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.

 

[hatredhorror]

every retailer has this history..

 

[jackanape]

Out of interest, is there a list on the site of all the Zavvi exclusive steels (and whether or not they are sold out etc)? Might be useful.

If not I could throw one together.

EDIT: NVM, found it hidden away.

 

[SimonLDT]

Spoiler

There's a difference between stating a fact like a possible change in the print run and then insinuating that Zavvi are cheats, liars etc. I'm not saying you shouldn't report your negative experiences, if you get a spine slash, a damaged Steelbook, then that's a valid reason to complain. I don't want to eliminate negative reviews, just stop the speculative rubbish that is often posted on this forum. I've never seen a retailer get as much criticism as Zavvi do here even though their business practices are not really any different from any other retailer's. We are lucky that Zavvi state print runs at all as many retailers don't.

I don't work for Zavvi by the way, i'm just sick of reading negativity about them. Anyone can see that I posted here and at AV long before Zavvi came along. I could equally make the assumption that you work for one of Zavvi's competitors because your posts about Zavvi are so negative. Everyone used to get along here, now not a day goes by when there is not an argument about something or other (usually involving Entertainment Store or Zavvi). At the end of the day, we have to remember that these are just films, they're not really that important and certainly not worth falling out over. I just think that everyone would get a long better if members resisted the urge to post a negative opinion now and again. I remember the time when I was called out for being negative, how times change. I'm one of the more open minded members here now

As you say, time to get back on topic. Yet another thread derailed by a member deciding to express a negative opinion based on something seemingly innocuous.

The thing is, I don't seem to see these arguments (or maybe I'm just blind). I see different opinions, positive and negative and open discussion but rarely see it turn into a full blown argument. I know it has happened but in the grand scheme of things I find the forum and the majority of members here very pleasant.

As the saying goes, ''There is no smoke without fire''. Zavvi have a spotty track record so people will always have that in mind, until it gets turned around (hopefully).

There will always be differing opinions and positive/negative comments on each topic and release. It can't be avoided. As long as it's done in good spirit I don't see the harm. I'd hate it if this forum turned into full threads of posts constantly praising this and that just because they're frightened to post something different.

 

[Steeler]

Today I received my replacement copy of Aladdin from the home of steelbooks.

This one came in a regular cardboard envelope. Worse still, it had previously been opened (the original shrink wrap had been replaced by a custom polybag)

A nice and shiny dent on the back

misaligned spine, anyone?

 

[KarelSeldenthuis]

I havent had any problems with zavvi yet.. I live in Holland and ordered somewhere between 15 and 20 items on their webshop. Usually it takes some time before they are sent, but never any trouble

 

[Carlos]

Today I received my replacement copy of Aladdin from the home of steelbooks.

This one came in a regular cardboard envelope. Worse still, it had previously been opened (the original shrink wrap had been replaced by a custom polybag)

A nice and shiny dent on the back

misaligned spine, anyone?

That's bad


Edit: Has anyone received a strange email from Zavvi regarding bidding on some Max Payne bullet pens ?
.
.

 

[GoDo]

That's bad


Edit: Has anyone received a strange email from Zavvi regarding bidding on some Max Payne bullet pens ?
.
.

Yep, just got it - what would anyone do with over 3000 pens

 

[Carlos]

Yep, just got it - what would anyone do with over 3000 pens

ebay if they were cheap enough

 

[Steelselecta]

I have just sent an email to Matthew Moulding. He is the CEO of the hut group. I have also sent an email to [email protected]. In a nutshell I have had no response from zavvi after repeated emails to their customer service about the damaged steelbooks evil dead and jungle book. These are the 2nd replacements for both!!
I have stated in my email that if I don't get a satisfactory conclusion, I will be reporting them to trading standards.
Fellow ninjas, if you are fed up with zavvi like me, do the same.
Here's hoping for a swift response... if not trading standards WILL be getting a call from me!!! >

UPDATE: Just to let you guys know that persistence does work out in the end. I have finally had a response after threatening legal action, and they have now responded. In a nutshell, I will be getting replacements, told to keep the damaged steelbooks, there going in the bin to be fair as they are not fit for purpose. And they gave me £10 credit for my next order.
I suppose after grilling them you do get a conclusion to all the hassle, but to be honest it shouldn't have to get that far.
They have also said that they will take all of this into consideration in regards to staff training etc.
hopefully things will improve soon. Doesn't mean I am going to reinstate my cancelled pre orders though. Well ...... maybe a couple!!

