Zavvi Reviews

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

1.2 Rating 666 Reviews

4 %

of reviewers recommend Zavvi

1.2

Based on 666 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

“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

“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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 years ago

“Thanks to the experience I have had with Zavvi I will never be using them again. I made a mistake during my order by selecting the premium postage option and IMMEDIATELY chose to cancel my order to correct the mistake. Of course, they sent me an automated email that said they couldn't cancel my order, no reason stated, only that they were going to send it anyway and I could return (no indication if this would be at my own expense) it if I didn't want it. What is the point of giving the option to cancel if that option doesn't actually exist?! I also previous tried to leave my negative review on another site (rhymes with dust, flies a plane) but they deleted it. Very angry and disappointed overall.”

Helpful Report

Posted 9 years ago

“Preordered Dark Souls 3 well in advance. Delivery time is currently set at approximately 5 days after the release. What is the point of preordering if it doesn't arrive day one? I've bought the game from GAME on the highstreet and am sending their copy back for a refund when it arrives.”

Helpful Report

Posted 9 years ago

“Preordered Dark Souls 3 with them and my copy never got dispatched along with 200 other people that ordered it, Zavvi are amateurish at best and diabolical at their worst i've had more competency from Ebay sellers with 0 feedback as it is utterly unacceptable that that a company that rose from the ashes of virgin megastore has fallen so far as to take money for a preorder and not have the item in stock to back it up, could it be that this wounded limb of the Hut group doesnt have the cash flow to keep stock, is it having to take money from consumers to fund its existence, if it is then i feel sorry for it and really it should close its doors. Also dont hold your breath if you have a problem with your order, they dont have a customer support team just a twitter bot that spews out "Could you DM us your order id so that we can help you" and then silence buy from the big guys in the e-commerce world or just go with some third party seller.”

Helpful Report

Posted 9 years ago

“DO NOT!!! buy from this company the service is so poor and the staff are just disgraceful they dont treat any customer with respect they treat you like rubbish of the bottom of there foot in my experience this company should not even be aloud to sell anything it should be knocked down it takes me 3 days before i get a reply to a question in a email about my order also i have had my order wrong about 5 times i have proof of one mistake an executive made in an email so i complained they said oh we dont have it on record so i must be lying i have the proof in my email i told them that sent it to one executive and she said i will send you a past zbox free of charge for the confusion and compensation never happened dont trust them they will just keep letting you down over and over again i think this company should think about closing down with the amount of bad reviews its got its disgraceful they dont care one bit about your order and customer service think they need a few lessons on how to treat a customer right and give better service but that will never happen because there attitude towards you it sounds like they dont care PLEASE DO NOT BUY FROM THIS COMPANY ITS BAD REALLY BAD !!!!”

Helpful Report

Posted 9 years ago

“I made a mistake by cancelling an order 5 minuites after I made it and re ordering it again with the correct potage on it , that was the only problem with my order , They emailed a hour later to say that my cancellation had failed so I then had two orders for the same thing in the pipeline that I could not cancel , Emailing them is a pointless exercise , I have already received the first order that I had cancelled and now the 2nd order is coming , so I will have been charged twice for the same thing and have two of them , there only reply is to return the item to them which I'm assuming will cost more postage , Amazon would not do this and you could talk to them , this lot are impossible to talk to and communicate with .”

Helpful Report

Posted 9 years ago

“Oh look another website that shows the true customer service levels of Zavvi! Poor! Paid for next day delivery at 6pm, they advertise order before 9pm and it will be there the next day. They didn't even dispatch it. No customer service phone number. Social media response poor. Email responses - none! Just avoid them.”

Helpful Report

Posted 9 years ago

“Asked for a refund after they sent the incorrect item. Took 8 weeks to sort. Excuse after excuse but at least I eventually got my money back. They need a new customer service IT system.”

Helpful Report

Posted 9 years ago

Zavvi is rated 1.2 based on 666 reviews