Zavvi - Retailer chat [Europe]

Thelite13 · Jan 27, 2014

ben6212 said:
sorry to hear that,and the CS is actually not that bad,people just expect instant free replacements like amazon..

No people expect customer service associates to ACTUALLY READ CUSTOMER INQUIRIES, instead of refunding a percentage when asking for a replacement or sending replacements when asking for a refund.

Vaako · Jan 28, 2014

recently one of my orders got lost, it didn't show up after 5 weeks so i decided to contact them, it took 4 emails before they respond and they sent my a link to some kind of paper on which i had to state that my order got lost and i also had to sign it, 2 weeks later they finally shipped my replacement and so 2 months after i paid for my item it finally showed up in a jiffy bag but luckily it survived the trip ...

naelst · Jan 28, 2014

Got the Fantasia steel a few days ago. There was a dent in it which I blame on the poor packaging. I sent a query to Zavvi, they asked me for pictures, I sent them pictures and they offered me a £3 refund. "Please can you let us know if you are happy to accept this partial refund."
I started laughing. That's about 15% of what I paid for it. I gave them this answer:
"I would be happy with a replacement, not a 15% refund of a damaged product."

They've already sent a new one.

Gamesgaryjp · Jan 28, 2014

ben6212 said:
sorry to hear that,and the CS is actually not that bad,people just expect instant free replacements like amazon..

No.....theres nothing good about any aspect of zavvis customer service. Ive had problems with EVERY complaint even long before all this steelbook malarky.

Take ages to reply then when they do they havent even read what you wrote. They send copy and paste replies, they ignore if you want replacement and put a refund through and vice versa. They always say they havent received your return back and make you wait 10 days before asking you to produce a proof of postage.

The list is endless.......

Wootball · Jan 28, 2014

ben6212 said:
sorry to hear that,and the CS is actually not that bad,people just expect instant free replacements like amazon..

No, it's just that bad.

I'll be right back, just taking photos of damaged steelbooks because they think I'm lying when I tell them that a jiffy bag didn't protect the steelbook and it arrived looking like a metal boomerang.

tonybsg · Jan 28, 2014

tonybsg said:
Today I received Pan's Labyrinth from Zavvi Outlet in a double jiffy.

This was the result:

Send them a message asking for a replacement, let's see how this goes.

So, at first they replied asking me to return it first and refund me the shipping costs. A few hours later another representative replied again and told me that a refund has been processed.

I asked if I have to return the damaged steel and they said that I should keep it.

I don't know if this is a new policy, but it was unexpected and surprised me positively!

Skog · Jan 28, 2014

I think at this point they have so much steel coming and going that they don't want an unsellable item getting in the way of their already packed and probably hectic warehouse and would rather forfeit a minute loss.

jayce20 · Jan 29, 2014

EastCoast said:
Been searching for a little bit, but can't seem to find the discussion (I think) I remember, so will ask here:

Can you, in fact, cancel a pre-order item from an order that was placed, with other items which have already been shipped, and the order used a discount code?

I have tried and searched and can't seem to do it, short of emailing CS, which is generally less than responsive...

NO you can't and you have a warning message when you try to do so ...

If you applied a discount code such as 10% thing, and some items allready shipped, you can't cancel the remaining items

Again I tried

themanfromunkle · Jan 29, 2014

jayce20 said:
NO you can't and you have a warning message when you try to do so ...

If you applied a discount code such as 10% thing, and some items allready shipped, you can't cancel the remaining items

Again I tried

you can but you have to email them direct-they won't allow you to do so online-I moved offices last year and had some items on an order to my old address-Zavvi had to cancel the balance of the order online as I couldn't guarantee they would arrive as the old office was being demolished-got an answer and cancellation next day...

spass · Jan 29, 2014

Gotta love zavvi's cancellation set up. :hilarious:

The following items were purchased as part of special offer(s) "View All Steelbooks", and can only be cancelled as a group.

