Very disapointed with Very.co.uk !

Pr1ncess

I ordered a BEKO fridge freezer from Very which was originally to be delivered to my mothers address since i was living there when i made the purchase. However, as I had recently acquired a new flat, I asked the delivery company (Yodel) to deliver the fridge to my new address instead. Several attempts were made to deliver my fridge since October 25th but due to failure to follow my delivery instructions i didn't get my fridge until the 8th of November. As I had not fully moved into the property yet, and delivery man refusing to assist me in unpacking the large item, I didn’t have a chance to examine the item on delivery.

On Saturday 17th December, i finally got my new home fully organised in time for Christmas. I unpackaged my fridge freezer only to find that it was badly damaged inside, broken shelves, inside fridge door torn and exposed. I was deeply shocked to find my new fridge in that state. The damage could have occurred in transit as the marks and dents are pretty severe. I have a carer and I was not cleared to move into my flat alone until December hence why it took so long for me to open and examine all packages delivered to my home. I immidiately got on the phone with Very after sales team and they told me as I was outside the 48 hours rejection and 28-day acceptance period there is nothing they can do. They also advised that i make complaints to the delivery company instead. This makes no sense because Very chose Yodel as their vendor and Very should be responsible for making sure goods gets to their customer in a proper condition.

Words cannot describe how :mad: angry i am. Not only did i go through christmas with no fridge, but it also meant having to throw left overs away as i had no fridge to store the foods. This is unacceptable considering all I am asking for is an item that I bought and I am still paying for on credit to be picked up and replaced. To be fobbed off and told that I could be offered a 15% discount off the price is a travesty. In other words, what I am being told is, you have been delivered a messed up product which you cannot use but we will continue to charge you for it less 15%.

This will simply not do, irrespective of the terms and conditions Very has, The Sale of Goods Act makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. Very are in breach of that contract and I am entitled to have the fridge replaced. I didnt ask them for a refund, all i wanted was to get what I ordered in good condition.

What makes me so mad is that i have already sent out 2 monthly payments. I refuse to continue to pay for an item, which I cannot use. I am unable to dispose of it as I am disabled, since they have refused to come get it or send out a replacement they have left me no choice but to go my local journal and to as many internet forums as possible to share my bad experience with Very.co.uk.

tomjonesrules

I do understand your frustration, but I can see the point of view of the retailer also. You took over five weeks to report the faults, and anything could have happened to the fridge in that time. For instance, you may have moved it (or had it moved) yourself.

SOGA provides a remedy where goods are inherently faulty, and in the first six months it is for the retailer to prove that they were not. It *could* be argued that a fault such as you have described should have been noted within a reasonable time of delivery, and hence as it was not reported the problem did not exist at that time.

[Deleted User]

I understand your frustration aswell but the company policy is there for a reason - in my line of work it is 28 days aswell.

If you choose not to check the product within that timescale then it is not the fault of Very.

D

Very.co.uk_company_representative

Hi Princess,

We understand the frustration this may be causing however we do have a proceedure to follow. If you would like us to look into this further for you please fell free to email us an we will be more than happy to help [EMAIL="Network@veryhq.co.uk"]Network@veryhq.co.uk[/EMAIL].

Many Thanks

Yvonne
Very.co.uk Representative x

dacouch

[QUOTE=Very.co.uk company representative;49670731

We understand the frustration this may be causing however we do have a proceedure to follow.
Yvonne
Very.co.uk Representative x[/QUOTE]

Not the greatest choice of words from someone who would / should be trained in structuring their answers to a customer in need of your help