Zavvi - Retailer chat [Europe]

AmarD1981 · Aug 29, 2014

CasuallyDressed said:
They will only tell you to reorder if you contact them. Easy way around that is - Don't contact them.

@AmarD1981 , you haven't lost your pre orders. A few days (normally the Tue/Wed) before release you'll get a "'Payment problem" email. This is Zavvi giving you an opportunity to update your payment details. Annoyingly you'll have to do it with each of your pre orders made on your old card.

Here is the email you'll receive when your payment fails:

Don't contact them, just update your payment details.

Thanks that's very helpful, I've already put my new card details in my account payment settings & deleted the old one, so when the time comes should I just kinda fake it & do it again ?

CasuallyDressed · Aug 29, 2014

AmarD1981 said:
Thanks that's very helpful, I've already put my new card details in my account payment settings & deleted the old one, so when the time comes should I just kinda fake it & do it again ?

When the email comes through follow the link and it'll take you to a page with a couple of options:

1. Choose a card from your list
2. Enter details for a new card

If you've already put your new card into your account then just pick it from the list. Normally they'll attempt to charge it the same day but they say to give them 48hrs I think.

HUBMUSWELL · Aug 29, 2014

Here's a link to review Zavvi's Feedback...

https://www.trustpilot.com/review/www.zavvi.com

JackRegan · Aug 29, 2014

AmarD1981 said:
I have a load of steels on PO with zavvi (some of which are now sold out) at the weekend I lost my Debit card & now have a replacement card. I've updated my payment details on site & deleted the old payment details.
So my question is: Have I now lost my pre orders?

When the card I used was hacked, and the orders couldn't be placed, they sent me notification and you then have 48 hours to update or change your payment method (first time I've been grateful to Zavvi, otherwise the hack would have gone on longer!); so I don't see why you should have any problems.

Write to them and tell them the situation, and also remind them of the 48 hour notifiction thing - it may help.

Hope you don't lose them.

GVZER · Aug 30, 2014

So I never recieved my 3:10 to Yuma or Under The Skin steelbooks
And i emailed them a week or two ago. They tell me i have to wait til 30 days to submit a claim well I did. Now they say theu work under a 40 day policy and i cannot get a replacement or refund but they are sorry for the inconvienience!!!!!? What kind of company is this??!! This is a joke. They lost me as a customer no matter how "ULTRA LIMITED" their stupid oversaturated market of pretty steelbooks is. Im done.

tristar6 · Aug 30, 2014

So Zavvi grant me a 5 GBP coupon on my next order for the mistake they did with my INDI Steels...WOW!! THANK YOU ZAVVI ....

Lollard2002 · Aug 30, 2014

Welcome to the alternative universe that is called Zavvi and where customer service is never an option........

CasuallyDressed · Aug 30, 2014

G:Box said:
So I never recieved my 3:10 to Yuma or Under The Skin steelbooks
And i emailed them a week or two ago. They tell me i have to wait til 30 days to submit a claim well I did. Now they say theu work under a 40 day policy and i cannot get a replacement or refund but they are sorry for the inconvienience!!!!!? What kind of company is this??!! This is a joke. They lost me as a customer no matter how "ULTRA LIMITED" their stupid oversaturated market of pretty steelbooks is. Im done.

This same thing happened to the missus. Her Monsters Uni steel never arrived and first off Zavvi were all 'Well prove it other wise no refund for you'. Obviously you can't prove that you never received an item. She had to push and push until she eventually got one of the scrotes to email her a phone number and she just went batshit at them over the phone. Was quite impressive to watch.

Anyway, after her tirade she got the refund.

GVZER · Aug 30, 2014

CasuallyDressed said:
This same thing happened to the missus. Her Monsters Uni steel never arrived and first off Zavvi were all 'Well prove it other wise no refund for you'. Obviously you can't prove that you never received an item. She had to push and push until she eventually got one of the scrotes to email her a phone number and she just went batshit at them over the phone. Was quite impressive to watch.

Anyway, after her tirade she got the refund.

I started a claim via mastercard. That should get it done.

Harasakicho · Aug 30, 2014

JackRegan said:
When the card I used was hacked, and the orders couldn't be placed, they sent me notification and you then have 48 hours to update or change your payment method (first time I've been grateful to Zavvi, otherwise the hack would have gone on longer!); so I don't see why you should have any problems.

Write to them and tell them the situation, and also remind them of the 48 hour notifiction thing - it may help.

Hope you don't lose them.

I had a similar situation happen to me and I was not given a 48 hour window to change my payment details and my preorder for Cap2 was sold to the next customer in line. From reading this forum I think this happened to many customers so this particular movie might be an exception to the rule. I hope Zavvi handles your case infinitely better than they did mine.

travid · Aug 31, 2014

Simple lesson here folks, BOYCOTT ZAVVI!

Rant ongoing! :angry:

Ronnie3067 · Aug 31, 2014

travid said:
Simple lesson here folks, BOYCOTT ZAVVI!

Rant ongoing!

If people feel that some kind of consumer action is required then it would have to be coordinated with everybody getting involved. Liaise with other interested parties and have an agreed framework then launch the action and stick to the original plan.

travid · Aug 31, 2014

Ronnie3067 said:
If people feel that some kind of consumer action is required then it would have to be coordinated with everybody getting involved. Liaise with other interested parties and have an agreed framework then launch the action and stick to the original plan.

100% agreed.

I won't be buying from them again, but If people continue to recieve their steelbooks without too much fuss and in good condition, they will continue to buy.
However, their CS remains poor and because they seem to be "The home of steelbooks", collectors, I hope, will boycott them.

