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jr129389banned#1
A lot of people have just had the doctor who misprice despatched, so there will be a good feeling about this company...
rockatin#2
ordered about 4 things recently
everyone is now a back order
jester1470#3
I've had a lot of problems with Zavvi of late, ordered a DVD boxset off them - Stargate SG1 (£170), they took the money 6 weeks earlier than the release date, with no warning leaving me in real financial difficulty, unable to get any money out and overdrawn, it then took me 10 days to get them to refund me and it was only when I threatened legal action they did, in that time I had several DD's bounce and it caused me a lot of hassle and worry. I couldnt get throguh on any phone number and they never answered their mails until I tracked down a direct email address and threatened them with legal action. Really unimpressed with them.
BristolDeal#4
The trouble is that a lot of the deals that are posted for Virgin/Zavvi are relatively 'obscure' things, or random mis-prices of back catalogue items. Their warehouses are not going to be full of tens of thousands of copies of something buried deep on their website, it's not the latest Harry Potter DVD.

A lot of the deals are for items that people wouldn't be buying normally, and are only doing so because they're unexpectedly cheap. I don't think it's fair to expect any retailer to suddenly cope with a deluge of orders for something they might have 10 copies of and which they hadn't sold a single copy of for the past 6 months.
Alfonse#5
BristolDeal
The trouble is that a lot of the deals that are posted for Virgin/Zavvi are relatively 'obscure' things, or random mis-prices of back catalogue items. Their warehouses are not going to be full of tens of thousands of copies of something buried deep on their website, it's not the latest Harry Potter DVD.

A lot of the deals are for items that people wouldn't be buying normally, and are only doing so because they're unexpectedly cheap. I don't think it's fair to expect any retailer to suddenly cope with a deluge of orders for something they might have 10 copies of and which they hadn't sold a single copy of for the past 6 months.


Its completely fair criticism either you're able to supply the goods or not, you certainly don't take money for products not sent out, and for not being able to contact them is also just poor buisness, avoid...Overclockers returns was this bad too.
BristolDeal#6
But it's an automated payment system, there isn't someone sitting there with a little machine tapping in all your credit-card details. I'm sure it takes a while for them to go through the process of realising they can't fulfill an order, then going back to the orders department that deals with it, who then have to contact the payments department, etc. Then there are the turnaround times the payment company will have to do refunds...

People just seem to expect to be able to make one phone call and see the money back in their accounts in 3 minutes flat, and it just doesn't work like that.
Alfonse#7
BristolDeal
But it's an automated payment system, there isn't someone sitting there with a little machine tapping in all your credit-card details. I'm sure it takes a while for them to go through the process of realising they can't fulfill an order, then going back to the orders department that deals with it, who then have to contact the payments department, etc. Then there are the turnaround times the payment company will have to do refunds...

People just seem to expect to be able to make one phone call and see the money back in their accounts in 3 minutes flat, and it just doesn't work like that.


Well yes you should and with decent companies you can and do, I did this with my mortgage, car, debenhams, high street stores, argos, play, abel and cole etc etc etc. I expect the law to be abided and also good customer service gets me coming back to spend more money. Sorry I don't deal with tinpot c-rap companies that offer awful after sales services, left many a company because of that.
jester1470#8
But then the automated service shouldnt be taking money before something is found to be in stock and despatched, and in my case certainly not 6 weeks before release of the item (I should also mention 4 weeks after the initial order was placed) - ther doesnt seem to be any excuse for that, £170 is a lot to disdappear from my account 1 week before payday with no warning). As for other orders there are many vendors who dont takethe money from the account until the order is sent, they could do the same.
BristolDeal#9
If you can't afford it, don't spend it. :)
hottoshop#10
Whilst not advocating a ban I have to admit that Zavvi appear to have major problems with online sales and customer service at present.

I pre-ordered the new Zelda game for the DS way before the release date of 19th October which still hasn't arrived. Trying to query why the order hasn't been fulfilled has been a nightmare with Zavvi customer service not answering queries both through the site and email.
When they did answer they blatantly lied and wrote a load of nonsense about not being supplied by manafacturer etc etc. They then told me there was a problem in the warehouse and finally that the item was being dispatched yesterday.
It hasn't been !!
They also debited my credit card on 26th October. Virgin have never applied this practice before to pre-orders.

I actually went into one of their stores on Saturday to see if I could get any info on the Website operation and the manager who I spoke to appeared quite upset by what I told him and was at a loss as to what I could do. He could only supply me with a different Customer Service phone no.

