Should Zavvi deals be banned from HUKD ? - HotUKDeals
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banned#1
A lot of people have just had the doctor who misprice despatched, so there will be a good feeling about this company...
#2
ordered about 4 things recently
everyone is now a back order
#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.
#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.
#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.
#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.
#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.
#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.
#9
If you can't afford it, don't spend it. :)
#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 ???
#11
:giggle: BristolDeal do you own or work for Zavvi !!!
#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.
#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:
#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 ?
#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 ? :)
#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]
#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:
#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 ?
#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
#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
#21
Ref. Post 11.
Phantom Hourglass has finally arrived so that's something I suppose.
No movement on Curb Your Enthusiasm.
No reply to my email asking them why they debit credit cards in advance of dispatch.

Still not happy enough to risk ordering anything else from Zavvi. If they continue the way they are going there will be one heck of a lot of people upset around the Christmas period !!
#22
2 days and still no refund. I know they said 3-4, so by Tuesday I should get it hopefully.

Otherwise, on the 12th I can apply for a non receipt of goods through my Virgin CC anyway. Was trying to avoid the hassle.

I hate Virgin/Zavvi online!
#23
I didnt mind virgin online but now theyve gone rubbish since their brand switch
#24
The only reason for banning Zavvi is the stoopid name created by marketing execs on crack cocaine!
#25
i think it's a bit harsh to ban them

i mean there high street store is now zavvi, and theres deals to be had instore, console bundles etc

the only stuff i've ordered online i've rec'd, wii remote order, arrived 5 days later, mario party order arrived promptly, paper mario ordered arrived upon release, other than that they cancelled one misprice but i cant complain

i;ve had more cancellations and delays etc from tesco than virgin/zavvi!

the only thing i find naff is the website, constantly breaking down when you click on basket but tends to wrk if you go back later
#26
I ordered 2 things during the week and received back order notification on one. both have now arrived - seperately - the one on back order was 2 days after the other one. no problems at all - and 10% discount for using my virgin credit card. Theres bound to be teething troubles with a change - its not just a name change after all. I noticed on here people said their virgin store had changed weeks ago - ours changed this week. staff are no longer wearing uniforms - a lanyard with a card on them identifies them as staff.
I think we should see how it settles down - hopefully everything will get sorted soon and customers will be happy. there are worse companies for taking money and giving nothing - naming no names but im sure we can all think of half a dozen without any trouble
#27
I can't get any response from Zavvi either by online form, email and telephone.

Has anyone else had need to contact Zavvi Online Sales and if so has anyone succeeded ?

I'm getting seriously worried about this companies future if the problems I am having are commonplace. Certainly the worse customer service I have encountered this year bar British Gas !

Any feedback gratefully received.
Many thanks.
#28
i ordered a boxset and they took money out and then put it back in so i rang to find out if i was still receiving it.they took ages too answer phones (about 15mins) but confirmed it was coming and i received a few days later and the money was took out the same day.customer service not good but i did receive goods
#29
SpecialK
i ordered a boxset and they took money out and then put it back in so i rang to find out if i was still receiving it.they took ages too answer phones (about 15mins) but confirmed it was coming and i received a few days later and the money was took out the same day.customer service not good but i did receive goods


Wasn't Curb Your Enthusiasm was it ?
#30
Zavvi sounds kinda Polish to me...:? They've come to take over the world! :? :giggle:
#31
BAN them?

what so to miss out on 360 wireless controller and forza 2 that they did honour.... for 18quid delivered. :w00t:

me thinks not..:thumbsup:
#32
hottoshop
Wasn't Curb Your Enthusiasm was it ?

no it was only fools and horses
#33
SpecialK
no it was only fools and horses

OK thanks for replying :)
#34
still waiting for an answer as to why my Prime Suspect Boxset has'nt been shipped and why it shows up on the same order number on a cancelled misprice Columbo boxset.

Cringeworthy that a major retailer can't run a working website that does'nt crash every 5 mins and actually allocates orders properly :oops:
#35
And I've just spent another wasted 12 minutes trying to contact them by phone. Once you go through the initial options and onto Option 4, online enquiries, the phone just rings and rings with nobody picking up. No music, no "your call is important blah blah blah" NOTHING !

At a loss what to do now......................
#36
hi the phone was just ringing for about 20 mins before an answer, no music just ringing. so keep trying, someone will answer.
#37
I ordered Bomberman for my DS back in september time, like alot of people it got cancelled and I was sent a voucher for £10 for the inconvenience via email. I have been trying to use the voucher online for the past few days and every time it wont be accepted.I have rung them many times, held for 15 minutes to no avail.
The voucher got accepted this morning eventually, but my card payment wasn't , rang them again, held for another 15 minutes again to no avail.I am now just slightly mad.......

so i looked up their number on 'say no to 0870' and got a london number and someone answered the phone after 2 rings....amazing!! she was very miserable but did work for zavvi customer services.She took my number and is getting someone to call me back, so we'll see.That was a hour ago.

But surely this sort of customer servive is totally unacceptable isn't it?I have never heard a good word said about them
#38
I actualy got through after 25 minutes today to their Customer Services. They are still not answering webforms or emails.
Having spoken to a their C/S guy I came away even more convinced that Zavvi have major problems.

Firstly he wasn't able to solve my problem of an item being stuck on "backorder" when the website blantantly says stock available.

He wasn't able to tell me when the item would be back in stock let alone when it would be delivered etc etc.

I asked him what was going on as it had taken me 2 weeks to get through on the phone, that they weren't answering webforms and emails and he told me they were getting up to 1,000 calls a day and he was the only one answering them ! Nobody else was dealing with emails etc as they were all concentrating on other things !!!

Absolute nightmare, I'm guessing if nothing goes wrong your orders will be fine but Lord forbid anyone encounters a problem !!

Totally unacceptable for any company let alone one the size of Zavvi.

Any other feedback would be appreciated together with any actual human contacts with Zavvi .

I think this thread should be moved to miscellaneous ???
#39
I made an order on the 21st for a cheap wii game and it came today, im very happy with the service. It does look like you have to be careful though. if another website has the same product for a similar price then get it from there until they sort themselves out.
#40
ive got 2 psp games for 9 quid today and they did the games and controller (xbox 360)

they seem to still be ok with me

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