Zavvi Reviews

Name: Zavvi
Address: Meridian House,Gadbrook Park,Gadbrook Way,Rudheath,Northwich, Cheshire
Rating: 1.19

1.2 Rating 652 Reviews

4 %

of reviewers recommend Zavvi

1.2

Based on 652 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 8%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Zavvi:

With a huge selection of DVDs, Games and Consoles, CDs, Computing and Electronics we have extra choice and extra savings so finding something for you or a loved one has never been easier! What are you waiting for? Come and join us at Zavvi.co.uk!

Visit Website

Phone:

0844 264 0702

Email:

customer.relations@zavvi.com.

Location:

Meridian House,Gadbrook Park,Gadbrook Way,Rudheath,Northwich
Cheshire
CW9 7RA

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Juliet

Hellen

"I purchased two products on the 22nd May while they had a special promo. From ordering in the past I usually expect to wait a week before despatch. However, I getting an email on 31st saying my order was delayed no big deal, I can wait. I then received one of the products from my order on the 1st June, which was great. Later followed by another email on the 4th June regarding the other product being delayed. I looked on the site and noticed it said in stock, so I emailed customer support asking for a status update and why it was listed in stock if they were emailing about delays. I received a very over worded, most likely copy and pasted scripted email that didn\u2019t answer my question and basically was saying it wasn\u2019t in stock, but passing the blame on to 3rd parties.\r\n\r\nIt is now the 24th June (just over a month from my initial order). I didn\u2019t receive any further emails regarding my order being delayed so I decided to email customer support again, just asking for confirmation my order was still live and hadn\u2019t been cancelled. But, disappointingly I received pretty much the same copy, pasted email from before that didn\u2019t address my question. I want the item so I don\u2019t want to cancel, besides I used a 25% off voucher that I doubt I\u2019d get back if I cancelled.\r\n\r\nOne good thing is they don\u2019t take payment until the items are despatched. However, this is probably so they are not in breach of contract, or due to some sort of regulation when they fail to send within a reasonable timeframe.\r\n\r\nUpdate #2 - 29th June\r\nI was very grateful to have received an email on 26th June from customer services with an order update that didn\u2019t feel scripted and was written by a human. Thank you.\r\n\r\nHowever, I have just received an email today saying there was a problem processing my payment method, which is probably because it has taken over a month to finally go through and due to being item 2 of 2. Unfortunately, on trying to resolve their issue through the website they don\u2019t give you a PayPal payment option! I am not sure why as you can checkout using PayPal just fine and it is listed as a payment method on the website and I want to use my PayPal credit for businesses I don\u2019t trust (just like I did originally on my initial checkout). I have now had to send yet another message to support which will take up to 24\/48 hours. I would call but trying to find a phone number on the site is like finding a needle in a haystack.\r\n\r\nUpdate #3\r\nToday I am convinces I have never spoken to a human, but that it must be just an AI chat bot.\r\n\r\nOn 1st July \u201cShannon\u201d confirmed that it was an internal payment issue and they would let me know when they hear back from PayPal (spoiler never heard back regarding this).\r\n\r\nOn 10th July I suggested giving my PayPal account details so they could try sending another payment, which I then provided on the 11th July as they said they \u201cwill raise this with our payments team\u201d.\r\n\r\nOn 15th July I get an odd reply saying \u201c This item encountered a payment problem and was not charged for. Please can you update your payment\u201d. I was confused with this response and it made me feel I was back to square one, and that I was not talking to a real person but a chat bot. After explaining everything all over again, I then suggested my only option is to cancel and reorder, but I explicitly asked not to cancel unless they could guarantee my product awaiting despatch would be held back for my next order and that I\u2019d receive a new 25% discount code.\r\n\r\nFast forward to today 17th July. I receive an email saying my order is cancelled. WTH Zavvi? I have never dealt with such an incompetent company."

Pete

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a Threads subscription box as a book and a shirt is a pretty good deal for £5. I liked it so much I initially kept it and then bought a comic book Threads box, this is where the problems started. No product shipped out for three months, yet they kept billing me for a box I wasn't receiving. This is illegal within the EU as you cannot bill for a product you have not yet shipped. You can ask for a deposit, you can take a credit card number, but you cannot fully charge for a product you don't have and don't intend to ship. This went on for three months. When I complained I received a hastily put together "Threads" box with 3 of the 5 comics promised in the box and a shirt that looked like it was sewn together by a chimpanzee. Threads is correct, as there were threads everywhere and the shirt was not wearable. I told them to cancel the box and refund the money. Zavvi has yet to do this. Then they started to screw up the regular Threads box, they sent me the same book two months in a row and a male-cut shirt. Why would I suddenly want a shirt cut for a guy when I received a female cut shirt for the other two months prior? I did not change my subscription. When I brought this to their attention they promised me "another book", not another shirt to replace the wrong one as well but a book I have yet to receive. They again refused to just refund me and cancel it. This is an utter disaster, first their customer service told me I was "getting boxes" because apparently their staff can't tell the difference between their subscription services. I told them to Cancel Threads: Comic Book edition and instead got back a terse insistence that "Royal Mail delivered your stuff". Yeah, the OTHER box, but I not once received a Comic Book edition threads before that point. Sub number 79062, they FINALLY cancelled the Comic Book edition, still no refund for at least two months of that, but am struggling to get them to cancel the regular Threads edition after the debauchery that was last month. I did receive a package for a "DAVID HANES" but I couldn't tell if it was the "new book" or not because no one by that name lives at my address, it felt like a book but I would not open it as it was not addressed to me and had to send it back. I now suspect Zavvi is also incapable of putting the correct name to an address in order to replace my book. I want a refund for this month, and probably won't get that either. They wrote back to me this evening to tell me they "can't cancel" my subscription because there is a "14 day wait period". That's the most ridiculous thing I've ever heard. Avoid Zavvi subscriptions and boxes at all costs, there are better retailers who provide similar services for cheaper and better. They have attempted to delete my review on Trustpilot which I am currently fighting. They spend time to cover up their bad business instead of actually FIXING the issues.”

