Zavvi - Retailer chat [Europe]

Steeler · Aug 18, 2014

hellboydce1 said:
this was the reply.....

Hello David,

Thank you for getting in touch about the item "Total Recall - Limited Edition Steelbook - Triple Play (Blu-Ray, DVD and Digital Copy) [Blu-ray]" this item is avalaible again on our site but at a higher price.

The earlier stock of this item sold out quicker than we predicted, unfortunately we are not able to amend the current price.

If there is anything else that we can do, then please do not hesitate to get in touch

Kind regards, Colin

is this legal?

Just keep pestering them, mate. Though sometimes I find being really polite is the best strategy. Just keep repeating the same argument over and over until they bend.

TonyStark64 · Aug 18, 2014

What do you expect from the "worst company on the internet"!!!! :angry:

A company with non-existant customer service...put "out of stock" steelbooks of their "ultra limited" editions on ZavviOutlet on Ebay & Amazon at higher prices!!!!...instead of replacing damaged ones sent out in pathetic mailers!!!

Who have the audacity to claim that if the disc is undamaged then that is all that matters!!!!! :muted:

...the steelbook is damaged!!..so what!!! it's not part of the package...here's 10% discount!!!! F******!!!! Trading Standards would have a field day with Zavvi!!!!

Who don't inform their loyal customers by e-mail that the Indiana Jones & Captain America steelbooks have been delayed!!! :angry:

If it wasn't for their "exclusives" i wouldn't touch Zavvi with a bargepole!!!! Bunch of Goddamn Shysters!!!

hellboydce1 · Aug 18, 2014

awoke to 5 emails about all the indy's and cap america with the usual we are sorry blah blah following up with suppliers yadda yadda, i wouldn't be surprised if we end up not getting the indy's

Noodles · Aug 19, 2014

Fed up with this company now... still receiving damaged steels because the padding they use in the white boxes is useless, as is their CS team. I also see they're doing a 2 for £30 deal on some recent releases which I paid full price for... sick of feeling ripped off, so I've just cancelled a load of pre-orders with them and it actually felt really good.

VeganVulcan · Aug 19, 2014

Question, I'm going to return a couple of items to zavvi for the first time.. I need help understanding these two parts:

"-Label your package. Please attach the label included in this document to the parcel. The package must clearly
include the phrase “RETURNED ITEM(S)” or it will not be accepted at our sorting facility. In this case a refund or
replacement cannot be made."

The package must include the phrase "Returned item(s)". Do I write this somewhere? It doesn't literally say "Returned Item(s)" on the return form I received, so I'm guessing I must include this outside the package?

"-Please DO NOT mark or affix the returns label to the original manufacturer’s container. Labels should only be affixed
to the mailing box/bag. Refunds will not be issued in this case."

Ok I get that I shouldn't attach anything to the item, but are they saying I can't even put the document inside the shipping box???

Very confusing.. I just don't want them to find an excuse to not give me a refund.

UpsetSmiley · Aug 19, 2014

VeganVulcan said:
Question, I'm going to return a couple of items to zavvi for the first time.. I need help understanding these two parts:

"-Label your package. Please attach the label included in this document to the parcel. The package must clearly
include the phrase “RETURNED ITEM(S)” or it will not be accepted at our sorting facility. In this case a refund or
replacement cannot be made."

The package must include the phrase "Returned item(s)". Do I write this somewhere? It doesn't literally say "Returned Item(s)" on the return form I received, so I'm guessing I must include this outside the package?

"-Please DO NOT mark or affix the returns label to the original manufacturer’s container. Labels should only be affixed
to the mailing box/bag. Refunds will not be issued in this case."

Ok I get that I shouldn't attach anything to the item, but are they saying I can't even put the document inside the shipping box???

Very confusing.. I just don't want them to find an excuse to not give me a refund.

Are you returning a damaged item and are you in the UK? If you are and it's damaged you should be sent a free label called Collect Plus.

