Zoom - online retail store

[Ben_C]

My Clan of the White Lotus turned up today packaged in a cardboard envelope. Seems very random as to what packaging they’ll use.

[malcy30]

Originally Posted by Ben_C

My Clan of the White Lotus turned up today packaged in a cardboard envelope. Seems very random as to what packaging they’ll use.

Thanks Ben. It does seem luck of the draw.

Got two 88 Films titles in separate plastic bags one being North Sea Hijack, but then since then my orders have been in card mailers.

Regarding my non arrival, that is probably down to our local Royal Mail, deliveries currently taking at least double the time they should. HMV seem only ones who get prompt on schedule deliveries here, everyone is delayed.

[Lasse Reden]

Is everyone here who has received their order in a poly bag from the UK, or are there any international (specifically EU) customers who had the same bad luck? I'm torn over whether i should put up an order with Zoom or Amazon UK. Zoom would be a few quid cheaper, but several of the items i want have cardboard sleeves that would get wrecked if sent in a poly bag to mainland Europe. Amazon would be the safer choice if everything got sent in one package, but they are going in and out of stock on the things i want and keep changing what they will/won't send to my location due to high demand, so it isn't a given that they would send everything in a large cardboard box or wrapper either. Even though bubble mailers are safer than poly bags, they're not that great for fragile packaging either.

Also, have any of you received orders of multiple items in those poly bags, or just single item orders? If i end up using Zoom, i'd probably get 4 or so items (5-6 if i use Amazon), has anyone here had an order of that size turn up in a poly bag?

[Spiderwalk]

I dread the thought of a Criterion Digipak turning up in a poly bag!

I might have to swear off Zoom for the time being. It's a real shame, they've been so good with packaging in the past.

[Lasse Reden]

Originally Posted by Spiderwalk

I dread the thought of a Criterion Digipak turning up in a poly bag!

I might have to swear off Zoom for the time being. It's a real shame, they've been so good with packaging in the past.

True. I've only used them a few times so far, but i've been impressed by how sturdily packaged my orders arrived each time.

[malcy30]

Originally Posted by Lasse Reden

True. I've only used them a few times so far, but i've been impressed by how sturdily packaged my orders arrived each time.

They are now increasingly using thin plastic bags for single case items, although it still seems hit and miss as other orders continue to arrive in plastic case mailers.

Has this been posted before?
Now have banner on home page taking you to this update on shipping delays.

COVID-19 Update

Due to the unfolding situation with Coronavirus (COVID-19) we want to keep you up to date with any changes we may need to take to protect our staff and their families in line with government directives - and any impact this may have to the service we provide to you, our valued customers. We will continue to monitor the situation and will update this page as and when we need to make any changes to our service in line with government instructions and to ensure the safety of our staff and families whilst providing our service to you.

Firstly, we’d like to apologise to you for any delay in receiving orders that you’ve placed with us during this transition period. This may have resulted in your order taking up to 72 hours to process fully before being dispatched, exacerbated by the recent Easter Bank Holiday period. We are working hard to improve the current processing time caused by a dramatic increase in demand for our products whilst ensuring we are maintaining the safety of our staff and their families with strict social distancing measures. We have and are continuing to reconfigure our distribution centre to balance improving the throughput of orders, whilst maintaining staff safety. In the coming days will see the throughput improve on standard sized items, but may still see some further delays on bulkier lines (larger box sets, consumer products merchandise) but please be rest assured that you will receive your order.

We’re doing everything we can to ensure continuous and uninterrupted supply to our customers and we would be very grateful for your patience during this time whilst we catch up and bed in our new processes. We expect to be fully caught up in coming days and have also taken the decision to upgrade all deliveries affected to first class free of charge to make sure customers receive their orders as soon as possible.

Thank you for shopping with us and for your patience and understanding during these uncertain times.

[hoejunter]

No Star Was set for me in the post today... fingers crossed it’ll at least arrive on Monday. Apparently they send orders over £50 with next day tracked delivery but I haven’t received any tracking information so I’ll just wait it out.

[malcy30]

Originally Posted by hoejunter

No Star Was set for me in the post today... fingers crossed it’ll at least arrive on Monday. Apparently they send orders over £50 with next day tracked delivery but I haven’t received any tracking information so I’ll just wait it out.

