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 would strongly suggest anyone that has ever ordered from Zavvi... especially if you have subsequently received an email stating your order had to be cancelled for some reason, BUT, that your card would not be charged... CHECK your bank statements! This exact scenario happened to me and, boy do I wish I'd done some research on Zavvi before I created an account and placed an order with them. Had I not been the type of person that keeps a keen eye on their bank transactions, I may never have even noticed they'd billed me for what was by that point, a non-existent order as it had been cancelled a week earlier. Technical error they explained in their first response to my querying the unauthorised charge on my card. Mistakes happen... computer systems are not infallible, so... this explanation could be acceptable. However... 4 WEEKS and multiple complaint emails just to get my money back... each responded to by more or less the same line... 'Sorry, we've passed this issue to (insert payments team/IT team/etc) and requested a refund for you again, which should be paid within 3-4 working days'... it didn't fell like incompetence... it felt like a scripted stalling procedure. During the course of this fiasco, I did my research on Zavvi... better late than never, I figured. Wanted to know what I might be up against. I was stunned to discover my problem was not only far from unique, but actually seemed commonplace. This whole experience has left me wondering whether the standard practice at Zavvi is to charge a customer's card irrespective of whether they can fulfil the order and just put up with the customer complaints for at least 1 month on any given transaction, so that the money sits in their account gathering interest while they stall the refund. I wonder how much money is sitting in their bank account at any one time that actually belongs to customers awaiting a refund? I've also noted numerous reports of 'out of stock' order cancellations, swiftly followed by an email to the customer that the item is now back in stock, but unfortunately... no longer at the original price it was when the customer made their original order. So, just in case you've missed the underlying message in my review... Steer clear of Zavvi! They're still in administration (or have only just clawed their way out of it), and I would not consider your money safe in any transaction with Zavvi. Even if they tell you that your order was cancelled and... hand on heart, scouts honour, etc... your card will not be charged for this transaction. If you've already been doing lots of business with Zavvi... check your bank statements carefully.”

Helpful Report

Posted 11 years ago

“THE WORST EVER EXPERIENCE I HAVE EVER HAD. where to start. there ordering system doesnt update so you place your order and then you can e-mail sorry you cant have the item. shocking customer service, it took weeks to sort things out, and they even sent details of my complaint to another customer who was also complaining as the customer e-mail me to let me know. how bad is that. the reviews are totally fake and made up by fake accounts by employees. one item i ordered they sent an e-mail saying that i couldnt have it as there was none left in stock then the next day i received another e-mail saying that it is in stock but i couldnt have at the price i placed my order with(the price advertised) but i could have it at a higher price which was an extra quite abit higher, what a con. 2 items never turned up refund given. the head of customer service lied to me saying he tried calling me but no answer depsite giving me a time when he was going to call so made sure i was free i waited for nearly 2hrs no call, i had no missed calls on my mobile, nothing at all. he eventually called me days later only after i had sent him an e-mail complaining, he even admitted to me they have a small team going onto review sites trying to rectify bad reviews, but how? i will tell you how they are posting fake good reviews how dirty and deceiving is that. I couldnt believe what experience i was having, for a company to get it so wrong is shocking, this was my first order with them, now every review site i got onto is full of bad experiences.”

Helpful Report

Posted 13 years ago

Thanks for your insight for the great posting. I am glad I have taken the time to see this.

Posted 12 years ago

Zavvi is rated 1.2 based on 662 reviews