General Zavvi Thread

[MadManWithaBox]

Zavvi customer service is shocking. I ordered NES remix for 3DS on 3rd December, along with two blu rays. The blu rays arrived before christmas, NES remix never showed up. I opened up a ticket with them at the end of december, so far I have received zero refund despite correspondence between us, and me opening up 5 or 6 support tickets.

[Norbie]

Originally Posted by tomahawk

I contacted Zaavi customer service after the very first order I ever placed with them (a single blu-ray) because I thought that there may have been an error on my shipping address. I emailed them immediately after the order was placed, and the reply I received back was stunningly curt and to the effect of "Sorry, once the order has been placed there is nothing we can do. If you don't receive it, buy it again - that's the only option we can give you buddy." My phrasing is actually more diplomatic than their's which was far more in the manner of a snotty teen, as I recall. Anyway I luckily received the item, but swore to never buy from them again, which I broke this past New Year's after a couple of their deals were simply too good to pass up. But yes, completely unconscionably terrible customer service from them, for sure.

How can they tell if it was an honest mistake?

Should we be anymore surprised by their behaviour after they have to deal with people who demand a new item every time due to any little scratch or dent? You know those scuffed and dented items you ignore in bricks and mortar stores.

And you think its bad with your returns? Try dealing with them as an international customer.

[mikey 6]

Just an example of the customer service you get from other retailers compared to Zavvi.
I am in the UK and ordered the Warner Archive releases of The Big Sleep and Key Largo from Amazon US. Key Largo arrived with the cover torn and damaged.
I emailed Amazon and within 2 hours they replied saying they were issuing a full refund for Key Largo. I could reorder if I wanted to and they would also offer free shipping if I did.
How would Zavvi have dealt with this?

[MuckyMuckMan]

Finally got my dispute resolved after much hassle and a final scathing criticism of their customer services. Still can't believe they said I'd ordered it bearing in mind I'd only ordered a 1 month subscription and certainly didn't want the subscription renewing. Anyway, after much duress I will now get my refund:

Issue:
Returns and refunds
When will I receive my refund?
Customer info:
Ha ha! You seriously suck at customer service! If any of you had taken the time to look at any of my previous messages we might have got somewhere. You can't even respond with any useful answers to any of my messages. You really don't give a monkey if this gets resolved or not. Good luck with your business because there are lots of forums where people are saying they stopped using you all because of your terrible customer service.




One of our customer services advisors has reviewed your query and we are able to confirm the following:

Hello,

Thank you for getting in touch about your recent experience with Zavvi.

I am truly sorry for the service that you have received from us and that you have not received a refund for the February Zbox.

The details of your query have been passed onto Training and Quality Team to look into with the advisers involved, this will help to improve the service that we offer in the future.

All of the subscriptions that we offer are on a renewal basis. After the term of your subscription has ended it will automatically renew for a further fixed term unless the subscription is cancelled within 14 days of the previous months box being dispatched, this information is displayed on our website. For example, your January box was dispatched on the 9/1/2016, to cancel your subscription in time to stop February's box being dispatch you would have needed to contact us by the 23/1/2016. As this was not done the February box was dispatched to you, this was ordered by you when you ordered a subscription.

We have not received confirmation that your February box has been returned to us yet. The tracking information also has not updated to say that this parcel is being returned to us. On this occasion as a goodwill gesture, I have processed a refund for the February box, this will be in your account in 3-5 working days.

To confirm your subscription has successfully cancelled going forwards. The February box will be the last box that was sent to you.

I am sorry for any inconvenience this may have caused you.

Kind regards,

Customer Relations Executive

[boredandlazy]

I had a voucher code with Zavvi for 10% off that was working on the items in my cart the other day, then the next day when I actually went to buy the items the code didn't work even though there was no marked expiry date.

Asked customer service and they pretty much said deal with it. They're well within their rights to I guess, but I'm sure there are other UK retailers who would be a lot more accommodating.

[jimidini]

Originally Posted by boredandlazy

Asked customer service and they pretty much said deal with it. They're well within their rights to I guess, but I'm sure there are other UK retailers who would be a lot more accommodating.

