Zavvi Reviews

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

1.2 Rating 655 Reviews

4 %

of reviewers recommend Zavvi

1.2

Based on 655 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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"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

“They are unbelievable bad the worst CUSTOMER SERVICE EVER MET. I ORDERED a bluray collection of harry Potter and I saw immediately after purchase there are not greek subs. I opened immediately a thread to cancel order and refund I sent to the site and messenger they ve replied on both sections that they ll cancel and refund. But instead 2 days after they shipped the item I ll move wit a lawyer against those scammers and I ll never buy a cent disgusting zavvi”

Helpful Report

Posted 4 years ago

“I ordered a large range of things from Zavvi on 28/07/19 including a pre-order for a Quantum Mechanix Q-Fig that was meant to be released on 30/07/19. I have then heard nothing about the delaying of the release date from Zavvi and it has been over a year, I contacted them in regards to my order on 18/08/19 and received a reply from one of the Customer Service team named Niamh who explained it had been delayed due to manufacturing and this was acceptable and understandable. I then left it for almost a year and contacted them on 16/08/20 to cancel my order as it had been too long and frankly I needed the money. I asked fro details on how to cancel my item and Fahim (the new Customer Service member) gave me no details on how to cancel and in fact just told my to wait. I was also cancelling due to moving house and the fuss it would cause to have a parcel that may or may not ever arrive at my old house. On the 05/10/20 I asked them if I could change my address for the item at which point I got a message from a man named Josh who told me this was not possible as I was still 'mid-order' despite my order taking over a year. Josh unhelpfully explained 'Youll have to arrange to collect it off the new owner.' Which for customer service is awful - they clearly do not care about their customers. I have tried to be sensible and nice about the customer service team and the order but Zavvi keep passing the responsibility. At this point I am not worried about the money and just want the order cancelled - the order is not even on their website any more and therefore, it appears the product no longer exists (certainly to buy) - It is the Aquaman Comics King of the Sea Q fig which I paid £14.99 for. I feel extremely let down by Zavvi and the THG group for appalling Customer Service.”

Helpful Report

Posted 4 years ago

“I made a large order with Zavvi, but unfortunately I had to return 2 items. The original request was to have two shirts I ordered exchanged for a different size and so far the money for one shirt has been refunded, the other shirt has disappeared, I have been told that a shirt which I never returned cannot be refunded due to damages and I have been replied to in a language I do not speak or read (in Dutch). Mails that I sent to Zavvi's customer service were answered with copy/paste answers. I specifically asked that someone actually reads my previous emails, but almost every time received an irrelevant answer. I tried their social media channels, and was told to send them a DM (this is all for show on their part, as my DM has never been answered) I will never order from them again. Oblivious customer service. This is really poor of Zavvi. It used to be different.”

Helpful Report

Posted 4 years ago

“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.”

Helpful Report

Posted 4 years ago

“Placed and payed my order on Sept. 5th. the website said 2 to 4 days shipping. 9 days later I got an email saying my order will be here between Sept 22nd and 24th. Yeah 2 to 4 days my ass.”

Helpful Report

Posted 4 years ago

“I ordered from Zavvi before and never had a problem. I ordered 3 t shirts and two mugs 5 days ago. On my confirmation email to say that my orders have been confirmed its says usual dispatch in 24 to 48 hours. I just check on my account to see what date it should arrive and its still says still processing order. I know we are in strange times and this is a bit petty complaining with everything else that is happing in the world at this moment. But how long does it take to put a couple of t shirts and mugs in a bag and send them off. When it tells me on my order dispatched within 24 to 48 hrs. This would never happen on amazon. It would be a nice thought to have a email from head office to say there is a bit of delay or anything would be nice but nothing. It will make me think twice using them again.”

Helpful Report

Posted 4 years ago

“Placed an order over a week ago with 2 - 3 days delivery, order has still not been shipped a week later. No response from email sent in to customer service, had to resort to facebook messenger to communicate which was in its self very slow. Nothing but excuses of "we're very busy" and "we're sorry" which then changed to "we're looking into it and dispatching urgently for you"... I then left a 1 star review on trustpilot to which they responded saying they're awaiting stock from their supplier.. which is strange since I was not told once the items were out of stock while ordering, or while contacting customer service, and are still showing as in stock at time of writing. The "customer service" team are about as inept as a damp towel putting out a forest fire at this point.”

