Advise needed Fautly product and refused refund Virgin Megastore/Zavvi Entertainment

bluemango

I am after a bit of advice on what I should do about an online order placed through the Virgin Megastore who are now known as Zavvi Entertainment.

I placed an order for a DVD boxset on 06/11/07, I received the goods on 12/11/07 - however the DVD Boxset was incomplete with items missing so I had to return the faulty product back to them!

I took photocopies of the delivery note and completed return forms and have proof of their T&C's as below which are stated on the back of the dispatch note and I also have a signed signature receipt of the return slip from Royal Mail.

The item should be returned to a Freepost address, however under the Terms and conditions it states:
"We regret that we cannot offer replacements or refunds for goods not received by our returns department"

Due to the cost of the item (£60) and to ensure that goods were received by them I mailed the items back with registered delivery (at my additional cost) it states on the returns note:
"Should your Item(s) you received be faulty, we will be happy to replace or refund the monies paid by you for the goods, together with any return postal charges you may have incurred".

As of today I have failed to receive any replacement goods or a refund for my Postage.

I have finally managed to speak to customer services today (0845 277 7447), for the last 8 days I have tried to contact them but the phone just rings and rings and they never pick up.
Finally today after it was ringing for 30 mins they actually picked up the call they have REFUSED to issue me a refund for the postage as they state it is not in their Terms and Conditions, even though I read them out over the phone, I then asked to be put through to a supervisor told 'not available', but I could talk to another colleague, was placed on hold then cut off (what a surprise)!
They did state they have sent a replacement product dispatched on 14/11/07 (but as at today I have not received it).

Has anyone got any advise of what action I should take against them, as their customer is really unhelpful.
I have emailed them 3 times about this over the last 8 days (with no response) and left calls on their answer machine but they do not return calls as promised, but they have REFUSED to refund my costs even though it is clearly stated in their own T&C's!!!





Any advise and suggestions?
Thanks in advance.

Torby

Have to agree...ZAVVI sucks big time...apparently their call centre is closed for 3 days so they can upgrade it for the Christmas rush....of complaints....ordered box set advertised on TV withing 2 mins of advert...item in stock....etc...etc....24hrs later I get an email saying cancelled....no explanation...although I could choose from 3 possible scenarios....none valid as far as i could see

1: No Stock...wel its still advertised on TV and says in stock online
2: Problem with Credit Card...I used my Virgin card and theres no problem!
3: International delivery address...I live in the UK

This was an Xmas present...I cant get hold of them...going through head office they cant connect cos phone line is down...all in all...a total shambles....I should have known better than to try a transaction with Virgin....It wont go all the way!