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.

 

[blu78]

I did get one of the Warner Premium Collection steelbooks in to the USA today. It came in a double-bubble mailer and was completely mint. I think the bubble mailers aren't the worst thing they could ship the steelbooks in, but their boxes are definitely preferred.

 

[123kid]

WIR & Fantasia were back in the usual boxes yesterday

 

[Baltic]

Yes ZJAN5 gives £5 off a £50 spend.

Thanks, great! Just re-ordered 2x Bambi + 1x Rambo III with this code.

Seems all buy-now and pre-order items work with this code - excluding those pre-orders which will be published within the next 4 weeks (e.g. Machete, Aliens, TS 1-3 etc).

UPD: I'm wrong. Code works also on WIR, but not on Fantasia.

 

[123kid]

So Toy Story 1,2,3, Aliens, Machete Kills, Rush, Rocky, Filth, Bill & Ted, Frozen 3D, UP 3D, Catching Fire, Gravity 3D, Captain Phillips & Fantasia are some titles that do not work.

Bambi, WIR, Despicable Me 2, IM3 & Thor: Dark World & Rambo 3 are six titles that do work.

Not sure about anything else, wish they put Cinderella up

 

[themanfromunkle]

An open letter to Zavvi

Dear Zavvi-I am writing this letter to you as a former fan-the following has happened and needs to be addressed-It's not just me & I am sure others feel the same way;

Pricing-Any else notice the huge disparity in Zavvi's steelbook pricing from October to January-I did. As it stands I pre booked somewhere in the region of £2.5 k's worth of steels over this period-most were to replace amaray copies of titles I own but most were as gifts for Christmas. What I didn't appreciate was the price cuts on 90% of the items I pre booked AFTER they had been delivered-the worst case was Zatoichi-£14.99 on release date-£12.99 a week later & £9.99 pre Christmas week-All in all this cost me somewhere in the region of £105 difference which I won't see again. Zavvi-I appreciate that not all your exclusive titles sell as well as others but if you are releasing a catalogue title that is not a new release for 4000 units & it doesn't sell as well as you like, any price drop is a massive smack in the mouth to your loyal patrons that pre book the majority of your titles-(Sixth sense is a prime example of this-you are practically giving it away)-you need to look at what quantities you are pressing these in as well-your stock holding must be massive...

the website-on play.com,Amazon & Base.com I can change my address, payment card & cancel items-hassle free. Your website is antiquated, is not customer friendly and-looking at the forums-pisses people off. If I prebook 4 steelbook titles & need to cancel one-I have to cancel the whole order or email your CS team to cancel. I have changed my email address since march 2013 but still do not receive shipping confirmations or alerts as you keep sending them out to my old address which no longer exists-prime example was my cancelled order for From Dusk till dawn-paid via paypal but there was an issue as my credit card changed numbers and this never arrived-hence no steelbook as I was unaware of the issue. HMV.co.uk had the same issues-& look what happened to them...oh and sold out means sold out-i.e no stock-not no stock this week and some next week-Wreck it Ralph has been sold out 3-4 times and is probably still live now...

packaging & damages-I have had minor issues with your packaging and really do not care how you send me items-my copy of Place beyond the pines was received with a dent in it & you asked me to send your proof of the damage-like I was a criminal-before authorising a return. Initially you offered me a refund when I had already asked for a replacement copy-do you read emails people send to you? I returned a damaged Skyfall to amazon & a damaged World's End to Base.com-they paid for the return and sent replacements after I emailed them-no proof of damage-no need to send a copy of the invoice. Zavvi-your customer service is lacking & as someone who has worked for a decade in retail (remember when Virgin switched to Zavvi? I do-because I was working for their buying team when it happened) this is an issue-but when the Zavvi website was re-launched & I used to buy XBOX games & DVD's-any damages were dealt with quickly and without fuss-where is the love for your customers? Non UK buyers-your comments please...

All of this has led me to cancelling a bunch of pre-books with you-Why? A-because I can't afford to pay £20-£25 for a steel that will be half price a month after release-(Wreck it Ralph-£22.99-to sold out-to £19.99 as more stock was produced) B-the packaging ranges from good to abysmal-depending on when you order & what you are ordering-& C-I just don't have the time to play silly buggers with you anymore-a wide range of people have been bitching about the Disney steels on these forums but I really don't care about the quality-as a certified film buff and collector I love my steels-but if I am paying for a collectable exclusive product the least I can expect is to receive it at a fair price on release day & in the condition your warehouse received it in. If anything you have saturated the market with mediocre titles and-now-are having to slash your prices to reduce stock-which must be having an adverse affect on your revenue. Have you not noticed a lack of people pre-booking your titles? (Alien 3 pre-order-no Alien-who makes this decision?!?)

