General Zavvi Thread

[MadManWithaBox]

I did, it says there's no account associated with my email.
I wouldn't be so concerned, but I had a bunch of steelbook pre orders on there it seems like are gone apparently.

[Porco Azzurro]

Sounds a right old mess. I have had both good and no-so-good experiences with Zavvi - they are far from perfect but they are not anywhere near the worst company I've ever dealt with online, and they have seemed to improve a little to me. But none of that helps you of course!

If you've tried repeatedly to contact them by all means online and still can't get anywhere I guess you could try the old-fashioned way, and send them a letter. They have an address you can write to here:

http://help.zavvi.com/index.php?acti...222&artlang=en

If it was me, and I'd tried everything you say you have, I'd send them a detailed letter with as much info on your outstanding orders as you can (and maybe a couple of most recent previous orders too), and obviously details about your missing account and the email address you used for it. If you can include something like a printed email, or photocopy a box label from an order you received or something, you could include and point to those as proof you had an account.

Send it recorded/registered post so you know it gets there. And keep tweeting at them in the meantime (and tell them in the letter how you've tried, and that you will keep trying while you wait for a response).

As with all situations like this, try your best to remain calm and polite, but also be determined and persistent. If that all fails perhaps try contacting The Hut Group, who own Zavvi.com (their postal address is the same), they have a general enquiries email here on their website:

https://www.thehutgroup.com/contact/

Remember: Calm, polite, determined, persistent! Good luck.

[MadManWithaBox]

I'll give that a try, thanks.

[Paul.R.S]

What happened, MadMan? Did this get straightened?

[EvilNed]

I ordered Hitch-hike from them but it got lost in the mail. I contacted them and they sent me a new one straight away.

[MadManWithaBox]

Their customer service didn't get back to me, but my account suddenly reappeared after this

[Si Parallel Universe]

Originally Posted by MadManWithaBox

Their customer service didn't get back to me, but my account suddenly reappeared after this

That's interesting.

[XGEEKEDGERX]

I've had two cases of lost orders with them since I moved to Germany (all within the same month), never had a problem when I still lived in the UK. I cancelled the Indicator Hammer set I had on order through them due to these issues. All they offer me is their 'standard free delivery'. If i'm spending £40+ then i'd really like the option to track my order

[lemoncurry?]

Is there such a thing as ”Zavvi customer service”? I doubt it. I’ve been in touch with them several times in the last couple of months but they never help or resolve anything. I’ve had a couple of Blu-rays ”processing” for three weeks now, while I’ve received the rest of my order. These items are in stock, so what’s the hold up? I contacted them a week ago and they replied ”We will look into it”, then nothing.

Prior to this I had trouble with my payments and got ”resolve” e-mails for several orders. I clicked ”resolve”, filled in my card details again. And again. And again. My orders finally got through but I kept getting these e-mails everytime I made a new order. I’ve asked them two or three times about this. Their reply was ”Click on the resolve button” or, the last time, ”Check your Visa”. There is nothing wrong with my Visa. The only time I have this problem is with Zavvi, which I’ve told them. ”Click resolve”. Yeah, right...

First world problems. You gotta love ’em!

[GoodAsBlu]

I can't understand all these problems with Zavvi. I've been importing items from them for about 2 years now and had maybe five orders go "missing". Each and every time, I have received their replies to my questions, confirmations of shipping, replacement requests and any other problems that may arise, dealt within a day or two, all without any further problems. None.

Am I lucky? Am I singled out? Am I a personable customer? Do overseas customers receive extra attention? Whatever the case may be, I can honestly say that Zavvi has been professional and courteous with all of my transactions.

[lemoncurry?]

Originally Posted by GoodAsBlu

I can't understand all these problems with Zavvi. I've been importing items from them for about 2 years now and had maybe five orders go "missing". Each and every time, I have received their replies to my questions, confirmations of shipping, replacement requests and any other problems that may arise, dealt within a day or two, all without any further problems. None.

Am I lucky? Am I singled out? Am I a personable customer? Do overseas customers receive extra attention? Whatever the case may be, I can honestly say that Zavvi has been professional and courteous with all of my transactions.

I’m an overseas customer as well. Perhaps I’m just unlucky, getting the type of problems customer services aren’t used to?

I like Zavvi. I’ve used them for years and I’ve never had any orders gone missing, but these issues and how they’re (not) dealing with them is annoying.

[BHolst]

This was a new one!

I pre-ordered Dunkirk 4K when they had a 10% off (I think it was) on all 4K titles. Later the Nolan 4K set was available from the US and I decided to get that instead.

I almost forgot about the Dunkirk pre-order. Thursday 7th of December i remember and promptly contact Zavvi CS to cancel it (it was ordered with other titles and since I used a code I couldn't cancel just one item from the order), they responded within 24 hours that the item had entered the shipping process and therefore couldn't be cancelled. Bummer, but it's my own fault for not cancelling sooner.

Saturday I discover that it is still listed as Awaiting Stock in my order (usually they are listed as Awaiting Dispatch if they have entered the shipping process), so I contact them again and tell them that.

Today I got a new reply with an apology for the confusion and 9 minutes later a new mail with the cancellation confirmation

Unexpected development! (new staff?)

