"Ordered a DVD Box not knowing this company was located in the UK. It still shouldn't have taken 4 weeks to arrive but they did say that it might in their email. The cardboard box in a bubble wrap envelope arrived and even before opening it, I knew what had probably happened to its edges and yes - all edges had dents as if the box had been in use for a few years. I was going to accept that and live with it but then I opened it and found out that they'd sent the wrong language edition, not the one I had ordered.
So I contacted their customer service via the website and got a reply within a day. While that's good service, I'd appreciate it, if they made sure that their standard texts in foreign languages are free from mistakes and unambiguous in meaning. I supplied some fotos of the box and they immediately offered a refund if I send the box back. Along with that came a form to put into the return package and it had a barcode label with their address on it to go on the outside of the return parcel. I thought the barcode was for the post to scan but handing it to the lady she could only tell me that it wasn't one of their codes and that I'd probably have to pay for it myself. All I could say to that is, that I didn't know because the instructions on the form were so unclear. Honestly, it read like a google translator translation, not like it was done by a human and some of the sentences didn't make any sense.
The form was also filled in to refund me instead of exchanging the box for the correct one so I tried changing that by adding an explanation but it was obviously ignored.
I sent it from the UK when I was on holiday a couple of weeks later because I had a hunch that they weren't going to pay for shipping. And I was right. A few days after sending it back, they sent me a confirmation email and said they'd refund my purchase price. I immediately replied, saying that I wanted the shipping costs as well, since this refund was not what I had asked for and any mistakes had been made on their end.
The response given was that they do not cover return shipping costs. I replied, asking whether that was their final word since I had done nothing wrong and ended up having nothing but inconvenience and shipping costs on my end. I said that it was very poor business manners if they didn't think it was their duty to pay for the costs that their mistake had caused. So now, 2 weeks after that, all I have heard off them is that my last complaint had been forwarded to the appropriate people.
Zavvi, I'll take that as a "no, were not paying your 3 pounds shipping" and hope that you either realize that this is really bad business conduct or that people just stop ordering from you. Simple things could improve your company significantly:
- get employers in customer service with good language skills if you want to do business abroad
- protect your goods from shipping damage properly, everybody knows that bubble wrap doesn't protect cardboard well
- if the mistake is made on your end, have the balls to admit it and set it right without leaving your customers to clean up after you

I won't be buying from you again any time soon, that much is for sure!"

"Pre-ordered game 3 months before release. Release date rolls around and no game.

Contacted them and got a reply saying that "Your order is on special order for you with our supplier but at this time they are unable to give me a date for when they will have it back in stock. In the meantime our buyers are trying to obtain this for you from other suppliers."

Contacted them again and said that I didn't understand why they were out of stock of a pre-ordered game and that I could do with some idea of when I would receive it.

Reply was "I am very sorry for the delay in this order, once the item is in stock it will automatically be despatched straight to you."

Not answering the question and offering no reason for how they could fail to deliver my pre-order.

Despite the loss of pre-order bonus items I am cancelling the order and will not be buying from them again."

"I ordered The Hobbit Trilogy on DVD. I revived them in a timely manner with the exception they wouldn't play in anything not even a computer saying that the dvd's are not formatted for this region. The dvd's say English format but they wont play and Zavvi is saying that I have to pay return shipping to the uk for an item that is useless. I think they are hoping that I will give up on the return due to the high shipping charges back to the uk. I think that Zavvi is a fraudulent, scamming site. I would advise any and everyone to stay clear of this site !!!"

"Having ordered PES 2011 on XBOX 360 with Zavvi, I have been absolutely disgraced with them.
Having pre-ordered the game on Sunday 3rd October, it was despatched the next day, Monday 4th October. They said it was despatched 1st class and would take 3-5 days to arrive. The game's actual release date was Friday 8th October..so I expected it by then, or maybe even on the Thursday day before, as some pre-releases give you the game a day before.

Neither happened. I sit here writing a review on Friday 15th October - still no package arrival. I have emailed Zavvi 6 times, where it says "we shall respond within 1 full working day" - they haven't. I had to ring them wasting my money and more of my own time to chase it up - so, I politely asked them to ring me back, to which the lady in customer serviuces agreed. No call back was received, so I rung Zavvi again only to be answered by the same woman. When I asked why she hadn't rung back, she bypassed the question as if it wasn't her who had originally picked up the phone..so I gave her my number again (she played coy as if she had never heard the number..) and this time rung me back to discuss.

At this point, they told me they wouldn't do anything until 10 days have passed without the package. Then they said they would have to send out a letter to me, to which I would have to sign and return. Then, upon their receival of my signed letter, they would distribute it again, effectively entirely re-starting the process I had paid for over 10 working days beforehand. Of course the package wouldn't be received for another week, AT BEST. But after this Zavvi fiasco, I would not choose to order with them - I would prefer my money back, evidently.

So this would mean nearly 3 full weeks late, no compensation, same price..they offered nothing free etc, just saw it as OK. Mistakes happen yes, but Zavvi certainly should be aware of this poor service and try harder to make amends. They have come across care-free, trying to make me feel I am just a moaner and complainer. Yet they have had my money since Monday 4th October..to date, Friday 15th October, I have no package, they have my moeny still, and they haven't contacted me since I asked for a full refund.

Overall, service has been disgraceful - little contact to tell me whereabouts the product is etc. I feel as if Zavvi are not undertaking the role of a large retail group - instead it all seems very sly.

And when I sent my most recent email, over 1 full working day ago, saying I would like my money back - yet again, I have had no response. I feel they have obviously seen I won't let it go without a fight, thus instead of "sweetening up" their customer, trying to re-install my faith, instead they have just tried to fob me off and ignore it.

So for this reason, I would, of course, strongly disadvise using Zavvi for anything. Everything about their original service and support service was absolutely appauling - I can't put it into words how frustrated I am. "