Zavvi

This was my first foray into buying lego from a website other than bricklink.com. And oh boy was it a mistake.

I cancelled one item from my order first due to a delivery estimate of 4 weeks from the purchase date. That was successful. The Issue came when I tried to cancel the whole order with the last pending item. I found the item cheaper elsewhere with a much faster shipping estimate. It was stuck on processing cancellation for a week before I contacted customer service.

All they did for me was tell me that the item 'wasn't cancelled', they made no attempt to cancel it. I then asked them specifically to cancel it, waited a day before it miraculously reached the dispatch process then they replied they couldn't do anything.

Do not buy from this website, source your Lego from a reputable seller on Bricklink.

I ordered some shirts and one of them came in the wrong size. They expect me to pay for return postage for them to send me a replacement. They are the worst customer service I have seen and have no business doing business in the USA. Don't Buy Here!

On several occasions, I received damaged items. Either scratched, bent, etc.

Each time I requested a replacement. And instead of simply getting one, they wanted for me to first pay for return postage, offered me excuses, getting scripted responses devoid of answers to my questions, etc., even though the fault was clearly theirs.

The last instance was the boiling point. I placed a preorder with them. A couple of days later, I sent them a cancellation message. ONE month later, I got a notification saying the item has been dispatched and my credit card charged. Since it was clearly an oversight on their part, I contacted them, only to be once again privy to their incompetence and refusal to accept any responsibility. Now I have an item, which I had cancelled, which I do not want. And they refuse to even aknowledge any fault.

So, I invite you to use another website and save yourself some time and nerves.

I have bought an item a month ago on Zavvi. My experience was a total mess. They provide an untrackable tracking number and they told me to wait 30 days, then i never receive the order and they said that they would send me a refund but they didn't. Have to open a case on paypal and dispute the case to have my money back. Customer service is terrible and this business is possibly a scam. Don't buy, trust me!

Terrible company. The website has inaccurate descriptions of movies you want to buy (ie. Region playback). 4K is region free but BluRays are not. I was lead to believe that the blurays would play in my country being "region free". They would not. Money wasted. Cancelled an upcoming release as I knew I would be disappointed when it arrived so I emailed and received a confirmation that my order was cancelled. Well guess what? I was still billed and my order still shipped. My orders have been 2-3 weeks late. And the order that I cancelled? No problem. I could return, at my own cost, for a full refund. Shopping was more than the purchase. Get bent Zavvi. You are one of the worst.

Even though the packages were labeled with the correct delivery address, the delivery company lost the packages.

I immediately contacted Zavvi, and provided documentation from the delivery company where they admitted they were at fault. Zavvi made me wait almost two months, stating they were conducting their own investigation. Which I can't understand since the delivery company admitted fault. Zavvi even made me complete a declaration stating I didn't receive the items.

After contacting Zavvi multiple times, via their online message service, I was finally offered a refund or replacement. I requested a refund, but to only be sent a message that the products were going to be replaced and sent out to me. Not what I asked for. Again, I messaged Zavvi, requesting a refund as per my request, where they stated the items were in the dispatch process and cannot be cancelled and if I want to return the items I have to pay for postage and insurance.

Truly poor customer service.

I am sorry to let you know that there has been a problem in the warehouse which has resulted in your order being stopped prior to dispatch.

I understand this is disappointing and we are sorry. I will investigate further and request for the order to be sent to you as soon as possible. Should there be a problem with dispatching the order, we will arrange for this to be cancelled and for the money to be returned to your account upon confirmation of the cancellation.

Never received my item. Shipping originally said 5 business days... then they tell you it can take 30 (only after you inquire after a week). No 30 days have passed, never received my item and they have not responded to my request for refund.

