Zavvi

4.00 stars

71 Reviews

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Dave's complaint against Zavvi

Dave Capes

05/01/2018

[LAPSED] Waiting for item to come into stock, despite you having stock of said item

Complaint against Zavvi

Zavvi sold me 2 items (and took payment) before Christmas. Both items are listed as "Availability: Stock will be despatched to you as soon as we receive it from our supplier." One of the items they do have stock of, but are unwilling to send to me as it is under a different product code. After receiving the same answer repeatedly (that it was out of stock) in private messages from their Facebook page and having them delete posts I had made publicly on their Facebook page, I used their direct chat. The person on the direct chat explained to me that the item I had ordered was 'around 3.5 inches' and the one in stock was 10 inches. Despite their being no mention of size on the product page of the Zavvi website (for the one I ordered), both items using the same picture, and me knowing that it was not the case at all, having spoke to the manufacturer and confirmed there was only ever one version made. The customer services rep insisted that I had ordered a 3.5" item that was made by a different manufacturer than the 10" version and I would have to wait for the 3.5" to come in to stock. Obviously that will not happen as a 3.5" version does not exist. I have repeatedly asked to speak to a manager, with no success.

  • supporters 0

Lapsed. Dave has not responded in 90 days

  • Comments (14)

Sarah Whitehouse | | VERIFIED

Hi Dave, Sorry for the late reply, I have checked your account and can see that this has been resolved by Tracie from our Customer Relations Team. Thank you Del

Dave Capes | | VERIFIED

It has not been resolved, I'm not sure why you think it has? During my last phone call with Tracie, I was the recipient of more lies. So unless you're happy to leave me as an unhappy customer, who's last correspondence was lies, this has not been resolved.

Sarah Whitehouse | | VERIFIED

Thanks for responding Dave. I can see this order is cancelled if you do require any more assistance on this situation. Please sign into your account and drop us a message and we can look into this. Kind regards, Matthew

Dave Capes | | VERIFIED

I would prefer to rectify the problem here, as messaging you on the Zavvi website and the Zavvi Facebook page has proven very painful, time consuming and gotten me no where. Despite repeated lies from your customer service team and the manager of said team, the item I ordered was in stock and you could have sent it to me. Instead you chose to needlessly waste my time

Sarah Whitehouse | | VERIFIED

Ok that's fine, we understand. Do you have a order number please? Thank you

Dave Capes | | VERIFIED

Sorry for the delay. order number is: 113229097

Sarah Whitehouse | | VERIFIED

Thanks for providing this Dave, I can see this matter is now resolved on your account as both items were cancelled. Please accept my apologies for the frustration caused on this matter. Kind regards, Matty

Dave Capes | | VERIFIED

I will repeat my earlier response, because you have repeated yours: It has not been resolved, I'm not sure why you think it has? During my last phone call with Tracie, I was the recipient of more lies. So unless you're happy to leave me as an unhappy customer, who's last correspondence was lies, this has not been resolved.

Dave Capes | | VERIFIED

A big part of the problem is that Zavvi's customer service seem insistent on finalising this matter. I didn't want my order cancelled (because one of the items was in stock), I don't want to be repeatedly told this has been resolved, it hasn't. Please read the rest of the messages before responding. If you had spent any time on this at all, you would have known your response was not helpful.

Sarah Whitehouse | | VERIFIED

Thank you for this order number Dave. I can see this order is cancelled, we no longer have stock of this item. As a gesture of goodwill I can see Tracie applied credit to your account and this amount was used to place a new order with ourselves. Part 1 of 2.

Sarah Whitehouse | | VERIFIED

Continued. As this credit was accepted by yourself and an order was placed using this credit we would now class this complaint as resolved. Kind regards, Matty

Dave Capes | | VERIFIED

The credit was not accepted by anyone although I accept an order has been placed with the credit (I had not realised credit was being used for the order). All in all this has been a pretty awful shopping experience in which I have been repeatedly lied to. Customer services reps saying things that were obviously not true. You are actually correct, the item is out of stock...

Dave Capes | | VERIFIED

7 months ago when I ordered it, it was in stock and remained in stock for several months afterwards. Your company is awful.

Sarah Whitehouse | | VERIFIED

I apologise you feel this way Dave, as advised we have discussed this matter with you via your account and as the credit was confirmed with yourself, added and then used we would class this situation as resolved. If you need any further assistance, please contact us via your account. Cheers, Matty
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