Some offer that!

I know you can just press the "Query" button and take it from there, but it takes often hours before they have answered and processed the cancellation.

Why do they make it so hard for them self?

Thelite13 · Jan 29, 2014

spass said:
Gotta love zavvi's cancellation set up.

Some offer that!

I know you can just press the "Query" button and take it from there, but it takes often hours before they have answered and processed the cancellation.

Why do they make it so hard for them self?

Or in my case ask them to cancel Thor but instead they cancel 101 Dalmatians. But it's okay, I'll just order another copy. Oh wait.... I can't But I better stop there not looking to get yelled at for being a zavvi hater!

digitalbabe · Jan 29, 2014

Folks, please keep your posts relevant to the thread. You are free to express your opinions about any retailer, but please don't use this space to attack fellow members or let out your aggression in an 'anonymous' setting. As has been mentioned numerous times, feedback for multiple retailers is shared regularly. No one encourages anyone to accept bad customer service, or other issues-we have always said they should be pursued until you have your refund, etc. But-there is only so much feedback on a third party site does, and then you need to take up your issues with the retailer themselves. If you don't want to shop from them, don't-it's simple. We do not control their or any other retailer's internal operation, and cannot solve customer service issues.Thanks for remaining respectful and on track at HDN.

Wootball · Jan 29, 2014

We wish it was that simple DB. With Zavvi holding the monopoly on UK steelbooks it's cheaper for us to take our chances on their awful customer service than to miss out and pay over the odds at a later date. Zavvi know this and have no reason to get any better because we don't have a choice but to buy from them anyway.

digitalbabe · Jan 29, 2014

Woot, you are correct. All of us around the world who want exclusives from a certain retailer take the same chance in ordering, getting good customer service. I am certain our community has sent numerous messages via e-mail, and direct conversations about areas that could be improved-and they have, in comparison to the beginning of last year. And as I have posted in this thread, every single consumer should use their voice to let a store know how they are doing. I order from them myself, and own well over 350 Steelbooks collected over the years since almost the beginning of Blu-ray Steelbooks. Believe me-I have had my fair share of agonizing over dented cases, discs, horrible customer service (try being an international customer, trying to return something to FNAC Spain-ugh) etc. Especially with 'limited release' items, it's very scary to order, then it's sold out, and you wait and wait and hope, that perhaps one of your favorite titles arrives without damage, or that, if it does, you can return it fairly easily. We are all spoiled by the likes of Amazon (a huge operation, that can leverage systems and processes to streamline customer service like no other). I believe they were just voted among the best, if not the best, again. But they are where they are for many reasons, and unfortunately, not every retailer is quite as polished, nor do they have the resources to be.

Since Zavvi is among few releasing UK Steelbook exclusives (HMV still counts, and I have long said that I wished they would let us order online again-we in the US also rely on group buys for situations like that, as well as for Media Markt, etc), we all have little choice of where to buy. International delivery with those little cardboard boxes (or in some cases jiffies) is very scary for us across the pond, believe me.

I have no doubt that 2013 was a very challenging year for Zavvi-as it has been when other retailers were put to through the paces by a very discerning collector base. I hope we continue to see a wide variety of releases, and different unique choices (like Kimchi, Blufans, ES, and others), and some of the higher quality releases from Zavvi, Amazon, HMV. I hope 2014 is better for everyone. I've been in this hobby for years, and this was by far one of the worst years as far as feedback from customers about 1 retailer.

We ask only that our members remain respectful towards each other-those of you that have been here for some time know that the Staff that runs the site and all of our Mods are not interested in engaging in the 'wild west' type obnoxiousness of other sites.

