Missing Computer

[u/ABitOfAnAsshole0]

Hello Reddit,

I posted a little while ago about a prebuilt I ordered not showing up. Now I have more facts and info I want to share.

To start with I ordered the Aorus Prime 5 PC from Gigabyte through a retailer called Very here in the UK. It cost me £2,700 as I used a 20% code as it’s my first order through the retailer which is what they do for every new account.

The box arrived noticeably lighter than it should be. As in you could pick up this box with two fingers when it’s meant to be 16kg.

I reported this to Very and the team only to have a week of being told they were ‘looking into it’ and being told to wait. We ended up contacting the CEO who surprisingly replied himself and escalated it to his executive complaints team.

They spent 2 weeks investigating and providing no updates to us. Yesterday I called them out of frustration and demanding answers only to be told that I could get a refund once they prove we didn’t receive the computer. I was confused because in every email I sent I offered video calls of us opening the package and on the first day of reporting it asked if someone could come in person to verify. They declined.

Now we must wait until Monday for someone to inspect the box three weeks after it was delivered. Luckily it’s in the state we received it in still but the box was clearly cut open and retaped during delivery. If they suspect I did this then they could deny a refund. I do not have tons of money, I’m a uni student who’s been saving for a while and bought this to open on my 21st Birthday.

The situation has been handled poorly by everyone involved and I genuinely don’t know what to do.

Note: My Dad took in the parcel but assumed it was heavy as the guy offered to put it inside and only realised once he went to lift it. When he did the driver was already back in his van and leaving.

Edit: Also I forgot to mention but yes, I paid in full on a debit card. Maybe it was stupid but I didn’t expect all this to happen.

[u/ZealousidealTable384]

Honestly if Very keep messing you around regarding a refund, just go via your bank and do a chargeback. You have all the evidence you need. Expect your Very account to be deleted if you go this route though

[u/ABitOfAnAsshole0 → u/ZealousidealTable384]

Yeah, depending on Monday that could be my only option

[u/DigitalStefan → u/ABitOfAnAsshole0]

Video the person. Even if they object. If they say you can't video them and they say you will not be able to get a refund if they can't inspect and they can't inspect if you video them. Stand absolutely firm.

If they go ahead with verifying the box and they start making excuses or saying utterly ridiculous things about what could have happened or if they inspect something about the box or its internals and they say "you already opened this" or they deny the obvious evidence of their own eyes, don't react, just politely and calmly disagree. Don't stop videoing until they leave.

Do not let them take away any part of the box without giving you an itemised receipt. Yes they can email it but you need that email in your inbox before they are allowed to take anything away. It's still your property until that refund hits your account. They have no rights to it unless you agree they can take it away and that agreement should be absolutely reliant on the promise in writing of a full refund.

If they are permitted to touch the box, open it, remove anything, take anything away and you do not have it recorded and itemised, they can change the story, make up facts and effectively do whatever they like to spin a story in their favour.

The person coming to inspect is not coming to help you, they are not a friend, they are coming to do whatever they can to limit the liability of the company. The company likely does not care about the negative press that could result from them denying you a refund because most of the people who shop with them also won't care, as unfortunate as that is.

Stay calm. Don't threaten them with a chargeback. Don't mention legal action, no matter if they try to wind you up. Keep your plans to yourself because that's how you retain the upper hand in a situation like this. If you're going to do a chargeback or you're going to take legal action, you just do it and you never say you're going to do it (except where you're actually obliged to give notice).

[u/C0deC4tto → u/ZealousidealTable384]

They used debit ;–;

[u/ZealousidealTable384 → u/C0deC4tto]

In the UK you can still chargeback!

[u/SolarJetman5]

This makes the driver appear guilty, bringing it in when it's really light seems like a distraction to avoid your dad touching the box. Any doorbell footage, might be useful to save

[u/babar_the_elephant_]

I bought a new razer blade 16 from very last year and it turned out used. I ended up getting a new one direct from razer but I wonder what is up with very

[u/GamingSquiddy]

Reply to me once you get an update. Wanna know what happens.

[u/Blunt_N7]

Don't do the charge back you will have you're account with them instantly deactivated/suspended ! Wait until every other option is followed Then charge it back

[u/DigitalStefan → u/Blunt_N7]

Why on Earth would OP care that their Very account would be deactivated? They should never, ever shop with them again after this experience.

[u/Blunt_N7 → u/DigitalStefan]

Because he has an open case with them and if he did charge it back before the claim ended and not knowing what the decision on their side would be then you know those assholes at Very would go after him for the money and say it was delivered and it's a false claim .

[u/Noxious89123 → u/Blunt_N7]

"go after him for the money"? Fucking how? What are you even on about.

That isn't how any of this works.

[u/ABitOfAnAsshole0 → u/Blunt_N7]

I’m only planning to chargeback if on Monday they say something stupid. Considering it’s been 3 weeks I could easily see them saying that we cut it open and retaped it.

[u/SolarJetman5 → u/ABitOfAnAsshole0]

From looking, it seems best to tell them your rights first, give them a kick up the arse.

Wonder if best to not say undelivered . Debit card charge backs put funds on hold and the bank gathers and decides. Saying undelivered gives very easy option for very to produce a tracking number with signature and photo

[u/coveredincathair22 → u/Blunt_N7]

"have you are account"

What?

[u/Blunt_N7 → u/coveredincathair22]

https://giphy.com/gifs/l2Je66zG6mAAZxgqI