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.

 

[Scarface]

I ordered it as soon as it became live on their site! Worryingly the same has happened to another Blu-ray.com member... hope this doesn't become the norm.

I hope u can get it sorted out cuz there is absolutely no reason as to why this should of happened, it really is bang out of order, and the fact that they say oh we don't know why an adviser would cancel the order before contacting you this is not acceptable, that is complete bs, well they should bloody well find out then, honestly I doubt they will get back to you but I hope they do mate, and if not, someone can help you out.

 

[Thelite13]

They send you an email asking if you want to change payment method. If you don't within a short amount of time (1-2 days ish) they cancel your order.

---------- Post added at 11:44 PM ---------- Previous post was at 11:41 PM ----------

Also just received goldeneye steel today perfect condition. Ordered quite a few things from them recently about 8 steels none damaged.

 

[jimbean]

Zavvi code £8 off £80 spend - PAYDAY80

 

[admiralakbar]

How many copies did you order and did you violate the 5 per limit in the past?

I only ordered one copy for myself and have never ordered more than five copies of anything!

---------- Post added at 08:36 PM ---------- Previous post was at 08:32 PM ----------

I hope u can get it sorted out cuz there is absolutely no reason as to why this should of happened, it really is bang out of order, and the fact that they say oh we don't know why an adviser would cancel the order before contacting you this is not acceptable, that is complete bs, well they should bloody well find out then, honestly I doubt they will get back to you but I hope they do mate, and if not, someone can help you out.

This was the worrying response from Customer Relations:

Hi Andy,

Thank you for your patience whilst this matter regarding order - XXXXXXXX has been looked into for you.

Firstly I am truly sorry to hear about your recent experience, I wanted to speak with you directly however there is no contact telephone number on your account. I have therefore decided to send you a personal message through your online account as an alternative point of contact.

I want you to know that it is not our intention to cause any upset to yourself or any of our customers for that matter, our standards are set very high here at Zavvi.com and to hear that we have an unsatisfied customer is extremely disheartening.

I have looked into the correspondence from our Customer Service Team, Please be assured that I have no doubt in my colleagues ability however this matter will certainly by discussed with the individuals involved, further training will be provided to make sure that every member of staff is meeting and providing the highest level of customer service possible.

With regards to order XXXXXXXX once an order has been placed we are unable to make amendments to that order, the only way that this would be is if the order had gone to payment problem. The item was no longer available therefore this item would never have been dispatched and would have been cancelled, hence the reason that we do not take payment until items have been dispatched. No contract is entered into only when items are dispatched and payment is taken.

As a company we don’t normally offer compensation however on this one occasion for all the inconvenience caused I would like to offer you £5.00 credit on your online account to use on the next order you place with us. Please let me know at your earliest convenience if you would like to accept this offer and I will allocate this for you.

I understand that this entire situation has an inconvenience to you. I would like to express my deepest apologies and reassure you that preventions as advised above will be made to stop similar issues from reoccurring.

If there is anything further I am able to assist you with please do not hesitate to contact me directly using the above email address. I will always be more than happy to assist you with any query.

Kind Regards,

Nicola XXXXXX
Customer Relations Executive
Customer Relations Team

I have replied asking her to confirm if this relates to ALL orders for this steelbook or just my own. Will update when/if I get a response.

 

[snoopcat1987]

just had my star trek, Aladdin and nemo orders cancelled and i have no idea why

---------- Post added at 02:20 PM ---------- Previous post was at 02:19 PM ----------

the order i placed was 2 of each

 

[snoopcat1987]

hi just received this message from zavvi and i have no clue why. Did anyone else receive this message?

Thank you for placing order 27885570 with us.

For security purposes to help us proceed with your order, we would like to verify your details and require evidence of your billing address. This can be in the form of a utility bill or credit / debit card statement.

Please ensure your name and address are clearly legible and that any sensitive data is hidden before sending it to us via one of the following ways:

EMAIL: [email protected]
POST:
Customer Services
Meridian House
Gadbrook Park
Northwich
Cheshire
CW9 7RA

Please include your order number so we will be able to resolve this quicker for you.

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,

Bobby

Zavvi.com Customer Service Team

---------- Post added at 02:43 PM ---------- Previous post was at 12:54 PM ----------

BUMP

 

[MrRegan]

just had my star trek, Aladdin and nemo orders cancelled and i have no idea why

---------- Post added at 02:20 PM ---------- Previous post was at 02:19 PM ----------

the order i placed was 2 of each

When did you place your order.

 

[Blu-devil]

Zavvi are making a lot of folk very nervous, me included. They certainly know how to exercise The old sphincter muscles.

 

[Parkman]

I reckon they screwed up again and there will be more of this to come. An ordering system that does not work at the most crucial of times for most people. As they get busier and release more and more steels everyday of the week it will become hit and hope.
They will get away with this mainly because they are a big company, there customer service is virtually non existent it takes them days not hours to get back to people, as I said before all good until something goes wrong. When it does go wrong you have no chance, then when the ..... Does hit the fan they offer you five quid. No not five quid in cash but a fiver off your next purchase brilliant. They over price all of there steels and like lambs to the slaughter we all fall in line and keep ordering from this company. As long as we do they will keep banging out steels like they are amarays. You can move this to the Zavvi thread if you wish but before you do I'll say this...............................................

