A Complaint with Very.co.uk

Very_Big_Mistake

Here is my Very worst online experience
23/07/13 - Place item Desktop computer in basket.Went to checkout by registering my details.Address wasn't coming up in their database.
Wouldn't allow me to manually enter my address.
Call up customer services,was told to contact Equifax to add my address into their system.

24/07/13 - Contacted Equifax,and registered with them.
Tried to register at Very.co.uk again,address still not coming.A different address was coming up as a default.
Called customer's services,who added it manually when I said I was only interested in a cash account.
Placed the order,but didn't get a confirmation email,couldn't log into my account,called Very customers services,who said they couldn't see the order.£732.95 out of my account.Where is my money.
Send a complaint to Very.

25/07/13 - Received a call from customers services and was asking me to confirm my address.It appears the default address that came up in the registration was not matching my debit card details.
Have to wait for the money to return back to my account.

27/07/13 - Money finally back in my account.Called Very again to to reorder.Was on the telephone for up to 30 minutes.Was eventually told my bank was rejecting the transaction.Why would the bank reject the transaction?
Told Very to close the account.
Checked my bank account online,saw that the money have been taken out again.
Don't tell me I have to wait another 3 or 4 days for the money to be back in my account.
Called Very customers services was told it was their mistake and that the order has now gone through
Received order confirmation.
Expecting delivery on 9 August.

08/08/13 - Received a Very big thank you for your order email.

09/08/13 - At around 3pm sent an email for them to ensure delivery today.Received reply that the delivery date is today and I will receive it.
Called customers services at around 6pm to confirm it will still be delivered today.Was told they could deliver up to 9pm.
One would have expected them to confirm with the courier but obviously not Very efficient.
After 9pm called and sent an email.Was given a number to called on the following day.

10/08/13 - Called the number waiting nearly 30 minutes before they answered. Very have actually given me the couriers number,a Very silly mistake.Courier were asking for reference number which I obviously didn't have.
Gave my postcode was told the item has not been despatched to them.
Was told to wait till Monday for the order and if it doesn't arrive they will refund my account.

12/08/13 - Called Very customers services to cancel the order and return funds back to my account.

14/08/13 - received email from Very that my account has been credited on 12/08/13 and should allow up to 10 days.

16/08/13 - Saw a computer I wanted to buy on Amazon.5 in stock.

17/08/13 - Couldn't order the computer at Amazon as I have not received the funds from Very.
The computer sold out on Amazon.
Saw a 5% off discount coupon to buy a computer at Currys

18/08/13 - Coupon expired.Couldn't order because I have not received the funds from Very.

19/08/13- Not yet 10 days but still waiting for my account to be credited

Very_Big_Mistake

For their own good,I really do hope they credit my account within 10 days,unless I will start a PR campaign. All I wanted was to just buy a desktop computer using cash.It has ended up becoming a Very big nightmare.I have wasted money,time and I have lots of work to catch up on.
Never again. A Very Very big mistake.

Very_Big_Mistake

20/08/13 - Sent email to customers services for them to ensure that my account is credited by tomorrow,the tenth day.
Called customers services was told my bank rejected the credit on the 14th August,but not one in Very contacted me.Yet more time wasting.
Beginning to think if they have financial difficulties and are finding it difficult to deliver the good or pay my money.Consumers are usually the last to know.

wealdroam

Very_Big_Mistake wrote: »

All I wanted to just buy a desktop computer using cash.

If that's all you wanted, then I cannot understand why you chose what is essentially a credit company as a supplier.

There are far more competitive companies eager to take cash.

Very_Big_Mistake

wealdroam wrote: »

If that's all you wanted, then I cannot understand why you chose what is essentially a credit company as a supplier.

There are far more competitive companies eager to take cash.