There are many titles I personally wish would come to Steelbook as well, and for the sake of our many members from around the world, I hope Zavvi is continously able to implement some better processes so that ordering, cancelling, returning, etc becomes quicker and easier-a challenge Amazon.fr, Play and several other retailers have also faced throughout the years....

mnementh · Jan 30, 2014

WIR and Fantasia still not arrived so contacted them yesterday. Refund issued today. Not going to complain about that. Very good service

LizardSlayer · Jan 30, 2014

I hear a lot of complaints about Zavvi and I just wanted to say that I have had nothing but good come from my dealings with them. I have received roughly 75 or so steelbooks, and of course all shipped separately to the US, and out of all those only 2 were damaged, I contacted Zavvi and got a refund on one and a reship on the other. The truth is, even if I got nothing from them, the damaged steels are not worthless and can be sold on Ebay for most/all of what I spent on them so....it's kinda hard to loose. I love this place and hope they don't go anywhere! That's my 2 cents...just because....

hiratafabio · Jan 30, 2014

I'm completely dissatisfied with Zavvi.

My Monsters Inc. came dented and slashed, asked for full refund or replacement, they offered the so-infamous 10% refund. Requested again, was offered 10% again as 'highest gesture of goodwill'. I asked for return guide and told them I won't be buying directly from them again.

And they can't see the slash and call it "cellophane torn".

Highest gesture of goodwill? Come on!

lgans316 · Jan 30, 2014

Monster's Inc or University?

themanfromunkle · Jan 30, 2014

kron said:
Good letter I agree with much of it but I like Zavvi and would rather have them than not have them. Some of the steelbooks haven't been great but I've also got a lot of Zavvi exclusives sitting on my shelf right now that I'm proud to have in my collection. They could really do with overhauling their CS and website and bringing it up to par with Amazons though.

Price drops straight after release - this is bad, leaves a bitter taste in the mouth after having pre-ordered and waited so long for it.

With regards messaging them I find the best thing to do is keep it simple and straight to the point, if you deviate in the slightest or go off on a tangent you get the incomprehensible replies!

Had a nightmare recently trying to return steelbooks for refunds - they ask you to print a form out then fill in all the info, which I did - asking to be refunded in the appropriate box - soooo of course no refund like I asked, instead they send me replacements each time! - so then I had to go through the whole damn process over and over - happened 3 times with the same steelbook... This is the sort of thing that is REALLY frustrating with Zavvi, it would never happen with Amazon.

this is the blurb at the top of Zavvi's steelbook page;

Hugely collectable and exquisitely designed, getting a Steelbook edition DVD is an opportunity any true film lover would be mad to miss out on. A Steelbook edition gives you something more than the standard Blu-ray experience: Uniqueness.

Here at zavvi.com, we carry a huge range of Steelbooks, covering everything from the latest releases, modern classics, pre-orders, best sellers and much, much more.

Perhaps you want a special version of a favourite films that you want to hold onto and look after for as long as possible, or really enjoy the aesthetics of a specific case. Either way, our excellent collection has everything under the same roof. A dream for any Steelbook collector, with every Limited Edition at a fantastic price that we're sure you wouldn't find anywhere else.

Our Steelbooks come with free UK delivery. If you're not already a collector, what better time to start than now?

cancelled The Descent, Thor DW & Catching Fire-sorry Zavvi-no reply, no loyalty...

---------- Post added at 09:14 PM ---------- Previous post was at 09:13 PM ----------

quite a lot wrong with that statement from Zavvi

blu-steel · Jan 30, 2014

I have mixed feelings about zavvi, but they are not forcing you to buy.

Zavvi - Retailer chat [Europe]

Attachments

Thelite13

Vaako

naelst

What would Buffy do?

Gamesgaryjp

Wootball

Woot woot woot!

tonybsg

Skog

jayce20

themanfromunkle

spass

S.P.A.S.Secretary

Thelite13

digitalbabe

Wootball

Woot woot woot!

digitalbabe

mnementh

Nutter Magnet

LizardSlayer

hiratafabio

YogiNinja

lgans316

themanfromunkle

blu-steel

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