Very Catalogue wont refund my money HELP

System

i suspect im about to have a dispute with freeman's i ordered a flymo strimmer in June it keeps stopping after about 10 mins its very frustrating , ive contacted them and they say they need to discuss with other departments what action they will take !!!

christinajanep

Thanks Melbell.
I called the number you gave me, and got through to customer services again. When i asked to be put through to customer excellence the advisor wouldnt forward the call as she said they wouldnt be able to help me ????
When asked to be put through to Anthony Baldwins office she had no idea who he was, after much argument i finally got through to customer excellence, and knew exactly why she wouldnt do it in the first place. All complaints made to them are forwarded to the board of directors.
She took all my details and has logged a complaint. I should hoepfully hear something in a week.
Thanks Again Melbell

Azari

Thanks for the update.

Please keep us informed.

melbell

christinajanep wrote: »

Thanks Melbell.
I called the number you gave me, and got through to customer services again. When i asked to be put through to customer excellence the advisor wouldnt forward the call as she said they wouldnt be able to help me ????
When asked to be put through to Anthony Baldwins office she had no idea who he was, after much argument i finally got through to customer excellence, and knew exactly why she wouldnt do it in the first place. All complaints made to them are forwarded to the board of directors.
She took all my details and has logged a complaint. I should hoepfully hear something in a week.
Thanks Again Melbell

Did they sound Welsh? if so, they are beyond Useless.

If you ever get the "I don't know who Anthony Baldwin is" line. Tell them to check "Nemo" -> Account Queries -> Request to speak to a director or Anthony Baldwin (Head of customer Excellence)

I don't remember their speed dial apart from it started 161 haha

Yes, Customer Excellence is high level complaints, It is linked to the board so complaints that go there generally get sorted out quickly.

melbell

Oh Enquiries are actively trained not to put you through to Customer Excellence.

Now that the contact centre network is managed by Serco. Expect alot more South African accents there.

I left (I worked for Serco and worked on the merger) after they screwed me over (Worked in the outsourcer for SDG)

Hense me telling people how to fight back against Serco/SDG.

BaldacchinoR

I would not recommend Very to anyone. I tried to buy from them sometime ago and they insisted in their e-mail reply that I use their expensive premium rate phone number instead of e-mailing them, rather than answering my question in their e-mail. I did not do so.

More recently, I e-mailed them with a query about a different product but they did not reply. So I bought the item elsewhere for a better deal in fact. Its not difficult to beat Very on price as they are not usually competitive - usually Very expensive.

melbell

BaldacchinoR wrote: »

I would not recommend Very to anyone. I tried to buy from them sometime ago and they insisted in their e-mail reply that I use their expensive premium rate phone number instead of e-mailing them, rather than answering my question in their e-mail. I did not do so.

More recently, I e-mailed them with a query about a different product but they did not reply. So I bought the item elsewhere for a better deal in fact. Its not difficult to beat Very on price as they are not usually competitive - usually Very expensive.

Certain queries can only be dealt with by phone operators. Serco are going to eventually close Worcester down so Worcester aren't bothered.

I've proven theres a cheap way to call SDG.

Very make money on the interest/mark up on the items.

christinajanep

Morning,
Nearly 4 weeks later and i have heard nothing.
I call them every week and i stated i would in my initial phone call, and as yet it hasn't even been passed to a case handler.
All i keep getting told is they are very behind (wow they have alot of complaints)
Ive told them this is affecting my credit file as it shows my account is £200 over its limit.
There are not concerned at all if i take this to trading standards.
Any advice on where to go from here ?

Azari

christinajanep wrote: »

Morning,
Nearly 4 weeks later and i have heard nothing.
I call them every week and i stated i would in my initial phone call, and as yet it hasn't even been passed to a case handler.
All i keep getting told is they are very behind (wow they have alot of complaints)
Ive told them this is affecting my credit file as it shows my account is £200 over its limit.
There are not concerned at all if i take this to trading standards.
Any advice on where to go from here ?

Did you, as I suggested when you first brought this up, send them a letter giving them three weeks (or so) to settle the matter and informing them that you would take it to the small claims court if they did not pay up?

If so, see here for information on carrying through.

If not, then still go to the site mentioned above as they have professional advice of pursuing such matters.

MoneySavingNovice

I would send then a Letter Before Action, (registered Post) see step 5 on the guide:-

http://www.moneysavingexpert.com/shopping/how-to-complain

Give them say 2 weeks to reply (and a couple of days just in case they send a reply on the due date) and then take them to the Small Claims Court.

Good luck