Zavvi - Retailer chat [Europe]

C.C. 95 · Apr 2, 2015

Mr Y Fronts said:
I'd be interested if you could tell me the SENDERS address from where Zavvi sent that. Zavvi have multiple warehouses with Guernsey, Channel Islands the normal despatch site for Steelbooks, occasionally they use Warrington (HQ) which usually send out in those crappy cardboard A1 mailers.

Believe it or not. From what little I can read under the royal mail stamp- it looks like it says Belgium!

themanfromunkle · Apr 4, 2015

zavvi Enquiry Update

[email protected] to you

Hello X xxxxxxx

Thanks for contacting us at zavvi.

Please do not reply to us at this e-mail address as we will not receive your message. This is an automated response.

For your records, your original query was:

Hi-photos have been sent to Feedback twice this week-please confirm receipt of these-update please

One of our customer services advisors has reviewed your query and we are able to confirm the following:

Hello X xxxxxxx

Thank you for contacting us regarding Nikita - Zavvi Exclusive Limited Edition Steelbook.

We have received your photos of the damaged item and would like to apologise that the item was received this way.

As a gesture of goodwill we would like to offer a refund of 10%.
Please can you let us know if you are happy to accept this partial refund?

Once requested this would be returned to your account within 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,

Jack

Zavvi.com Customer Service Team

If you have any further questions, please login to Your Account where you will be able to request more information.

We try to make contacting us as easy and convenient as possible and want to answer all your questions fully. Our

Me to [email protected]

Hi-I am entitled to replacements as the items were both received damaged & are still available on your website
Thank you but I refuse any partial refund
Replacements of both items please & I need a return request To send back the damaged items-in future I would ask that you do not use yodel to deliver your goods to me as their service is extremely poor

Thank you

Xxxxx xxxxxxx

From: [email protected] <[email protected]>;

Subject: zavvi Enquiry Update
Sent: Sat, Apr 4, 2015 3:06:51 PM
Hello X xxxxxxx

Thanks for contacting us at zavvi.

Please do not reply to us at this e-mail address as we will not receive your message. This is an automated response.

For your records, your original query was:

Hi-photos have been sent to Feedback twice this week-please confirm receipt of these-update please

One of our customer services advisors has reviewed your query and we are able to confirm the following:

Hello X xxxxxxx

Thank you for contacting us regarding Nikita - Zavvi Exclusive Limited Edition Steelbook.

We have received your photos of the damaged item and would like to apologise that the item was received this way.

As a gesture of goodwill we would like to offer a refund of 10%.
Please can you let us know if you are happy to accept this partial refund?

Once requested this would be returned to your account within 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,

Jack

Zavvi.com Customer Service Team

replied that I do not accept the 10% refund,both items are still available on the website and please send replacements-oh & yodel are shite & please do not send me your goods via them

Zavvi, you're returns procedure is poor when it wasn't fantastic to begin with-let alone unlawful...

Partial refund- for this...

nikita damaged 2

themanfromunkle
Mar 31, 2015

oodbastoagogo · Apr 4, 2015

I received a destroyed steelbook yesterday. It was in a cardboard sleeve. I hope this is not their new package. With the old packaging, I had no trouble, i fear the future with Potc despatched today

.

Acalica917 · Apr 7, 2015

My personal indifferent observation:

Zavvi moves up the date of a release, people complain that they might not have sufficient funds or time to cancel.
Blufans consistently moves back invoice date, people are anxious to pay.

Zavvi misses release date by a couple of days, people go ape-shizz.
Blufans misses releases by a handful of months, people state "take as long as it takes".

My personal indifferent conclusion:

Zavvi & Blufans should TEAM UP!

Just kidding...but seriously I think Zavvi doesn't get enough credit for the amount of Steelbooks they provide in the time they've been around.

Starling · Apr 7, 2015

I don't believe a PR Team is the answer, quite the opposite in fact.

