A Complaint with Very.co.uk

Lynn_M

I recently ordered a Mamas and Papas charlie caterpillar rocker as a gift for a colleague's new baby. It was delivered while I was at work and left on my uncovered, unsheltered back door step, in the pouring rain. As a result the cardboard outer packaging had disintegrated, the box was wet and the product inside was damp. When I contacted Very to complain, they offered me, as a 'goodwill gesture', the derisory sum of £1.92. This did not even cover the £3.95 cost of the delivery which was inadequate to say the least. I would have happily picked up the product from a depot but now I was left with a product which looked as though it had fallen off the back of a lorry. When I said I was still not happy and needed to return the product for a full refund, I was told to do so in the original packaging - packaging which was, through no fault of my own, soggy and falling apart. I am currently waiting for this refund to be processed. What makes this whole matter even more insulting is the fact that on all the emails I exchanged with Very over this, they had emblazoned their delivery promise: had my item been delivered late I would have been given £10. This would have left me with a pristine item and £10. As it was I had an item I would have been embarrassed to hand over and the offer of £1.92. I know which I would rather have.

gik

Lynn_M wrote: »

I recently ordered a Mamas and Papas charlie caterpillar rocker as a gift for a colleague's new baby. It was delivered while I was at work and left on my uncovered, unsheltered back door step, in the pouring rain. As a result the cardboard outer packaging had disintegrated, the box was wet and the product inside was damp. When I contacted Very to complain, they offered me, as a 'goodwill gesture', the derisory sum of £1.92. This did not even cover the £3.95 cost of the delivery which was inadequate to say the least. I would have happily picked up the product from a depot but now I was left with a product which looked as though it had fallen off the back of a lorry. When I said I was still not happy and needed to return the product for a full refund, I was told to do so in the original packaging - packaging which was, through no fault of my own, soggy and falling apart. I am currently waiting for this refund to be processed. What makes this whole matter even more insulting is the fact that on all the emails I exchanged with Very over this, they had emblazoned their delivery promise: had my item been delivered late I would have been given £10. This would have left me with a pristine item and £10. As it was I had an item I would have been embarrassed to hand over and the offer of £1.92. I know which I would rather have.

What plan had you made to accept the delivery?

timnjack

Well here goes nothing folks. I ordered a right hand corner sofa from Very to be delivered on 22nd August 2014. Sofa comes in two pieces obviously, the couch part and the chaise part to be clicked together. I realised when the delivery guys brought the first piece in that there had been a mistake as it clearly stated on the couch part 1 of 2 of lefthand corner sofa so stopped them bringing in the other piece until they confirmed this and yes in fact I had been wrongly sent part 1 of 2 of left hand sofa and part 1 of 2 of right hand sofa so they went back. Phoned Very to be told so sorry we will have another sofa out to you by Wednesday so took another day off on Wednesday and once again waited for my RH sofa unit. Delivery guys came and I asked them to check before taking items out of the van just to make sure and this time I was given part 2 of 2 of RH corner sofa and part 1 of 2 of LH corner sofa so went back to Very who once again apologised and said they would send me another sofa on Saturday. Waited in Saturday only to receive part 1 of 2 of LH sofa and part 1 of 2 of RH sofa. They have now charged me for three sofas and in all that time since this has happened only one has been credited back to my account. I have also been told that this is being looked in to but they could not send another sofa as my account was now overdrawn with all the sofas being sent and never received the correct one. Was told last Tuesday(2nd September) that someone would definitely get back to me about this but as yet nothing, nada, zilch. How can this happen on three separate occasions. Oh and to crown it all off as a gesture of good will they would not charge me for the second delivery of £8.95, wow how very professional NOT. So I am still waiting to hear from them almost a week later. WELL DONE VERY LOL
Well it is now 22nd September and only been credited for two of the three sofas. The original sofa returned on 22nd August apparently has still not been received by them although I have had the trailer number that returned it to Wrexham and also the manifest number from the courier company :mad:confirming the item was in the trailer. As of today, once again, I have been told this will be looked in to and dealt with, well obviously I will not hold my breath.:mad:

reddishryan

I ordered a Prague 4 Door wardrobe on 03/12/2014, they took my money on 04/12/2014 and arranged delivery on 09/12/2014. Waited in for 5 hours, and the delivery company called to say that Very had short-shipped the goods to them, and had recalled the goods.
I called and emailed for days to get absolutely nowhere with the awful Customer Services people. Finally re-arranged delivery after I had chased them umpteen times for 16/12/2014 for which I took unpaid leave from work. It didn't arrive again, as Very had cancelled my order. I asked for my goods to be sent, they have refused to either give me the goods, or give me my money back. Effectively, they have stolen £310.95 from my account, and I am a further £70 out of pocket due to lost wages.

