Zavvi
reviews and complaints

I placed the order on 26/11/21, and I still haven't received my order yet.
5 messages are sent through the Zavvi webpage, they replied with no point, no actions taken by them, and no staff is trying to sort this out, they all keep their hands off.

Really disappointed with the services they provided, keep telling me to wait.
Come on, it has been one and a half months passed, enough of waiting!

The Zavvi Customer service staff who replied to my message are Mbali, Nothando& Cole, they showed up with horrible customer service, and kicked the ball around and around.

I was sent the wrong item. When I returned it I had to pay postage. I tracked it on Royal mail site and they received it on 15th December. I have provided them with all the details and they acknowledge receipt. However they agreed to refund postage and am still waiting. They are still saying that it has yet to be processed at their end. This is for an item I was wrongly sent in Maay of 2021. I am constantly emailing them and being told until it is processed I will not get a refund.

I used a promo code when buying an item and when looking over my bill I noticed that it was not applied. I tried contacting customer service (takes them a day or two to respond) and the first person told me to send them the code. I responded with the code, the second person told me that the item purchased was excluded from the promo. I responded saying the promo was only for that item, the code was part of the name of the item as well so there was no way that was excluded. Got nowhere for a week or two and now they are telling me that the promo did not apply as I got free shipping and my only option is to return it. The free shipping was a $5 discount and the promo was $60 each unit and I purchased multiple units.

First of all, I have to say, zavvi and it's customer service is worse than useless. I've only ever ordered 3 items from them….only one ever arrived. Slow replies, zero help. I preordered this slate deck for a Xmas gift, told it would arrive 13th dec….well today is Xmas eve….I've no item and they haven't replied in two days! Last time I also preordered an item for a gift, and after waiting until it's release date they ‘forgot' to send me the item and then it ended up out of stock. Honestly what sort of people do they have working here? Just incompetent in every way.

I am absolutely appalled by the service I have received. I have enquired re: my delivery and over the course of 2 weeks have received slow responses sending me round in circles with no clear answer.
Website is misleading no contact numbers to speak to a person and when requested completely ignored.
I have given the same information multiple times then told as 7 days has passed provide the information again.
7 days has passed as you take so long to reply and don't read the response to the previous message

Was ment to recieve my item by the 19th of September item was dispatched on the 10th I had an email stating that item has been sitting in London the entire time is currently still in London as that is what is stated on the tracking history would like to know when i will be getting item I am to recieve item all as I had made the mistake of purchasing before reading reviews and it seems there are many people with this exact issue, this was ment to be a Christmas present I am now going to have a very disappointed little boy due to what seems like false advertising
Order number: [protected]

Hi

Order ref: [protected]

4 days later and Zavvi have still not cancelled my order. Ordered in good faith, delivery by 8th December. Not arrived. Now turns out it's out of stock and cannot confirm delivery for son's Christmas! Two days my complaint/cancellation request was ignored on their website contact page. No live chat, can't find a phone number and on using messenger last two days you get a reply every 24 hrs approx if you're lucky. Latest message says supply issue and supplier can't give date so I've just to keep checking website updates! Nightmare. I need this cancelled ASAP so I can reorder from a company that has stock and can deliver before Christmas. If not I'm going to have a very unhappy son. Zavvi's service is shocking. This needs to be sorted.

Alison Wilson

List of events
Ordered this product on 30/09/21 saying processing waited till 16/10/21 to chase it up still saying in stock and Zavvi replied with this response.

Thank you for placing order [protected] with us.

I am sorry to let you know that there has been a problem in the warehouse which has resulted in your order being stopped before dispatch.

I understand this is disappointing and we are sorry. I will investigate further and request for the order to be sent to you as soon as possible. Should there be a problem with dispatching the order, we will arrange for this to be canceled and for the money to be returned to your account upon confirmation of the cancellation.

I will be in contact shortly to give you an update. Thank you for your patience.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Shareesen

I waited until 14/11/21 before I enquired again with another message and got this response.

Hello,

Thank you for getting in touch about your order.

I apologise for the delay in dispatching your order. I can confirm that your order is processing and will be dispatched as soon as it is ready.

As I'm sure you can understand, we are now in a very busy time of the year, and some of our orders can take a little longer to be dispatched.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Tahmid

I waited until 21/11/21 before I enquired again with another message and got no response from Zavvi.

I sent another message on 04/12/21 and got this response.

Thank you for getting in touch about order [protected].

Please confirm if you want your Disney Luca Luca Paguro (Sea) Funko Pop! Vinyl to be cancelled so that a refund can be processed.

Kindly get back to me at your earliest convenient time.

If there is anything else that we can do then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind Regards,

Nontsikelelo

I responded to this with this reply.

Yes I confirm I want to cancel this order and receive a full refund ASAP as waited patiently to long
Regards

I sent another message requesting a refund on 19/12/21 but I can not expect them to reply yet.

Am I asking too much from them as I fill I'm being ignored.

I would be grateful for help in resolving this matter.

Regards

David

I placed an order 3/12/21. It stated expected 4/12/21. Its now 14/12/21. And still no order. It was needed by 11/12/21 as birthday presents. I messaged 5 times in total to be told technicolor warehouse issue. Items shipped 6/12/21. But no tracking info available. After doing a search I found this site. To find same issues for others. They have now said 30 days wait till Jan 5th 2022. What. So wo t be here for Xmas either. They are absolutely full of rubbish . Lie after lie. Basically fraudsters who are getting away with it freely. Disgusting criminals. With no shame at all. Avoid at all costs. Seriously.

