Very - misleading

Granty1

I waited 3-4 weeks to set aside a few hours on 19-11-20 to secure a PS5 for my young son for Christmas
I had all the notifications set up and when Very stock was in I acted quick, It clearly showed stock was in, I brought one and the money left my account (500+) for a PS5 and extra controller.....
yet looking at my orders nothing was showing so I called them....I got through to complaints beyond the initial call handler and below is the main extract of what I was told on a recorded call (my phone records all calls)

Very - So when did you place the order Mr Grant?

Me - About an hour ago

Very - Ok so it can take up to 24 hours for the order to show up on your account Sir

Me - What? So it could show up a console?

Very - Yes in the next 24 hours

Me - I don't understand that? I don't understand why it wouldn't show now? Because the other Customer Service rep told me I haven't got one

Very - Ok, I'm not sure where that information was coming from (reassuringly) but when you place an order it can take up to 24 hours to connect on the account

Me - So it's likely that I have actually got a console?

Very - Yes Mr Grant

Me - Ok i'll wait then, if that's the case that's fine

Very - Ok Sir is there anything else I can help you with?

Me - no thats fine, that's all I wanted to hear

Very - Ok no problem, bye

So today the money came back to my account, they have had it for 3-4 days, the fact they had taken it around 11am on the PS5 release day, that stopped me attempting to get one from elsewhere, as I told them that Amazon where releasing a load within minutes of that call but I no longer had the money to attempt to secure one, I also was led to believe that I had one secured both ion the fact that I was told as much and they had taken my money.

So what rights do I have, can they just treat their customers this way, i mean even when She told me that it would likely show up on my account i was left with the feeling the money would be returned, clearly that's not right is it?

Yahoo_Mail

Sounds like an authorisation hold that has dropped off after a few days rather than them actually debiting the money and returning it (the timescales are too short for that.)

The authorisation hold dropping off doesn't mean anything, so what is showing on your Very account?  Nothing?

I'd argue that it's poor form to reserve the funds when they don't have the stock to fulfil the order, yes, but it's not a consumer rights issue.

unholyangel

According to their T&C's, contract isn't formed until the goods are dispatched. 

I'll admit I've only had a quick skim of their T&C's but from what I can see, they don't state when they will take payment. However, that would only (potentially) help if having to wait extra time was a quantifiable loss. 

Spank

It's not them being misleading, it's shops systems not coping with the massive influx of orders happening at the same time, I know who could have seen that happening? A brand new system (well 2 if you include the new XBOX) being released in a global (almost) lockdown, certainly not the shops.