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  • FIRST POST
    • Jo_Smith
    • By Jo_Smith 17th May 17, 6:16 PM
    • 4Posts
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    Jo_Smith
    Very - changed their mind
    • #1
    • 17th May 17, 6:16 PM
    Very - changed their mind 17th May 17 at 6:16 PM
    I ordered a vacuum cleaner from Very on 11 March 2017, using a 30 discount code. Was 99, but offer meant it cost 69. When it arrived, I gave it a try and found disappointed with the performance and it scratched my hard wood floor.

    I contacted Very customer service and explained. They said I could return the vacuum as unsuitable and send me a returns label.

    My statement was credited and updated with the vacuum removed and balance set to 0. I thought that was the end of it.

    Then on 11 April 2017, I had a knock at the door. The vacuum had come back. I didn't accept it. When I contacted Very they said I had no right to refuse delivery. That I was liable, the vacuum was not faulty.

    On 26 April the hoover was delivered again. I reluctantly accepted, because I was told if I didn't it would be incinerated and I would be charged.

    Following numerous conversations using the online complaint query Very provided we wrote a letter of complaint to the Head office on 26 April 2017. We have received no acknowledgement of our complaint. I sent it recorded delivery.

    I have 99 on my account again for the vacuum that is unsuitable (no mention of the code I use for the original order). And I have been told to pay up or pay interest.

    I have found Very threatening and intimidating.

    I was going to contact the financial ombudsman, but wondered if anyone has had a similar experience with Very and can offer any advice?
Page 1
    • waamo
    • By waamo 17th May 17, 6:37 PM
    • 1,308 Posts
    • 1,408 Thanks
    waamo
    • #2
    • 17th May 17, 6:37 PM
    • #2
    • 17th May 17, 6:37 PM
    How quickly did you return it? Was it within 14 days?
    This space for hire.
    • Jo_Smith
    • By Jo_Smith 17th May 17, 7:01 PM
    • 4 Posts
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    Jo_Smith
    • #3
    • 17th May 17, 7:01 PM
    • #3
    • 17th May 17, 7:01 PM
    Yes, I returned it within 14 days.
    • waamo
    • By waamo 17th May 17, 7:07 PM
    • 1,308 Posts
    • 1,408 Thanks
    waamo
    • #4
    • 17th May 17, 7:07 PM
    • #4
    • 17th May 17, 7:07 PM
    You have every right to a refund. This is covered by the consumer contracts regulations. A simple explanation can be found here http://www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

    Did your letter demand a refund?
    This space for hire.
    • Fosterdog
    • By Fosterdog 17th May 17, 7:16 PM
    • 2,858 Posts
    • 4,868 Thanks
    Fosterdog
    • #5
    • 17th May 17, 7:16 PM
    • #5
    • 17th May 17, 7:16 PM
    Did you tell them you wanted to cancel as per your rights under the CCRs or did you tell them you didn't want it because it was faulty (not powerful enough and damaging your floor)

    If the former then they have to accept your cancellation however they could reduce your refund because you used it. If the latter then if they have tested it and found it to not be faulty then you either need to accept it back and pay for it or get an independent report to prove that it is faulty.
    • shaun from Africa
    • By shaun from Africa 17th May 17, 7:17 PM
    • 9,153 Posts
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    shaun from Africa
    • #6
    • 17th May 17, 7:17 PM
    • #6
    • 17th May 17, 7:17 PM
    You have every right to a refund. This is covered by the consumer contracts regulations.
    Originally posted by waamo
    Not necessarily.

    Whilst it's certainly correct that the OP had the right to return the vacuum within 14 days, Very also have the right to reduce the amount of any possible refund (up to the full selling price) if the value of the returned item has been diminished due to excessive handling.

