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.

 

[hayemaker]

Nah, man. It's all good, they're both circular shaped media formats with a hole in the center. Then again, that extra millimeter or two....

I think that you're forgetting that generally the formats are uniform and it depends on the manufacturer.

 

[Steeler]

I've had a battle with Zavvi Outlet for almost one month. Zavvi responded once or twice without adressing the actual problem. Finally ebay stepped up and solved the matter with a partial refund (much more than Zavvi's laughable 10% policy).

 

[Masterblaster]

This is getting very ridiculous - I don't know if this "Customer Service Agent" had a bad day but I do know for sure his Information is wrong !

How can it be that a Customer Representive can tell a customer who leaves so much money there that the "zavvi" system is NEVER wrong and that he cant help me ...

My problem is that I have Rewardz points missing from almost every order I did. I had the same problem in June and a NICE Service Representive helped me get the missing points.

Now we have July and the same thing is happening with all my recent orders and the response I get back from a MEAN Service Representive is

"I cannot add any more Rewardz points to your account than you already have nor can I view how many you have received or supposed to have received from this order.

This system is never wrong in its calculation of said points. Any further information regarding this goes well beyond the remit of our role.
"
Well like I said "never" is definitely not the right choice of words for this situation as it has been wrong before and that was in June where the Service Rep told me this

"I'm sorry you are still waiting for this to be resolved. I've chased with or IT team and will try to update you as soon as possible.
"
and at a later date, some few days after - this was said

"Our IT department have now confirmed there was an error with the Rewardz points awarded for his order but they have now added the missing points to your account."

Does anyone know if this is still the Chief Executive Email addy ?

Spoiler

[email protected] This Email addy was posted on a different Forum

as I fear I will have to write him if he is still the person to contact after having NO great experiences with the Customer Service.

I really cant believe that there is such a HUGE difference between Plays and Zavvi CS (Play wins by a milestone)

For any thoughts I would be most appreciative.

Thanks a lot
John

 

[GBv44]

If you return a steelbook to Zavvi, how would they refund the shipping cost? Does it go back to the credit card on file or do they give you as a store credit or something?

 

[nkb32]

Spoiler

This is getting very ridiculous - I don't know if this "Customer Service Agent" had a bad day but I do know for sure his Information is wrong !

How can it be that a Customer Representive can tell a customer who leaves so much money there that the "zavvi" system is NEVER wrong and that he cant help me ...

My problem is that I have Rewardz points missing from almost every order I did. I had the same problem in June and a NICE Service Representive helped me get the missing points.

Now we have July and the same thing is happening with all my recent orders and the response I get back from a MEAN Service Representive is

"I cannot add any more Rewardz points to your account than you already have nor can I view how many you have received or supposed to have received from this order.

This system is never wrong in its calculation of said points. Any further information regarding this goes well beyond the remit of our role.
"
Well like I said "never" is definitely not the right choice of words for this situation as it has been wrong before and that was in June where the Service Rep told me this

"I'm sorry you are still waiting for this to be resolved. I've chased with or IT team and will try to update you as soon as possible.
"
and at a later date, some few days after - this was said

"Our IT department have now confirmed there was an error with the Rewardz points awarded for his order but they have now added the missing points to your account."

Does anyone know if this is still the Chief Executive Email addy ?

Spoiler

[email protected] This Email addy was posted on a different Forum

as I fear I will have to write him if he is still the person to contact after having NO great experiences with the Customer Service.

I really cant believe that there is such a HUGE difference between Plays and Zavvi CS (Play wins by a milestone)

For any thoughts I would be most appreciative.

Thanks a lot
John

Because of your post I checked my rewards points and sure enough I am missing some as well. I ordered 2 aladdins and 2 nemos and only got points for one of each. Just sent a query so let see how they handle it.

 

[BluSteel2012]

Just received this e-mail from Zavvi....

Hello,

Thank you for responding to the recent survey feedback form that we sent to you.

I have thoroughly read all of the messages that you have sent in to us and all of the responses and I agree that we could do a lot better.

We've made a lot of improvements to our services over the last few months and this will positively impact our customer sentiment. Sometimes we get things wrong and we're very sorry.

We'll be addressing these issues with our staff so that this doesn't happen again. We genuinely hope that you haven't lost faith in us. If you wish to discuss this any further please let me know and I'll always respond to you as soon as possible.