I did not know it was a credit company.I was looking to buy a computer and their sites came up in the search.I thought it was a company like amazon as I have seen them sponsor some programme on telly.
It turned out to be a very big mistake

Very_Big_Mistake

21/08/13 - Called missing payment department. 8:00am,was told I need to speak to customers services.Told them customers services told me to call them.She said I need to speak to them.I said ok,put me through,but was cut off.
Called missing payment department again and was told that customers services didn't authorised payment and I should speak to them.
Was transfered to customers services, was told head office now dealing with it and I should call their customers excellence team.
Spoke to Chris,she said they are dealing with it but they have other stuff to do but she will see to it and someone will call me either today or tomorrow.

Received a call at 10:50am while at work,Caroline from the customers excellence team.She said they can't refund my account without an investigation because her screen is showing that the item was delivered.She said she had to speak to the courier and the driver.I asked how long is this going to take and said she can't say.Was getting frustrated at work,so call was ended.

Sent email to shop direct directors and PR Dept

Received 2 email from CE complaint dept,that it is under investigation

Received email from customers services that it is under investigation.

Very_Big_Mistake

So now they are saying the item was delivered,but when exactly, the delivery date 9 August,10th, 11th, 12th, 13th or 14th August? I called Yodel on Saturday and was told it has not been despatched to them so that rules out 9th and 10th.
I received the below email on the 14 August

Thank you for your email about 3MPPF19 Asus M11aa Intel Core I7 Process.

I am very sorry for the problems you have experienced with the order.

The item was credited to your account on 12.08.13 and a refund transferred to your!card. Refunds are normally there within a couple of days but please allow up to 10 days at the latest. Your account will be closed as you requested.

Once again, please accept my sincere apologies for the inconvenience you have been caused and can assure you this is not typical of our usual high standard of service.


Kind Regards

Janet

So obviously it can't be delivered before or on the 14th,unless they wouldn't have sent that email on the 14th and it is unlikely they will sent it after the 14th when the account was supposed to have closed.
Why would you sent a refund if the item have been delivered or the account was closed.

Was told yesterday that my bank rejected the refund,I received the email from Janet,Caroline is telling me the item was delivered.Is lying part of the staff training curriculum at Shop Direct?
You must see your customers as worthless people for you to treat them with such contempt.
So I am supposed to put my life on hold to give you time to cook up some more lies.
It really does feel like I have be conned,and I have been a victim of online fraud,because I have people lying to me,I have no computer,my money is not in my account,and I do not know how long it will before the nightmare is over.
If my account is not refunded by next Friday 30th August, I will start legal proceedings.I will get my money and much more.At this stage I am in seeking compensation in addition.

triedandtestedhr

Tried to order two laptops.

From start to finish the whole process has been shambolic.
Day 1: Web site down.
Day 2: Web site won't accept address. After hour of trying and an hour on the phone order placed.

Wait for two weeks then log on to site to find order rejected, they didn't contact me. Two hours on phone payment rejected. Try to reorder discount no longer works don't sell the laptop any more. Complain the times by email, ignored.

Spend hours on phone argue for the discount code to work eventually order 1 laptop.

6 weeks later, completely wrong laptop delivered. Have to wait 14 days for refund! Start new order from scratch, pay for again and fight for discount code.

Have to send letter of complaint as can't do online.

During the process I have spent hours on the phone at 10p per minute, told misinformation from everyone. All complaints have just been ignored.

I don't believe that I will ever get my refund. This one will end up in court.

Do not buy from very.co.uk Avoid, avoid, avoid

Very_Big_Mistake

22/08/13 - Received email that my card has been credited.Also will be receiving a cheque for £30 as a gesture of goodwill for the inconvenience.
This has been intervention right from the very top and was told that the investigation will continue and the findings will be reported to the directors.
Hopefully this will all be sorted out.
Thanks

Very.co.uk_company_representative

Hi all,

We would advise any of you who have had problems with any orders (or anything at all) please email us at the address given above.

[EMAIL="Network@VeryHQ.co.uk"]Network@VeryHQ.co.uk[/EMAIL]

We'll do our best to help anyone who emails us here.

Many Thanks

Chris

Very Network Team