Zavvi - Retailer chat [Europe]

psychoscot · Jun 29, 2014

PKAVFC said:
I'm in exactly in the same boat with the Indy steels. The chance of getting 4 out of 4 undamaged is very unlikely!

I said I would not order anything after V for Vendetta unless big changes were made. I stuck to my word.

In the mean time, I have been hunting, haggling and buying some older releases, like the play.com ones.

It's been enjoyable and rewarding. I don't have that excitement with Zavvi, just plain old worry, stress and disappointment.

With Zavvi starting to cost cut with the packaging and now removing reward points, edges me towards thinking they are feeling the pinch financially.

Last year I left neutral feedback on eBay - Zavvi messaged me offering £10 to my PayPal " to make a negative experience into a positive one" - very classy!

Let's not forget, the parent company are the Hut. Steelbooks are a side dish for the company, so I would not be surprised if they stop producing exclusives and ultra print runs in 12 months time.

Overall, good riddance, if that be the case. The staff won't lose their jobs. I have spoken to staff on the phone. They work on every department, not just steelbooks.

Couldn't have said it any better!

Ronnie3067 · Jun 30, 2014

I don't trust them to deal with an issue to a satisfactory resolution with anything approaching professionalism so I'm limiting my exposure to them to as little as possible.

---------- Post added at 08:07 AM ---------- Previous post was at 07:19 AM ----------

PKAVFC said:
I'm in exactly in the same boat with the Indy steels. The chance of getting 4 out of 4 undamaged is very unlikely!

I said I would not order anything after V for Vendetta unless big changes were made. I stuck to my word.

In the mean time, I have been hunting, haggling and buying some older releases, like the play.com ones.

It's been enjoyable and rewarding. I don't have that excitement with Zavvi, just plain old worry, stress and disappointment.

With Zavvi starting to cost cut with the packaging and now removing reward points, edges me towards thinking they are feeling the pinch financially.

Last year I left neutral feedback on eBay - Zavvi messaged me offering £10 to my PayPal " to make a negative experience into a positive one" - very classy!

Let's not forget, the parent company are the Hut. Steelbooks are a side dish for the company, so I would not be surprised if they stop producing exclusives and ultra print runs in 12 months time.

Overall, good riddance, if that be the case. The staff won't lose their jobs. I have spoken to staff on the phone. They work on every department, not just steelbooks.

You thinking the seemingly large amount of SteelBooks their releasing now is a last mad dash to get as much money as they can before they abandon the scene?

Heche1981 · Jun 30, 2014

With Zavvi reverting to the old style inferior packaging, the revocation of the "Rewardz" scheme, and frequent flash sales, should we expect an imminent administration announcement? If Zavvi were a single entity like they used to be, they would be deep in the red by now, but as part of The Hut Group they can be given a lifeline by the parent company in the same way that the PlayStation brand is holding the rest of Sony together

MrBMT · Jun 30, 2014

Heche1981 said:
With Zavvi reverting to the old style inferior packaging, the revocation of the "Rewardz" scheme, and frequent flash sales, should we expect an imminent administration announcement? If Zavvi were a single entity like they used to be, they would be deep in the red by now, but as part of The Hut Group they can be given a lifeline by the parent company in the same way that the PlayStation brand is holding the rest of Sony together

Considering The Hut Group were recently announced as the company with the fastest growing profits in Britain, that seems somewhat unlikely.

I'm sure just like the cheap steelbook packaging it's yet another measure to increase their profits further.

Moros · Jun 30, 2014

MrBMT said:
Considering The Hut Group were recently announced as the company with the fastest growing profits in Britain, that seems somewhat unlikely.

I'm sure just like the cheap steelbook packaging it's yet another measure to increase their profits further.

But doing it this way it might backfire on them, my copy of Robin Hood was seriously dented. They offered me a 15% refund which I didn't accept as I just want a steelbook in a good condition.
But if they keep this sort of packaging they might lose a lot of customers, at least me for starters as I don't want to deal with there lousy customer service every time.

