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my hatred for very.co.uk very bad customer service very awful

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  • I ordered a Swan Oil filled radiator on 19/01/14 this arrived 20/01/14 & on the 21/01/14 I tried to use the returns section on the Very website.
    This does not work as it does not allow me to click & select the check box next to the item thus not allowing me to progress to stage 2 of the process.
    I then used the email & received a confirmation email saying you would contact in 6 hours, you did not.
    In the mean time prior to any human contact by Very I received an automated phone call from Very requesting I press the number 1 and after press any key to continue which I did, however, this just did not work and went round in a loop.
    I tried further emails with just the confirmation email being returned.
    I did search the web & found many people complaining about the utter & complete non-existence of customer service via Very.
    During this I also found a message platform on the Very Facebook which gave a response from Andy F. I also finally got an email from Nicola at the Very help team who said she had arranged for collection on 24/01/14, this did not happen despite my staying off of work all day 7 am - 7 pm!
    So the returns section on the Very web site doesn't work.
    The automated phone call does not work.
    The email queries@very.co.uk does not work.
    The collection of goods does not work.
    Does anything at Very work?
    I have been keeping all my emails because according the Office of Fair trading emails do constitute a correct medium for cancelling an order and requesting a refund and anything else to do with communication via distance selling companies. It also goes into a lot of other things that Very are clearly flouting the law over regards distance selling but that will wait for later.
    Very really does need to gen up on this area of selling.
    I am looking to my day in court with Very, I have taken video of the product to ensure when this product does finally get to be returned Very cannot say it is damaged. yes video and not photo so Very can't say they have been Photoshoped, that's how much I distrust Very.
    I shall also be publishing on Facebook all these emails and on every other blog that has popped up, which are many along with all the other people complaining about the disgusting lack of customer service and the way we are treated.
    I want this item collected and my account showing a zero owed balance.
  • I have been left feeling shocked and undervalued today whilst trying to find a resolve for a mistake that very.co.uk made to my order. I ordered a small double bed frame and a mattress for the bed. I was informed that my order would be delivered on September the 15th between 9am and 1pm. I then planned an uplift with my local council to remove my old bed and mattress that morning ready for my new purchase. when my bed arrived i arranged for a handy man to build it for me for the small price of £30.00 however what we didn't realise at the time was that Very had sent me a single bed size mattress instead of a small double. I checked my order to make sure that i hadn't made a mistake and i hadn't so, simple enough i though, i phoned the customer service team at Very and explained my situation. The representative then told me that i had to dismantle the bed and arrange an uplift with the courier and return the frame and mattress back to them. When they received it they would then reorder it and arrange another delivery. I said that this was unacceptable and relayed the information to the representative as i have written. I also told her that i did not have a bed to sleep in and that i am a working woman. When she said that was all that the system would allow her to do, i then asked to speak to a supervisor. I waited on the phone [my mobile] for almost 8 mins until i got to speak to a supervisor who sympathised with me and told me that she would definitely find a resolve for me and that she would phone me back in 30 mins with a solution. Three hours later i received a phone call from her advising me that the bed and frame would have to be returned by courier and i would have to arrange this myself with the courier. She said that she would allow me to sleep on the mattress as long as i did not remove the thick plastic packaging that it was wrapped in. I was extremely upset by this comment and i told her so. The plastic packaging was filthy dirty and hard and to be honest my floor carpet more comfortable. I have refused to call the courier and i have refused to pay for the goods but she threatened me saying that because i signed for the goods i would have to pay for them. My mum actually signed for the goods and was not even aware that the order was wrong. I phoned a wonderful local company who then came to my house and dismantled the bed and built me a new one up in my bedroom. they supplied the mattress and helped me put the Very.co.uk frame and mattress outside my flat but inside the communal entrance. I then phoned customer services at very.co.uk and told them that if they wanted them back then this is where they are and i am not taking any responsibility for housing the items for them. I was threatened again with being charged for them and reminded that i signed for them. Please let me know my rights in all of this
    Elizabeth
  • wealdroam
    wealdroam Posts: 19,180 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ebyrne43 wrote: »
    ...(they) put the Very.co.uk frame and mattress outside my flat but inside the communal entrance. I then phoned customer services at very.co.uk and told them that if they wanted them back then this is where they are and i am not taking any responsibility for housing the items for them. I was threatened again with being charged for them and reminded that i signed for them. Please let me know my rights in all of this
    Elizabeth
    You ask about rights, but the first thing you need to consider is that you have a duty to look after the goods whilst they are in your possession.
    For example, if the bed gets stolen whilst in that communal area, then you are responsible for the cost.

    You have every right to expect the seller to arrange for the collection of the goods at their expense, but at a time convenient to you.

    But please look after the bed as if it were your own until they do collect it.
  • Hi and thank you for your post. I explained to Very that i did not have room in my flat to store the bed and frame this was the reason that i had to have my old bed uplifted on the day that the new one was arriving. I did not make the error in the first place and i felt totally insulted that they would invite me to actually sleep on the mattress with the filthy wrapper on it. I have since called the courier and the date that they want to uplift it is 5 days away
    Elizabeth
  • wealdroam
    wealdroam Posts: 19,180 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ebyrne43 wrote: »
    I have since called the courier and the date that they want to uplift it is 5 days away
    Elizabeth
    As I said, you have full responsibility for the bed until it is collected by the courier.

    Take your responsibilities seriously.
  • Gosh you sound a bit like Very, are you employed by them ?
  • tomtontom
    tomtontom Posts: 7,929 Forumite
    ebyrne43 wrote: »
    Gosh you sound a bit like Very, are you employed by them ?

    Typical, someone doesn't like what they hear so accuses the poster of working for the retailer! wealdroam's advice is excellent, you would be well advised to take it on board.
  • DevCoder
    DevCoder Posts: 3,361 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Weladroam is correct, you have a legal responsibility for the goods until they are collected.

    PS : I don't work for Very
    PPS : No really, I don't.
  • wealdroam
    wealdroam Posts: 19,180 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ebyrne43 wrote: »
    Gosh you sound a bit like Very, are you employed by them ?

    No, I am not.

    Do what you like with the bed for all I care.
  • My apologies for sounding like a total pain, Thank you all for your comments and i will take them on board
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