Zavvi - Retailer chat [Europe]

bigducknfish · Oct 19, 2013

In the last 30 days I spent over £500 with Zavvi and that's not including pre-orders, just delivered stuff. I would be happy to continue if they could improve their CS. But I get the feeling they are more about being clever than any after sales service. I have several damaged box sets and their communication is ridiculous. (I complain of damaged goods, they tell me to wait 30 days before complaining of non delivery) so I tweeted and tried Facebook and eventually got a reply.

Some UK members have expressed that International orders have subsidised cheap postage, but that's not the full picture. For me to return the damaged goods will set me back much more than purchase price of around £60 so the only option I really have is to accept a 10% discount for damaged goods that I don't want. A birthday card would have protected them better.

Stop being clever Zavvi. Start being thoughtful.

jimmyv · Oct 19, 2013

bigducknfish said:
In the last 30 days I spent over £500 with Zavvi and that's not including pre-orders, just delivered stuff. I would be happy to continue if they could improve their CS. But I get the feeling they are more about being clever than any after sales service. I have several damaged box sets and their communication is ridiculous. (I complain of damaged goods, they tell me to wait 30 days before complaining of non delivery) so I tweeted and tried Facebook and eventually got a reply.

Some UK members have expressed that International orders have subsidised cheap postage, but that's not the full picture. For me to return the damaged goods will set me back much more than purchase price of around £60 so the only option I really have is to accept a 10% discount for damaged goods that I don't want. A birthday card would have protected them better.

Stop being clever Zavvi. Start being thoughtful.

AMEN to this. It's very frustrating having Zavvi put out all these desirable exclusives that we all WANT to buy, but at the same time, many of us are so extremely put off by their total lack of either investment or care (or both it seems) to make sure they take care of us after the sale.

Buying steelbooks from Zavvi is definitely a love/hate relationship for me right now.

I really really want to like Zavvi and be positive, but I'm very frustrated that I have multiple missing steelbooks (from them shipping to the wrong address) and that they refuse to amend to my current address on multiple preorders that are just about to began shipping. Now I must either cancel my orders or hope for the best with USPS forwarding). Tell me anyone in the world who would not be frustrated by that.

Steeler · Oct 19, 2013

At this point, buying from Zavvi is more like a hate/hate relationship for me.

I've has an incredible amount of problems with them, and half the time CS do everything in their power to make things even more difficult. I feel as though I spend so much time with them they should get me an office.

There's just seem to be a lack of respect about how things are done. They are always 'sorry for the inconvenience', but they're not doing anything to make things more convenient.

I've really tried to give Zavvi a fair chance, and always when things seem to have improved slightly, there's another headache.

And I won't even go into what I feel about their flawed, user unfriendly website.

PKAVFC · Oct 20, 2013

I think that if a company removes the facility to call them, them the email method of communication should be excellent, but as we all know, sadly, it is not.

A lot of the frustration I encounter is waiting up to 2 days for a reply, that is not proactive half the time. You can almost predict the content of their replies now.

If they operate a live help service, or a "few hours" turnaround for replies, then this would save themselves a lot of hassle, never mind the consumer.

This is 2013... Business moves fast, people move fast.... zavvi move slow!

pmwhelan · Oct 21, 2013

I'd a paint chip on my Goonies (sounds dodgy) so I contacted CS and they said they'd give me 30% store credit or refund.

I pushed them and said the damage was only visible once opened so now the steelbook is useless to them so I'd be happy with a 50% discount.

I managed to get it after repeating the same email after their first refusal.

Stick to your guns

A spot of black marker should sort it out

http://i.imgur.com/cdwda5b.jpg

Tacozilla · Oct 21, 2013

I cancelled some of my pre orders after the price drops on zavvi lately. Looked at my pre orders for rambo II, III, Pan's Labyrinth and a few others and thought id chance it as they were titles I wasnt desperately wanting and if for some reason they did go out of print super quick I wouldn't be that bothered lol

aliblahblah · Oct 21, 2013

bigducknfish said:
In the last 30 days I spent over £500 with Zavvi and that's not including pre-orders, just delivered stuff. I would be happy to continue if they could improve their CS. But I get the feeling they are more about being clever than any after sales service. I have several damaged box sets and their communication is ridiculous. (I complain of damaged goods, they tell me to wait 30 days before complaining of non delivery) so I tweeted and tried Facebook and eventually got a reply.

Some UK members have expressed that International orders have subsidised cheap postage, but that's not the full picture. For me to return the damaged goods will set me back much more than purchase price of around £60 so the only option I really have is to accept a 10% discount for damaged goods that I don't want. A birthday card would have protected them better.

Stop being clever Zavvi. Start being thoughtful.

Since you're purchasing from a UK company, they should be bound by UK law as that's where the transaction took place - this means that if the goods are damaged or faulty then they have to pay for your shipping to return them. If you just decide you don't want it and want to send it back, then you have to pay the shipping.

MacLeod · Oct 21, 2013

aliblahblah said:
Since you're purchasing from a UK company, they should be bound by UK law as that's where the transaction took place - this means that if the goods are damaged or faulty then they have to pay for your shipping to return them. If you just decide you don't want it and want to send it back, then you have to pay the shipping.

Well in the UK purchasing goods online falls under the Consumer Protection (Distance Selling) Regulations 2000

http://www.legislation.gov.uk/uksi/2000/2334/contents/made

Or made slighly simpler to understand by the consumer watchdog WHich

http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations/

But damaged items could also fall under the Sales of Goods Act 1979

http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/

mumbles · Oct 21, 2013

paulboland said:
Postage would not cost €8 to Rep Of Ireland for Blu-ray disc

yes , but how much to Germany, Italy, France, Spain, Australia , the US....., or wherever else they ship

Not everything is about you.

