Zavvi giftcards and vouchers
People who got Zavvi vouchers as Christmas presents discovered they weren't being accepted in stores after it went into administration in December last year.
Most customers will have to apply to the administrator, Ernst & Young, for a refund. The administrators say they hope that anyone whose vouchers were bought after 27 November 2008 will get their money back, but that's not guaranteed.
People who purchased vouchers before that date should still apply to the administrator, but their chances of getting their money back are even less certain.
Download our letter
You can use our downloadable letter PDF template to write to the administrator.
Click on the link above and the letter will open in a new browser window. Simply copy and paste from acrobat using the text tool to add your name and address (also state whether you bought the voucher before or after 27 November) and then print them off.
Alternatively, you may prefer to download an editable RTF version of the downloadable letter to write to the administrator.
© MMIX~RS~q~RS~~RS~z~RS~30~RS~)
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This comment was removed because the moderators found it broke the House Rules.
I have an old Virgin meagstores gift card which I have not spent. Zavvi stated on their website many months ago that they would honour any outstanding Virgin meagstores vouchers.
I have already sent a written claim letter to the Administrators with the gift card enclosed.
Will update the post if/when I recieve any correspondance.
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I worked for Woolworths and customers were told they could use their vouchers up until the closer of the store. Zavvi, or the Administrators, should not allow their customers to lose out on money. Why can't they follow the same route Deliote took?
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My sister works for Zavvi it is one thing for you to complain on national television how unfair it is for the customers, but what about the staff?? They were informed on Christmas eve that they had gone into Administration, and they were unsure about when they would loose their jobs. I understand that people are out of pocket, but they will get refunds, what about the people who are going into the shops threatening violence to the staff to get what they want??
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I appreciate peoples frustration a not being able to use zavvi gift cards, however this was a decision of the administrators not the shops staff, customers who are abusive to staff should gain some perspective, they cannot use a gift card, the staff in these shops are facing an uncertain future and the possibility of losing there jobs and the consequences of that.
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Please remember that it is our adminstraters that have made it impossible for you to use your gift vouchers and not the store staff. We would love to do it but cant. Please remember we (as staff)are possibly going to lose our jobs and would love to help you if we could.
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It is unfair that they do not take in the vouchers, but people should remember that the staff in zavvi do not know if they are going to have a job soon, and that is a horrible feeling. So not taking the vouchers is going to affect the staff regarding the abuse they may receive.
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We visited a zavvi store on boxing day as my 14 year old son had £45 in zavvi gift cards for his Xmas presents. He had to watch other people rushing to the tills with cut price cd's and dvd's and he could not buy anything.
There was no logic to this as zavvi already had the money that the gift cards had been spent on.
We were unable to use them online either so i have already spent money on car parking and registered post to send the gift cards to the administrators.(£10. I am very saddened for the staff and in no way took out my frustrations on them but feel the administrators are being unfair, particulary as this affects a child. Ernst & Young have not yet acknowledged receipt of my application for refund. I for one will never purchase a gift card from any store ever again. Thank you for featuring this on your programme and thank you for giving me the opportunity to air my comments.
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I sent a letter to the administrators on 28th December claiming for a £20 voucher which was bought in mid 2008. Still haven't heard from them yet. The person who bought the voucher also bought many more vouchers for other friends and so has lost a lot of money.
It really feels like theft!
Zavvi have been given the money already, all they need to do now is hand over a product which is already on the store shelf.
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I bought a Zavvi voucher for my son,who is in the armed forces for his birthday. He was in Afghanistan prior to his birthday in December last year so vouchers I thought were a good idea. he got back from war for 2 weeks R&R and was really pleased with the voucher and went with his girlfriend to try to spend them only to be told in store "sorry you can't spend them mate". he has now gone back to Afghansitan and has not sent the voucher to me so I am unable to write to the administrators to try to claim a refund until he gets back - a date we are not sure about. I sent him Comet Vouchers for xmas and he spent them no problem. It seems really poor that these vouchers can not be used in stores surely they are just the same as money - after all Zavvi have already had the money.
