Is this Zavvi's chance to shine?

[RedCellUK]

Seriously,I'd see how much you can get for it at CEX or selling it on, Zavvi has the worst returns ever and you need to send it recorded, if you dont then they will claim not to receive it, and now you cannot ring Zavvi easily it will be a nightmare to get your money back!

[jw]

Originally Posted by RedCellUK

Seriously,I'd see how much you can get for it at CEX or selling it on, Zavvi has the worst returns ever and you need to send it recorded, if you dont then they will claim not to receive it, and now you cannot ring Zavvi easily it will be a nightmare to get your money back!

I got screwed for about 200.00 because of this, beware!!

I had pictures, tracking # showing it was accepted all the way to port of export and the proof of acceptance that post office provides which they claim they need. Had all this and they said they never got it........SO opened a claim via my card with all evidence and won that case but because I opened a claim they now will not ship to my address, which isnt a biggie cuz I have family, friends, But I laugh because its scamming 101, I would not recomend them to anyone and if you are a US buyer, expect the same result.

[clacton0]

Originally Posted by duggie walker

And now, for you, the real nightmare begins. Behold in fear and wonder the world's worst customer service and returns procedure!

Got an email back with a returns reference number so hopefully when it comes I can send it straight back.

Will have to look more carefully next time before ordering

[dullboy]

I'm in the US and I placed an order last Thursday. It arrived the following Monday. Quickest overseas shipment I've ever received. Hope the rest go as smoothly.

[BigNickUK]

the worst just got worse!......they have turned off telephone contact, the 0844 number gets to a message that refers you back to the website.
So for any issues, urgent or otherwise, be prepared for 3-4 day turnaround for responses.
Its an absolute disgrace

[duggie walker]

Originally Posted by clacton0

Got an email back with a returns reference number so hopefully when it comes I can send it straight back.

Will have to look more carefully next time before ordering

What do you mean by "when it comes"? One of the first problems with them is that they send you an e-mail telling you you'll GET an e-mail with a reference number or with a claims form attached. That e-mail takes an age and - in the case of claim forms - frequently WITHOUT the attachment. I don't know why they don't just send you the relevant form as their first action.

Anyway - let us know how it goes. I'd love to believe that they've finally got their act together on customer service but I doubt it.

[T101]

I ordered an item from Zavvi's ebay out let recently. They waited and waited. I eventually contacted them and they said "we are sorry, your item must have been lost in the mail, here is a full refund" or something to that effect.

I'm sorry, but no company would refund money so easily if the postal service was to blame.

Terrible lying company.

[duggie walker]

Originally Posted by T101

I ordered an item from Zavvi's ebay out let recently. They waited and waited. I eventually contacted them and they said "we are sorry, your item must have been lost in the mail, here is a full refund" or something to that effect.

I'm sorry, but no company would refund money so easily if the postal service was to blame.

Yeah - and certainly NOT zavvi, who make you jump through hoops for a refund on undelivered items.

They actually charged me again, via Paypal, for an item I'd already paid for and received a few months earlier. So keep a close eye on them.

[legendarymatt92]

Originally Posted by T101

I ordered an item from Zavvi's ebay out let recently. They waited and waited. I eventually contacted them and they said "we are sorry, your item must have been lost in the mail, here is a full refund" or something to that effect.

I'm sorry, but no company would refund money so easily if the postal service was to blame.

Terrible lying company.

I don't know, I think they would, especially since they're now trying to get on par with Amazon's superb customer service. The Zavvi of yesterday wouldn't, I agree there, but maybe the "new" one would.

According to a survey taken by the Mail paper, 500,000 packages/letters are misplaced by Royal Mail in a week (although things have apparently got "better" since then) which means the chances of it being something you've bought are slim, but definitely noticeable.

[moonbucket]

Originally Posted by legendarymatt92

I don't know, I think they would, especially since they're now trying to get on par with Amazon's superb customer service. The Zavvi of yesterday wouldn't, I agree there, but maybe the "new" one would.

According to a survey taken by the Mail paper, 500,000 packages/letters are misplaced by Royal Mail in a week (although things have apparently got "better" since then) which means the chances of it being something you've bought are slim, but definitely noticeable.

A week! That's shocking.

Makes you wonder how much Amazon or similar lose a week in lost items.