People-I would appreciate any feedback on this open letter (be kind & constructive) & would like to know what Zavvi themselves think. We seem to have gone from a state where the HDN ninjas were consulted on steels to Zavvi releasing any old tat as an exclusive & hoping they sell out-apart from Frozen (a new Disney title in 3d) & Thor the Dark world I really can't see that any of the Zavvi pre-books are any good (The Aviator? really?)-for now my pre books are minimal & hopefully this will change...We have no play.com exclusives anymore (unless you count ES) & Amazon seem to have given up-HMV exclusives are all store based-Zavvi you are cornering the market on exclusives, but the items that are coming out are below par titles for a large price point or shoddy workmanship (ask anyone to compare Fantasia to Aladdin & see what reaction you get)...

yours

themanfromunkle

 

[123kid]

Brilliant letter.

I feel your pain. Unfortunately nothing will change. I had the usual this week, returned Despicable Me 2 for a replacement as it was sent in one Jiffy bag hence was dented and scratched. After a few days I received a refund email. This is just one example I myself have encountered with Zavvi's incompetence.

 

[kaamelott]

I stand behind you, we all have problems with Zavi but as long as there are people that continue shopping at Zavi nothing will ever change.
There is only one way for me together we are strong.
Thank you for the letter and your time.

 

[Gamesgaryjp]

Great letter i totally agree with all of it.

So that must be why i dont get any emails at all regarding orders, i changed my email address a while back.

Due to recent experiences i too have cancelled all my pre orders and will only use zavvi when steels drop to 7.99 or lower.

 

[MENTAL MAGPIE]

I bet you get the standard reply, no answers to any questions and no reference to any of the points you made. Customer service will auto reply with the same email we always get and bin your email as they dont give a toss.

 

[IRON MAN]

Vote with your wallet.

 

[villadelrefugio]

Vote with your wallet.

This is the only way....and the approach I'm taking.

 

[PKAVFC]

Great letter. Don't be shocked to find a reply like:

"please send us photographs of the letter"

It appears when Zavvi feel the heat, they release a discount code and this somehow, paints over the cracks.

Excuse my language, but they have been consistently **** at customer service for the last 12 months. I get more frustrated with the prospect of having to deal with their message service, rather than actually the receiving of a damaged steelbook.

I have said it before... I truly think that the customer service agents are based offshore (India, Singapore etc)

This is supported by the lack of empathy, communication skills and the constant feeling of "what the f&ck!" when you FINALLY get a reply.

There is also no telephone number, as that would let the jack out of the box with an offshore office. No contact number in the year 2014? - load of crap. Cowards.

You would think that someone high up in that company would pull there finger out of their arse and rectify this issue. However, they make the rules and whilst we give the cash, they will be a pain in the ass!

 

[snooloui]

An ultimately pointless thread. If Zavvi haven't taken notice of the months of consistent criticism across this site (and others like it), the feedback from admins here and emails sent by customers, I doubt they are going to bother taking any notice of this.

 

[smileyx9]

I stand behind you, we all have problems with Zavi but as long as there are people that continue shopping at Zavi nothing will ever change.
There is only one way for me together we are strong.
Thank you for the letter and your time.

+1 i already stopped puchasing from them Month`s ago-and i won`t buy anything from them again

 

[Kuzco]

Zavvi Review at Feefo HERE

 

[kezzar111]

I've given up on Zavvi just sticking to some of the group buys and occasional amazon steelbooks. I once recieved a damaged steelbook and when I asked if I could get a replacement, they offered me a refund of 3 pounds.

I asked why I was only getting 3 pounds when in the past I've had a replacement copy with no issues, they basically replied with Zavvi have changed their polices and find customers prefer a quick and easy fix.

I gave a long rant back how I'm not MOST customers and that 3 pounds doesn't get me a steelbook that isn't completely wrecked which is what I wanted.

I threatend to cancel my pre-orders and then they listened. Ended up cancelling them anyway because the quality of them have decreased so much.

 

[spookz]

Great letter. I sympathize. I am so sick of Zavvi. Just received a damaged Fantasia. Has taken 3 days for a reply. They will not exchange or re-order until they gat the damaged one back. Customer service a sham and they have warned me that they do not know how long a replacement will take as they have a back log of returns. So they get my money, i get a damaged steelbook and will have to wait until they decide to process it before i will get another, even after me offering to e-mail them the parcel number to say its on its way.

 

[stephen3001]

I cut Zavvi loose some weeks ago, best thing I ever did. Concentrating on GB's almost exclusively now.

Last straw was discovering my sealed copies of Tron, The Jungle Book and The Little Mermaid were all damaged in some way. I unsealed them as I was going to ask Howie to gloss them up. I'm glad I did open them, as it was further confirmation that cutting them loose was the right decision.

Best of luck with your letter, but get ready for an auto response.

 

[spookz]

Yep, an auto response not relating to your topic!!! Lol!
Good luck mate... hope you get your issue sorted. Fingers crossed.

 

[BradG1984]

Nothing wrong with the letter, except you can cancel a single item from an order... But the only way they're gonna change policies is by speaking with your wallet as has already been said!