Their orders are tracked but the customer doesn’t get a tracking number. The postman has to scan the barcode as they deliver to you to show the retailer it has been delivered (so you can’t scam them claiming non delivery), as hear the beep as they scan before putting through letterbox. Is same service HMV use.

BTW Clan of the White Lotus finally arrived today, so that’s 5 days after the claimed Monday despatch, despite saying 24 hours tracked on the label. It also came in a card mailer and not one of the plastic bags they are increasingly using.

[FaceInTheLeaves]

The Elephant Man arrived from Zoom a few days ago. It was packed in a cardboard mailer but the plastic trays were cracked and the slipcase bumped. The Parcelforce courier tried shoving it through our letterbox and gave up, leaving it hanging out of the letterbox.

I’ve ordered another from HMV.

[Billz]

Finally got Jumanji 3 steelbook from Zoom, and it's damaged.

Both the top and bottom are all bent inwards.
It's like a metal banana!

Not a good first shopping experience with Zoom.

[malcy30]

Originally Posted by Billz

Finally got Jumanji 3 steelbook from Zoom, and it's damaged.

Both the top and bottom are all bent inwards.
It's like a metal banana!

Not a good first shopping experience with Zoom.

Sorry to hear that.

Was it in a plastic bag as they now use on some deliveries? Or more substantial packaging.

[Billz]

Originally Posted by malcy30

Sorry to hear that.

Was it in a plastic bag as they now use on some deliveries? Or more substantial packaging.

Plastic bag.

Only went with them because Zavvi wouldn't ship it.

What are the chances of getting a replacement from Zoom without sending the original back?

I'm in a 12 week quarantine so I can't leave my house.

[DaveSimonH]

It's bad enough companies like musicMagpie sending cheap used blu-rays in plastic bags, but brand new from Zoom? And acording to Billz post above, they're even sending and damaging steelbooks in bags...
A ridiculous cost cutting move, with the general population moving to streaming instead, its the collectors that are left, and they want cases arriving in one piece.

If delivery bags are the new norm, I won't be ordering anything from Zoom again.

[Sithlord75]

Their customer service has certainly slipped as well since they’ve changed warehouse / suppliers.
Used to get a response from them within 24hrs, can now be up to a week or even no response at all.

[samdaman94]

Ordered two Blu-rays from them on 04-04. One came within days, the other still hasn't despite being dispatched on the same day. Time to accept it's lost, or are people experiencing similar delays with Zoom packages?

[malcy30]

Originally Posted by samdaman94

Ordered two Blu-rays from them on 04-04. One came within days, the other still hasn't despite being dispatched on the same day. Time to accept it's lost, or are people experiencing similar delays with Zoom packages?

I had one of their deliveries take 2 weeks to arrive, finally turned up on Saturday.

With the current problems I don’t think Zoom will consider lost for a month. Is usually around 3 weeks unless it’s coming tracked via someone like Amazon Logistics.

Also as noted in earlier posts their customer service has been severely impacted by the lockdown, so even if you query it may take a week or longer to get a reply.

[Lea74]

I've been waiting for the Hammer: Volume 5 box for the past few weeks.

[Lea74]

I have a few items pre-ordered in one order. I wish to cancel an item as I am worried it will be despatched in a plastic bag (Macabre [88 films] with slip) and have now changed my mind due to a previous order (North Sea Hijack) being sent in a bag and was damaged. I don't want this to happen again.
So I was wondering if it is possible to cancel an item from an order without cancelling the other items?

[malcy30]

Originally Posted by Lea74

I have a few items pre-ordered in one order. I wish to cancel an item as I am worried it will be despatched in a plastic bag (Macabre [88 films] with slip) and have now changed my mind due to a previous order (North Sea Hijack) being sent in a bag and was damaged. I don't want this to happen again.
So I was wondering if it is possible to cancel an item from an order without cancelling the other items?

If you look at the order in your order history is there only one cancel button for whole order or an option to cancel each item individually ?

I always order from them singly but in with the use of plastic bags for packaging may need to group up. However like HMV and other places they ship each item in an order as it becomes available so that won’t work unless all have same release date or you wait until all in stock.

[Lea74]

I have two items left in the order and I can only see one yellow tab at the top right of screen that says "Cancel Order" but no way of knowing if I will get an option to cancel individual items if I click on the tab.

The other item I don't want to touch is Doctor Who Season 14, which is now out of stock, so obviously I don't want to mess that up.
I don't want to take the risk, so looks like I will have to send an email requesting they cancel just Macabre from my order.