Zavvi customer service

hanumanmohawk

Zavvi seem to be using their returns policy as a way of substituting goods [post payment] for ones which have not been ordered.

I ordered a cd before xmas and zavvi sent out the wrong one [different artist, less disks, lower value].
I returned the unwanted item to them.
They made me wait 20 days due to a failure to log the item into their warehouse [This was seen as my responsibility as i had agreed to send back their unsolicited mail to them?]
After many e-mails and a formal letter of complaint they promised to send out the correct item as a priority. A week later [after much further prompting] they have sent me the identical incorrect item.
To date I have waited 29 days for my order to be dispatched


‘If this is how zavvi treats it’s customers then It dosen’t deserve to have any’


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hanumanmohawk

I would like to see a change in their customer policy to reflect the following: "In situations where the value of the product is great enough companies should be made to use trackable courier collection services for pickup of items sent in error thereby ruling out the possibility of shifting the blame from the seller to the buyer. This will also protect the sellers interests in the process. Ultimately the error should be left entirely in the hands of those responsible and not handed to the customer to fix."

I feel this stipulation should be made law for consumer protection.