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This happens in most stores that have been put in administration, as a gift voucher is a debt created before the company was in administration. administrators will treat it as they will debts with stockist etc. it is frustrating for the staff in shops too. People shouldnt take it out on them as it is not their decision and face disiplinary action or loosing their jobs if they do not conform to the administrators policies.
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Any idea on what happens if you are unfortunate to have Kingfisher vouchers? B&Q and Currys refuse to take them now!
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Like most other purchasers of vouchers to give as Christmas gifts, I purchased some for my nephew. He has not been able to present them at his local store, despite the fact that they are still trading. I am insensed that someone can take your money but are not liable to keep their part of the deal. Surely Ernst & Young must be wrong in setting the administration rules in this case when other companies can , and have been, doing the honourable thing. It is not acceptable.
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Two of my children had Zavvi vouchers for Xmas, and when they went into the store, they found they couldn't use them. They were given a phone number to contact and when I phoned it, I got an answer message with detail of who to contact and what was needed to be sent in. I took copies of the cards and the numbers on the back and sent the cards to the address given, although the message was not clear and I could not hear it clearly, but I did get the post code right. But I still haven't heard back from them.I fully understand it isn't the workers fault and that they may lose their jobs, but the company or who runs zavvi, should uphold any vouchers that were bought from their stores.
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I brought 3 vouchers for Xmas each for £15.00. These have already been paid for so I think its fraud that Zavvi will not accept them from my Niece & Nephews, 3 GREAT presents what a big waste of my money. How disapointed these 3 young people must be.
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I am disgusted about this abuse by the administrators. This is theft. What are the administators going to do? Give me 70% of a toy to settle their debt?? I have paid the money, they owe me the goods!! I should be able to use it. Other stores that sell vouchers should be very concerned as it will affect future sales of vouchers. I will not buy vouchers again from any store because of this!
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Yes I read two weeks ago about B and Q and Comet not taking Kingfisher vouchers.
B and Q even gave me a little letter about it!
Luckily I did not have any at the time.
What I do have is a small scanner [Unsuitable/Broken URL removed by Moderator] which you can save up "points" and have, in the past used the Kingfisher ones there are other choices and I think they are aware of the problem.
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I received a Zavvi voucher for £30 for my 60th birthday back in March 2008. As I did not retire I waited until I was ready to peruse the selection of music available. I did so just before Xmas 2008 and selected a variety of CDs to the value of £46.91. When I offered my voucher as part of my payment it was refused but I was assured that if I sent off a letter to the administrators at Ernst & Young LLP I would be refunded the £30 in due course. I did question whether I was guaranteed the refund as I would not normally spend such a large ammount on music especially as I do rely on a pension. I was assured that the value of the voucher would be refunded in full. So I did pay up and sent a letter to the administrators at the address given. I have not heard yet from them. If they do not repay the £30 then they simply taken the money off me by deception as there was no real need for me to spend £46.91. I have kept my receipt and I did pay on my debit card.
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My son was also given a Zavvi voucher by his godparents for Christmas. How do you explain to a child that his voucher is worthless as godparents do not have origianl receipt of purchase and are unsure as to whether voucher was purchased before or after 27th November. In our opinion the voucher is cash and should be accepted and perhaps should consider Woolworths terms and conditions.
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Thank you to Watchdog for explaining that the decision was made by the administrators (and not Zavvi) to not accept vouchers. Zavvi as a company are passionate about its products & delivering great service to its customers but we would be in breach of contract...if i were to accept these putting in jeopardy what statutory redundancy i would get....im going to lose my home as it is. Nevertheless we are truly sorry.
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I spent over £100 on zavvi vouchers - as Christmas presents for children of friends and families; I bought them in early November - because it was easy to do and I wanted to ensure I could post them to all 4 corners of the country. I feel I have been penalised for my forward planning and feel that I have let the recipients down, it is unfair to them. I have already written to zavvi - but do not hold out much hope of ever seeing my money. I agree that it is wrong to take out any frustrations on staff but the way the situation has been handled by zavvi is poor.
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The decision to go into administration on Xmas Eve seems to be designed to defraud purchasers of vouchers as most would be redeemed after Xmas. My son spent half an hour choosing CDs only finding at the till that he could not use the voucher. If the reason that they cannot accept vouchers is that their stock is not owned by them as stated on Watchdog, is it legal for them to sell someone else's property? I appreciate that the staff are not responsible.
