1580-Piece LEGO Technic Porsche 911 RSR Race Car Building Set $109.99 + Free Shipping

I have made two purchases from Zavvi. This being one and the Porsche Model 10295 was the other. The Porsche was the last thing I bought from them. The Lamborghini took a while to arrive and arrived packaged well. The Porsche on the other hand was left at my front door and it was damaged. The shipping box and product box was severely damaged, not packaged well at all. Some of the Legos themselves were damaged, I have since been trying to work with their customer service in trying to get this item returned or replaced. They will not replace. They sent me two different return forms that are not prepaid. They then asked me to return it to an address in Poland which I agreed to as long as they paid the shipping. They even asked me to get them a quote which I did via USPS and then they reset the whole process and sent me labels that are not prepaid again. In addition to not being prepaid, the forms contained "Reason for return" code which they auto filled for me as code "1" which means "Item no longer wanted" I repeatedly asked them to change it to "4" which means "Item damaged on arrival". UPS and FedEx scanned those labels and assured me they are no prepaid. They also stated twice that they will send a carrier to pick it up and they never followed through. I received the item on 10/11 and been dealing with this ever since. We are currently in the PayPal dispute process in which they never responded to me through, they only communicated to me through their website. Once I escalated the PayPal dispute, they waited to the last day of PayPal's deadline to send me a useless return form once again and telling PayPal that they are waiting for me to ship the item back. They did change the return code to "4" but the label shipping was still not prepaid. To give you context, the item was $130 and the shipping quote I got was $80 so yeah... I am not paying out of pocket to return this item that was damaged and left at my front door. If I was home, I would have refused delivery.

Do with this info as you please. I just wanted to share my experience with you detailing how bad their customer service has been in this case.

Quote from babalu40 : I have made two purchases from Zavvi. This being one and the Porsche Model 10295 was the other. The Porsche was the last thing I bought from them. The Lamborghini took a while to arrive and arrived packaged well. The Porsche on the other hand was left at my front door and it was damaged. The shipping box and product box was severely damaged, not packaged well at all. Some of the Legos themselves were damaged, I have since been trying to work with their customer service in trying to get this item returned or replaced. They will not replace. They sent me two different return forms that are not prepaid. They then asked me to return it to an address in Poland which I agreed to as long as they paid the shipping. They even asked me to get them a quote which I did via USPS and then they reset the whole process and sent me labels that are not prepaid again. In addition to not being prepaid, the forms contained "Reason for return" code which they auto filled for me as code "1" which means "Item no longer wanted" I repeatedly asked them to change it to "4" which means "Item damaged on arrival". UPS and FedEx scanned those labels and assured me they are no prepaid. They also stated twice that they will send a carrier to pick it up and they never followed through. I received the item on 10/11 and been dealing with this ever since. We are currently in the PayPal dispute process in which they never responded to me through, they only communicated to me through their website. Once I escalated the PayPal dispute, they waited to the last day of PayPal's deadline to send me a useless return form once again and telling PayPal that they are waiting for me to ship the item back. They did change the return code to "4" but the label shipping was still not prepaid. To give you context, the item was $130 and the shipping quote I got was $80 so yeah... I am not paying out of pocket to return this item that was damaged and left at my front door. If I was home, I would have refused delivery. Do with this info as you please. I just wanted to share my experience with you detailing how bad their customer service has been in this case.

I ordered 2 Lego Disney Castles from them last year and they wrapped them in a black garbage bag for each one and slapped a label on it. Suffice it to say that both units were crushed and were not usable and potentially had lost pieces.

I fought with them for about 45 days about returning the products (they wanted me to ship internationally huge units that would have cost me more than the actual Disney Castles and I didn't trust they'd reimburse me) and then filed a chargeback on my credit card supplying all my correspondence and all my pictures of the units. I won the chargeback.

Coincidentally, they attempted to charge my card 2 or 3 months later and my CC company reversed the re-charge.

My advice to you is to file a chargeback before the charge is too old. Then once you win the chargeback, notify your bank you "lost" your card so you get a new number.

Good luck - I won't buy anything from Zavvi anymore due to this