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

“Absolutely disgusting behaviour with incompetent customer care. My order consisted of two sizes of the same t-shirt. For some stupid reason they are claiming the payment hasn't gone through on ONE of the items (even though it was in the same order!). In order to resolve the payment issue they were requesting full payment again. (Despite telling the online chat representative that i can see the payment on my statement). After asking to cancel he only cancelled one item, not the other one. I was then told he cant cancelled the other one that the payment has gone through on. I said I needed both or nothing. He told me to buy it again...I went to buy it again and he said it was out of stock anyway. I honestly couldn't believe it. I escalated it and asked for a formal complaint to be put through. I get a call by an absolute idiot who not only struggles with basic logic and I am fuming right now. He was so stupid and didn't understand the basics of an order that I had to hang up.”

Helpful Report

Posted 6 years ago

“I've been buying Steelbooks and collectibles from Zavvi for about 4 years and have never had any issues. Always in great condition and arrive promptly. The only thing that suffers is my wallet”

Helpful Report

Posted 6 years ago

“Kept cancelling my order and blocking me from my account because paypal issued a refund for a missing item when they refused. They made it impossible for me to access my account, so I had to make a new account. Then they blocked me from that and from access to new orders I had placed and to the payment method, making this underhanded action a security risk to me. I then asked them to cancel the current order as I couldnt access it and felt this breached the security of my payment. I was told they will respond within 24 hours. What unprofessional muppets are running the security on this site? Bad, bad, bad. Not even one star.”

Helpful Report

Posted 6 years ago

“Criminals!”

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Posted 6 years ago

“Batman statue advertised a size of 36cm when it arrived it was 26cm tried to find out if i had right size item 4 different people gave me 6 same options so still no further forward after numerous emails and 6 days i got fed up and gave up shame as their stuff is great but sorting out problems is a joke.”

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Posted 6 years ago

“Their subscription boxes are a joke. Never got decembers January's didn't come until beginning of February Februarys hasn't arrived yet and now they've just taken payment for march? Quick to take the money but not quick at delivering the product”

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Posted 6 years ago

“Cant do the most basic of operations for a trader, change an address on an order before it's even arrived in their warehouse, something that's standard practise and has been for decades.”

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Posted 6 years ago

“I pre orderered harryvpotter ultimate edition last year in September for a Christmas present was told would be here for Christmas then to be told would be January then Feb taken mineybout of my account last week for this item which was despatched on Friday would take up to 3 to 5 working days for delivery now to be told was shipped from us not uk and could take up to 20 days I’m utterly disgusted as this should r be happening I won’t be ordering front them anymore i have been online to them on numerous occasions and just seem to be getting excuse after excuse all the time nobody can tell me what’s happening as they have no tracking service and we can’t soeak to anybody because they have no telephone number to contact contacted them again today to be told a supervisor would be emailing me no way off knowing where my parcel is or when going to be here just guessing fames all the time still waiting on delivery”

Helpful Report

Posted 6 years ago

“ORDERED A COLLECTORS STARWARS ITEM WORTH OVER £100, TWICE I WAS SENT A USED/RETURNED ITEM. THIS WAS SUPPOSED TO BE SEALED, IT TURNED UP WITH ALL THE WAX SEALS BROKEN, PACKAGING RIPPED, NEVER AGAIN WILL I BUY FROM ZAVVI, ITS A LOAD OF CR*P”

Helpful Report

Posted 6 years ago

“Paid for next day delivery still haven’t got the item yet, four days now!”

Helpful Report

Posted 6 years ago

“Order cake way after it said it was going to and customer service is horrible and not very accommodating at all. Couldn’t even get my money back for something I never opened because of an error on there side. Very disappointed would not recommend ordering from them”

Helpful Report

Posted 6 years ago

“Ordered a Bluray set from them. Next day I realized that the person I bought it from had the set already so contacted them about what I could do about returning the item once it arrived. They wouldn't even communicate with me - claimed the order came from another account on their UK site even though I logged in and communicated with them solely from the links in my order e-mail. They wouldn't provide me any means of direct contact, I could only use their online system and they stopped responding after I asked them multiple times to direct me to where they would resolve the issue. Normally, I would continue to pursue a company up until the point of legal action. The fact that they are apparently located in the UK (and away from US legal authority) and the fact that they simply refused to even respond made it very difficult. I ended up selling the item locally for the price I paid fairly quickly and so it is not worth my energy to pursue. I highly recommend everyone stay away from this company, they have absolutely no customer service and will not respond with anything constructive. Oh - not to mention package arrived 2 weeks after the tail end of their delivery window.”

