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72 Reviews

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Becky's complaint against Zavvi



[RESOLVED] - Cannot unsubscribe from Z-Box

Complaint against Zavvi

I've been trying to cancel my subscription as it auto-renewed without me being told it would do so. Because of this I had already set up another order for the same box and paid 6 months up front so I would receive it. Upon trying to cancel the original order which auto-renewed I was told it was too late that month. Upon trying again the next month I was told the same thing: "Once a box has been dispatched there is a 14 day window where we can cancel the subscription, after this we are unable to request any further cancellations and the following month’s box will generate soon after - we are unable to cancel these until they too have dispatched and the new 14 day cancellation period has begun. We are really sorry, as 14 days have now passed since your last box was dispatched, we are unable to cancel the current active subscription and the next box will be sent to you. However once this has been dispatched, we will request the cancellation of your subscription so no further boxes will generate and your subscription will come to an end." The next box had been dispatched and I checked my account to see if they had cancelled it but it is still set to autorenew. I have now emailed them again to request a cancellation.

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Zavvi resolved this complaint

  • Comments (6)

Sarah Whitehouse | | VERIFIED

Hello Becky, I am sorry to hear we are unable to cancel your subscription. Please can you provide your 8 digit order number and I shall look into this for you. Kind regards.

Becky | | VERIFIED

User Responded via private message

Sarah Whitehouse | | VERIFIED

Hello Becky, thank you for your order number. I have looked into your account and can see that you have 2 subscriptions; a one month and a 6 month subscription. I have cancelled the 1 month subscription for you so that you do not continue to receive duplicate boxes. You can continue to check on the dispatch of your subscription boxes in your online account.

Sarah Whitehouse | | VERIFIED

Please be aware that your 6 month subscription will also automatically re-new for a subscription of the same length, unless cancelled after the 6th box. To check on the boxes that have been dispatched, you can log into your online account and once dispatched it will update in your account and you have 14 days to inform us of a cancellation, once the 6th box has been dispatched. Many thanks.

Becky | | VERIFIED

Thanks! You are brilliant.

Becky | | VERIFIED

It's a shame it takes this to sort something out, but Sarah did fix my problem, so I'm happy!
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