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.
You could wait under after the Doctor Who has shipped. All the reports I have read say it’s still on track for 4th May. Macabre is out 2 weeks after.
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.
i don't think they've given a crap about steelbook packaging for a while, i remember maybe last year or the year before someone complaining their steelbook had come bent in a ( shape because they sent it in a cardboard envelope, i'm kinda glad i don't bother with steelbooks as much anymore but i miss the days when play.com would shove it in a box with 3-4" of foam and you'd get it in perfect condition
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.
Sent zoom an email yesterday and I received an auto reply with this information.
Quote:
Thanks for your email - we endeavour to respond to all queries as soon as we can, usually within 48 hours after we receive them. During particularly busy business periods such as these, this may take a little longer.
COVID-19 (Coronavirus) 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 our information 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.
Delivery
We have been working closely with our delivery partners as well as our studio and label distributors, to maintain standard delivery times and maximizing availability of products and will continue to do so. We have also migrated our distribution operations to ensure that we can continue to provide a good delivery service in the coming weeks and months ahead. We are of course aiming to minimize any disruption during this short transition process and anticipate service being maintained whilst we complete this migration, however, please bear with us in case there are any minor delays in receiving your orders.
UK Delivery: Currently our UK delivery services via Royal Mail and Whistl are running well with no major disruption to our services but like all delivery services are experiencing high demand. We will continue to work closely with our delivery providers in the meantime.
EU Delivery: The situation in Europe differs by country depending on individual government directives and the situation in specific regions and you may experience some delays to your normal delivery times. Please be patient and be assured with our working hard with our delivery services to get your products to you.
Customer Services
In order to protect our staff and their families and in line with government policy our customer service team are now working from home. As they adapt to working remotely there may be some delays to your normal response time. Be assured we will respond to your enquiry but may take a little bit longer than usual.
Our customer service opening hours are 08:30-17:30, Monday to Friday. You can expect our response to be within this time period.
For the meantime, here are some of our FAQs that may help you get to the bottom of the answer you’re looking for. If not, we’ll be in touch anyway and we can help you from there!
Frequently Asked Questions:
Q: When will my order be despatched? All items ordered before midday will be despatched same day, if ordered Monday to Friday. Orders placed after midday 12pm Friday will not be despatched until the following Monday. See more about our delivery services here: https://www.zoom.co.uk/help/delivery
Q: How will I know when my order has been despatched? You'll be sent a confirmation email the moment your order is despatched, letting you know that it's on its way to you.
Q: Once my order has been despatched when will I receive it? From the time that you receive your despatch confirmation email, we would expect you to receive your order within 3-5 working days, for deliveries within the UK. For deliveries outside of the UK, this may take a bit longer. Please note you should allow 10 working days for delivery inside the UK before contacting us about your missing order. Unfortunately, Royal Mail will not open an investigation into any of their deliveries before this time.
Q: Can I cancel my order? Unless the item is a pre-order, we are usually unable to cancel orders due to their speedy processing time! Sorry – we’re happy to arrange a FREE UK return for you though.
Q: How do I return an item? To arrange a return, please just contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We'll then issue you with the Returns address - specific to that item - along with your unique Returns Authorization (RA) number.
Is similar to the Covid-19 FAQ on their delivery webpage, which I posted in this thread last week.
I think it's crap them claiming their's no delay to delivery speed. Although they claim items are still being sent 1st class (which is what the post label says) there must be delay in the handover to Royal Mail from when they claim the item shipped or in their local Royal Mail depot.
Their 1st class deliveries now take 4 or 5 days to reach me.
Compare to HMV who use the Royal Mail 48 hour (2 day) service and those are delivered in 2 or 3 days, so normal speed.
There are definitely delays with both Royal Mail and couriers regardless of who is sending or how fast they despatch. There's no rhyme or reason to it: of nine UK parcels I sent off last Tuesday, two arrived the next day, two today and the rest are still in the system. I can only guess that it depends on how up to strength Royal Mail are in different areas - not just the posties (who are less than happy about being expected to still deliver junk mail to every house on their round) but also the sorting office staff. In some places there are deliveries only every other day, and that may also apply to collections. Deliveries to my own address are often taking 14-16 days at the moment. I suspect that because of the lockdown fewer staff are having to cope with more people sending and receiving stuff.
There are definitely delays with both Royal Mail and couriers regardless of who is sending or how fast they despatch. There's no rhyme or reason to it: of nine UK parcels I sent off last Tuesday, two arrived the next day, two today and the rest are still in the system. I can only guess that it depends on how up to strength Royal Mail are in different areas - not just the posties (who are less than happy about being expected to still deliver junk mail to every house on their round) but also the sorting office staff. In some places there are deliveries only every other day, and that may also apply to collections. Deliveries to my own address are often taking 14-16 days at the moment. I suspect that because of the lockdown fewer staff are having to cope with more people sending and receiving stuff.
True, and they probably have less people working to adhere to social distancing rules.
Just got a despatch notice one week after order, so not 72 hours. But hey, receiving my copy of Seven Blood-Stained Orchids quickly is low-down the priority list at the moment. It'll get here soon enough.
Got the same auto reply 3 times in a row for a single email I sent about my damaged Jumanji 3 steelbook.
I doubt they'd replace or refund it anyway.
First and last time I'll be using them.
did you only email them on saturday? i think their office hours are the usual 9-5 mon-fri, might be worth trying to find the phone number on the website if you're desperate for a reply but with the virus going on they may not be manned at the minute
Sent zoom an email yesterday and I received an auto reply with this information.
I’m going back from last year, October/November time. Returned an item for a refund, multiple emails sent with no response. Ended up letting PayPal deal with it in the end.
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