Deal with it == visit this link:
http://www.zavvi.com/email/auto-reac...on/email.email

Click on the picture and then use ZAVWEL54 to get 10% off :P

[insomniac013]

Originally Posted by MuckyMuckMan

Finally got my dispute resolved after much hassle and a final scathing criticism of their customer services. Still can't believe they said I'd ordered it bearing in mind I'd only ordered a 1 month subscription and certainly didn't want the subscription renewing. Anyway, after much duress I will now get my refund:

Issue:
Returns and refunds
When will I receive my refund?
Customer info:
Ha ha! You seriously suck at customer service! If any of you had taken the time to look at any of my previous messages we might have got somewhere. You can't even respond with any useful answers to any of my messages. You really don't give a monkey if this gets resolved or not. Good luck with your business because there are lots of forums where people are saying they stopped using you all because of your terrible customer service.




One of our customer services advisors has reviewed your query and we are able to confirm the following:

Hello,

Thank you for getting in touch about your recent experience with Zavvi.

I am truly sorry for the service that you have received from us and that you have not received a refund for the February Zbox.

The details of your query have been passed onto Training and Quality Team to look into with the advisers involved, this will help to improve the service that we offer in the future.

All of the subscriptions that we offer are on a renewal basis. After the term of your subscription has ended it will automatically renew for a further fixed term unless the subscription is cancelled within 14 days of the previous months box being dispatched, this information is displayed on our website. For example, your January box was dispatched on the 9/1/2016, to cancel your subscription in time to stop February's box being dispatch you would have needed to contact us by the 23/1/2016. As this was not done the February box was dispatched to you, this was ordered by you when you ordered a subscription.

We have not received confirmation that your February box has been returned to us yet. The tracking information also has not updated to say that this parcel is being returned to us. On this occasion as a goodwill gesture, I have processed a refund for the February box, this will be in your account in 3-5 working days.

To confirm your subscription has successfully cancelled going forwards. The February box will be the last box that was sent to you.

I am sorry for any inconvenience this may have caused you.

Kind regards,

Customer Relations Executive

Oh wow you got lucky and got an actual person to talk to and not a robot. It's been a year and I still haven't gotten through to them. I had a return that never got refunded, and I got the same automated messages over and over saying "we haven't received it".

I never ordered from them since.

[boredandlazy]

Originally Posted by jimidini

Deal with it == visit this link:
http://www.zavvi.com/email/auto-reac...on/email.email

Click on the picture and then use ZAVWEL54 to get 10% off :P

I received that welcome back code in an email a couple of weeks ago, I tried that code but it also didn't work.

Edit: But it did after clicking that link. :P

[chip75]

Originally Posted by boredandlazy

I received that welcome back code in an email a couple of weeks ago, I tried that code but it also didn't work.

Edit: But it did after clicking that link. :P

Some of their Welcome Back codes need to be accessed from the link in the email, they don't always work if you type them into your browser.

[TomN245]

I can't cancel an item that will be despatched on the 7th March.

Is 5 days not long enough to cancel? Really?

[FilmBuff]

Late last year I pre ordered 2 copies of Fright Night Steel-book and never received anything, (to be fair and for full disclosure, I wasn't charged). I literally have sent and received 10 messages via Zavi's online contact us "feature" for help. Every time I say the same thing there the various "reps" on their end do NOT LISTEN and keep asking for an order number and screen shot. I have said ALL 10 TIMES that I have neither because their ordering system messed up and did not process the order correctly. Does Zavi always treat customers so badly?

[PuppetMasterBlu]

Originally Posted by FilmBuff

Late last year I pre ordered 2 copies of Fright Night Steel-book and never received anything, (to be fair and for full disclosure, I wasn't charged). I literally have sent and received 10 messages via Zavi's online contact us "feature" for help. Every time I say the same thing there the various "reps" on their end do NOT LISTEN and keep asking for an order number and screen shot. I have said ALL 10 TIMES that I have neither because their ordering system messed up and did not process the order correctly. Does Zavi always treat customers so badly?

