Very Network disbute

eripmav

Hi everyone, I hope you're all well!

I was wondering if anyone could offer some advice.

My wife ordered me an Xbox One for Christmas from the catalogue, Very. Looking at her account, she noticed that it stated that it'd been delivered on the 29th November at 14:05 in the my wife's maiden name. We've been married for five years now, why would she all of a sudden just sign for something with just her maiden name instead of her double barrelled surname?

What is even more disturbing is that Yodel claim that there was a 'confirmed delivery HHT (handheld terminal) failure that just happened to be at 14.04 and that the driver used his 'paper manifest'. Here lies the problem.

The depo is in Middleton, we're in Bolton. On a perfect clear run it takes 30mins to get here from there. The van was loaded at 13.34...

We've spoken to Very, emailed them, Tweeted them and Lord knows what else and no joy at all. At first they tried getting us to contact Yodel but without a tracking number, we were unable to do so. I then said to them that it's their contract with Yodel and ours was with them, only to be fobbed off.

They're now saying that we have to wait at least another three days whilst they 'investigate' and they'll get back to us. My wife is going out of her mind with worry about this and I'm not happy that Very are ok to leave a customer going out of her mind with despair. Have I missed anything that I should be saying or doing to get this matter rectified?

I've requested to speak to a manager, not happening. I've asked for them to call me back - only to be told that their Email/FB/Twitter team can't make outgoing calls...hah.

Any advice is greatly appreciated and I thank you all for your time in reading this.

unholyangel

What resolution have you asked for? Refund? Replacement?

If its a replacement, you may have to wait as stock is limited. If its a refund.....they should be doing this within a reasonable time. DSRs do state if you cancel you should be refunded within 30 days. But in other cases, providing its within reasonable time....theres not really much else.

She may be able to get a speedier resolution by either claiming under section 75 of consumer credit act if paid on credit or a chargeback for non-delivery if debit card (has to be 15 days though for non-delivery).

eripmav

unholyangel wrote: »

What resolution have you asked for? Refund? Replacement?

If its a replacement, you may have to wait as stock is limited. If its a refund.....they should be doing this within a reasonable time. DSRs do state if you cancel you should be refunded within 30 days. But in other cases, providing its within reasonable time....theres not really much else.

Hiya Angel, thank you very much for your reply.

Not asked for a replacement, I'm so angry with them I said that it's not longer required.

The thing that's worrying us is that Yodel are claiming it's been delivered, when it's not and there's clearly discrepancies in what we can see (for the delivery) and what we're being told. We don't want to be charged for something that we've obviously not received.

unholyangel

eripmav wrote: »

Hiya Angel, thank you very much for your reply.

Not asked for a replacement, I'm so angry with them I said that it's not longer required.

The thing that's worrying us is that Yodel are claiming it's been delivered, when it's not and there's clearly discrepancies in what we can see (for the delivery) and what we're being told. We don't want to be charged for something that we've obviously not received.

There is a very rep on this board so they may be able to help you.

Theres nothing we can really do to avoid the situation you're describing. Its one of those things you just kind of need to deal with when it happens and no point worrying about it until it does.

One thing you could try is asking the delivery driver to describe the door/house. I've done it myself just 2 months ago when asda delivered £120 worth of shopping to our neighbours - who accepted it and signed my partners name.

Some courier companies now require their couriers to take pictures of the house/door they deliver to in order to help avoid situations like these.

They're likely being extra careful because of the value of the goods/nature of them.

eripmav

If they delivered tlo a neighbour, are they not obligated to put a card through the door?

I know we shouldn't worry; however my wife suffers with anxiety and panic attacks - so this really isn't doing her any good:(

unholyangel

eripmav wrote: »

If they delivered tlo a neighbour, are they not obligated to put a card through the door?

I know we shouldn't worry; however my wife suffers with anxiety and panic attacks - so this really isn't doing her any good:(

How did your wife pay for it btw? As I detailed above, your card provider/credit provider may be able to help/may be jointly liable.

eripmav

This is one of the major factors of the worry. No money has changed hands yet, I'm wary that Very will try to sting my wife for the console that didn't turn up. So I'm trying to look into the various avenues of proving that it wasn't delivered.

eripmav

unholyangel wrote: »

How did your wife pay for it btw? As I detailed above, your card provider/credit provider may be able to help/may be jointly liable.

Do you think it's now time to report to the police? It is fraud, so a criminal matter.

bod1467

How about actually answering the question asked? (I mean, you even quoted the question, then said something entirely unrelated to the quote!)

eripmav

eripmav wrote: »

This is one of the major factors of the worry. No money has changed hands yet, I'm wary that Very will try to sting my wife for the console that didn't turn up. So I'm trying to look into the various avenues of proving that it wasn't delivered.

What, like that?

SimonSays

If the HHT has failed and it has been declared loaded onto van at 13:34 then maybe (I have limited experience with Middleton Service, Used to be Rochdale when I was there) It was manually inputted onto the system by admin and a paper manifest was raised. For input later. Infact I remember picking up from Middleton and they used HHT and Paper.

If the driver still had his HHT with him but using a paper manifest they can still check the geotracking of the unit of if he was in your street.

Very need to send a resolve (http://resolve.myhdnl.co.uk) to Yodel who then get information from the driver/depot. This comes back within 24 hours usually along the lines of

"Hi We were unable to determin what happend to the parcel, Please process as lost"

If you do not get satisfaction from Very CS DON'T Ask for a manager they are useless really. They aint Shop Direct, they are people who work for Serco Listening (outsourcers)

Ring 0151 432 1000 ask for order trace or track and trace.These are the people who can resolve it and get the cash back on the account. There is an 0844 number but it escapes me at the moment

Failing all this ring 08081010021 (SDG Customer services direct line) ask for customer excellence and you are unwilling to communicate in writing, these people will get it sorted.