---------- Post added at 07:36 PM ---------- Previous post was at 07:23 PM ----------

Zavvi are sooooo taking the .......... Even with the latest codes one of the codes is payday80 FFs

 

[Steeler]

Zavvi screwed up my order of Fight Club a while back. They asked me to change payment method, but when I logged on to my account the resolve button the referred to was unavailable. I kept sending them messages asking them to help me out. This went on for a while, and then finally the order was cancelled. I wrote an angry email, I got my £5.0 credit offer and I told them I didn't think it was a whole lot considering the time and effort it had taken getting in touch with them. This is what they said:

"Thank you for your email regarding your order.

I'm sorry you are not happy with the £5.00 credit offered. This is the highest gesture of goodwill, this is non-negotiable and no further goodwill gesture will be offered to you.

Please let me know if you would like to accept this offer of £5.00 credit and I will add this to your account for you.

I am once again truly sorry for any inconvenience this has caused you. If there is anything further I can assist you with in the meantime, please feel free to contact me.

Kindest regards,

XXXXXXXXXXXXXX
Customer Relations Executive
Customer Relations Team"

They have to stop trying to pay their way out of their problems and just fix the system. £5 isn't a whole lot if you have to go ebay hunting because the store screwed up your order.

 

[goufcustom]

Hey guys I tried to look into this thread but seems to not clear that if I ordered more than one steelbooks per one order, normally does Zavvi ship them separately? Or all in one parcel? Or it depends? Thanks guys

 

[Flip]

Hey guys I tried to look into this thread but seems to not clear that if I ordered more than one steelbooks per one order, normally does Zavvi ship them separately? Or all in one parcel? Or it depends? Thanks guys

all separate in my experience (free shipping method) it may be different if you paid for tracked delivery

 

[jayhsong]

hi just received this message from zavvi and i have no clue why. Did anyone else receive this message?

Thank you for placing order 27885570 with us.

For security purposes to help us proceed with your order, we would like to verify your details and require evidence of your billing address. This can be in the form of a utility bill or credit / debit card statement.

Please ensure your name and address are clearly legible and that any sensitive data is hidden before sending it to us via one of the following ways:

EMAIL: [email protected]
POST:
Customer Services
Meridian House
Gadbrook Park
Northwich
Cheshire
CW9 7RA

Please include your order number so we will be able to resolve this quicker for you.

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,

Bobby

Zavvi.com Customer Service Team

I received that e-mail when my billing and shipping addresses were different.

 

[snoopcat1987]

Ok so i got a call today from zavvi. They told me that they had been experiencing problems and they couldnt get the payments to go through for my orders for, kill bill and nemo and Aladdin so thus they cancelled my orders.

After explaining that these items were pre orders and that they shouldn't try and charge me now as they apparently only charge on dispatch or a week before, the same person that called me was confused and had no clue why they were cancelled.

All he said that there must have been an error in the system and he didnt know why it happened.

 

[snooloui]

All he said that there must have been an error in the system and he didnt know why it happened.

Clearly because Zavvi's 'system' is useless and the people operating it don't really know what they are doing

I mean Play.com were not perfect, but at least they could take orders and send them like a normal retailer.

 

[ABjerg]

Made my first order directly from the Zavvi page (I've ordered once through Play.com and I was NOT satisfied).

I decided to give them a chance because of the new packaging, the fact they are taking over the 'steelbook-exclusive' releases, and well they are cheap.

Let's hope all goes well!

 

[snoopcat1987]

ya i know its a shame because you think they will get better as they are probably the biggest retailer in uk for steelbooks right now, and it seems they are just getting worse by the day.

They said they will try and sort something out and if i need anything to contact them via message through zavvi website lol

 

[jayhsong]

Ok so i got a call today from zavvi. They told me that they had been experiencing problems and they couldnt get the payments to go through for my orders for, kill bill and nemo and Aladdin so thus they cancelled my orders.

After explaining that these items were pre orders and that they shouldn't try and charge me now as they apparently only charge on dispatch or a week before, the same person that called me was confused and had no clue why they were cancelled.

All he said that there must have been an error in the system and he didnt know why it happened.

When did you place the orders and how many copies did you order per steelbook? Are those cancelled all of your outstanding orders or only part of them?

Your experience as well as others makes me really nervous about my outstanding orders.

 

[Steeler]

ya i know its a shame because you think they will get better as they are probably the biggest retailer in uk for steelbooks right now, and it seems they are just getting worse by the day.

They said they will try and sort something out and if i need anything to contact them via message through zavvi website lol

Sounds like nobody's safe then. At least Amazon's system works. You even get 3-4 days to sort your payment info if there's anything wrong. I liked the fact that Amazon was getting some competition, but if this is how it's going to be, it seems to come at a pretty high price. Or maybe I'm just being too much of a pessimist.

 

[Rand]

I'm starting to believe somebody at Zavvi just gets bored every so often and throws darts at names on a board to see whose orders to cancel next. Makes about as much sense as any other excuse they seem to be giving customers.