Helpful Report

Posted 6 years ago

“Ordered little boys main present on the 18th of November and as to date still nothing no parcel no refund still under investigation so they say thanks zavvi for ruining my boys Christmas as carnt get one now as you've messed me about and I'm 100 pound out of pocket disgusting service. Your customer services is shocking but like the rest you don't care”

Helpful Report

Posted 7 years ago

“Ordered my item and advised item usually dispatched within 24 hours later, still waiting for my item 4 weeks later. Customer service is shocking and they won't refund or investigate until the end of Dec. Not helpful when the present is for Christmas”

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Posted 7 years ago

“so i got my items badly damaged due to extremly awfull packaging, they sent me a tin metal box COLLECTORS EDITION in a buble envelope and a star trek big box in another bubble envelope , so obviously they arrived extremely damaged, i sent pics to proove it. I contacted customer support and they said if i would like to keep my items they you offer me a lousy 10% refund or a replacement. ( i paid 60 euros in total, so 10% would be about 5 or 6 euros, for completly wrecked box sets) so i said i would need a better refund then that, they ofered me 30%, so i decided, well its still so low id rather a replacment, so this time they said if i wanted a replacement i would have to send items back. Clearly that was not in the first offer. so things from zavvi usually take about 3 weeks to arrive to me, i would have to send highly damaged items back, pay to send them back, wait weeks for them to arrive, a few more for them to sort things out, and a 3 more till they new ones arrive to me, with no guarantees they would arrive safe. this is the worse customer support i have ever seen and will never buy again if they dont solve this fairly. its not my fault item arrived to me wrecked due to ridiculous packaging , these were suposed to be christmas presents, now i have to buy new presents, loose money ,patience and credibility in this company. AVOID, if they mess up, YOU LOOSE and they dont give a damn. EDIT: after days of email swapping contacted customer support live chat and got a 50% refund .. for 2 limited edition items for collectors. Not completly fair considering the damage. I WOULD STILL NOT RECOMEND THIS SITE TO ANYONE, if it arrives damaged YOU WILL HAVE TO FIGHT AS MUCH AND AS HARD AS YOU CAN to get an almost close to fair compensation for the mess they caused.”

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Posted 7 years ago

“The absolute worst company for service you will have the displeasure of being involved with. Do not order seasonal, time sensitive or promotional materials from them, as they will be very late, the general standard for their delivery anyway, which is ridiculous considering how much their delivery costs. But if they have out of stock items they will send you the wrong, but similar product, to secure your money and then demand you fill out their ridiculous returns forms (which they send incomplete and missing everything you need) if you have the cheek to point out their errors. Worst service you will ever receive. I was mugged once, which was an altogether more pleasing experience than dealing with Zavvi.”

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Posted 7 years ago

“this company is a joke , order on black friday got xmas calender marvel and a mystrry box , low and be hold there is no mystry box and they have only just told me 3 weeks later absalute joke of a company alwys let people down , customer service is a joke , if i didnt ak where my item was they wouldnt of told me ..... i beg you all to avoid this company as they will ruin everything and not take responsibility”

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Posted 7 years ago

“Exceedingly poor customer service. I will never buy from them again.”

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Posted 7 years ago

“I ordered 6x John Carpenter Limited Collector's Edition 4k Blu-Rays, which are £30 each and they sent them out in jiffy bags, which offered very little protection for the items. I ordered 2 of each of They Live and The Fog Collector's Editions, one set was slightly damaged but just about passable, the other set didn't turn up. Replacements were sent and they were both badly damaged. I am still waiting for them to be replaced, 3 months after placing the original order!! I had also pre-ordered 2 copies of the Escape from New York Collector's Edition. Both copies were damaged. Replacements were sent (in jiffy bags again) and both of them were also damaged, even after I said numerous times that jiffy bags are not good enough to protect the items. The worst part is that they were not listed as Limited Editions and I have now been told that they can't get any more stock. Nowhere else has stock either. So their incompetence has resulted in me not being able to own all of them. I should have ordered from HMV or Amazon and will do so in future.”

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Posted 7 years ago

“Pre-ordered a item for my son's Christmas present on the 24/9/18 and after 2 whole months got an email saying it had been sent 24/11/18 it is now the 7/12/18 and has been marked as sent for 13 days and nothing has arrived!!I contacted customer service who said they would try to find my order after the 25/12/18(after Christmas) this is my first and last order with this pathetic company and I am contacting head office at zavvi and a trading standards officer about this,I will find the cause of this error and make sure whoever is responsible gets punishment”

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Posted 7 years ago

Zavvi is rated 1.2 based on 666 reviews