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Very.co.uk problems
abs207
Posts: 4 Newbie
I have to apologise for the SUPER long message but its in details from what i am sending to very.co.uk as i have had massive problems getting a refund and now its stepped up another level!!
On Saturday 23rd of July I placed my order with your company after setting up an account for the first time. I had found the product that I wanted for a present and also purchased an additional product thanks to an offer you had.
At 4.55 that same day I received a call on my home phone from very, as I was in the shower at the time, my partner took the call. I was unavailable to get to the phone and asked her to see what the call was about. She was told that she could not help and I would need to call back. As the office closed within 5 minutes of the call this was not possible.
I then phoned back first thing on the Monday morning of the 25th July. I was told that the addresses I had provided were wrong and that my place of business, where I wanted the parcel delivering, had been put down as my home address and therefore the card details were not matching up. IF my partner had been told this was the case on Saturday she would have immediately informed your staff of the correct details and all could have been solved. She not only lives with me, but is the joint name on the bank account.
I informed them of the correct way round to have the addresses and double checked to make sure the parcel would be delivered to my business address as both myself and my partner work full time. This was confirmed to me.
However, I then checked my online banking and found that your company had now taken 2 payments from my account. The first on the Saturday when I purchased the products, understandable, but then another on the 25th after I had confirmed address details. I once again had to phone very and ask why this had happened, I was told by a member of staff that this couldn't be the case. I told her I had it on the screen in front of me and it was the case, I was now out of pocket another £110.45. Her reply was that I would have to wait for that to be corrected and that she could do anything to change that. REALLY? Is that honestly the case that you have the power to just take people's money? But you do not have the power to give it back when YOU make a mistake?
I was getting rather annoyed at this point but chose to accept this decision and wait for the money to come back and my order to arrive. On Saturday 30th July I returned home in the afternoon to find a card from a delivery company, saying that they had tried to deliver my parcel and I was not in, could I please contact them to arrange another collection. -WHY had it been delivered to my house? I was fuming at this point, when I checked the delivery card I found that the company had closed now for the day and so there was nothing I could do about it. I had confirmed with very on Monday 25th that it would be delivered to my business address, had it have been delivered to there at the time it was delivered to my home address, it would have been signed for and I would have collected it when arriving at work Monday morning.
Monday 1st August I am now back on the phone to very to query why my parcel had been delivered to my home address? The man on the end of the phone said the only address he had was my home address. HOW is this possible when just a week ago I had given my addresses to your staff over the phone? I gave him the address I needed the parcel delivering to and he said that he would contact the courier and ring me back. This call came within 5-10 minutes and I was happy to hear that the parcel would be delivered to my business address within business hours the next day (Tuesday 2nd).
Upon my arrival into work on Wednesday 3rd I was angered to find out that my parcel had not been delivered on the agreed day. Once again I am forced into contact very at my expense to chase my delivery. Once again I have to explain the entire situation to another member of staff and once again am told I will receive a call back. This comes again within 5-10 minutes, but with the news that the courier cannot deliver the parcel until the next day. This was unacceptable as in was going on holiday that day and had therefore ordered the camera on July 23rd to make sure I had it in plenty of time. I was told there was no way of getting the courier to bring me the camera that day even though I had been blatantly lied to by either the Courier Company or very over the delivery date.
When I questioned why the camera had not been delivered the day before as agreed, no explanation could be given. I was then told that if I wanted to drive to Crawley and pick the parcel up myself then that would be fine. WOULD IT? I work until 6 o'clock, have paid for delivery of a parcel to my work address and have just had the worse service I have ever received from a company and I'm being told that I could go and pick it up myself. Not what I wanted to hear.
By this point I’d had enough, I was tired of explaining why the service wasn't good enough and saying that I could not take the parcel the next day and simply told the member of staff to cancel my order and refund my money straight away so that I could go out that night and try and find an alternative to take away with me. Silence. "I can't issue a refund until the goods are back here with us"
REALLY? You can take 2 payments for one order, mess brand new customer around for 2 weeks and not really help me at all, but you can't give me my money back until you get back the product that you know very well I have never received and never will do. I fail to believe this is the case. I asked to speak to someone hire up and was told that the manager was on another call and that would mean me hanging on hold and waiting while she explained the situation to her manager. I was also told that her manager could even issue me with an immediate refund.
At this point I instructed her to just cancel the order and get the money back to me as soon as her system would allow.
I have arrived back from my holiday and upon checking my Internet banking I see that the money has still not been refunded, even though by now the camera must be back with very (although with the courier service you use I doubt it). I have once again had to phone very this morning to chase up my refund. I am now met with the fact it could take up to 10 days, is this the parcel getting back to you or the refund?
