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.

 

[CasuallyDressed]

Someone who bought it for the film and not the Steelbook? In any case I don't know why people get so wound up about Zavvi offering partial refunds. If you don't want a partial refund, simply tell them so and they should send you instructions for return, it's that simple.

If you bought it for the film then why would you spend the extra on a steel instead of just buying the amaray? Moot point in this instance because, for some reason, Zavvi has the steel and amaray of Filth listed at the same price.

A lot of the time people request a replacement in the first instance, and a lot of the time Zavvi's first response is the offer of a partial refund. Instead of adhering to the first request they prolong their (already quite lengthly) enquiry process with needless questions.

 

[UpsetSmiley]

Someone who bought it for the film and not the Steelbook? In any case I don't know why people get so wound up about Zavvi offering partial refunds. If you don't want a partial refund, simply tell them so and they should send you instructions for return, it's that simple.

I'm glad they offer partial refunds because when there is a widespread problem, it provides a handy discount. I could order ten copies of Cinderella for example and possibly get a spine slash every time. I could demand a refund but I'll be left empty handed. Instead I might accept a partial refund. It let's them know I'm not happy so they can hopefully take steps to avoid similar problems and makes me feel a little better too.

What really grinds my gears is the mere fact it can take up to a week to resolve an issue with Zavvi. By the first email I've sent, an employee offers me a discount and by the second email I've sent a different person replies who hasn't read the previous email so I have to repeat myself in a way they can understand and exchange pictures and then wait for a reply. By about then a week has passed, wanting a replacement seems risky seeing as how the steelbook may go out of stock.

There should be a "request partial refund" or "replacement" button so we can get to a speedier resolution, plus it will be a lot easier on the staff. I'm sure working in retail is a pain and dealing with us is a chore because we have the tendency for steelbook perfection, but sometimes I find this whole process is unnecessary. Just my two pence worth.

 

[mnementh]

Have to say Zavvi have been excellent with my spine slashed Cinderella. Emailed them and sent photo - they've sent out a replacement already and have sent me return instructions for the damaged one - all within 1 day

 

[PascalCgon]

I sent Zavvi a message on Wednesday with a photo of my slashed spine and got a reply on Thursday saying they received my attachment and it's being sent to the right department and I will receive an update in 24-48 hours. Surely the Returns and Refunds category is the right department and 4 days later and still no reply. I do appreciate part of that is the weekend but how can my query not be dealt with yet but other people can get theirs dealt with within 24 hours?

 

[glennturner21]

Have to say Zavvi have been excellent with my spine slashed Cinderella. Emailed them and sent photo - they've sent out a replacement already and have sent me return instructions for the damaged one - all within 1 day

You have done well there. I was told my replacment would only be sent once they had received my slashed one back.

 

[UpsetSmiley]

Okay more spiel. I'm not against Zavvi, but what exactly does the blatant price rise contribute to exactly? They're also saving a lot more money themselves from these 2000 print runs by ordering fewer articles to buy from the suppliers. Also, their website still functions the same, like the middle ages of online shopping, can't change payment card and can't cancel orders manually without requesting it and so forth.

They should definitely invest in improving the mechanics of their website, it looks pretty and is user friendly but the lack of control of simplistic personal settings is simply put, mad. But then again who am I to judge? Working in retail is a drag, so we're told, but still...

G'night folks

 

[AscendedSaiyan]

does anyone have an extra 10% or 15% code they could PM ?

 

[Futurhythm]

There should be a "request partial refund" or "replacement" button so we can get to a speedier resolution...

When you contact them, they make you choose whether you're after a replacement or a refund. It's absolutely pointless though because it all depends on who replies to your message. I chose to have a replacement for my dented copy of Filth, but they sent me an offer for a partial refund anyway.

My issue with their partial refunds (at least from personal experience) is that they're never adequate to cover the damage - damage which could be minimised if they sort out their packaging. As in my instance with Filth, the damage is very bad, but they're only willing to give me £3.6 back. If I take it, that means I would've bought a very badly damaged Steelbook for £14.40. That doesn't make any sense no matter what.

It let's them know I'm not happy so they can hopefully take steps to avoid similar problems and makes me feel a little better too.

Do you really think that? I think all it does it let them keep doing things the way they've always been. You're unhappy, but you've accepted their compromise, and nothing changes.

