Free gift not being honoured
Hello,
We are having issues with our free gift being honoured by virgin media. We chose the free tv when we signed up for VM. Firstly, the delivery was 6 days after the date we were told in our tracking email (12/09/24). When the TV got delivered 18/9/24, the screen was completely smashed. We raised this the same day, and was told to wait 48 hours and someone would be in contact regarding a replacement...48 hours went by and no response. Contacted them and they said a request will be put in on 21/09/24 as we needed our account to be 28 days old. On 25/09/24 I followed up and was told that a request was put in and someone would be in contact within 72 hours...still no contact. I contacted again on 2/10/24, I was told to 'just wait' and when asked for details of anyone else I could speak to they refused to give me any. Apparently a note was left on my account on 1/10/24 that they have received the query, but I have had no communication whatsoever. It has now been another 11 days and I have heard nothing. At this point it feels as if I have been scammed into a contract with the promise that I would gain something from it but now VM are withholding their end of the contract. The free gift was the ultimate decider between going with VM and another provider however this is pushing me towards ending the contract with VM as it has been nearly two months.
Does anyone have any contact details on where I could escalate this please?
Hi Leahjenks
Info below from the following page https://www.virginmedia.com/help/gifts
Problem with my gift. What do I do?If you have any problems with your gift, you will need to contact the provider.
If you have a problem with the wine gift you received, contact Virgin Wines on 0343 224 1001 within 48 hours of receiving your gift.For problems with hardware gifts, contact Exertis on 01282 858 484 within 48 hours of receiving your gift. If your gift is damaged or you didn’t receive the correct gift, Exertis will arrange for a collection and send out a replacement. You can also have your gift replaced if it develops a fault within 28 days of you receiving it.