If not, you shouldn't need to write anything on the front, I just received a returns form and include is a label with "RETURNS DEPARTMENT" marked on it.

You can put the document in the box I have no idea what they mean by "manufactuer's container" do they mean the packaging or the item itself? Who knows.

When I return items via freepost, all I do is print both documents. The return label and the return form. You won't need the freepost label if that's not the option you've gone by so just print the required document(s) sent to you. Put the Steelbook/item inside the box with the return form (fill it out if applicable) and affix the label to the front. That's all I do!

Hope I didn't confuse things too much.

surfury · Aug 19, 2014

Whether or not this applies here is debatable, however for those that would like to see it in black and white, here is an extract from a Trading Standards site in the UK (as usual click on the quotation for it in full)

Misleading prices - what the law says
The Consumer Protection from Unfair Trading Regulations 2008 prohibits commercial practices that are unfair to you. If a trader misleads you or engages in an aggressive commercial practice and you make a decision to purchase goods or services which you would not otherwise have done, the trader may be in breach of the regulations. There are 31 specific commercial practices set out in the regulations which are banned outright.
The regulations deal with a range of practices which are considered unfair but there are specific requirements for pricing.
The following practices are considered unfair in all circumstances:

Inviting you to purchase a product at a special offer price without making you aware that there is limited stock/availability and where the trader knew that demand for the product generated by advertising would outstrip supply (bait advertising)

Inviting you to purchase a product at a special offer price but then refusing to show that product to you, refusing to take orders or deliver the product within a reasonable time or showing a defective sample of the product with the deliberate intention of promoting a different product (bait and switch)

Falsely stating that the product will only be available for a limited time or that special terms for that product will only be available for a certain time with a view to persuading you to make an immediate decision about the purchase

Describing a product as 'free' (or similar wording) if you have to pay something (other than unavoidable costs of carrying out the transaction and collection/delivery charges)

The regulations also state that traders must not mislead you by giving false information or leaving out information as to the price of a product or the way the price is calculated.

Thanks to http://www.tradingstandards.gov.uk/cgi-bin/brighton-hove/con1item.cgi?file=*ADV1011-1111.txt

As an addendum, whilst this has been posted in the Zavvi thread as folks seem to be having a lot of problems recently, the above applies to ALL retailers in the UK, and applies to all goods and services. Hope this helps.

Steeler · Aug 19, 2014

Why was my last post deleted? The forums are acting strange lately. "Powered by Zavvi"?

Flash · Aug 20, 2014

Have they removed the 2 for £30? :/

VeganVulcan · Aug 20, 2014

UpsetSmiley said:
Are you returning a damaged item and are you in the UK? If you are and it's damaged you should be sent a free label called Collect Plus.

If not, you shouldn't need to write anything on the front, I just received a returns form and include is a label with "RETURNS DEPARTMENT" marked on it.

You can put the document in the box I have no idea what they mean by "manufactuer's container" do they mean the packaging or the item itself? Who knows.

When I return items via freepost, all I do is print both documents. The return label and the return form. You won't need the freepost label if that's not the option you've gone by so just print the required document(s) sent to you. Put the Steelbook/item inside the box with the return form (fill it out if applicable) and affix the label to the front. That's all I do!

Hope I didn't confuse things too much.

I don't live in the UK, I only received the returns form. Ok so I'll cut out the "Returns department" label with their address and put it on the outside and the other document with item information inside the shipping packaging? That's all? I've asked Zavvi but they haven't replied yet...

digitalbabe · Aug 20, 2014

Steeler said:
Why was my last post deleted? The forums are acting strange lately. "Powered by Zavvi"?

@Steeler, nope-we always try to keep all threads on topic-you were discussing discount codes-please check the 1 time use code stickied in Steelbook forum for that. Thanks!

