Zavvi Reviews

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

1.2 Rating 662 Reviews

4 %

of reviewers recommend Zavvi

1.2

Based on 662 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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Anonymous

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

“Literally the worst online shopping experience of my life i purchased a pair of shoes for £54.99 and sent them back within a few days because they didn't fit , it's been a few months and I have still not heard from them neither have I had a refund , I have emailed them about 5 times and they have not replied. This website is a scam. Do not purchase anything from this website!”

Helpful Report

Posted 8 years ago

“On 14thOctober I ordered a Star Wars Millenium Falcon for my grandsons 6th birthday on 27th.October. I received an email on 17th.October saying order had been dispatched and estimated delivery would be 26th.October or sooner. Nothing has arrived and we are going to have a very disappointed little boy tomorrow. IF you can't fulfill the order, why not say so in the first place Last time I will use this company.”

Helpful Report

Posted 8 years ago

“Beware – Zavvi is a scam company with the worst customer service that I have ever seen On 18/8/16 I purchased a monthly subscription for a ZBox that my daughter wanted. (paid 21.41 Euro). On 12/9/16 I sent them a message saying that I haven’t received my order yet. On 23/9/16 they charged you charged my credit card for another 23.79 Euro…. even though I told them that I haven’t received the first month’s ZBox. My daughter really wanted this ZBox so I tried hard to make this work. Overall I have send them around ten messages about this issue. They reply after one day from a “no reply” email address and every time I had to login to their website and send them a message. Each time a different sales representative replied to my message, without being familiar with the case or being able to provide a proper response. I asked them several times to cancel my monthly subscription and refund my money or send me the ZBox's that I paid for but they keep coming up with excuses. They said that they are unable to cancel my subscription because “as of yet the cancellation period is currently not open”! Whatever that means. I subscribed to a monthly subscription (not annual) and I want to cancel it. Only a scam company would provide such silly excuses trying to prevent their customers to unsubscribe from a service that they don’t want. For the first time in my life I will have to call my bank and ask them to do a chargeback. What began as buying a present for my daughter ended as a very frustrating experience and a waste of my time. I wish I had seen this page before I give them my credit card details.”

Helpful Report

Posted 8 years ago

“Good until you have a problem... I preordered PES 2017 with a hope to get it on release date. After the release date I got an email apologising there had been delays obtaining stock and that it would be dispatched soon. Even though it would have been nice to receive it on day of release (15/09/16), I was not that worried and was just looking forward to getting the game. I received a dispatch note on the 16/09/2016 with a view to receiving it around 20/09/2016. It is now the middle of 06/10/16 and I still do not have it. You cannot call and speak to anybody as they do not have phones, choosing to rely on templated responses via their customer service portal. To cut a long story short, 7-8 messages later they are asking me to fill in a royal mail investigation form (process could take another 10 days) which has still not arrived either. Even though this has not arrived, I am amazed they think it is the customer responsibility to manage their own logistical problems. On sending another contact form saying I had not received this Royal Mail form I received the same templated response back word for word again as if I had never made the original contact! I have sent back a refund request. Ignored that. Sent another. See what happens now. Oh and any contact takes up to 48hrs and they close all customer service issues after responding without resolution. I have ordered things in the past from Zavvi and received them fine but this has shown the risk you take when ordering from them.”

Helpful Report

Posted 8 years ago

“Sent wrong item made me pay to return it and then took almost six months to send me correct item. Poor communication throughout and refused to refund me the extra postage they made me pay to return the wrong item”

Helpful Report

Posted 8 years ago

“This was my first and my last time ordering from zavvi. Pre order was a day late (other retailers deliver on the day) Also tried to refer a friend using their scheme. When the credit wasn't applied I contacted customer services who first said they have no such promotion or offer. Really? Staff are not aware of the promotions they have. After a week later writing to them they tell me that my friend must have not followed the procedure correctly thats why I have not received the credit. It's a matter of entering a code which is not a very complicated procedure to follow. Generally zavvi is just a bad experience. Customer service is not helpful at all. Seems like copy and paste responses. Why anyone shops here i'll never know. I've requested they delete my account. There are many retailers online that do care about little things like getting pre orders to you on the day of release and actually want to help you when things go wrong. Avoid zavvi untill they value customers. Save yourself alot of hassle. UPDATE: after explaining my issues to zavvi and requesting to close my account I received this message: Thank you for getting in touch about your account closure. I have requested this account to be closed for you and this will be done shortly. 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, Oliver Zavvi.com Customer Service Team Absolutely no mention of why I want to close my account, no apologies and no attempt to remedy my issues and keep me as a customer, this is how much zavvi value YOU! Cut and paste response. Im sure they're a great company when things go as expected. Good luck dealing with them when things go wrong.”

Helpful Report

Posted 8 years ago

Helpful Report

Posted 8 years ago

“Said that they did not receive a returned item. Obviously have kept the item a d my money. Didn't reply at all to my last chaser. Avoid at all costs”

Helpful Report

Posted 8 years ago

“Terrible delivery service, even worse customer service. Not ordering from them again.”

Helpful Report

Posted 8 years ago

“Hi everyone, Zavvi is one of my worst webshopping experience. Preorder 4 items mid-august and dispatched mid-september. Website claims "delivery in 2 to 4 days" (I chose Express Delivery which is not free !). Still no items in my mailbox today. Website support is a joke / Facebook does not answer / Twitter answers (one sentence per hour !) and they explained me that my order can take more than 21 days as it comes from USA !!!!! How can it be possible ? I ordered on a french website in french language. Original seller is in UK but they ship from USA ? With more than 21 days delay ? I opened a case on Paypal (I absolutely advise you to pay with it, more secure...). As a collector, member of many FB groups, I'll never order again or advise anybody to order from them.”

Helpful Report

Posted 8 years ago

“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 9 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 9 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 9 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”

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Posted 9 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 9 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 9 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 9 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 9 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 9 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 9 years ago

Zavvi is rated 1.2 based on 662 reviews