Zavvi

Zavvi is without a doubt the worst company I have dealt with. They cancel orders without any reason whatsoever. Their customer service is the worst I have ever dealt with. Disgraceful.

Bascially, ordered some marvel stuff off the website at a pretty good price, there was no indication it was out of stock (many things said "out of stock" and the thing i ordered said "quick buy") so i put my order in, 3 days later still no dispatched email, so i messaged them asking why it wasnt dispatched yet, i got a 3 paragraph long email explaining how they didnt have any stock in and theyve spoke too their supplier and they dont even know when the stock will be in again and said i can either cancel the order or wait till they maybe get more stock in, could be a month, could be a year, noone seems too know, so why not just put on the website as "out of stock" since it clearly is, theyve took money, bank details and addresses for somthing they dont even have, pure scam if ive ever seen one, dont order from these, if the price seems too good too be true dont fall for it because it most likely will be. If you see this just forget about zavvi and order from ANYWHERE else

Ordered a Bluray set from them. Next day I realized that the person I bought it from had the set already so contacted them about what I could do about returning the item once it arrived. They wouldn't even communicate with me - claimed the order came from another account on their UK site even though I logged in and communicated with them solely from the links in my order e-mail. They wouldn't provide me any means of direct contact, I could only use their online system and they stopped responding after I asked them multiple times to direct me to where they would resolve the issue.
Normally, I would continue to pursue a company up until the point of legal action. The fact that they are apparently located in the UK (and away from US legal authority) and the fact that they simply refused to even respond made it very difficult. I ended up selling the item locally for the price I paid fairly quickly and so it is not worth my energy to pursue.
I highly recommend everyone stay away from this company, they have absolutely no customer service and will not respond with anything constructive.
Oh - not to mention package arrived 2 weeks after the tail end of their delivery window.

They say they charge you when they ship, but they charge you immediately. I ordered 2 items, one expensive 400$, and the other only 50$. I eventually received the 50$ item, but the expensive item never arrived. The customer service is an abysmal online process, which required that I download, fill out, and then submit their paperwork onto their website. I requested a refund for the entire purchase, and asked that they charge me for only the smaller item. Instead of doing the right thing, they requested that I send them all the information that I had already sent them, then asked for- get this- a picture of the shipping label! How am I supposed to send them a picture of the shipping label for a package I never got, and they likely never sent? They stated they sent it w/o tracking... right, sure. I requested a charge back from the credit card company as I became convinced they were running out the clock on the dispute period. They provided false information to the credit card company, including tracking info for the small item that weighed a couple of lbs, when the larger item they probably never sent weights almost 20lbs. Oh, yeah, they also deleted my online account so I couldn't retrieve the customer (no) service interactions to support my dispute with the credit card. Too bad for them I save all my emails and did screen captures... Hopefully the credit card company will settle this dispute in my favor, but for now I am still out 400$. Buyer beware!

As I've written on this site before, Zavvi is great when no issues arise. When there are problems, however, customer service is useless. I've had to deal with them a few times and am convinced they just cut and paste responses ( which may or may not be relevant) so the next representative has to deal with the issues.
Depending on what the issue is. Damaged goods, unshipped goods, etc, my advise is this.!) Call your credit card company. File a claim and get a claim reference #.
2) Call the shipper ( ie Fedex, UPS, etc). File a claim and get a claim reference #.
3) Reference these claim #s when messaging or live chatting with representatives.
4) Take screenshot of ALL messages and download transcripts of ALL live chats.
5) The feedback email to the hutgroup doesn't work. Mailbox was full as of 12/13/2022. Instead, email the CEO at *******@thehutgroup.com
6) When I contacted the CFPB ( Consumer Financial Protection Bureau,) I was told to contact the FTC ( Federal Trade Commission.) You can file a claim/ask for advise as they handle internet retail services. https://www.ftc.gov/

Good luck!

Yeah, I have to agree with the other reviewers in here - in part.

Having never heard of Zavvi before, I ordered a BluRay from them based on the low price and company name that cropped up when I googled the item. And yes, also mirroring the experiences of the other reviewers, my product was similarly defective. (This is a foreign movie with subtitles, and they sent a copy with a shattered box that only displays subtitles in a few scenes). I got in touch to try to arrange a replacement, and followed their instructions, but the company will not pay for return shipping overseas - which costs more than the item itself! Finally I just bought another copy, this one from another retailer.

As for complaints about the region codes, not sure what to say about that. I have a multiregion, multisystem deck so it was not an issue for me. I think it goes without saying that if you order movies from an overseas retailer, you'll need special equipment, and it isn't fair to fault the company for that.

Still, I will never do business with Zavvi again.

On 18/8/16 I purchased a monthly subscription for a ZBox that my daughter wanted. (paid 21.41 Euro).

On 12/9/16 I sent them a message saying that I havent received my order yet.

On 23/9/16 they charged you charged my credit card for another 23.79 Euro. Even though I told them that I havent received the first months ZBox.

My daughter really wanted this ZBox so I tried hard to make this work. Overall I have send them around ten messages about this issue. They reply after one day from a no reply email address and every time I had to login to their website and send them a message. Each time a different sales representative replied to my message, without being familiar with the case or being able to provide a proper response.

