Zavvi - Retailer chat [Europe]

Softwing · Jun 16, 2013

snooloui said:
Except quality issues aren't exclusive to Zavvi, they are an issue for retailers all over the World. It is the studios/manufacturers who are to blame. If Zavvi were to kick up too much fuss, then studios may look for alternative retailers to stock their products. There's only so far Zavvi can push for better quality standards.

Thanks, and this is part of the point I was trying to make. The retailer is incapable of checking for damage within factory sealed packaging. It would be silly to suggest otherwise. People are far too quick to blame a retailer for issues that should have been caught at the manufacturing level.

CaptainCoffee · Jun 16, 2013

Absolutely spot on fellas!!! We UK collectors are getting shafted hard.

gitsurfer · Jun 16, 2013

I had things a little backwards regarding responsibility but it is still the case that Zavvi have gotten into bed with the studio. They get to splash 'Zavvi exclusive' all over the place and make money. They still have a responsibility and they aren't absolved just because someone else would be selling them if they weren't.

I suppose if Amazon were selling them it would be much simpler to return faulty goods, more people would do it and the studio would soon get the message.

Probably the best thing for me to do is move on and forget about it all. Much less irritating that way!

Thisisnotsparta · Jun 16, 2013

Don't be so sure that VAT has anything to do with their prices.

The Hut Group dodging taxation

blu-steel · Jun 16, 2013

Its Fox to blame. Very large % of the Fox steels have paint chips. They are going the cheap route and letting all the defects slip through being sold. At least they are on the back of the steel.

RajLondon · Jun 16, 2013

RajLondon said:
Does anybody know of any codes that will work with IM3?

Anybody?

schrute farms · Jun 16, 2013

monkeyspinach said:
I hear a lot the time now Zavvi ask for photo evidence to prove your steelbook is damaged before sending a replacement or refunding. Does anyone know of a time when someone has sent photo evidence and Zavvi have refused a replacement/refund? I can imagine that they don't get how annoying it is to have a steelbook arrive with a slashed spine.

I received TED with a bunch of paint flecks, and a faint spine slash. I sent them photos and they gave me a 2.00 GBP refund. I got TED for 9.99 so it was a 20% refund.

crossbow · Jun 16, 2013

Would appreciate, if someone can answer below query.

- I have an order which has 8 steels. 6 Pre-orders and 2 already dispatched. If I want to cancel any/all of the pre-order item(s) in this case, I cannot from "My Account".
- So in this case, is cancelling not allowed? Or will I need to contact zavvi CC and make a request for cancellation ?

Shanester · Jun 17, 2013

crossbow said:
Would appreciate, if someone can answer below query.

- I have an order which has 8 steels. 6 Pre-orders and 2 already dispatched. If I want to cancel any/all of the pre-order item(s) in this case, I cannot from "My Account".
- So in this case, is cancelling not allowed? Or will I need to contact zavvi CC and make a request for cancellation ?

In My Account go to Message Center - Create new message- Click on Query of that particular order- Ask them to cancel whole order or partial items

Cheers!

Shanester · Jun 17, 2013

Here's my overall experience with Zavvi so far :thumbs:

I wanted to focus solely on shipping to Canada

Since their launch I've ordered exactly 21 steelbooks from them. 20 arrived without a single scratch in pristine condition. I'm very anal when it comes to my steels so I check them all meticulously and the one that was slighlty dented they gave me a partial refund.

All this to say the problem as I see is not the actual packaging but where the mail is being sorted/handled in certain parts of the world. I'm reading all these horror stories in the UK and the U.S.

If those boxes are being thrown around the mail room like frisbees or other crap being piled on top of them then dents are to be exepcted. If they get handled correctly then they will arive to their point of destination in tact.

In my case our Canada Post mailman is very good and careful with my stuff. If I get mulitple boxes he will tie them up nice and secure. I'm sure he's passed the word to the guys back at the plant handle the Shanester's steelbooks with extreme caution

My $0.02 cents

wjasoncul · Jun 17, 2013

Shanester said:
Here's my overall experience with Zavvi so far

I wanted to focus solely on shipping to Canada

Since their launch I've ordered exactly 21 steelbooks from them. 20 arrived without a single scratch in pristine condition. I'm very anal when it comes to my steels so I check them all meticulously and the one that was slighlty dented they gave me a partial refund.

