Zavvi - Retailer chat [Europe]

stevethos · Feb 10, 2016

Flloydo said:
Is the label on the bottom right the one that's included on the return form?

I kind of recognise it but i just always include the return form inside the package without cutting anything off.

Im guessing they no longer use collect labels then. They was so much easier plus my Royal Mail closes at random times each day!!

Yeah, the instructions say to cut it out and affix it to the exterior (it has the address on it after all) and place the rest inside the package.

The last time I did a return it got "lost" in the post so I lost £20, so this time I wanted to be sure that it won't get lost again lol

Flloydo · Feb 10, 2016

stevethos said:
Yeah, the instructions say to cut it out and affix it to the exterior (it has the address on it after all) and place the rest inside the package.

The last time I did a return it got "lost" in the post so I lost £20, so this time I wanted to be sure that it won't get lost again lol

It's just odd they are slightly different addresses. Makes it a bit confusing.
Cheers anyway

hatredhorror · Feb 26, 2016

biggest sale ever lol.. prices for many items in the 2 for 18gbp offer have increased... also after applying the discount code lol

Futurhythm · Feb 26, 2016

Sorry in advance for another Zavvi complaint post, but sometimes you just have to vent after dealing with them.

I put in an order yesterday afternoon and for some reason it went through twice. Luckily I noticed this and tried to cancel one of them. For whatever reason, I kept getting an error message and couldn't put the cancellation request through so I emailed customer service instead, asking them to cancel one of the two orders. I get a reply today saying they can't cancel my order because the items are already awaiting despatch, and that they will forward me instructions on how to return everything for a refund. I check the status of my two orders and the one I sent the email from had indeed gone to despatch, but the other one was still awaiting stock pick with an estimated despatch date of the 29th. I try and cancel manually and everything goes through fine. Couple of hours later, I get an email saying my cancellation failed. I check the status and it's gone from "Awaiting Stock Pick" to "Awaiting Despatch". I've been charged and despatched two orders which are exactly the same because useless Zavvi customer service wouldn't show a bit of common sense and cancel the other order which hadn't gone into processing yet. :LOL:

Zavvi really really need to fix how cancellations are processed. It's such an unfriendly system and there's just no standard window of time for customers to cancel orders.

DeathWish · Feb 26, 2016

The same thing happened to me a while ago. I accidentally picked the wrong shipping method on one order and just one or two minutes later, after I noticed the mistake, I cancelled the whole order via cancellation request. In belief that this order is in fact cancelled, I ordered the same items again. A short while after I received the same message as you, that the items are already awaiting despatch. No way in hell these items are awaiting despatch, 60 seconds after the order was given. Zavvi's interface is a mess. Anyway, I kept the duplicate items and sold them. Less hassle for me than sending them back.

Talithax · Feb 26, 2016

Possibly for something a little different here, I'd like to share a positive experience I've just had with Zavvi and their customer service...

... On the 8th of December the re-release, lenticular version of Thor I'd ordered shipped, and... on the 21st of February I finally realised that it hadn't arrived! (All I have to offer in my... vague... defence is that I received a lot of items in December and just, foolishly, as it happens, assumed that it must have arrived with all of the others.)

Now, despite having had a bit of a hunt around on Zavvi's site and reading that they needed to be notified of missing parcels within, I think, 40 days, I still got in contact with them anyway and, with no hassle whatsoever, they've already refunded me for the missing steel! (They replied within 24 hours with a form to complete and send back, which I did, and the next reply the following day was that they'd refund the money, and then a day after that I got another email confirming that it was done...)

Granted, I now have an 'incomplete set' and, of course, that Thor has to be the one that's sold out, but these things -- unfortunately -- happen occasionally and I'm just pleased to have my money back when, really, I'd been prepared to accept it as a lost cause.

CyberT · Feb 29, 2016

What is happening with paypal support! I was just going to checkout and only payment method I get is Credit/Debit Card ?!

What did I miss? I already made a number of purchases from zavvi and always was able to pay with paypal.

DoomsdaysNear · Mar 2, 2016

Talithax said:
Possibly for something a little different here, I'd like to share a positive experience I've just had with Zavvi and their customer service...

... On the 8th of December the re-release, lenticular version of Thor I'd ordered shipped, and... on the 21st of February I finally realised that it hadn't arrived! (All I have to offer in my... vague... defence is that I received a lot of items in December and just, foolishly, as it happens, assumed that it must have arrived with all of the others.)

Now, despite having had a bit of a hunt around on Zavvi's site and reading that they needed to be notified of missing parcels within, I think, 40 days, I still got in contact with them anyway and, with no hassle whatsoever, they've already refunded me for the missing steel! (They replied within 24 hours with a form to complete and send back, which I did, and the next reply the following day was that they'd refund the money, and then a day after that I got another email confirming that it was done...)

Granted, I now have an 'incomplete set' and, of course, that Thor has to be the one that's sold out, but these things -- unfortunately -- happen occasionally and I'm just pleased to have my money back when, really, I'd been prepared to accept it as a lost cause.

You should play the lotto or something cause you're lucky. I just ordered my first steel from Zavvi in probably 8 months. I used to order from them a lot and yes had a few bad experiences but they were always good about correcting it, however, that changed. I ordered close to 20+ in one month and close to half were damaged. A couple they replaced but most they could cause they were out. Getting the refunds was a pain.

The reason for this very repetitive complaint is that Zavvi IMO used to put out decent steels(a little high in price) but then CS tanked. I don't mind paying a little more but I want a customer service department that responds quick with a resolution.

paulboland · Mar 6, 2016

Futurhythm said:
Sorry in advance for another Zavvi complaint post, but sometimes you just have to vent after dealing with them.

