Zavvi - Retailer chat [Europe]

VRob98 · Jun 10, 2013

Antman said:
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?

No, absolutely not.

FYI, here is the relevant info from the Sale of Goods Act as it relates to cases like this (i.e. 'not of satisfactory quality'):

http://www.adviceguide.org.uk/engla..._is_meant_by_not_of_satisfactory_quality.htm:

And to further clarify:

"Something with minor defects is probably not of satisfactory quality, even if the defects could be repaired. For example, a new shirt with buttons missing isn't of satisfactory quality, even if you could replace the buttons. A china dish with a small chip isn’t of satisfactory quality."

It's pretty cut and dried in law actually. You are perfectly entitled to return a steelbook with paint chips.

Antman · Jun 10, 2013

VRob98 said:
No, absolutely not.

FYI, here is the relevant info from the Sale of Goods Act as it relates to cases like this (i.e. 'not of satisfactory quality'):

http://www.adviceguide.org.uk/engla..._is_meant_by_not_of_satisfactory_quality.htm:

And to further clarify:

"Something with minor defects is probably not of satisfactory quality, even if the defects could be repaired. For example, a new shirt with buttons missing isn't of satisfactory quality, even if you could replace the buttons. A china dish with a small chip isn’t of satisfactory quality."

It's pretty cut and dried in law actually. You are perfectly entitled to return a steelbook with paint chips.

There's an opening for a HDN Consumer Law Mod if you're interested!?

Seriously though, many thanks - if needs be I'll quote that to them

trinitycorps · Jun 10, 2013

My copy of Finding Nemo steelbook arrived today, mint condition...Fast delivery + mint condition = Zavvi for me so far...even if the shipment price is a kick (at least for my region), I would rater pay more than receive it too late or damaged. Cheers Zavvi!

So far I did not receive any damaged steelbook from Zavvi, all mint.

SBC28 · Jun 10, 2013

Eh, well. I thought the prices for those two in particular are ridiculous, anyway, and i really don't want to support something like that. I didn't cancel The Rocketeer, so we'll see how it goes.

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

Antman · Jun 10, 2013

Zavvi have allowed me to return the steelbook, but now I have to print off a returns form and a pre-paid postage form - no great shakes, but with no printer, it's another delay while I can get to the library!

ac4155 · Jun 10, 2013

I'm fine with Zavvi releasing all of these Steels, I've never had a problem with any purchases and I've never had to deal with their customer services.

But the Steels being priced above £20 is my cut of limit, especially when it's only one disk. Shame really, I love Disney films. I missed out on Aladdin much to my disappointment, and it now looks like I'll be missing out in Iron Man 3, Jungle Book and the Little Mermaid.

nkb32 · Jun 10, 2013

Ok I think its about time Zavvi upgrade their boxes!! Both Nemos arrived damaged. One with a nasty ding on the front because the steel was packed so tight, when the box got hit in the post, the steel was right there to take the damage. Thin foam did nothing. The other has dings all over the steel. Not sure if its because of packing but Im not happy. Every new release steel Ive gotten the last couple of weeks....damaged. And Im not talking about petty paint chips.

Scarface · Jun 10, 2013

nkb32 said:
Ok I think its about time Zavvi upgrade their boxes!! Both Nemos arrived damaged. One with a nasty ding on the front because the steel was packed so tight, when the box got hit in the post, the steel was right there to take the damage. Thin foam did nothing. The other has dings all over the steel. Not sure if its because of packing but Im not happy. Every new release steel Ive gotten the last couple of weeks....damaged. And Im not talking about petty paint chips.

I think it could be the packaging sometimes but I also think that retailers send them out that way, maybe not on purpose but just because they don't even look to see if they are damaged or not they just send them out, I have had steels sent out in great packaging before and had them arrive damaged and I'm positive that it didn't happen after they got packaged.

nkb32 · Jun 10, 2013

Scarface said:
I think it could be the packaging sometimes but I also think that retailers send them out that way, maybe not on purpose but just because they don't even look to see if they are damaged or not they just send them out, I have had steels sent out in great packaging before and had them arrive damaged and I'm positive that it didn't happen after they got packaged.

Im pretty sure its because their packing was insufficient in this case. I lined up the damage on the box with the steel and it was a match. The other steel was packed so tight, it slightly bent the steel, causing one of the edges to warp out of place.

All they need is a slightly bigger box and maybe double up that thin piece of foam

Scarface · Jun 10, 2013

nkb32 said:
Im pretty sure its because their packing was insufficient in this case. I lined up the damage on the box with the steel and it was a match. The other steel was packed so tight, it slightly bent the steel, causing one of the edges to warp out of place.

All they need is a slightly bigger box and maybe double up that thin piece of foam

yeah I do agree zavvi's box could be a bit bigger it does seem pretty tight but since they only just got new packaging I can't see them improving it any better, its the same with amazon uk packaging I don't think its that great either as it can get scratched fairly easy.

VRob98 · Jun 10, 2013

nkb32 said:
Ok I think its about time Zavvi upgrade their boxes!! Both Nemos arrived damaged.

