Zavvi

Imagine you order a Christmas jumper for a work prank, for Christmas. You pay an expensive delivery charge for it to arrive barely in time. Ordered the 25th of November and arrives Thursday the 13th, and you finish work for Xmas hols on the 20th, at least you can get one or 2 uses out of it. But alas, like the good king Wenceslas they sent the wrong item. Considering they've colossally messed up your surprise you'd expect a touch of sympathy and deep apologies go rectify their mess... no, if I have the cheek to ask for respectable recompense I have to jump through a series of hoops to expect a refund, and also they don't even send you the details of how to do this as to push the envelope of the return times and so you probably won't eve qualify for a refund. Absolutely the sneakiesy and lowest company I've had the displeasure to be screwed by.
I replied to their email (below) telling them i gound their terms unnaceptable and they responded by emailing me incomplete return instructions as obviously mentioned.
Do not order time sensitive or seasonal or promotional items unless you want to feel dissapointment.

You think Zavvi are cheap to buy from, but really just avoid them, no customer service of any kind. The seem to just want to rip you off or wear you down, to give up. I marked them 1 star, as theres no minus 10 option.
Contacted Zavvi to return a faulty item.
When you send a message via their web site, you get an auto reply in your personal email address also. But when an actual agent replies. Guess what you dont get a mail to your personal email. Only to their web site inbox for your account. So you message them and think you will get a email reply to your mail. Nope! Talk about confusing for starters.
After I figured this out, they wanted photos, which was pointless. Sent them anyway via there message hub. Then I got message to my personal email returns info would follow. But guess what? No returns info sent. Requested it 7 times or so, but nothing. Checked my email to see if there address was marked as spam etc, all good.
Funny how the system can email you the auto reply. But the returns info and any other messages dont. After countless tries I asked for a supervisor to phone me, many times... But nothing. Asked them to try another email address, nothing?. In the end I changed my email address on my account. Requested returns and finally it came through. All in only took nearly two months.
So all good then? NO!
I noticed after using their returns paperwork and returns tracked free post labels. That I had never got the money back for the item.
Messaged them about it, they asked for returns info. I had sent it a month and a half ago. So of course I didnt have the proof of postage still (silly me).
I check my emails and found the returns labels etc. There was a tracking number so I checked it. Guess what they signed for it 4 days later. But claim to never of seen it.
One agent said we need to find the parcel in our warehouse, but how is that my issue? I have proven its been returned, one thing they need to do now refund me.

I left a review elsewhere and Zavvi responded. They said they were sorting my refund. They never did, fake con artists I think."

Involving Paypal and Trading Standards now

I ordered a z box from Zavvi titled "one month Z box" it did not arrive with its free gift, when I asked about the gift the team told me they would not send the gift as the offer was no longer valid- despite the gift being in my shopping basket. In the end the shocking customer service wore me down and I just accepted the lack of gift. Time past I moved house then out of the blue for a message and email from Royal Mail saying I had a parcel from "the hut group" waiting for me. I thought it must be a mistake as I hadn't anything ordered online and had no red card through the letter box so ignored it - I was then sent an email saying the item had been returned to sender. After this happened a second time I looked up the hut group and realised what must have happened - linking them with Zavvi I logged into my account and realised they had been billing me for a subscription to z box. I checked my Oder to make sure there was no mention of a subscription and all emails including my original invoice- again no mention of it. There were no subsequent orders to show that items had been despatched - I had to check the "my subscriptions" to find any mention of the boxes- how would anyone know to do that if they had no written confirmation they were in any kind of contract/ subscription? I contacted customer service explaining them items had been returned to sender via Royal Mail and that I had proof. They completely ignored my points and stated the information was all on the website and that if I wanted a refund I would have to send the items back. It is actually outrageous and a complete scam. I wonder how many others will have been conned as I have. Will report to trading standards for definite

Published 4 seconds ago
27 DAY DELIVERY TIME & AWFUL CUSTOMER SERVICE

I pre-ordered a copy of FIFA 16 for Xbox One on 03/09/2015 and was told I would receive the item no later than 28/09/2015, 4 days after the game's release date. Having not received this item by them, I was told I had to wait an additional 14 working days for it to be delivered. Unsurprisingly after this period of time I was still awaiting my item. I got onto Zavvi through it's online message centre which is a lot more complex than making a phone call, but to my amazement there is no number provided to do this (probably because they wouldn't be able to take the numerous amount of customer complaint). I informed Zavvi that I had bought the game elsewhere as they failed to deliver it on time, and therefore no longer wanted the game. Rather than simply offer me a full refund, they decided to make me wait until 21/10/15 to finally receive the item that I no longer wanted just to have me return the game. The service provided was absolutely terrible and by far the worst experience I have ever received. Taking 27 days to deliver and order is bad enough, but the way I was palmed off on multiple occasions, and how Zavvi simply couldn't deal with a simple request is completely unacceptable. I will never be using this website again as I have received much better service from Amazon and ShopTo, just to name a few, and suggest that others avoid ordering from this pathetic excuse of a retailer.

Very disappointing. Received an email offering "20% off entire site until midnight". This is a great offer as normally its 5-15% at best. I spent the next 1.5 hours choosing products, eventually ordering a games console, some dvds and a an xmas gift. Had to spend the time as it was a one day deal and i only had a few hours left to use it. (The best offers are always short). Completed checkout. Code was ACCEPTED. Paid and got email confirmation of processing. All good.

