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

“this company is a joke , order on black friday got xmas calender marvel and a mystrry box , low and be hold there is no mystry box and they have only just told me 3 weeks later absalute joke of a company alwys let people down , customer service is a joke , if i didnt ak where my item was they wouldnt of told me ..... i beg you all to avoid this company as they will ruin everything and not take responsibility”

Helpful Report

Posted 6 years ago

“Exceedingly poor customer service. I will never buy from them again.”

Helpful Report

Posted 6 years ago

“I ordered 6x John Carpenter Limited Collector's Edition 4k Blu-Rays, which are £30 each and they sent them out in jiffy bags, which offered very little protection for the items. I ordered 2 of each of They Live and The Fog Collector's Editions, one set was slightly damaged but just about passable, the other set didn't turn up. Replacements were sent and they were both badly damaged. I am still waiting for them to be replaced, 3 months after placing the original order!! I had also pre-ordered 2 copies of the Escape from New York Collector's Edition. Both copies were damaged. Replacements were sent (in jiffy bags again) and both of them were also damaged, even after I said numerous times that jiffy bags are not good enough to protect the items. The worst part is that they were not listed as Limited Editions and I have now been told that they can't get any more stock. Nowhere else has stock either. So their incompetence has resulted in me not being able to own all of them. I should have ordered from HMV or Amazon and will do so in future.”

Helpful Report

Posted 6 years ago

“Pre-ordered a item for my son's Christmas present on the 24/9/18 and after 2 whole months got an email saying it had been sent 24/11/18 it is now the 7/12/18 and has been marked as sent for 13 days and nothing has arrived!!I contacted customer service who said they would try to find my order after the 25/12/18(after Christmas) this is my first and last order with this pathetic company and I am contacting head office at zavvi and a trading standards officer about this,I will find the cause of this error and make sure whoever is responsible gets punishment”

Helpful Report

Posted 6 years ago

“I placed an order on Zavvi's website on the 16th October for a Stitch Funko pop as this was on my daughters Xmas list, noticing this was a pre-order I contacted Zavvi to find out when this would be expected to arrive, I was advised it would be the end of November and that I would definitely have it in time for Xmas. I was searching later in Novmber on another company's website and noticed the same pop had an ETA of February 2019, seeing this I contacted Zavvi to check I would still receive my in November, they advised it had been pushed back to February but at no point did they contact me to advise me of this and had I not seen this on another website I would not have known. I raised a complaint via Facebook requesting compensation for a) being promised it would arrive before Xmas b) not being made aware it would not arrive before Xmas and c) this is the third order delayed with Zavvi. On the 21st November I was contacted in response to my complaint asking if I wanted to cancel the order or not, ignoring the request of compensation. Same theme happened on the 22nd after being contacted by another member of staff in response to my message. The first member of staff eventually came back to me apologising that I was contacted by the 2nd member of staff as only he would deal with it and that he would not give compensation. He then closed off my complaint ignoring my messaged response without asking if I was happy the issue was resolved! The member of staff after I asked why it had been closed replied 2 days later advising that no compensation would be given and that this is why it was closed. On the 27th November 2 days later I asked if they had any other Stitch pops in stock to try and replace this, the member of staff replied the same day stating that they did not. I looked back on their website and found a Stitch Hoodie on offer (£2) more than what I paid for the Pop and asked if I could have this sent in replacement of the Pop and cancel the Pop, I received no response so escalated this on Facebook aswell as the message service on my account. Alan (The member of staff) responded 2 days later, advising he had been out of the office despite messaging me on the 27th initially? Because it took him 2 days to respond the offer on the hoodie expired and went back to full price, so he refused to send this out as there was a significant price difference. I advised that if he would have responded on the 27th this would not have been an issue and there would have only been £2 difference! I did not get a response so messaged again requesting a callback. Alan messaged me on the 30th at 08:01 advising he would call me at 10am, he didn't call me! I messaged chasing this at 11am and 2pm and got no response, I messaged the Facebook team who advised me that Alan's team would try to call by end of play, this also never happened so I chased the Facebook team again who advised Alan's team would call me in 24 hours. This also never happened. On the 2nd December Alan tried to call me but as I was out shopping I missed the call, he left a voicemail stating that he would try me again later that day, he cancelled the stitch Pop and advised that he would honour the hoodie as a gesture of goodwill. I messaged Alan again advising I was happy they were sending the hoodie but still wanted compensation looked into because of the false promises, lack of contact and stress and inconveniece caused. I had no response so I messaged again on the 3rd requesting a callback. Alan respnded by message on the 4th stating there would be no compensation! I responded the same day advising I was unhappy with this and that the hoodie which would have been on £2 more if I was replied to on the same day when he was clearly in the office was not enough! Today 5th December Alan responded advising again there would be no compensation and that they consider my complaint closed and will not respond again! He has now closed of my complaint! To date I have still never been able to speak to Zavvi on the phone due to them having no number and not calling me back when promised on several occassions. The hoodie also has still not been dispatched. Worst customer service ever!. May I add as I am unable to reply on here that the £30 was £13 on the day I requested it as a replacement for my delayed order. If Alan would have responded to me the day I requested this It would have been £2 difference! He was in the office this day as I had received a message from him not long before! The fact that the hoodie £30 at the point of arranging is due to lack of response and customer service from Zavvi! Alan never calls when he promises as stated above!”

