Complaint at Very.co.uk

fleshandbone

Very poor service

wealdroam

jm91167 wrote: »

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??!!??!!

That must be disappointing.
Did they give you any idea why?

jm91167

Hi...... they said because it's over 6 months. According to my calculations February to May is 3 months & despite me contacting them on numerous occasions it has gone on because THEY haven't acted in a timely manner.
Disappointing??? I'm furious..... They have admitted receipt of the parcel by part crediting my account!!

wealdroam

jm91167 wrote: »

Hi...... they said because it's over 6 months. According to my calculations February to May is 3 months & despite me contacting them on numerous occasions it has gone on because THEY haven't acted in a timely manner.
Disappointing??? I'm furious..... They have admitted receipt of the parcel by part crediting my account!!

I get the impression something is missing from your posts.

Is your first post saying that there were several items that you were seeking a refund for, and all these items were returned in one package?
If so, are Very saying you haven't returned all the items you are expecting a refund for, and is that perhaps the reason they are not refunding some of the items?

What date did you receive the delivery?
When did you return the items?
How many items did you return?
Are they disputing the number of items returned?

Unless you can answer some of these questions then I fear you are going to be disappointed with this response.

Jennyhayllar

Hi,

I am so angry and upset with very.co.uk. Just under 6momths ago I ordered a swan cooker. I have now found out from a gas engineer that it is leaking gas and have condemned the cooker and told me to go back to replace the cooker.

To deal with very after sales has been an absolute nightmare, I have been on hold seven times at an hour and half at the cost of 7p per minute and have got no where!!! I have never come across such rude, ignorant staff in my life. People have shouted at me, hung up on me, not listened to anything I have said. Was told I couldnt have a refund then can have a refund! A manager can replace the cooked but I couldn't speak to a manager was promised a call back that was 9 hours ago.

I am suppose to be cooking Christmas dinner in 5 days but looks like I won't be able to now as I have no oven and cannot get through to anyone at very to sort this out

I am so upset and distressed I can't face ringing them again :-(

Can anyone help..?

wealdroam

Jennyhayllar wrote: »

I have been on hold seven times at an hour and half at the cost of 7p per minute...

That is strange, for three reasons:

Firstly, Regulation 41 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
states:

Help-line charges over basic rate

41. (1) Where a trader operates a telephone line for the purpose of consumers contacting the trader by telephone in relation to contracts entered into with the trader, a consumer contacting the trader must not be bound to pay more than the basic rate.

(2) If in those circumstances a consumer who contacts a trader in relation to a contract is bound to pay more than the basic rate, the contract is to be treated as providing for the trader to pay to the consumer any amount by which the charge paid by the consumer for the call is more than the basic rate.

Secondly, their help pages tell us:

We know you won’t want to be kept waiting so if you can’t find the answer to your query in our Help section or in My Account, you’ll get the quickest response by calling us. Our call centre advisers are ready to assist right now on 03448 222 321

And thirdly Ofcom advises us that 03 numbers are charged at the same rate as 01 and 02 numbers by all telephone networks:

Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.

These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.

What number were you calling?

Do you pay 7p per minute for 01 and 02 numbers?

The-Truth

Jennyhayllar wrote: »

People have shouted at me

Shouted what and why?