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.

 

[hiratafabio]

Zavvi must be kidding me.Opened my two Rambo copies today to find this 'chip' right on the knife in one:



And paint chips on the back of the other



C'mon!

 

[Steeler]

Well, they insist that I return the item before they can ship another replacement. It's crazy how they punish customers for their own sloppy work sometimes.

The problem is, some customer service representatives are helpful and quick to come up with a solution, while others seem to have no clue about what they are doing.

Ok, so now Zavvi has confirmed that they don't have replacement stock for Aladdin. After having sent the first replacement in a cardboard envelope. After more than a month I am left with nothing but a piece of scrap metal that they insist I return in order to give me a refund (which of course doesn't compensate for the time and energy I've spent on this). I don't want another damn refund, I want my ALADDIN STEELBOOK. ****'s sake.

I've previously claimed that Zavvi's customer service is the worst ever. At that point I still had a hope Zavvi would prove me wrong. Apparently not.

 

[jlt12]

Ok, so now Zavvi has confirmed that they don't have replacement stock for Aladdin. After having sent the first replacement in a cardboard envelope. After more than a month I am left with nothing but a piece of scrap metal that they insist I return in order to process a refund. I don't want another damn refund, I want my Aladdin steelbook.

I previously said that Zavvi's customer service is the worst ever. At that point I actually didn't think it could get any worse. Apparently it could.

Sure you realise this but you probably got a customer return as a replacement.

It's shocking that they allowed that steel to even be sent out.

 

[Steeler]

Sure you realise this but you probably got a customer return as a replacement.

It's shocking that they allowed that steel to even be sent out.

That's what I thought actually, as this steel's been out of stock for too long.

 

[Lollard2002]

maybe the people in charge didn't care or realize that steelbooks need special handling and need specialized packaging as a result. If Zavvi don't buck their ideas up people are going to go elsewhere even if it means purchasing from abroad

 

[jlt12]

That's what I thought actually, as this steel's been out of stock for too long.

Sorry for your luck, hope you can pick one up from elsewhere.

 

[smileyx9]

Zavvi Customer Service is worse i ever dealed with - i decided not to buy anymore Steels from them - easy as that

 

[hiratafabio]

Got response about my Rambo Steelbooks. They offered me a 3GBP refund for both. This is preposterous!

 

[Andy CYP]

Anyone else had Zavvi just not responding to emails recently. Been 2 weeks now since i sent them photos of a damaged steelbook i received. All i wanted was a simple partial refund! Why is it so hard?

 

[jlt12]

Anyone else had Zavvi just not responding to emails recently. Been 2 weeks now since i sent them photos of a damaged steelbook i received. All i wanted was a simple partial refund! Why is it so hard?

Have you tried messaging them on facebook?

I've had a much faster reply that way.

 

[hiratafabio]

Just emailed Matt Moulding about my complaints, let's see how it goes.

 

[PKAVFC]

Just emailed Matt Moulding about my complaints, let's see how it goes.

You wont get a reply. I have been there and got the T Shirt! You will need to message then back and keep asking for your concerns to be escalated. Ask for a customer service executive.

Don't give up dude! The force is strong! :star wars:

 

[hiratafabio]

You wont get a reply. I have been there and got the T Shirt! You will need to message then back and keep asking for your concerns to be escalated. Ask for a customer service executive.

Don't give up dude! The force is strong! :star wars:

Thanks for the heads up! I also replied through the message system, so they'll likely reply from there as well

Enviado de meu LT26i usando Tapatalk 4

 

[PKAVFC]

Thanks for the heads up! I also replied through the message system, so they'll likely reply from there as well

Enviado de meu LT26i usando Tapatalk 4

No problem. I have learnt that the first four requests of speaking to someone senior, are completely ignored.

I would not expect any individual treatment, however. My guess is a generic sorry email, £10 account credit, you can keep the damaged steel and the promise that training will be provided to the staff.

Let us know how you get on

 

[hiratafabio]

No problem. I have learnt that the first four requests of speaking to someone senior, are completely ignored.

I would not expect any individual treatment, however. My guess is a generic sorry email, £10 account credit, you can keep the damaged steel and the promise that training will be provided to the staff.

Let us know how you get on

Got my response today! Seems that the email I sent to Mr. Moulding was passed to Mr. Stott, so he cold investigate further what happened and solve it for me. In his words:

Firstly, I would like to express how truly sorry I am that you have received these steelbooks in less than perfect condition and for the inconvenience that this has caused you.

Every step possible is taken to ensure that our orders always arrive without any damage. Our products are always stringently checked before leaving our warehouse to ensure that they are in perfect condition and we are constantly trying out different and new packaging to protect our products in transit.

Sadly, once the product has left our warehouse we have very little control over how it is handled and cannot prevent any damage that may be caused by the couriers.

A full investigation will be raised to see exactly what has caused your orders to arrive in poor condition and every step possible will be taken to prevent this from ever happening again in the future.

So they decided to send me replacement for both Steelbooks after I refused to accept the ridiculous 3GBP refund. They should be arriving two weeks from now, let's see how it unfolds.

 

[jlt12]

Wow!

You must be the first to have a response.

Will have to try emailing him again next time I have an issue.

 

[BluSteel2012]

Can anyone please tell me:

if you've ordered multiple items in one order and used a discount code, and then if you want Zavvi to cancel one of those items from the order, will you still get the remaining items at the discounted price or will everything revert back to it's original higher price??

 

[snooloui]

Can anyone please tell me:

if you've ordered multiple items in one order and used a discount code, and then if you want Zavvi to cancel one of those items from the order, will you still get the remaining items at the discounted price or will everything revert back to it's original higher price??

You will get the remaining items at the discounted price. Just be careful how you ask them to cancel.

After you've clicked the query option, don't tick the items in question and choose 'I want to cancel my order' followed by 'I want to cancel an item from my order'. Instead choose 'I have a problem with my order' followed by 'Other order problem'. You will then get a message box and you can explicitly state exactly which items you want to cancel. If you use the first method, they make well cancel the entire order.

The reason I say this is that I used the first method when trying to cancel a copy of Byzantium. The order also included Olympus Has Fallen and The Nightmare Before Christmas with discount which I wanted to keep. Zavvi ended up cancelling the entire order and it has taken a few messages back and forward before they gave me an account credit it to make up for it. On the other hand I used the second method on an order for Dick Tracy, The Rocketeer (two copies) and Tron. I wished to cancel Dick Tracy and the spare copy of The Rocketeer. Of course I was a little nervous about it, especially The Rocketeer as I feared they may end up cancelling both copies, but they managed to cancel just as I requested

 

[BluSteel2012]

Cheers Snoo!

Yeah, I did it before with an order and only kept TRON. I'm not sure how'll they'll charge me as, obviously, it hasn't been despatched yet.

Usually they are pretty good though

 

[PKAVFC]

Got my response today! Seems that the email I sent to Mr. Moulding was passed to Mr. Stott, so he cold investigate further what happened and solve it for me. In his words:



So they decided to send me replacement for both Steelbooks after I refused to accept the ridiculous 3GBP refund. They should be arriving two weeks from now, let's see how it unfolds.

Glad you got a response dude.

But the second paragraph... Mr Stott.. That is a load of spine slash!