 

[pmwhelan]

I sent Zavvi a message on Wednesday with a photo of my slashed spine and got a reply on Thursday saying they received my attachment and it's being sent to the right department and I will receive an update in 24-48 hours. Surely the Returns and Refunds category is the right department and 4 days later and still no reply. I do appreciate part of that is the weekend but how can my query not be dealt with yet but other people can get theirs dealt with within 24 hours?

I'm in the exact same boat.

What is the point of us selecting drop down option after drop down option (essentially doing the "forwward to the correct department" for them) and then they say they have to do it themselves?

Reply received ...

We have received your photos of the damaged item and would like to apologise that the item was received this way.

As a gesture of goodwill we would like to offer a refund of £15%.
Please can you let us know if you are happy to accept this partial refund?

 

[snooloui]

Do you really think that? I think all it does it let them keep doing things the way they've always been. You're unhappy, but you've accepted their compromise, and nothing changes.

Of course, any money they refund eats into their profit and they don't want that. I would only accept the compromise if it's the best option. In the case of Cinderella, I could go through ten copies and possibly still get a spine slash each time which is why I would be inclined to take a partial refund. If it was simply a dent or other defect and a replacement would be free of those defects, then of course I would demand a refund and order a replacement.

 

[dfoles]

Just wanted to say I filed a damaged item claim for my Evil Dead steelbook that I received last week. I sent Zavvi this pic:

I got the typical "message received" response with an expected reply time of 24/48 hours.

I woke up this morning receiving an email from Zavvi apologizing for the condition it was received, and they would dispatch a replacement within 24 hours.

2 hours later I got a despatched email!

Want to give Zavvi praise where it's do, this was an incredibly smooth process.

 

[Jace88]

It's been 4 days now since zavvi said they would be in touch about my replacement Disney steelbook, just decided I want a refund now

 

[Imperious]

Pre-ordered this from zavvi at the original cheaper price and want to change the shipping address to my new address, apparently they cannot change the address. What a joke!

"Thank you for getting in touch about changing the details on your order.

It is not possible for addresses to be changed in our system and we therefore cannot request this for you.

I am sorry for any inconvenience caused.

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"

 

[EyeSeeDarkness]

I'm very sorry if this has been asked already, but I want to order from Zavvi, and I'm from the U.S. If i happen to receive a damaged copy, around how much of a hassle or how expensive would it be for a return? Thank you in advance!

 

[AlexG]

Haven't heard anything back from them after a day. Not sure if I should them another email...

 

[CasuallyDressed]

So their '24hr price drop' is rolling into it's 3rd day....

Someone needs to replace their office clock.

 

[CasuallyDressed]

Sorry to double post (and bump) but does anyone know how long they typically take to action cancellation requests? And if when cancelled any used Zavvi points are immediately refunded?

 

[psychoscot]

Okay more spiel. I'm not against Zavvi, but what exactly does the blatant price rise contribute to exactly? They're also saving a lot more money themselves from these 2000 print runs by ordering fewer articles to buy from the suppliers.

Judging by the latest batch of titles this week, it's looking more and more like they think we will buy any old rubbish if they say it is 2000 copies. The quality of the recent ones announced are just terrible "Sin City, Scream etc" Plain matte steels with little thought going into the art, then they have the bare faced cheek to try and charge more than £15 because they are "ultra limited"

I'm thankful that I am not in the minority when it comes to those commenting on these recent releases. They haven't fooled anyone, a low print run is fast becoming irrelevant if the product is poor, and these are beyond poor. It might have worked for a short time but sooner rather than later collectors will look elsewhere as they will eventually get fed up paying for cheap badly thought out products.

I have in the past had no problems with them as a company, and seem to be lucky that I have never had a damaged product from them, so on that level I still like them for "Non exclusive" titles, but as a "Collectors company they are sadly dying in my eyes. I'd rather spend more getting better quality products from the likes of the Asian retailers and group buys from the US/Canada. I have cancelled virtually all my orders over the past month with them apart from a few long standing ones and I can't see me ordering a huge amount from them in the future unless they SERIOUSLY improve the quality and finish to match their now high prices.

 

[snooloui]

How do you know the finish of the upcoming titles?

 

[psychoscot]

How do you know the finish of the upcoming titles?

Because they advertise them as gloss/Part glossed when they are, as they know they will sell faster, even when it turns out on several recent releases that they were not gloss