General Zavvi Thread

[MuckyMuckMan]

Anyone else think Zavvi's customer service is shocking? I keep getting shunned every time I send a query and there is no phone number to ring.

I ordered the January ZBox, but they auto renewed the order so I then received the February ZBox that I didn't want. I sent it back by writing 'Return to Sender' and they are saying they haven't received the package so tough luck, no refund will be given.

This is shocking considering I never ordered the thing. Their customer service pales in comparison to Amazon. So much so that I'm considering boycotting Zavvi from now on.

[levcore]

Zavvi has customer service?

[merznoise]

In my experience, to return anything to Zavvi you have to go through the nightmare returns process. This involves complaining to them repeatedly, then getting them to approve the return, filling out the returns form and then tracking down a Collect+ pickup point.

If you just 'returned to sender' it probably ended up at a completely different warehouse to where the returns usually go.

[stigdu]

I once took the silver foil off my sandwich that I'd eaten, scrunched it up into a 1cm round ball, and attached it as a photo saying my steelbook had been horribly damaged in the post. Really!

They didn't reply to me, though.

And yes, their (lack of) customer service is legendary.

[Flack999]

Yeah by far the worst customer service I have encountered yet.
When there are no problems with an order, I like zavvi, but god beware something needs to be returned or refunded.. then the nightmare begins.

It was almost comical when I had to deal with them... I laughed out loud at some emails because I could not believe how incompetend they were.
They had send me a wrong disc and I wanted to return that one and get the right one instead.
Everytime I contacted them I had another person reply to me, they had no idea at all what was going on and what had been talked about with the previous guy so every mail I started at zero. So I had to repeat the same problem to about 4 different customer service guys and each one gave me the same reply.. then when I replied to their reply, it took another 2 - 3 days to get an answer to that.. which was usually yet another person telling me the same thing that the previous 4 did.
Once, days and god knows how many emails later, I got to the second stage of them acknowledging they made a mistake.. then they kept asking me to take a picture of the wrong disc and send that to them via the website.. but the upload function on the website did not work so I couldnt send it to them. I wrote about 5 (not kidding) emails telling them I can not upload a picture to the website. Every reply to that was "sorry we could not see your picture, please try again".
I kept asking for a regular email adress where I could send the picture and finally they were able to give me one.
I send the picture, it again takes about three days and I got the reply where they asked me if I wanted to return the item and get a refund or a reshipment (I told them I wanted a reshipment in every single mail I had send them previous to that).
Again, every reply came from another person that had no idea what I had talked about with the one before. At this point I was almost close to giving up and just not deal with this shit anymore.
Eventually though, I got to the point where I could print out a returns form. When I asked who would pay for the shipping (I am in Germany so it was not cheap to send it back to the UK) they said they would refund.
So I send the item back, they got it about 10 days later and shipped the correct disc. Hallelujah.
Never got the refund for the postage I had to pay though.. I asked them about it but when I got the same f'ing stock answer yet again, I just didn't care anymore.

[CZDK]

Originally Posted by Flack999

then they kept asking me to take a picture of the wrong disc and send that to them via the website.. but the upload function on the website did not work so I couldnt send it to them.

Oh yeah, I forgot about the upload function not working when I had to send them a picture of one of the items I received which was smashed to bits. And waiting several days for a reply.

Definitely the worst customer service I have ever dealt with as well, bar none.

[Telstar]

I can only echo everyone else here. Zavvi is by far the worst, most incompetent and unethical online company I've ever had the misfortune to deal with.

[Kalvar]

Originally Posted by Telstar

I can only echo everyone else here. Zavvi is by far the worst, most incompetent and unethical online company I've ever had the misfortune to deal with.

MovieMail aka Simply Media are by far the worst in my opinion. Absolute incompetent shysters.

[FastAndFluid]

Had to laugh when, just after ordering a Zavvi exclusive steelbook (the only reason I would ever order from Zavvi - ie when there's absolutely no other choice) they sent me an email welcoming me as a new customer.

I have ordered a ton of exclusives from them over the years since Blackstar went under.

Idiots who haven't got a clue and screw up at every single customer contact point.

[Kalvar]

I bought 3 dvds from MovieMail last year. All items listed as in stock. After 2 weeks and no dispatch I sent many emails and then had to resort to the public facebook account to get communication. I was then told that the orders would be cancelled as requested.

2 months later a dvd arrived. A week later another dvd arrived, the third never did. A few weeks later I got a letter demanding money for one of the dvds by Simply Media. I didn't understand who they where until a google search found them connected to Moviemail. Once I realized they never charged my card and it was Moviemail wanting the money, I paid it back.

[CZDK]

I have received multiple items in a condition ranging from smashed corners to completely destroyed.

And I have had two items from different orders never show up, which they refused to do anything about leaving me with a loss of more than £40.

More than once I have been told that someone will get back to me within 48 hours only to never hear from them again before I contacted them several days later.

Lastly I have currently been writing back and forth with their customer support for more than 6 weeks because a product I received was not the one pictured on their product page. 6 different customer reps have replied, according to the names at the bottom of the replies, completely ignoring all the previous messages in the thread and giving answers all over the place.

I will never use Zavvi again and I can only encourage others to stay far away from them as well.

[Flack999]

Originally Posted by CZDK

Lastly I have currently been writing back and forth with their customer support for more than 6 weeks because a product I received was not the one pictured on their product page. 6 different customer reps have replied, according to the names at the bottom of the replies, completely ignoring all the previous messages in the thread and giving answers all over the place.

Yeah. That!
Same thing happened to me everytime I had to deal with their customer "service".