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I agree that stores' administrators should honour gift vouchers and gift cards which are already sold (subject to checking validation etc). I set up a gift card for watersports [Unsuitable/Broken URL removed by Moderator]which is under FSA rules and is operated under an 'e money licence'. This means all monies for cards sold are held in a trust account and are perfectly safe. Even if my business goes into administration consumers will be able to get their money back/use their gift cards. I believe these rules should adopted by all stores and issuers of gift cards to give everyone the same protection.
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What makes me cross is the charges that EY will levy for the voucher fiasco. For example they will have a few people recording who sends in what, they will have people doing spreadhseets etc. All at 300 an hour. They will use up in fees for this part of the administration MORE than is payable in vouchers.
Its disgraceful.
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I can understand our customers' frustration at not being able to spend their vouchers. However, it is no excuse for what staff have had to put up with from members of the public. In my store alone I have been sworn at (think of the worst swear word...), had a full rack of stock pulled over with no thought for the safety of others standing nearby, and one of my team had a gift card thrown at her by someone in their 50's. Pathetic and inexcuseable.
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The Administrators cannot by law give one creditor preference over another, unless you are the tax man. There is no point in giving Zavvi staff or the administrators a hard time over this. The only people who can do anything about this is the government and only then by changing the law.
Ernst Young are not the bad guys in this.
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Good Morning...just seen Watchdog on iplayer.My £30 Zavvi gift vouchers were purchased back in October so i am not optomistic. I feel so let down over the zavvi gift voucher situation thatI personally will not be using Zavvi again if they do survive. In fact I would think twice before using whoever bought them out. I make my own shopping choices and do not like being treated this way.
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I do the stationary order for the company that I work for. As a special offerr we were sent a £10 gift card for Zavvi [Personal details removed by Moderator]
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This comment was removed because the moderators found it broke the House Rules.
We cannot understand how the adminisrators can decide not to honour gift cards the company has already recived money for, whilst the company is still trading. Our children received gift vouchers they cannot redeem, had they been allowed to spend them in December it would have been to puchase items at full price . Now the company are happy to reduce stock to half price to clear when they could have sold them at full price to people who have already paid and reduce the number of creditors and the amount of money owed by the company. I will never purchase any form of gift vouchers again, if administrators are allowed to do this they are not worth the paper they are written on.
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with regards to woolworths still taking gift vouchers until the end, delloite also worked as administrators for my company earlier in the year, when they were appointed they decided not to redeem gift vouchers either.
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I'm 18 and i work for Zavvi and was told on Christmas Eve that the company had gone into administration and that there was a chance that i could lose my job. When i next went into work, i found that the administrators who we were with had brought in these rules about giftcards and discounts. I'd like to point out that, even though i sympathise with people with Gift Cards - that it is not ours or the stores fault as i have had many a customer screaming and shouting at me about them.
Everyone is talking about the welfare of the customers and i agree what about the staff? We have been subjected to screams, threats and sometimes having gift cards or even in some cases cds and dvds thrown at us. It's not the staff's fault, we're simply following what we have been told.
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I can understand E and Y applying administration rules to gift card balances pre administration (not good but thats life..) - but to then trade on under administration (pre Christmas) and sell vouchers that they knew could be worthless is immoral. Moneys taken post administration should clearly not be treated as normal trade creditors, you are trading with E and Y not Zavvi. I think if enough people get together a case against E&Y would be valid and worthwhile.
Sorry to hark on, but to sell in 'admin' vouchers that are then considered the same as pre administration creditor balances is plain WRONG. Even if it just meets accounting rules...(not clear) then its plain unethical - comments EnY?
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I can understand E and Y applying administration rules to gift card balances pre administration - not good but thats life.. - but to then trade on under administration -pre Christmas - and sell vouchers that they knew could be worthless is immoral.
Moneys taken post administration should clearly not be treated as normal trade creditors, you are trading with E and Y not Zavvi. I think if enough people get together a case against E and Y would be valid and worthwhile.
