very.co.uk - no return

bbbits

Hi,
I'm at the end of my tether with very.co.uk. Please help.

I ordered a rug from them about a month ago. On inspection it turned out poor quality. I arranged a return within a couple of days. That was about a month ago and the rug is still with me!!
Since then I arranged a return 8 times, nobody ever turns up!
First couple of times I did it online, the remaining 6 were arranged with very advisors and supervisors over the phone. Every time they apologize, promise this time it will be collected and nothing happens.
On the last two occassions I was promised the matter will be escalated, that extra requests would be sent to the courier company and so forth.
I'm tired of the whole saga. I need to stay at home every time somebody is meant to come, nobody ever comes.
How difficult is it? How can a mail order company operate in this way?
Any suggestions as to where to complain and how to get rid of this bloody rug much appreciated.

McKneff

Ask them if you can arrange the pick up yourself.
(if you have a prepaid lable)

arcon5

Have you received your refund?

bbbits

@arcon5 I haven't paid for it yet, it's on my account though, i.e to be paid when the next statement comes.

@McKneff Very told me that they contact the courier.

arcon5

Perhaps consider booking a courier yourself and sending it back?
the problem is if it passes your next statement date you may well incur interest and/or be left having to make the minimum payment until a refund has been applied to your account

deanos

Can you sent it back via a Collect+ shop ?

You can drop it off at your convenience, ask Very for a label

bbbits

I tried Collect+ and Post Office. The item is too big and they'd not accept it!

zaax

Get the item removed form your account, pointing out you have rejected the item under DSR. Then it would be up to them to collect it. Sometimes the item is so cheap (to them) its not even worth collecting, which seems to the case here.

bbbits

zaax wrote: »

Get the item removed form your account, pointing out you have rejected the item under DSR. Then it would be up to them to collect it. Sometimes the item is so cheap (to them) its not even worth collecting, which seems to the case here.

The item is worth £73. Could you point me to info about this DSR? TIA!

arcon5

zaax wrote: »

Get the item removed form your account, pointing out you have rejected the item under DSR. Then it would be up to them to collect it. Sometimes the item is so cheap (to them) its not even worth collecting, which seems to the case here.

The seller can insist the buyer returns goods at their expense under DSRs.

Which very have already covered
http://www.very.co.uk/web/en/returns-faq.page

You will be responsible for the cost of returning the goods to us, including the collection cost, if you cancel under Distance Selling Regulations.

bbbits

But why should I pay for the return of the item? I've done everything right, requested a return a couple of days after it arrived. This is a fair size rug, too big to be posted, and a courier will cost me half of the price of the rug.
I've spoken to very probably 10 times now, three times with different managers and supervisors, each promised to escalate the matter with the courier - nothing happens.
I'm shocked at the ineptitude and lack of customer care. How can they operate a mail order business if their returns service is nowhere to be seen? I'm sick and tired of listening to their apologies and assurances that this time it will be sorted.
Anybody has any tips where to complain?