Zavvi Returns & Refunds

[jhird2007]

Hi everyone,

Yesterday I made a mistake on Zavvi ordering the Herzog Blu-Ray set; I had two of them on the order instead of one; very stupid on my behalf. I sent a cancellation request straight away. I then got a message saying the cancellation could not be processed. I sent another request with a further three messages to customer services for which I got no reply. Later I received an e-mail saying my order had been dispatched.
Basically I am horrified by the customer service here and was wondering if any of you have had experiences in the past in regards to returning unwanted items or damaged goods. How long does it take to get your refund? I'm thinking that I might just flog one of the sets on eBay as I think trying to get a refund for Zavvi could be very hard; this will teach me never to use Zavvi again. I have had experience with returns with Amazon and they were top notch.

Thanks for your help!

[huntauk]

If you paid through paypal, just return the item, keep proof of postage receipt (don't bother paying extra for tracking ect). Open a claim, attach the e-mails screenshots of cancellation requests which were unanswered alongside proof receipt and small note to paypal outlining Zavvi's non-response. Either zavvi will then respond in a couple of days giving you the refund or you wait the week out and paypal will refund.
If you paid by card, could be a pain and drag out a month will numerous unhelpful generic e-mail response templates.

[Portista]

Aye, you should never EVER return anything to Zavvi without proof of postage or you'll most certainly be up the creek without a paddle. Personally, I would pay the extra to send the return 'Signed For' so you know exactly when they've received it.

[jhird2007]

Originally Posted by huntauk

If you paid through paypal, just return the item, keep proof of postage receipt (don't bother paying extra for tracking ect). Open a claim, attach the e-mails screenshots of cancellation requests which were unanswered alongside proof receipt and small note to paypal outlining Zavvi's non-response. Either zavvi will then respond in a couple of days giving you the refund or you wait the week out and paypal will refund.
If you paid by card, could be a pain and drag out a month will numerous unhelpful generic e-mail response templates.

Thanks your your help! Unfortunately I paid with my debit card so it looks like a long road ahead! I've ordered off them before and have never had any reason to contact them but this has really put me off using them again!

[huntauk]

Definitely pay extra for tracked in that case. Sadly you'll likely take a hit on the postage. Feel for you mate.

[P-Rock]

Cancellation orders never work with Zavvi, except when they are pre-orders. When you've received the item send them a message through your account about sending it back. You'll probably have to pay the return costs yourself though, so it might be easier to just sell the thing yourself.

[rapta]

Free returns if you use Collect+, if there's a drop-off near you. I despise using Zavvi, and am very careful now...I'll only really use them if it's a low-price or low-risk item. I'll admit I was tempted by their recent low prices on BFI box sets myself (Bill Morrison, Alain Robbe-Grillet, Roberto Rossellini), but I've decided even if I did save myself a fiver or so, it's very likely it would arrive damaged, in which case it would be an extreme headache returning it to them.

The last item I ordered from Zavvi - WB's Alfred Hitchcock Collection - didn't arrive, so I complained and asked for a full refund so I could buy it elsewhere. They ignored my request, and sent me a replacement. I immediately complained to say I asked for a full refund, and they apologised and told me I could return the item if necessary. Of course, the replacement arrived smashed to pieces in the post (in a bubble mailer), so I most definitely did want to return it. There isn't a Collect+ conveniently near where I live, so I asked if I could return it via Royal Mail - they told me they would only refund up to 15% of the price I paid for the product, which would not cover the full price of returning it. So in the end, I had to use Collect+ and made sure I kept the receipt. From this point it took a further 2 weeks before they finally refunded me for the item. The whole thing took over 6 weeks (almost 2 months I think). This was the final straw for me, as I had had trouble with them in the past but nothing as frustrating as this, so now I only consider buying from them if an item is about £5 (give or take), or is low-risk (i.e. won't be damaged too easily in the post, or has an Amaray case that could be replaced).

I have no idea how Zavvi are still going despite having a terrible track record of customer service. It must be their constant low prices and their affinity for steelbooks and other exclusive items. What I don't understand is that customers keep coming back to them despite their poor service - they are notoriously bad, but people still seem to love their products. Whilst I admit I've had one or two returns to them run quite smoothly, at least 90% of my returns have been completely inefficient and left me with a bad aftertaste. As a company that presumably want people to come back to them time and again, they should be ashamed with the way they handle concerns from customers.