Helpful Report

Posted 4 years ago

“Has to be said Has to be said, zavvi are robots and very keen to take your money and not inform you stuff is out of stock. Then they make you wait 3 weeks to chaise a delivery that clearly has never turned up, then they use those scripted replys like they are copying and pasting every message. Very poor, I'm still without my product, and without a refund, I have used zavvi for years.Now I will look elsewhere”

Helpful Report

Posted 4 years ago

“Pre-ordered (months in advance) an extremely-limited edition BBC radio show on vinyl. After nearly a month past the initial release date went by (I've been making an effort to be patient during all the COVID madness), and noticing that the Zavvi web site now stated this album was out of stock, I reached out to customer service. The response was that this item was currently out of stock (no kidding?), but my options were to either cancel the order or wait for more to come in (not going to happen as this was a limited-availability item). Luckily I was able to order the item (cheaper) from another online retailer. Highly disappointed with this experience.”

Helpful Report

Posted 4 years ago

“Do I have to give 1 star? I wish I didn’t. Placed an order. Paid, received a confirmation code. No update for days on a 3 day shipping promise. Their response: “our intenrnal team canceled this order.” What?! Why? No explanation or nothing from them. Do not use their service.”

Helpful Report

Posted 4 years ago

“Order in May 2020 still nothing recieved in August 2020!! This is a disgrace! No customer service help what so ever!”

Helpful Report

Posted 4 years ago

“these guys are con artists, we could give 5 star for their fraudulent ,they did not full fill my order and they said it is my fault because I entered the zip code wrong , I did not entered my address wrong in my whole life time , basically they don’t want to full fill the order and want to charges us , stay away from the site , I wish I could give them 0 stars or negative but I could not”

Helpful Report

Posted 4 years ago

“Stay away. Zavvi did not fulfill my entire order and refused to do so. Will not admit their mistake or honor pricing of items on their own website! Shipping costs were hidden during pre-order. Cant tell you to stay away enough.”

Helpful Report

Posted 4 years ago

“I would like to inform you that I have initiated proceedings for its illegal and abusive operation Zavvi.com with the police, the judiciary and the bank.”

Helpful Report

Posted 4 years ago

“I ordered a product on Sunday, but for very genuine reason, I had to cancel it. Despite contacting customer service on Sunday evening, and again on Monday, they told me the order could not be cancelled (even though it had not been shipped). On Tuesday I received notification of shipment. What a total waste of time for all parties! The inability to cancel an order before it's shipped is ridiculous! Never had a problem with Amazon! I won't be going back to Zavvi any time soon.”

Helpful Report

Posted 4 years ago

“Awful. Will not give me a refund as they say they have wrong email yet I received item. Terrible to communicate with.”

Helpful Report

Posted 4 years ago

“I ordered a Funko Pop figure in March with a quoted May delivery. The first time I enquired, I received a generic 'unprecedented level of orders, blah blah, blah' reply. The next time, I was told that it was 'in the despatch process'. A month later, when it still hadn't arrived, I was told that the release date had been put back to the end of August, which makes it hard to see how it could be in the despatch process. Why couldn't they be open about this before, instead of telling me things which clearly aren't true? Avoid!!!”

Helpful Report

Posted 4 years ago

“I paid $54.98 on June 4, 2020. They claimed to have "dispatched" my order, but I never received it as of 6 July 2020! Do not deal with these people! Fraud is a felony in the US!”

Helpful Report

Posted 4 years ago

“If I could give this company 0 stars I will they have still not dispatched my order I placed online they are making the same excuseS warehouse are processing it I cannot believe it I wish I had seen these reviews before I regret buying from them their really are a terrible Company Iv never come anyone so unprofessional like that online I’m definitely going to report them to my bank if they don’t Send me the order ....free advise stay away from these scammers”

Helpful Report

Posted 4 years ago

“Item arrived damaged to to flimsy box and no protective packaging. Seeing this is an 60 pound item you would expect better. Outer box had large rip and even sweet wrappers at the bottom. Contacted customer service who were less than helpful offered me a refund to barely cover postage. Not my first time Zavvi had given me problems but this experience is terrible avoid at all costs I will certainly not shop with them again”

Helpful Report

Posted 4 years ago

Zavvi is rated 1.2 based on 655 reviews