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.

 

[MacLeod]

My copy of Brave was lost in the post, I waited the required period filled in the form and Zavvi send me out a replacement. So I would say I experianced good customer service from them.

 

[JorEl]

My copy of Brave was lost in the post, I waited the required period filled in the form and Zavvi send me out a replacement. So I would say I experianced good customer service from them.

Maybe they forgot to post it? It's happened to me more than once that items that's been lost have magically appeared in the mail a week our so later when I ask them were my orders are supposed to arrive.. :tinfoil:

Seriously though, they do seem to have some pretty bad infrastructural hiccups

 

[Skog]

Some or all of this should be added to the OP. It should be Zavvi pre-order purchasing 101 yet people are still asking whether or not they are charged all the time. Make this known.

This is in an E-mail from Paypal upon making a pre-order with Zavvi:

You submitted an order amounting to XX.XX GBP to Zavvi.com
Thanks for using PayPal. Please note that this is not a charge. Your account will be charged when the merchant processes your payment. You may receive multiple emails as the merchant processes your order.

Your funds will be transferred when the merchant processes your payment. Any money in your PayPal account at that time will be used before any other payment source.

 

[rajeevalone]

I received all my items very well packed to US..

Touch wood..

 

[NomegustaU]

Ive ordered many steelbooks from them and haven't had a problem yet. The way it sounds I must be pretty lucky.

---------- Post added at 12:31 PM ---------- Previous post was at 12:30 PM ----------

Anyone else notice the "Rarities" steelbook section now?

http://www.zavvi.com/offers/steelbooks/rarities.list

Then they can justify charging more

 

[JackRegan]

They have only recently started asking me for photographs when reporting steels to be damaged.

Surely they ought to get it: 'My steelbook is dented (or whatever) I want an undamaged replacement, just make it easy for me to do that, please'!!

Another lesser sore point, is the state the steelbook pages are in at the moment - masses of NON-Steel crud in there.

Come on Zavvi, buck your ideas up.

Loyal customers who pre-order early want discounts a la Amazon!

We want better packaging!

No quibbling when we need replacements due to damage!

And we don't want to feel we're being taken for a ride when 'passing trade' enjoy discounts when you want to unload stock, and we don't get so much as a 10 per cent discount voucher!

If it wasn't for us, the pre-order brigade, you'd be buggered; so reward us!!!

 

[shyuan]

I do not understand why Zavvi still use jiffy bag. It's a awful packaging.

 

[Futurhythm]

Zavvi strike again! They've just charged and dispatched an order that I had cancelled ages ago. The status for it now reads "Despatched Processing Cancellation". Has anybody ever had this happen to them before? What are the chances I'll get my money back?

 

[CasuallyDressed]

You'll get a refund, but you'll have to post it back and eat the cost. If you kick up enough of a stink they might cover it though.

 

[bigrob]

Had a overseas friend ship a copy to Dumbo to my house (Portugal is on their shipping black list for some reason)

Arrived in a cardboard mailer. Luckily there was no damage to it

 

[movieknight]

Very weird. Tried ordering some steelbooks yesterday when the descending discount code was in effect but the Zavvi site was looking a little weird for me and I could not complete checkout. I tried on two different computers. Today the site is normal again for me and was the day before yesterday as well.

 

[Kobi]

What the actual **** are zavvi doing? We complain their postage box isnt packed enough, so what do they do, send steelbooks in a ruddy envelope? Ordered 2 ILD and one came with a dent. Glad i ordered 2!

 

[augustus]

Very weird. Tried ordering some steelbooks yesterday when the descending discount code was in effect but the Zavvi site was looking a little weird for me and I could not complete checkout. I tried on two different computers. Today the site is normal again for me and was the day before yesterday as well.

I'm still having problems with the Zavvi site and have been for a couple of days now. No pictures loading and when I go to checkout, it asks me to re-input all of my details, even though they already have them. Having done so, it still rejects the transaction. I have tried Google Chrome, Internet Explorer and Firefox, all to no avail. I then asked a friend to attempt to complete the transaction on his computer but he had exactly the same problems.

Clearly, this is a problem that is affecting a number of people whilst other people seem unaffected and have continued to order from the site. Does anyone have any idea as to what is causing the problem and how to rectify it? The weekend is fast approaching and I don't want to miss out on anything pending. It's difficult enough, as it is, catching the popular, limited pre-orders before they go "out of stock" without the additional problem of being unable to complete the order. Any suggestions will be much appreciated.

 

[Heche1981]

They have only recently started asking me for photographs when reporting steels to be damaged.

Spoiler

Surely they ought to get it: 'My steelbook is dented (or whatever) I want an undamaged replacement, just make it easy for me to do that, please'!!

Another lesser sore point, is the state the steelbook pages are in at the moment - masses of NON-Steel crud in there.

Come on Zavvi, buck your ideas up.

Loyal customers who pre-order early want discounts a la Amazon!

We want better packaging!

No quibbling when we need replacements due to damage!

And we don't want to feel we're being taken for a ride when 'passing trade' enjoy discounts when you want to unload stock, and we don't get so much as a 10 per cent discount voucher!

