Very Catalogue sent bizarre wrong item which has now been 'lost' in return! Help!

amywamy

Hello! Im new to this all but im really hoping someone will be able to offer some advice!

I ordered an Ipod from Very Catalogue at the beginning of December and had it delivered to my local Collect+ store. When i got home and opened the parcel i nearly cried, i don't know if it was a genuine mistake on behalf of the picker (although i am kind of doubtful) but they had sent me a Lynx deodrant set!!!!!!

My first thought was that the Collect+ store had opened my parcel and swapped the Ipod but after inspecting the bag it was all sealed apart from where i carefully opened it so i don't think it was anything to do with them, i feel a bit guilty for even thinking they might have done it as i use them quite a lot and have never had a problem before.

I phoned Very immediately and the man was 'really sorry' and arranged for it to be returned the next day, which it was. I also ordered another Ipod as i wanted to make sure i would get it before Christmas and the man told me it was the best option as a refund could take a while, by which time it could be too late to re-order.

Anyway, i got the actual Ipod on 23rd December, thank goodness, but the returned one has still not been credited to my account and Very are being extremely difficult... they are claiming that no item has been returned, but i have the receipt from the delivery driver which he gave me when he collected the silly Lynx set!!

I feel like every time i call them i am talking to a brick wall. No one seems to be able to do anything even though i have proof of returning it! There's no way in hell im paying £160 for nothing.

Can anyone help? Im not sure where i am meant to go from here?

The whole thing seems almost comical, i know, but i feel sick even thinking about the whole mess!!

unholyangel

Have you put your complaint in writing to them?

amywamy

unholyangel wrote: »

Have you put your complaint in writing to them?

Not yet, no. I am guessing it should be my next step! I don't even have a clue who i would be addressing, etc! Any ideas?

unholyangel

I'm not a Very customer so don't know personally. But you could email: queries@very.co.uk and ask them They should be able to give you a email/postal address you can address your complaints to.

Remember to keep it as straightforward as possible. Say what the problem is (they've charged you for an item you never received and will not remove it from your account, even though you have provided proof of return for the item they sent in error), what your solution is (remove it from your account) and when you want it done by (7-14 days is "normal" i think....personally if this has been going on a while i'd say 7 days).

If you're sending it by post, it may also be wise to send it recorded delivery so you know it has been received and when.

amywamy

That's brilliant, thank you for your advice

Will send them an email now.

Very.co.uk_company_representative

Hi Amywamy,

We're sorry to hear this has happened. If you'd like to email your account details to us at [EMAIL="Network@VeryHQ.co.uk"]Network@VeryHQ.co.uk[/EMAIL] along with your query and proof of return receipt/barcode number we will look into this as soon as we receive your email and reply to you directly with a response.

Hope this helps

Chris

Very Network Team