MrBMT · Jun 30, 2014

Moros said:
But doing it this way it might backfire on them, my copy of Robin Hood was seriously dented. They offered me a 15% refund which I didn't accept as I just want a steelbook in a good condition.
But if they keep this sort of packaging they might lose a lot of customers, at least me for starters as I don't want to deal with there lousy customer service every time.

Thankfully I've only had to deal with their customer service staff the once, a 15% refund for damage seems to be their standard "let's try and see if they'll accept this or not" to try and get out of full refunds or replacements.

As long as they keep getting exclusive steelbooks however, it's likely people will just keep risking ordering from them and hoping it works out okay, unfortunately. I know that's the case for me at the least.

If only Amazon UK could take over all of Zavvi's exclusive steelbook releases! Amazon's customer service is second to none in my experience.

paulboland · Jun 30, 2014

MrBMT said:
Thankfully I've only had to deal with their customer service staff the once, a 15% refund for damage seems to be their standard "let's try and see if they'll accept this or not" to try and get out of full refunds or replacements.

As long as they keep getting exclusive steelbooks however, it's likely people will just keep risking ordering from them and hoping it works out okay, unfortunately. I know that's the case for me at the least.

If only Amazon UK could take over all of Zavvi's exclusive steelbook releases! Amazon's customer service is second to none in my experience.

Faulty/Damaged goods
Zavvi will give you a replacement(if stock still available) or full refund if you ask for it

When sending a request for a replacement or a refund just be clear that's what you want
They will request the return of the item when giving a full refund or a replacment

It is best if you take photos as this will back up your claim for a replacement or refund

Zavvi may offer you a partial refund and its up to you to accept or not accept as with this you don't have to send back your item

If you don't want to accept a partial refund you can say no and request a replacement if still in stock or a full refund

Some customers will be ok with a partial refund and others wont be just because they offer you a partial refund does not mean you cant request a full refund but you would have to return the damaged item for a full refund as you would if you bought a item in any shop

The taking of photos is to your benefit and to Zavvi and is what I do when dealing with Amazon if I get any damaged products as it means I have a record of any damage after I have sent item back for a refund

MrBMT · Jun 30, 2014

paulboland said:
Zavvi will give you a replacement(if stock still available) or full refund if you ask for it

Just for the record, I took pictures and asked to return it for a replacement the time I dealt with them and the first thing they tried to do was offer a 15% refund instead.

Sure, they may eventually offer it if you're persistent, however, in my experience the first thing they try to do is avoid that.

paulboland · Jun 30, 2014

MrBMT said:
Just for the record, I took pictures and asked to return it for a replacement the time I dealt with them and the first thing they tried to do was offer a 15% refund instead.

Sure, they may eventually offer it if you're persistent, however, in my experience the first thing they try to do is avoid that.

Yes they may at first offer you a partial refund you can no or yes and say you want a full refund

By offering a partial refund you get to keep your item but if you want a full refund you would have to return

Just because they offer you a partial refund does not mean they wont give you a full refund they will if you ask for it but you would have to return it

Some customers would be ok with this if they cant get a replacement and the damage is minor but others yes would want a full refund or replacement if still available and they will give that

I only had to do this once with Zavvi
I said no to a partial refund and they gave me my full refund when I said no to the partial refund

End of the day you will get a full refund if you say no to a partial refund but you have to send it back as you would if you bought a item in a high street shop and found it was damaged you would then go to the shop with your damaged item and they would look at it and you can request a replacement or refund or repair

You cant be giving people full refunds and not get the item returned as this would lead to lot of potential fraud by some customers chancing their arm and this does happen but most people are honest

MrBMT · Jun 30, 2014

paulboland said:
Yes they may at first offer you a partial refund you can no or yes and say you want a full refund

I'm well aware of that, if you'd read my post properly rather than just repeating the same thing in a different way, you'd see I told them I wished to return the item for a replacement and the first thing they tried to do was offer a partial refund instead. I never said they refused to do so eventually.

