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Awful customer service when returning an item

After ordering a Wii U game from Zavvi they actually sent me a completely different PC game. I contacted them via their message service and they organised a Collectplus return. So far so good as this would not cost me any money in returning the game just the inconvenience of having to take time out to sort out a problem they caused.

It has now been over a month since the item was first sent to me and nearly a month since the item was actually delivered to them. This can be checked by the online tracking that the Collectplus service offers.

After numerous messages to their Customer Service team they state that the refund can only be actioned once their warehouse has found the item was processed it. Even though I have given them the tracking number that states it has been delivered they still tell me that it is sitting in their warehouse.

I have also asked them about this on Twitter and even sent them a message via Facebook asking what is going on but they have ignored these messages.

A month waiting for a refund on an item that was caused by an error on their part is not acceptable. Whilst they can offer cheap items their customer service is some of the worst I have ever experienced. Never have I had to chase up a return so much. Other companies would either ask for proof of posting and then action the refund or like in the case of Amazon send a new item and then ask you to send the wrong one back.

I do not seem to be alone in this as on other forums I visit there are other customers who can tell similar stories.

Kalle Räikkönenand Matt Sbjksdvksdj found this review useful

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Andy Massey
United Kingdom