    The exact wording used in the act is:

    (9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price.
    ...
    ...
    (12) For the purposes of paragraph (9) handling is beyond what is necessary to establish the nature, characteristics and functioning of the goods if, in particular, it goes beyond the sort of handling that might reasonably be allowed in a shop.
    There aren't any shops that I can think of that would allow you to plug in a vacuum and run it along a wooden floor and if they consider that due to the cost involved in cleaning and testing a used vacuum makes it worthless to them, they can reduce the refund by 100%.
    • Jo_Smith
    • By Jo_Smith 17th May 17, 7:31 PM
    • 4 Posts
    • 0 Thanks
    Jo_Smith
    • #7
    • 17th May 17, 7:31 PM
    • #7
    • 17th May 17, 7:31 PM
    Thanks for the quick replies. In my ignorance I wasn't aware of CCR. I never stated that vacuum was faulty, just not suitable.

    I suppose my main gripe is I contacted Very and was very honest with them - I told them I tried it (never said anything about it being faulty). They said it was okay to return. They updated my account and was given a full refund on the account. I have a printed statement that shows good returned and accepted and outstanding balance is 0.

    I didn't have any further communications from them, no letters, emails, calls, until they attempted to deliver it again. Then when I phoned them, they had updated my account and charged 99 + admin fees, and return fees.

    If in the first instance they had said - you've used it, you cannot return it. I probably would have put it down to lesson learnt! But they didn't. And they gave me a refund and accepted the return. Two weeks later they changed their mind. I didn't think they could do this.
    • nyermen
    • By nyermen 18th May 17, 7:12 AM
    • 90 Posts
    • 80 Thanks
    nyermen
    • #8
    • 18th May 17, 7:12 AM
    • #8
    • 18th May 17, 7:12 AM
    Hi - just a comment on this:
    "There aren't any shops that I can think of that would allow you to plug in a vacuum and run it along a wooden floor"
    I'm not sure if it's still there (may have been a temporary stand - they had a dyson branded shirt on), but PC World in guildford had wood, carpet, and i think lino, on the floor of their hoover area, for "demonstrating on" (I think they had a bag of dust or similar as part of the demo), when I bought a new Dyson a while a go.
    Peter

    Debt free - finally finished paying off 20k + Interest.
    • soolin
    • By soolin 18th May 17, 9:00 AM
    • 58,605 Posts
    • 41,477 Thanks
    soolin
    • #9
    • 18th May 17, 9:00 AM
    • #9
    • 18th May 17, 9:00 AM
    Hi - just a comment on this:

    I'm not sure if it's still there (may have been a temporary stand - they had a dyson branded shirt on), but PC World in guildford had wood, carpet, and i think lino, on the floor of their hoover area, for "demonstrating on" (I think they had a bag of dust or similar as part of the demo), when I bought a new Dyson a while a go.
    Originally posted by nyermen
    Isn't that different though? Would they have allowed you to open a different model, take it out of the box and try your own demo in the store with the various floors ?
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • waamo
    • By waamo 18th May 17, 9:37 AM
    • 1,308 Posts
    • 1,408 Thanks
    waamo
    I think this is a really good case for an ombudsman. There is no real definition of what is fair testing. What a retailer considers fair may differ greatly to a consumer.

    If the ombudsman service is available I would try it. Let's face it you are in no worse a situation as now even if the ombudsman decides it's not fair testing.
    This space for hire.
    • DoaM
    • By DoaM 18th May 17, 12:38 PM
    • 2,271 Posts
    • 2,256 Thanks
    DoaM
    1. Raise a dispute with Very regarding the reapplication of the charge plus admin etc. As I recall, this should put a hold on the account and stop any interest charges accruing.

    2. As part of the dispute, make sure it is clear that this is a formal complaint. Make it clear also that you'll be escalating to FOS if necessary (see below).

    3. After 8 weeks (or whenever they reject your complaint and you can demand a Deadlock letter), raise a claim/case with the Financial Ombudsman Service (FOS).

    Chances are Very will back down and remove the charges on your account, rather than risk FOS (where, I believe, the company - Very - get charged an amount [500?] in respect of the claim).

