appalling service from Very

nom_nom_de_plume

SUMMARY:
- Very failed to deliver a TV, giving me less than 24 hours notice and failing to offer a reason. I rearranged delivery, then they delivered the wrong TV. I waited at home for 4 days in total, and it took several weeks to correct the order. As compensation, they offered me a 15% discount (to a max of £30) for a future order, then denied the initial failure & called me a liar for saying that it had occured even though I have evidence.


FULL STORY:
I recently ordered a TV and Blu Ray player at the same time from Very. I specified delivery of both items for a Friday.
On the Thursday evening, I was called by Very to advise that they could not deliver the TV on the Friday as it was not 'deemed suitable for delivery'. They were unable to give any further information but I was able to re-book delivery for the Saturday. However they were unable to re-book the delivery of the Blu Ray player as it had already been processed, so I had to arrange two consecutive days waiting at home for different parts of the same order.

When the TV was delivered on the Saturday, it was the wrong model - about £200 cheaper than the TV I had ordered. I immediately called up to explain the situation.

They advised it would take up to 5 days for someone to call and arrange to collect the wrong TV (another day at home for me), and then a further 14 days for my Very account to be refunded, at which point I could re-order the correct TV and wait at home for a fourth day.

Suffice to say, I was not happy with waiting at home for 4 separate days, and for the delay in replacing the TV (about a month from the original date of delivery).
I submitted a complaint to the official online complaint email address.

The response they sent to me was appalling; it merely recited the very policy I was complaining about back at me, i.e. the 14 days to re-credit my account, and failed to offer any kind of explanation or proper apology whatsoever, let alone an attempt to rectify the situation.

They apologised for the inconvenience but said if I wanted any kind of compensation, I would have to write in separately to a mailing address. What kind of complaints department refers a complainant to another complaints department and asks them to re-submit their entire complaint!?

Anyway - I got hold of the CEO's email address, and emailed him with a full overview of the issue.
It was delegated to the executive complaints team. I went back and forth with them, and they did manage to re-credit my account quicker than the originally-quoted 14 days.
They 'investigated' the issues with my order and decided that, because their systems were incapable of recording when I originally scheduled delivery, my version of events was 'not factually accurate' (i.e. calling me a liar in no uncertain terms) and that I had actually ordered the TV and Blu Ray to be delivered on separate days. Nothing I could do would persuade them otherwise, and they still deny that I was called by them the night before delivery was due to rearrange, even though I have telephone records to prove this.

I then received a further email from Very stating that they had received a returned TV from me but it didn't match the orders on my account, so I would not be refunded a single penny for it! I immediately queried the email and 6 days later they confirmed it was erroneous and that I would receive a full refund.

For the total 'inconvience' caused - delays, 4 days waiting at home, etc. etc. - they offered me a 15% discount on a future worth a maximum of £30. I felt this was adding insult to injury - why would I be minded to place another order with a company who had offered very poor service and then called me a liar - for a £30 discount!

I thought it worthwhile highlighting to others how little value they place on customer service, hence this thread. Apologies if it's rather long!

unholyangel

Have you read MSE failed delivery article? It will be of interest to you.

As for delivery of the items being same day or different.....well that's easy to prove. You get an email for each item stating when it will be delivered by - or at least I have, don't order from them regularly....only when I get my hands on a discount code or they have a special offer on as otherwise, they're extortionate.

What you will have to prove is any losses reasonably incurred by you due to their breach (ie having to take time off work if they cant do delivery for your days off or if you couldn't get someone to accept it for you).

If you've not actually suffered a financial loss...I'm afraid the legal system doesn't put a value on inconvenience for these cases. Its only actual loss.