I have now spent 3.5 hours on the phone with them lying to me as to where my goods are, sent 14 emails to them (None of these were abusive or with raised volume on the calls), and have got nowhere in 16 days of trying. They have told me if I want my stuff, I will have to re-order, and re-pay, then when the original goods get returned to them (The goods that were never delivered due to their error), they will refund me my money. WHAT?? You haven't given me goods or my money, but you expect me to pay more?

DO NOT USE THIS COMPANY, THEY WILL NOT DEAL WITH YOU WHEN THEY SCREW UP, AND THEY KEEP YOUR MONEY!!!!!!!!

ChristopherShirley

We purchased a fridge freezer through Very last year on a 0% buy now pay in a year scheme. It was just over £200.

We were led to believe that on month 11 of the scheme we would receive a reminder that the balance would be due to avoid going onto a repayment scheme instead. We received no reminder at all and in fact remembered ourselves but were just ONE DAY late with the balance payment. As a result Very added an extra £100 to the bill...!

Customer service were useless and not interested at all and so we have paid the balance and will NEVER use them again.

Please beware that you will not receive a notification and that instead this company actually intend to allow a default so they can make money on roughly 40% APR by not reminding anyone of their upcoming due date.

Jennifer_Davey

Help me please!!!

I have an account with very, every so often i buy something on there just to keep adding to my credit score. In June, i logged on to make a payment to clear the balance. Made the payment no problem. Then when checking my credit score (for our mortgage application) i notice a late payment in June from Very.

Contact very.. they say that the payment was due on the 5th June and i made it on the 17th, therefore generating a £12 late payment and a mark on my score. They have since returned the late fee, however that's not the issue, the issue is the late mark on my score that makes me look financially irresponsible, despite making the payment and clearing the balance within the same calendar month,

Please can anyone advise as to where i stand with this? I received now emails, letters or reminders from very that the payment was due... or anything to kindly remind me that my payment wasn't due?

Thanks in advance,

Jenn

custardy

Jennifer_Davey wrote: »

Help me please!!!

I have an account with very, every so often i buy something on there just to keep adding to my credit score. In June, i logged on to make a payment to clear the balance. Made the payment no problem. Then when checking my credit score (for our mortgage application) i notice a late payment in June from Very.

Contact very.. they say that the payment was due on the 5th June and i made it on the 17th, therefore generating a £12 late payment and a mark on my score. They have since returned the late fee, however that's not the issue, the issue is the late mark on my score that makes me look financially irresponsible, despite making the payment and clearing the balance within the same calendar month,

Please can anyone advise as to where i stand with this? I received now emails, letters or reminders from very that the payment was due... or anything to kindly remind me that my payment wasn't due?

Thanks in advance,

Jenn

Well its simple. Did you make a late payment?
If yes,then where is your basis for complaint?

you either get paper statements or online statements. both tell you when the payment is due.

Jennifer_Davey

The payment was late, yes. But i received no statement to inform me of the date it was due. No follow up communication to prompt me it hadn't been paid, just straight in with the negative credit mark. I wasn't sure if there has to be some sort of grace period? I know with a previous loan they couldn't mark the payment as late until it was at least 14 days over due and they had made efforts to contact?

Sorry - just need 6 months clear on credit score for a mortgage, this is delaying it by 6 months.

custardy

Jennifer_Davey wrote: »

The payment was late, yes. But i received no statement to inform me of the date it was due. No follow up communication to prompt me it hadn't been paid, just straight in with the negative credit mark. I wasn't sure if there has to be some sort of grace period? I know with a previous loan they couldn't mark the payment as late until it was at least 14 days over due and they had made efforts to contact?

Sorry - just need 6 months clear on credit score for a mortgage, this is delaying it by 6 months.

Why would there be a grace period? The payment date is the date it is due.
Very make it pretty easy. log into your account and it tells you what and when is due.

Mad_Pete

I brought a Candy washer dryer from Very in June 2015. Around the 25 September 2015 the fuses tripped and the machine started a small fire. They came out after a week and repaired it. Within a few hours of the repair the same thing happened again.

Very told me over the phone the machine was faultily and dangerous and not to use it. They send out a return slip and refunded the money to my account. After 3 weeks trying to find out why this machine hadn't been picked up they told me: They need to confirmed with the supplier if the machines faulty.

They sent another engineer out and he found the same fault. He's going to replace the part but its going to take 3 to 5 days to get the part. It mite take another week before they can come back out to fix it.

To make things worst after Very sent a letter saying this machine was being returned I order a LG washer drier to replace it.

Now I have two washer dryers, one starts fires, the other is going back under Verys 30 day refund rule. Lets hope someone at very see's sense on this.