Zavvi - Retailer chat [Europe]

goufcustom · Sep 29, 2013

Is there any active discount code? Thx guys

mnementh · Sep 30, 2013

Can someone tell me where I can sign up to emails from Zavvi ? People keep saying they get sent codes and notifications, but I've never received any thing from them and can't find where to sign up.

Cheers

MacLeod · Oct 1, 2013

Don't recall doing anything special, though from time to time I have seen a link "Sign upto be notifed". Is your account with Zaavi upto date with a correct e-mail address?

DrGekko · Oct 1, 2013

Folks - how do I cancel individual pre-order titles from a single order?

mnementh · Oct 1, 2013

You have to cancel the whole order and then re-order any you still want. Obviously if any are currently out of stock or you used a discount code then this could be an issue

jackanape · Oct 1, 2013

DrGekko said:
Folks - how do I cancel individual pre-order titles from a single order?

mnementh said:
You have to cancel the whole order and then re-order any you still want. Obviously if any are currently out of stock or you used a discount code then this could be an issue

Not true.

Use this method:
Find the relevant order in your account section. Click 'view' and then click 'query'. At the next page don't tick the items in question and choose 'I want to cancel my order' followed by 'I want to cancel an item from my order' (which would seem the most appropriate option). Instead choose 'I have a problem with my order' followed by 'Other order problem'. You will then get a message box and you can explicitly state exactly which items you want to cancel.

(That's the method posted by someone else.)

I personally DID the second step and just selected the item/s I wanted to cancel and submitted a query. Worked for me 99% of the time - though one time they did cancel the entire order, so the above method may be the safer bet. Either way you can certainly cancel part orders even if you used a voucher and still keep the discount on the other items.

mnementh · Oct 1, 2013

You learn something new every day

jackanape · Oct 1, 2013

mnementh said:
You learn something new every day

It's a fiddly system but it works.

The most hilarious part of the process is the fact Zavvi then send you an automated email saying "did you know you can cancel your orders yourself via your account?" - well if I COULD do that I wouldn't be doing this daft workaround now would I? Ha ha!

Flip · Oct 1, 2013

zavvi has the worst customer service i have ever had the misfortune to deal with , see below

Queried products

The Rocketeer - Zavvi Exclusive Limited Edition Steelbook
Messages

Sent by: You. 26 September 2013, 6:47

I have an issue with with order number:

Order items:10804090,

Issue selected - I have a problem with my order
Issue details - I have received a damaged item
Additional details - I would prefer a refund
Customer added details - 2 of the 3 steelbooks are damaged one has a spine slash and dent the other is dented and bent front and back covers

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 27 September 2013, 15:00

Hello Philip,

Thank you for getting in touch about your order.

I am sorry to hear that your steelbooks were received damaged. We take every measure to ensure that items are delivered securely to our customers.

Please can you send photos of the damage to [email protected] so we can investigate this for you?

Once we have received the photographs, we can assess the damage and arrange a suitable solution 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,

Kim

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 30 September 2013, 7:38

pictures have been sent

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 01 October 2013, 16:33

Hello Phillip,

Thank you for getting in touch about your order, we are happy to offer you £10.00 refund because of the damage to the steel books. Is that okay?

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,
Kerry

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 01 October 2013, 18:09

no i would like a full refund on both steelbooks, they cost £14.99 each, A £10 refund is an insult to be honest

Ricker · Oct 1, 2013

Is that OK? :hilarious:

Sorry buddy. but they are the worst.

snooloui · Oct 1, 2013

Flip said:
zavvi has the worst customer service i have ever had the misfortune to deal with

, see below

Queried products

The Rocketeer - Zavvi Exclusive Limited Edition Steelbook
Messages

Sent by: You. 26 September 2013, 6:47

I have an issue with with order number:

Order items:10804090,

Issue selected - I have a problem with my order
Issue details - I have received a damaged item
Additional details - I would prefer a refund
Customer added details - 2 of the 3 steelbooks are damaged one has a spine slash and dent the other is dented and bent front and back covers

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 27 September 2013, 15:00

Hello Philip,

Thank you for getting in touch about your order.

I am sorry to hear that your steelbooks were received damaged. We take every measure to ensure that items are delivered securely to our customers.

Please can you send photos of the damage to [email protected] so we can investigate this for you?

Once we have received the photographs, we can assess the damage and arrange a suitable solution 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,

Kim

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 30 September 2013, 7:38

pictures have been sent

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 01 October 2013, 16:33

Hello Phillip,

Thank you for getting in touch about your order, we are happy to offer you £10.00 refund because of the damage to the steel books. Is that okay?

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,
Kerry

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 01 October 2013, 18:09

no i would like a full refund on both steelbooks, they cost £14.99 each, A £10 refund is an insult to be honest

I don't see the problem to be honest. You told them they were damaged, they responded in a timely and polite fashion and offered what they thought was a suitable solution. All it takes is for you to politely say 'no it is not okay, I would like to return them for a full refund' and they'll probably send you a returns authorisation. Seriously, I fail to see how that qualifies as the worst customer service ever.

Steelknight47 · Oct 1, 2013

Flip said:
zavvi has the worst customer service i have ever had the misfortune to deal with , see below

Queried products

The Rocketeer - Zavvi Exclusive Limited Edition Steelbook
Messages

Sent by: You. 26 September 2013, 6:47

I have an issue with with order number:

Order items:10804090,

Issue selected - I have a problem with my order
Issue details - I have received a damaged item
Additional details - I would prefer a refund
Customer added details - 2 of the 3 steelbooks are damaged one has a spine slash and dent the other is dented and bent front and back covers

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 27 September 2013, 15:00

Hello Philip,

Thank you for getting in touch about your order.