Next morning got an email saying they made a mistake with the pricing and had cancelled the order. I got no explanation as to WHAT the mistake was. They said i could re order at the correct pricess on the website but as i wasnt told what ones were wrong, how could i could i order again when all the prices were the same still?

I emailed customer service to ask for an explanation for what was wrong. Also to ask if they could offer me the 20% offer again so i could order the items.

Waited 2 days and got a reply. They said the problem was the offer should not have allowed me to buy items that are already discounted. Meaning i can only buy full price items with 20% off. They told me all my items were already discounted so the offer should not have applied to me. Thats a lie anyway as one of my items was in fact full price... This means they either didn't bother checking properly or its just an excuse... They pointed out they can cancel orders as its in their T&C's. Only concession they offered me was that i could have the 20% voucher again if i bought full price items... This wont help as so many of their items have a have "fake" price that is reduced heavily. This means you cant really buy anything so is a rip off.

I had no alternative to offer 1 star as i wasted so much time and got nothing other than angry.

I advise avoiding this company

Appalling after sales service from a company that does is best to stop you contacting them with a problem, not interested once you have a purchased goods they are full of modern trendy sayings "we here to help" but there not really, purchased a tablet that became faulty after a very short time, contacted them which is very difficult on their web site(deliberately so if you have a complaint) replied for me to send it back and if faulty will refund postage when i returned it recieved another email to say to go on their web site with a code to receive a postage paid return sticker a bit late for me, when i contact them again very difficult to do reply sorry we did email you to say we would pay postage, a pity that they didnt email me with the postage paid sticker first as the one they emailed me was not paid by zavvi but me, first and only time i will purchase from them when you can order from Amazon Ebay or Groupon who all have a great after sales service Zavvi should be ashamed of theirs i hear from others that have had a similar experience with Zavvi so be warned.

You'll never get your item, they refuse to give you a tracking number, and they won't refund your purchase. Stay far, far away!

I placed an order on the 16th was told delivery 26th never came, by the 5th am told its out of stock.

Last year on Black Friday, I purchased these goosebumps DVDs for my daughters Christmas. Thought it was a great offer considering the full amount of £100 (or so the said) so after a couple of weeks it said there was a payment problem so not thinking about it I paid again! So as time kept going on I was checking for progress to see if this item has been dispatched but for weeks just kept saying in process. So I emailed them and they said due to Black Friday there was a lot to be dispatched so anyway I continue to wait and wait and nothing. Then just before Christmas I get an email to say that I wouldnt receive this item before Christmas as there was none in stock, however offered me a refund I said that I would just wait till more where back in stock (would have kept it but for skye birthday next month) now baring in mind that In my emails I was offered a refund and that they couldnt see I had made 2 payments only one and that my item would be dispatched when more stock was available but now to my surprise theres a payment problem again after a couple of weeks of telling me they could see I paid This website is an absolute scam and I would avoid it at all cost guys!

Awful company that don't fulfil orders and then customer service fob you off with excuses... use a more reputable site

This was my first and my last time ordering from zavvi. Pre order was a day late (other retailers deliver on the day) Also tried to refer a friend using their scheme. When the credit wasn't applied I contacted customer services who first said they have no such promotion or offer. Really? Staff are not aware of the promotions they have. After a week later writing to them they tell me that my friend must have not followed the procedure correctly thats why I have not received the credit. It's a matter of entering a code which is not a very complicated procedure to follow. Generally zavvi is just a bad experience. Customer service is not helpful at all. Seems like copy and paste responses. Why anyone shops here i'll never know. I've requested they delete my account. There are many retailers online that do care about little things like getting pre orders to you on the day of release and actually want to help you when things go wrong. Avoid zavvi untill they value customers. Save yourself alot of hassle.

UPDATE: after explaining my issues to zavvi and requesting to close my account I received this message:

Thank you for getting in touch about your account closure.

I have requested this account to be closed for you and this will be done shortly.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Oliver

Zavvi.com Customer Service Team

Absolutely no mention of why I want to close my account, no apologies and no attempt to remedy my issues and keep me as a customer, this is how much zavvi value YOU! Cut and paste response. Im sure they're a great company when things go as expected. Good luck dealing with them when things go wrong.

I ordered from them. I had to put in their "special code" to get the Funko Pop Pink Harley Quinn. I got the box but no pop. I emailed them. The first email said they're mystery boxes and they don't control what goes in. Funny that the email was labeled free gift. I wrote another email and they said that the discount special code was not attached to my order. I clearly remember putting in the code. And that there was nothing they could do for me. I was so outraged I canceled my subscription. I was on facebook and saw a new ad for their box and another special code. I put up a warning and told my story. And not too long 2 other people commented that their "special" codes weren't working. So I joined that conversation a little. Still outraged I wrote them a new email saying I'd it was my fault why are other people on facebook complaining about it. Not to long after that a representative from the company jumped on and said they would help. And again they said the special code wasn't attached to my account, and since I had cancelled the account they couldn't help me. So I hopped back on facebook and wished the othersame good luck. Since then the post is gone. And today I got an email from them saying they're sorry for how I was treated and they're sending it to public relations. And that's where it is now.