A Complaint with Very.co.uk

Minxstar

I ordered two sofas on 12th January 2013. Delivery was stated to be by 13th March 2013.

On 8th March I was informed that I should cancel my original order as these were coming from the supplier and would be delayed and I should re order the items as Very now had them in stock and I would get them "in a couple of weeks". This didn't make a lot of sense but I agreed to do this.

I was then phoned to be told that I did not have sufficient credit for the new order to go through, the original order would take time to cancel and I didn't have enough credit for the new order etc etc. Oh and the items would take more than a couple of weeks, the new date was to be 4th April.

This ridiculous situation has been exacerbated today, when, on phoning to say that I wanted everything cancelled, my account closed and the money I have already paid (£265) for these non-existent sofas refunded, I was told that a refund could not be actioned until the cancellation had gone through and this could take up to six days.

They have had my money since 12th January and I have had nothing from them. Can I insist that they refund me immediately? Or start to charge them interest??

Very.co.uk_company_representative

Hi Minxstar,

We have received your details via your email to network@veryhq.co.uk and have sent you a response. If you do need any further help please email us directly.

Many Thanks

Nicola

Very.co.uk Company Representative

Very.co.uk_company_representative

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!!!!!!!!

Hi,

We're sorry to hear this and would like to help, if you could email us network@veryhq.co.uk and we will look into this for you.

Many Thanks

Nicola

Very.co.uk Company Representative

Very.co.uk_company_representative

apple_liz wrote: »

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.

Hi Apple Liz,

We're sorry to hear that your order has not arrived. We would like to help if you could email us network@veryhq.co.uk we will look into this for you.

Many Thanks

Nicola

Very.co.uk Company Representative

sazza82

I too purchased items on a BNPL in June 2012 and all was fine. I then ordered a fairly large order of clothes in September 2012 which weren't on a BNPL however, I never received them!! Yodel managed to miss me everytime and will only attempt three deliveries (even though two were on the same day - if I'm out - I'm out!). Anyway, I spoke with Very to explain I hadn't received the items and to complain about Yodel. Six weeks after my delivery was due and had not been received I was chased by Very's arrears dept for outstanding payments. I went through the whole process with them and they said they would pass my dispute to the Very Trade Team. I then find out that they have credited all the items I never received (great!) EXCEPT two pairs of boots costing £110 in total! I rang and told them I hadn't received them and the trade team confirmed they had been sent to a One Stop Shop and not to me and would rectify my account and come back to me with any problems. It's now 8 months later and I am still arguing this with them. Last month they FINALLY credited my account with the £110 but none of the associated interest they have charged me over these 8months. I have called countless times, demanded to speak to managers and I get the same as everyone else, they will look into it and come back to me and that my next statement will be correct. Needless to say it never is and I still get charged interest and also not a single person there can tell me where the outstanding balance on my account comes from! After feeling like I finally made progress last month in terms of a refund, my BNPL was due in April and I paid it early and ensured it was against the right items only to be told that I owe interest on these exact items! After yet another call they said they would authorise a complete look into my account and would not charge me any further until this was completed and they would come back to me and that this would take 3 working days. 3 weeks later I still havent had a call, when I called them ALL of the managers were in a meeting and unavailable. I have now received my new statement only to see they have charged me AGAIN for the boots that I never received and have made several debit adjustments on BNPL items I paid early along with random credit adjustment which basically cancel each other out. I am now getting harrassing call from the arrears dept again and do not know where to go to get an answer and this sorted! HELP - PLEASE!!!!!!!!

boove

I ordered a product on 7th May and have had the delivery date put back 4 times now to 1st July. I rang to complain to be told it was Out of stock and wouldn't be back in. In the meantime I have been charged for this. He told me I had to email Very to get this sorted.
I had already emailed them a few days ago and they just said wait for the delivery.
Looking at these posts I am not hopeful of getting my product or my money back, and there doesn't seem to be a satisfactory way to complain. I was told to write to the Chelmsford office (calling isn't possible apparently) but to my mind a letter is a cop out as it makes it very easy for Very "not to have got the letter".
Has anybody got a phone number where they could make a proper complaint and get their problem resolved?
Thanks

wealdroam

boove wrote: »

Has anybody got a phone number where they could make a proper complaint and get their problem resolved?
Thanks

I guess you didn't see the phone number supplied in post #12.

Here it is again:

melbell wrote: »

You can get customer services on 08081010021 (No automated options straight to queue)

ann_temple

Please beware of falling foul of Very Promotional Offers , I placed an order with them because they sent me a Promotion Code spend £60 and get £30 off , I ordered 3 items valued over £60 out of the 3 one was faulty and another did not match the Description so i returned said items, I was told that if i replaced items i would retain Discount so i went and ordered again, When i got my next Statement they had removed Discount, After weeks and numerous Emails i had 3 people from Very saying i would get the Discount reinstated and another 2 now saying i wont. So now i have a bill of over £60 too pay for things i did not really need. I feel i have been well and truly had ,

Very.co.uk_company_representative

ann_temple wrote: »

Please beware of falling foul of Very Promotional Offers , I placed an order with them because they sent me a Promotion Code spend £60 and get £30 off , I ordered 3 items valued over £60 out of the 3 one was faulty and another did not match the Description so i returned said items, I was told that if i replaced items i would retain Discount so i went and ordered again, When i got my next Statement they had removed Discount, After weeks and numerous Emails i had 3 people from Very saying i would get the Discount reinstated and another 2 now saying i wont. So now i have a bill of over £60 too pay for things i did not really need. I feel i have been well and truly had ,

Hi ann temple,

We do advise as part of the terms and conditions for using our promotion codes that returned goods do not count towards the total value of the order.
In this instance your returns will have dropped the total order below the £60.00 threshold which automatically prompts our system to remove the promotion code from the account.

You mention that you have re-ordered which means that we should be able to re-apply this promotion to your account (as long as the replacement goods are eligible)

Please email us at Network@VeryHQ.co.uk and we will be able to help.

Many Thanks

Dave
Very Network Team

ann_temple

I have finally got my £30 Off Promotion with Very, Thanks to Dave and Chris at Network@VeryHQ.co.uk, I would suggest to anybody with a complaint that has not been handled well at Very Customer Service to contact them.