I am sorry to hear that your steelbooks were received damaged. We take every measure to ensure that items are delivered securely to our customers.

Please can you send photos of the damage to [email protected] so we can investigate this for you?

Once we have received the photographs, we can assess the damage and arrange a suitable solution 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,

Kim

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 30 September 2013, 7:38

pictures have been sent

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 01 October 2013, 16:33

Hello Phillip,

Thank you for getting in touch about your order, we are happy to offer you £10.00 refund because of the damage to the steel books. Is that okay?

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,
Kerry

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 01 October 2013, 18:09

no i would like a full refund on both steelbooks, they cost £14.99 each, A £10 refund is an insult to be honest

Zavvi's customer service is horrid. This all could have been avoided for me if they had proper packaging. Their new shipping packaging sucks. Somehow they went from okay to bad.

Flip · Oct 1, 2013

Ricker said:
Is that OK? Sorry buddy. but they are the worst.

i know, how i miss play.com a pleasure to deal with compared to zavvi returning a steelbook was so easy , here's the pics i sent them of the damage

ETSC · Oct 2, 2013

In my experience, they always take at least a day to reply no matter what time I email them, and I don't think they should ask for photos which takes at least another day for a reply. And they only ask for photos like 70% of the time, and sometimes they don't bother, which I don't get.

But another thing that's happened to me this week (that's happened before) I sent back 2 steelbooks, I wanted a refund because I bought them again in case they sold out. So I emailed asking for a refund, I filled out the forms and stated "refund" twice on each form... and they sent me replacements. (They were separate orders.) I don't have to explain how annoying that is. And when trying to sort it out, I send the same email for each item, but I get two very different replies. And you can tell they didn't bother to read it carefully. They just make it so much more complicated then it has to be.

For those interested (or want a laugh) I filled out a survey asking about different forms of communication and they sent me an email:

We have recently reviewed the way in which our Customer Service operates and the business decision was to remove the phone lines so that we can concentrate on providing a first class Customer Service through our message centre. This is a free method of communication for customers to contact us through and for the majority of customers this will be more convenient. All of your feedback regarding Live chat and phone lines will be passed onto the relevant teams so this can be looked into for the future.

Ricker · Oct 2, 2013

They flunked the First Class of Customer Service. They need to take that class again

ABjerg · Oct 2, 2013

Any active Zavvi codes??

thecardman23 · Oct 2, 2013

Flip said:
zavvi has the worst customer service i have ever had the misfortune to deal with

, see below

Queried products

The Rocketeer - Zavvi Exclusive Limited Edition Steelbook
Messages

Sent by: You. 26 September 2013, 6:47

I have an issue with with order number:

Order items:10804090,

Issue selected - I have a problem with my order
Issue details - I have received a damaged item
Additional details - I would prefer a refund
Customer added details - 2 of the 3 steelbooks are damaged one has a spine slash and dent the other is dented and bent front and back covers

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 27 September 2013, 15:00

Hello Philip,

Thank you for getting in touch about your order.

I am sorry to hear that your steelbooks were received damaged. We take every measure to ensure that items are delivered securely to our customers.

Please can you send photos of the damage to [email protected] so we can investigate this for you?

Once we have received the photographs, we can assess the damage and arrange a suitable solution 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,

Kim

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 30 September 2013, 7:38

pictures have been sent

--------------------------------------------------------------------------------------------------
Sent by: zavvi. 01 October 2013, 16:33

Hello Phillip,

Thank you for getting in touch about your order, we are happy to offer you £10.00 refund because of the damage to the steel books. Is that okay?

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,
Kerry

Zavvi.com Customer Service Team

--------------------------------------------------------------------------------------------------
Sent by: You. 01 October 2013, 18:09

no i would like a full refund on both steelbooks, they cost £14.99 each, A £10 refund is an insult to be honest

Question... is a £10 refund the standard amount they offer? From what I've heard its usually only around £3 to £5. Can anyone else confirm what amounts they have had offered for damaged steels?

Andy CYP · Oct 2, 2013

thecardman23 said:
Question... is a £10 refund the standard amount they offer? From what I've heard its usually only around £3 to £5. Can anyone else confirm what amounts they have had offered for damaged steels?

Iv all ways only been offered 15% of what the steels are worth. So £10 seems a good amount.

mehbeh · Oct 3, 2013

thecardman23 said:
Question... is a £10 refund the standard amount they offer? From what I've heard its usually only around £3 to £5. Can anyone else confirm what amounts they have had offered for damaged steels?

It all depends on how much you complain. I just get them to give me a credit for future purchases, 100% of my original purchase price. Settle with them when the solution makes you happy, and you think it's fair...not a second before.

severo · Oct 4, 2013

well i'm also in contact with zavvi costumers service at the moment because of a damaged TRON steelbook.
they offered me 3 euros partial refund, which seems like a bad joke considering the totally dented and bent steel i've received (and it's not that i'm very ocd, but at least i can expect to get a new and mint steelbook for my money).

now i contacted them again, and want the possibility to send this back and have a FULL refund + refund of my return shipping costs.
if they do not reply until tuesday, im going to contact paypal buyer insurance service in this case, as they are usually very helpful.

Zavvi - Retailer chat [Europe]

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