About six months ago, I pre-ordered Tearaway for the PS Vita. Instead of sending me the game on day of release, they sent me £160 worth of Vita, Tearaway and littlebigplanet. They sent me an email asking for it back and said I wouldn't get the game I had been charged for, until I had sent their expensive mistake back. They asked where they could pick it up from, what day, when it arrived and a contact number. I answer these questions immediately. Check out the quality of this customer service.

Since this tweet, Zavvi have still not sent me the item despite it being in stock.

This morning, I received an e-mail from them asking me if I wanted to buy it.

I have now asked them for a refund. This happened very quickly, although they failed to answer any of my questions.

The good news in this story, is thanks to the power of Twitter, a man called Jon Eckersley who is an Artist who works for MediaMolecule has offered to send my son a free copy of the game, as well as a few badges.

His Twitter tag is https://twitter.com/EcksAndWhy At Christmas, this is a wonderful ending to what has been a tale of misery from Zavvi.





Sent by: You. 23 November 2013, 13:01


The item arrived today. I can see why you are so keen to get it back.

Collect from same addressed. Wed-Fri would be best to collect.

It arrived today .

Contact number ********

I ordered the correct item in good faith ten months ago.

I expected to get on release date. I see from your email that you will not despatch the item that I should have received yesterday, until this item is returned.

May I point out that this is your mistake and in order to rectify it, I am having to put in additional time for no fault of my own. How this relates to be me be further punished/delayed in receiving the item I have paid for, is a rather bewildering display of customer service!

Please can you despatch the item to me, please?

Phil



Sent by: zavvi. 23 November 2013, 16:13


Hello Philip,

Thank you for getting in touch about Tearaway [Games PS Vita]. I am really sorry it arrived with you incorrectly.

In order to ensure the safe return of this item, we need to arrange for it to be collected from you.

Please can you clarify the following information so that we can arrange this as soon as possible?

A suitable collection address
A suitable day for collection
The date the item was received
Your contact number

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Kim

Zavvi.com Customer Service Team



Sent by: You. 23 November 2013, 16:22


Kim

Are you OK?

If you read my original e-mail, I appear to have answered every question that you just gave me, and you haven't answered the one I sent to you.

All of the collection details have been given. Mine was to send me the product that I've paid for.

Phil Clarke



Sent by: zavvi. 24 November 2013, 8:42


Hello Phillip,

Thank you for getting in touch about your return.

I am really sorry that you received the wrong item and my colleague was unable to assist with your query, please accept my apologies for the delay and frustration this may have caused you, this was caused by an error in the warehouse.

Due to our usual processes and in this case the status of the incorrect item sent out, we are unable to process the replacement of the correct item until we receive the incorrect item back, I understand your disappointment in this.

Please accept our apologies and we request your patience in this matter.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Jonny

Zavvi.com Customer Service Team




Sent by: You. 24 November 2013, 9:47


Jonny

Thanks for your email. It's nice to see someone can read through an email before replying.

I was hoping to get this game for my son's birthday. We now have no game and no clear idea of when we will receive it.

I have given you all the details for recollecting your mistake. You have not mentioned this, nor offered any clue to how I will be contacted. How will this parcel be recollected?

As for your usual processes, can you not despatch another item? I am wasting time, and being inconvenienced for what is your error.

Phil Clarke



Sent by: zavvi. 24 November 2013, 13:03


Hello Phillip,

Thank you for getting in touch about your return.

I am really sorry but as we have not received your returned item we can not despatch a replacement for you. This item is also out of stock, therefore we will only be able to offer you a refund on the return of your incorrect item, which I understand may be disapointing for you.

For us to arrange a collection could you please confirm-

A suitable collection address
A suitable day for collection
The date the item was received
Your contact number

I apologise for any inconvenience.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Lydia

Zavvi.com Customer Service Team




Sent by: You. 24 November 2013, 16:40


Lydia

I sent you ALL of this information, in my first e-mail.

Kim ignored it.
Jonny ignored it.
You have not seen it, either.

I have now sent four emails this weekend, solely down to another mistake from someone at your company.

