I placed an order on Zavvi's website on the 16th October for a Stitch Funko pop as this was on my daughters Xmas list, noticing this was a pre-order I contacted Zavvi to find out when this would be expected to arrive, I was advised it would be the end of November and that I would definitely have it in time for Xmas. I was searching later in Novmber on another company's website and noticed the same pop had an ETA of February 2019, seeing this I contacted Zavvi to check I would still receive my in November, they advised it had been pushed back to February but at no point did they contact me to advise me of this and had I not seen this on another website I would not have known. I raised a complaint via Facebook requesting compensation for a) being promised it would arrive before Xmas b) not being made aware it would not arrive before Xmas and c) this is the third order delayed with Zavvi. On the 21st November I was contacted in response to my complaint asking if I wanted to cancel the order or not, ignoring the request of compensation. Same theme happened on the 22nd after being contacted by another member of staff in response to my message. The first member of staff eventually came back to me apologising that I was contacted by the 2nd member of staff as only he would deal with it and that he would not give compensation. He then closed off my complaint ignoring my messaged response without asking if I was happy the issue was resolved! The member of staff after I asked why it had been closed replied 2 days later advising that no compensation would be given and that this is why it was closed. On the 27th November 2 days later I asked if they had any other Stitch pops in stock to try and replace this, the member of staff replied the same day stating that they did not. I looked back on their website and found a Stitch Hoodie on offer (£2) more than what I paid for the Pop and asked if I could have this sent in replacement of the Pop and cancel the Pop, I received no response so escalated this on Facebook aswell as the message service on my account. Alan (The member of staff) responded 2 days later, advising he had been out of the office despite messaging me on the 27th initially? Because it took him 2 days to respond the offer on the hoodie expired and went back to full price, so he refused to send this out as there was a significant price difference. I advised that if he would have responded on the 27th this would not have been an issue and there would have only been £2 difference! I did not get a response so messaged again requesting a callback. Alan messaged me on the 30th at 08:01 advising he would call me at 10am, he didn't call me! I messaged chasing this at 11am and 2pm and got no response, I messaged the Facebook team who advised me that Alan's team would try to call by end of play, this also never happened so I chased the Facebook team again who advised Alan's team would call me in 24 hours. This also never happened. On the 2nd December Alan tried to call me but as I was out shopping I missed the call, he left a voicemail stating that he would try me again later that day, he cancelled the stitch Pop and advised that he would honour the hoodie as a gesture of goodwill. I messaged Alan again advising I was happy they were sending the hoodie but still wanted compensation looked into because of the false promises, lack of contact and stress and inconveniece caused. I had no response so I messaged again on the 3rd requesting a callback. Alan respnded by message on the 4th stating there would be no compensation! I responded the same day advising I was unhappy with this and that the hoodie which would have been on £2 more if I was replied to on the same day when he was clearly in the office was not enough! Today 5th December Alan responded advising again there would be no compensation and that they consider my complaint closed and will not respond again! He has now closed of my complaint! To date I have still never been able to speak to Zavvi on the phone due to them having no number and not calling me back when promised on several occassions. The hoodie also has still not been dispatched. Worst customer service ever!. May I add as I am unable to reply on here that the £30 was £13 on the day I requested it as a replacement for my delayed order. If Alan would have responded to me the day I requested this It would have been £2 difference! He was in the office this day as I had received a message from him not long before! The fact that the hoodie £30 at the point of arranging is due to lack of response and customer service from Zavvi! Alan never calls when he promises as stated above!