I can assure you that your order and custom are very important to us and we are very sorry for any inconvenience that has been caused.

Kindest Regards,

John Newton

Customer Relations Executive

If you have any further questions, please login to Your Account where you will be able to request more information.

We try to make contacting us as easy and convenient as possible and want to answer all your questions fully. Our Frequently Asked Questions may be able to provide you with the answer you are looking for.

To respond to this thread, please log into your online account and reply through the message centre.

Many Thanks,
John Newton

zavvi Team

Anybody else get one of these??

 

[Blayze17]

Just received this e-mail from Zavvi....





Anybody else get one of these??

nope, but I hope I do.
I left them some pretty unfavorable feedback about price-matching, especially regarding when their own items drop in price. Although they say on the website that they will adjust it, I was told by some rep that they would not. So I cancelled the order.

 

[jimmyv]

New code for Zavvi JULZ60 £6 off of £60+.

Not sure which titles it works for though.

 

[Masterblaster]

Just a follow up on my situation (see above posting number if interested)

I received this answer today, I will give them the requested 2 days before writing to Mr. Matthews

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

I am concerned to hear about the problems you have experienced with us, I understand this must be disappointing and I am sorry for any inconvenience caused.

I have escalated this to our Customer Relations Team and investigations are underway. Please allow up to 2 working days for us to investigate and get back in touch with you.

Thanks again for contacting our Customer Service Team."



Hope this gets solved on this level .

Take care
john

 

[tristar6]

What is the average time i have to wait till i get a answer about my lost Steelbook??

 

[Flip]

What is the average time i have to wait till i get a answer about my lost Steelbook??

2-5 days, then you will have to fill out non receiver of goods form,make sure you sign it, a nightmare to deal with imho
took me nearly a month to get my lost steelbook refunded customer service is a joke

claim form

 

[severo]

for all of you who (pre-)ordered zavvi-exclusives lately in EURO currency:

many prices changed now from 18.75,- € to 17.25,- €. also disney steelbooks (jungle book, little mermaid) seem to be cheaper now.

i just cancelled some orders and placed them again with the new discount code JULZ60, which can help saving some € too!



so for example, my pre-order of 6 steelbooks is now 99€ instead of 107.

hope this will help someone.

 

[smileyx9]

2-5 days, then you will have to fill out non receiver of goods form,make sure you sign it, a nightmare to deal with imho
took me nearly a month to get my lost steelbook refunded customer service is a joke

claim form

This claim Form is rediculous -I'm not a fraudster-just want the Item i paid for-nothing more - nothing less.

Well,really thinking of canceling all my Orders with them. That`s not the right way to treat Customers.

 

[tristar6]

for all of you who (pre-)ordered zavvi-exclusives lately in EURO currency:

many prices changed now from 18.75,- € to 17.25,- €. also disney steelbooks (jungle book, little mermaid) seem to be cheaper now.

i just cancelled some orders and placed them again with the new discount code JULZ60, which can help saving some € too!



so for example, my pre-order of 6 steelbooks is now 99€ instead of 107.

hope this will help someone.

dont worked for me, but thanks for the price update. save some euros!

 

[Sir Hilary Bray]

Just canceled ten pre-orders from Zavvi, absolutely gutted, but adding up the prices, it was just beyond a joke.

Only got 'Beverly Hills Cop' and 'First Blood' left now.


Simply refusing to bend over for these prices anymore, maybe I'll get a Netflix account or something.

 

[aficionado]

I sent a e-mail to [email protected] with some photos of a damaged steelbook and received delivery notification e-mail that delivery to that address failed. Anyone knows what is going on with zavvi customer service?

 

[digitalbabe]

Maybe try this? https://www.zavvi.com/zavvi/customerQuery.secure



:::: Digitalbabe ::::

Staff/Community Manager
Hidefninja.com

 

[aficionado]

Maybe try this? https://www.zavvi.com/zavvi/customerQuery.secure



:::: Digitalbabe ::::

Staff/Community Manager
Hidefninja.com

Thank you, but how can I attach photos there?

EDIT: Never mind. I attach them by using a image hosting site.

 

[tristar6]

So my aladdin finally arrived after almost 4 Weeks.
But its not a steelbook!!!!!! its a stickerbook )

 

[Gamesgaryjp]

So my aladdin finally arrived after almost 4 Weeks.
But its not a steelbook!!!!!! its a stickerbook )

Never seen so much sticker graffiti on a package before