Helpful Report

Posted 8 years ago

“I pre ordered their Special Harry Potter Zbox on the 6th of June. They confirmed that my order had been received. It was to coincide with the release of The Cursed Child, but I didn't receive it. You can't call anyone to ask for help, you have to email and then wait for up to 48 hours for a response. When my email response came I was simply told, 'These boxes are sold out. Sorry.' They weren't when I pre-ordered it though, and I had an email confirming my order so I was cross that whoever fired off my two sentence reply didn't seem to have looked into anything. The next day I received what seemed to be an automated email saying that there was a problem fulfilling the order and there would be a delay. August rolled around and still nothing, As it's now the 7th of September and I still haven't received my box or any explanation as to whether it will ever turn up or what the delay is, I have sent one more request for information. Hopefully someone will actually help this time. For my first dealing with this company I can safely say they made sure I will remember them as incapable and I will definitely tell people to stay away from them in future.”

Helpful Report

Posted 8 years ago

“I have not received my goods. They state a 2-3 day delivery but its gone past that now. If you try to contact them you get told it can take up to 2 days before they respond. Won't be using them again.”

Helpful Report

Posted 8 years ago

“Zavvi have awful customer service. I preordered the remastered BFG blu Ray which should have come with giant ears. I never received the ears and when I emailed them on many occasions I still have not yet received them. They can't even get my name right. It's false advertising. So if you order something from them with a free gift do not expect to receive it”

Helpful Report

Posted 8 years ago

“Zavvi customer service skills are absolutely appalling. First time round I had an issue with a Harry Potter boxset I had bought and they would do nothing for me as it had passed the 40 days. I understand the policy but as a person who works in Customer Service in retail, you learn to sometimes go above and beyond and keep your customer happy. All I needed was a replacement. I gave up replying to them as nothing was being done and they marked my messages as 'completed'! Couldn't even spell my name right. Now I have bought the Harry Potter Zbox, which I ordered in June. It's now mid August just about and still nothing! I message Zavvi at the beginning of the month asking where it is, they say they will look into it for me. They then get back to me saying that they are working on hopefully getting a date on when it will be dispatched and will update the account to show it. What a let down for a Harry Potter fan! I have been waiting ages. Not just that I sent them some feedback about my recent experiences with them, and what do they reply to me? "We operate a 40 day policy in which we ask you to please make contact to let us know that your order has not arrived. As it has now been over 40 days since your order was sent, we cannot trace this item and are unable to offer you a refund or replacement. We are very sorry for any inconvenience or disappointment caused by this. 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, Omaer" I didn't request a refund or replacement about anything. I sent them feedback on their customer service skills and how they treated me. Goes to show that they don't read a thing you have said and just send out automated responces! Done with Zavvi. They are shocking. Only gave a 1 star rating as was unable to give 0.”

Helpful Report

Posted 8 years ago

“Ordered a threads box and have never received it after over a month of waiting, I complained three times and was I've a generic "We're looking into I response" every time, each time I told them I don't want any more boxes but was told you can only cancel the subscription after you've received your threads box but they've charged me for a second one anyway and I've been given no way to cancel the subscription, I also ordered a special stand alone/non subscription zbox which was supposed to be here last month but have yet to receive that either and have been given "We're looking into it" responses. Zavvi have been good so far for regular orders but AVOID any of their subscription boxes.”

Helpful Report

Posted 8 years ago

“Took payment for item and after 2 weeks still no item nearly 20 emails later and automated responses only. Can't talk to anyone as there is no contact number couldn't cancel the order worst company I have ever dealt with!”

Helpful Report

Posted 8 years ago

“Poor Customer Service. You always get the same generic reply. Which is simply pointless as it hardly ever solves your issue. Still waiting for a refund for a returned item, hence stating it would take 3-5 working days too be processed... 10 days later, still waiting. AVOID!”

Helpful Report

Posted 8 years ago

“I ordered a game controller (Stratus XL for iOS & Mac). Ordering was fine. Estimated dispatch day was 3 days. Ok, fine. After 4 days still no dispatch whatsoever. Contact them via Twitter, the answer was: Hi, This item is currently out of stock, we do expect this item to come back into stock within the next 14 to 28 working days. RL So, you judge by yourself!”

