"Tried to cancel an order because items were on special offer the day after i ordered them. No luck as being processed. They would not honour the new offer price either. Was told by customer service to refuse delivery and upon return would be refunded. Waited weeks now since return but no refund.
Will not order from them again. "

"koop als EU-lid nooit bij Zavvi! Zij claimen op hun website dat er geen extra kosten zijn als EU-bewoner maar niets is minder waar. Een aankoop van 23,45€ krijgt een additionele 22€ voor tax en import. Na contact met de verkoper verwijzen ze fijntjes naar de algemene voorwaarden die anders zijn dan deze op hun FAQ ivm Brexit en verzending.
Annulering of terugbetaling worden door hen geweigerd...
Laat u niet zoals mij vangen door zo'n frauduleus gedrag"

"Ordered a $400 US Lego kit. Never arrived.. 6 weeks later it shows up damaged. Zavvi won’t help. Required intervention from my credit card company to right the situation. "

"'I appreciate your frustration and do apologize about the previous customer service you have received.'
this is an actual reply from them! They appreciate me being frustrated!

So it's like they have really only 3 people working in Customer service to pass you around between them, and they give you fake discount codes that don't work at all and don't apply to your order, you're made to wait days and the replies are copy and pasted. They used to be good....I have no clue how their customer service has become so mediocore now.

Update 3. This maddeningly frustrating
have no choice but to cancel my new order 337548465 since the $25 did not apply to it and I also lose the $25 credit since the system fake applied it and lost it.. :(

Update 2: Given a '$25 store credit' hours and hours later. Sounds like they forgot about me and 3 button clicks later it shows up. Use code on a new order, it immediately disappears and I am charged the normal price.....

Update: And now I've been lied to about getting a refund and supposed $25 credit.....

This company is run by racists! if you're not British or your first name is not Steve or Bob or John you can forget proper customer service. Also, the company has like 3 people working in customer service, or else your reply times would be way better.

5 + years of purchasing from you, I did not get my last order. So how do you help me out when I contact you? You don't help, you fake escalate your customers to 'Customer Relations' but don't. You tell your customers you're going to call them when they're in a completely different time zone and country. When a customer tells you they will never buy from you anymore, you brush them off and move on. You treat your customers like second-rate citizens. You delay helping them. I get my goods, but when I don't there is basically no point in reaching out for help."

"Bought a Billy the Puppet SAW movie prop for $190 for 9/20/21. Three weeks later, received a $45 Mary Poppins umbrella. Had numerous problems contacting the LIVE CHAT line, they ended up sending me the wrong shipping label, still waiting on the correct one is order to get my refund, even though they should just immediately issue it to me since the umbrella cost less than round trip shipping but if that's how they do business, then best of luck!!"

"AVOID AVOID AVOID!!! I returned several items & it took me over a month to get a refund on 1 movie & I'm still waiting to get a refund on 3 other movies that were returned & they were delivered on the 1st of July & now one month later I'm told that I have to wait even longer even though I sent in everything exactly how they requested which is in itself an oddessy in an attempt to make it very difficult for you to get your money back. Even though I gave them empirical proof & they even said they had it in their possession but still refused to refund! They will hold your money hostage & any attempts to try & get your money back is weeks of waiting & expect to try to request the REFUND 15-20 times before you get a real response. No matter how attractive the item is I would EMPIRICALLY WARN you to STAY AWAY FROM ZAVVI! They are thieves & it takes forever to even get your items & when or if they do arrive often damaged. That's another thing is I had items damaged & items never even shipped out to me & once I pointed this out several times after a couple of weeks they told me I had to wait another couple of weeks before I could request a refund. They will do everything in their power to make you give up so that they can keep your money. AVOID ZAVVI AT ALL COST!!!"

"Ordered Darth Vader helmet for a birthday gift on 3/7,it is now 9/7 and still no idea when parcel is to be delivered? Been showing at depot all week when tracked on website
Customer service not much help and birthday was today so no longer want the order
I am now trying to cancel order ,will update soon …Can’t cancel order as now I’m told it’s in the delivery process?….the parcel has not left their depot yet ,been sat there for 6 days…CUSTOMER SERVICE IS AWFUL

Has now been exactly a week since ordering and still have no clue as to what is happening to my order as no communication from themselves,got same product from Amazon delivered in 24 hours with no problem whatsoever…Lesson learned I think

Message to Zavvi…Parcel is being delivered to a inpost locker,I will not be collecting the parcel so it will only go back to yourselves eventually??? Cancel the order please

9 days on and still can’t get a truthful response if any from Zavvi so contacted Inpost and they don’t no where the parcel is? But they did mention Hermes so it could be anywhere by now!

10 days on ….Have been told again,twice today ‘unable to cancel order as it is being delivered?’..Where?When?
Inpost don’t no where the parcel is,there website has not updated now for 5 days
All I wanted was a straight answer from Zavvi to start with but they don’t no how …TERRIBLE SERVICE"

"I had 3 orders with about 20 items. And i had 15 complains on non delivery, broken item, bad packing, unsent items for a month and more, no answers from their "customer service" etc.etc.etc ....... The worst store ever. The most horrible, awful, terrible, disgusting and unpleasantly buying experience I ever had.
Antun"

"3 orders I made and all 3 the same. In baseball you are out. Regarding the positive reviews you can tell that they are fake by the wordage. I ordered 16 boxes in November . Items that were according to the website were in stock .
January i kindly write to them and the reply is that they do not not have the items and that they don't have a specific date of having the items. You can read the same issues in other posts. Buy your items somewhere else because they have no commitment to ever delivering. Lets say you see the item on their website and you order , you just locked in your order while you could of ordered somewhere else and the time of you waiting is time wasted on items that they don't have in stock but still sell on website . That practically makes the website a great big clickbait, You'll find out when you write to them and they tell you after the weeks or months you waited that you can cancel. If you have time to waist order from them if it is fun for you to visit websites that offer items they don't have. The date I needed the items came and went."

