If I could could rate my experience as 0 stars, I would. Let me start by first saying that I've ordered quite a lot from Zavvi recently and have never had a bad word to say about them until now and that's due to the sole fact that I've never needed to deal with their "customer service" team before. I placed my order on the 30th of November with plenty of time for my items to arrive before Christmas. The order was £150 worth of goods so it's not exactly like this was small time order that probably doesn't matter to this company - it's a decent chunk of change. My order arrived roughly around the 17th of December without a returns label and was the completely wrong item. After explaining that this was a gift for Christmas, that I didn't have a printer and that I didn't feel safe locating a printer near me due to the recent pandemic I asked whether they could just send out the items I ordered along with a returns form and I would then return their item that probably costs no more than £5-10 in manufacturing - a request I don't feel is that outlandish given the circumstances. This request was denied in multiple back and forth conversations with several members of the team - each one more useless than the last. After being instructed to return it via the post office and promised that they would refund the delivery charge, I finally caved wanting to be done with this ordeal and so that was that...or so I thought! Nearly a month and a half after my original order was placed, my return arrived back with them on the 12th of January which they didn't even acknowledge and I had to chase. After contacting them on the 18th I was simply told to "be patient". A week later on the 25th, I still hadn't had a response so I contacted them again stating that if their response wasn't that it was being sorted as we speak, to pass me through to a manager. The same person responded once again asking me to "be patient". Patient. Really? It's nearly been 2 months since I placed the original order and I'm being told to "be patient". I once again asked to speak to a manager as apparently "Kate" can't even accomplish the simplest of tasks such as "reading". I then had an email off of "Emily" who still to this day I have no idea whether she is even a manager or not but what concerned me more is that she informed me that one of the items I had been waiting 2 months for was now out of stock. 2 months of waiting. 5 "customer service" operatives (Trisha, Ash, Kate, Emily & Ross) and yet not a single member of this "team" thought it might be a good idea to keep the stock to one side given that apparently the entire Zavvi team knew my situation? There was a point earlier in the email thread that I expressed my concerns about the items going out of stock however this warning just appears to have been ignored. I don't even care that they sent me the wrong item. It's a simple mistake that can be corrected (or so you'd think). I don't even care that this didn't even arrive in time for Christmas. All I care about is how laughably tragic Zavvi's "customer service" team is. In a time when people are desperate for any forms of employment, how is THIS their "customer service" team? How is THIS the best they have to offer a customer (let alone a returning customer). I'm not the sort of person to leave a negative review and I'm definitely not the sort to give customer service teams a hard time especially as I know what it's like to work on customer services and the hardships such a role ensues. However, Zavvi's team doesn't know the first thing about customers and the service they deserve. In light of this information and after requesting a full refund including my delivery and returns delivery cost (which was promised to me prior), I have been informed that 2 of the 3 items I'd ordered will be refunded and nothing has been said about the delivery charges as of yet. Not that I'm surprised as completely disregarding customer contact seems to be Zavvi's style apparently. I have yet to find out whether I will receive the rest of my refund in the future however one thing is for certain - I will not be shopping with Zavvi ever again.