Zavvi

All my orders came on time in perfect condition
Very happy with service
Recommend to Lego collectors

I paid for a preorder item after 4 months with not a word they ask me to pay for the item again
NEVER BUY FROM ZAVVI!@!@!@

Customer service is useless, deliver took 2 MONTHS, and got slapped with hidden fees. Would give it 0 if I could

This has to be to worst company I've ever dealt with. I placed an order on Dec 10th, to insure a Christmas delivery. I was sent a "thank you for your order" that same day, then a "order dispatched" email the following day Dec 11th with an eta of Dec 18th to 25th. I wasn't happy about the week long eta but figured that would work. Then on the 18th I checked my Zavvi account to see the status. It only showed it was processed, "not shipped" or dispatched. I contacted Zavvi today using their live chat. After three separate chats as the first was disconnected by the agent after I pressed her for answers to why I was sent an email my order dispatched but the website showed it was only processed. And the second was instantly disconnected once I connected and got the same agent. On the third the same agent told me "that's how it works". Apparently if you live in the US Zavvi doesn't provide tracking numbers, and if there's an issue they can't or won't look into it for 14days. They use multiple carriers and can't generally tell you who has your package. During my check out I saw no shipping options, only a charge for the shipping. But the representative told me I would have been provided a tracking number if "I didn't choose their cheapest shipping". Again, no options were shown during check out. Only a charge for the shipping was added to my purchase. When I questioned her response I was told she understood and was now going to "disconnect the call as per protocol". Apparently my questions about my order were taking up too much of her time. And for a third time she disconnected the chat while I was responding to her previous message. Only this time she informed me she was going to as the prior time she simply just dropped the chat, and immediately dropped it when I tried to reconnect the second time. This is apparently their service if you're a US customer, no tracking numbers, if you ask questions about discrepancies with your order or how they ship they shut down and won't take any further questions. Because after all you're the customer and they're spending too much time trying to help you. First class service.

I have to say, use zavvi for years and had no problems till I had to return an item and then it was the worse customer services. I had a figure I brought off them that had a chip, so I return it, got sent a returns label and had a tracking number... 6 weeks went I contacted them, oh we contact the warehouse and get back to you. They never got back to be and 3 more times I contacted them again a week ago and said look it's been almost 3 months and here the tracking number. There claiming the warehouse can't find the item (by the way zavvi warehouse must be a right mess has it seems to loss alot of things) and that I can't have a refund without the receipt that royal mail prints you when you post an item, which I was never told to keep has the message for the returns I got said keep your trasking number has this will be needed if anything happens. They still giving me the runaround and I've had enough! I have now contacted my bank to di a charge back and hopefully they see my side of things. I would suggest anyone who has a problem with them do this. I hate that its come to this, zavvi has things on it that I love getting, like steelbooks but after this, they have lost another customer has now I will go to amazon or zoom to look for these items.
DO NOT USE ZAVVI! Might be great, but once your have to return an item, they loss it, claim its your fault and keep both the item and money! To top it off, the customer serivce is the worse! I don't think realy people work from them has you just get the same message each time, so its one of 2 things, people who can't use a single brain cell or robots who reply to your message.
If you see something you like on Zavvi, please, look else where, amazon now doing steelbooks and you find cheaper steelbooks on ebay anyway, along with another items you want. It's not worth your time, money and item having to deal with such rubbish that i have had to go through! I will never use zavvi again and i was a customer who spent money on there site and got treated like rubbish by them. There don't care about customers, just your money!

This is in relation to a specific problem: Zavvi advertised a ps4 for £180 and I purchased it, then two days later I checked on the order's progress using their website and it had been cancelled. They had not notified me of this and provided no explanation. I then proceeded to try and extract even the smallest amount of information from their 'customer service' team. The only way of doing this is through an online form which you then get a reply from a 'do not reply' email address. There's no way to have a conversation with an actual person, and each message comes completely separately so you have to explain the situation each time. There is also a character limit on the correspondence box, so you can't possibly fit all the relevant information into your complaint.

It turns out my order was cancelled because I did not 'meet with their security requirements." I have asked on two separate occasions for clarification of what that meant. I personally suspect that they had incorrectly priced the item and were using this as an excuse to cancel the order (The second time I checked it was up to £240). They asked me to provide a proof of address in order to be able to make an order - I don't know if anyone has ever been asked to do this before buying an item on the internet before, but I certainly haven't. It all smells a bit fishy to me.

The thing that possibly made my blood boil the most was that they completely ignored things that I said in correspondence with them.

An example is:
"This is the fourth time I have had to contact you about my order *******.
You are not answering my direct questions.
I am uploading proof of address 'for future orders', but this does not explain why my current order, referenced above, has not been processed. Please explain.
Also please contact me in a way I can reply directly or at least prove you are reading my full message by giving a reason why you cannot do this."
Reply:
"Hello Ben,
Thank you for getting in touch about order *******.
Thank you very much for providing the requested document. We can confirm that you can now place the order again if you wish to receive the products.
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,"

There is something else you can do Zavvi: You can read my email and answer my questions.

I really wouldn't advise anyone to do business with Zavvi. In the case something goes wrong, as it did with me through no fault of my own, dealing with it would be far more hassle than its worth.

It will also make you so mad at them that you write an incredibly long rant onto several review boards - something you have never contemplated doing before - as a form of therapy.

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

Estafado con una promo de zbox 2x1. Solo me mandaron 1 caja. No volveré a comprar ni recomiendo a nadie hacerlo.