Need advice - Very.co.uk

lexilex

I posted this on the Vent board so will copy/paste this and expand and the end. Important bits highlighted.

I have ordered from them previously, completely problem free. However, placed an order on 21st Dec, to be delivered 22nd Dec. On AM of 22nd Dec received phone call to say one of the items, a Bench jacket, had been stolen and I would not be receiving this. They credited this back to my debit account where I ordered it from and ordered me another one account using the credit account. £42 showing on my credit account.

Next day, both coats turn up, I informed them what had happened. £84 now showing on my credit account.

24th Dec, returned one of the coats to my local collect plus.

Kept an eye on tracking, waiting...and waiting...

13th January, coat recieved by Very, £42 credited back to my account.

19th January, paid off remaining amount on Very account for coat I kept (£42)

Since then I have had nothing but problems. They added the £42 back on to the account, rang them explained, they removed it. I received a letter to say it was been put back on, they removed it. I asked them to close my account as I will never use them again after this. Today I've received a letter saying that I had previously said I had never received the coat and couriers are saying I have (total !!!!!!!!, I've never said I haven't received it), and I now owe them £42. I've rang them again, and the woman said the person who wrote the letter obviously hasn't checked the account properly.

I'm so fed up of this, I asked to speak to the manager who the letter had come from, the woman on the phone had never heard of her.

Has anyone got any ideas how I can take this further with somebody higher than the sales advisors. This has been going on for 2 months and I am so sick of how imcompetant the Very staff seem to be. It is all written down in front of them I don't get what is so hard for them to understand.

I've sent countless emails and made many expensive phone calls to try and sort out their errors and I am totally peed off with it.

Thanks

fishingcinema

Hi there

have just had the same problem as you but with consoles ordered over christmas, going missing, re-ordering ect. managed to sort it in about 2 weeks.

Placed another order in jan then i get a phone call from a lady saying the item i ordered was not longer avalible and appoliogised. she then askes if i have any outstanding orders and i replied no, she said have you received the consoles then, i said yes i received them and phoned yourselfs on the same day to receive my promotional discount. call ends

Few days later i go online to check my account to find that on the same day i spoke to the lady above she added 2 more consoles onto my account saying goods now received. grrrrrrr.

One month, various phone calls (use say no to 0845) for the free number, about 20 emails and my account is now at the normal balance of what it should be. £16 odd pounds not the £200 they were trying to say i owed.

They then told me they would pass my account details onto a department that would go through what i had ordered, received, returned and payment made. they never did get back to me.

Basicaly what i did is emailed them with a list of everything i had ordered and received including the item number.

Everything i had returned onto my account.

And all payments made.

All incorrect interest charged to me as my bill had been lower than what they were saying, they were putting on silly little charges for say £1.95 i did not have a clue what they were for.

They then asked me to send them the returns info from the return sticker i sent mine via the post office. i told them i was not prepared to do this as they had already credited me for it once and i had told them the exact date and time i returned the parcel.

Then told them that unless they had my signature for the items i had not received then to re-credit my account or i would take them to the small claims court making more hassle for both of us for something that was so simple to resolve as they had every bit of info needed.

Hey presto account sorted, you should not have to jusp through hoops at the end of the day the problem is you never get to speak to one person you always get passed from person to person who is not upto date on whats going on, terrible customer services but they dont care.

Hopefuly you will be able to send one email to like i said above and get it al sorted.

lexilex

Thanks for replying, I didn't think anybody would

I must have sent a million emails about this. I have listed the transactions, but they just do not get it. I sent a complaint tonight, 6 minutes later received a ten word email apologising, it's not acceptable.

I am trying to find a different email address, somebody higher up.

I want an explation and proper apology, I'm a student and I don't have a lot of money. It's really stressing me out getting all these letters telling me I owe money I don't.