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

“Please , please be aware that Zavvi is the worst of the worse when it comes to customer care, they will take your money and then lie lie lie. I am £35 out of pocket after returning their goods , they advertised items at a cheaper price and then charged me higher, a £350 order that I cancelled but they still sent it out and overcharged me! Talking to them is like dealing with moronic idiots who read off scripts and just repeat the same useless lines at you. They are super annoying and the worse terrible company to deal with . Please trust me I write this so no one else has to endure what I endured. Ripped off and out of pocket. Thanks a bunch Zavvi!! I hope you go bust and save all honest customers of this world from being ripped off ever again.”

Helpful Report

Posted 5 years ago

“Terrible experience with this company. Started off with a Christmas present which was ordered at the start of December and, despite me asking over and over, they kept telling me it would arrive before Christmas. Christmas eve it was cancelled by them saying they had no stock. January i got an apology email with a 50% off voucher for clothing. Found this couldn't be applied instead of their existing offers, and as 90% of their t-shirts are a 2-for-£20 deal I could only buy one otherwise my voucher wouldn't work. No issue. T-shirt arrives and the print quality is very very bad, it looks like I've printed it with a home printer. The white t-shirt is showing behind, it just looks really amateur. Zavvi agree to a replacement so send me a pre-paid label for me to send it back. My replacement isn't processed and I have to contact them, they ask for my proof of postage trying to insinuate it's been lost in the post despite the tracking showing they have it. Talk to them on live chat and they send another. The replacement is just as bad, and the replacement after that. I talk to them as obviously there's either a bad batch or these are bad products but they don't care! They just want to cancel my order and forget about it rather than tackle the actual issue. I'm on my 4th t-shirt now, and it's just as bad as all the others. They obviously don't care about quality standards or the fact they'll be sending out faulty products to other people too.”

Helpful Report

Posted 5 years ago

“Worst customer service ever. Contacted them whole week to cancel the order but still couldn't do it. Order still eded up despatched week later. Bloody useless”

Helpful Report

Posted 5 years ago

“I waited a month for an item that never came because for an entire month it just said its still processing the order and after 2 weeks i tried to cancel the order but it said theres nothing to cancel but i already paid £30 and i can't get it back, the website is a scam!”

Helpful Report

Posted 5 years ago

“Made an order around 100£ to Zavvi which was returned by Danish customs. Zavvi has been informed by UK customs that there package is returned. 5 weeks later zavvi still insist that the product has not been returned and will not offer a refund.”

Helpful Report

Posted 5 years ago

“Awful company, they ask for proof of postage before acknowledging receipt of goods incase you dont have proof and they can keep the returned item to sell again. Luckily i have this otherwise they wont admit to receiving a return.”

Helpful Report

Posted 5 years ago

“Zavvi is a scam. I ordered some t-shirts from them 3 months ago, but the sizes did not match what was described on their website. I decided to return them and reach out to the customer service. I had to message them for 2 months while being told every time that I will receive an email with the return instructions, after which I finally got a return form and an address. I paid 15 euros to send the t-shirts to the address they provided. According to the tracking of the package I sent, there was no one at that address and since they did not pick up my return package from the depot, it is now being returned to me. The customer service is not helping at all, I keep getting what looks like generic messages whenever I reach out to them. So basically I paid 40+ euros for the t-shirts, 15+ euros for the return, and wasted countless hours trying to talk to the customer service.”

Helpful Report

Posted 5 years ago

“Ordered a hoodie from Zavvi Dec 11th for Christmas present. Contacted their customer service early Jan and they seemed to have missed the order. Finally received the goods Jan 13th. No more business with them.”

Helpful Report

Posted 5 years ago

“Atrocious at customer services and placed an order on the 14/12/19 and its now 10/1/20 and still nothing. They lost my first order and “said” they sent another as a replacement and that was lost aswell ??? sound fishy to you ?? DO NOT BUY ANYTHING FROM THIS COMPANY !!!!!! THEY TAKE YOUR MONEY AND YOU NEVER RECEIVE THE GOODS YOU ORDERED !!!!”

Helpful Report

Posted 5 years ago

“Terrible customer service. Product arrived 3 weeks late and returning the product now seems a fruitless task; clearly designed to make returns impossible. Avoid Avoid Avoid.”