All this to say the problem as I see is not the actual packaging but where the mail is being sorted/handled in certain parts of the world. I'm reading all these horror stories in the UK and the U.S.

If those boxes are being thrown around the mail room like frisbees or other crap being piled on top of them then dents are to be exepcted. If they get handled correctly then they will arive to their point of destination in tact.

In my case our Canada Post mailman is very good and careful with my stuff. If I get mulitple boxes he will tie them up nice and secure. I'm sure he's passed the word to the guys back at the plant handle the Shanester's steelbooks with extreme caution

My $0.02 cents

+1

I've also had very good "luck" when it comes to Zavvi. Even when they slip up and not use the white boxes with foam. The 2 cardboard shippers arrived in perfect condition. I also have only received 1 or 2 dented steels and there was no way it was caused by the packaging. They were dented before being put into the boxes. Zavvi has a better satisfaction rate for me currently than Amazon.uk does.

elverange · Jun 17, 2013

when returning a good, There's a paper to print and fill.
For a spine slash, do I tick "faulty" or "damaged" ? And for scratches ?
As a non native english speaker, faulty and damaged mean the same to me

Flip · Jun 17, 2013

elverange said:
when returning a good, There's a paper to print and fill.
For a spine slash, do I tick "faulty" or "damaged" ? And for scratches ?
As a non native english speaker, faulty and damaged mean the same to me

damaged

SBC28 · Jun 17, 2013

Well, i have an order in for The Rocketeer, and one for 3 copies of IM3. I canceled JB and LM a while ago, but i told myself i have to go through with a Zavvi order sooner or later. Sooo...what better time than to do that with IM3? Granted, it's a piss poor release, but i'm not buying them to keep 'em, anyway.

If all goes well, with a single item order, as well as a multiple item order...i might shop with them more. If not, they will never receive my money again.

Jim Morrison · Jun 18, 2013

Although I've received no word from Zavvi, according to Collect+ Tracking The Hut Group received my scratched/paint chipped Black Swan last Thursday morning. I guess I'll give them until this Thursday to process the return before I go chasing my refund....

Tacozilla · Jun 18, 2013

I thought I'd post my latest experience with Zavvi and 4 (out of 6) steelbooks that received damaged. I wont post exactly what Zavvi said as it will just make this post even longer

Independence Day
Issue - Scratched all over (back and front)

Me (03 June 2013) - Contacted Zavvi about the scratched steelbook

Zavvi (04 June 2013) - Sent me a email about returning it (collect plus label didnt get emailed to me for some reason)

Me (07 June 2013) - Told Zavvi I wasnt sent the label

Zavvi (08 June 2013) - Sent me a new collect plus label

Conclusion - I sent Zavvi the steelbook and yesterday (17/01/2013) I received a email saying it had been posted
________

I,Robot
Issue - Large dent on the back and paint missing in and around the dent

Me (06 June 2013) - Contacted Zavvi about the dented steelbook

Zavvi (07 June 2013) - Sent me a email about returning it with collect plus label

Conclusion - I sent this steelbook with Independence Day, still awaiting a replacement.
________

Finding Nemo
Issue - Slashed spine (that goes through the cellophane)

Me (03 June 2013) - Contacted Zavvi about the dented steelbook

Zavvi (04 June 2013) - Asked to send pictures of the damage

Me (04 June 2013) - Sent the requested pictures

Zavvi (05 June 2013) - Sent return details and collect plus label

Me (05 June 2013) - asked Zavvi if it will be replaced

Zavvi (06 June 2013) - Zavvi said they will replace it

Me (13 June 2013) - Told Zavvi they should have received it now (it was sent with commando) and told them I see they have it in stock (on their outlet store)

Zavvi (14 June 2013) - Zavvi said they havent received it and i should sent a copy of proof of posting

Me (14 June 2013) - Sent them proof of posting

Zavvi (17 June 2013) - Zavvi said they wont be getting it back in stock and refunded me

Conclusion - Refund received
________

Commando
Issue - Paint chips on back (possible defect?)