Sorry to hark on, but to sell in 'admin' vouchers that are then considered the same as pre administration creditor balances is plain WRONG. Even if it just meets accounting rules...(not clear) then its plain unethical - comments E and Y..
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My brother works for Zavvi and as a result most days he comes home with tales of what customers have done within their store that day. Stories such as customers spitting at the staff, being verbally abusive to them and at one point a member of the public grabbed a member of staff in a headlock and frog marched him outside. It was only when the other members of staff came to his aid that the member of the public let go. I can appreciate that consumers are annoyed but the staff are people and they don't go home and forget about it all. So whilst you may get upset that you can't spend your voucher, the consumer, had they acted in a reasonable manner towards the staff would have found out ON THE DAY that Zavvi went into administration, that sending a letter was the way to get your money back. Not the best solution but at least you can get your money back, the staff on the other hand are not in the position to do the same with their jobs. Those who have acted in such a manner should be ashamed of themselves.
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Zavvi did stop selling gift vouchers at the beginning of December to try and minimise the damage as they knew the situation of the company meant administration may be just around the corner. And in effect, it was.
More Zavvi stores are set to close within the next week, including some of the larger stores. The stores that have already closed have been forced to do so due to the sheer lack of stock, which then gets fed through to the larger stores to try and keep them afloat for longer.
Those of you who are awaiting to see what happens with the outstanding giftcard balances are likely to have to wait until either the company goes into liquidation (worst case scenario), or comes out of administration. Not a lot is likely to happen at the moment, so you, like their staff are in limbo and will continue to be for the time being.
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I started Christmas shopping early so I bought my Zavvi vouchers on 14th November! When my godson couldnt use his voucher on the Sat after Christmas I found the receipt but was upset that we probably wouldnt get reimbursed because of the date. I had bought the voucher on my Barclaycard and on phoning them they were very helpful and after filling in a form, I had the money credited to my account.
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I bought Zavvi gift cards from Clintons Cards. do the same rules apply or can i get a refund from clintons.does anyone know?
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I bought both my sons £40 Zavvi gift cards for Christmas. On Saturday 27th of December I went with my youngest to buy a computer game, when I got to the counter the member of staff scribbled a phone number down after refusing to accept the gift card. I rang the number and it is just a tape recording. I sent both cards to the administrators that same day with a letter and have heard nothing since. I bought the cards in November but before the 27th.I watched the programme last night and my feeligs are exactly the same as everyone else, they where quite happy to take my money but are refusing to hand over any goods. They will of course allow me to give them cash and pay again!The store is still trading and it has just been announced it will be staying open. Having sent off my gift cards and heard nothing I feel Zavvi have 'stolen' £80 from me and spoiled my childrens Christmas.
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From a Zavvi Staff Member....
On Christmas Eve we were not only told we would go into Administration but also that we could no longer accept gift cards.
Many of us worked Boxing Day after having a miserable one day off because we knew our jobs would be likely gone soon only to be greeted by what can only be described as a terrifying set of irrate customers.
Over the last couple of weeks we have been shouted out and threatened. We have had gift cards thrown in our faces. We have had people walking out with stock grinning at us like they are personally getting to us.
All of this we have to cope with. Yes it's morally wrong gift cards have been stopped. Yes it is very inconvenient for customers. Yes we do see your point. Afterall most of us got gift cards for Christmas too!
However please spare a thought for the staff and managers in these stores. You shouldn't want to 'get us back' by taking stock or make us frightened to come in to work by yelling in our faces. This decision is from the Administrators and has nothing to do with the Zavvi head office let alone the poor in store management teams. Yelling at them will only make their already hellish time more painful. There is nothing they can do.
Please just consider if it wasn't even 'Zavvi the company's' idea to stop gift cards what good will come of abusing the staff and or managers in the shops who already have to live with not knowing if or when their job will be gone?
Thank you for reading.
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i cannot not understand why you can not use gift cards or vouvhers in the stores. they have been paid for,in the store. unlike some vouchers which can b brought from saving shemes. i could understand if they did not take they sort of vouchers as the money was not piad in the shop. i think it just a way of taking money of people. its the children that have been give them as presents i feel sorry for you tell children stealing is wrong and thats what zavvi have done. the other thing i dont under stand is that they must of know before december that they where having money problems that kind of thing does not happen over night they should have stop selling vouchers or gift cards. they knew and still sold them.
