Refunded For Missing Parcel...Now Being Charged Again?

pig_let_cool

Hi all, just wondering what my rights are here.

I ordered a £300 item from very.co.uk, which I tried to cancel but they dispatched too quickly (for once ) The item was then marked as delivered and signed for, but it never came to me. I told Very it hadnt showed up, they asked for proof of my signature (sent them a scan of my licence) they told me it didnt match, and refunded me.

Everything was fine and I heard nothing more from them.
Now, I've opened my statement, which has the item fee deducted again, having been edited on the 30th as "now delivered"??:eek:

Can they recharge me like that without contacting me? I have no idea what is going on! lol

I've called them today, and someone will call me tomorrow, but I wanted to check where I stand etc

Thanks in advance folks!

bris

Unusual to refund on a different signature as items are sent to addresses and anyone can sign for them, not just the person it's addressed to.


Maybe their investigation has came back shown delivered to the correct address and they have charged you again, CS will tell you whats going on.

Marktheshark

How did you pay ?

pig_let_cool

Marktheshark wrote: »

How did you pay ?

It's a credit account, newly opened, half the reason I wantedto cancel was that I didn't realise I'd managed to open the account and ordered it!

pig_let_cool

bris wrote: »

Unusual to refund on a different signature as items are sent to addresses and anyone can sign for them, not just the person it's addressed to.

Maybe their investigation has came back shown delivered to the correct address and they have charged you again, CS will tell you whats going on.

But can they do that? If they'd already accepted liability and refunded it?

bris

pig_let_cool wrote: »

But can they do that? If they'd already accepted liability and refunded it?

They wouldn't have accepted liability, they would have taken you at your word and don't forget there was nothing to actually refund just a delayed credit transaction.


There would then be an investigation to see what happened to the parcel, this would have came back as correctly delivered, whether it was or not is now a battle you need to fight.

Skie_2

Very are, unfortunately, very slippery when it comes to whacking on additional and nonsensical charges. I've had items refunded only to be charged for not paying for them, then charged again the next month for not paying the previous statement (which was £0 due to the refund). They will eventually sort it out if you keep at them (best bet is via email and write a concise email that sets out the facts with dates etc) but expect them to be snotty about it and never admit they made a mistake.

SimonSays

Are they Skie? I don't think they are.

If this was recorded as missing it would have gone to Order trace (referred to as track and trace at cs) who would have got geo locations of the supposed drop amongst other things.

Having worked for them they actually were more inclined to take charges off than enforce them to keep good will.

Marktheshark

You should write to them stating the item has not been delivered, the contract has therefore not been completed and you will be contacting trading standards to investigate why they think they can charge you for a missing parcel.

leespot

On the rare occasion that I use Very, I always use the collect+ facility for extra security. I'm at work all week so having it delivered somewhere nearby works better for me - might be worth a try for the OP if they order something expensive in future?