VERY.com, missing item but they have said its been delivered

stolt

hi all, i need some advice regarding Very.com. I pre-ordered a Samsung S8 mobile phone from them and it was due to be released on the 29th April.


I checked my account on the 26th April for an update on the phone and i could see that he was showing dispatched and delivered on the 20th April.


Which i intiailly thought was a mistake as the phone was due official release on the 29th and i only thought samsung was sending them out earlier than the dispatch date.
I tried calling very.com but found i could not get hold of customer services on the phone but i could via the live chat help.
I spoke to someone on the 27th april and explained that its showing delivered but i haven't recieved it. The lady said she can see a query on the system and someone is looking into it for me.
On the 28th I spoke to live chat again and managed to get a few more details from them with regards to when the phone was delivered. they gave me a date and a time and i checked our CCTV and told the live chat at the time im checking it and i cannot see anyone entering my driveway at this time stated on the POD.
I got a email on the 1st of May stating that they ae investigating but that they havent had feedback as the carrier is closed, can i call them to follow up. Tried calling again but at work so was easier to reply to the email they sent me.

I emailed them back with details and I received a mail back advising that due to security they were unable to reply to me without me supplying five pieces of information . account number, name, date of birth, email address etc (all i had done is replied to their initial email
i got a automated message just saying it was recieved.


on the 8th of may i chatted to someone on live help again (prefer this method as you get a transcript emailed to you after so no disputing what has been said) ive not had anyone call me from very.com and the lady apologieses and she looked at me account and then said ' it shows the item as delivered' so i had to go through he whole story again and then she said she would need to forward my query and that someone will call me in 3-5 working days. I said it was urgent now as its been some time and she said it was marked as urgent and someone should call me today, (well that was yesterday and still no phone call) and no call this morning either.


Yesterday on the live chat i asked for the tracking number and did a search on the royal mail website, it stated lastest update : deliveried to your address or neighbour. Signed with what looks like a X and then my surname as tje signature. Im at work all day and the person indoors would be wife who hasnt signed for it.


I went to playback the footage yesterday and save it as evidence and as its been a while since the intial delivery date the hardrive as wrote over the file so now i dont have this cruial bit of evidence i could kick myself (apparently I only get two weeks worth of footage which then it overwrites) i've literally missed the footage by a day as i could still see footage from the 21st april when i was chekcing yesterday.
i originally thought when i spoke to them it would be a couple of days and of course its dragged on.


I dont seem to be getting anywhere and i ordered the phone on a 3 payment system but this will affect my credit rating because the first payment is due on the 13th May.


what can i do? they are saying its been delivered and it definately hasnt and now its my word against theirs and i think they are just letting it drag on


thanks

stolt

just to add i still havent had a phone, email from very.com.
its VERY frustrating and not sure what else i can do with them.

KILL_BILL

very crap - they are useless i used them a few years ago and their lack of so called customer service- dont ask

stolt

thanks yes they are bad, i just dont know what to do the first payment is due.

getzls

Their customer service is awful.
They send me a coffee machine instead of a vacuum.
Took two months to partly resolve it.
They still owe me money.
Avoid!!

nyermen

Just to note - this is the praise/vent/warnings section. If you want advice, you should post in a different one (consumer rights?), where the miracle workers there will have advice. Certainly, the onus is on Very to deliver to you. Your not having the video doesn't matter, they need to prove they delivered to you. And remember that your arrangement is with Very, you don't have a direct relationship with Royal Mail.

(Musing...) Do Royal Mail track gps against deliveries? If so, they'd have a record of where it was delivered to.