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.

 

[Ronnie3067]

Same here. Never had anything that wasn't in cellophane with the J-card/slip.

 

[howiesteed]

Yeah thought as much as I can't find the eBay complaining thread so thought I'd put it on here . Just annoys me the stupidity of some people

 

[grimtales1]

I noticed that my La Haine Steelbook has been dispatched today. I forgot I even ordered that
Is it worth keeping my DVD (G1) Steelbook, should be near mint.

 

[davidson]

Just received my first damaged steel from zavvi. I ordered from zavvi.nl, so i can't understand their return form. Just want to ask do I ship back using a tracked mail? And how do they refund the shipping cost? Will it be reflected on my credit card statement? Thanks.

 

[steel888]

Received my first white box again yesterday. This time, they didn't put the foam sheet around the steel like they used to.

I know that didn't provide much more prtoection, but I can't believe they just put a loose steel in the box. Hopefully, that's not how they pack all future steels.

 

[davidson]

So I contacted them about my dented Mulan steel. Here is their response.

Hello xxx,

Thank you for getting in touch.

As we have already stated, it item itself is not damaged, the case has sustain slight damaged. This does not affect the item itself.

We will therefore not issue a full refund for the item. We could offer a partial refund of 10% of the item value, alternatively you can return it for a replacement.

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,

Jen

Zavvi Customer Service Team
----------------------------------------------------------------------------------
Here is the photo I sent them


I have no problem returning it but they would only reimburse the shipping cost of 15% of the products value.

 

[psychoscot]

If they offered me that, with that level of damage, I really would loose it with then!

 

[CasuallyDressed]

As we have already stated, it item itself is not damaged, the case has sustain slight damaged. This does not affect the item itself.

Oh dear. Is this going to become an issue with Zavvi? Are they going to start using the reasoning of the DISC is the item you've purchased, not the STEELBOOK? Implying that we take the disc out and then throw the packaging (the steel itself) out and thus it doesn't warrant a full refund if damaged?

What would happen if Mulan was sold out and no replacement available? Only a 10% refund, not a full refund?

 

[Travis Bickle]

I can't believe Zavvi are now saying if disc is ok only partial refund how can they get away with that?
So now they can sell you a damaged Steelbook but that's ok as the disc is not damaged it beggars belief.

 

[psychoscot]

The case is part of the item, It's a limited collectable.

 

[Lollard2002]

To quote my mate who is a lawyer. You're paying for the entire item not just the discs and under the sales of goods act 1974 they either have to give you a replacement or total refund. It's that simple....... Any lawyer would have a field day with Zavvi. They wouldn't last 30 seconds in court.

 

[William]

Were any steelbooks dispatched today?? All I know is that Copland and La Haine were dispatched on Monday.

 

[Travis Bickle]

The case is part of the item, It's a limited collectable.

Agree totally if this is the stance they are taking then it's goodbye Zavvi as far as I'm concerned. I am actually gobsmacked that they've said that.

 

[psychoscot]

Personally I would contact trading standards and let them know with a screen cap of Zavvi's reply. They are basically just at it.

 

[Ronnie3067]

I can't believe Zavvi are now saying if disc is ok only partial refund how can they get away with that?
So now they can sell you a damaged Steelbook but that's ok as the disc is not damaged it beggars belief.

So by that logic if you buy a car and the bodywork is damaged then that's OK as the engine and tyres work fine?

 

[davidson]

Hi again, after many back and forth messages mostly arguing about the definition of what a damaged item is, and telling them about the sale of goods act (thanks to Lollard2002) here is their reply:

Hello xxx,

Thank you for getting in touch about retuning your damaged steelbooks.

Having spoke to my supervisor, I have been advised to process a refund for the damaged item, as going forward we are looking into no longer shipping steelbooks to certain countries.

I'm sorry for any dissapointment caused by this desicion.

Your money will be back in your account in the next 3-5 working days.

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,

Jen

Zavvi Customer Service Team
-------------------------------

On one hand I am glad that they refunded me, but I am bothered by their comment of not delivering to certain countries in the future. I don't know what to make of it, but I feel insulted for some reason. Horrible CS on that company.

 

[Ronnie3067]

Hi again, after many back and forth messages mostly arguing about the definition of what a damaged item is, and telling them about the sale of goods act (thanks to Lollard2002) here is their reply:

Hello xxx,

Thank you for getting in touch about retuning your damaged steelbooks.

Having spoke to my supervisor, I have been advised to process a refund for the damaged item, as going forward we are looking into no longer shipping steelbooks to certain countries.

I'm sorry for any dissapointment caused by this desicion.

Your money will be back in your account in the next 3-5 working days.

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,

Jen

Zavvi Customer Service Team
-------------------------------

On one hand I am glad that they refunded me, but I am bothered by their comment of not delivering to certain countries in the future. I don't know what to make of it, but I feel insulted for some reason. Horrible CS on that company.

Certainly sounds ominous but it could be someone just shouting their mouth off , something along the lines "I don't know why we ship to [country], it's more trouble than it's worth" and Jen has typed it up?

Zavvi get a lot of business from international sales and I wouldn't think they would want to lose this customer base.

 

[CasuallyDressed]

Hi again, after many back and forth messages mostly arguing about the definition of what a damaged item is, and telling them about the sale of goods act (thanks to Lollard2002) here is their reply:

Hello xxx,

Thank you for getting in touch about retuning your damaged steelbooks.

Having spoke to my supervisor, I have been advised to process a refund for the damaged item, as going forward we are looking into no longer shipping steelbooks to certain countries.

I'm sorry for any dissapointment caused by this desicion.

Your money will be back in your account in the next 3-5 working days.

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,

Jen

Zavvi Customer Service Team
-------------------------------

On one hand I am glad that they refunded me, but I am bothered by their comment of not delivering to certain countries in the future. I don't know what to make of it, but I feel insulted for some reason. Horrible CS on that company.

Where are you from davidson? Because I think your country has just been stricken from the "Zavvi delivers to...." list.

 

[Skog]

Received my first white box again yesterday. This time, they didn't put the foam sheet around the steel like they used to.

I know that didn't provide much more prtoection, but I can't believe they just put a loose steel in the box. Hopefully, that's not how they pack all future steels.

Gosh darn. That sounds like a cruel joke. They just can't get it right...it's so simple but they continue to make silly mistakes

 

[steel888]

Gosh darn. That sounds like a cruel joke. They just can't get it right...it's so simple but they continue to make silly mistakes

I know, right?

I got my Aristocats yesterday in a box, this time with the foam sheet.

I guess the consistent thing about Zavvi is their inconsistency.