Very.co.uk PlayStation bundle items missing

gotmurked

Hi, I'll keep this brief;

Ordered a PlayStation VR bundle from Very, great price for what's included (Sony are clearing the old model's stock).

Description of item on website:

VR Headset with PlayStation Camera, VR Worlds, Move Controller Twin Pack and Gran Turismo Sport MDW731A

Received and opened today and the 'Move controller twin pack' isn't included.

I am looking for recourse on this in either a credit of the value of missing item, or supply of missing item (present RRP c£80).

As they accepted my order as it was described and it has now been delivered does this increase my position over the bog standard "Sorry, please return for full refund. End of story" which I think may be what they will come back with?

I've also opened and connected the item - before realising the controllers were missing (their returns policy states non return after opened / connected).

I've noticed they've changed the product description on their site now to state 'OPTIONAL Move controller pack available' i.e. a different bundle at higher price.

Worth holding my guns as they accepted my offer for what they were advertising and fulfilled my order? (The move controllers are freely available separately to buy at many places)

theonlywayisup

What did they say when you contacted them?

dj1471

If it was an error they don't have to honour it, otherwise they're in breach of contract and you're entitled to the missing item or suitable compensation.

gotmurked

Contacted by live chat. They've offered £30 to put towards sourcing my own missing controllers. I don't know if that helps add weight to my case.

They've raised it to their 'Customer Excellence' team who I should hear from shortly. I'd accept £50 to mitigate my loss, I'll see what happens.

Thanks for the input.

unholyangel

What does your account/confirmation email say? How much did you pay and what date did you order?

Just I've been keeping an eye on playstation vr headsets the last 3 weeks or so and while very bundles have cropped up, not one of them had the controllers included for free, it was only there as an optional extra for an additional fee.

Given how much PR the deal without the controllers received on forums, gaming publications, in the general media etc, I'd expect the deal with the controllers to be likewise.

gotmurked

All three confirmations (confirmation of order, confirmation of despatch and also item in account history) all state the following;

VR Headset with PlayStation Camera, VR Worlds, Move Controller Twin Pack and Gran Turismo Sport MDW731A

Buy Now Pay Later 12 Months


As mentioned earlier, after noticing the controllers were missing, I checked back on the website and the description options have now changed. They state there is an additional optional bundle that includes move controllers and unless you select this, my bundle above is now listed as;

VR Headset with PlayStation Camera, VR Worlds, and Gran Turismo Sport MDW731A

(omitting the Move controllers).

I'll wait to see what they come back with. I'm looking for no more than what was agreed and what I have in writing.