UpsetSmiley · Aug 20, 2014

VeganVulcan said:
I don't live in the UK, I only received the returns form. Ok so I'll cut out the "Returns department" label with their address and put it on the outside and the other document with item information inside the shipping packaging? That's all? I've asked Zavvi but they haven't replied yet...

Yes, and the item information document says "if item is damaged please specify", I would fill that out. But they might not even read it.

I recommend tweeting Zavvi via @ZavviHelp. You get faster responses I've found!

Steeler · Aug 20, 2014

digitalbabe said:
@Steeler, nope-we always try to keep all threads on topic-you were discussing discount codes-please check the 1 time use code stickied in Steelbook forum for that. Thanks!

But it was on topic? I was discussing the fact that I had requested Zavvi to remove an item from one order a few days ago. They told me 'no problem' and went and removed the item from a different order, throwing my discount out the window. Zavvi obviously didn't bother double checking the order number. Luckily the item was still in stock, but my discount code was good for nothing.

Ashcroft · Aug 21, 2014

Well, I just received my Scream steelbook from the 2 for £30 offer, and Zavvi are back to using the cardboard envelopes instead of the boxes. It's pretty badly damaged.

MrBMT · Aug 21, 2014

Ricardo13 said:
Where do I stand now mine arrived and behind the j card is scratched to hell don't no how this can happen the one steel I wanted mint

Wow, looks like someone kicked it across the floor or something

You could try and return it for a refund if you wanted, though Zavvi will probably try and fob you off with their standard 10% refund first. Unfortunately it's unlikely you'll get a replacement out of them as it's sold out.

HUBMUSWELL · Aug 21, 2014

Ricardo13 said:
Where do I stand now mine arrived and behind the j card is scratched to hell don't no how this can happen the one steel I wanted mint

Something happened pre-sealing...Reminds me of the Blufans WIR!

I would contact Zavvi and go for a full refund...Try to pick up an open copy in the secondary market.

Norwichlad · Aug 21, 2014

Ask via your Zavvi account for a replacement and show them pics. If they can't as sold out then only option is to take discount they offer or send back for refund. They really should keep some back

digitalbabe · Aug 21, 2014

Steeler said:
But it was on topic? I was discussing the fact that I had requested Zavvi to remove an item from one order a few days ago. They told me 'no problem' and went and removed the item from a different order, throwing my discount out the window. Zavvi obviously didn't bother double checking the order number. Luckily the item was still in stock, but my discount code was good for nothing.

Hey @Steeler, I understand

But then you asked for another discount code. Usually when this starts happening more and more people then start asking for codes, and threads get derailed, which is why we have a specific thread for it ( 1 time use code). Thanks for your help!

Frshcoupe · Aug 21, 2014

Ricardo, that is simply unacceptable. I would be on the phone with a Zavvi rep ripping them to shreds. Not to mention how pi$$ed off I would be! I hate seeing things like this. You look forward to getting your item that you paid for and it arrives damaged. I'm frustrated for you!

Ricardo13 · Aug 21, 2014

Frshcoupe said:
Ricardo, that is simply unacceptable. I would be on the phone with a Zavvi rep ripping them to shreds. Not to mention how pi$$ed off I would be! I hate seeing things like this. You look forward to getting your item that you paid for and it arrives damaged. I'm frustrated for you!

I was mad enough it was late your right I'm going to be like a dog and a bone on this one and not let if drop

Zavvi - Retailer chat [Europe]

Attachments

Steeler

TonyStark64

hellboydce1

Noodles

VeganVulcan

UpsetSmiley

The Ninja with True Grit

surfury

AlienGreyhoundSteel

Steeler

Flash

VeganVulcan

digitalbabe

UpsetSmiley

The Ninja with True Grit

Steeler

Ashcroft

MrBMT

Steelbook Collector

HUBMUSWELL

#Metal Hunter

Norwichlad

digitalbabe

Frshcoupe

Ricardo13

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