I ordered two cookie jars in November with an estimated delivery date of 12-14 -20. I have asked for an update since january 6 2021 on the order. First I get a response saying shipping has been delayed. My tracking says it went to philadelphia and was there since the 26 th of December with no further information and no delivery. Soninask for an update when delivery will happen. The response by zavvi is before they can help what is the address they shipped it to. Are you kidding me you don't know what the address you shipped my order to. None the less I provide the information asked and reserve a response saying that shipments through their courier have been delayed and should be expected to still be delivered because it is still inntransite. Well no kidding that's why I asked where is my order in the first place. So i contact them again about the where abouts of this order. Guess what the response is. Can you provide the address the order was being shipped to. The information I gave them the week before and they have had for going on two months. I advise them to stop stalling about the order and either provide me with a delivery date or refund my purchase. The response they will look into this and try and update my order. They ask for me to waite five days for an update. Five days later no update no delivery. Contact them again asking for a refund. The responseFirstly, I would like to apologise for the experience you have received with us here at Zavvi, I'm truly sorry for any inconvenience this may have caused you. It is not our intention to cause any upset or disruption.

We sadly have no control over the journey of the order once it has been dispatched from our warehouse and in the hands of the courier. We certainly look into every order that doesn't arrive with any of our customers as part of an investigation process. Obviously, we expect and aim to deliver a resolution as soon as possible but we need confirmation from the courier before we can issue a refund or a replacement.

As previously advised, we've raised this as a priority as we want to provide you with a resolution quickly and as soon as possible but the courier service is currently experiencing delays with their response time due to unforeseen circumstances.

Kind regards
What bs no order nothing but stall tactics and no contact from them unless initiated by me.
Don't expect to ever receive this order. I think I will have to file a claim against the company to get my money refunded.
Do not do business with this company. You will regret it two months no delivery no credabke explanation no help from customer service and no return if my money. Beware beware beware do not order from this company

I thought to order a gift for my brother, we usually don't get each other Christmas gifts, but he's going into surgery soon and I wanted to remind him that I'm there for him, even if I'm far away-- Cheesy parts aside.

Google has this thing when you put in your card information, it quickly changes the address to make it less of a hassle for you, if only I realized it beforehand because this was more than just of a hassle.

The gift was being sent somewhere else, not to my brother who's over 100 miles away.

No problem right? I just placed the order a whole minute ago, surely I can edit it.

Nope.

Okay, that's fine. Let's call customer service.

Closed.

Well, that's okay too. Let's send an email.

I sent the email, and after checking over and over if they had replied to me, much to my dismay, they didn't respond until 2 days later, however, once they responded, they told me that it was 'too late' to do anything about it.

I figured, well if we talk to a manager or supervisor, they would help me. I talked to someone named Matthew, he was great. Deserves a promotion. But alas, he worked for one of their other sites. (How do they own other businesses, I'll never know. Especially since I read they went into liquidation around 3 times.)

But then Matthew forwarded me to a live chat online, (which was unavailable for some reason until the manager had decided to go online.) So, our conversation went back and forth for a little while, and I assure you-- this would've been much easier if we did it through the phone.

I had hope, she told me she would get it resolved.

Spoiler alert: Didn't happen.

It was too late to do anything, even cancelling the order and getting me a refund, it wasn't guaranteed, she said.

It was the only option she kept giving me. I understand if you won't give me store credit due to scammers, but a replacement order couldn't be had?

Something similar happened to me with Cafepress, and let me tell you. What kind of amazing service they gave me. I found out that my friend was an extra large, (very surprising, he seems so small.) Anyway, around a day, two days later I emailed them. They said said. "Oh! I'm afraid this is being delivered to the wrong address, and in the wrong size." It was the correct address however, 'lane' was misspelled in the slightest, but not the point. The point is. They said, "Please give us the correct address, I'd like to send another package with the correct size." If you're reading this cafepress, you are all queens.

Sorry, this is supposed to be a review for a BAD website, let me continue.

Long story short with Zavvi. I was blamed for the whole thing. With the words, and I quote, "We rely on our customers to enter the correct address." I mean, of course they do. But I relied on their customer service to actually help me and look where that went. She then went on about how cancelling is my only option, but made sure to explain to me that it would only be a request and not a guarantee.

So bottom line was, there was no REAL solution to my problem.

They couldn't change the order, cancel it, issue a refund, or a replacement.

I had told her thank you, happy holidays, and while they rely on their customers to put in the correct information, I relied on their website to actually ship something I PAID for and ended the chat.

I will, never, and I mean ever order from this site again.

Let's just hope I can somehow forward the package in time for Christmas.

