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Steve's complaint against Zavvi



[LAPSED] Zavvi Complaint

Complaint against Zavvi

Hi, Last Friday on Black Sale day I ordered a PS4 console deal for an Christmas present. In error I managed to order 2 of the exact same item. I cancelled the order of one of them on my account within 12 minutes of the initial order as per the instructions on your website. At the time the update was labelled as ‘Still waiting to be picked’, therefore it seems reasonable to expect for the item to be cancelled. Especially as your websites refers to the point that you will not be charged until the item hasn’t been despatched. To back this up I also emailed the customer service address to again advise to cancel the order. On the following day, Saturday 26th November I had this reply: Hello Steve, Thank you for getting in touch. I am sorry to hear that you want to cancel this. We will request this straight away and then send you an email to let you know if it has been successful. Did you know you can try to cancel an order yourself online? - Simply log on to your online account. - View your outstanding orders. - Click on the cancel button. - You will have the choice to cancel the entire order or just part of the order. Please note that if the order has already entered our warehouse for processing then the cancellation request might not be successful. If a charge has been taken for the order, then a refund will be requested upon cancellation and the money returned to your account within 3-5 working days. 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, Oliver So to confirm what Oliver has written, yes I did know that which is why I did cancel it via my account. Oliver then confirms that the cancellation will take place as long as it has left the warehouse. Well the order was cancelled within 12 minutes of me completing my purchase so if it has left the warehouse by then I would be very surprised. According to the system though it was still waiting to be picked. Currently I am in a conversation about this which I only get a reply to every 48 hours. I am being asked to pay £6 for a courier to collect from your team as its not your error?! To confirm the item had not left your warehouse and I am well within my rights to cancel that order under the DISTANCE SELLING REGULATIONS. To confirm that line from the DSR if you cancel your order before receiving your goods the retailer must pay return postage costs, even if their T&Cs says differently. If this isn’t resolved to my satisfaction my next step will be the Office of Fair Trading followed up by the small claims court. I will not be paying postage to send the item back that I cancelled via the suggested method on your website and I now believe I should be compensated for the time loss I have spent chasing this and for the extra £194.99 you have of mine which isn’t yours to take. I look forward to a resolution to this within 48 hours of this email before I speak to the Office of Fair Trading.

  • supporters 0

Lapsed. Steve has not responded in 90 days

  • Comments (1)

Sarah Whitehouse | | VERIFIED

Hello Steve, Thank you for getting in touch. I am so sorry to hear that you were not able to cancel your order. If you can please supply us with your order number, we will be able to look into this for you. Many Thanks.
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