A Complaint with Very.co.uk

melbell

vinylnerd

I would urge you to make a payment, Being ex staff I know how this place works. They will be passing your account onto ACD/TCU who will call and demand payment. They will be screwing your credit report up and SDFC will not correct it as its accurate. Do you really want a ruined credit report for a chair.

As for "A dodgy chair ruined my christmas" front line staff will not care. They have an AHT to achieve so will try and get through to Upholstry (Who will deal with the inspection) and as you have found they are difficult to get through to!

Try calling them at 9-10am or as late as 7-8pm as Upholstry calls are generally more successful then. You can get customer servies on 08081010021 (No automated options straight to queue)

If you want to raise a complaint on the phone asking for a manager is pointless really they know less than front line staff (as they take calls once in a blue moon) ask for Customer Excellence and say you are unwilling to write in. You'll be put through to complaints.

gadgetmanjay

How incompetent, and incredibly awful is very!!!!!

I saw a ring on very, a 1 carat, 9carat white gold engagement ring priced at £2,400 but on sale for £1200. Supposed to be flying to lanzarote in a few weeks and want to surprise girlfriend by proposing while away. SI had an account with a £400 credit, so I went through the ordering process and selected buy now pay later. Order accepted. 24 hours later I check back, order rejected. I called. Rejected as only had £400 credit limit. Explained I selected BNPL, told couldn't have with only £400 limit, order cancelled. Tried again, selected pay now using debit card. Paid. Order accepted. check back next day, credit rejected. Called. Apparently they couldn't say why. Order cancelled. Then I get my debit card rejected at b&q, spend 45 minutes at till sorting out to find out, my banks fraud team had stopped my card due to an unrecognised payment of £1200. Called very back, they haven't any record if a payment being requested or order made!! Gave up. Got girlfriend to apply, she got £1500 credit limit given. Ordered ring using BNPL. Order accepred. checked Next day, credit rejected. Called very told was a high amount so credit check required (even though they obviously did a credit check to give a £1500 limit on her account as opposed to the £400 they gave me on my account!). Credit check completed. went back online and replaced order. order accepted. checked next day order disappeared, no record of order placed, tried to replace order to find ring no longer in sale but back on £2400. Called customer service and explained. Agent checked and agreed to reorder at same price. .order replaced over the phone by agent who checked stock, confirmed order completed and confirmed delivery date. Received order/delivery confirmation by email. Hurrah! Checked again tonight, 'free' offer item dispatched for delivery today (hadn't arrived as of 10pm), RING now states 'Sorry, no longer available'!!!!! Item no longer listed on site at any price. Called very told 'oh, sorry our supplier must have stopped making them'...........at no point in all this did I receive ANY notification at ANY time that ANY of these orders were rejected, stopped, cancelled or no longer available!! So now, my bank has £1200 'locked' till they receive notification from very or until it drops of after SEVEN days AND NO RING!!! How can an organisation like this treat customers like this!! My girlfriend is devastated!!! I HATE Very!!

angel1801

I purchased a Asus Nexus 7 from Very on 24/11/12 as a Christmas present.I charged it up and checked it out to make sure everything worked.The battery charge went dead on 27/01/13 tried charging it and it doesn't respond.I called Very and they have told me that I have to send it back for repair!So I've paid £200 for an item which has only lasted 1 month.Surely it's not out of the question to request a replacement.This is an item I had hoped would last several years,not 1 month and then send it for repair.Also am left with a very upset boy who is without his Christmas present.

tricia89

Very are awful, first ever order everything was an hour late, second order the same, one of my orders the stuff turned up 6 hours late!!!

Bought a TV from them which had a crack in the screen and have been told its tough and they wont do anything so waster £500 with them.

Their customer service is awful i hope they go bankrupt

wealdroam

tricia89 wrote: »

Very are awful... i hope they go bankrupt

Really? How strange.

This board is about consumer rights, not a wish list.

c38492

I only bought something from them once 4 years ago and had to sign up in order to be able to pay. Everything seemed fine (order arrived on time, was as described, etc.), but then I started receiving emails and texts every month about six months ago even though I'd ticked all the "do not ever contact me under any circumstances" boxes. These emails/texts were completely superfluous and VERY annoying, stating that they would not be sending me an overview of my account, since I had not made any purchases that month, of which I was obviously aware already. I then emailed them with a request to close my account and delete all the information, since there was no option of cancelling my account online. It took a ridiculous number of emails backwards and forwards and lots of fake promises of it actually having been sorted were made by them. Then a couple of weeks ago, it did indeed seem like I was unable to logon to the website, making me dare hope that they had finally complied, but this illusion was completely shattered when I just got another text! VERY annoying indeed...

apple_liz

My advice, don't order from Very. If things on their end get messed up, nothing happens to rectify it.