The above section is what I sent to [EMAIL="queries@very.co.uk"]queries@very.co.uk[/EMAIL] and the response was in my opinion disgraceful as it had clearly not been read due to the paragraph answer with no explanation of what had happened and a simple it will take 28 days to refund and a half hearted apology for the unsatisfactory service (response was from Gwen Chambers in the supposed customer service team) so yet again I picked up the phone to yourselves at my own cost only to be told that now the estimated time of a refund will be 28 days(previous conversations said 10), I argued until I was blue in the face that this couldn’t be possible but got nowhere so accepted that I had a long wait ahead of me.
Then on Saturday 13th August I received a text message saying my item was out for delivery – WHY? As it had been cancelled? I was away for the weekend so my girlfriend called very and she was told to refuse delivery if it came to the house and I contacted my workplace (which is where it should be sent) to tell them to refuse it as we were told over the phone that a refusal would start an automatic cancelation (which should have been done anyway on August 3rd) she was also told that the fact it was resent the cancelation had obviously not taken place.
On Sunday 14th August our neighbour came round with the parcel....so 1. We have now received a parcel that was CANCELED on AUGUST 3rd and 2. Was delivered to the address WE DID NOT WANT IT SENT TO IN THE FIRST PLACE.
HELP!!! :mad:
On Saturday 23rd of July I placed my order with your company after setting up an account for the first time. I had found the product that I wanted for a present and also purchased an additional product thanks to an offer you had.
At 4.55 that same day I received a call on my home phone from very, as I was in the shower at the time, my partner took the call. I was unavailable to get to the phone and asked her to see what the call was about. She was told that she could not help and I would need to call back. As the office closed within 5 minutes of the call this was not possible.
I then phoned back first thing on the Monday morning of the 25th July. I was told that the addresses I had provided were wrong and that my place of business, where I wanted the parcel delivering, had been put down as my home address and therefore the card details were not matching up. IF my partner had been told this was the case on Saturday she would have immediately informed your staff of the correct details and all could have been solved. She not only lives with me, but is the joint name on the bank account.
I informed them of the correct way round to have the addresses and double checked to make sure the parcel would be delivered to my business address as both myself and my partner work full time. This was confirmed to me.
However, I then checked my online banking and found that your company had now taken 2 payments from my account. The first on the Saturday when I purchased the products, understandable, but then another on the 25th after I had confirmed address details. I once again had to phone very and ask why this had happened, I was told by a member of staff that this couldn't be the case. I told her I had it on the screen in front of me and it was the case, I was now out of pocket another £110.45. Her reply was that I would have to wait for that to be corrected and that she could do anything to change that. REALLY? Is that honestly the case that you have the power to just take people's money? But you do not have the power to give it back when YOU make a mistake?
I was getting rather annoyed at this point but chose to accept this decision and wait for the money to come back and my order to arrive. On Saturday 30th July I returned home in the afternoon to find a card from a delivery company, saying that they had tried to deliver my parcel and I was not in, could I please contact them to arrange another collection. -WHY had it been delivered to my house? I was fuming at this point, when I checked the delivery card I found that the company had closed now for the day and so there was nothing I could do about it. I had confirmed with very on Monday 25th that it would be delivered to my business address, had it have been delivered to there at the time it was delivered to my home address, it would have been signed for and I would have collected it when arriving at work Monday morning.
Monday 1st August I am now back on the phone to very to query why my parcel had been delivered to my home address? The man on the end of the phone said the only address he had was my home address. HOW is this possible when just a week ago I had given my addresses to your staff over the phone? I gave him the address I needed the parcel delivering to and he said that he would contact the courier and ring me back. This call came within 5-10 minutes and I was happy to hear that the parcel would be delivered to my business address within business hours the next day (Tuesday 2nd).
Upon my arrival into work on Wednesday 3rd I was angered to find out that my parcel had not been delivered on the agreed day. Once again I am forced into contact very at my expense to chase my delivery. Once again I have to explain the entire situation to another member of staff and once again am told I will receive a call back. This comes again within 5-10 minutes, but with the news that the courier cannot deliver the parcel until the next day. This was unacceptable as in was going on holiday that day and had therefore ordered the camera on July 23rd to make sure I had it in plenty of time. I was told there was no way of getting the courier to bring me the camera that day even though I had been blatantly lied to by either the Courier Company or very over the delivery date.