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According to the Zavvi website, "Zavvi ceased selling Gift Cards in stores on 4 December 2008".
Why then were other stores allowed to keep on selling them? My son received a gift card bought from Clinton Cards on 18 December - 2 weeks later!
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People claiming h
they tried to spend vouchers and were turned away before Christmas must be somewhat confused, Christmas Eve was the first point at which vouchers couldn't be spent.
It is extremely difficult to have sympathy and understanding for customers when I have been on the receiving end of some appauling abuse; I have been told I deserve to lose my job, that they were going to ring the poilice and have me arrested, I've been called every possible name under the sun and both personally and proofessionally threatened. Customers have ranted and raved, screamed and shouted, thrown stock and threatened to steal.
I have actually lost my job at Zavvi now but having traded for the two weeks after going into administration, I'd like to whole heartedly thank all the customers that sent me and my staff home in tears and generally made the whole time that we were unsure of our future a living hell.
Next time your upset that you are out of pocket b £10 and decide to lay into the staff, take 2 seconds to think how you'd feel if it was the other way around.
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Some of you people should be ashamed. You're losing £10 on a card, while thousands of people are losing their JOBS. With bills to pay, children to feed, people who may have worked together for years now have to put up with threats, abuse and a complete lack of decency.
The staff have no say about the decision on vouchers, as ever it's the greedy administrators ripping apart a company to grab back cash. Blame them, go complain to them. Most of you whiners are probably too lazy.
I don't even work for Zavvi, but i think it's this is a hideous reflection of what's happening to British society.
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I think its unfair that they cannot guarantee that anyone that bought the vouchers after 27th Nov will get their money back. legally they took the money after that date knowing they were in administraion and that possibly people will not get these vouchers redeemed. They should have stopped selling them. Technically that is theft.
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Re the people that commented on Clintons..........
I believe this was a fault on their part. As far as I'm aware they should have stopped selling them when Zavvi did.
However your gripe is still with Ernst And Young and all gift cards still need to be sent there regardless of where it was originally purchased.
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My Daughter works for ZAVVI. It's horrible to see her so worried about whether she will have a job when she leaves home for work every morning. All the staff in her store are still giving 100% customer service despite the abuse from customers. Just think on, it could be you out of a job next! If you work that is!!!!!!!!!
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I am disgusted to read that Zavvi staff have been treated so badly by customers. i am furious that my son was unable to spend his voucher that i got him for his birthday, but it is not the fault of the poor people who work there!!!I lost a small amount of money many of them have lost their incomes. i hope you all realise just how stupid and insensitive you are. there are greater problems out there in the world than you losing a few quid!!! why not wait and see just what happens about the refunds.
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Having bought 4 vouchers for my nephews on the 22nd November as xmas gifts which they were unable to use, I am disappointed the administrators are now withholding the cash refunds too. As Zavvi were still trading after xmas the vouchers should have been valid. Goods were available, cash had been paid. Its a disgrace this is legal procedure.
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From what I can gather from what little I have been told by the Administrators people who bought after the 27th are GUARANTEED a refund as a pot of money was put tpo one side at that point by Zavvi to pay everyone back.
Those who bought before will most likely get their money back but will have to wait longer because it goes through lots of legal stuff where you are an owed creditor.
On other note THANK YOU to all the people who have posted nice, supportive comments on here for the staff. If only all the customers were like you!!
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I fail to see how in this day and age in the UK, a company can take your money and then you are told you wont receive goods. If an individual did it they would end up in jail for fraud. I gave 90 pounds worth of vouchers to friends and family for christmas, some of which was before November 27th. Why aren't the government or courts preventing this commercial theft???? I will never buy a voucher for anywhere again. Whats the point. might as well send my family a bt of rubbish for christmas
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My son received a £20 card as a Christmas present which as purchased on the 3rd of November, so no automatic refund. As he is Autistic it has been was hard for me to get across to him that he can't go and spend it on the latest DS game that he is after.
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A friend purchased £200 of vouchers in cash on the 21st December, only to find out a few days later that they are now worthless. She returned to the store demanding a refund and, of course, was refused.