[malcy30]

Originally Posted by MuckyMuckMan

Anyone else think Zavvi's customer service is shocking? I keep getting shunned every time I send a query and there is no phone number to ring.

I ordered the January ZBox, but they auto renewed the order so I then received the February ZBox that I didn't want. I sent it back by writing 'Return to Sender' and they are saying they haven't received the package so tough luck, no refund will be given.

This is shocking considering I never ordered the thing. Their customer service pales in comparison to Amazon. So much so that I'm considering boycotting Zavvi from now on.

Don't like to say but you are almost certainly screwed, not sensible to just write return to sender as they will deny receipt even if reaches them.

Yours will be considered an unapproved return. As merznoise says they only accept approved returns. You have to go via their online messaging and they will send you linked for personalised return.

With regard to not ordering, I am sure they will have in the small print of the Zbox that their is an auto renewal unless cancelled before next month's item ships. This is standard practice by many companies, not just Zavvi.

[Filmbloke]

Trying to get out of a ZBOX subscription is an effing nightmare!!!

[Kamelot121]

Everything the peeps above have said - worst customer service I've ever dealt with.... You basically have to threaten them with legal action to get them to respond. I order the bare essentials from them these days. Would rather my money go to Amazon or HMV.

[MuckyMuckMan]

Originally Posted by Filmbloke

Trying to get out of a ZBOX subscription is an effing nightmare!!!

Tell me about it. I only subscribed to the 1 month subscription so I could take advantage of the free steelbook with the January Zbox. Thinking 1 month subscription meant just that, but oh no they auto renewed it.

I've written to the Ombudsman and reported the whole situation.

I might even write to Watchdog if they don't sort it out!

[tomahawk]

I contacted Zaavi customer service after the very first order I ever placed with them (a single blu-ray) because I thought that there may have been an error on my shipping address. I emailed them immediately after the order was placed, and the reply I received back was stunningly curt and to the effect of "Sorry, once the order has been placed there is nothing we can do. If you don't receive it, buy it again - that's the only option we can give you buddy." My phrasing is actually more diplomatic than their's which was far more in the manner of a snotty teen, as I recall. Anyway I luckily received the item, but swore to never buy from them again, which I broke this past New Year's after a couple of their deals were simply too good to pass up. But yes, completely unconscionably terrible customer service from them, for sure.

[Norbie]

Originally Posted by tomahawk

I contacted Zaavi customer service after the very first order I ever placed with them (a single blu-ray) because I thought that there may have been an error on my shipping address. I emailed them immediately after the order was placed, and the reply I received back was stunningly curt and to the effect of "Sorry, once the order has been placed there is nothing we can do. If you don't receive it, buy it again - that's the only option we can give you buddy." My phrasing is actually more diplomatic than their's which was far more in the manner of a snotty teen, as I recall. Anyway I luckily received the item, but swore to never buy from them again, which I broke this past New Year's after a couple of their deals were simply too good to pass up. But yes, completely unconscionably terrible customer service from them, for sure.

How can they tell if it was an honest mistake?

Should we be anymore surprised by their behaviour after they have to deal with people who demand a new item every time due to any little scratch or dent? You know those scuffed and dented items you ignore in bricks and mortar stores.

And you think its bad with your returns? Try dealing with them as an international customer.

[mikey 6]

Just an example of the customer service you get from other retailers compared to Zavvi.
I am in the UK and ordered the Warner Archive releases of The Big Sleep and Key Largo from Amazon US. Key Largo arrived with the cover torn and damaged.
I emailed Amazon and within 2 hours they replied saying they were issuing a full refund for Key Largo. I could reorder if I wanted to and they would also offer free shipping if I did.
How would Zavvi have dealt with this?

[MuckyMuckMan]

Finally got my dispute resolved after much hassle and a final scathing criticism of their customer services. Still can't believe they said I'd ordered it bearing in mind I'd only ordered a 1 month subscription and certainly didn't want the subscription renewing. Anyway, after much duress I will now get my refund:

Issue:
Returns and refunds
When will I receive my refund?
Customer info:
Ha ha! You seriously suck at customer service! If any of you had taken the time to look at any of my previous messages we might have got somewhere. You can't even respond with any useful answers to any of my messages. You really don't give a monkey if this gets resolved or not. Good luck with your business because there are lots of forums where people are saying they stopped using you all because of your terrible customer service.




One of our customer services advisors has reviewed your query and we are able to confirm the following:

Hello,

Thank you for getting in touch about your recent experience with Zavvi.

I am truly sorry for the service that you have received from us and that you have not received a refund for the February Zbox.

The details of your query have been passed onto Training and Quality Team to look into with the advisers involved, this will help to improve the service that we offer in the future.

All of the subscriptions that we offer are on a renewal basis. After the term of your subscription has ended it will automatically renew for a further fixed term unless the subscription is cancelled within 14 days of the previous months box being dispatched, this information is displayed on our website. For example, your January box was dispatched on the 9/1/2016, to cancel your subscription in time to stop February's box being dispatch you would have needed to contact us by the 23/1/2016. As this was not done the February box was dispatched to you, this was ordered by you when you ordered a subscription.

We have not received confirmation that your February box has been returned to us yet. The tracking information also has not updated to say that this parcel is being returned to us. On this occasion as a goodwill gesture, I have processed a refund for the February box, this will be in your account in 3-5 working days.

To confirm your subscription has successfully cancelled going forwards. The February box will be the last box that was sent to you.

I am sorry for any inconvenience this may have caused you.

Kind regards,

Customer Relations Executive