I have ordered from Zavvi before and have always found them to be very good. On this occasion however, my item did not arrive.
This in itself is not an issue, things sometimes get lost in the post.
I then waited the 10 working days as required and contacted Zavvi's customer services department. I could not do this via the phone as they don't have a phone support line, so I raised a call on their website.
The call was answered in good time and I was told that it wouldn't be a problem, a replacement would be sent, I just had to fill in the non-delivery form and return it via post or e-mail.
I filled in the form and returned it via e-mail; I also added to the support call I'd created to inform them that I had returned the form.
I received a reply back a day or two later telling me that if I had sent the form back it would be dealt with at the earliest opportunity.
I then waited another day and had still not heard anything; I had no idea whether or not they had received my form, nor when they would be sending me a replacement.
It had now been 20 days since I'd raised my original order and 6 days since I'd informed them that my order had not been recieved.
I then sent another e-mail informing them that I would cancel the payment if I hadn't heard from them within another 5 days. Within a day, I had received a reply from a manager in the customer services team confirming that they had received my non-delivery form and that a replacement item was on the way.
This is not acceptable, I shouldn't have to chase them and threaten to withdraw my payment before my query is dealt with.
I may have thought that this was an isolated incident and I was just unlucky, but a quick search on the internet reveals a number of people complaining about Zavvi's customer services.
My item has now arrived and is working fine, but I will not be ordering from Zavvi again; the few pounds I saved was not worth the extra hassle.
To sum up, I would say that ordering from Zavvi is a good experience, their website is fine and if there is no problem with the order, it arrives in good time.
If you have an issue that needs to be dealt with though, their customer services is poor and they appear to leave you hanging until they have no choice but to deal with your query.
The website was easy to use and had a comprehensive list of tyres from cheap to expensive branded tyres.
The garage was very good and fitted the tyre quickly.
They also gave me a free dust cap for my tyre valve as I had one missing!!
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