Very.com claiming my refund package is empty!

Nakupops

Hi All,

I bought a phone from Very.com for just under £600. A week later I found the same phone on offer direct from Samsung. So I proceeded to request a refund with very.com.
I put the phone in its original box with everything that came with it and put it into the envelope. Walked down to budgens where collect+ will pick it up from.

I received a call from very.com today saying that they had received my package but there was no phone inside the box!!!!!!!
I even filmed myself putting the phone in the box and then putting the box into the envelope and sealing it.
I suspect foul play at the very.com returns centre. I remember an old colleague of mine once said he knows of young lads that used to work in returns department of Amazon and steal the goods from inside the packages.

Do I have any rights? Its my word against theres. I really can't afford to lose this money. Would appreciate all help.

Thanks!

waamo

That isn't really evidence you sent it though. You could easily have opened the envelope, removed the phone then used an identical envelope.

Did you get the parcel weighed at the collection point?

Nakupops

Unfortunately not. They literally just scanned the barcode and left it with the other packages.

bluenoseam

Nakupops wrote: »

Hi All,

I bought a phone from Very.com for just under £600. A week later I found the same phone on offer direct from Samsung. So I proceeded to request a refund with very.com.
I put the phone in its original box with everything that came with it and put it into the envelope. Walked down to budgens where collect+ will pick it up from.

I received a call from very.com today saying that they had received my package but there was no phone inside the box!!!!!!!
I even filmed myself putting the phone in the box and then putting the box into the envelope and sealing it.
I suspect foul play at the very.com returns centre. I remember an old colleague of mine once said he knows of young lads that used to work in returns department of Amazon and steal the goods from inside the packages.

Do I have any rights? Its my word against theres. I really can't afford to lose this money. Would appreciate all help.

Thanks!

While I'm not 100% discounting it I'd be shocked if a company like Very (or for that fact Amazon!) doesn't have security measures in place to avoid high value items going walkies. Even if you'd had it weighed at the drop-off point that's not really much use as I've seen stuff being returned before which has the right weight but not the right content! Problem you have is that you are personally sure it was in there, between that point and Very receiving it the item is no longer there and that creates an issue which will be difficult to solve.

bris

Loads of these same threads popping up now, I also suspect foul play.

LadyDee

If the item was scanned, check the receipt it should have the weight printed on it.

[Deleted User]

Nakupops wrote: »

Hi All,

I bought a phone from Very.com for just under £600. A week later I found the same phone on offer direct from Samsung. So I proceeded to request a refund with very.com.
I put the phone in its original box with everything that came with it and put it into the envelope. Walked down to budgens where collect+ will pick it up from.

I received a call from very.com today saying that they had received my package but there was no phone inside the box!!!!!!!
I even filmed myself putting the phone in the box and then putting the box into the envelope and sealing it.
I suspect foul play at the very.com returns centre. I remember an old colleague of mine once said he knows of young lads that used to work in returns department of Amazon and steal the goods from inside the packages.

Do I have any rights? Its my word against theres. I really can't afford to lose this money. Would appreciate all help.

Thanks!

Why would you film yourself putting it in the box? Foresee a theft did you?

DoaM

_shel wrote: »

Why would you film yourself putting it in the box? Foresee a theft did you?

If I was in the same situation, I would probably do the same (take photos/a video). Being aware of a potential problem and taking steps to avoid loss is not the same as intending to defraud a company!


OP's mistake was in not having the parcel weighed at the collection point. (Or maybe it was but OP doesn't realise?)

soolin

LadyDee wrote: »

If the item was scanned, check the receipt it should have the weight printed on it.

This is Collect + they don't weigh items at the shop, they just take them in. The only time they get weighed is if once it gets to the hub it looks or feels as though it was in the wrong weight or size band, then it is checked and if the bought label (ie up to 1kg or up to 2Kg) isn't sufficient then sender gets a bill. It is not like RM where they weigh things before they sell you a label.

soolin

DoaM wrote: »

If I was in the same situation, I would probably do the same (take photos/a video). Being aware of a potential problem and taking steps to avoid loss is not the same as intending to defraud a company!


OP's mistake was in not having the parcel weighed at the collection point. (Or maybe it was but OP doesn't realise?)

Read this it explains about returns - the shop is just for drop off, they don't weigh anything.

https://www.collectplus.co.uk/retailers

It's the same with MyHermes, if I use them I just hand all my stuff over the counter and get a stamped bit of paper saying I have handed in xx amount of parcels.

hollydays

Last time I filmed something, I filmed the WHOLE thing including me passing it over the post office counter ( Ebay)If you're smart enough to video it, surely you could foresee the pitfalls.