I ordered a computer on 12/2/13 for next day delivery.
It didn't turn up. I've been calling 2xweek since to follow up as I needed the computer to start a new job.

I was told the same thing every time but once.
They would issue an investigation and contact the warehouse.
They would be in touch to tell me what's happening after speaking with the warehouse.

None of the above happened. I was told on one such follow up call that my delivery was set up for 26/2 - it never happened. when I called to follow up again, say it with me now, they needed to contact the warehouse. Never heard back from anyone.

I called today, yet again. No answers, same old story.
I have of course been charged for this item. I then canceled the item for a full refund. Guess what, they have to contact the WAREHOUSE THAT NEVER RESPONDS, IN ORDER TO DO SO. I'm told it could take up to 6 days. I betcha it's never.

I found the complaints number on this forum and called. NO HELP WHAT SO EVER. THEY USE THE SAME TACTIC AS THE CUSTOMER SERVICE DEPT.

My question is what can I do from here? I know the refund will not happen as it's coming from the same people who never shipped the item. Who should I contact to start the process of the formal complaint. I don't want this hanging on my credit for another month.

I had had a good experience with Very until this point. No issues.
Now I would recommend that people stay away. You can get goods at the same prices at many other online stores. Most of which will have free shipping and normal customer service.

bootsarenotmine

I too am discussed by "Very" - I ordered a pair of snow boots in January, when they arrived I opened them to find that were not the boots I had ordered, they were not boxed, and wrapped badly, the packing note said size 5 patent snow boots, they were size 3 or 4 not the boots which I had ordered. I spoke to customer services explained the problem and returned them the next day, I then ordered the boots again, this time they came boxed and were the ones I had ordered.

Early February I received a delivery, I was shocked to see that these bogus boots had been sent back to me, with a letter saying that the did not stock this boots and that they had re charged me again, plus additional fees for the return. so again I spoke to customer services yet again said the same thing that this were in fact sent to me by VERY and were not mine.... off I trotted again to send them back with a letter explaining all over again.

Yesterday I went on line to pay my account, and on the account was still the charge for these boots, yet again another call to customer services, this time I was told that the returns department had rejected the return because they have never stocked these boots and did I want "Very" to post them back to me at a charge of £3.95, and they would not be crediting my account with the refund.....

Someone please help me!!!! these are not mine, they came from Very, someone at their end has either swapped them or they are very old stock, these were sent to me in the sealed Very bag, I am not paying £45 for "Verys error".. Hand on Heart you sent them please except you mistake and credit my account.
ADVICE PLEASE!!!!!!!!

unholyangel

bootsarenotmine wrote: »

I too am discussed by "Very" - I ordered a pair of snow boots in January, when they arrived I opened them to find that were not the boots I had ordered, they were not boxed, and wrapped badly, the packing note said size 5 patent snow boots, they were size 3 or 4 not the boots which I had ordered. I spoke to customer services explained the problem and returned them the next day, I then ordered the boots again, this time they came boxed and were the ones I had ordered.

Early February I received a delivery, I was shocked to see that these bogus boots had been sent back to me, with a letter saying that the did not stock this boots and that they had re charged me again, plus additional fees for the return. so again I spoke to customer services yet again said the same thing that this were in fact sent to me by VERY and were not mine.... off I trotted again to send them back with a letter explaining all over again.

Yesterday I went on line to pay my account, and on the account was still the charge for these boots, yet again another call to customer services, this time I was told that the returns department had rejected the return because they have never stocked these boots and did I want "Very" to post them back to me at a charge of £3.95, and they would not be crediting my account with the refund.....

Someone please help me!!!! these are not mine, they came from Very, someone at their end has either swapped them or they are very old stock, these were sent to me in the sealed Very bag, I am not paying £45 for "Verys error".. Hand on Heart you sent them please except you mistake and credit my account.
ADVICE PLEASE!!!!!!!!

Just tell them you received them like that and if they are 100% sure they didnt send those boots, then they need to take it up with their contracted courier. Perhaps 2 parcels were ripped open at some point and the wrong item put into each wrapping/container.

When you say a 3 or a 4......you're not sure? Or was one a 3 and the other a 4?

melbell

Who has the boots? Who have you been dealing with Returns or customer services?

Were the boots in a box? or thrown in a bag. Its not unheard of for returns to fly through Raven without being checked and sent back to Shaw

Its important you tell us how they arrived otherwise I can't point you in the right direction


In before the very rep offers their assistance who will side with RCU anyhow