It's not just returns though. I feel like there are problems in the warehouse as well. I once received a copy of the Audrey Hepburn Collection with dents to the outer box (as I now expected), but also ketchup and salt smeared on the outside of the product. Not only is this just plain disgusting (and a potential violation of health regulations), it just shows a lack of care for their customers. Whilst I hear they've got better at protecting steelbooks and some larger box sets, anything remotely light enough (Amarays) just gets thrown in a jiffy bag (probably actually thrown, rather than placed).

[jhird2007]

Originally Posted by rapta

Free returns if you use Collect+, if there's a drop-off near you. I despise using Zavvi, and am very careful now...I'll only really use them if it's a low-price or low-risk item. I'll admit I was tempted by their recent low prices on BFI box sets myself (Bill Morrison, Alain Robbe-Grillet, Roberto Rossellini), but I've decided even if I did save myself a fiver or so, it's very likely it would arrive damaged, in which case it would be an extreme headache returning it to them.

The last item I ordered from Zavvi - WB's Alfred Hitchcock Collection - didn't arrive, so I complained and asked for a full refund so I could buy it elsewhere. They ignored my request, and sent me a replacement. I immediately complained to say I asked for a full refund, and they apologised and told me I could return the item if necessary. Of course, the replacement arrived smashed to pieces in the post (in a bubble mailer), so I most definitely did want to return it. There isn't a Collect+ conveniently near where I live, so I asked if I could return it via Royal Mail - they told me they would only refund up to 15% of the price I paid for the product, which would not cover the full price of returning it. So in the end, I had to use Collect+ and made sure I kept the receipt. From this point it took a further 2 weeks before they finally refunded me for the item. The whole thing took over 6 weeks (almost 2 months I think). This was the final straw for me, as I had had trouble with them in the past but nothing as frustrating as this, so now I only consider buying from them if an item is about £5 (give or take), or is low-risk (i.e. won't be damaged too easily in the post, or has an Amaray case that could be replaced).

I have no idea how Zavvi are still going despite having a terrible track record of customer service. It must be their constant low prices and their affinity for steelbooks and other exclusive items. What I don't understand is that customers keep coming back to them despite their poor service - they are notoriously bad, but people still seem to love their products. Whilst I admit I've had one or two returns to them run quite smoothly, at least 90% of my returns have been completely inefficient and left me with a bad aftertaste. As a company that presumably want people to come back to them time and again, they should be ashamed with the way they handle concerns from customers.

It's not just returns though. I feel like there are problems in the warehouse as well. I once received a copy of the Audrey Hepburn Collection with dents to the outer box (as I now expected), but also ketchup and salt smeared on the outside of the product. Not only is this just plain disgusting (and a potential violation of health regulations), it just shows a lack of care for their customers. Whilst I hear they've got better at protecting steelbooks and some larger box sets, anything remotely light enough (Amarays) just gets thrown in a jiffy bag (probably actually thrown, rather than placed).

Thanks for your response! You did get all your refunds eventually?

I still have not received any messages from them. The items are due for delivery either today or tomorrow. I've never sold anything online so not sure how to go about it if I don't want to chance not getting my money back from Zavvi.

[Blu MacReady]

I think anyone who uses this site should just avoid Zavvi, at best here and there you'll save a £ or two but it's so hit or miss.

I get the people who are addicted to collecting steelbooks can't seem to stay away, but there again a high % have issues which should ring alarm bells.

Fact is, if Zavvi went due to lack of custom HMV are back and both they and Amazon can do the SBs.

[Willms]

A little over 80 items ordered from Zavvi over the last 30 months, and not one single item has been damaged. This includes a number of steelbooks and box sets. I guess I am lucky. But I have probably jinxed it now by posting this message. I guess my Otto Preminger set will arrive damaged...

[The Maltese Falcon]

Use Collect+ would be my advice, I've never had a single problem returning anything to Zavvi via that method. Zavvi's big problem is that they seem to have a robot replying to emails, often with responses completely unrelated to what you've asked.

However once you get through to them, I've always got things sorted out. I also recently ordered the BFI's Rosselini and Dreyer boxsets for good prices and both came surprisingly well protected.

