I've been ordering from Zavvi for several years and was completely satisfied until I had to return a damaged product. I'm currently going on week two of going back and forth between 4 employees trying to figure out how to return the item for a replacement. It's like they have never handled a simple return before. As of today, there have been 11 messages sent between us trying to figure out something this simple. As others have stated, when you respond to a message, it takes Zavvi at least 24-48 hours or longer for them to respond. Every time I get a response, it's from a different employee often with conflicting information. I advise folks to just stay away. Where other companies would have solved this in one emailed response and a prepaid return label, Zavvi makes you run an obstacle course. However this works out, they already lost a good customer.