[levcore]

So now Zavvi have the Star Trek steelbook up for sale. I wonder if they have any other surprises up their sleeves?

[Blu MacReady]

Originally Posted by levcore

So now Zavvi have the Star Trek steelbook up for sale. I wonder if they have any other surprises up their sleeves?

Maybe the next surprise will be that Zavvi actually has this item and will ship when released.

I've read a good amount are still waiting for their Looper SB....Which was released a couple of weeks ago.

[Aclea]

Originally Posted by duggie walker

They actually charged me again, via Paypal, for an item I'd already paid for and received a few months earlier. So keep a close eye on them.

They charged me twice for an item a year or so ago, sending out two separate copies as two separate orders. Even though I caught this before they despatched the second copy, they still insisisted on sending the second copy out and demanded it be returned at my expense before they'd give a refund. Which took six weeks and lord knows how many emails to finally eek out of them. The only company I've encountered with customer service as bad is DeepDiscount, who did the same thing, admitted it was their computer error and then insisted that there was nothing they could do about it.

Another one to watch out for is DVDGold, who recently charged me again for an order last July. They did refund it before I found out about it (though only by looking at my bank statement - they didn't contact me to let me know about the mistke even after they processed the refund), but it's hardly something that inspires confidence.

[duggie walker]

Originally Posted by Aclea

They charged me twice for an item a year or so ago, sending out two separate copies as two separate orders. Even though I caught this before they despatched the second copy, they still insisisted on sending the second copy out and demanded it be returned at my expense before they'd give a refund. Which took six weeks and lord knows how many emails to finally eek out of them. The only company I've encountered with customer service as bad is DeepDiscount, who did the same thing, admitted it was their computer error and then insisted that there was nothing they could do about it.

Another one to watch out for is DVDGold, who recently charged me again for an order last July. They did refund it before I found out about it (though only by looking at my bank statement - they didn't contact me to let me know about the mistke even after they processed the refund), but it's hardly something that inspires confidence.

Wow - I'm actually surprised they did that to someone else! I'd paid for mine through Paypal - not sure why Paypal authorised it - but, after previous experiences, I gave them one chance to reply to my e-mail and then went straight to a Paypal claim, which resolved it in about a day.

ALWAYS use Paypal with zavvi. It's your only protection.

The sad thing is that these customer service issues have been going on for years now. It wouldn't take much to overhaul the system but nobody does it. I've had long conversations with their call-team, many of whom seem to be just as frustrated as we are.

[Aclea]

Originally Posted by duggie walker

Wow - I'm actually surprised they did that to someone else! I'd paid for mine through Paypal - not sure why Paypal authorised it - but, after previous experiences, I gave them one chance to reply to my e-mail and then went straight to a Paypal claim, which resolved it in about a day.

ALWAYS use Paypal with zavvi. It's your only protection.

The trouble is with PayPal you can end up paying for something six weeks before the 'in stock' item is actually in stock. And then wait another week on op of that since they seem to use snails with lead weights attached to their shells to deliver it.

[Rob Hunter]

Still waiting on Looper Steelbook

piss take

[duggie walker]

Originally Posted by Aclea

The trouble is with PayPal you can end up paying for something six weeks before the 'in stock' item is actually in stock. And then wait another week on op of that since they seem to use snails with lead weights attached to their shells to deliver it.

Yeah but their claims procedure is fast and efficient. I've been pretty impressed with Paypal since they paid me back all the money I'd stood to lose when planetaxel went bust. And like I said, I got my money back from zavvi within a few days. I can assure you that - left to them - they'd have taken several weeks.

I forgot to mention that, after I made that claim, zavvi cancelled another order I had with them for no good reason. It had been made with a discount voucher. Maybe I'm paranoid but it seemed like a malicious act.

[clacton0]

Originally Posted by duggie walker

What do you mean by "when it comes"? One of the first problems with them is that they send you an e-mail telling you you'll GET an e-mail with a reference number or with a claims form attached. That e-mail takes an age and - in the case of claim forms - frequently WITHOUT the attachment. I don't know why they don't just send you the relevant form as their first action.

Anyway - let us know how it goes. I'd love to believe that they've finally got their act together on customer service but I doubt it.

Just got my refund today so at least it went OK for me.