Zavvi question about receiving opened goods: Customer Service & Returns Policy

[chip75]

I've ordered a few things from Zavvi for Christmas and the first thing turned up yesterday. My problem is the boxset wasn't sealed in shrinkwrap/cellophane (it doesn't look 100% mint either) and I hate receiving opened DVD/BD's. It was a DVD (I have ordered some Blu's as well) Caprica Part 1 it's a Universal title and I can't remember ever having unsealed ones in the past. Should I ask for a replacement?

To me as soon as that shrinkwrap comes off the goods go from being NEW to LIKE NEW and that's a big difference in my eyes. If I do ask for a replacement what are their Customers Service and Returns Policies like?

Part of me feels a bit nitpicky (only a tiny part) but most of the stuff is for my brother and sister for Christmas and I honestly don't want to give opened goods as presents unless it's a last resort. Are opened goods par for the course with Zavvi? If they are I don't think I'll use them again!

[MarcelS1]

Originally Posted by chip75

I've ordered a few things from Zavvi for Christmas and the first thing turned up yesterday. My problem is the boxset wasn't sealed in shrinkwrap/cellophane (it doesn't look 100% mint either) and I hate receiving opened DVD/BD's. It was a DVD (I have ordered some Blu's as well) Caprica Part 1 it's a Universal title and I can't remember ever having unsealed ones in the past. Should I ask for a replacement?

To me as soon as that shrinkwrap comes off the goods go from being NEW to LIKE NEW and that's a big difference in my eyes. If I do ask for a replacement what are their Customers Service and Returns Policies like?

Part of me feels a bit nitpicky (only a tiny part) but most of the stuff is for my brother and sister for Christmas and I honestly don't want to give opened goods as presents unless it's a last resort. Are opened goods par for the course with Zavvi? If they are I don't think I'll use them again!

I do understand, I think it happened to me also a few years back. I did not return it but it did bother me. Haven't had many dealings with ZAVVI, their delivery times to The Netherlands take too long for me, what Amazon does in 3/4 days, they do in 10-15 days. You can always contact them and tell them what's bothering you. With the few items I bought, one item did not arrive, they send another one, within a day, their customer service seems oke to me.

[chip75]

Originally Posted by MarcelS1

I do understand, I think it happened to me also a few years back. I did not return it but it did bother me. Haven't had many dealings with ZAVVI, their delivery times to The Netherlands take too long for me, what Amazon does in 3/4 days, they do in 10-15 days. You can always contact them and tell them what's bothering you. With the few items I bought, one item did not arrive, they send another one, within a day, their customer service seems oke to me.

Thanks. I'll shoot them a message tomorrow, hopefully it's just a glitch. Originally I thought the set was from Amazon but I couldn't find it in my order history (know they would have replaced it straight away without a hassle). If I do send back a lot of stuff I'll be pushing it to the Christmas deadline so I'd imagine a few items won't make it in time.

It's a shame as I've had decent deals on the stuff I've ordered but if their not sealed I would have paid a couple more pounds and bought them off Amazon.

[Steve290886]

Can't speak for their returns but I have used them a lot in the past for Blu Rays and the Greys Anatomy Season 1-5 DVD box set and all have come sealed so strange you have received something unsealed from them.

[chip75]

Originally Posted by Steve290886

Can't speak for their returns but I have used them a lot in the past for Blu Rays and the Greys Anatomy Season 1-5 DVD box set and all have come sealed so strange you have received something unsealed from them.

That's good to hear, hopefully as I said in my previous post it's just a glitch. Also do they put an invoice with their orders? My one didn't have one.

[Steve290886]

No don't think they do - bit like HMV - just your item and nothing else.

[chip75]

Originally Posted by Steve290886

No don't think they do - bit like HMV - just your item and nothing else.

Thanks. I was worried for a minute. HMV have those little labels on the DVD/BD box with the order number on them. If I open the case I usually stick them on the back of the box as a reminder of how much I've paid!

[Sithlord75]

Originally Posted by chip75

That's good to hear, hopefully as I said in my previous post it's just a glitch. Also do they put an invoice with their orders? My one didn't have one.

Order number, price paid, etc is usually on the outer packaging.

I use Zavvi quite often but i've never reiceved any blu-ray's unsealed. I'd return it, especially if it doesn't look new, even more-so if your giving it as a present.