Helpful Report

Posted 8 years ago

“Ordered the zbox 3-month service only to find it carried on - but it was for 3-months! So they took a second payment for the next 3 months and will not accept a refund as it has past 14 days. They cleverly (?) take payment at the beginning of the month and then the first you know of it an un-ordered zbox arrives approx 15 days or more into the month thus when you contact them, they say sorry 14 days has elapsed. Customer service via email only, as others has said different name each time (although in reality it could be the same person), and completely not interested in "customer is always right" approach. Blankly reply with matter of fact type response. Bizarre customer service approach in this day and age. AVOID!”

Helpful Report

Posted 8 years ago

“This review is probably going to be taken down like every other negative review about Zavvi for breaching policies but please do not buy from. this company, I ordered an item to which they sent me two and charged me for two, apparently it was my fault and I ordered two when after checking my account, I clearly ordered one. I've been on the verge of arguing with them for two days now and they're the most unprofessional and conning company I've ever dealt with. Please do not buy from this store, it's a huge scam.”

Helpful Report

Posted 8 years ago

“I ordered the Goosebumps DVD collection for my nieces birthday present. Once we received it in the mail we tried to play the DVD's and neither a DVD player or Blue Ray player would play them. I emailed customer support for a refund and they told me they would not let me return the item for a refund because it was already opened. Mind you, the item was not factory sealed anyways and only came in the packaging they used to mail it! They told me that their DVD's will not work in the US because our players are formatted differently than theirs in the UK. I told them there was nowhere on the item description that said the DVD's would not play in the US on our DVD and Blue Ray players and that if that is the case they should not be selling their products to the US if we are unable to even use them! They still refuse to refund my money, so I urge everyone not to do business with them because although their return page said they will do everything they can to make sure you're happy, they will not!!”

Helpful Report

Posted 8 years ago

“I ordered an item and its due date came and went. I messaged them and asked where my product was. Was fobbed off continuous and then told they could not send me the item as they didn't have it. They should not be allowed to sell products they don't have.”

Helpful Report

Posted 8 years ago

“Pre ordered an item only to be told on release date they could not fulfil some of my order as they are out of stock, how can this be if I pre ordered and they accepted it. I paid part cash and part voucher that my daughter gave me for Christmas they kept my money but did not put the voucher credit back in my account and told me they do not refund voucher credit once used,after numerous e-mails telling them it's not my fault if they could not fulfil my order and I want my credit back they said as a good will gesture they will credit my account with the voucher money. I then bought something else and again added money but the item was faulty and I had to return it they have returned the money back but again not the credit, this company is so bad I will never use them again it's theft as far as I'm concerned”

Helpful Report

Posted 8 years ago

“After a month of ordering my item and a week after the "supposed" dispatch date, and although they emailed me confirming dispatch within 24-48 hours, i didn't receive my item and at the end they said that they are still waiting from their suppliers. Then why to lie? The emails were, sorry your item is not yet ready, is there anything else we can do for you? The item was a present and they let me down. And i couldn't find a telephone number to call them. I will never purchase from them again.”

Helpful Report

Posted 8 years ago

“Terrible, have made 4 orders now and yet to receive any of them. Each time receive email confirmation of order then nothing. When I try to check progress can't login to account, I have now created two accounts and still no luck. Can't contact customer service because you have to log into account which I can't do. You can create a new account but then can't log back into it! No phone number to call! Tried social network and got response but I'm suspicious about information they were asking for.”

Helpful Report

Posted 8 years ago

“Pre-ordered the PC version of Dark Souls 3 7 weeks in advance of the release date of April 11th, only to have it canceled on the 23rd of May without any reason given. This coming after chasing them up several times and being told it was on special order... Their customer service is an absolute joke giving generic copy and paste non answer responses.”

Helpful Report

Posted 8 years ago

“I pre-orderd 6th season of game of thrones, zavvi sent me season 5,now I have 3 sets of season 5 i tried to contact them with not much luck, they said they no orders under my account yet I have the comfirmation and order number,i really think that buying anything from out of the us will cause you a lot of aggrevation when trying to return an item .”

Helpful Report

Posted 8 years ago

“Since they only post good reviews on their website, I thought I would add one here. My review on their site wasn't even bad - it was in between good/bad with some fair points about the contents of their Z Box. Now, however, my review is BAD. Their service is appalling. DO NOT USE THEM. FOR THE LOVE OF ALL THAT IS HOLY, NEVER SIGN UP TO A SUBSCRIPTION WITH THEM! They send goods you don't want, don't send you ones you do want, forget to include everything, make you pay for returns, and don't refund your money for goods that don't arrive/are returned. Their customer service system means every time you get an emailed response it is from a different person (who won't have read your email history with them) and you have to tell the whole story over again. AVOID!”

Helpful Report

Posted 8 years ago

“I preordered a figure using a discount code (Happy Hour 15% in merchandising without exclusions). They cancelled it a week after stating stock issues (item will be released in three months)...but the product is still available at a higher price to preorder.”

Helpful Report

Posted 8 years ago

Zavvi is rated 1.2 based on 652 reviews