Me (03 June 2013) - Contacted Zavvi about the paint chips on the steelbook

Zavvi (04 June 2013) - Sent return details and collect plus label and advised they will be getting it back in stock

Me (04 June 2013) - asked Zavvi if they will really be getting new stock

Zavvi (05 June 2013) - Zavvi apologised about my "Finding" and sent me Finding Nemo collect plus label

Me (05 June 2013) - Told Zavvi about their mistake with my return

Zavvi (06 June 2013) - Zavvi asked for photos and said it will be coming back in stock

Me (06 June 2013) - Sent them some photos of the paint chips

Zavvi (07 June 2013) - Zavvi advised me that they will get new stock in on 18/06/2013

Steelbook sent to Zavvi 07/06/2013

Zavvi (09 June 2013) - Zavvi advised me that my order is processed as a replacement and will be replaced when they have new stock

Me (13 June 2013) - Told Zavvi they should have received it by now and that they have the item in stock, so why havent I been sent one

Zavvi (14 June 2013) - Zavvi told me it is now out of stock and I will be sent one when it comes in stock

Conclusion - 18/06/2013 Zavvi refunded me

_____

So I returned the steelbooks to Zavvi to see how good / bad their customer service is and well as you can see it's not good.

My advice to anyone that receives a damaged steelbook from Zavvi is to only return it for a refund if its still in stock (and no danger of selling out), or buy another and send one back for a refund.
If it's out of stock dont listen to anything Zavvi says about getting new stock in (as the dates and such they give you will be wrong), just wait for it to come back in and buy it again

In the end I just bought Nemo from eBay and will buy Commando from eBay as well.

SimonLDT · Jun 18, 2013

^^ That is just plain wrong. They had loads of Nemo's left over, yet they didn't put a copy aside for you as a replacement. Bad service indeed.

Scarface · Jun 18, 2013

zavvi have screwed me out of a refund on 3 copies, there truly one of a kind and Iv'e never once had a problem with any other retailer ever, its damn near criminal imo what there doing over there.

BluSteel2012 · Jun 18, 2013

Has anyone else just been sent an e-mail from Zavvi asking to complete a quick survey by rating their customer service from your last query?

I just gave them what for!!

Waiting for my account to get cancelled now!! :ohno:

SlyFondle · Jun 18, 2013

Thisisnotsparta said:
Don't be so sure that VAT has anything to do with their prices.

The Hut Group dodging taxation

I haven't received a single steelbook from Zavvi that has been shipped via the US.

---------- Post added at 05:39 PM ---------- Previous post was at 05:30 PM ----------

monkeyspinach said:
I hear a lot the time now Zavvi ask for photo evidence to prove your steelbook is damaged before sending a replacement or refunding. Does anyone know of a time when someone has sent photo evidence and Zavvi have refused a replacement/refund? I can imagine that they don't get how annoying it is to have a steelbook arrive with a slashed spine.

I sent photos showing several obvious dents in a steelbook sent in their old cardboard mailer packaging, and they offered to refund £2.

I then sent a complaint email pointing out their obligation under the Sale of Goods Act 1979 to ensure that goods are well protected while they are in transit, and that the delivery company are aware that the goods are fragile. The Act states that if a supplier fails to do this they will be liable for any damage inccurred in transit.

Zavvi then sent me a replacement, in the same type of packaging, that arrived in worse condition than the first one

---------- Post added at 05:53 PM ---------- Previous post was at 05:39 PM ----------

Thisisnotsparta said:
That's because they send packages on a round trip to the US before they arrive in the UK to avoid the clampdown on VAT dodgers in the Channel Islands. That's also why it takes 4/5 days on average.

Wow, it's very impressive that they can send it to the US, warehouse it, ship it back, and have it delivered to UK addresses in 4 days!! And that's the average, so even quicker in many cases!! That's less time than it takes for an Amazon.com order to make the journey one way, and less time than it takes for an Amazon.co.uk order to be delivered!! Amazing :rolleyes:

Zavvi - Retailer chat [Europe]

Attachments

Softwing

Dracarys

CaptainCoffee

gitsurfer

Thisisnotsparta

This is madness...

blu-steel

RajLondon

schrute farms

Adamantium Ninja

crossbow

Shanester

Purple Rain Ninja

Shanester

Purple Rain Ninja

wjasoncul

elverange

Flip

---=---

SBC28

Jim Morrison

Tacozilla

SimonLDT

Liquid

Scarface

BluSteel2012

SlyFondle

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