Ordered at the end of September I bought a £55 five nights at Freddy's advent calendar. I received no email to say it was posted but Zavvi stated order was completed. Tracking number not recognised by parcel force and when the did locate, they stated it was in the warehouse. Zavvi told me to wait 14 days.

Nothing.

Zavvi the stated to wait 30 days.

Nothing.

20 messages later they refuse to refund or resend due to the "new warehouse having issues" I am still paying the £55 in sit installments and £55 I'd a lot of menu to me. They refuse to call me and refuse to do anything. I have left abrefire on Truspilot, they just say message them. I have messaged the 20 times but keep being told to wait. Disgusting.

I placed an order 26th of October choose standard delivery which is 2-3 days on your website which is obviously lies. Never been dispatched. Been told lie after lie and you are now requesting me to cancel which takes 5 days, and asking for my PayPal details over Twitter which I don't even have PayPal! This company is more dodgy than it is worth and I just want my money back for an order I have never received or will by the looks of it! Everyone stay away from this company!

Ordered some Lego from this company on 26/10/21 as they were showing it as being in stock on their web site. Order (O/N [protected]) was moved to processing delivery status quickly with a est. despatch of 27/10/21 to Australia.

I requested despatch details several times but they have not given me any details and reply's are form letters advising delays in despatch and to be patient.

After several requests I finally decided to cancel the order as it was with-in their 14 day cancellation period but I was told it cannot be cancelled because it is in the despatch process. It has been in this status for 2 weeks and they cannot supply a despatch date.

I suspect the company does not have the product to supply as Lego themselves are showing that they are out of stock.

After further investigation I have found that this company has a habit of not shipping orders correctly (if at all) or goods arrive damaged due to inappropriate packaging. It appears that this company is a scammer and should be closed down.

I Paid for next day delivery (£5.99) for an item which didnt get dispatched for 3 days. I Sent numerous messages/emails over 2 days and received no reply. There is no number to call, therefore virtually impossible to have any resolution to any issues. I have used Zavvi many times and spen a lot of money with them over the years, so have found this episode highly fustration, to the point where i cant use them again.

Zero contact numbers. Plus product hasn't turned up. No response to crappy online messaging system that promises response in 24 hrs.

Order number [protected]
Despite sending emails on the 1st 2nd & 3rd of december i've yet to get a satisfactory reply
The above order contains 2 x advent calendars that should of been delivered 28/11 to 30/11
It's now the 4th of december so the advent calendars are almost a fifth of the way through
I no longer want them they are blatantly selling stock that doesn't exist I can't go through my payment method as its clearpay (which only became evident on this order) I normally use paypal for this very reason
Absolutely diabolical service im not happy

After years of accepting damaged items from you (including the same inexplicable scratch down many steelbook spines - see photos of just a small few), I have today received the Lord Of The Rings trilogy steelbook set and it has arrived dented. I know it's long sold out so cannot get a replacement but I want this complaint acknowledged and some form of recompense.

This level of poor/damaged product is unacceptable anyway, but for a £100 item it's shocking. If you look over my order history you will see I have spent literally thousands of pounds in your online store over the years, as well as being a VIP member. I alerted your twitter account to the scratched spines only a few months ago and received zero response. Your website is not allowing me to upload photos so I am having to reach out this way. Please respond to this ASAP and let me know how you intend to rectify this. Thanks.

Alan King

Basically I have spent nearly £200 pounds on Star Wars 4K ULTRA HD Blu Ray disks. The first two arrived & both of the cardboard boxes are dented on all the corners and I orderd 9 if I remember rightly, so if the first two arrived damaged I can imagine the rest will be same. Can't get through to them at all no phone number, they have a live chat but it's not working, you can only send one pic as proof of damage and it takes two days for them to replie. Their not for me, they for Christmas for someone else. Hope you can help.

Kind regards,
Stewart

I ordered 4 items on December 4. and they are around 55 pounds worthy. 3 of them seems like shipped and one of them is not. I never received any of them, I can't cancel the order on the website and they are not responding to any of my messages on facebook, twitter, email. I just want my money back since the christmas is ruined because of them. It's pathetic.

I wouldn't buy anything from this company. Their delivery company is Hermes. A Hermes delivery driver signed for a parcel pretending to be my son. He was at his place of work when he was supposed to have signed for this. He obviously didn't get his parcel and Zavvi are saying it's his signature and want paying! How on earth can they say it's his signature when he's never signed for it! Not paying. You are a shambles of a company and you should be taking the delivery driver to court for theft! We will not be paying for something he hasn't received. You're a joke. When things go right it's fine but when things go wrong you side with the thief! Disgusting! They won't even provide an address for complaints. . Something to hide? You're an absolute disgrace.

Pre ordered just course 4 ps4 game on 29th November. It was available from 4th December
I kept looking at my order where the game was pending dispatch in warehouse.
Contacted customer services and explained that the order was to be sent abroad.. I was reassured the game would be posted the next day. 3 days later the order was still pending, contacted customer services again and even asked if the game was actually in stock I was yet again assured the game would soon be on it's way.
The 13th December after contacting them yet again and explained my situation having to send it away I had an email saying it was out of stock.
Zavvi is completely incompetent and basically liars. This little boy will now have to wait as no gift will get there before Christmas. If they had told me the truth ro start with I would have been angry but at least I'd have time to sort something out.
I'm totally fuming.