Helpful Report

Posted 5 years ago

“Absolutely appalling customer service - would have been zero stars if possible to award. Christmas present ordered and paid for next day delivery... that was 2 weeks ago and still no sign of it. Zavvi now saying lost in transit and I have completed the form they asked me to more than once, and am still no further forward. I would never buy from them again or recommend anybody do so, as it looks like you will just be set for disappointment and loss of money !”

Helpful Report

Posted 5 years ago

“Wish I'd read reviews first! Hopeless company, "customer services" are a complete misnomer, as they don't read the comments and respond when it suits with generic platitudes. Impossible to get through via phone which suggests they just don't have anyone to respond. Waste of time and completely frustrating. Will never use again, and with all the issues in the retail market will be surprised if they can continue by treating their customers with such little regard”

Helpful Report

Posted 5 years ago

“Ordered 7th December- it’s now 30th December and they are more than quick enough to take customers money but won’t answer (or sorry, can’t answer because they are incompetent!!) WHEN the items you pay for will arrive! Wouldn’t surprise me if they go into administration/ liquidation as they obviously cannot fulfil any of their customers orders! Complete waste of time and complete thieving b*stards!! I’d give 0 stars if I could! Have contacted customer services over 8 times now and each response from these useless people at Zavvi is basically “we can’t answer you so we will fob you off with more lies about printing and not knowing timescales” DO NOT WASTE YOUR TIME OR MONEY!!!!!”

Helpful Report

Posted 5 years ago

“Terrible, took 6 months and multiple chasers to get a refund for an item pre-ordered and not received. Would never use them again. I didn't realise "The Hut Group" bought the rights to the name "Zavvi" when I placed the order, probably as it once had a decent rep now battered by dog sh *t customer service”

Helpful Report

Posted 5 years ago

“Ordered over a month ago! Never write reviews but this company is diabolical! First few items came, still waiting on 7/8 items. Constantly lied to saying been dispatched when I said you could of just cancelled if items not in stock so I could get Xmas presents elsewhere. Now they telling me I need to fill a form as items lost in transit which I know is a lie as they would of sent a tracking number for that many items like they did the first time and they also ensured me postage would be upgraded. I've asked for them just to cancel and a refund, don't see why I should fill in a form when items were never even dispatched. I know things go wrong, I run a business myself BUT to constantly LIE is absolutely disgusting. They could of gone about this another way and just been honest. I want someone to contact me and give me a refund. I've had enough and WILL NEVER use zavvi again, neither will my partner who orders quite alot of blu rays/steel books. Should of just cancelled and refunded people zavvi when u couldnt fulfill orders. Even today, a month later the lies continue. Stop holding my money and give it back. Everyone else should try cancel their orders too, wouldn't trust this company at all. Worst customer service I've ever received. SHOCKING”

Helpful Report

Posted 5 years ago

“Absolute rubbish. No product. Money taken from my account. Non existent customer service. Diabolical and would avoid like the plague. Very disappointing.”

Helpful Report

Posted 5 years ago

“Rubbish Absolutely disappointed with this service have no easy way of contacting them. Placed an order of December 11th was told it would arrive before Christmas, the order wasn't dispatched on the correct date then the whole order was cancelled. None of the customer service knew what was going on. Stupid never order from this place if they can't keep up with orders. NEVER AGAIN!”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs! Orders placed weeks ago never get dispatched. They send you generic responses without really reading your complaints and excuses such as "having too many orders on their backlog" as the reason for dispatch delays. Terrible customer service, don't bother with them.”

Helpful Report

Posted 5 years ago

“Second time I have ordered from Zavvi. Never arrived on time. Second time order has not arrived. Ordered Christmas products around Black Friday. Been chasing this up for the last week or so. Being fobbed off with apologies. Received email on Christmas Eve stating they won’t be able to deliver the parcel in time. Waste off time. I won’t be ordering from them again.”

Helpful Report

Posted 5 years ago

“Horrible customer service service, straight up copy & paste answers and they dont really read what you are writing. No will at all to try to solve any issues with my parcel. The parcel came damaged and opened, missing items. Lies about replacement order, never got any updates on that one. Suddenly they cancelled the replacement and says they will refund.. (I cant wait, it was a free poster, so I guess the refund will be 0 punds) LOL. Never ever gonna use these guys again, packs coffe mugs in plastic bags. I have openened a issue through Paypal, only way I guess to get some kind of refund.”

Helpful Report

Posted 5 years ago

Zavvi is rated 1.2 based on 655 reviews