I put in an order yesterday afternoon and for some reason it went through twice. Luckily I noticed this and tried to cancel one of them. For whatever reason, I kept getting an error message and couldn't put the cancellation request through so I emailed customer service instead, asking them to cancel one of the two orders. I get a reply today saying they can't cancel my order because the items are already awaiting despatch, and that they will forward me instructions on how to return everything for a refund. I check the status of my two orders and the one I sent the email from had indeed gone to despatch, but the other one was still awaiting stock pick with an estimated despatch date of the 29th. I try and cancel manually and everything goes through fine. Couple of hours later, I get an email saying my cancellation failed. I check the status and it's gone from "Awaiting Stock Pick" to "Awaiting Despatch". I've been charged and despatched two orders which are exactly the same because useless Zavvi customer service wouldn't show a bit of common sense and cancel the other order which hadn't gone into processing yet.

Zavvi really really need to fix how cancellations are processed. It's such an unfriendly system and there's just no standard window of time for customers to cancel orders.

When your order an item in stock
Zavvi very quickly charge your debit/credit card it happens very fast within a few minutes
Your order might not despatch until a day or 2 later but once they have charged your debit card/credit card any attempt to cancel an order will fail.

If you used a Visa Debit Card it would show up as a pending transaction within minutes of ordering if it was a credit card it would not show until a few days later

Amazon yes have a better system that you can cancel an order before dispatch and pending transaction funds would restore back as available funds

Zavvi don't use the same system as amazon which is a pity as I had this happen to me before also with Zavvi

When I want to cancel a Zavvi order the first thing I do is check my Visa Debit Card to see if a pending transaction has happened
I also use this to see when a pre order has had payment charged

In my opinion Zavvi yes should allow an order be cancelled as long as it not in process of been despatched and all they have to do is not complete the pending transaction and customers funds would return available in their bank account
Pending transaction is a 2 stage process to complete funds transfer

SteelbookGenius666 · Mar 12, 2016

So I received my Holy Grail Steelbook and it's covered in scratches and therefore going straight back, I haven't dealt with Zavvi customer service recently, so keen to find out from other ninjas if it has improved or not...

Lollard2002 · Mar 12, 2016

do you really have to ask?

OSKAME · Mar 15, 2016

Zavvi steelbooks for Princess Mononoke and Kiki's Delivery Service just came in. Kiki's steelbook has a dent in it, so will have to ask for a replacement. *sigh* Their packing material is really poor, not even bubble foil wrap, instead some thin foam that does nothing to protect the steelbook. :sorry:

but it doesn't look like it happened in transit.

I'v contacted customer support.

EDIT: CLARIFIED A BIT

Ricker · Mar 15, 2016

Does the UK have a certain amount of time that somebody can cancel an item online? I ordered Good Dinosaur yesterday from Zavvi and 5 minutes later tried to cancel as it was a duplicate order, and I received an email stating it was too late to cancel 1/2 after trying to.

Flash · Mar 15, 2016

Ricker said:
Does the UK have a certain amount of time that somebody can cancel an item online? I ordered Good Dinosaur yesterday from Zavvi and 5 minutes later tried to cancel as it was a duplicate order, and I received an email stating it was too late to cancel 1/2 after trying to.

They've been doing that a lot recently I tried to cancel something few times and got failed cancellation etc and the item didn't get despatched for like a week?

DeathWish · Mar 17, 2016

CyberT said:
What is happening with paypal support! I was just going to checkout and only payment method I get is Credit/Debit Card ?!

What did I miss? I already made a number of purchases from zavvi and always was able to pay with paypal.

If it hadn't been solved 'til now; that happened to me as well a few months ago. A temporary, but very annoying issue that was fixed in a couple of days.

InAFalsetto · Apr 18, 2016

As of 8.56am today I cannot login to any of my two Zavvi accounts. I have outstanding orders on both.

How the hell do I contact customer services ?

Worst company I have ever dealt with ...

BluSteel2012 · Apr 18, 2016

InAFalsetto said:
As of 8.56am today I cannot login to any of my two Zavvi accounts. I have outstanding orders on both.

How the hell do I contact customer services ?

Worst company I have ever dealt with ...

Sounds like they've shut your accounts down. They only do that if they think something dodgy isgoing on (not saying you are, but I've heard of it done to others) Like ordering multiple copies of an item through multiple accounts etc.....

InAFalsetto · Apr 18, 2016

BluSteel2012 said:
Sounds like they've shut your accounts down. They only do that if they think something dodgy isgoing on (not saying you are, but I've heard of it done to others) Like ordering multiple copies of an item through multiple accounts etc.....

Nothing dodgy going on here.

I can access one of my accounts now and everything looks fine. But the other one is non-existant.

I have in the past created multiple accounts to use the 'WELCOME' 10% discount.

Flash · Apr 18, 2016

InAFalsetto said:
Nothing dodgy going on here.

I can access one of my accounts now and everything looks fine. But the other one is non-existant.

I have in the past created multiple accounts to use the 'WELCOME' 10% discount.

Have you returned many items to them? As despite it being completely their fault the items are damaged they have been known to close accounts and won't even speak to you about it

InAFalsetto · Apr 18, 2016

Flash said:
Have you returned many items to them? As despite it being completely their fault the items are damaged they have been known to close accounts and won't even speak to you about it

I have in the past yes. But nothing out of the ordinary. I spend more money than what I return. And I only return if they are damaged upon arrival which is my right.

Steelbook collecting with the likes of Zavvi / Amazon are becoming a ball ache now.

Zavvi - Retailer chat [Europe]

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stevethos

Flloydo

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Talithax

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OSKAME

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