I ordered an item and I wasn't told that my order was delayed until I emailed customer service to inquire about it. I then sent multiple requests about my delivery date that went unanswered — inquiring about changing my delivery address because I was going to be away from my home for several days and was worried it would suddenly arrive and be stolen from my porch. They eventually informed me that that a change of shipping address (even for an order that has not yet been packed) wasn't possible and canceled my order instead. I suspect that they actually ran out of the item I ordered — which is no longer produced by its manufacturer, was on clearance, and stopped being available on their site the day after I ordered it — and that they were just going to leave my order pending without notifying me that they ran out of it.

Awful service, one of the worse services and companies I have come across.
How are they still in business?
I made an order, within minutes I cancelled it, due to placing the incorrect address. Then placed the same order, paid again with the correct information.
Hence paid twice for the same order.
Although it was cancelled within minutes, I left them numerous messages not to dispatch it, as I wont be able to receive it. I had spoken to more than 4 people in the organisation (Not by phone, as they dont have a contact number).
They informed me, when they dispatch just send it back.
My obvious response was.
How can I send it back, if it is going to the wrong address? Hence DON"T SEND IT!
Yet after 24 hrs, they still sent it.
So incompetent, so ridicules, such a dirty scam...
Zavvi is part of THE HUT GROUP COMPANY (They are all crooked thieves) dont deal with any of them.

Well I made a $40 purchase on a dvd set. I receive it and it will not play, the message on my tv screen said wrong region. So I googled and found out today DVDs have regions of the world that they come from and will only play in that regions dvd players. I never knew that even existed. So customer service tells me no refund because I've opened the box and it wouldn't be fair to sell it to another customer opened, and that it starts in the description of the dvd that's it's region 2. Well if I don't know what that means how is it even a factor. It just says region 2, it doesn't describe what region 2 means.So I'm stuck with a product I can't use, and they won't take it back or issue a refund, which is totally unprofessional. My purchase/return shouldn't have anything to do with other customers at all.

Unfortunately it is a fraud. The mintage of Thor Exclusive Ingot is 9995 and not 2000 and it ruins the collection as it is gilded compared to the other bars in the series but with an equal circulation. I had purchased thinking it was with 2000 pieces as per photo and description. I bought it on italian version of this website, but it's the same TheHutGroup,

I was trying to place an order on an item that was limited edition and they only made so many. I tried for weeks to pre order but the site kept telling me it couldn't be delivered to my address. I contacted customer service everyday, for weeks, trying to fix it. I made several accounts that all said the same thing. They told me it could be delivered to my address. I asked how to fix it and they sent back confirm it. I didn't know how, asked them how and they never responded sent countless emails, Facebook messages and nothing. Now the item is completely sold out, its only exclusive to this store and I'm heartbroken. Thanks for nothing a**holes.

Criminal.
Pre-rodered this over a year agon, it was supposed to have been shipped four months ago. I've been in touch with their customer services for three months.
Im currently on my third 'shipping number' which is never available for tracking on the fedex site they link to.
Absolutly useless.

Back in June, I ordered a pair of shoes and preordered a limited edition figure. Shoes delivered pretty quick, they came in great condition, no complaints there. The real issue that's completely turned me away from this site is this: I got to the preorder right when it was posted. First it said it was going to release in around September/October 2022, then it was pushed to December 2022, then January 2023 and finally March 2023. March 30th rolls around, I get an email about a refund being issued. AFTER that email, is when I received an update saying they cancelled and refunded my order for the figure because the figure is no longer available and they "tried to source further stock but have been unsuccessful." I'm incredibly disappointed that I've had to wait almost a year to just be told a lazy excuse as to why they somehow didn't account for how popular this item was OBVIOUSLY going to be and get the proper amount of stock for it. How do you push back a release date 5 months to obtain more stock and come up empty handed? I don't know how many other people this happened to, but I don't even know if I can get it anywhere else because it's sold out everywhere else and there's no way I'm paying ungodly prices for resellers. Customer service here is almost nonexistent. No help whatsoever with giving useful information. Genuinely believe this site is just a big elaborate scam. Don't waste your time. You'll only end up empty handed and disappointed.