Hopefully, this message will reach someone who possesses some iota of customer service.

Yours bewilderedly

Phil Clarke

PS Friday would be the best day to devote even more time to this collective ineptitude. Looking forward to a call. (I have sent you the number, before you ask me for the fifth time)



Sent by: zavvi. 25 November 2013, 8:35


Hello Philip,

Thank you for getting in touch about your order.

I have now requested for this order to be collected on Friday 29th November.

Again I wish to apologize for the inconvenience caused by this error.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,
Nikki


Zavvi.com Customer Service Team




Sent by: You. 02 December 2013, 22:58


It has now been ten days since you messed up my order and sent me the wrong item.

After ignoring the content of my emails for over five emails, you finally gave me a date for a courier, with no time. I waited for ten hours, unable to leave house to rectify your mistake. The item has been returned. Can you send me the item that I preordered six months ago?



Sent by: zavvi. 03 December 2013, 14:08


Hello Philip,

Thank you for getting back to us regarding your Tearaway order. We appreciate the feedback.

I can confirm that your package was received at our warehouse yesterday, and that this will now be working through our systems for your replacement. You should receive an email confirming dispatch of your game shortly.

Sorry once more for all the inconvenience caused, in both the initial delivery and our responses to your questions. Thank you for your patience and understanding in this issue.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Lee

Zavvi.com Customer Service Team




Sent by: You. 10 December 2013, 19:04


We are almost three weeks since you sent me the wrong item. I have not received any email to say it has been dispatched and have not received it.

I have noticed that today has suffered a media fiasco with this item. Please refund me the money and give me a phone number to contact someone at your company. If I don't hear from you soon I will add this thread of conversations to the media, as it portrays your company in an incompetent and totally uncaring manner which treats loyal customers as petty criminals.



Sent by: zavvi. 12 December 2013, 9:14


Hello Philip,

Thank you for getting in touch to request a refund.

This will be refunded back to you and usually takes 3-5 working days.

We're truly sorry for any inconvenience this error has caused you.

If you have any problems with this refund or should you have any further questions, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Sarah
Zavvi.com Customer Service Team




Sent by: You. 12 December 2013, 11:12


Sarah

Thanks for the offer of a refund. The sooner I have nothing to do with this company, the better.

As is customary with a reply from your department, you have ignored the majority of my email.

I asked for a phone number to speak to someone.

Also, may I ask WHY wasn't my original item been sent, when I have spent so long ensuring the wrong item was returned to you. It has been stock for a couple of weeks and I was promised it on return of your item THIRTEEN days ago!

You have also completely ignored my comments about releasing this sorry transcript to Twitter. As you hadn't replied to me within 24 hours I have put this in the public domain.

Cruelly, I also received an email this morning from you asking if I wanted to buy Tearaway!

https://pbs.twimg.com/media/BbRFfIcIEAE48SD.png:large


Sent by: zavvi. 12 December 2013, 14:50


Hello Phillip,

Thank you for getting in touch about your recent experience with Zavvi.

I am concerned to hear about the problems you have experienced with us, I understand this must be disappointing and I am sorry for any inconvenience caused.

I have escalated this to our Customer Relations Team and investigations are underway. Please allow up to 2 working days for us to investigate and get back in touch with you.

Thanks again for contacting our Customer Service Team.

Kind regards,

Tom

Zavvi.com Customer Service Team




Sent by: You. 12 December 2013, 18:20


Tom

Thanks for sorting out the refund. This has taken me one step closer to freeing myself from this company.

During the 'investigations' please address the following questions.
Why are customer who want to do the right thing, punished?
Why couldn't you send me the original item straight away.
Why was I never sent my item when I sent back the original item? It was in stock.
Why won't anyone give me a phone number to ring someone? All I want is answers.

In this stream of responses there are seven apologies. I have been a customer with Zavvi for five years and bought over 20 items. There has never been any offer of compensation or attempt to get me the product I wanted!

I put this display of customer service onto Twitter. Over 2,000 people have seen it and they have been appalled at what they have seen.

Looking forward to hear from the next echelon of Customer Care.

Phil Clarke

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