Yep, it was a waste of mine and Owen's time.
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Owen: Hello, you're chatting with Owen, one of Very's online customer service experts, how may I help you today?
Robert: i HAVE A DELIVERY DUE mONDAY, ORDERED THE 5 nOV AND DELAYED SINCE 17 nOV.
Owen: Good evening Robert, I hope you are well.
Robert: I'd like some comfort it's arriving without you reading the 'my account' status back to me.
Robert: Delivery information is updated the day before, without fail, to tell me it's arriving on the 16th.
Owen: Thank you for letting me know, I am sorry to hear about the delay with this order. I would be happy to check on that for you.
Owen: I will just send you a secure form to access your account and take a look.
Robert: Will you simply be accessing the 'my acount' section?
Owen: I will be accessing your account on my system so I can check that order for you. It would be different to what you see when you log in and can raise that to be investigated if nothing has updated.
Robert: ...or do you have specific information of the order from the supplier?
Robert: Order ref. *****875
Owen: Was this the order for the Mavic Fly More Combo item?
Robert: Yes.
Owen: Thank you for confirming, I can see the expected delivery date is showing as for ***** for you so should be with you by then, the tracking has not updated since it was processed at the supplier but should update closer to that delivery date for you.
Robert: What will happen is it will not arrive on the 16th, and an update will be provided then.
Robert: This happened on the 17 Nov and like then, I will waste an another day waiting for a high value item to arrive
Robert: What I can't fathom is why Very.co.uk can't investigate the status of this order in advance.
Owen: If you have had no updates on the tracking at all through the My Account page and the item is still not with you by the 16th January please get back in touch with ourselves we can raise an investigation with our Trace team to contact the supplier and confirm what is causing the delay.
Robert: Whilst I appreciate your intent that is, once again of no help whatsoever.
Robert: Is this arriving directly from your supplier?
Robert: As it's arriving on the 16th would you expect me to have had tracking information by now?
Owen: I understand, it would be passed over to our courier who are Yodel then they will be delivering that parcel for you.
Robert: That is either tomorrow or Monday.
Robert: So by now it should have arrived with Very?
Owen: We would have expected more tracking information on this order, however as it was delayed initially and a new expected date given there should be more information closer to that delivery date.
Robert: Closer than the 12th to 16th?
Robert: Two working days before?
Owen: So it would be processed at the supplier then sent out to Yodel ready for delivery.
Robert: So it could be on its way to Yodel now?
Owen: We do deliver on a Saturday of course as well so if the item was to be passed over to the courier for Monday delivery this would usually happen on the Saturday.
Robert: Given that it's coming from outside the UK would Very expect to be notified that it has been despatched to Yodel?
Robert: To achieve a Monday 16 Jan delivery that should have happened by now, I guess?
Owen: We would have that tracking information available yes when the order had been passed over to Yodel for delivery.
Robert: So it's not been dispatched from DJI to Yodel yet?
Robert: Can you imagine my frustration?
Robert: Not so much with the lack of product but the lack of any information as to likelyhood of delivery?
Owen: I can imagine the frustration of course Robert, I am sorry about this delay with the delivery.
Robert: Owen, help me, what do I need to do to escalate this problem so that it can be investigated tomorrow?
Owen: What I can do is pass that through to our Trace team for you now to contact the supplier and see if they can get any information for you, they should then have an update for you within 24-48 hours.
Robert: Okay Owen, thank you. How will they contact me?
Robert: And will they definitely contact me within 48hrs at the latest?
Owen: Yes it would be within 24-48 hours that our Trace team would be in touch, how would you prefer to be contacted?
Robert: Email please Owen.
Robert: One last question, is their a risk this order won't be fulfilled, is that a regular occurrence with Very, Owen?
Robert: Hello Owen, have I 'droned' on too long, have I lost you?
Owen: We will aim to get this order to you of course Robert, sorry about the delay I was passing on that message to our Trace team for you.
Robert: Righto, okay, thanks for your time Owen.
Owen: As you can imagine we do take a substantial amount of orders daily that are sent out and do aim to get them all to you as soon as possible, if there are ever any issues such as these this is where our Trace team would step in to investigate.
Robert: Okay, I'll await the trace team response.
Owen: Great, they will be in touch with you within 24-48 hours.
Robert: Okay, thank you. Take care and goodbye
Owen: My pleasure, well I hope you enjoy the rest of your evening and have a nice night. Take care.