Complaint at Very.co.uk

Tunsofun

My first ever post and its all because of Very

I work on a complaints team for a major utility provider and I can say that Very have a shockingly bad approach to customer service and complaints. Here's why....

Around March my girlfriend ordered a new bed, it was a very nice looking bed, but one of the supporting struts broke. We reported this to Very who said they would be sending out an engineer to assess it. Fair enough we thought.

It took 3 attempts for the engineer to reach us - not great service

We then had to chase up Very for the results of the engineers report - also not great service

They said they would be sending a replacement part - better service

The wrong part arrived, we then had a spare headboard in a 6 foot by 5 foot cardboard box - back to not great service

Very said they were sorry and would arrange for the correct spare part to arrive. Lo and behold ANOTHER headboard arrives. We know have a broken bed and two very large cardboard boxes taking up space in the house.

At this point we felt enough was enough and we wanted them to pick up the broken bed and both spare headboards. We would source a more reliable company for our bed.

We felt that some goodwill was in order here. I spoke to a manager and who asked what it was I wanted. I told him I expected to be able to keep the mattress so that we could continue to sleep on something while we looked for another bed ( I was then told that the mattress would just be binned when they got it back anyway). I also told him that I expected something for my girlfriend to make up for the stress and inconvenience this has caused. I had in mind a gift voucher or similar. I was then told that this would be discussed once the bed had been picked up.

3 times I had to chase them to pick up the bed. Each time I was promised a call from the delivery people with a time that they would pick the bed up - we never got the call and it was blind luck that someone was at home when they finally called round to pick it up. The delivery men said that it was Very's job to let us know when they were coming.

I have emailed their customer services only to be told that they do not have an online or electronic copy of their complaints procedure. Also that my complaint would be passed to a manager to look into - after 2 weeks I had to chase this up only to be told that all I was getting was the mattress.

To make matters worse they only partially refunded the price of the bed. Turns out they deducted the cost of the mattress and we had to chase them up AGAIN for the full refund!

When I ring them I get told calls are recorded, but when I ask them to find the conversations I have had with their manager I get told that unfortunately they are unable to replay calls at this time.

Words cannot express who annoyed I am with them. The fact that they close their emails with a 'x' would suggest that customer service is important to them.

Does anyone have any suggestions of where I can go from here?
Has anyone else experienced similar from Very?
Does anyone know how I can contact a more senior member of Very management or failing that the new faces of Very - Fern Cotton and Holly Willoughby?

Thanks

Chris

Very.co.uk_company_representative

Hi Chris,

We have been communicating with you via email since this post. If you would like any further help please email us at [EMAIL="Network@veryhq.co.uk"]Network@veryhq.co.uk[/EMAIL]. We would like to apologise for any inconvenience caused in this matter.

Many Thanks

yvonne

Very Representative x

smoothnkooldude

Hello i need help,

i ordered a xbox 360 game over a month ago from the very website, I never received it, by chance looked online at very site to track whereabouts and got a shock that they claimed it had been delivered with a signature at my address, i challenged this and was asked to send in my signature proof (which i did by recorded delivery) over 3 weeks ago, never heard back from them ! i have since sent email after email chasing this up (£45 game) , all i get is subtefuge and never ending promises to look into this and here i am 1 month down the road, no game and out of pocket for the aforementioned amount, i have asked for addresses for senior managers, they never answer with a relevant reply, just constantly told they will get back to me, i am going nuts, how can they do this, does anyone have email addresses for senior (VERY) managers, i want to email Holly Willoughby (Glossy TV ad) and see what she says !

my opinion of very to date, poor all round service, they dont give a stuff, if things go pear shaped, i will never ever part with my money to this company again

Harlo85

Hi all, can anyone help!

Late last year I bought some items from very on a buy now pay later for 12 months. I ordered 3 things from them over the Internet, but one of items was cancelled without my permition as it could not be delivered on the day I had requested. I reordered the item over the phone confirmed that the other two items were also ordered an that the items were linked together so it would be on the interest free 12 month buy now pay later. They said that it would be and I waited for my delivery which i was told i would have to pag extra for it to be delivered and fitted. When it was delivered they dropped it into my kitchen and gig me to sign for it and started to walk out if the house with out fitting it. When I questioned them they said. That it wasn't for them to fit as I hadn't paid for it. I had to fit it my self with no refund as they said they had fitted it for me.

