Ordered a PS4 on one day delivery due to close proximity of Christmas. 24 hours later, no despatch email received and website database didn't recognise my email, despite an order confirmation been sent to it.
Cue a dreadful customer service experience - company's policy is not to have a phone number for customers to call. So fire off tweets, emails and Facebook messages quoting order number. Zavvi are very quick to acknowledge public complaints on Twitter, but once you're outside of public domain, you're treated with contempt and if you're lucky you may get a reply.
Eventually get some replies to the effect that my query's been sent to appropriate dept and I will get a reply in next 48 hours. Er, it's Christmas eve tomorrow and I can't wait that long. Then get a reply to say......
"I am sorry to let you know that we are currently unable to ship your order to you as the information provided has not met with our security requirements."
That's it. No explanation to address the problem. Just an ambiguous statement with no offer of fulfilling the order.
To cut a long story short, if something goes wrong with your order, be prepared for the most awful customer service experience and no resolution in trying to:
a) contact/speak someone who is accountable in the company
b) get any detail about the problem
c) get them to fulfil their obligation