Zavvi need one individual who is in the middle of it all to feed out the detail, not a nondescript group of people without ownership.

On almost every occasion on contacting zavvi you will get someone who attempts an answer, when you know they are clueless.

hayemaker · Apr 7, 2015

The hardest thing to believe is that after putting out more than 250 steelbooks in 2 years, Zavvi have nobody within their organisation who views these forums, sees all of negative comments and actually thinks it might be worth their while to do something about it.

In the words of Vizzini, inconceivable!

StifflersDad · Apr 7, 2015

Acalica917 said:
My personal indifferent observation:

Zavvi moves up the date of a release, people complain that they might not have sufficient funds or time to cancel.
Blufans consistently moves back invoice date, people are anxious to pay.

Zavvi misses release date by a couple of days, people go ape-shizz.
Blufans misses releases by a handful of months, people state "take as long as it takes".

My personal indifferent conclusion:

Zavvi & Blufans should TEAM UP!

Just kidding...but seriously I think Zavvi doesn't get enough credit for the amount of Steelbooks they provide in the time they've been around.

Thanks for that post. Made me chuckle. :happy:

ChrisWatts85 · Apr 8, 2015

Acalica917 said:
My personal indifferent observation:

Zavvi moves up the date of a release, people complain that they might not have sufficient funds or time to cancel.
Blufans consistently moves back invoice date, people are anxious to pay.

Zavvi misses release date by a couple of days, people go ape-shizz.
Blufans misses releases by a handful of months, people state "take as long as it takes".

My personal indifferent conclusion:

Zavvi & Blufans should TEAM UP!

Just kidding...but seriously I think Zavvi doesn't get enough credit for the amount of Steelbooks they provide in the time they've been around.

I tend to agree with this, Zavvi do provide us with a lot of steels and should get credit for that.

I haven't chipped in on this topic yet, despite eagerly awaiting dispatch. The one thing I will say is that Zavvi really seem to be struggling with their suppliers at the minute. I've been collecting steelbooks for a few years now and I can't remember a time when they missed so many release dates. The Imitation Game, Horns, Paddington, Frankenweenie and now this (those are just ones I've ordered in the last month that were very late)...Zavvi themselves must be incredibly frustrated with suppliers who have months to prepare for what are usually relatively small print numbers yet still miss these releases on an increasingly regular basis.

thewoe · Apr 8, 2015

Im a zavvi enthusiast, they are in touch with what people want (not just steelbooks) they do alot of awesome merchandise and collectibles, and ive never had a problem with getting a refund or replacement.

toonminator · Apr 8, 2015

ChrisWatts85 said:
I tend to agree with this, Zavvi do provide us with a lot of steels and should get credit for that.

Perhaps customers are already agitated and less forgiving because of Zavvi's sh*tty packaging and the passive-aggressive personality disorder of almost 100% of their customer service employees?

Mizu_Ger · Apr 8, 2015

I have had Avengers on preorder since it went live, but the credit card I used has now gone past it's expiry date. I emailled Zavvi, but they just told me to cancel and reorder the item. This, of course, is not possible. What's the best thing to do here? I should have used PayPal!

Geek Tragedy · Apr 8, 2015

thewoe said:
Im a zavvi enthusiast, they are in touch with what people want (not just steelbooks) they do alot of awesome merchandise and collectibles, and ive never had a problem with getting a refund or replacement.

Same. I have purchased well over a hundred steelbooks from Zavvi and have only had about five show up damaged which they quickly replaced after I provided pictures of the damage to them. That is a pretty damn good track record for a company dispatching to a guy living half way across the world from them.

Mizu_Ger · Apr 8, 2015

tokaman said:
Do nothing for now, they will try and take payment which obviously they wont be able to so they will send you a payment failure email. Go to your account to rectify this where you will be able to change payment details.
I hope this helps.

Cool. Thanks. I'll try this.

tokaman · Apr 8, 2015

Mizu_Ger said:
Cool. Thanks. I'll try this.