I then found out that the items were not on the buy now pay later, which I complained about and they put 1 item on this and started they couldn't put the other items on. 6 phone calls later and 3 months I now have managed to get them to put them all on the buy now pay later. But at a huge cost. I was meant to be contacted back twice by a manager but i'm still waiting for the calls, also twice that i have contacted them there are no notes on the system. when i have asked for the recordings of the calls made i was told thag only some of the calls are recorded and that it does not appear that my calls were recorded. how convenient!!
They then said they could not do anything until I had brought the account up to date and paid £108 which was the interest on my account at 49.9%. If I didn't they couldn't do anything and the cost would just mount uk and up. Talk about black mail! It wasn't even my fault in the first place! They have refused to do anything else, which I think is unacceptable!

I will never order from the company again, and hope everyone does the same.

BillyB

I will never order from them again either, I ordered from them originally and was pleased with the service and its all gone downhill since then. I was charged for delivery for my second purchased to choose the date it was delivered. It arrived a day late. Also had calls offering me protection on my payments or something similar and was quite pushy and explained two or three times after I'd already said no thanks and she kept laughing and sounded like she was whispering/talking to someone else throughout the entire call.

Very.co.uk_company_representative

Harlo85 wrote: »

Hi all, can anyone help!

Late last year I bought some items from very on a buy now pay later for 12 months. I ordered 3 things from them over the Internet, but one of items was cancelled without my permition as it could not be delivered on the day I had requested. I reordered the item over the phone confirmed that the other two items were also ordered an that the items were linked together so it would be on the interest free 12 month buy now pay later. They said that it would be and I waited for my delivery which i was told i would have to pag extra for it to be delivered and fitted. When it was delivered they dropped it into my kitchen and gig me to sign for it and started to walk out if the house with out fitting it. When I questioned them they said. That it wasn't for them to fit as I hadn't paid for it. I had to fit it my self with no refund as they said they had fitted it for me.

I then found out that the items were not on the buy now pay later, which I complained about and they put 1 item on this and started they couldn't put the other items on. 6 phone calls later and 3 months I now have managed to get them to put them all on the buy now pay later. But at a huge cost. I was meant to be contacted back twice by a manager but i'm still waiting for the calls, also twice that i have contacted them there are no notes on the system. when i have asked for the recordings of the calls made i was told thag only some of the calls are recorded and that it does not appear that my calls were recorded. how convenient!!
They then said they could not do anything until I had brought the account up to date and paid £108 which was the interest on my account at 49.9%. If I didn't they couldn't do anything and the cost would just mount uk and up. Talk about black mail! It wasn't even my fault in the first place! They have refused to do anything else, which I think is unacceptable!

I will never order from the company again, and hope everyone does the same.

Hi Harlo85,

We're really sorry to hear of the problems you have had with your order and sincerely apologise for the inconveniences this may have caused. If you would like to email Network@VeryHQ.co.uk we would really like to look in to this for you.

Many thanks,

Sara
Very.co.uk Company Representative.x

Very.co.uk_company_representative

BillyB wrote: »

I will never order from them again either, I ordered from them originally and was pleased with the service and its all gone downhill since then. I was charged for delivery for my second purchased to choose the date it was delivered. It arrived a day late. Also had calls offering me protection on my payments or something similar and was quite pushy and explained two or three times after I'd already said no thanks and she kept laughing and sounded like she was whispering/talking to someone else throughout the entire call.

Hi BillyB,

We are sorry to hear you have had a poor experience with us. We would like to apologise for any disappointment this may have caused. If there is anything you would like us to look in to, please drop us an email (Network@VeryHQ.co.uk) and we will be more than happy to help.

Many thanks,

Sara
Very.co.uk Company Representative.x

MothballsWallet

From an outsider's point of view on this and similar threads, Very.co.uk's reps seem to be doing a lot of apologizing, but we're relying on the posters raising the issues to come back and tell us what happened.

onlineshopper1

I placed a mattress order with very and a few days later realised it was incorrectly labelled on their website and not the product I wanted. I asked for the order to be changed; being 10 days off delivery I didn't think it would be a problem, and as it was their error you'd expect them to be happy to help.

The customer service representative was rude, didn't apologise once, tried to blame me and suggested I pay a hiked delivery charge.

This is very bad customer service and incredibly frustrating when you're a busy working person, I will never use the company again.

steve_1958

hi I also bought a folding bed which arrived damaged 3 days later. I refused delivery expecting a replacement or money back! I got neither.

No contact whatsoever from VERY. No apology no money back no replacement.

I contacted them and was told i had to wait 2 weeks for a refund

After 3 weeks, emails have proved fruitless, so I called their customer service ( that's a joke ), explaining i had received no refund, they hung up on me on 4 separate occasions.

I have now instigated credit card company to chase them.

Be careful dealing with this company.:(

jm91167

I have just been told I will not receive the rest of a refund from Very, even though they have already issued a partial refund. The items I returned were all in the SAME PARCEL??!!??!!