 

[Steeler]

That's bad


Edit: Has anyone received a strange email from Zavvi regarding bidding on some Max Payne bullet pens ?
.
.

Yeah, they wanted me to return the replacement before shipping yet another replacement. I told them no way jose.

What about those Max Payne pens, btw? Never heard of them.

 

[digitalbabe]

Everyone that has gotten some kind of positive response-we're happy to hear it. Hopefully the % of members getting damaged items will continue to decrease, along with the number of contacts it's taking to get a resolution.

 

[Steeler]

Did my last comment just get deleted?

 

[Mrcor]

When I recieved my damaged Aladdin all I did was snap a picture send zavvi an email and they credited my account no hassles at all.

 

[Steeler]

When I recieved my damaged Aladdin all I did was snap a picture send zavvi an email and they credited my account no hassles at all.

Well, they insist that I return the item before they can ship another replacement. It's crazy how they punish customers for their own sloppy work sometimes.

The problem is, some customer service representatives are helpful and quick to come up with a solution, while others seem to have no clue about what they are doing.

 

[kalel]

Just received my steel book I Robot, luckily no damage but am not happy with the packaging that there using now to protect the steel books.

 

[PKAVFC]

I get the impression that the customer service department is offshore, like India or Indonesia. It would explain the lack of empathy and general ignorance to the detail emails we send - a language barrier.

From experience, after my complaint got serious, I received an email from a customer services "executive" which probably means they are UK based.

There was also a first and last name, not just "regards, Jon, bob or Sheila"

I think this may be the route of the problem- communication issues. Is there anyone that can verify their customer service department is outsourced? It would explain the lack of a telephone numbers and frustrating email replies

 

[jlt12]

My problems with zavvi are their response time to emails.

Which are usually 24/48 hours, for a company that the only way to contact them is via email, it should be within a few hours.

Yes I admit if you go via facebook you do get a quicker reply but you should be getting the same when you email them.

Also their returns system needs a big shake up. Numerous times I have sent an item back for a refund & they send me a replacement even thought I stated on the form I wanted a refund.

Did anyone ever get a reply to their email from the CEO?

 

[PKAVFC]

Nope, not even a message from the company secretary.

My problems with zavvi are their response time to emails.

Which are usually 24/48 hours, for a company that the only way to contact them is via email, it should be within a few hours.

Yes I admit if you go via facebook you do get a quicker reply but you should be getting the same when you email them.

Also their returns system needs a big shake up. Numerous times I have sent an item back for a refund & they send me a replacement even thought I stated on the form I wanted a refund.

Did anyone ever get a reply to their email from the CEO?

 

[Steelselecta]

My problems with zavvi are their response time to emails.

Which are usually 24/48 hours, for a company that the only way to contact them is via email, it should be within a few hours.

Yes I admit if you go via facebook you do get a quicker reply but you should be getting the same when you email them.

Also their returns system needs a big shake up. Numerous times I have sent an item back for a refund & they send me a replacement even thought I stated on the form I wanted a refund.

Did anyone ever get a reply to their email from the CEO?

No, I didn't hear from them in the end, I suppose his PA didn't pass the details over....... more likely sent it to the trash bin. I would imagine they get a lot of this and just ping it back to customers services!

They will regret it in the end when they notice all the cancellations they are getting.

 

[Gamesgaryjp]

2 of the 3 sale steels i got were in the proper boxes with foam and arrived mint. The taxi driver was in a bare card envelope and had 1 top corners paint worn down to the metal. Luckily it wasnt dented but the poor packaging caused movement and friction on a corner resulting in said damage.

A little inconsistent!