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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought an expensive Lego product. Some time after it should have been delivered I realised I hadn't seen it so I checked my order and the tracking via Royal Mail only to find out that it had been undelivered and returned to Zavvi. I had received ZERO notification from Royal Mail or Zavvi themselves who now had my item back. The item is still in stock on their website so I asked them to re-send it OR refund me. Instead they refused and said that because the order is more than 40-days ago they would do nothing. Let that sink in. Royal Mail failed to deliver and returned the item (I had never even seen it) and they are exploiting the situation to keep the item and my money. I don't even know how this is legal. I am seeking advice.”

Zavvi 1 star review on 17th December 2022

Helpful Report

Posted 2 years ago

“I am another customer who shopped at this disgraceful company with the exact problems below. Ordered an item for Christmas, paid and never received a confirmation of my order. I tried to contact them via customer services and given a false order number. They say they can't find my order, which I have paid for. I have now bought the item again from a reliable on line company which I received the next day. I am going to report Zavvi as a company which should not be trading, taking money and not providing the goods”

Helpful Report

Posted 2 years ago

“I ordered an in-stock product in November 2023 as a Christmas present, with plenty of time for it to be delivered regardless of the UK postal strikes. It has now been three weeks since I placed my order and it has yet to be dispatched. Their customer service team really couldn't care less. They all provide the same scripted response without being of any help. I may as well speak to a brick wall.”

Helpful Report

Posted 2 years ago

“As I've written on this site before, Zavvi is great when no issues arise. When there are problems, however, customer service is useless. I've had to deal with them a few times and am convinced they just cut and paste responses ( which may or may not be relevant) so the next representative has to deal with the issues. Depending on what the issue is.. damaged goods, unshipped goods, etc, my advise is this. !) Call your credit card company. File a claim and get a claim reference #. 2) Call the shipper ( ie Fedex, UPS, etc). File a claim and get a claim reference #. 3) Reference these claim #s when messaging or live chatting with representatives. 4) Take screenshot of ALL messages and download transcripts of ALL live chats. 5) The feedback email to the hutgroup doesn't work. Mailbox was full as of 12/13/2022. Instead, email the CEO at matthew.moulding@thehutgroup.com 6) When I contacted the CFPB ( Consumer Financial Protection Bureau,) I was told to contact the FTC ( Federal Trade Commission.) You can file a claim/ask for advise as they handle internet retail services. https://www.ftc.gov/”

Helpful Report

Posted 2 years ago

“Delivery issues. Contacted support via the only method available (Online). Absolutely poor service, no ownership of issue. As it Hoppens's they just forgot to send the item. No details when it would be received.”

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Posted 2 years ago

“My daughter pre-ordered a DVD in Late May. It arrived early November. It was faulty so she was legally entitled to a refund or replacement. Had to go through their chat line who are basically there to thwart you and was unable to resolve this issue or even get them to raise a complaint or investigate. Why haven't Trading Standards looked into this company and sorted them out?”

Helpful Report

Posted 2 years ago

“I got twice damaged Lego products. Trash company”

Zavvi 1 star review on 28th October 2022

Helpful Report

Posted 2 years ago

“Complete scam tried to order from them and pay by afterpay but the zavvi declined it then tried to get me to email them my card details. Don't shop with them you've been warned”

Helpful Report

Posted 2 years ago

“Took ages to dispatch my order, I contacted them to ask what was happening and was told they are having warehouse difficulties, when asked do I still want the goods or do I want a refund so I said I want a refund (on the account it still said processing so it could have still be cancelled) I was told I would get the refund on my original payment, a few days later I received order so wasn't cancelled like I was told. Negative thing is I don't agree with is they give you a returns label which isn't what it is, you have to pay to have it returned, so why a returns label? And they don't want to reimburse you. So won't be ordering again from this company again and will be finding a way to make a complaint about them. Total lies and cons!”

Helpful Report

Posted 2 years ago

“Numerous issues with an order that I placed from these shysters. Every updated delivery date missed and total BS from customer services. Seriously, really not worth dealing with this company, better to use a reliable company even if you have to pay a little bit more. It'll be worth it in the long run....”