I do not blame the store staff but will say this, a member of the management team at the store she went to (Romford) actually said to her when she returned with her now worthless vouchers said... and I quote "we all knew something was wrong as we have seen less and less stock coming into the stores".
If these people knew something was up why the hell didn't they at least say to people "buy these with a credit card", if it's over £100 you at least get some protection from them!
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There is no excuse for the abuse of Zavvi staff as it's not their fault the administrators have acted immorally.
I wrote to E&Y to complain about their stance on accepting gift cards. As many have already commented, it's tantamount to theft as they have already received the money and whilst the stores still trade we should be able to redeem our vouchers for stock in stores. It's all very well them saying only vouchers after 27th November are likely to be refunded, but I don't believe the stock in the shops only dates from after this time, so I should be able to selcet something to the appropriate value and offset against the amount on my card. If they had allowed cards to be used post adminidatration notification they would have hundreds less creditors. I'm sure even if we had to redeem the vouchers against the full price of the merchandise (rather than the sale offers), most people would have felt this was a preferable compromise.
In my letter I also cited the terms and conditions on the sale of the card which state that if they have to be discontinued for any reason, reasonable notice will be given (which it wasn’t) and 48 months would be available to receive a cash refund upon production of the card in store. As the company is currently still trading the terms and conditions should still apply. I appreciate cash refunds would not be an option but customers should have been given the opportunity to use their vouchers for a set period of time, even if only a week.
It's disgraceful, and as so many others have said, I won't be buying gift cards or asking to receive them as a present from any store now or in the future.
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I purchased £50 worth of Zavvi vouchers in good faith on 17th November so as not to have an expensive credit card bill in January. I found to my disgust as from Christmas Eve the recipients of these were unable to use them. Lunchtime Christmas Eve it was announced Zavvi had gone into liquidation. I had to find another £50 for my Sons presents. It is not my fault the supplier of Zavvi's goods also went into liquidation i.e Woolworths, but their vouchers could be used up until closure of the stores. I am not a creditor of Zavvi, I have paid them money for goods which they won’t supply. If I did this to them I would be called a thief, so I would like my voucher money to be returned. If they do not refund my money I will never ever buy gift vouchers again from any Company for the rest of my life, neither will my Sons who I bought the vouchers for. The responsibility for the rest of the country’s stores gift voucher schemes rests in their hands.
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why not just give cash...you can spend it any where....i hate getting gift vouchers...give cash that way people can get what they want with no worries about the shop going bust.
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Having just watched the article on the downfall of various companies and the different ways that administrators are dealing with the Vouchers that have been bought by customers, in comes to mind that those adminisrators are possibly breaking the law as thiefs. These vouchers have been paid for by customers to be redeemed at a later date. If you went to a retailer and bought goods, you would expect to leave the store with them. Can anyone explain the difference.
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Today I got an email entitled "Zavvi bounces back...". It appears that the Hut Group have taken over the zavvi.co.uk website. How can they trade with the Zavvi name if they're not prepared to give back the money that was wrongfully stolen from those that bought Zavvi vouchers? I am disgusted with the whole situation, having lost £25 on vouchers, which I doubt I will ever get back. When Virgin Megastores was sold to Zavvi, at least Zavvi honoured Virgin Megastores vouchers. Any company that buys Zavvi stores/website should have to honour the Zavvi vouchers.
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I was a christmas temp at zavvi and was working through this gift card crisis. I do understand customers who bought gift cards being frustrated although some customers were just arrogant and disgusting.
On Boxing Day, there was a massive que of people outside the store before we opened, unaware that they were going to be turned away with gift cards. We knew it was going to be a hellish day.
Over the next few days, my manager had been threatened several times, some people claimed they were going to "take stuff anyway". we had to call the shopping centre's security many times to remove aggressive people like that.
I do feel sorry for customers who lost money through buying gift cards which they were refused when they tried to use them. Although, I felt most sorry for my manager. He put up with so much and still lasted to the end of each day, most days without having a break at all.
Seeing what my manager and other higher staff went through, I would have rather lost £10-£30 than had to deal with going to work every day to deal with that.
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