Zavvi seem to be such a divisive issue. There are times when their actions lead to all the comments and bad feeling pointed at them, cough-customer service-cough. Jumping through hoops to generally get nowhere, and, as stated, clearly having stock remaining when they could have been used to replace damages.
That said, there are other times when the vitriol aimed at them gets ridiculous. Just look at the Maleficent debacle. Fair enough, it was black not white when it came through your letterbox, but the backlash reached fever-pitch. Allegations of Zavvi specifically not updating the image to con people out of their money. Not sending it out 'til release day so you'd be stuck with the Spanish one too if you ordered it. Being lied to by customer service members regarding the colour.
All of these 'reasons' were completely unfounded, but when given reasonable explanations by other members, you find yourself being classed as a 'Zavvi defender' or being accused of actually working for Zavvi. Please note, I am neither.
I could point out many examples of incorrect artwork on Play.com, items being dispatched days after release on Amazon.co.uk and incorrect information being given out by online and brick and mortar stores worldwide.
There seems to be something about steelbooks which gets our blood boiling with Zavvi. I lose track of how often someone has had damage under the J-card, or clearly from the manufacturing process yet go 'what is it with Zavvi and quality control?', or 'why have Zavvi made some Disney titles matte and others gloss?' when clearly this is nothing to do with Zavvi. Yet when these issues appear on HMV exclusives or from Amazon it's always 'what is it with Sony/Warner/Paramount's quality control?'.
The only issue I've had with them was the Indiana Jones titles. I tried in vain to get Zavvi to change the shipping address but to no avail. Like many, I had to sit by the computer hoping to get them when they came back in stock, something I shouldn't have had to do. Maybe I've been lucky with my other purchases, maybe I just don't notice the issues if they have any. Ironically, I've had more steels arrive damaged from Amazon.co.uk (about 5, despite ordering less from them) than I have Zavvi (which was 2, both very minor). That said, Amazon.de is the clear winner so far, with around 20 titles ordered and no damage whatsoever.