Helpful Report

Posted 2 years ago

“2 times I've used this website, first time I waited 2 months for my order to arrive (had to contact directly to get to know that). Second time my order was cancelled and on other website during time it took them to inform me, item sold out. Not planning on using them again.”

Helpful Report

Posted 3 years ago

“Terrible company lies. Promised a refund after being messed around then item sent when was unwanted. Poor customer service”

Helpful Report

Posted 3 years ago

“Bascially, ordered some marvel stuff off the website at a pretty good price, there was no indication it was out of stock (many things said "out of stock" and the thing i ordered said "quick buy") so i put my order in, 3 days later still no dispatched email, so i messaged them asking why it wasnt dispatched yet, i got a 3 paragraph long email explaining how they didnt have any stock in and theyve spoke too their supplier and they dont even know when the stock will be in again and said i can either cancel the order or wait till they maybe get more stock in, could be a month, could be a year, noone seems too know, so why not just put on the website as "out of stock" since it clearly is, theyve took money, bank details and addresses for somthing they dont even have, pure scam if ive ever seen one, dont order from these, if the price seems too good too be true dont fall for it because it most likely will be. If you see this just forget about zavvi and order from ANYWHERE else”

Helpful Report

Posted 3 years ago

“Even though the packages were labeled with the correct delivery address, the delivery company lost the packages. I immediately contacted Zavvi, and provided documentation from the delivery company where they admitted they were at fault. Zavvi made me wait almost two months, stating they were conducting their own investigation. Which I can't understand since the delivery company admitted fault. Zavvi even made me complete a declaration stating I didn't receive the items. After contacting Zavvi multiple times, via their online message service, I was finally offered a refund or replacement. I requested a refund, but to only be sent a message that the products were going to be replaced and sent out to me. Not what I asked for. Again, I messaged Zavvi, requesting a refund as per my request, where they stated the items were in the dispatch process and cannot be cancelled and if I want to return the items I have to pay for postage and insurance.. Truly poor customer service.”

Helpful Report

Posted 3 years ago

“Ive had almost the exact same experience as the the below review someone else posted a month ago (copied and pasted at bottom). Only difference was it was a different product. They said 3-5 days refund. Then asked for PayPal and it'll take 2 weeks. Money never arrives and then they fob you off with generic customer service agents again. Awful company and seems they do have a deliberate method of stealing your money as it looks like I'm not the only one. “Pre ordered pop figures, they have been released for general purchase and still nothing from zavvi despite chasing since September last year. In April I cancelled the order, was told 3-5 days for a refund. Never came, so I chased and was told 7-10 days through PayPal. It’s now been over a month (May30th) and I’m still being told I’ll receive it shortly. Avoid at all costs, they will take your money and happily keep it.'”

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Posted 3 years ago

“Awful customer service, no phone number to contact them on (in the 21st century) and fails on promises. Paid for delivery within 2 days, got it delivered a week after this. Too late for the concert I was going to. Asked for cancellation, denied and still charged me. Not bothering getting a refund from returning as couldn’t possibly interact with this embarrassing company again. Awful, awful and awful. Please SHOP ANYWHERE ELSE”

Helpful Report

Posted 3 years ago

“Pre ordered pop figures, they have been released for general purchase and still nothing from zavvi despite chasing since September last year. In April I cancelled the order, was told 3-5 days for a refund. Never came, so I chased and was told 7-10 days through PayPal. It’s now been over a month (May30th) and I’m still being told I’ll receive it shortly. Avoid at all costs, they will take your money and happily keep it.”

Helpful Report

Posted 3 years ago

“Avoid avoid avoid. Worse service I have ever experienced. Hermes delivered the the wrong address. They confirmed they lost it. I told Zavvi who spent ages waiting to reply, and then after I asked for a refund, said they would send a replacement, despite me saying the birthday had past. And I am to return the replacement. Seriously? So incompetent”

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Posted 3 years ago

“I wanted a refund as they cancelled one of my items I messaged 12x only 1 response I said I'm getting the police involved as I spent 31.99 on a birthday gift for a friend I messaged them horrible customer service”

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Posted 3 years ago

“I read the reviews so didn't order. yahhhhh! scam scam scam you bad peple !”

Helpful Report

Posted 3 years ago

Zavvi is rated 1.2 based on 662 reviews