"Over the past two months I've purchase 8 Lego sets without any issues. Great pricing and free shipping when coupons are offered and applied during checkout. All items have been package carefully as to minimize damage to boxes. Shipped via DHL Express and arrive to California in about 2 days. Tracking numbers provided within 24 hours of purchase."

"Ordered items in March.
Hermes failed to deliver.
Zavvi claimed items sent with Royal Mail
Zavvi refused to refund and sent replacement items - with Hermes!
Hermes failed to deliver.
Zavvi refused to refund until undelivered items are refunded.
But Hermes never return undelivered items - they auction them!

It's now 2 months since I ordered. Zavvi still have my money and I have no items."

"Im now forced to pay VAT and fees on outside EU imports. When I contacted customer service they first claimed that it was according to their terms and conditions. When I stated that I bought from a UK company that included the VAT in their prices I would expect them to ship from the UK. They then stated that the UK was no longer part of the EU and that I would have had to pay VAT regardless if it was shipped from the UK. When I then told them that the VAT rules are the same as pre brexit until december 31st. They “were forced to terminate the chatt”
Stay well clear of this company that has no idea of what they are doing and how to handle customers. "

"Zavvi is a scam. I ordered some t-shirts from them 3 months ago, but the sizes did not match what was described on their website. I decided to return them and reach out to the customer service. I had to message them for 2 months while being told every time that I will receive an email with the return instructions, after which I finally got a return form and an address. I paid 15 euros to send the t-shirts to the address they provided. According to the tracking of the package I sent, there was no one at that address and since they did not pick up my return package from the depot, it is now being returned to me. The customer service is not helping at all, I keep getting what looks like generic messages whenever I reach out to them. So basically I paid 40+ euros for the t-shirts, 15+ euros for the return, and wasted countless hours trying to talk to the customer service. I will soon post pictures of the conversation with the customer service and the tracking of the return."

"Terrible.

I thought to order a gift for my brother, we usually don't get each other Christmas gifts, but he's going into surgery soon and I wanted to remind him that I'm there for him, even if I'm far away-- Cheesy parts aside.

Google has this thing when you put in your card information, it quickly changes the address to make it less of a hassle for you, if only I realized it beforehand because this was more than just of a hassle.

The gift was being sent somewhere else, not to my brother who's over 100 miles away.

No problem right? I just placed the order a whole minute ago, surely I can edit it.

Nope.

Okay, that's fine. Let's call customer service.

Closed.

Well, that's okay too. Let's send an email.

I sent the email, and after checking over and over if they had replied to me, much to my dismay, they didn't respond until 2 days later, however, once they responded, they told me that it was 'too late' to do anything about it.

I figured, well if we talk to a manager or supervisor, they would help me. I talked to someone named Matthew, he was great. Deserves a promotion. But alas, he worked for one of their other sites. (How do they own other businesses, I'll never know. Especially since I read they went into liquidation around 3 times.)

But then Matthew forwarded me to a live chat online, (which was unavailable for some reason until the manager had decided to go online.) So, our conversation went back and forth for a little while, and I assure you-- this would've been much easier if we did it through the phone.

I had hope, she told me she would get it resolved.

Spoiler alert: Didn't happen.

It was too late to do anything, even cancelling the order and getting me a refund, it wasn't guaranteed, she said.

It was the only option she kept giving me. I understand if you won't give me store credit due to scammers, but a replacement order couldn't be had?

Something similar happened to me with Cafepress, and let me tell you. What kind of amazing service they gave me. I found out that my friend was an extra large, (very surprising, he seems so small.) Anyway, around a day, two days later I emailed them. They said said. "Oh! I'm afraid this is being delivered to the wrong address, and in the wrong size." It was the correct address however, 'lane' was misspelled in the slightest, but not the point. The point is. They said, "Please give us the correct address, I'd like to send another package with the correct size." If you're reading this cafepress, you are all queens.

Sorry, this is supposed to be a review for a BAD website, let me continue.

Long story short with Zavvi. I was blamed for the whole thing. With the words, and I quote, "We rely on our customers to enter the correct address." I mean, of course they do. But I relied on their customer service to actually help me and look where that went. She then went on about how cancelling is my only option, but made sure to explain to me that it would only be a request and not a guarantee.

So bottom line was, there was no REAL solution to my problem.

They couldn't change the order, cancel it, issue a refund, or a replacement.

I had told her thank you, happy holidays, and while they rely on their customers to put in the correct information, I relied on their website to actually ship something I PAID for and ended the chat.

I will, never, and I mean ever order from this site again.

Let's just hope I can somehow forward the package in time for Christmas.

If it even comes in. "

"Ordered a limited edition blu ray box set, of which arrived damaged in a very poor bubble wrap postage.

I had to pay the return postage.

Now The item is stuck in customs with very expensive custom fee which Zavvi are not willing to pay.

The item is now sold out everywhere else, so my chances of getting a perfect copy are zero. Very disappointed. "