Very trying to deny DSR

misssarahleigh

And I see a small war broke out while I went to bed.

In response to this

It also states that collections via a courier are a complimentary service and not guarrenteed as they offer collect+ and post office. So maybe get off your arris and go to one of the alternative return points.

I will be happy to. But due to their current response, I don't want to until they accept they have to refund P&P.

arcon5

To be fair, even if it is a complimentary service, by offering it they should still be maintaining a reasonable level of standards - and two missed appointments is simply not on. I would be focusing my complaint on this.

misssarahleigh

Thanks for contacting us about postage refund.

I apologise you are not happy with the response given.

Unfortunately as previously advised, we cannot refund the postage charge.

Please refer to our terms and conditions in the back of the catalogue or on our website.

Once again please accept my apologies.

If you have any further questions just let me know and I'll be happy to help you.

So, regardless of how the item gets back to them. I'm not getting my pennies am I.

visidigi

have you specifically stated you want the postage refunded for the goods sent to you?

Not collective postage charges or those made to return it, but the ones for sending the goods to you?

misssarahleigh

visidigi wrote: »

have you specifically stated you want the postage refunded for the goods sent to you?

Not collective postage charges or those made to return it, but the ones for sending the goods to you?

Yes. I didn't make any mention about postage charges back as this was only mentioned in the thread after my original email. (and didn't really think of it).

My email was to inform them I was cancelling under DSR, may I please have postage refunded as well as the item.

When they refused (read quotes from the email) I informed them they cannot withhold this, and they refuse to accept they have to refund the postage unless the item is faulty.

ETA

Decided to be a little confused.

I only know about the DRS because I read the consumer rights forum. I've taken much notice of advice given (and know Acorn5 and Visidigi are regular posters).

I've followed the advice I've seen often repeated to other posters. Followed the instructions of emailing them (durable form) within 7 days. Arranging a return. Looking for information about the return (like previously mentioned. Next state on their delivery documents it's the same price to arrange a collection as it is a delivery and therefor cancels each other out).

I thought I had done everything I was suppose to do, in line with the DSR.

There is no mentioned anywhere of a courier charge apart from in the T&C

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

But that doesn't say anything about the cost of the courier for this issue (can't find it anywhere) And quite a lot are assuming because I arranged a courier A refund on initial postage will cancel out the cost of the return via courier even though there is nothing about price and this isn't at all what Very are saying.

I've quoted 3 (?) emails where Very clearly state I cannot have a refund on Postage because the item is not faulty.

I kinda thought this was one of the clear cut cases.

mynameistallulah

There is a Very rep on MSE - hopefully they will see this post and respond?

CassieDog_2

I'm a little confused but thought I'd just add something anyway - As a regular user of Very, they charge £3.95 delivery but all the returns I've ever arranged have been free. They send a Yodel courier to collect my items. So why don't you accept the items and then return them? It's also free to do so at the post office when you stick the label included within the package on the front.