    Of course Very may also cancel your account, but that's not necessarily a bad thing ... the only benefit with very is being able to pay over a period; but their prices tend to take account of this and can be much higher than the general market.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
  • Very.co.uk company representative
    Hi Jo_Smith, I am sorry to hear the vacuum was returned back to you. We would like to investigate this further for you, so I can do this can you please visit our Facebook page (www.facebook.com/VeryUK), give us a brief explanation of your query and that you have come from MSE. Thanks.
    Official Company Representative
    I am the official company representative of Very.co.uk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • theonlywayisup
    • By theonlywayisup 19th May 17, 2:18 PM
    • 10,304 Posts
    • 6,918 Thanks
    theonlywayisup
    Hi Jo_Smith, I am sorry to hear the vacuum was returned back to you. We would like to investigate this further for you, so I can do this can you please visit our Facebook page (www.facebook.com/VeryUK), give us a brief explanation of your query and that you have come from MSE. Thanks.
    Originally posted by Very.co.uk company representative
    Why send them elsewhere? Why not deal with them via a PM here. Poor show.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Hermione Granger
    • By Hermione Granger 19th May 17, 3:08 PM
    • 698 Posts
    • 1,056 Thanks
    Hermione Granger
    Why send them elsewhere? Why not deal with them via a PM here. Poor show.
    Originally posted by theonlywayisup

    Why spam the forum with three near identical replies to the Very representative?
    • DoaM
    • By DoaM 19th May 17, 3:13 PM
    • 2,271 Posts
    • 2,256 Thanks
    DoaM
    Why send them elsewhere? Why not deal with them via a PM here. Poor show.
    Originally posted by theonlywayisup
    Company reps have no PM facility - that's why.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • theonlywayisup
    • By theonlywayisup 19th May 17, 4:40 PM
    • 10,304 Posts
    • 6,918 Thanks
    theonlywayisup
    Why spam the forum with three near identical replies to the Very representative?
    Originally posted by Hermione Granger
    Because the so-called rep is spamming copy and paste replies referring people to Facebook.

    As I've said on the other two threads I didn't know they couldn't PM on here.

    However, it still poor customer service to send them somewhere else, why not back to Very? They should at least have an email for these queries which shows they've come from MSE.

    Very = Very Bad CS.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • IAmWales
    • By IAmWales 19th May 17, 6:40 PM
    • 583 Posts
    • 1,173 Thanks
    IAmWales
    Because the so-called rep is spamming copy and paste replies referring people to Facebook.

    As I've said on the other two threads I didn't know they couldn't PM on here.

    However, it still poor customer service to send them somewhere else, why not back to Very? They should at least have an email for these queries which shows they've come from MSE.

    Very = Very Bad CS.
    Originally posted by theonlywayisup
    You're criticising them for offering to help just because it's not in your preferred format?

    Damned if they do, damned if they don't!
    • theonlywayisup
    • By theonlywayisup 19th May 17, 9:57 PM
    • 10,304 Posts
    • 6,918 Thanks
    theonlywayisup
    You're criticising them for offering to help just because it's not in your preferred format?

    Damned if they do, damned if they don't!
    Originally posted by IAmWales
    I am criticising them. What are you doing?
    "I suggest you read who's thread this is and you will find its MINE". sic
    • shaun from Africa
    • By shaun from Africa 19th May 17, 10:28 PM
    • 9,153 Posts
    • 10,281 Thanks
    shaun from Africa
    Why does it really matter whether the Very rep gives help to people via Facebook, directly via e-mail or by any other method of communication provided that the end result is the same and the required assistance is given?
    • theonlywayisup
    • By theonlywayisup 20th May 17, 7:04 AM
    • 10,304 Posts
    • 6,918 Thanks
    theonlywayisup
    Why does it really matter whether the Very rep gives help to people via Facebook, directly via e-mail or by any other method of communication provided that the end result is the same and the required assistance is given?
    Originally posted by shaun from Africa
    If you read their FB feed you will see they don't. Very like to be seen as giving help, hence referring them away from here. In actual fact they then do nothing.
    "I suggest you read who's thread this is and you will find its MINE". sic
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