Sorry to hear that. Zavvi's packaging for UK buyers seems secure enough to withstand normal handling within the postal service here. Overseas however is a different story, and I don't think the Zavvi boxes are sturdy enough to take the extra battering they get travelling internationally. Whenever I sell on eBay I'll often re-use the Zavvi boxes for UK sales, but I won't use them to send internationally. They're just not up to the job in my view.

It's a pity Zavvi can't go back to the boxes Play used to ship in - those did a great job.

crossbow · Jun 10, 2013

My message

Hello,
Both items are shipped via GPL courier as per delivery email. I am unable to track the parcel.
How do I track the parcel ? What does GPL stands for?
Thanks

Their reply

Hello XXXX,

Thank you for getting in touch about your order.

I am sorry for any inconvenience. I can confirm that the item has been dispatched to you and it should be with you shortly.

Please accept my apology for any inconvenience this may have 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,

XXXX
Zavvi.com Customer Service Team

I know that international shipping may take 1 month as well. This is not my first time with them. But when so called "tracked" delivery method is there, at least courier website should be known, or if not known, at least should be found on interwebz for tracking.

But it is really unfortunate, that this type of automated reply is sent, without even reading the original query and that too, it takes 48 hours to receive a single reply.

And on another note, for my case, shipping charges work out quite different. For India, be it 1 steel or 5 steels, Shipping is 9.99 GBP.
- Recently I checked out with 8 steels in 1 order, and shipping charged is 14.99. So I do not know how they are calculating it.
- 1 of my previous order contained 6 steels, and shipping charges were charged 9.99 for entire order.

I would again request to somebody here, provide some input, who knows how to track this GPL parcels, or some member from India, to provide some input if they have faced any similar situation.

elverange · Jun 11, 2013

Zavvi really don't care about there steelbooks ... Nemo has a spine slash, black swan and I Robot have scratches underneath de cardboard ! Seriously, home of steelbooks ? Making twenty releases each month doesn't make you a good retailer if the quality is crap.

Steve-O · Jun 11, 2013

Today I recieved my fourth Steelbook from Zavvi and the first that is damaged. I think this is no damage that could have happened during shipping. The spine is bent on the lower end while the shrinkwrap and the rest of the Steelbook is in mint condition. So I think they don't look at the Steelbooks before shipping them. Very poor for a retailer that pretends to be the number one source for collectors.

Do they send out the replacement right away like Amazon? Or do I have to send back the damaged one first?

Flip · Jun 11, 2013

Steve-O said:
Today I recieved my fourth Steelbook from Zavvi and the first that is damaged. I think this is no damage that could have happened during shipping. The spine is bent on the lower end while the shrinkwrap and the rest of the Steelbook is in mint condition. So I think they don't look at the Steelbooks before shipping them. Very poor for a retailer that pretends to be the number one source for collectors.

Do they send out the replacement right away like Amazon? Or do I have to send back the damaged one first?

you have to return first, then they ship replacement on reciept of the damaged steelbook (if they can tell if they received it or not), they will ask for pics of the damage before giving you returns address label, they are a nightmare to deal with, play.com was great for returns, amazon are also great, zavvi are terrible

hayemaker · Jun 11, 2013

How difficult is it to inspect an item before you package it up? Is this a concept that is foreign to warehouse workers?

I'm not talking about looking around for small paint chips, but if something is so obviously damaged as to be a different shape than it should be, why are they sending it?

spass · Jun 11, 2013

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?

So I got the returns form and the return label, printed out both, goes to the post office only for them to tell me that the pre-paid return label doesn't work from Norway!

I will now have to cover the shipping costs back myself. They will refund me that right??

Anybody from outside the UK had to return anything before? Did the pre-paid return label work?

This is a nightmare and It wouldn't surprise me if Withnail & I sold out before they finally decide to send me a replacement!

NazguL66 · Jun 11, 2013

Hi,

I keep hearing that Zavvi's billing process is not very friendly....

Recently I had changed the billing address on my credit card, wondering if anyone has experience with this? Would my Zavvi orders fail on shipping since I've changed the address?

CraigH · Jun 11, 2013

I've only just discovered this thread and just this last page is enough to put me off ordering. I'm assuming Zavvi is just an online retailer with no physical stores?

jimmyv · Jun 11, 2013

I have created a new poll in the feedback section for those that would like to give Zavvi feedback. This kind of feedback could be very helpful to both steelbook collectors and Zavvi simultaneously.

Here is the link to the poll:
https://www.hidefninja.com/community/threads/34647/

Zavvi - Retailer chat [Europe]

Attachments

VRob98

Antman

Steelbook Avenger

trinitycorps

SBC28

Antman

Steelbook Avenger

ac4155

nkb32

Scarface

nkb32

Scarface

VRob98

crossbow

elverange

Steve-O

Flip

---=---

hayemaker

spass

S.P.A.S.Secretary

NazguL66

Morgul Ninja

CraigH

jimmyv

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