Helpful Report

Posted 6 years ago

“I’d give this company a -10 if I could. They sell products to people knowing they can’t be used then do not respond to your customer service until well after the allotted return/ refund date”

Helpful Report

Posted 6 years ago

“Called them out on twitter for a marketing email and, instead of acknowledging their mistake, the guy got lemon and wrote a load of rubbish. Just use Amazon. Cheaper and better service.”

Helpful Report

Posted 6 years ago

“After my account was hacked they immediately tried to blame everything on me rather than attempt to stop the fraudulent purchases which were still going on; they eventually closed off my account and told me their security department would be in touch. They never were, and it turns out they'd permanently closed my account, meaning I couldn't even gather any information about the person who'd hacked my account. It's tough to say who were more rude and useless when I reported the issue out of Zavvi and the Police.”

Helpful Report

Posted 6 years ago

“Zavvi.com is an absolute joke. I ordered the Harry Potter Advent Calendar with them on 16th October 2018. After chasing them I have now been told the Calendar was posted on 20th November 2018 on standard delivery, so they don't have any tracking information for this??? They are asking me to allow 10 working days for delivery, which will then take me up to 4th December, which as you can guess is 4 days late for an Advent Calendar. But before I can contact them to report the item missing I have to wait until 10th December??? What Company thinks this is ok? This is an advent calendar for christ sake, it starts on the 1st of the month not the 10th if your lucky or later. I would never waste my time and money on Zavvi ever again.”

Helpful Report

Posted 6 years ago

“You think Zavvi are cheap to buy from, but really jut avoid them, no customer service of anykind .The seem to just want to rip you off or ware you down ,to give up. Contacted Zavvi return a faulty item. When you send a message via there web site, you get an auto reply n 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 there 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 took it make for days later. But claim to never seen it. So now I've forwarded all this info to them.. Hope I do get the refund :/”

Helpful Report

Posted 6 years ago

“I pre ordered a DVD that was released on the 5th November and have now been told if i don't receive it by the 26th contact them again (for the 4th time) . I could of had this delivered via amazon on the 6th but Zavvi was £2 cheaper !! Dont waste your time buy direct from amazon as you keep getting fobbed off”

Helpful Report

Posted 6 years ago

“Placed an order for almost £200 worth of Christmas gifts, paid for standard 2-3 day shipping only to be told a week later that over half of the order had to be shipped from abroad and as such may not arrive for 30 days. Customer service are no help and aren't bothered at all once they have your money. I would avoid zavvi at all costs. They're basically just a bunch of cowboys. I was told that I have to wait 30 days for the items by which time, if they don't arrive I will be out of pocket and without gifts for Christmas.”

Helpful Report

Posted 6 years ago

“Ordered 2 star wars drones on a next day delivery. Had an email from Hermes to say items would be delivered between 1pm and 3pm so waited in all day and guess what, no delivery! Chased Zavvi the next day - they had no idea and were totally unhelpful; said they would get the carrier to get in touch. 7 days later, no contact from either, tracking still shows delivery for a week ago ... my money gone. Luckily I paid via Paypal so I've recovered some of my payments, but I'm still out £80. I would avoid this hopeless company like the plague - wish I'd spent £10 more and purchased from Amazon Prime - now thats a supplier I can trust!”

Helpful Report

Posted 6 years ago

“Avoid this company. I've never seen such a ridiculous service. Ordered an item 2 months ago, after one month I asked them where's my order and I got a reply that THEY DON'T HAVE IT IN STOCK AND ONCE THEY HAVE IT THEY WILL SEND IT TO ME . It sounds like a joke. It's been a month since then and still haven't received it. My rate would be less then zero.”

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Posted 6 years ago

“Didn't deliver. Claimed sent and returned by courier same day. No response to emails. Use a disreputable courier and poor customer service.”

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Posted 6 years ago

“I ordered House on Blu Ray for £29.99 when it was in stock, then when I checked my order status it shown as awaiting stock , i emailed customer service and they said it'd be delivered when in stock. Then it came into stock for £59.99 and Zavvi cancelled my order. Avoid them at all cost.”

Helpful Report

Posted 6 years ago

“Order items, still have not received almost a complete month. have made several attempts to contact the company for either info on my items or refund. Still have not heard from anyone after being asked the same questions which should have nothing to do with finding my package or refunding me. Don't bother with this company they are a complete joke!”

Helpful Report

Posted 6 years ago

“Delivered even though I cancelled before they were dispatched! Returned the items and they stated they never received them... Will not refund my £96. Avoid this company wherever possible. If you can the item from elsewhere...do it!”

Helpful Report

Posted 6 years ago

“So slow processing order, totally hopeless”

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Posted 6 years ago

“ordered fathers day present on the 2nd of june, only dispatched on the 15th! when i asked hows this gong to be here on the 17th the day its for fathers day as advertised the customer service couldnt give a hoot and just repeat a scripted message not even reading my question. not my 1st problem with zavvi i just forgot as it was years ago. STAY CLEAR USELESS”

Helpful Report

Posted 6 years ago

Zavvi is rated 1.2 based on 652 reviews