I asked them several times to cancel my monthly subscription and refund my money or send me the ZBox(s) that I paid for but they keep coming up with excuses. They said that they are unable to cancel my subscription because as of yet the cancellation period is currently not open! Whatever that means. I subscribed to a monthly subscription (not annual) and I want to cancel it. Only a scam company would provide such silly excuses trying to prevent their customers to unsubscribe from a service that they dont want.

For the first time in my life I will have to call my bank and ask them to do a chargeback.

What began as buying a present for my daughter ended as a very frustrating experience and a waste of my time.

Do not order internationally from Zavvi, they are scamming you.
On the home page they promise you that they send most stuff out from UK, and that EU customers won't have to pay any extra fees due to Brexit. This is plain lying. They send most of the stuff from Guernsey. Not only that, they also doesn't send them out together, but in individual parcels, which makes the custom fees go up as every parcel get their own base fee.

On a direct question to the customer service I asked them "Can I pay these fees and be certain that you refund me for them", and got the reply that yes as long as I've sent them the receipts.
But, no refunds. So they actually lie straight in your face too.
The customer service is very bad overall, hard to get a hold on, and when you do, you get bumped around between different guys for every message, and they promise you things and stall things, and then nothing happens. When asked 1 month later, the request was "missing". When asked another month later, the request was rejected without word.

Avoid Zavvi for your own sake if you live in the EU. Avoid Zavvi for solidarity if you live in the UK.

I will never order from this company again. I ordered a one off Zbox from Zavvi to receive ONE zbox for ONE month. After i received the box i emailed them asking for clarification that i would not receive any more zbox's from them in the future. I received an email clarifying that i had no active subscriptions and would not receive anymore zbox's. However, the next month i received another box in the post and they had taken a payment from my bank account without my permission. I contacted them to request a return as i never ordered this box in the first place. This has been the most ridiculously difficult ordeal i've ever experienced with a company. They are trying everything in their power to avoid allowing me to return the item. They have not answered any of the queries in my emails and have sent me TWO wrong return labels. I went to the collect point AND the post office who wont accept the label as it is not scanable. Now the package will be overdue the return date. I am giving up trying to contact them as they dont have a telephone number and i keep getting generic responses via email. I am contacting trading standards in the moring as this company has conned me out of money. Do not waste your time with this company. Not worth it.

I can only sincerely hope that anyone looking through these reviews and still thinking about buying from Zavvi reconsiders they literally have only automated customer services I have yet to be able to connect with a live person either through email or phone.

I bought a DVD box set from them online 9/9/15 and it was three weeks later on October 1st when I finally received it now the email that stated it was despatched the day after I ordered it said that it could take until October 8th to receive so in the grand scheme of things I supposed at least they managed to deliver however upon receiving them I of course tried watching right away and received an error code stating that it would not work in my region never before had I given heard of region codes!

And so started the process of attempting to return it looking at the website I sent an email to the appropriate area received a response stating that region codes were clearly stated in the product details. Having never had to know what a region code was before I had of course overlooked that and still believe that at least some of my money should have been returned I attempted to send another email and started trying to call and the calls when they went through were only automated and too me around in circles and the email that came back as a reply to the second one I sent was word for word the exact same thing as the first so I'm out $130. Lesson learned hope you learn from my mistake.

I ordered the Flash Gordon UHD 4K set for $79. The UHD disk was defective and would not play. The other disks play just fine. I contacted them and told them the disk was defective. They told me it's because the disk is not supposed to play in the US. I told them I can play any disk on my system, I have other British UHD disks that play just fine. I said I dont want a refund; I want a new disk They have not replied after multiple emails. DO NOT BUY ANYTHING FROM THEM

I made a mistake by cancelling an order 5 minuites after I made it and re ordering it again with the correct potage on it, that was the only problem with my order, They emailed a hour later to say that my cancellation had failed so I then had two orders for the same thing in the pipeline that I could not cancel, Emailing them is a pointless exercise, I have already received the first order that I had cancelled and now the 2nd order is coming, so I will have been charged twice for the same thing and have two of them, there only reply is to return the item to them which I'm assuming will cost more postage, Amazon would not do this and you could talk to them, this lot are impossible to talk to and communicate with.

I pre ordered a bluray box that was released on december 7th. On that same day they withdrew the money from my account. That is before I have even received my order from them. According to their site they despatched it on december 3rd. And I should have received my box on or before december 14th. That's today! I still haven't received anything from them! But it can take up to 21 days according to their staff before I receive my box. However Zavvi does not know the name of the courier in my country. Nor do they have a tracking number. So I have no way of knowing if they actually have despatched my box at all. This is highly suspicious and very very unprofessional. Those con-arttists withdrew 110 pounds from my account for which I received exactly squat! And I can't even order the same box from a professional trusted site like amazon, because I don't know what will happen with my order or my money at Zavvi. The most annoying thing is that my order is closed on their site. Despite the fact that I've never received my order. Ive had it with their BS and I've asked for a refund. But I doubt I will get it or my box ever! Avoid these con-artists at all cost!