It's a one price fits all.

but as I've stated before I have no idea why they charge more for euro's, I'm just guessing. Maybe you're right , it's a vast conspiracy.

paulboland · Oct 21, 2013

mumbles said:
yes , but how much to Germany, Italy, France, Spain, Australia , the US....., or wherever else they ship

Not everything is about you.

It's a one price fits all.

but as I've stated before I have no idea why they charge more for euro's, I'm just guessing. Maybe you're right , it's a vast conspiracy.

I already use Play.com I might not have made this clear to you in previous post all other item's I have purchased have been correct conversion
All items purchased on play.com Free Delivery outside of the UK
Play.com says very clearly Remember delivery is still FREE outside of the UK

http://www.play.com/Helpdesk/Getting_started/Play_com_delivery_policy.aspx
Remember delivery is still FREE outside of the UK

The sellers using play.com cannot charge postage if they offer delivery outside of UK to Countries listed for free delivery
Sterling to Euro cannot not relate to postage at all for those countries listed free delivery
Were delivery is to a country not listed for free delivery then a delivery charge will apply and is separate cost from listed item price

Seller to avoid this simply don't offer delivery outside of UK
Example Entertainment Store don't deliver outside UK
I use play.com and other sellers have correct conversion and don't break rules of play.com free delivery policy

It very simple Zavvi-Outlet sterling to euro conversion is wrong pure and simple

Its now back available to purchase on ZAVVI.COM so customers can purchase at correct price in Euro with free delivery

vml3615 · Oct 21, 2013

For folks in the US what has been your experience with dealing with zavvi regarding replacing scratched steelbooks? Received a couple that have scratches I can see on the back through the plastic. Hoping for replacements with a shipping label for return.

Sent from my SCH-I535 using Tapatalk

BluSteel2012 · Oct 21, 2013

Shipping labels are only provided for the UK arent they?

mumbles · Oct 22, 2013

Anyone else noticed that Gzoop (a Hut company) is selling Zavvi exclusives on Amazon now.

paulboland · Oct 22, 2013

mumbles said:
Anyone else noticed that Gzoop (a Hut company) is selling Zavvi exclusives on Amazon now.

Yes Gzoop they have a few Steelbooks overstocks but most of products for sale are games PS3/Xbox/Wii

I don't have a problem with them using amazon as long as they don't start listing Pre-Order Titles of Zavvi Exclusive

After Release Date then you will see this happen and is ok as there no longer a Pre-order item
and at least prices are Sterling and not a Euro conversion done wrong like other hut group zavvi-outlet on play.com

Only Problem with the Hut Group offshoot websites have a lot worse customer service than zavvi.com and that's not good considering zavvi customer service itself

I would be careful ordering from zavvi-outlet as they often list item for sale but don't have the stock but still take your payment upfront you then end up have to chase them for a refund or be left waiting for them to get stock and also some will be stock that was returned and been sold using other hut sites

I have not used Gzoop and won't unless its something I really need and cant find at reasonable price at Zavvi.com themselves

lgans316 · Oct 22, 2013

BluSteel2012 said:
Shipping labels are only provided for the UK arent they?

Yes, it is through Collect+.

BluSteel2012 · Oct 22, 2013

I've just been sent an email from Zavvi with a £5 off code 'for Christmas' but I can't get it to work with anything. Seriously-anything! :angry:

Did anyone else get one of these codes and do they work at all???

---------- Post added at 07:48 PM ---------- Previous post was at 07:44 PM ----------

OK, just spotted (written in the tiny print!) you have to spend over £50. :angry:

paulboland · Oct 22, 2013

BluSteel2012 said:
I've just been sent an email from Zavvi with a £5 off code 'for Christmas' but I can't get it to work with anything. Seriously-anything!

Did anyone else get one of these codes and do they work at all???

---------- Post added at 07:48 PM ---------- Previous post was at 07:44 PM ----------

OK, just spotted (written in the tiny print!) you have to spend over £50.

Wont work with pre-orders I tried it :angry:

Works ok on orders over £50 but only on already released product

I wanted to get some of my pre orders cheaper I also was not Happy

REAgombar · Oct 23, 2013

I received two free copies of Jungle Book this morning even though it still states awaiting dispatch on Zavvi and I only had to order one Toy Story!!

vml3615 · Oct 23, 2013

Ok, im going to have to contact Zavvi after all.

First mangled steelbook i have received ever. Looks like someone stepped on it. :angry:

At first i saw the box and i was like, i have seen worse.

And now the money shots.

dv8mad · Oct 23, 2013

vml3615 said:
Ok, im going to have to contact Zavvi after all.

First mangled steelbook i have received ever. Looks like someone stepped on it.

At first i saw the box and i was like, i have seen worse.

And now the money shots.

You shot my earlier posted theory all to heck!

dv8mad said:
That's impossible!

WAITAMINUTE....

I see what's going on here.

Zavvi - Retailer chat [Europe]

Attachments

bigducknfish

Exodus 8:2

jimmyv

Steeler

PKAVFC

pmwhelan

Tacozilla

aliblahblah

MacLeod

mumbles

paulboland

Contributor Steels/Arrow

vml3615

BluSteel2012

mumbles

paulboland

Contributor Steels/Arrow

lgans316

BluSteel2012

paulboland

Contributor Steels/Arrow

REAgombar

vml3615

dv8mad

Fulfilling

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