Very order - damage to propert by courier - help please!

jintyb

I recently ordered goods from Very and my instruction to them is to leave any parcels in the green cupboard next to the back door. This has worked fine until last week the delivery guy decided to put the parcel in my (green) metal shed instead. The trouble is the shed was locked with a big padlock, but this did not deter him. Oh no - he forced the hinge of the door - prised it open, buckled the metal and shoved the parcel in. The door is now hanging off and is useless and the shed open to the elements. I phoned Very on 9/12/11 and reported it and they said someone would be in touch within 48 hrs.
Then on Tuesday, another parcel came and the guy did the SAME thing and now the shed is totally wrecked as he has pulled the side panel this time. I phoned on Tues, and was told they would escalate it to another dept & I would be contacted within 48 hrs again!

Well, by today I hadnt heard anything so I phoned Very and they said they were investigating it and until they had interviewed the manager and driver of the courier company (Yodel) they couldnt do anything. The investigation could take up to 28 days and that Yodel would contact me in due course. I pointed out that my contract was with Very not Yodel and it was up to them to rectify matters, but the CS guy just kept repeating that they couldnt do anything till 28 days was up
Can any of you kind folks advise me what to do (if anything)? I have taken photos of the damage and kept a note of dates/ times/names of CS calls.

MancLass

My guess is that it has gone to Customer Excellence and they are waiting for the interview reports from the driver and manager to come back to them. You cannot expect them at the drop of a hat to be sending you cash until they know what is happening.

On the flip side you could have prevented this by having the items delivered to your local collect+ store.

wealdroam

You are right, your contract is with Very.
That means that you do not have to get involved with Yodel.

But that does not mean that Very cannot carry out there investigation with Yodel, who they have a contract with.

In my opinion, it also sounds perfectly reasonable to me that Yodel be allowed to contact you to help resolve this issue.

MancLass

wealdroam wrote: »

You are right, your contract is with Very.
That means that you do not have to get involved with Yodel.

But that does not mean that Very cannot carry out there investigation with Yodel, who they have a contract with.

In my opinion, it also sounds perfectly reasonable to me that Yodel be allowed to contact you to help resolve this issue.

Usually what happens is when you log a complaint with Very's customer excellence they would send the complaint over to Yodel for investigation and they would contact the customer to seek what damage has been done for insurance purposes etc

pendulum

MancLass wrote: »

On the flip side you could have prevented this by having the items delivered to your local collect+ store.

Yeah. Because the OP should have known the delivery driver was going to prise their metal shed door open...

MancLass

pendulum wrote: »

Yeah. Because the OP should have known the delivery driver was going to prise their metal shed door open...

This is Yodel after all. I hear of smashing into cars and driving off, throwing parcels through windows, throwing parcels in the bin on collection day.

So yes there is a flip side

wealdroam

MancLass wrote: »

Usually what happens is when you log a complaint with Very's customer excellence they would send the complaint over to Yodel for investigation and they would contact the customer to seek what damage has been done for insurance purposes etc

You say "they would contact the customer".
It's not clear, to me at least, who the 'they' is at this point.
Can you please clarify?

pendulum

MancLass wrote: »

This is Yodel after all. I hear of smashing into cars and driving off, throwing parcels through windows, throwing parcels in the bin on collection day.

You will hear horror stories about every big company. You will find people who have had bad experiences with Collect+ also.

sarahg1969

Your contract is with Very, so you can pursue them under contract law. However, you can also pursue Yodel for damages for negligence, quite aside from the matter of contract.

RFW

sarahg1969 wrote: »

Your contract is with Very, so you can pursue them under contract law. However, you can also pursue Yodel for damages for negligence, quite aside from the matter of contract.

That is if you can ever get Yodel to pay up, they don't seem to be dealing with claims at all.

Another Yodel thread here https://forums.moneysavingexpert.com/discussion/3666633

jintyb

MancLass wrote: »

My guess is that it has gone to Customer Excellence and they are waiting for the interview reports from the driver and manager to come back to them. You cannot expect them at the drop of a hat to be sending you cash until they know what is happening.

On the flip side you could have prevented this by having the items delivered to your local collect+ store.

Thanks for your reply.

I dont expect them to send me cash at the drop of a hat, and I apologise if I gave that impression,however I do expect them to treat my complaint seriously and to followup when they said they would. I dont expect to have to chase them to find out what is happening and I certainly dont expect them to do the same thing to the shed after the first time I contacted them.