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've messaged Zavvi about my dented to buggery Star Trek - no response yet......

I messaged them too today, last time I done that I got a reply the next day, it was roughly 24 hours so not too bad but not quite the customer service of amazon

 

[jayhsong]

Sure

Spoiler

Well, if this is the case you might get a full refund.

 

[Maccadinho25]

So Zavvi dont have an automated returns service like Amazon or Play do? How amateur!

I read that i need to contact them to get a Returns Authorisation Number so go into my account and im asked if the query is part of an order not processed yet and theres no option to select an existing order....riiiiiiight, so i select its not for an order listed and get a drop down of options where i select returns. Selecting this brings up a returns faq where yet again it states i need to contact them, riiiiiight but theres no contact form so i have to select that they havent answered my question and finally get a contact form so i can tell them how crap my Star Trek steelbooks are and that i want a refund and for them to pay my postage (surely they should be offering a free postage label to print for their poor product? And now i have to wait for a response before sending it back!

The contact us page http://www.zavvi.com/contact-us.info is useless.

Ill only be using Zavvi for exclusives i must have as they keep firing them out but the infrastructure seems so poor that they will just be a hassle

 

[Steeler]

It took Zavvi 3 days to get back to me in regards to my return request. It's particularly worrying as they are about to release some pretty limited releases. Hopefully they'll sort something out before long..

 

[Smash41]

In my experience Zavvi have terrible customer service. It took me 3 month to get a refund for a £50 box set that arrived damaged.

 

[tommyh84]

No reply from them today...

EDIT: anyone know how to change the delivery address for outstanding orders? I've added my new default delivery address and deleted the old one but my outstanding orders haven't updated

 

[VRob98]

So Zavvi dont have an automated returns service like Amazon or Play do? How amateur!

Ill only be using Zavvi for exclusives i must have as they keep firing them out but the infrastructure seems so poor that they will just be a hassle

Having had to return some spine-slashed steels to Zavvi recently, I can vouch for everything you say in your post. Their returns process is so convoluted and contradictory that you could almost swear that the purpose is actually to dissuade you from making a return at all. When I did finally figure out how to contact them it seemed like it was more luck than nothing else, and I dread the thought of having to work out how to do it all over again.

In fairness once they did receive the request, everything was handled quite well, (though I was never informed if or when replacements had been sent), but their returns/contact process is seriously below par for an international etailer and urgently needs updating.

 

[Steve-O]

Omg, when I read all the stuff about their customer service, Zavvi seems not to be very professional or trustful. I am really thinking about cancelling all my preorders.

 

[Nick Nameless]

Omg, when I read all the stuff about their customer service, Zavvi seems not to be very professional or trustful. I am really thinking about cancelling all my preorders.

Well, if you are a scalper with multiple copies on pre order I would definitely reconsider.

Seriously, it would make me sick getting several damaged steelbooks from zavvi. No thank you. It's not worth the trouble.

 

[Maccadinho25]

So Zavvi dont have an automated returns service like Amazon or Play do? How amateur!

I read that i need to contact them to get a Returns Authorisation Number so go into my account and im asked if the query is part of an order not processed yet and theres no option to select an existing order....riiiiiiight, so i select its not for an order listed and get a drop down of options where i select returns. Selecting this brings up a returns faq where yet again it states i need to contact them, riiiiiight but theres no contact form so i have to select that they havent answered my question and finally get a contact form so i can tell them how crap my Star Trek steelbooks are and that i want a refund and for them to pay my postage (surely they should be offering a free postage label to print for their poor product? And now i have to wait for a response before sending it back!

The contact us page http://www.zavvi.com/contact-us.info is useless.

Ill only be using Zavvi for exclusives i must have as they keep firing them out but the infrastructure seems so poor that they will just be a hassle

Still waiting too.....and for a response on Twitter...

I only have Kill Bill ordered with them and got two just in case

 

[Scarface]

they really are shocking in terms of customer service, to make someone wait a month to 3 months for a refund is a disgrace, I just received a email saying I now have to find a shop that offers collect+services in order to return my items its just another inconvenience, I also just received avatar with a slash spine.

 

[EmiP6]

I can't believe they sent me this :

I'm thinking to cancel all my pre-orders, I don't want to pay for damaged steelbooks ! They don't control their products before despatch ?
It's shameful for a site which claims to be "the house of steelbooks" ...

And I received it with also dents and lots of paint chips ...

 

[Wootball]

Tweeted Zavvi asking for a Return Authorisation Number, got one sent to me within a couple of hours, item is now back in the post to them and upon providing a picture of my proof of postage the refund gets issued straight away. Not ideal, but it's hardly difficult.

 

[jayhsong]

Are spine slashes and paint chips qualified for a replacement or refund? I only get a partial (£1 each!) refund for my damaged steelbooks...

 

[tommyh84]

Surprise surprise finally got a response and all they're willing to do is give me a full refund if I return it or a partial refund if I keep it. Between taking days to answer, then not providing a satisfactory resolution and making me open up a new query on the website to answer their email Zavvi is officially the worst company I've had to deal with. Bring back Play and HMV!!!!

 

[MrRegan]

Just got a cancellation email for the Godfather steelbook that I ordered Friday

No Explanation whatsoever im proper pissed with these at the minute and just sent them an email asking why.

 

[brock17]

im glad im not the only one who had problems with zavvi. i was very dubious to order from them and when i finally gave in and ordered predator 2 steelbook it came in just an envelope and when opened it,it looked like someone had stamped on it!!!no joke it was almost bend in half. took me a month to get refund, didnt want replacement as didnt trust them. problem now is i have commando pre ordered as i want this but cant decide whether to risk the bad postage/package??? have others had bad package from zavvi or was i just unlucky

 

[tommyh84]

I'm absolutely dreading Aladdin and Finding Nemo arriving now because if they come damaged I'm stuck with them as well

 

[Scarface]

Are spine slashes and paint chips qualified for a replacement or refund? I only get a partial (£1 each!) refund for my damaged steelbooks...

you can get a full refund or a replacement for spine slashes and paint chips but as far as I know you won't get the replacement until they receive the damaged steelbook first, that's the gd thing about amazon they send replacements out right away and have the best customer service.

 

[gitsurfer]

I've posted on the Star Trek rerelease thread but felt I should come here as well as Zavvi seem to be trying to improve and perhaps they read this thread.

They really need to improve customer services and returns process. The Star Trek they sent me would be going straight back for a replacement or refund if Amazon had supplied it due to several scratches and paint flaws. However, as it's Zavvi I just don't want to spend the excessive time and effort involved. I feel like I'm letting them get away with it but this is the better of two crumby options.

Like many others, I'll only be using Zavvi for exclusive steelbooks. Even amaray orders go elsewhere because I'd rather send my business elsewhere.