It's happened a couple of times for myself, once I lost my card and had to cancel it and once when my card expired. Just wait for the e-mail then go into your account and rectify what you need to. You should be fine.

Graphic_Delusions · Apr 8, 2015

Geek Tragedy said:
Same. I have purchased well over a hundred steelbooks from Zavvi and have only had about five show up damaged which they quickly replaced after I provided pictures of the damage to them.

I'm not sure if this differs if you're from another country, but Zavvi has a terrible replacement program.

Bare in mind each message you send to Customer Services takes up to 48hrs to get a reply:

First they always offer you a partial refund (why they think we would want to keep a damaged item is beyond me)
Then when you decline, they offer you to return it and provide you with the instructions with shipping label.
About a week later you get a message confirming that they have received the returned item.
About 24-48hrs later you get a response that a replacement has been sent out (or to notify it is out of stock).

Now that's about a 10 day turn around to get a replacement copy sent out. Due to the length it takes, I missed out on 2 collectable items because of their slow processing time.

Amazon, on the other hand, ship out the replacement as soon as you message them!

dLux · Apr 8, 2015

Graphic_Delusions said:
I'm not sure if this differs if you're from another country, but Zavvi has a terrible replacement program.

Bare in mind each message you send to Customer Services takes up to 48hrs to get a reply:

First they always offer you a partial refund (why they think we would want to keep a damaged item is beyond me)

Then when you decline, they offer you to return it and provide you with the instructions with shipping label.

About a week later you get a message confirming that they have received the returned item.

About 24-48hrs later you get a response that a replacement has been sent out (or to notify it is out of stock).

Now that's about a 10 day turn around to get a replacement copy sent out. Due to the length it takes, I missed out on 2 collectable items because of their slow processing time.

Amazon, on the other hand, ship out the replacement as soon as you message them!

Ive never ever needed to send anything back, no matter how small the damage has been. Ive always pushed for a replacement and they have always sent me one in a few days without needing to send the first copy back.

ChrisWatts85 · Apr 8, 2015

toonminator said:
Perhaps customers are already agitated and less forgiving because of Zavvi's sh*tty packaging and the passive-aggressive personality disorder of almost 100% of their customer service employees?

Absolutely, I'm positive that they are. Like I said in my first post, my last 4 orders from them have been considerably late (over two weeks), even new releases like The Imitation Game and Horns have been ridiculously late considering the amount of time they have to produce them. My two orders before those (The Equalizer and Dracula Untold) both had to be returned because of damage too. Sometimes criticism of Zavvi is misdirected though, particularly when it comes to late arrivals, as the supplier are to blame for not manufacturing the product in time. The fact remains that other retailers never have this problem, which infuriates customers.

Mr Y Fronts · Apr 9, 2015

This bunch of cowboys just cancelled a load of our fellow ninjas orders for Avengers Assemble Lenticular, got an email saying cancelled and no explanation. Utter Sh*te.

Well, when I couldn't think they could get any worse..

.

Vtrmart · Apr 9, 2015

Is it even worth firing off a message to find out why? My order was cancelled too.

psychoscot · Apr 9, 2015

Vtrmart said:
Is it even worth firing off a message to find out why? My order was cancelled too.

Don't waste your breath! [emoji6]

Zavvi - Retailer chat [Europe]

Attachments

C.C. 95

The Snarky Assassin

themanfromunkle

nikita damaged 2

oodbastoagogo

Acalica917

Starling

hayemaker

StifflersDad

ChrisWatts85

thewoe

With Great power, comes Great Electricity Bills

toonminator

Mizu_Ger

Geek Tragedy

Lenticular Belt

Mizu_Ger

tokaman

No Nonsense Ninja

Graphic_Delusions

dLux

ChrisWatts85

Mr Y Fronts

Vtrmart

psychoscot

Crazy Ninja 88

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