A Very Disgruntled_James. Slippery Very.co.uk

Disgruntled_James

I ordered a TV from Very on 19th April and delivery was scheduled for 24th.

The email I received telling me this vital piece of information arrived on the 23rd at 8.25pm. Not much notice, but moving things around made it possible to be available to accept the delivery.

I then logged into my Very account on 24th to look for any more information on the expected delivery time. It was there that I discovered that the TV delivery date had been moved back to the 30th. This was not information made available to me through my provided email address, but had been discovered by myself accidentally.

After learning of the set back in delivery, I contacted Very and asked why I had to wait a further 6 days to get my set. They informed me that the TV was coming directly from the supplier and would be on its way to me by the 30th, but with they added caveat that it can take up to 28 days to arrive.

After mulling it over I came to the conclusion that I would rather not wait this long as 28 days seems like a rather long time to wait and after reading many reviews of Very on this site I thought I should cut my losses, cancel the order and get a full refund.

I went about cancelling my order, and requesting a full refund as I intended to get the same product from Amazon but required the money Very held to do so.

I then received an email stating that very had "credited my account" today. This was on the 25th April. I can only gather Very thought it was my intention to credit my Very balance, despite being asked specifically to refund the money to the card it came from.

After Very ignoring me on Friday 25th April, Very contacted me on Sunday 27th April asking if it was purchased on a credit or debit card. So clearly no action had been taken on the refund.

It had now been 3 days since asking for them to carry out a very simple task and they still hadn't processed anything.

It has now been over a week of simply trying to get my money back, and I have had no joy. They promise a response via email in 6 working hours, this deadline has been missed many times in trying to resolve my issue. It seems they pick the time the email is sent so as not to have to respond to you, and delay the resolution of this case.

My emails contain apologies and they state it doesn't meet they own standards, so clearly they know they have messed up, but I can't seem to get them to act.

After asking them to send the refund and saying I wasn't willing to wait another 10 days for my refund, I asked for a Telegraphic Transfer which would be faster and would swiftly bring an end to this whole sorry affair, but I have heard nothing. They want your money, but they don't want to send it back.

This company is terrible. I cannot impress upon you enough how little faith I have in this company and I would advise anyone reading this to spend your hard earned money elsewhere.

wealdroam

Under the Distance Selling Regulations, a seller should refund as soon as possible upon order cancellation, but has up to 30 days to do so.

From the OFT's guide to the DSRs:

Refunds (Regulation 14)

When do I have to refund a consumer’s money if they cancel an order?

3.46 As soon as possible after the consumer cancels, and in any case within 30 days at the latest.

Very.co.uk_company_representative

Disgruntled_James wrote: »

I ordered a TV from Very on 19th April and delivery was scheduled for 24th.

The email I received telling me this vital piece of information arrived on the 23rd at 8.25pm. Not much notice, but moving things around made it possible to be available to accept the delivery.

I then logged into my Very account on 24th to look for any more information on the expected delivery time. It was there that I discovered that the TV delivery date had been moved back to the 30th. This was not information made available to me through my provided email address, but had been discovered by myself accidentally.

After learning of the set back in delivery, I contacted Very and asked why I had to wait a further 6 days to get my set. They informed me that the TV was coming directly from the supplier and would be on its way to me by the 30th, but with they added caveat that it can take up to 28 days to arrive.

After mulling it over I came to the conclusion that I would rather not wait this long as 28 days seems like a rather long time to wait and after reading many reviews of Very on this site I thought I should cut my losses, cancel the order and get a full refund.

I went about cancelling my order, and requesting a full refund as I intended to get the same product from Amazon but required the money Very held to do so.

I then received an email stating that very had "credited my account" today. This was on the 25th April. I can only gather Very thought it was my intention to credit my Very balance, despite being asked specifically to refund the money to the card it came from.

After Very ignoring me on Friday 25th April, Very contacted me on Sunday 27th April asking if it was purchased on a credit or debit card. So clearly no action had been taken on the refund.

It had now been 3 days since asking for them to carry out a very simple task and they still hadn't processed anything.

It has now been over a week of simply trying to get my money back, and I have had no joy. They promise a response via email in 6 working hours, this deadline has been missed many times in trying to resolve my issue. It seems they pick the time the email is sent so as not to have to respond to you, and delay the resolution of this case.

My emails contain apologies and they state it doesn't meet they own standards, so clearly they know they have messed up, but I can't seem to get them to act.

After asking them to send the refund and saying I wasn't willing to wait another 10 days for my refund, I asked for a Telegraphic Transfer which would be faster and would swiftly bring an end to this whole sorry affair, but I have heard nothing. They want your money, but they don't want to send it back.

This company is terrible. I cannot impress upon you enough how little faith I have in this company and I would advise anyone reading this to spend your hard earned money elsewhere.

Hi James,

We're very sorry to hear that your order was not delivered on the original estimated date and that you wished to cancel the order.

When an order is cancelled it is refunded in the manner it was charged so, if the order was placed on your Very account, you would receive a credit to your account balance. If the order was paid for in full via credit or debit card then this payment would be refunded back to your card once the cancellation had processed.

We can look into why this has not yet taken place if you would like to drop us an email at Help@VeryHQ.co.uk.

Many Thanks

Dave
Very Network Team

Disgruntled_James

I can't quite work out what has happened with my account. My Very account is saying :

• Available to spend £1,605.95
• Credit limit £1,000.00
• Balance -£605.95

I just want a swift refund and this account cleared. Please explain what has happened here as I am starting to get extremely agitated.

frugal_mike

Disgruntled_James wrote: »

I can't quite work out what has happened with my account. My Very account is saying :

• Available to spend £1,605.95
• Credit limit £1,000.00
• Balance -£605.95

I just want a swift refund and this account cleared. Please explain what has happened here as I am starting to get extremely agitated.

I doubt the representative will go into any specifics of your problem on a public forum. You might need to contact them directly to sort this out.

Disgruntled_James

I get that, I just want to know how this can happen. I wanted a simple refund.

wealdroam

Was my earlier post invisible?

tomwakefield

Disgruntled_James wrote: »

I can't quite work out what has happened with my account. My Very account is saying :

• Available to spend £1,605.95
• Credit limit £1,000.00
• Balance -£605.95

I just want a swift refund and this account cleared. Please explain what has happened here as I am starting to get extremely agitated.

I'd guess that you bought the TV and paid on account. You then cleared that outstanding balance (direct debit) aand you have now been refunded the cost of the TV back div to your account

Disgruntled_James

I think I need to wait to hear from Very again regarding this. This is really getting silly now.

neilmcl

Looks to me that you have been given a refund, albeit a credit to your account, hence the negative balance.

Disgruntled_James

That is what I thought had happened. My concern is, I clearly asked them to refund to the debit card it was purchased from.