Zavvi - Avoid like the plague

Tim_J

My wife bought a Jawbone fitness tracker which developed a fault. I contacted Zavvi and they said it was not under warranty since it was over 6 months. As they suggested, I contacted the manufacturer who said they would not honour the warranty since Zavvi is not an authorised retailer. I tackled Zavvi about this, and they immediately offered a refund or replacement. I asked for a replacement.

These are the responses I have had during the over 8 weeks I have tried to get them to honour their legal obligations:
* This has been processed and you will receive a confirmation email as soon as the item is sent. Please refer to the confirmation email for estimated delivery timescales.
* The request to replace you order was made on 12/12/2017. I'm afraid we cannot check the status of the replacement right now.
* May I humbly request that you should be patient for this replacement because I can see that it is still being processed and I do not want to complicate things by sending conflicting instruction. I hope you find this information helpful.
* So that we can resolve this quickly, please can you confirm the following? Your delivery address. Another member of your household has not signed for the delivery on your behalf. A neighbour has not signed for the delivery on your behalf.
* I am really sorry to hear that you have not received this. In order to help us continue with our investigation, please can you print and sign a 'Non-Receipt of Goods' disclaimer form? Please note, that we do require the form to be signed by hand and not computer generated.
* I am really sorry that this has not yet been dispatched. This is on special order for you with our supplier but at this time they are unable to give me a date for when they will have it back in stock.
* Thank you for getting in touch to request a refund. This will be refunded back to your account and usually takes 3-5 working days.
* I am sorry to hear that you have not yet received your refund. We are currently investigating your query with our finance team and aim to provide you with a response as quickly as possible. Please note that I am not able to confirm an exact timescale for this investigation to be completed. As soon as we receive any information regarding this specific offer we will message you and provide you with an update.

If your transaction with this company goes OK (and you are happy with effectively no warranty), then you are alright - if it doesn't, kiss the money goodbye.

Cheers

Tim

theonlywayisup

Tim_J wrote: »

My wife bought a Jawbone fitness tracker which developed a fault. I contacted Zavvi and they said it was not under warranty since it was over 6 months. As they suggested, I contacted the manufacturer who said they would not honour the warranty since Zavvi is not an authorised retailer. I tackled Zavvi about this, and they immediately offered a refund or replacement. I asked for a replacement.

These are the responses I have had during the over 8 weeks I have tried to get them to honour their legal obligations:
* This has been processed and you will receive a confirmation email as soon as the item is sent. Please refer to the confirmation email for estimated delivery timescales.
* The request to replace you order was made on 12/12/2017. I'm afraid we cannot check the status of the replacement right now.
* May I humbly request that you should be patient for this replacement because I can see that it is still being processed and I do not want to complicate things by sending conflicting instruction. I hope you find this information helpful.
* So that we can resolve this quickly, please can you confirm the following? Your delivery address. Another member of your household has not signed for the delivery on your behalf. A neighbour has not signed for the delivery on your behalf.
* I am really sorry to hear that you have not received this. In order to help us continue with our investigation, please can you print and sign a 'Non-Receipt of Goods' disclaimer form? Please note, that we do require the form to be signed by hand and not computer generated.
* I am really sorry that this has not yet been dispatched. This is on special order for you with our supplier but at this time they are unable to give me a date for when they will have it back in stock.
* Thank you for getting in touch to request a refund. This will be refunded back to your account and usually takes 3-5 working days.
* I am sorry to hear that you have not yet received your refund. We are currently investigating your query with our finance team and aim to provide you with a response as quickly as possible. Please note that I am not able to confirm an exact timescale for this investigation to be completed. As soon as we receive any information regarding this specific offer we will message you and provide you with an update.

If your transaction with this company goes OK (and you are happy with effectively no warranty), then you are alright - if it doesn't, kiss the money goodbye.

Cheers

Tim

Did you take them up on their offer of a refund or replacement and did it transpire - too much text for me to wade through on a phone.

teddysmum

It's quite reasonable to ask if someone else took the parcel as,before Christmas, an article I expected didn't arrive.


If left with a neighbour, there is usually a card stating this, so I assumed it was late. However,the next day, one of our new neighbours, who have large Amazon deliveries (quantity and size), brought round my package,which had been mixed in with theirs, as it was only in a padded envelope, because they only noticed it when dealing with their own items.