[Blu Lemmy]

Originally Posted by BHolst

This was a new one!

I pre-ordered Dunkirk 4K when they had a 10% off (I think it was) on all 4K titles. Later the Nolan 4K set was available from the US and I decided to get that instead.

I almost forgot about the Dunkirk pre-order. Thursday 7th of December i remember and promptly contact Zavvi CS to cancel it (it was ordered with other titles and since I used a code I couldn't cancel just one item from the order), they responded within 24 hours that the item had entered the shipping process and therefore couldn't be cancelled. Bummer, but it's my own fault for not cancelling sooner.

Saturday I discover that it is still listed as Awaiting Stock in my order (usually they are listed as Awaiting Dispatch if they have entered the shipping process), so I contact them again and tell them that.

Today I got a new reply with an apology for the confusion and 9 minutes later a new mail with the cancellation confirmation

Unexpected development! (new staff?)

Check to make sure they didn't cancel your whole order

[BHolst]

Originally Posted by Blu Lemmy

Check to make sure they didn't cancel your whole order

The first thing I checked, this is not my first rodeo

That's what's so confusing, after the first blunder they appear to have done exactly what I wanted without screwing up anything else...

[BMox81]

I've had an awful experience with Zavvi recently - took my money for a steelbook, no dispatch email three weeks later (even though item is in stock) and no ability to cancel. Got fobbed off on a daily with multiple different answers.

Had to raise a dispute with my bank to get my money back.

Subsequently cancelled my other orders and will never use them again.

[roguejp]

My experience is that they do respond well to tweets. Mail, not so good.

[rapta]

Originally Posted by BMox81

I've had an awful experience with Zavvi recently - took my money for a steelbook, no dispatch email three weeks later (even though item is in stock) and no ability to cancel. Got fobbed off on a daily with multiple different answers.

Had to raise a dispute with my bank to get my money back.

Subsequently cancelled my other orders and will never use them again.

Did this to me recently with pre-order of Arrow's Four Film Noir Classics set. Estimated delivery date was the release date, but they still didn't send it on the release week, let alone two week after that. Charged me over a week before they actually finally dispatched it - I was on the verge of cancelling it myself and going with another retailer (was hesitant 'cause the price difference was about £7-8), but someone on these forums mentioned theirs had dispatched and I noticed mine had too. Apparently arriving tomorrow, though the Royal Mail tracking code isn't working right now (that'll be the next hurdle).

Anyway, they seem to hire CS agents who do not read your message and just send a stock reply. One of them thought I was trying to cancel the order, which I thought was a very strange interpretation of my request to find out why it hadn't been dispatched yet. Anyway, if you're calm with them I've found you'll eventually get what you want from them. However, some of them would just rather mark your query as 'answered' even if they haven't actually solved the issue. Amazon are occasionally guilty of the same, but at least you can get back to them quicker and they usually resolve things to the customer's satisfaction.

However, I've previously had experiences of them cancelling orders without my permission, which is a big no-no as far as I'm concerned, especially if the item is OOS or 'sold out'.

[filmlover22]

Wow! I am surprised at all these horror stories. I have been using Zavvi for years and - with one recent exception - have had outstanding service. I have gotten everything I ordered, they come undamaged, and - most surprisingly - they manage to get the package from dispatch to my house in the USA in 9 days! Amazon non-prime can't even do that!

The ONLY problem I have ever had with them is the recent Arrow Film Noir set. I sent them an inquiry after 2 weeks of no dispatch, they apologized and sent it 2 days later. So, even there, I was delayed by 2 weeks but am confident I should be seeing the package in a few days.

I looked at my orders from 2017, and 90% were from Zavvi. Great prices, too.., One of my favorite dealers in the UK (#2 is Amazon.uk, #3 is MOC).

Sorry others have had such problems.

[Dubliner1]

Originally Posted by filmlover22

Wow! I am surprised at all these horror stories. I have been using Zavvi for years and - with one recent exception - have had outstanding service. I have gotten everything I ordered, they come undamaged, and - most surprisingly - they manage to get the package from dispatch to my house in the USA in 9 days! Amazon non-prime can't even do that!

The ONLY problem I have ever had with them is the recent Arrow Film Noir set. I sent them an inquiry after 2 weeks of no dispatch, they apologized and sent it 2 days later. So, even there, I was delayed by 2 weeks but am confident I should be seeing the package in a few days.

I looked at my orders from 2017, and 90% were from Zavvi. Great prices, too.., One of my favorite dealers in the UK (#2 is Amazon.uk, #3 is MOC).

Sorry others have had such problems.

I'm also one of the silent majority who has no probs with Zavvi. Did have a bluray go missing on me last month but eventually showed up but by then Zavvi had already sent me a replacement.
Have got some great prices from them on blurays over the years including some lovely steelbooks. My only gripe with them was sending out steelbooks in flimsy padded envelopes but they now seem to be posting them in sturdy cardboard mailers.
If it were not for these online shops we'd all be paying sky high prices down at our local high street retailers.
I'm more than happy to put up with the odd delay or missing package with prices like they offer.

[Blu Lemmy]

I have a steelbook due for delivery today....will let you know