[Lleyton]

If you decide to send it back make sure you send it recorded post or proof of posting.

I recently sent the JP tin back due to damage and after waiting 2 weeks they claimed it never arrived back at their warehouse (although someone signed for the parcel at the same address). As soon as i sent them proof they had received the JP tin they had 1 sent out for next day delivery

[The Driver]

Zavvi wouldn't be missed.

Anyway, I use them but when I've run into problems they do fix things but they are pretty slow.

The do have a freepost returns' address BTW but they tend to keep it secret. That would be for UK residents of course.

If an item is supposed to be sealed and it is not I'd keep it, gather any evidence showing it aught to be sealed then email the store asking for a part refund. Seal/not sealed doesn't bother me but if they're -essentially- sending used goods that should be reflected in the price.

Zavvi are not a UK based company (at least the Channel Island arm) so they can do anything they like of course. Just make sure you use a credit card.

[whedon]

I know a lot of companies are no longer wrapping their products in plastic as part of their green campaign and it wouldn't surprise me to see Blu-Ray and DVD's coming sans shrink wrap from now on. While not a disc I recently got Y the Last Man Vol. 1 hard back and it arrived in rather poor condition, when I questioned the supplier they informed that as DC no longer shrink wrap as part of their green initiative they are receiving a lot of their stock in damaged.

[The Driver]

Pressed media (discs) will nearly always be sealed in the EU because if you break that seal you have no consumer return rights in the EU-wide distant selling regulations.

Only non-wrapped discs I've seen are from "ITV DVD".

[whedon]

Originally Posted by The Driver

Pressed media (discs) will nearly always be sealed in the EU because if you break that seal you have no consumer return rights in the EU-wide distant selling regulations.

Only non-wrapped discs I've seen are from "ITV DVD".

I used to run a music/dvd store and the amount of titles we got in unsealed was ridiculous. Used to get in a couple hundred CDs a week and at least 50% would be unsealed and of the DVDs about 80% would be unsealed.

[The Driver]

Originally Posted by whedon

I used to run a music/dvd store and the amount of titles we got in unsealed was ridiculous. Used to get in a couple hundred CDs a week and at least 50% would be unsealed and of the DVDs about 80% would be unsealed.

Different thing I reckon -I know wholesalers can sell different stock to online (what I was talking about) stores and B&M stores. You can see this with many Blu-rays as they have that Amaray 'security' feature too (meant for B&M and quite useless for online use obviously).

[chip75]

I PM'd Zavvi with my concerns so hopefully they'll get back to me soon. Hopefully they don't have a silly excuse like 'we check all our stock before posting' which you see on Marketplace sellers from time to time as they try and call their goods NEW after they've watched them....

[whedon]

Originally Posted by chip75

I PM'd Zavvi with my concerns so hopefully they'll get back to me soon. Hopefully they don't have a silly excuse like 'we check all our stock before posting' which you see on Marketplace sellers from time to time as they try and call their goods NEW after they've watched them....

Jsut opened a parcel from Amazon US and my Santa Sangre is unsealed. The disc is perfect and as it's for myself I don't mind but if it was a gift then I'd be slightly miffed.

[chip75]

No response from Zavvi. But I found this under their T & C's.

"We want to ensure you are always happy when shopping with zavvi.com. To ensure this, we offer an "absolute satisfaction" guarantee where you can return any unopened item within 14 days of the date when you received the order."

With half a dozen orders dispatched I hope the first one was just a glitch. I'll have to keep my eyes open for re-sealed items as well. Amusingly they spell DISPATCH two different ways throughout their site. It's weird with an 'E' it feels like they're going to send out a team of assassins....

[chip75]

Received 3 items from Zavvi today. One sealed, one opened, and one re-seal. Not impressed.

They're 'we endeavour to reply to all enquires within 24 hours' isn't exactly set in stone either....

[Sithlord75]

You're best to phone them and speak to someone directly in this case.

[chip75]

They got back to my enquiry, they'll replace my opened boxset (they've got a Freepost address so it won't cost me anything to return it).

As for the other opened boxset one of them was 24 Season 7 DVD Collection but I'm a bit worried if I send that back it won't be replaced with the original style packaging I initially received, so I'll let that slide. It's not 100% mint either but those 24 sets are hard to keep pristine even sitting on the shelf.