If it wasn't for us, the pre-order brigade, you'd be buggered; so reward us!!!

They did the same to me a few weeks ago when I complained about the Men In Black 1-3 SteelBook which was different than the one they displayed. Their stock image clearly depicted a black SteelBook, whereas the one we all received was excess stock of the former PLAY.com exclusive which is silver. Zavvi had the cheek to ask for pictures as if they didn't believe me! It's not as if they hadn't already had dozens of complaints about the exact same issue!

What the actual **** are zavvi doing? We complain their postage box isnt packed enough, so what do they do, send steelbooks in a ruddy envelope? Ordered 2 ILD and one came with a dent. Glad i ordered 2!

I think everyone is annoyed that they shipped Inside Llewyn Davis in a cardboard envelope! Zavvi really should have known better, and I would hate to imagine just how many copies arrived damaged because of this blatant oversight! On the one hand they delivered nice and early, but on the other hand the packaging was shit!

I'm still having problems with the Zavvi site and have been for a couple of days now. No pictures loading and when I go to checkout, it asks me to re-input all of my details, even though they already have them.

Spoiler

Having done so, it still rejects the transaction. I have tried Google Chrome, Internet Explorer and Firefox, all to no avail. I then asked a friend to attempt to complete the transaction on his computer but he had exactly the same problems.

Clearly, this is a problem that is affecting a number of people whilst other people seem unaffected and have continued to order from the site. Does anyone have any idea as to what is causing the problem and how to rectify it? The weekend is fast approaching and I don't want to miss out on anything pending. It's difficult enough, as it is, catching the popular, limited pre-orders before they go "out of stock" without the additional problem of being unable to complete the order. Any suggestions will be much appreciated.

It seems you're not the only one! Having the exact same issues. No pictures displayed, and cannot complete checkout process due to the page losing its formatting. When I click "Submit", the transaction is rejected. Occurs regardless of whatever browser I try, and have tested on other computers and have the same issue. At least three days I have had this trouble, and I am currently unable to order anything from their site!

Like Augustus, I hope that Zavvi's IT department can fix this problem before the weekend and before anything "Ultra Limited" goes live. In this circumstance, I would suggest that Zavvi hold off on making their orders live until the problem has been rectified, and all customers stand an equal chance of ordering!

 

[UpsetSmiley]

Do I have to pay return postage if I'm returning a steelbook that has dropped in price since recently purchased or will Zavvi cover it?

Cheers

 

[Flip]

Do I have to pay return postage if I'm returning a steelbook that has dropped in price since recently purchased or will Zavvi cover it?

Cheers

you are responsible for return postage unless the item is damaged or faulty

 

[augustus]

The website was back to normal on my computer this afternoon which means that I'm set up for the new pre-orders going live this weekend. Annoyed, however, that I dipped out on the 12% declining discount. Still have no idea as to what the problem was as Zavvi Customer Service never bothered to get back to me.

 

[CasuallyDressed]

Heads up, another Zavvi customer service story coming through:

Hi,

I returned Monsters Inc and you emailed me confirmation that you received it on 30/04/14. When will my refund of £18.02 be processed?

-Steve

Hello Steve,

Thank you for getting in touch about your recent return.

We aim to process all returns within 10 working days. Your refund will be with you shortly.

Sorry for the inconvenience this may have 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,
Jonathan
Zavvi.com Customer Service Team

Hi,

It's been 3 weeks since you received the item back and I'm still waiting for my refund.

-Steve

Hello Steve,

Thank you for getting in touch about your return.

Unfortunately this order isn't showing on our system, can you please provide us with Proof of Postage via an image through this messaging center.

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,

Daniel

Zavvi.com Customer Service Team

Daniel,

I no longer have the proof of postage receipt as I received an email from you on 30/4/14 confirming you had received the item. Obviously, if you confirm you've received it then I have no need to keep the receipt.

The email Jonathon sent me on 5/5/14 said that my refund would be with me shortly. How is it that now the order seemingly doesn't even exist?

-Steve

Hello Steve,

Thank you for getting in touch regarding the shipping of our items.

I am sorry to advise that due to recently imposed shipping restrictions we are no longer able to ship to Bulgaria.

Please accept my apologies for any inconvenience this may have 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,
Emma


Zavvi.com Customer Service Team

Then 10 minutes later:

Hello Emma,

Thank you for getting in touch about your order.

I apologize that my colleague has sent you an incorrect message.

Unfortunately we are unable to refund this return without a Proof of Postage or a tracking number.

I understand this can be frustrating and I apologize for the delays.

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,

Daniel

Zavvi.com Customer Service Team

Daniel,

My name is Steve; not Emma.

I can't believe I'm having to repeat myself here, but here goes:

YOU EMAILED ME ON 30/4/14 TO SAY YOU RECEIVED MY RETURNED ITEM!!!!!

I'm getting slightly sick of this, I must be honest. The refund is for £18.02. I expect to see an email from you stating that my refund is being processed or I'm going to have to get my bank involved.

-Steve

 

[kalel]

Its now three times in a row that i have three blu ray steel books go missing so i have to wait for 14 days before they can do anything.

 

[Lollard2002]

Zavvi are going to have to seriously buck their ideas up....