I've generally had little issue with Zavvi, when picking up some deals on their site, the delivery time has been decent, if a little slow. (I have had some times when items listed as 'in stock' have taken a week the be shipped out)
But when I've pre-ordered an item through their site, this has been hit by a variety of problems. I have had titles that have come out, but remained in my order-list as 'pending', and sudden problems with stock, despite still listing the item as readily available.
The most annoying part of it was the customer service, or lack of it. I had pre-ordered the special edition of a particular game (Ni No Kuni) and due to stock problems with the publishers of the game, I wanted to ensure that my copy would still be ok.
Despite promising a 24 hour response, it was four and a half days before I was given a general response that did not answer my question.
The problem continued when I was sent repeated messages saying there was a problem taking a payment from my card. I also sent questions about this, and tested my card in other places, and even by buying another product on their site, but this particular item was the only one having payment issues.
But once again, the question itself was ignored, and I was given a generic message to say the item was on the way.
Problems with the order continued still when the dispatch message I was given was bogus. After the trouble I had already gone through with this order, I was told the item had been dispatched and would be sent next-day delivery via DPD.
When I checked the tracking details, as there was no sign of delivery the following day, DPD confirmed that they had yet to even receive the parcel from Zavvi.
As before, when I contacted Zavvi about this, they would ignore the actual problem, just giving a simple apology, but not actually saying they would do anything to deal with the problem.
The annoying part of it is that any other form of 'support' is non-existant. They do have a help-line, though they make sure that its as hard as possible to find this number. But if you do find and call it, all you get is a message prompting you to go to their website and contact them there.
While this may help them by making sure the support is about a particular order, it doesn't help the consumer, when the support is always late, and does little to actually help you.
Matt Dark found this review useful
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