Very delivered parcel to old address

Feffie

Recently orderd an I pad from Very, and a few hours before I had changed my address as I had moved from university.
I then contacted Very a few minutes after I placed my order to ensure that they were going to send it to the correct address, I was asured that it was going to be delivered to my new address.

I then called them in the morning to ask again, and once again they said not to worry it had been sent to my new address and will be with me the next day.

Waited in the next day and it was a no show, contacted Very who gave me the tracking information, checked the royal mail tracking and behold it had been delivered to my old address, signed for by a name I have not heard of before.

Contacted Very again, who put the parcel through their missing parcel system, had to send in a copy of some ID with my signature on it. Got a phone call today saying they will not be able to do anything and I will have to take it up with Royal mail. However I already know Royal mail will not do anything as they did deliver it to the address that was on the parcel and it was signed for. As far as I can tell, Very are responsible as they sent it to the incorrect address even after me calling twice and speaking to different people and them assuring me it had been sent to the correct new address.

I now have no idea what to do, I'm £430 ish down with the company refusing to take it any further and refusing to remove the amount from my account. I have been out of the old address for nearly 4 months, it;s a 4.5 hour bus journey away as I don't drive and I don't have the keys anymore so I'm not able to go and check if it is still there either.

Very.co.uk_company_representative

Feffie wrote: »

Recently orderd an I pad from Very, and a few hours before I had changed my address as I had moved from university.
I then contacted Very a few minutes after I placed my order to ensure that they were going to send it to the correct address, I was asured that it was going to be delivered to my new address.

I then called them in the morning to ask again, and once again they said not to worry it had been sent to my new address and will be with me the next day.

Waited in the next day and it was a no show, contacted Very who gave me the tracking information, checked the royal mail tracking and behold it had been delivered to my old address, signed for by a name I have not heard of before.

Contacted Very again, who put the parcel through their missing parcel system, had to send in a copy of some ID with my signature on it. Got a phone call today saying they will not be able to do anything and I will have to take it up with Royal mail. However I already know Royal mail will not do anything as they did deliver it to the address that was on the parcel and it was signed for. As far as I can tell, Very are responsible as they sent it to the incorrect address even after me calling twice and speaking to different people and them assuring me it had been sent to the correct new address.

I now have no idea what to do, I'm £430 ish down with the company refusing to take it any further and refusing to remove the amount from my account. I have been out of the old address for nearly 4 months, it;s a 4.5 hour bus journey away as I don't drive and I don't have the keys anymore so I'm not able to go and check if it is still there either.

Hi Feffie,

We're really sorry to hear that your parcel was delivered to the wrong address and would like to help.

Please email us at Network@VeryHQ.co.uk & we can check your parcel tracking and look into this with Royal Mail.

Many Thanks

Dave
Very Network Team

antrobus

Feffie wrote: »

...Waited in the next day and it was a no show, contacted Very who gave me the tracking information, checked the royal mail tracking and behold it had been delivered to my old address, signed for by a name I have not heard of before....

I'd get evidence of that, if I were you. Screenshots, whatever. The facts that the package was delivered to the old address and signed for by someone else, are quite important.

Indeed the more supporting evidence (Records of of phonecalls etc.) you've got the better.

Feffie wrote: »

...I now have no idea what to do, ....

Well, you're not going to be paying Very any money are you? It's more a question of what Very are going to do when they realise that.

Feffie

They are already aware that it was delivered to the wrong address and they even told me who it was signed by, yet they refuse to take it any further blaming it on royal mail, yet royal mail delivered to the address they put on the parcel so royal mail will not do anything.

It seems as if Very refuse to accept responsibility for their mistake, and even said at one point that it was my fault for changing my address?

I have already taken a screen shot of the tracking information but don't have any evidence from when they said it would be delivered to be address. however from my phone call today, they said that one screen said it had been sent to the correct address, and another that said it had been sent to the wrong address.

pinkshoes

When you placed the order, what address does the INVOICE have on it?

Feffie

There is no invoice, it just gets sent to the address which is on my account, which I was told was my new adress.

Pollycat

Feffie wrote: »

They are already aware that it was delivered to the wrong address and they even told me who it was signed by, yet they refuse to take it any further blaming it on royal mail, yet royal mail delivered to the address they put on the parcel so royal mail will not do anything.

Feffie
From what you say, you bent over backwards to ensure the parcel got to the right address.
That's pretty shocking and appalling service from Very. They should be ashamed of themselves.

Have you seen the post from the Very company representative (immediately below your post)?

Company reps have to be allowed to post by MSE so that post should be legitimate.

I'd respond to them and see if they can sort it out for you.

Please post back here how you get on.
Not a great advert for their company really.

Feffie

I have sent them an email, including the information from this thread and the tracking data, I hope it can be sorted as I am really not happy about having to pay for an item I have not even recieved, yes, if they do decide to take the money off my acount then the payments I have made will go towards other items but I would prefer to not pay for it untill I have the item or the amount has been credited back to my account.

It did seem as though they were going to credit it back to me to start with, but from the phone call earlier it seems as if they have just rubbed their hands of it.

frugal_mike

One thing to note here, Royal Mail owe you nothing as you don't have a contract with them. Even if it was all Royal Mail's fault they would still owe you nothing. Very are wrong to say you should take it up with them, and it is Very that have to rectify the situation.

bris

Go to your old address and get the Ipad, have you even thought of such a simple solution such as this.

Pollycat

bris wrote: »

Go to your old address and get the Ipad, have you even thought of such a simple solution such as this.

I'm sure the OP has considered that 'simple solution' as she makes this point in her first post:

Feffie wrote: »

I have been out of the old address for nearly 4 months, it;s a 4.5 hour bus journey away as I don't drive and I don't have the keys anymore so I'm not able to go and check if it is still there either.

And even if she made the journey, there's no guarantee the new occupant will be in.

And why on earth should she go to that trouble (and expense) when Very cocked the order up, despite the OP's best efforts to get them to deliver to the right address?