Zavvi customer service
Just wanted to know if anyone else has had problems returning faulty goods to Zavvi for either a refund or replacement?
I won't bother going through every little detail, but to summarise:
10/5 - Ordered DVD
21/5 - Received DVD, but loose in case, and when opened, DVD was very scratched.
22/5 - Contacted Zavvi, asked for replacement
27/5 - Received reply with instructions and address to return DVD
28/5 - Posted DVD
14/6 - Contacted Zavvi about progress of return
20/6 - Contacted Zavvi again, asked for refund
25/6 - Contacted Zavvi again, asked for refund
28/6 - Finally received reply, no DVD received by Zavvi, have to send proof of posting
29/6 - Emailed proof of posting as requested, and asked for refund
3/7 - Received email from Zavvi, stating that they are awaiting stock, and a replacement would be sent asap
3/7 - Contacted Zavvi, and again asked for refund
5/7 - Contacted Zavvi again, please somebody help????
So, nearly 2 months on, I have no DVD, no replacement, and no refund.
What's wrong with Zavvi?
That sounds pretty rubbish BBB 
Fortunately I've not had to return anything to them. However, like the previous poster, I waited about a month recently for a popular blu ray to be delivered, which had been advertised in stock (Hugo, I think). And I'm now waiting for another popular blu ray box set (Fast and Furious 1-5), which was advertised in stock and ought to be easy to get hold of.
From now on, if it's only 50p or £1 in it for buying a blu ray, I will not be using them.
Not good mate. I have received Blu-rays from them with the packaging open, but luckily the Blu-rays were fine, so I just left it. Never spent big with them and doubt I will.
I'd never had any trouble before this episode, anything I ordered usually came in good time, and they always sent the correct item.
I had read some complaints from people when returning faulty items, but never did I think it could be this bad. I just cannot for the life of me work out what is going on, and I too will never order from them again.
Still no response from Zavvi, so I have now emailed their cusomer relations department, and if no joy from them, I will try to get Matthew Moulding, the CEO of the hut group, as it's them that now owns Zavvi.
I once had a huge problem with Virgin Mobile, and an email to Neil Berkett did the trick.
Why don't you call them on 0844 264 0702? Isn't it better calling than sending emails?
That's obviously what they want me to do BB, so I won't. They have an email service, I'm using that email service, it's not my fault that it doesn't seem to work.
As I said, an email to Matthew Moulding will do the trick if I don't get any joy.
I will never order from any of the hut group companies ever again though, they've definitely lost my business.
Relying on emails will only prolong your issue. You can always complain about their rubbish email support, but sorting your issue is a priority, isn't it?
But it cost me money, money I shouldn't have to spend, and I also like a written record of my communications during disputes.
I'll just stick it out, I'll get my money back in the end.
If you've got a plan for free landlines, the direct alternative for Zavvi's 0844 264 0702 number is 01606 336169. 
http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1218626251/15
Yes I have, thanks BB.
Might give it a whirl, though I do like a written record as I said. I've learnt not to trust what people tell me on the phone, it's very easy for them to lie, then it's another phone call, and through it all again.
I wouldn't use them again. Apparently they were created from an arm of the Virgin Megastore Group, liquidated in 2009. Clearly their roots aren't great.
There are plenty of other companies screaming for your business...
They took over the Virgin Megastores, then a few years later went bust. The hut group tookover their internet business, and I think it's the hut group that could be the problem.
From my experience within a big company, it is difficult to let your thoughts be known to the people at the top, so if they don't know their is a problem, nothing will change. I will try to find Matthew Moulding's email address, and contact him directly. As I said, it worked with Virgin, though wether it changed anything at Virgin long term, I don't know, but atleast Neil Berkett was made aware of some customer service problems within his company.
The most important department of a company has to be their customer service, no customers = no business. Price is also important, but secondary to how you keep your cusomers satisfied. I've bought quite a lot of stuff from Zavvi in the past, but never again.
Still no reply from Zavvi, not from their online service, or from their seperate cusomer relations department which I emailed 5 days ago.
Next step is to either email, or write to their CEO Matthew Moulding, as it's beyond ridiculous now. 
At last, I have finally received an email from Zavvi which confirms the order has been cancelled, and that they have issued a refund. They've also credited £5 to my account, which is a shame, because it's almost certain that I'll never order from them again.
And the spark for this response from them? Could be the last email I sent stating that I was going to email their CEO directly. Of course, I wasn't, as I had failed to find his direct email address, but it looks like it did the trick anyway.
Now just need to get myself off their mailing list. 
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i have also had problems ordering blu rays and they are always waiting for stock,
i have waited weeks for some discs, i have now stopped buying from them.
they keep advertising disc as in stock only to find out later its not in stock and awaiting stock.