When I questioned why the camera had not been delivered the day before as agreed, no explanation could be given. I was then told that if I wanted to drive to Crawley and pick the parcel up myself then that would be fine. WOULD IT? I work until 6 o'clock, have paid for delivery of a parcel to my work address and have just had the worse service I have ever received from a company and I'm being told that I could go and pick it up myself. Not what I wanted to hear.
By this point I’d had enough, I was tired of explaining why the service wasn't good enough and saying that I could not take the parcel the next day and simply told the member of staff to cancel my order and refund my money straight away so that I could go out that night and try and find an alternative to take away with me. Silence. "I can't issue a refund until the goods are back here with us"
REALLY? You can take 2 payments for one order, mess brand new customer around for 2 weeks and not really help me at all, but you can't give me my money back until you get back the product that you know very well I have never received and never will do. I fail to believe this is the case. I asked to speak to someone hire up and was told that the manager was on another call and that would mean me hanging on hold and waiting while she explained the situation to her manager. I was also told that her manager could even issue me with an immediate refund.
At this point I instructed her to just cancel the order and get the money back to me as soon as her system would allow.
I have arrived back from my holiday and upon checking my Internet banking I see that the money has still not been refunded, even though by now the camera must be back with very (although with the courier service you use I doubt it). I have once again had to phone very this morning to chase up my refund. I am now met with the fact it could take up to 10 days, is this the parcel getting back to you or the refund?
The above section is what I sent to [EMAIL="queries@very.co.uk"]queries@very.co.uk[/EMAIL] and the response was in my opinion disgraceful as it had clearly not been read due to the paragraph answer with no explanation of what had happened and a simple it will take 28 days to refund and a half hearted apology for the unsatisfactory service (response was from Gwen Chambers in the supposed customer service team) so yet again I picked up the phone to yourselves at my own cost only to be told that now the estimated time of a refund will be 28 days(previous conversations said 10), I argued until I was blue in the face that this couldn’t be possible but got nowhere so accepted that I had a long wait ahead of me.
Then on Saturday 13th August I received a text message saying my item was out for delivery – WHY? As it had been cancelled? I was away for the weekend so my girlfriend called very and she was told to refuse delivery if it came to the house and I contacted my workplace (which is where it should be sent) to tell them to refuse it as we were told over the phone that a refusal would start an automatic cancelation (which should have been done anyway on August 3rd) she was also told that the fact it was resent the cancelation had obviously not taken place.
On Sunday 14th August our neighbour came round with the parcel....so 1. We have now received a parcel that was CANCELED on AUGUST 3rd and 2. Was delivered to the address WE DID NOT WANT IT SENT TO IN THE FIRST PLACE.
HELP!!! :mad:
0
Comments
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Is there a question in there somewhere?
If not, perhaps your post should be on the Praise, Vent & Warnings board.
I'm not really surprised you only got a one paragraph answer, and "it had clearly not been read".
It is far too long and rambling.
Just one example, why should Very be interested in who is in the shower?
You simply must make your points clearer if you want a good response.0 -
as said
you need to condense that down0 -
My question is when the hell will receive my money for a product cancelled and never received, this company is a joke, they are thieving incompetent and unprofessional
Ok the shower part is unnecessary but he was unavailable and they could have asked me the question
As for condensing how do I condense something that has so many facts!
Don't bother reply if you aren't going to be any help - do you work for them by any chance?0 -
My question is when the hell will receive my money for a product cancelled and never received, this company is a joke, they are thieving incompetent and unprofessional
Ok the shower part is unnecessary but he was unavailable and they could have asked me the question
As for condensing how do I condense something that has so many facts!
Don't bother reply if you aren't going to be any help - do you work for them by any chance?
as you wish0 -
OK. Good luck... you'll certainly need it with that attitude.My question is when the hell will receive my money for a product cancelled and never received, this company is a joke, they are thieving incompetent and unprofessional
Ok the shower part is unnecessary but he was unavailable and they could have asked me the question
As for condensing how do I condense something that has so many facts!
Don't bother reply if you aren't going to be any help - do you work for them by any chance?0 -
I am so angry - have you ever had an experience and you spent hours contacting a company and get no where?0
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I think you made your points well and included everything to give a very good understanding of why you are rightly frustrated.0
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I think if your this rude to them no wonder they wont help. It seems they put you through additional security as your card requested. Majority of first orders do go to the account address for security. Depends what your ordering. Plus their fraud closes at 6 on a saturday and 9 if it was authorisations you needed to speak to0
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Its fairly obvious why they wouldn't talk to your partner about the issue, the Data Protection Act. Your bank account being joint doesn't matter, your Very account isn't Joint is it? and that is what they were calling about. And no I don't work for Very.0
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If you paid by card, why not just a charge back?0
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