Regretably this is not the first problem in recent weeks otherwise I wouldn't mention it.
Green Wing took ages to come and has arrived with faulty discs.
Curb Your Enthusiasm ordered on a 1-2 day delivery schedule and then immediately slapped on back order even though the store had masses of copies so there can't be a supply problem.

I really want to place more oders with Zavvi because their pricing is good but I have now stopped.
Anyone got any contacts in Virgin/Zavvi who might be abe to answer questions ???
Goldstink#11
:giggle: BristolDeal do you own or work for Zavvi !!!
jester1470#12
BristolDeal
If you can't afford it, don't spend it. :)


I could afford it or I wouldnt have bought it, I just didnt expect the money to be removed at month end with no warning when they state they dont take money until they ship and it isnt due out until December the 3rd.
BristolDeal#13
Goldstink
:giggle: BristolDeal do you own or work for Zavvi !!!


No, I just get tired of the endless whinging on this place, with everybody thinking they're being hard-done by! :giggle:
jester1470#14
BristolDeal
No, I just get tired of the endless whinging on this place, with everybody thinking they're being hard-done by! :giggle:


So that means you think its OK for a company to take money from your account 6 weeks prior to when they say, and then not answer calls/emails for a week ?
hottoshop#15
BristolDeal
No, I just get tired of the endless whinging on this place, with everybody thinking they're being hard-done by! :giggle:


I understand what your saying and partially agree Bristol but in this case I think you've chosen the wrong thread.
There definitely are issues with Zavvi and they aren't providing the service that Virgin used to.
Perfectly reasonable for HUKD members to discuss that don't you think ? :)
BristolDeal#16
jester1470
So that means you think its OK for a company to take money from your account 6 weeks prior to when they say, and then not answer calls/emails for a week ?


Well they say

[SIZE=2]Payment is not taken for any orders placed until it is confirmed as ready for despatch.

So maybe they've got it in the warehouse but can't send it until nearer the release date?
[/SIZE]
Carterman#17
IMO Zavvi / Virgin are best left on here but threads could contain a warning disclaimer about the poor customer service.


Having had a lot of problems (some of my orders still aren't sorted out) I understand that they have a poor level of customer service BUT on the other hand they are one of the only retailers out there that consistently honour 'mispriced' items. Sure it might take a few weeks to get your 'bargain' but at least they do actually send most of them - unlike the majority of retailers that just cancel all orders.


I'm not trying to make excuses for how bad they are at charging for items / despatch dates but as long as you bear these issues in mind they are still worth ordering from. I wouldn't bother touching Zavvi if you can get an item elsewhere for roughly the same price but for the honouring the 'mispriced' items they are pretty much the best retailer around. :thumbsup:
jester1470#18
BristolDeal
Well they say

[SIZE=2]Payment is not taken for any orders placed until it is confirmed as ready for despatch.

So maybe they've got it in the warehouse but can't send it until nearer the release date?
[/SIZE]


You surely cant confirm it as ready for despatch until the despatch date surely as you cant say what might happen between you getting it ready to despatch and despatch. That being said when I finally got through to them they admitted money is never taken until despatch date but that they accidentally took the money early from many people, hardly a professional way of doing things. TBH I didn't have as much problem with that as I had with them for not answering the phone, for having their customer services answering machine on stating their working hours continually through those working hours and then not answering an email until you threaten to get legal is hardly the way to run a business is it ?
Goldstink#19
:? OMG

Somebody just answered the phone.

Sounded very lonely in their office !!!

He couldnt refund my order but his manager could so he would email them and ask her/him to do it.

In fairness I did get through to someone saying the same thing last week so there is a good chance this is utter BS !

O what fun
pakichan#20
Goldstink
:? OMG

Somebody just answered the phone.

Sounded very lonely in their office !!!

He couldnt refund my order but his manager could so he would email them and ask her/him to do it.

In fairness I did get through to someone saying the same thing last week so there is a good chance this is utter BS !

O what fun


Yep I've spoke to them three times now. 1st (guy called Aaron) time they said they would send a replacement, 2nd time they said they would send out a replacement, 3rd time (yesterday, guy called Kahled) they said that they would refund (after I told them I was sick and tired of them and would be processing a chargeback) and they said I would get it in 3-4 days. Now that you've said that, I very much doubt that I'll get a refund.

Scumbags imo, it annoys me that I can get 10% off of anything coz they have some good prices. :x

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