As for a co ordinated effort, well if people use the only weapon they have, i.e. Simply not buying from them, then they may get the message. A good example of consumer action was the Play.com use of padded boxes, which seemingly occured because of customer complaints and HDN.

snooloui · Aug 31, 2014

travid said:
100% agreed.

I won't be buying from them again, but If people continue to recieve their steelbooks without too much fuss and in good condition, they will continue to buy.
However, their CS remains poor and because they seem to be "The home of steelbooks", collectors, I hope, will boycott them.

As for a co ordinated effort, well if people use the only weapon they have, i.e. Simply not buying from them, then they may get the message. A good example of consumer action was the Play.com use of padded boxes, which seemingly occured because of customer complaints and HDN.

That is the problem though, many constantly moan about Zavvi and yet still purchase from them. If you receive bad service from a retailer, common sense suggests not to use that retailer anymore. I think many feel that Zavvi have them over a barrel with the number of exclusives they release, but they are only films in metal cases at the end of the day. It is not as if Zavvi are the only option, there are plenty of other retailers offering great exclusives and a few people on this forum manage to avoid Zavvi with little regret. If a person feels the need to constantly resort to sweary rants about Zavvi (or any retailer for that matter) and yet continue to be a customer, then they probably have issues and should see a professional.

travid · Aug 31, 2014

snooloui said:
That is the problem though, many constantly moan about Zavvi and yet still purchase from them. If you receive bad service from a retailer, common sense suggests not to use that retailer anymore. I think many feel that Zavvi have them over a barrel with the number of exclusives they release, but they are only films in metal cases at the end of the day. It is not as if Zavvi are the only option, there are plenty of other retailers offering great exclusives and a few people on this forum manage to avoid Zavvi with little regret. If a person feels the need to constantly resort to sweary rants about Zavvi (or any retailer for that matter) and yet continue to be a customer, then they probably have issues and should see a professional.

Could not agree more.

Personally, I am old enough to realise that you can only give a retailer perhaps a few chances, before you have your own boycott.
I still use Amazon and John Lewis, not only for their prices, but their, almost 100% excellent customer service.

Zavvi have now broken my "couple of chaces rule", so therefore its bye bye Zavvi. It really is that simple

Ronnie3067 · Aug 31, 2014

travid said:
Could not agree more.

Personally, I am old enough to realise that you can only give a retailer perhaps a few chances, before you have your own boycott.
I still use Amazon and John Lewis, not only for their prices, but their, almost 100% excellent customer service.

Zavvi have now broken my "couple of chaces rule", so therefore its bye bye Zavvi. It really is that simple

I've had no issues with Zavvi apart from the 'stretching' on the corners of V for Vendetta, which I believe was Scanavo's fault anyway, but still try to limit my exposure to them all the same.

I'm getting a few of the Disney SteelBooks as myself and my girlfriend both enjoy the movies but I actively source alternatives to their other exclusives - I bought the German versions of Captain America: The Winter Soldier and Sin City.

Lollard2002 · Aug 31, 2014

I have to admit if there is an alternative European Steelbook to what Zavvi are doing, I will purchase it. Yes it will cost more but it's worth is as you don't get the problems and bad service you do with Zavvi if things do go wrong.

JackRegan · Aug 31, 2014

Harasakicho said:
I had a similar situation happen to me and I was not given a 48 hour window to change my payment details and my preorder for Cap2 was sold to the next customer in line. From reading this forum I think this happened to many customers so this particular movie might be an exception to the rule. I hope Zavvi handles your case infinitely better than they did mine.

I just don't understand them.

I really do empathise with everyone who's had hassle from them - I'm getting to the end of my thether with them.

They sometimes appear to have a handle on things, then other times (a lot of the time, actually) they appear like a bunch of bumbling amateurs.

Then again, the latter probably explains why Virgin Megastores went bust big time - these guys did run it after all!

Ronnie3067 · Aug 31, 2014

JackRegan said:
I just don't understand them.

I really do empathise with everyone who's had hassle from them - I'm getting to the end of my thether with them.

They sometimes appear to have a handle on things, then other times (a lot of the time, actually) they appear like a bunch of bumbling amateurs.

Then again, the latter probably explains why Virgin Megastores went bust big time - these guys did run it after all!

The whole company seems to be fragmented with no contact with each other.

JackRegan · Aug 31, 2014

Ronnie3067 said:
I've had no issues with Zavvi apart from the 'stretching' on the corners of V for Vendetta, which I believe was Scanavo's fault anyway, but still try to limit my exposure to them all the same.

I'm getting a few of the Disney SteelBooks as myself and my girlfriend both enjoy the movies but I actively source alternatives to their other exclusives - I bought the German versions of Captain America: The Winter Soldier and Sin City.

Hi Ronnie,

I agree whole heartedly about Zavvi's appparent fragmentation. Seriously long gone time they go their act together; and if they did, I'm sure their sales would rocket as belief returned to the buying public.
Surely someone in their hierachy must know that?!

p.s. Where is the stretching on V for Vendetta. Mine's stil unopened, but there's nothing apparent.

Zavvi - Retailer chat [Europe]

Attachments

AmarD1981

CasuallyDressed

HUBMUSWELL

#Metal Hunter

JackRegan

GVZER

苦い

tristar6

Plain Archive Addicted

Lollard2002

CasuallyDressed

GVZER

苦い

Harasakicho

travid

Welsh Ninja like

Ronnie3067

travid

Welsh Ninja like

snooloui

The 'Negative' Ninja

travid

Welsh Ninja like

Ronnie3067

Lollard2002

JackRegan

Ronnie3067

JackRegan

Similar threads