!

I'm amazed that people have been asked to submit photos of damage.

The plain fact of it is that Zavvi are obliged under UK Consumer Law to provide refunds or replacements. They can't legally refuse.

I can only think that people have been asked for the pictures as a matter of curiosity (and perhaps to then be forward onto the manufacturer) and that any returns will then go ahead as normal.

TakingYoSteelz · Jun 10, 2013

SBC28 said:
I canceled my pre-orders for Jungle Book and Little Mermaid. If i'd live in the UK, i probably wouldn't be as paranoid as i am, in terms of shipping. Yes, they ship cheap...but the amount of poor quality steelbooks i am hearing about, and just how many people receive their items damaged due to their BS packaging...spending 23 pounds on a SB just doesn't make any sense to me.

Along with their excuse for "customer service" - i have decided to wait for these things to release, and get the ones i want via someone on this forum. I'd GLADLY pay a UK based Ninja some extra coin, for i know most of our people take great care in packaging these things, to make sure they arrive to us in the same condition they want their steelbooks to arrive to them.

It's a shame you canceled. Since they changed their packaging all my steels have been mint.

Antman · Jun 10, 2013

VRob98 said:
I'm amazed that people have been asked to submit photos of damage.

The plain fact of it is that Zavvi are obliged under UK Consumer Law to provide refunds or replacements. They can't legally refuse.

I can only think that people have been asked for the pictures as a matter of curiosity (and perhaps to then be forward onto the manufacturer) and that any returns will then go ahead as normal.

It's a good point, but I'm wondering if this is the start of pushing back in terms of what can be classed as 'damaged' as opposed to 'I don't want this item' - both can be returned under consumer law, but only the latter will require Zavvi to pay return postage, etc.

I mean are we buying a film on blu ray that happens to come in a nice box, or are we buying a nice box that happens to come with a blu ray inside? :naughty:

And who's view is more important - the seller or the buyer?

Can Zavvi rightfully argue that my purchase is 'fit for purpose' as small paint chips and scratches don't detract from my ability to watch the film or enjoy the packaging (bearing in mind how subjective 'mint' condition is even here amongst collectors)??

I think you're right, but it IS a pain in the behind to have to do this - with Amazon my steel would have already been returned (free post) and a replacement undoubtedly in hand

Zavvi - Retailer chat [Europe]

Attachments

AsKel

Genocide

You can't stop what's coming

Maccadinho25

Steeler

Steeler

JackSchitt

schrute farms

Adamantium Ninja

wjasoncul

jayhsong

TylerDurden

Frasr

PascalCgon

Slinchafi

Vinyl Ninja

Steeler

SBC28

Antman

Steelbook Avenger

Scarface

VRob98

TakingYoSteelz

Antman

Steelbook Avenger

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