Problem with Very.co.uk not sending an item

spitshaw

Hi all,

I was wondering if you could give me some advice on an issue I'm currently having with very.co.uk.

There was a good deal on Very recently for a new Samsung S7 Edge mobile phone that included
a free Gear VR2 headset. I ordered the phone and then spoke to them the day after I ordered
to ensure that I would indeed be getting the headset. They said yes.

The phone came a few days later and of course, there was no VR headset.

After multiple conversations with Very I have been told three wildly differnet things,
and not one is any help in me actually getting the issue sorted:

1. I have to claim for the headset from Samsung
2. I have to return the phone and reorder the phone and headset again
3. There is no such promotion/the promotion never existed

All of these things are odd because I have spoken to Samsung who said they have no
current promotion with Very, and that the headset is supposed to be sent from Very themselves.
Also, I cannot reorder the phone online as both the phone and promotion have completely disappeared from the website.

Unfortunately, I didn't screenshot the exact page with the offer on it when I bought it,
but I do have two transcripts with their livechat agents confirming the promotion, and
confirming that I will definitely be receiving the headset, once before the phone arrived
and one the day it arrived without the headset.. I also have the url saved
for where the offer page used to be.

None of the customer service agents or managers are able to offer me any solutions and are
telling me if I am unhappy I should return the phone for a refund. I don't want to do this
as I need the phone for work. And honestly, I also really wanted the VR2 headset, which was the entire reason I ordered the phone from Very in the first place. The phone is taken out on Buy Now Pay Later credit also, so it's not just a simple cash transaction.

Do I have any rights in this situation? Does this count as any sort of false advertising?
I bought an item which I havent received and Very are not offering what I think is an
acceptable solution either. Is there anything I should do/Can I even do anything or do I just have to accept I was kinda screwed?

Would be very grateful for any advice. Thanks!

Kristian

Bogalot

When did you purchase the phone? There was an offer as you describe but it finished in October. I wonder if they forgot to edit the page.

If it was incorrectly advertised then all they need to do is put you back in the position you were in, so cancelling the credit agreement and you returning the phone (there are plenty of others you could use for work!).

shaun_from_Africa

spitshaw wrote: »

Unfortunately, I didn't screenshot the exact page with the offer on it when I bought it,

http://webcache.googleusercontent.com/search?q=cacheTQZUbNZ1r1YJ:www.very.co.uk/samsung/e/b/4294959794.end+&cd=2&hl=en&ct=clnk&gl=us

spitshaw

I purchased it on boxing day, it's not the old offer you refer to, but it's actually an offer that was on the website for the newer edition, the VR2. It was an actual deal and not an accidental page edit, and the offer was on from Dec 23rd until Jan 1st.

I was told id be receiving the headset each time I spoke to the very agents....up until yesterday!

spitshaw

Ah I got the link thank you!

Is there anything I can do to sort this out?

shaun_from_Africa

Try it now.

naedanger

spitshaw wrote: »

Ah I got the link thank you!

Is there anything I can do to sort this out?

First take a screenshot of the google cache link before the cache is updated.

Second how did you pay? Was it by credit card?

spitshaw

I have saved the cached page now, thanks for that!

It was bought on credit with Very, buy now pay later.

shaun_from_Africa

spitshaw wrote: »

I have saved the cached page now, thanks for that

You really need to either print out a copy of the page or take a screenshot of it.
Saving the cached page is only okay provided that Google don't update the saved paged to a later date.

spitshaw

Sorry, I meant I saved it via screen shot. Thanks though

shaun_from_Africa

Save this one as well:

http://webcache.googleusercontent.com/search?q=cache:oUusX8NKK90J:www.very.co.uk/samsung-galaxy-s7-edge-32gb-with-free-gear-vr-2-headset/1600064523.prd+&cd=3&hl=en&ct=clnk&gl=us

as it gives the validity dates for the purchase and doesn't state anything about having to claim directly from Samsung.