[BigNickUK]

Cancellation never works when its approaching release date or on release day or if there is stock. I have been caught out 3 or 4 times when trying to cancel. It is stuck on processing cancellation all day and then gets dispatched and failed cancellation message received.
Their systems are simply appalling

[malcy30]

Originally Posted by jhird2007

Thanks for your response! You did get all your refunds eventually?

I still have not received any messages from them. The items are due for delivery either today or tomorrow. I've never sold anything online so not sure how to go about it if I don't want to chance not getting my money back from Zavvi.

Have been through a damaged return and a lost item with them, both got finally resolved but took a very long time. With returns they will not do anything until they have processed the return and even then it takes them at least a week to do this after they have received the item back. Contrast with Amazon who send replacement immediately. As others have said if in UK only return using their collect+ service as that gives you online tracking and delivery confirmation.

If it is just an unwanted item, given they will almost certainly make you pay for the return, may as suggested earlier make more sense to see if you can recoup most or all of the purchase price, reselling yourself, as you would take the hit on the postage anyway.

Good luck

[chip75]

Originally Posted by BigNickUK

Cancellation never works when its approaching release date or on release day or if there is stock. I have been caught out 3 or 4 times when trying to cancel. It is stuck on processing cancellation all day and then gets dispatched and failed cancellation message received.
Their systems are simply appalling

I cancelled The X-Files Collector's Set yesterday after 2PM, and hour later I had a cancellation email, I was worried they'd process it in the meantime, but it should be okay.

The only thing I've sent back to Zavvi, they managed to lose it and I was out of pocket, it was an unsealed DVD set which in hindsight I should have just kept. Unless an order is trashed. I wouldn't even bother with asking for a replacement.

[jhird2007]

Originally Posted by The Maltese Falcon

Use Collect+ would be my advice, I've never had a single problem returning anything to Zavvi via that method. Zavvi's big problem is that they seem to have a robot replying to emails, often with responses completely unrelated to what you've asked.

However once you get through to them, I've always got things sorted out. I also recently ordered the BFI's Rosselini and Dreyer boxsets for good prices and both came surprisingly well protected.

Cheers! Hopefully it will get sorted!

[jhird2007]

Originally Posted by malcy30

Have been through a damaged return and a lost item with them, both got finally resolved but took a very long time. With returns they will not do anything until they have processed the return and even then it takes them at least a week to do this after they have received the item back. Contrast with Amazon who send replacement immediately. As others have said if in UK only return using their collect+ service as that gives you online tracking and delivery confirmation.

If it is just an unwanted item, given they will almost certainly make you pay for the return, may as suggested earlier make more sense to see if you can recoup most or all of the purchase price, reselling yourself, as you would take the hit on the postage anyway.

Good luck

I will wait and see if they ever give me a response and go from there. I will keep you updated

[wonderer99]

Yeah I needed to read this thread while waiting for my X Files set to arrive from them

[huntauk]

Reflecting Skin came today in top condition from them - can't wait to watch it later!
The Preminger set, as warned was in a thin jiffy bag, corners scuffed and spine slightly creased. I think some would send back, but it's not as bad as the guy who bought Texas Chainsaw 2 from them - so I can live with it and thankful it only cost £22.50 which is a decent price for the set.

[Aidey]

I've had a set not arrive and having waited their 3 weeks before allowing me to put another email into them, i now have had to fill in a form, send that back to them and still have to wait now to see if i get a replacement or refund, so will be well over a month if it gets sorted, if and when it does, i'll be closing my account and never using them again, terrible company

[duggie walker]

You can also use Paypal which means you will at least get your money back; and they tend to respond to claims coming through them. Oddly, zavvi charge an extra 1 percent if you pay that way, though - it's almost as if they were trying to discourage you.

I had some terrible experiences with them a few years ago and stopped using them - trying to get a refund or replacement was an absolute farce that would drag on for months - but I started using them again not so long ago and have not had any bad experiences until this last week. Their customer service is truly awful. I don't think anyone particularly likes using them but, as mentioned, they do frequently have the best prices on items and they do get a few exclusive editions. I would be more than happy to see them go under, frankly, as they're just totally unreliable.