Very similar thing happened to me with an order. I kid you not it took me a month and a half of messaging them everyday to finally get them to ship my order. A couple weeks into the process I was pretty sure I would never even see the items I just wanted to see how this would turn out just for the hell out of it. My messages got pretty insulting.

[josuv22]

Originally Posted by FilmBuff

Late last year I pre ordered 2 copies of Fright Night Steel-book and never received anything, (to be fair and for full disclosure, I wasn't charged). I literally have sent and received 10 messages via Zavi's online contact us "feature" for help. Every time I say the same thing there the various "reps" on their end do NOT LISTEN and keep asking for an order number and screen shot. I have said ALL 10 TIMES that I have neither because their ordering system messed up and did not process the order correctly. Does Zavi always treat customers so badly?

I had an issue with a pre-order before that got delayed, then My visa card had expired by the time the order was ready to ship.
only solution I got from zavii was to cancel the order of an item that is marked as sold out and place a new order for the said item.
that once an order has being placed it can not be modified.

one time I need to get refund, I actual got one but had to sent them email to chase them up on it

[malcy30]

Originally Posted by FilmBuff

Late last year I pre ordered 2 copies of Fright Night Steel-book and never received anything, (to be fair and for full disclosure, I wasn't charged). I literally have sent and received 10 messages via Zavi's online contact us "feature" for help. Every time I say the same thing there the various "reps" on their end do NOT LISTEN and keep asking for an order number and screen shot. I have said ALL 10 TIMES that I have neither because their ordering system messed up and did not process the order correctly. Does Zavi always treat customers so badly?

If the orders were never in your order history you should have started your complaint at time of original order. Trying now is way to late especially as you would know from reading here the FN Steelbook is long since sold out at the pre-order stage and I don't think ever returned on sale even to shift cancellations.

With Zavvi you get what you pay for a customer service you can only speak to via online chat. Others are the same as HMV are also contactable only via their online chat. As I posted here at the time my problem with HMV was only resolved as I paid via PayPal so could raise a dispute with them.

If you want better customer service use Amazon.

[MadManWithaBox]

Does anyone have any experience with Zavvi here? I'm real annoyed at them. I've had the same zavvi account since 2012, and I had several things on order with them, only two days when I tried to log in it said 'no account associated with this email exists'

So I've tried to contact them via email, twitter, phone, and created a brand new account, and either they don't respond or they tell me to log into the account with the issue to speak to them about it. Which I can't do it, but they ignore that part. Anyone know what to do?

[Aclea]

Originally Posted by MadManWithaBox

Does anyone have any experience with Zavvi here? I'm real annoyed at them. I've had the same zavvi account since 2012, and I had several things on order with them, only two days when I tried to log in it said 'no account associated with this email exists'

So I've tried to contact them via email, twitter, phone, and created a brand new account, and either they don't respond or they tell me to log into the account with the issue to speak to them about it. Which I can't do it, but they ignore that part. Anyone know what to do?

The words 'zavvi' and 'help' do not belong in the same sentence. They're tied with DeepDiscount.com for the most couldn't give a f*** notion of customer service on the net. If they get really bored, they might just get back to you...

[UpsetSmiley]

Did you contact their Zavvi help Twitter account?
https://twitter.com/zavvihelp

I've encountered problems before and usually they're very responsive on social media. Hope you get this solved.

[Andy2992]

Zavvi service is generally terrible, however this happened to me the other week and surely I wasn't the only one affected..

I bought two anime boxsets both at £40, however Zavvi only charged me £2 for each of them due to some currency converting issue, even though I am in the UK and paid in GBP. They noticed and a few days later emailed me saying they were going to charge me the full amount, however were going to give me a £25 refund as an apology for the mess up, which they did. An odd occurence but got £25 off my order so can't complain at all.

[MadManWithaBox]

Originally Posted by UpsetSmiley

Did you contact their Zavvi help Twitter account?
https://twitter.com/zavvihelp

I've encountered problems before and usually they're very responsive on social media. Hope you get this solved.

I did indeed, no response there.

[UpsetSmiley]

Originally Posted by MadManWithaBox

I did indeed, no response there.

Hmm, have you tried resetting your password? I know it's most likely not associated with the problem you're having, but I wonder if it's a glitch on their website.