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.

[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.

[Halimbo]

I bought Conan The Barbarian on Zavvi yesterday morning.



...niiiice. Anyway, the current status is "awaiting stock pick" and the estimated dispatch time is September 11th. I'm not too savvy with Zavvi, but is that an ETA or literally what the date of dispatch will be?

[adamhopelies]

Originally Posted by Halimbo

...niiiice. Anyway, the current status is "awaiting stock pick" and the estimated dispatch time is September 11th. I'm not too savvy with Zavvi, but is that an ETA or literally what the date of dispatch will be?

You'll be lucky if they ship it out by then!

I've had nothing but trouble with Zavvi, thanks to situations like this. They don't let you cancel either, instead insisting that an item is being prepared for shipment even if it's days away from any such activity.

[chip75]

Originally Posted by adamhopelies

You'll be lucky if they ship it out by then!

The best thing to do with Zavvi is order it. Forget about it. Then acted surprised when it turns up new and sealed. Their estimated delivery times are terrible though.

Expect twice as long as Amazon if the items says it ships within 24 hours. I think Zavvi use the planet Venus to calculate their hours.

[Elaniel]

I used to use Zavvi a lot until a few things took an age to arrive (or new releases didn't ship for days after release).

One time I had enough and complained as the item said 24 hours and still said that 5 days later. The lady said their website doesn't have live tracking with their warehouse. That completely shocks me for a company the size of The Hut group.

I'll still use them for really cheap bargains, but for other items I'd rather pay the £2-£3 more and get it in a timely manner.

[Halimbo]

Originally Posted by adamhopelies

You'll be lucky if they ship it out by then!

I've had nothing but trouble with Zavvi, thanks to situations like this. They don't let you cancel either, instead insisting that an item is being prepared for shipment even if it's days away from any such activity.

I'm not being funny, but giving a 12 day estimate for an item that they have in stock is absolutely shocking. Cancelled and ordered from Play.

[mattyl149]

Originally Posted by adamhopelies

You'll be lucky if they ship it out by then!

I've had nothing but trouble with Zavvi, thanks to situations like this. They don't let you cancel either, instead insisting that an item is being prepared for shipment even if it's days away from any such activity.

That's my biggest bugbear with them. I ordered Departures on blu-ray, but wanted to cancel the order when I realised I had some Zavvi Points to use to get a nice little discount. I clicked on the item to cancel it straight away, and it wouldn't let me. The joke was that it didn't despatch straight away and it took well over a week for the item to arrive. I had ordered another one straight away with the discount, and I ended up having that one come too. I sent the first order back as damaged goods and even the refund took about two weeks. Funnily enough the day I was going to chase it up on, the refund went through

With another very late refund they asked me to e-mail a copy of the postage receipt. The thing is that you can't send it through the online form, and when I conacted them, they wouldn't give me an e-mail address to send it to. Miraculously I then got an e-mail through to say that the item had been refunded

I've got the Airport blu on order from The Hut for £3.95 and American Gangster blu on order from Zavvi also for £3.95. These were really cheap prices, but I don't expect to see them arrive until the end of September. Whether they arrive factory sealed or cellophane sealed is another matter

[nekromantik]

I had to use zavvi to order Final Destination 5 3D blu as everywhere else it was £20+!
It said a week to dispatch but took 2 days but still not arrived.
I wont be surprised if it is a re-sealed disc but at the price I paid (£12) might just keep it.

[manicsounds]

Originally Posted by Halimbo

I bought Conan The Barbarian on Zavvi yesterday morning.



...niiiice. Anyway, the current status is "awaiting stock pick" and the estimated dispatch time is September 11th. I'm not too savvy with Zavvi, but is that an ETA or literally what the date of dispatch will be?

Most likely the new pressing with the cut version only.

[malcy30]

With Zavvi or theHut (same company) it is says ship 24 hours it should ship in a few days and then take a week to arrive.

However if despatch date is any longer they make the date up which bares no relation to when it actually ships. Could be weeks, months or never.
Unless its a massive bargain don't bother. You just have to order and then if you do finally get it it's a pleasant surprise.

I also ordered Airport BD in the £3.95 sale last weekend. Has a despatch date of Tuesday 4th September. This is a made up lie on their part, they don't have stock. If I see it in a month I am lucky. Given the price will just leave the order open until it drops down to around £5 elsewhere.

[nekromantik]

Originally Posted by malcy30

With Zavvi or theHut (same company) it is says ship 24 hours it should ship in a few days and then take a week to arrive.

However if despatch date is any longer they make the date up which bares no relation to when it actually ships. Could be weeks, months or never.
Unless its a massive bargain don't bother. You just have to order and then if you do finally get it it's a pleasant surprise.

I also ordered Airport BD in the £3.95 sale last weekend. Has a despatch date of Tuesday 4th September. This is a made up lie on their part, they don't have stock. If I see it in a month I am lucky. Given the price will just leave the order open until it drops down to around £5 elsewhere.

So your saying, my FD5 blu which said ships in a week, wont have actually been sent even though I got email saying it has shipped?

[Indiana Jones]

If you received an email saying it shipped then it's shipped, pay no attention to the estimated disoatch times on their site as has already been said its not accurate.

I only ever use thehut group if it's for a bargain and then I am prepared for along wait, don't use them for something you really won't as you will just end up regretting it.