Vent: Zavvi but Praise for Play!

jezebel

Ordered a DVD box set from Zavvi Outlet at Play.com on 18 December as a Christmas treat - I've used PlayTrade before and never had any issues so thought it would be okay.

Unfortunately, Zavvi use Yodel to deliver so whilst parcel arrived at the right address it was in several more pieces than expected - 4 of the 5 cases had shattered, one disc was scratched and the cardboard cover was torn. (I thinkt they took the title "Chuck" as an instruction!)

After waiting for 2 days for response they sent me a collect plus label, which was a bit of a pain as nearest depot is 30 mins away, but I sent it back same day and resigned myself to fact it might not arrive till after Christmas (but partly my fault for waiting till just under week before to order).

I waited and parcel was delivered on day before Christmas even - great, I thought, it'll be here by new year - unfortunately it didn't go to the right place (although it did tell me on 23rd it was delivered) - it was then re-directed.

At this point I e-mailed Zavvi to explain delay and ask if there was anything they could do. They said they had to wait for delivery - I gave it a few days after Christmas and on 27th e-mailed them again as it had been despatched. After a few days of hearing nothing I contacted them a third time, assuming it had arrived but it didn't. I asked Collect Plus and they said it was lost in transit and that Zavvi would need to make claim for compensation and should refund.

Zavvi still insist that they need to have goods back before they will issue a refund. I can't fault Collect Plus on their customer service (although delivery seems to be harder for them). I've tried e-mailing Zavvi again and get same stock answer about waiting for goods to be returned, I forwarded them the e-mail from Collect Plus saying that they should put in a claim and refund me but they either don't e-mail back or don't respond with anything but the same answer.

I feel like I'm stuck in a strange triangle between Courier and Supplier but mainly feel let down as a customer that I've paid for something and not had it and now can't seem to get my money back either

jezebel

Within 48 hours of logging a complaint with Play under their FairPlay Guarantee I got a full refund from Zavvi.

So kudos for Play for acthing swiftly to deal with the issue, they could clearly teach Zavvi a thing or two about good customer service and trustworthy practice