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Paul's complaint against Zavvi
[RESPONDED] Zbox subscription
Complaint against Zavvi
I have had the issue described in your Zavvi article, here are the details: This was my exchange from the 6th November: [quote]Hi, Please can you cancel my subscription to the future boxes (Subscription number XXXXX). Regards One of our customer services advisors has reviewed your query and we are able to confirm the following: Hello, Thank you for getting in touch about your query. I have now requested this to be cancelled for you. 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, Dan Zavvi.com Customer Service Team[/quote] And then their reply this morning to my query on friday: [quote]Hi, on the 6th November I received confirmation from 'Dan' in customer service that my subscription (XXXXX) had been cancelled. I can see you have charged my credit card a further £19.99 and are planning to send the next box. Please refund this amount immediately and cancel this subscription and any recurring subscription payments you have set up. This is bordering on theft and if this is not resolved promptly I will issue a chargeback through my credit card company and send an invoice for my time. Kind Regards One of our customer services advisors has reviewed your query and we are able to confirm the following: Hello, Thank you for getting in touch about your subscription. I am sorry to say that your subscription has not been cancelled as of yet. There have been some delays in the process but I can assure you it will be cancelled as soon as possible. I am very sorry for any inconvenience caused and understand this must be very frustrating. 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, Harry Zavvi.com Customer Service Team [/quote] I actually proper laughed at that reply, the level of incompetence is amazing! Anyway I've just sent them this: [quote]Hi, Your reply to my previous query from 'Harry' was simply not acceptable. I cancelled this subscription at the beginning of November and have confirmation from 'Dan' saying it was done. It has now been over a month so to claim there was a delay is unacceptable. The reply from Harry didn't confirm I would be receiving a refund or that the subscription would now be cancelled. So, this is the final chance, please refund the 19.99 you have charged me for Decembers box, cancel the subscription and send me confirmation you have done both these things. If this is not done by Wednesday of this week (09/12/15) I will ring my credit card company and ask for a chargeback for the amount. Regards[/quote] And they've replied with another totally unhelpful answer, no confirmation of refund, no confirmation they have actually cancelled and a set of instructions that aren't possible as the next box doesn't appear in outstanding orders, only in the subscriptions section where there is no cancel button: [quote]Hello Thank you for getting in touch about cancelling order. 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, Dominic[/quote] Well they've got until end of tomorrow to send me the email confirming cancellation then I'll do a chargeback!
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Sarah Whitehouse | | VERIFIED