Very Goods Gone Missing

stepheng79

Hi All,

Looking for a bit of advice regarding an order that I placed with very just recently. I ordered an ipod touch using the collect plus service to be picked up at a local store as I am at work allday. Very in their wisdom have sent the goods to the store by Royal Mail Special Delivery so that anybody at the store could sign for the parcel and do what they want with it. I have been onto very who say the goods have been delivered safely to my home address which they have not and have gave me a copy of a signiture which I can only describe as a squiggle. I have been back and forth with very for weeks now and dont seem to be getting anywhere just wondering what my rights are as the missing item has been charged to my account.

Thanks In Advance

Stephen

unholyangel

How did someone know there would be a package there? Did the shop give the another person collecting your package? CCTV?

If it were delivered to the shop by royal mail, wouldnt the signature be that of either the postman/delivery driver or the shop worker?

melbell

Okay.

What you've ordered is not a Collect plus eligable item. It is a DD item, If you've saved the collectplus stores address on your address book it'll do this (or override the warning saying its not eligable for Collect+)

So Very will ask the shop if the parcel is there, try and retreive it and if thats failed (Which by the sounds of it. this has happened) go down a formal trace procedure.

Ask to speak to track and trace. If they say no tough. Ask to speak to customer excellence.

But if you override it to save £3.95 then sadly its your fault.

Trinitrotoluene

I'd take a simpler view on this. This is the issue of very - you've paid for an item you have never received. Melbell's advice is good, phone them and try to speak to the relevant departments. If that doesn't work threaten a chargeback if you paid by credit card. If that gets no where ring your credit card provide and tell them you've paid for an item you've not received and you would like to do a charge back.

OlliesDad

Trinitrotoluene wrote: »

I'd take a simpler view on this. This is the issue of very - you've paid for an item you have never received. Melbell's advice is good, phone them and try to speak to the relevant departments. If that doesn't work threaten a chargeback if you paid by credit card. If that gets no where ring your credit card provide and tell them you've paid for an item you've not received and you would like to do a charge back.

However, if the OP has put the delivery address as the local Collect+ shop (rather than selecting Collect+ as the delivery type) and Very can prove delivery to this address then they have fulfilled the contract.

stepheng79

Thanks for all the reply's I ordered the item and the option to collect the goods came up which I did at the time as I would not be home at the time. I expected the item to be delivered to the store the same way as I have collected many a parcel it gets delivered, u get a text to say its ready and you go and collect the item. As to the poster who says I did this to save £3.95 it is impossible a delivery is £3.95 regardless of where I want it sent too it's only free delivery when you collect from store. I have used the track and trace system on my very account and it is still sitting as loaded onto van.

Busybody

You do get free delivery at collect plus!!

stepheng79

Collect Plus must be delivered to a store of your choice you cant overide it to where u want it delivered

melbell

stepheng79 wrote: »

Collect Plus must be delivered to a store of your choice you cant overide it to where u want it delivered

You can. It will error you on non eligable items and ask if you'd like to set it as a regular address.

If the OP has done that, Contract complete. Very operate their own account so chargebacks are unlikely. Unless you trade on a cash basis.

melbell

stepheng79 wrote: »

still sitting as loaded onto van.

Royal mail tracking wouldn't say this!!!

bod1467

OP doesn't say RM tracking - he says VERY account track n trace.

(I have no experience of Very, so they may be the same thing, but not as the OP has written it).