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Very.co.uk complaint
SMW1983
Posts: 5 Forumite
Hi,
On moving into my first home I made purchase of several white goods from Very.co.uk, opting to pay in full instead of opening a credit account. On receipt of said goods I was made aware by the delivery drivers that the washing machine I had purchased was severely damaged to the point it was unusable (i.e control panel detached from washing machine, detergent drawer broken, several dents in the machine). As there were 3 items to be delivered on the same delivery note, I was advised that if I declined to accept the washing machine, all 3 of the items would have to be returned. As I did not have any white goods as this is my first home, this was not an option as therefore I had to accept the damaged washing machine. The delivery note was amended to show the damage to the machine and I was advised by one of the drivers to take pictures of the machine, (which I have done) and to request a replacement be sent before they collected the damaged machine.
On contacting Very I was told that they would come and collect it, decide if it was damaged and if so, offer me a replacement. However my request to have a replacement sent was declined owing to me not having a credit account. As they could not give me a time frame in which the damaged machine would be collected and a replacement sent, I then had to pay in full for a new washing machine to be delivered. I am now waiting for the damaged machine to be collected and a refund offered IF they deem the machine to in fact be damaged.
I then emailed a complaint to Very and received a what can only be described as a severely inadequate response offering, with them thinking that offering me a refund on the delivery of my new machine (£6.95), is a suitable response.
As I live alone, I did not attempt to unpack or install the other items as they require more than one person to do so and waited for a family member to assist me. On doing so, I have since found that the refrigerator I have purchased from them is also damaged, with a large dent in the front of it.
As I do not really have the funds to pay out for another one whilst I wait for Very to collect the damaged one and process my refund and owing to the poor customer service they offer, I am seeking advice from anyone on how to proceed with this. Any suggestions will be gratefully received.
On moving into my first home I made purchase of several white goods from Very.co.uk, opting to pay in full instead of opening a credit account. On receipt of said goods I was made aware by the delivery drivers that the washing machine I had purchased was severely damaged to the point it was unusable (i.e control panel detached from washing machine, detergent drawer broken, several dents in the machine). As there were 3 items to be delivered on the same delivery note, I was advised that if I declined to accept the washing machine, all 3 of the items would have to be returned. As I did not have any white goods as this is my first home, this was not an option as therefore I had to accept the damaged washing machine. The delivery note was amended to show the damage to the machine and I was advised by one of the drivers to take pictures of the machine, (which I have done) and to request a replacement be sent before they collected the damaged machine.
On contacting Very I was told that they would come and collect it, decide if it was damaged and if so, offer me a replacement. However my request to have a replacement sent was declined owing to me not having a credit account. As they could not give me a time frame in which the damaged machine would be collected and a replacement sent, I then had to pay in full for a new washing machine to be delivered. I am now waiting for the damaged machine to be collected and a refund offered IF they deem the machine to in fact be damaged.
I then emailed a complaint to Very and received a what can only be described as a severely inadequate response offering, with them thinking that offering me a refund on the delivery of my new machine (£6.95), is a suitable response.
As I live alone, I did not attempt to unpack or install the other items as they require more than one person to do so and waited for a family member to assist me. On doing so, I have since found that the refrigerator I have purchased from them is also damaged, with a large dent in the front of it.
As I do not really have the funds to pay out for another one whilst I wait for Very to collect the damaged one and process my refund and owing to the poor customer service they offer, I am seeking advice from anyone on how to proceed with this. Any suggestions will be gratefully received.
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Comments
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Hi,
On moving into my first home I made purchase of several white goods from Very.co.uk, opting to pay in full instead of opening a credit account. On receipt of said goods I was made aware by the delivery drivers that the washing machine I had purchased was severely damaged to the point it was unusable (i.e control panel detached from washing machine, detergent drawer broken, several dents in the machine). As there were 3 items to be delivered on the same delivery note, I was advised that if I declined to accept the washing machine, all 3 of the items would have to be returned. As I did not have any white goods as this is my first home, this was not an option as therefore I had to accept the damaged washing machine. The delivery note was amended to show the damage to the machine and I was advised by one of the drivers to take pictures of the machine, (which I have done) and to request a replacement be sent before they collected the damaged machine.
On contacting Very I was told that they would come and collect it, decide if it was damaged and if so, offer me a replacement. However my request to have a replacement sent was declined owing to me not having a credit account. As they could not give me a time frame in which the damaged machine would be collected and a replacement sent, I then had to pay in full for a new washing machine to be delivered. I am now waiting for the damaged machine to be collected and a refund offered IF they deem the machine to in fact be damaged.
I then emailed a complaint to Very and received a what can only be described as a severely inadequate response offering, with them thinking that offering me a refund on the delivery of my new machine (£6.95), is a suitable response.
As I live alone, I did not attempt to unpack or install the other items as they require more than one person to do so and waited for a family member to assist me. On doing so, I have since found that the refrigerator I have purchased from them is also damaged, with a large dent in the front of it.
As I do not really have the funds to pay out for another one whilst I wait for Very to collect the damaged one and process my refund and owing to the poor customer service they offer, I am seeking advice from anyone on how to proceed with this. Any suggestions will be gratefully received.
Before we go into the ins and outs of legalities have you thought about using a credit account to get you over the next few weeks whilst this is all sorted. Very will give them to pretty well anybody. Even next doors cat has one.
That way you can just order them again.Ask me no questions, and I'll tell you no lies0 -
Before we go into the ins and outs of legalities have you thought about using a credit account to get you over the next few weeks whilst this is all sorted. Very will give them to pretty well anybody. Even next doors cat has one.
That way you can just order them again.
I do not really see why I should have to when it is them who have provided me with damaged goods.0 -
I do not really see why I should have to when it is them who have provided me with damaged goods.
You are probably right but I wa just thinking of making your life easier. Was there just one delivery charge?
If you aren't happy why not refuse all three of them and shop elsewhere? Or maybe even just two?Ask me no questions, and I'll tell you no lies0 -
You are probably right but I wa just thinking of making your life easier. Was there just one delivery charge?
If you aren't happy why not refuse all three of them and shop elsewhere? Or maybe even just two?
Yes, there was only one delivery charge for all 3 items. However I had to pay a further charge for the second washing machine to be delivered to me (the delivery charge has since been refunded).
If I had known that it was to be such a hassle to deal with this and also that the fridge had also been damaged in transit, I would have cancelled the whole order, however I have now used the cooker.0 -
I know it's not much help now, however I'd recommend ao.com next time - they've been fantastic for me.
Again, not much help I know - hope you manage to sort you issues.
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