very upset with very

granny234

first time poster,so hi all.
had a very account for a while now,always been more than happy with my goods and had nothing but praise for them ,always pay on time,and consider myself a good customer.
however,i ordered a dress 3 weeks ago for my grandaughter(shes lives abroad,and my 2nd daughter was visiting for a hol,so the plan was presants from granny,had bought the others different things).
had an email with delivery date,and plenty of time to play with.
had a query about my account,so called them a week ago ,as an after thought decided to order my other grandaughter same dress(explained on phone ,for sisters didnt want any jealousy)
delivery date again comfirmed,by sales girl.
dress no 2 arrived next day and was beautiful,i was glad i was sending both girls one.
tuesday ,call from very to tell me dress no 1 was unavailable and
wasnt anytime soon.
so thanks very,my daughter left at 6am ,this morning,with a dress
bought in a rush in town,that wasnt just as nice.
a manager i spoke with didnt get my point at all.
offered to knock 10% off my next order.
what next order?
i intend to pay my balance,and shop elsewhere.
even the apology didnt sound sincere.
grrrrrrrrrrr

JJohnna

wow, I ordered from them last week and everything seemed to be okay, but it was my first time ordering from them. This posts kind of makes me a bit skeptical on whether or not I'll do it again. Better to be safe then sorry.

davsidipp

verys customer service is a joke. ordered tv(42) delivered but looked as if the box had been left standing in water cardboard looked like pulp one end forced open.they did not care about the condition or the missing items

McCuddly

I work for SDG who operate the Very brand, (And actually work in one of the contact centres) although I am not posting in a company capacity but an insight of how things work.

granny234 wrote: »

had a query about my account,so called them a week ago ,as an after thought decided to order my other grandaughter same dress(explained on phone ,for sisters didnt want any jealousy)

When you order a product on the phone they straight away if an item is out of stock and if theyre not expecting anymore stock refuse the order. They often know when a product in Connect thin goes to deep red it wouldn't be coming into stock again. This would also reject the order. Did they tell you the "Expected date" and the "Delivery promise"?

delivery date again comfirmed,by sales girl.

Was this the same date as the original dress as she may have been looking it up in WISMO and saw that date

dress no 2 arrived next day and was beautiful,i was glad i was sending both girls one.
tuesday ,call from very to tell me dress no 1 was unavailable and
wasnt anytime soon.

This confuses me, If they give an item a delivery promise it means its removed one from stock, which cannot be ordered by anyone else. The stock is reconciled each night meaning the computers and physical stock match. If you give me the catalogue number I can see what happened?

so thanks very,my daughter left at 6am ,this morning,with a dress
bought in a rush in town,that wasnt just as nice.

I thought these were for your grand kids?

a manager i spoke with didnt get my point at all.
offered to knock 10% off my next order.
what next order?
i intend to pay my balance,and shop elsewhere.
even the apology didnt sound sincere.
grrrrrrrrrrr

To be fair anything over 5% is good in SDG
Where did you get through to? Did you get through to Manchester (Did you hit Where is my order) on the IVR? If so theyre the most helpful out of the bunch on level 1

I'm in credit control and have found that.

davsidipp

mccuddly what about my problem.

granny234

ty,mcully for ur reply.
just to clarify,dress ordered 3 weeks ago ,email confirmed delivery date 17 jan.
called a week ago regarding a return that hadnt come off my balance.(deducted next day,no prob there).while on phone it was confirmed delivery as 17th sales girl said she could see date.decided to order same dress smaller size,which arrived day after order.(beautiful).my eldest daughter lives in dubai,my youngest daughter just gone for hol.items for my grandaughters in dubai.i also said i have
always praised very and been pleased with all ive ordered,but feel let down over this,and the point is
if informed sooner i would have had more time to find a replacement and the one i bought in town wasnt as nice as the one from very and the girls now dont have the same dress which i thought would be nice.i have also always found whoever i speak to on phone really helpful,but on this occasion the gentleman i spoke with wasnt .

m4dh4tter

Very are rubbish and have no customer service skills at all.
I will never shop with them again after my ongoing problem.

I am sick of speaking to a moron on the other end of the phone that fobs you off with lies or hasn't a clue what to do.

My parcel of 10 items from the sale 30th Dec has gone missing, I can accept that happens at times, what I find hard to accept is the lack of care and to keep being told 'it will be with you' just wait another week.
I am the one who has to phone them at my expense.

The final straw for me was being told by the advisor that they are not allowed to ring the courier but she could give me the number so I could ring !! the number is 0870. Needless to say I didn't ring.

Finally after me phoning them again they admitted parcel has infact 'gone missing' and that they will refund me. Refund takes 10 days.

I dont have an account with them just pay at time of ordering
So they will have had my money for a month.
Rubbish service.

McCuddly

davsidipp wrote: »

verys customer service is a joke. ordered tv(42) delivered but looked as if the box had been left standing in water cardboard looked like pulp one end forced open.they did not care about the condition or the missing items

Did you ask for a track and trace on the missing items? if so what did the system say?

As for the TV, did HDNL leave it in a "Safe" location LOL!!

McCuddly

m4dh4tter wrote: »

Very are rubbish and have no customer service skills at all.
I will never shop with them again after my ongoing problem.

I am sick of speaking to a moron on the other end of the phone that fobs you off with lies or hasn't a clue what to do.

This won't get you very far will it? Do you call the agents morons when you ring them up?

My parcel of 10 items from the sale 30th Dec has gone missing, I can accept that happens at times, what I find hard to accept is the lack of care and to keep being told 'it will be with you' just wait another week.
I am the one who has to phone them at my expense.

They can't deviate from what WISMO tells the agent, When WISMO says "Potential missing items" they can reissue the order.

The final straw for me was being told by the advisor that they are not allowed to ring the courier but she could give me the number so I could ring !! the number is 0870. Needless to say I didn't ring.

Thats correct, We arent allowed to ring HDNL, As we have a direct link to HDNL via connect and that basically tells us what HDNL tells us if we was to ring them. Alot of the time the package is waiting at the depot

Finally after me phoning them again they admitted parcel has infact 'gone missing' and that they will refund me. Refund takes 10 days.

I dont have an account with them just pay at time of ordering
So they will have had my money for a month.
Rubbish service.

A refund takes 5 days after track and trace say yes to a refund, the time delay is when SDG ask NETBANX to refund you.

McCuddly

Granny234 PM'd me and asked me to reply on here

The catalogue number you gave me I looked up on Connect Thin. Its showing as in stock with a delivery promise of Tuesday.

I'm thinking here...

When Granny234 ordered the dress in the 7/8 they assumed through a communication error, that you wanted to change the order? The email you got stating out of stock is generally a random email when nothing else quite fits.

granny234

ty mcully
got your message if you could pm that no and what time i can call
either tonight or tomorrow,as its late now.
maybe i could re order and send it through post(expensive though)CAN I JUST LET EVERYONE KNOW THAT SOMEONE DOES CARE AND
HAS GONE OUT OF THEIR WAY TO FIX MY PROBLEM AT VERY.
although i was upset MCULLY has restored my faith.