I gave them plenty of opportunities to solve this situation, but they just kept showing their CRIMINAL side so I'm just leaving my experience on all the major review sites hoping that it won't happen again to someone else and people would be more aware of the fraud they pull on costumers.
On the 5th of June, I (unfortunately) placed a big order for some Marvel T-shirts for the "cheap" price of £64.93. After a couple of weeks, I received my shirts at home but, to my immense surprise, they were absolutely trash: loosy, shapeless and definitely too big even if I ordered the smallest size available, other than made of poor and scratchy material, horrible to see and really uncomfortable. I sent a message to the assistance asking for more information and they said that all their T-shirts were made like this (which is not true for personal experience) so, if I was so unsatisfied, I could have sent them back and receive my money back. I accepted that proposal and asked for the return form to put on the package. I sent the parcel from my hometown in Italy on the 6th of July spending 8.50 (that was the cheapest option for a 52x30x8 parcel weighing 800 grams as you can also see on the post office website).
On the 22nd of July, I still haven't heard anything from them, so I sent them a message to know if the package had arrived to their deposit and they said that still haven't received anything. It seemed strange but I didn't mind too much thinking that maybe the postal services were later than usual. After one week, I still haven't heard from them nor I have received a return on my credit card, so I sent them another message asking why my parcel hadn't arrived yet. They answered me with the message "we only received one T-shirt". Seriously? They really think they can fool me thinking that they received one T-shirt when I sent ONE parcel with all seven of them? How can you receive one T-shirt and not the other ones if they were all together in the same parcel? Also, the postage price is revealing, you can't spend that amount of money for sending just one T-shirt. You really want to make people believe that just one shirt weighs 800 grams? On which planet? Definitely not on our dear Earth. This is impossible for obvious reasons. I asked to investigate on the problem in order to solve the situation but, after not hearing from them for ANOTHER week of waiting, I prompted them with more messages. At that point they just replied that they checked the deposit and they found only one shirt in the parcel. It's obvious that wasn't true, also because they refused to send me the photo of my parcel. Probably they made the other T-shirts disappeare because it was better to return the money (still haven't seen them on my credit card by the way) for just ONE of them instead of £73.43 (the total cost I paid plus the return postage). I'm absolutely shocked that they managed to pull this fraud on me, I should have known better but I thought that I was dealing with honest people so I TRUSTED them. That was my error. At this moment, I sent a report to the online authorities in order to get some closure on it and, finally, get my money back from these swindlers.

I ordered a Threads subscription box as a book and a shirt is a pretty good deal for £5. I liked it so much I initially kept it and then bought a comic book Threads box, this is where the problems started.

No product shipped out for three months, yet they kept billing me for a box I wasn't receiving. This is illegal within the EU as you cannot bill for a product you have not yet shipped. You can ask for a deposit, you can take a credit card number, but you cannot fully charge for a product you don't have and don't intend to ship. This went on for three months.

When I complained I received a hastily put together "Threads" box with 3 of the 5 comics promised in the box and a shirt that looked like it was sewn together by a chimpanzee. Threads is correct, as there were threads everywhere and the shirt was not wearable. I told them to cancel the box and refund the money. Zavvi has yet to do this.

Then they started to screw up the regular Threads box, they sent me the same book two months in a row and a male-cut shirt. Why would I suddenly want a shirt cut for a guy when I received a female cut shirt for the other two months prior? I did not change my subscription. When I brought this to their attention they promised me "another book", not another shirt to replace the wrong one as well but a book I have yet to receive. They again refused to just refund me and cancel it.

This is an utter disaster, first their customer service told me I was "getting boxes" because apparently their staff can't tell the difference between their subscription services. I told them to Cancel Threads: Comic Book edition and instead got back a terse insistence that "Royal Mail delivered your stuff". Yeah, the OTHER box, but I not once received a Comic Book edition threads before that point.

Sub number *******, they FINALLY cancelled the Comic Book edition, still no refund for at least two months of that, but am struggling to get them to cancel the regular Threads edition after the debauchery that was last month. I did receive a package for a "DAVID HANES" but I couldn't tell if it was the "new book" or not because no one by that name lives at my address, it felt like a book but I would not open it as it was not addressed to me and had to send it back. I now suspect Zavvi is also incapable of putting the correct name to an address in order to replace my book. I want a refund for this month, and probably won't get that either.

Avoid Zavvi subscriptions and boxes at all costs, there are better retailers who provide similar services for cheaper and better.

Having now experienced not 1 but 2 instances of incredibly poor customer service from Zavvi, I felt it my responsibility to share these stories in order to warn others that although their prices may be reasonable, don't expect much help from them should anything go wrong!

The first instance relates to a promotion Zavvi were running in late 2014 whereby if you made a purchase using a particular payment method (MasterPass) you would receive a £10 voucher. Having received this voucher I attempted to use it, only to discover it was invalid. Having raised this issue with Zavvi (11th March 2015) they eventually informed me that they would issue a replacement voucher once they received them (15th April 2015). 9 months later, I've heard/received nothing more - which basically means I was lured into buying something under false pretenses!

The second instance was following an attempt to return an item which I had been sent out due to confusions with subscriptions. Following an exchange of messages whereby I wasn't able to cancel my subscription prior to the items dispatch, I returned the item by post. I received confirmation of this on the 23rd December 2015, in an email indicating I would be issued a refund with 3-5 working days. I eventually received a refund on the 13th January, some 12 working days after they received my parcel, and this was only after me chasing them to reveal the refund hadn't even been processed due to some mistake their end!

Having been burnt twice by Zavvi I personally will not be shopping with them again, as truth be told their customer service is amongst the most shambolic it has ever been my utter misfortune to receive.