Zavvi aka The Hut - terrible customer service+refund not replace when price increases

Anna_Nimmo-Tee

I bought The Shield boxset for £25 for my partner's xmas present. As we started to watch them one of the discs started to skip and had a scratch on it. I promptly emailed them through Play.com where i purchased the item through Playtrade. Zavvi emailed back a returns label saying to send it back and they would REPLACE it.

I sent back the boxset with REPLACE written on the forms, and also enclosed the email where they said they would REPLACE it..... THEY REFUNDED me instead!!!

The boxset is now over £60!!

I emailed back saying you refunded not replaced. Please resolve.

They then emailed saying it hadnt been returned!!! Erm, you just refunded it, so yes, it was!!

The next person who emailed saying that didnt have in stock and the suppliers couldnt supply them!! They also said it would be removed from their site.

I IMMEDIATELY LOOKED ONLINE AT BOTH THE HUT AND ZAVVI AND PART PROCESSED AN ORDER FOR 8 UNITS, WHICH WAS ACCEPTED!!

ITS NOW FOUR DAYS LATER, AND GUESS WHAT, THE BOXSET IS STILL ON THEIR SITES AND IVE NOT HAD A REPLY BACK FROM ZAVVI!!

Now, i get that under consumer rights they can refund if cheaper (dont agree with it), but my arguement is this:
1 They said they would replace in email (written communication)
2 They lied and said not in stock, when i have clearly proved it is (I sent scanned images off their sites to them)

I am more than furious, and as we were halfway through the boxset, the boyfriend is understandably angry about not being able to continue with the series.

Has anyone experienced similar, and does anyone have any ideas how to get the replacement item i was promised??

I have got Playtrade on the case, but from their website they say that if a trader does not play ball they will refund. As the boxset is still £40 more, that doesnt solve the problem.

:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

unholyangel

For some reason I thought this was about play.com *doh*

Even under UK law you cannot enforce a remedy that is disproportionately costly or impossible. Just because they have stock in doesnt mean its from the same supplier at the same price.

Sorry

vuvuzela

Anna_Nimmo-Tee wrote: »

I bought The Shield boxset for £25 for my partner's xmas present. As we started to watch them one of the discs started to skip and had a scratch on it. I promptly emailed them through Play.com where i purchased the item through Playtrade. Zavvi emailed back a returns label saying to send it back and they would REPLACE it.

I sent back the boxset with REPLACE written on the forms, and also enclosed the email where they said they would REPLACE it..... THEY REFUNDED me instead!!!

The boxset is now over £60!!

I emailed back saying you refunded not replaced. Please resolve.

They then emailed saying it hadnt been returned!!! Erm, you just refunded it, so yes, it was!!

The next person who emailed saying that didnt have in stock and the suppliers couldnt supply them!! They also said it would be removed from their site.

I IMMEDIATELY LOOKED ONLINE AT BOTH THE HUT AND ZAVVI AND PART PROCESSED AN ORDER FOR 8 UNITS, WHICH WAS ACCEPTED!!

ITS NOW FOUR DAYS LATER, AND GUESS WHAT, THE BOXSET IS STILL ON THEIR SITES AND IVE NOT HAD A REPLY BACK FROM ZAVVI!!

Now, i get that under consumer rights they can refund if cheaper (dont agree with it), but my arguement is this:
1 They said they would replace in email (written communication)
2 They lied and said not in stock, when i have clearly proved it is (I sent scanned images off their sites to them)

I am more than furious, and as we were halfway through the boxset, the boyfriend is understandably angry about not being able to continue with the series.

Has anyone experienced similar, and does anyone have any ideas how to get the replacement item i was promised??

I have got Playtrade on the case, but from their website they say that if a trader does not play ball they will refund. As the boxset is still £40 more, that doesnt solve the problem.

:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

Frankly, it's tough luck on you and your boyfriend. All Zavvi needed legally to do was refund, they were under no obligation to replace. There's nothing you can legally do to force the resolution you want.

Littlestars_2

tbh if its similar to where i work if items are sent back to the returns centre if someone put replace on a note they will not do it because thats not their job and we would need the customer to contact us first to a replacement can be set up. If you didnt contact them to advise of the issue before sending it back then they of course would only refund.