Virgin/Zavvi

barjam_2

placed an order 28th august, 2 wii games received one in sept other was despatched oct 17th tried every day ringing ( also emailing) since 30th oct hanging on for 20 mins each time, got through 9th nov to be told it would be despatched again, been ringing since monday 19th no joy:mad: when ringing zavvi they answer straight away but when they put you through to customer service thats where the problem starts :mad: :mad:

123oleary

both times i've used them delivery has been very quick

chas_2

123oleary wrote: »

both times i've used them delivery has been very quick

You were lucky to have had a delivery at all. I ordered a WII from this bunch which they never delivered. I found it impossible to get a response from their customer 'service' people and ended up having to do a chargeback through my credit card company which in the end got me my refund.

Truly an awful awful outfit from my exerience and I would never use them again. Don't be fooled by the name change whether it is Virgin Megastores or Zavvi they are the same bunch and they couldn't give a stuff about their customers.

iamtheparty

I work for Zavvi/Virgin and we switched to a new ordering system a few months back and it was rubbish. It was needlessly complex and the tiniest detail (like the space in the phone number mentioned above) out of place and the whole order would fail. Believe me, we got sick of angry phonecalls about missing orders!! And you would not believe how hard it is to rectify!

BUT!!! We changed back to the old, reliable system recently. It's quick and simple and the orders arrive when they say they should 99% of the time.

But the customer order helpline is ruuuuuubbish. You just end up on hold forever, and there isn't even a separate one staff can ring! It's alright if you fancy a sit down for a bit tho :P


I'd also like to point out that Virgin/Zavvi are VERY customer orientated. Believe me, we have it well and truly drilled into us every single day!

benyooro_2

I placed an order for a DVD box-set with Virgin on 5th November, and received a "confirmation of despatch" email the next day. But nothing arrived.

On the 21st I sent an email via their website; their reply said that someone would contact me shortly. Their website maintains a response time of two days.

A week later, nothing. I tried calling customer services on seven occasions, and held for at least 20 minutes without being answered.

I called their main switchboard, was told they were very busy but that she'd take my details and have someone call me back. I've heard nothing.

I sent a further email, and received the standard reply.

I called customer services 2 days later (30th November) and was played a recorded message telling me that the department would not be available by telephone until 3rd December!

I called them this afternoon and was put on hold (after listening to a new message describing how I should contact customer services via email, as this is far quicker and would be prioritised!).

I called the main switchboard, and was staggered to be told that customer services was unavailable by telephone "because they're so busy". I asked to speak to someone about this, and was told "there's no-one for you to speak to"!

It's worth mentioning that the 0845 2777447 number seems to have disappeared from their website.

This purchase is a gift. I bought exactly the same item for myself from HMV in the middle of October. It arrived two days later.

I will never, never use Zavvi again.


In the meantime, can anyone advise on what best to do next?

barjam_2

i have been phoning zavvi regularly without anyone answering calls to customer service i rang an hour ago to be told there is no number to ring customer service you have to email them:mad: i explained to the girl i email also and no-one replies so she took my no. for someone to ring me:rotfl: what a laugh as if thats gonna happen i'm waiting for a game which is my second part of the order mind you i only ordered it it in august have i gave them enough time :rotfl: :eek:

Torby

I got through first thing this morning...I was the second caller...same problem...ordered in stock item...still showing in stock and advertised on TV...they took my money (pre approved...same thing in my book...they want to make sure I have the money...pity I cant check if they have stock) tells me theres only 4 people in total in cs, 2 in jesrsy and 2 somewhere else...bloke says to me its out of stock...I said it was in when I ordered, you still advertise on TV and it says delivery withing 3 to 7 days on the site now...he says that means its on order from supplier and could be up to 45 days, thats why it was cancelled...he says read out T & Cs...I said I've got it in front of me and it says...If I order and the item is not available after 30 days the order will be cancelled...I only ordered 3 days ago...so keep it on back order til it comes...EVEN AFTER XMAS i said.

If you ask me, this is their way of drumming up business...advertising cheap items THEY DONT HAVE IN STOCK!!!...and hope you'll switch to somethig else...rip off merchants....oh and they still have the cheek to offer 10% discount to Virgin card holders....some discount 10% of nothing....heck if you want to buyy something I'm selling and I have none in stock....I'll offer 95% discount....

ZAVVI sucks big time...same as Virgin....your order wont go all the way

barjam_2

eeeh i spoke to soon guess what.. i received a phone call at 3.30 the guy said he would just refund me as the game is not in stock, he said probably the last time i spoke to someone it was prob out of stock then (9th nov)

xxdiddiexx

iamtheparty wrote: »

I work for Zavvi/Virgin and we switched to a new ordering system a few months back and it was rubbish. It was needlessly complex and the tiniest detail (like the space in the phone number mentioned above) out of place and the whole order would fail. Believe me, we got sick of angry phonecalls about missing orders!! And you would not believe how hard it is to rectify!

BUT!!! We changed back to the old, reliable system recently. It's quick and simple and the orders arrive when they say they should 99% of the time.

But the customer order helpline is ruuuuuubbish. You just end up on hold forever, and there isn't even a separate one staff can ring! It's alright if you fancy a sit down for a bit tho :P


I'd also like to point out that Virgin/Zavvi are VERY customer orientated. Believe me, we have it well and truly drilled into us every single day!

I have to disagree with you. I found their CS service to be beyond crap. It took me 3 telephone calls to cancel an order.

That was 2 weeks ago and I am still receiving random emails about my "order"

I told them in no uncertain terms that if they took any money from my account I would see them in court :mad:

MathewLisett

Well, getting dealt with in the shop's are not that great either.
I have somehow mis-placed the receipt, which from experience policies do state without it no refund, so fine... how ever some companies when they take your details don't need receipts...thats blissful.

however i went in today to the Salisbury branch (cant see their refund policy anywhere) went to exchange for the correct dvd collection which would have been fine as she said she could have done via vouchers due to no receipt i said thats understandable, so i said if im able to find the receipt im able to get the difference in cash refund yeah?

NO she replied only vouchers, thats when i started get to get fed up.... asked when did that policy come into action.

"when zavvi took over"

so i said well thats just bloody useless, why on earth do you not do cash refunds

"because thats our policy"

so i am really im the creek then no matter what i do with a receipt or not, ill be stuffed with vouchers that ill never use

"yeah sorry about that "

and at no point did i see their refund policy (i may have missed it during my period of being annoyed of losing just over 50 quid)