Zavvi's customer service is always drunk. Last month I had 2 packages delivered to the wrong address, I put that on Hermes more than Zavvi though, but I emailed them to say they'd left a picture of it outside, somewhere that wasn't my house, while it was raining heavily.
They responded with a 'sorry to hear you haven't received your package, it'll be dispatched soon'.
I replied to their email saying they didn't actually read my email and just sent a standard response, so I'd be contacting my bank to get my money back.
They replied to that within an hour and had Hermes go to wherever they'd left it and bring it to the correct address. TWICE that happened in one week.