Anyone Had Issues with Zavvi Delivery?

randoom on 25/01/2011 - 20:43

I recently ordered the complete Lost on Blu-ray from Zavvi at a pretty decent price and have been waiting for it since a fair bit before Christmas. I now receive an email today from them saying my item was returned to them and they've refunded my money — except I didn't return anything. Presumably some screw up in the postal system but 1) I never received a missed delivery card from Aust Post, 2) the address was 100% right, and 3) I'm always at my local post office for other packages, so I would almost have certainly gotten said package anyway, if it were there.

Spoke with an unhelpful person on the phone who couldn't tell me anymore than I already know. They were willing to place the order again — at a cost of more than 20 GBP more than I paid, plus more postage on top of that (and CC fees, etc, etc).

Trying to follow up now, but anyone had any similar issues and any thoughts on a resolution? My current thoughts are to walk away for good and go with the tried-and-true of Amazon.

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Zavvi UK

Comments

  • Lenneth on 25/01/2011 - 21:50

    I had a game not show up. It is the first time in many years I've had anything in the mail not turn up touches wood. I messaged them using the account thingamebob and around 2 days later I got a reply saying they would post me out another one, no questions asked. I ordered in around November and the replacement arrived about 2 weeks ago. Sorry to hear they weren't good to you.

  • infernal_max on 26/01/2011 - 00:32

    thats messed up charging you a more expensive price, the only online seller i havent had missed parcel notes for, is cotd, but thankfully I got a final notice and got my stuff. I am really amazed any business would have the audacity to sell again at a higher price

  • ang911 on 27/01/2011 - 22:56

    I've ordered from Zavvi but can't say I have ever had a problem like that with them….However, I had the same thing happen to me with another company I ordered a pair of shoes from, apparently I "returned" them the same day they sent them out to me, so according to their logic they miraculously made it from the US to me and back in one day….it took me ages to convince them this couldn't possibly have been what happened!! In situations like this though I always found I got more answers when I actually phoned them and explained myself properly, emailing back and forth got me nowhere.

    • randoom on 29/01/2011 - 22:43

      I did try calling them first up - as that always seems to get me further, as you say - but they were entirely less than helpful. And, unfortunately unknown to me, Zavvi use what's considered by my telephone provider as a premium number (charged $1.00 AUD per min!)..ouch when I was on hold for ages. Ended up having to call back..wasting even more money only to find they want me to re-buy my item at the current, higher cost (and probably want post cost again..).

      /grumble

  • stanas on 28/01/2011 - 09:33

    I have only had this once with another company and it was because the address was misprinted. When I enquired with Aussie Post they said if the address is not complete they just return it automatically and don't even attempt delivery. My guess is the address was not complete or damaged in transit.

    I have not had a problem with delivery with Zavvi/The Hut, but find they are skimpy with their packaging, especially for large items. I had some items get damaged through their padded envelope for packaging - I guess the delivery fee is cheaper for a reason. Unless Zavvi is significantly cheaper I always prefer going through Amazon.

    • randoom on 29/01/2011 - 22:45

      Interesting to note. The address I had with Zavvi was entirely complete but for whatever reason, their records were missing my state (QLD). Can't remember if I gave it or not but they had the post code so I should think Aus Post'd be able to find the Townsville suburb with my postcode, but maybe not…

      I'll mention this point to Zavvi when/if they get back to me. They sure don't seem like they want to even look into this for me.

  • randoom on 19/02/2011 - 10:35

    For the interested, here's an update. I didn't think I was going to get anywhere with this, but I did. It seems to take about 1.5 weeks between communications from the 1 Zavvi employee I'm messaging (through their web interface) but things have swung infinitely in my favour. Let me explain.

    I sent a sternly-worded message to the person I've been dealing with, requesting that she look into why my item was originally returned, and drawing the conclusion that because my address was correct in their system, the item was either mislabelled or address damaged in transport. Either way, putting the onus on them to help me out in some fashion. I didn't expect to hear anything more. Another item I had ordered together with the Lost set did arrive just after I sent my message, so the address they had surely had to be okay.

    About 1.5 weeks later I get an email stating they will honour my original price and apologising for the inconvenience. Apparently all I had to do is re-purchase the item and they'll refund me the difference. I do so, and thankfully, they now support PayPal so I can avoid losing money in fees on refunds, ala Visa. I get a dispatch notice saying the item was sent about a day laster.

    After another 1.5 weeks go by I'm a little concerned as they've got all my money and I'm owed 20 GBP as the difference in cost. But then, I receive an email saying this: "I have requested this gets refunded back to you this should be in your Paypal account we just ask you to except [sic] the payment request." I also get an email from PayPal — they've refunded 100% of the cost.

    The short of it is that now I seemingly have my blu-rays on the way, and I have all the money back. It'll be interesting to see if the discs rock up — I just want what I ordered. I'm happy to pay them back for them but if they incompetent enough not to come asking (the refund was early this week), then I can't possibly help that.

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