I'm pretty sure that most people can comprehend Zavvi aren't going to offer full refunds/replacements without having the items returned, they're not as big as Amazon after all (when you order from Amazon France, Germany, etc. and receive a damaged item they often tell you to keep it because the cost of shipping it back is too high and also either refund/replace it).

VRob98 · Jun 30, 2014

MrBMT said:
Sure, they may eventually offer it if you're persistent, however, in my experience the first thing they try to do is avoid that.

Yep, and during the stalling process there's a good chance that any replacement copies available at the time of the complaint might have been depleted (or been sent to their Amazon outlet!)

Amazon, on the other hand, will immediately allocate any remaining copies still available as replacements for faulties. Which is why they'll always be my preferred e-tailer for trade-wide releases.

Moros · Jun 30, 2014

Well I just received a message that they agree with a full refund or replacement after I declined the 15% refund offer.

Ronnie3067 · Jun 30, 2014

Zavvi are sending out 'mystery' discount codes from 5 -50%.

Here's mine: 6675-D382-4F78.

mnementh · Jun 30, 2014

Got one as well, except it doesn't work on anything !

Jondog21 · Jun 30, 2014

Mine was for 15% and it worked on Hunchback and Aristocats, so I have those reordered now.

Zephyr · Jun 30, 2014

In the mail for the biggest ever mystery code you can also see changes to their points and referral scheme. If you click that is says: As of Wednesday 26 June 2014, we will no longer be issuing Rewardz points on purchases.
http://www.zavvi.com/articles/zavvi-rewards.list?utm_source=ENZ-_Header&utm_medium=email&utm_campaign=ENZ-_2095827968&affil=thgemail

Was this already known?

psychoscot · Jun 30, 2014

Well I'm done with Zavvi for the moment, so heres mine if anyone wants to try it.

6675-AEA2-402A

pmwhelan · Jun 30, 2014

Got a damaged Howls Moving Castle. Dented and paint chips.

Send photos through to them twice and they're saying they didn't get them.

Just a horrendous company to deal with.

Nickcx · Jun 30, 2014

Also got 15% discount from mystery code.. Re ordered all 5 Disney Steelbook pre-orders. The 3 being released Monday have just processed my payment, so a decent saving of £9 for the 3

- I just hope they arrive un-damaged in the new packaging :/

x3ntaur · Jun 30, 2014

x3ntaur said:
Well I got the following reply the other day:

However my order is now showing as cancelled yet no follow up email

Following on from my previous message to them from post#3647, I got a reply the day after:

I am really sorry to let you know that we have had to cancel your order for The Jungle Book - Zavvi Exclusive Limited Edition Steelbook because our suppliers were unable to provide it.

I understand how disappointing this might be. We have tried other suppliers but we have not had any luck. We will be removing the item from our website as soon as possible.

If a charge has been taken for the order, then a refund will be requested upon cancellation and the money returned to your account within 3-5 working days.

Please find a goodwill voucher in your email, but please advise this may appear in your junk/spam folder.

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.

However I did not see any email with a 'goodwill voucher' so queried this and was told, it was sent on the 25th.

I quadrupled checked and sent a screeny to show it is not there. I suggested they resend the email as it would be a unique code for me :wtf:

Anyhow, no response since and I have also noticed they have been sending random discount codes to those on their mailing list.

Zavvi - Retailer chat [Europe]

Attachments

psychoscot

Crazy Ninja 88

Ronnie3067

Heche1981

MrBMT

Steelbook Collector

Moros

MrBMT

Steelbook Collector

paulboland

Contributor Steels/Arrow

MrBMT

Steelbook Collector

paulboland

Contributor Steels/Arrow

MrBMT

Steelbook Collector

VRob98

Moros

Ronnie3067

mnementh

Nutter Magnet

Jondog21

Zephyr

psychoscot

Crazy Ninja 88

pmwhelan

Nickcx

x3ntaur

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