Adequate Compensation Zavvi

gazza1001

Hi guys,

Below is an email I've sent to Matthew Moulding. Sorry bit long and boring but summary at the bottom. I'm wondering what level of compensation would be acceptable for the hassle and mobile phone charges I've incurred. Thanks for reading

Dear Sir,

I write this email as a last resort to resolve this problem and to make you aware of the level of poor customer service I have received from Zavvi.

After ordering a PS3 bundle on the 24th October I believed it would reasonable to expect this by the 1st November in time for my sons birthday. After several emails to your customer service over the course of the next few weeks it become apparent the stock was not available nor did you have a firm date this would be in. This was unacceptable in itself to have to wait nearly a month for you to source a product you are offering as available of your website.

To add further to my woes I received an email on the 17th November advising there had been a payment problem with my order. This was due to me moving in the time it had taken since placing my order. So on the 20th November I updated my details and awaited shipping. After checking with my credit card company I found in fact the £206.99 had been taken on the 17th and there was in fact no problem in you receiving payment. So I phoned your customer service department on the 21st who advised they would arrange a call back from your customer relations department the following day to resolve this. No call was received so I called your customer service department again on the Wednesday who advised the order should be shipped but they would arrange a call back to discuss the problem with my wait for the order. When again no call or item was received on Thursday I had to phone for the 3rd time that week to try to resolve this. I spoke to a manager called Billy who confirmed my phone number of 07*4***14882 and advised again everything was ok and the order would be shipped and she would arrange a call from this mystery customer relations department who deal with escalated complaints (but don't phone you back).

So Friday comes (I think you can see where this is leading) no call back and no item shipped. So I wait for 10+ minutes again in a queue that evening (as I have nearly every time I call you) to speak to a customer service agent. I advise I require a call back from a manager to resolve this and the advisor agrees Andy will call me back Saturday.
Saturday arrives and no call back so again I wait in a queue for over 10 minutes to speak to Chris (an advisor I spoke to the previous Tuesday) who states he did pass the details on to customer relations but has taken my number wrong. He asks I send a copy of my bank statement (which I send a photo of my online statement) and advises he will get the finance department to resolve this and have an answer Monday. In addition he will chase up a call from customer service. At approximately 4.55PM yesterday I receive a message to say that finance hasn't resolved this and was hoping to get this out today. He also stated customer relations were a bit busy so I wouldn't get a call back untill today!

I must say I have found the level of service absymal and have never received such woeful service from a retailer. To initially have to wait nearly a month to arrive for stock to arrive is unacceptable and then to debit my account and make me chase my order every day last week is unforgivable. So far I have had 5 failed promises of call backs from the customer relations department and spent over £20 in mobile phone charges (confirmed so far from Vodafone) chasing this. At the time of writing of this email I have no console, no further update and still no call from the customer relations team. My order reference is 2282***. I have just tried again to phone your customer service but gave up after a 15 minute wait on hold.

I look forward to your response on this matter.

Regards,

****

System

They may refund your mobile phone costs I suppose. Don't think they will give you anything else. Maybe a voucher off your next purchase?

I would say that ordering a PS3 on the 24th of October is pushing it a bit fine to be there by the 1st of November. Although I would expect it to arrive quicker than it has!

dalesrider

Contact your card provider and get them to action non reciept of goods.

Your choice to use a mobile to call the co and incur such high charges. Instead of the 0844 No, you could have used 01606 336169 which would have been cheaper.

Issues with the payment. Well i wonder if they had issues with a change of address mid order. Smacks of a fraudster trying to divert goods.

gazza1001

Hi, Thanks for your replies. There is no other official number advertised and I tried others on sayno telephone site but didn't work or no answer. They have created the problem by not calling me back as promised, taking payment and not shipping the goods so I fail to see how they are not liable for the calls.

Re: the fraudster comment the money has cleared and the delivery address was never changed. It just seems for whatever reason they can't locate the money. I contacted my cc company who advised a charge back would take a fair while. Seems the only solution as they still haven't come back to me tonight

Will keep this thread upadated if anyone is interested. Thanks again for the comments

gazza1001

dalesrider wrote: »

Contact your card provider and get them to action non reciept of goods.

Your choice to use a mobile to call the co and incur such high charges. Instead of the 0844 No, you could have used 01606 336169 which would have been cheaper.

Issues with the payment. Well i wonder if they had issues with a change of address mid order. Smacks of a fraudster trying to divert goods.

Tried the 01606 just now doesn't work but thanks anyway

somethingcorporate

gazza1001 wrote: »

Tried the 01606 just now doesn't work but thanks anyway

Yep, doesn't work any more.

Still a good website for future reference: http://www.saynoto0870.com/companysearch.php

bris

Unless you made a delivery date part of the contract they are not liable for any costs. Goodwill is all you are likely to get out of them, they will decide not you.

gazza1001

Ok update: Had a call from customer relations as I had to call them again last night as no call back again as promised. They would only credit me a standard £20 g/w gesture. I have contacted Vodafone and am looking at £40 in total for calls to them.

I discussed this for 30 minutes but she wouldn't budge, absolutely disgusted with them. Now 6 failed call back and they held my money for 10 days with no update on when it would be sent out.

My next course is to look at the small claims court (out of principle!) or the ombudsman. Any help would be appreciated. Apparently Daniel Berry is head of customer relations.

lukerichardson40

If you are going down the small claims route then first send a Letter Before Action, recorded delivery. There are loads of templates online and I am sure loads of guys here will help you make it right.

With that sent, you can go on the money claim online site, just google it, and do everything you need to get the court ball rolling. Very easy to do and I am in the process of doing it myself.

Hope that helps, no doubt there will be many more replies in more detail.

gazza1001

lukerichardson40 wrote: »

If you are going down the small claims route then first send a Letter Before Action, recorded delivery. There are loads of templates online and I am sure loads of guys here will help you make it right.

With that sent, you can go on the money claim online site, just google it, and do everything you need to get the court ball rolling. Very easy to do and I am in the process of doing it myself.

Hope that helps, no doubt there will be many more replies in more detail.

That's great many thanks. I will send a notice of action to this Daniel Berry Head of customer relations. Are your claim details on here out of interest

lukerichardson40

Everything I have done is here -

https://forums.moneysavingexpert.com/discussion/4117877

There are 6 pages of it so far so it is a long read!

I had no idea about how to go about taking a company to court, and everything I have learned is purely thanks to the guys on this site. I (and everyone else) will gladly help in any way we can. I can only speak from experience and have no legal qualification at all, but so far things are pretty straight forward.