Refund issue with Very.co.uk

Usman_Yasin

Hi,

I ordered a laptop from Very on October the 10th but it was delayed for like two weeks. I contacted customer services and was told that they had to cancel the order because they had an issue with the supplier and a refund has been given. After a few weeks of the refund NOT being given I contacted customer services again and they told be that the order was not cancelled. They cancelled it then and told me it would take 10 days for the refund to go through. I also at that time out of frustration told them to cancel the account AFTER the refund has gone through but they cancelled it before hand. Now its been 10 days there has been no refund, I contacted my bank to asked them to use the chargeback scheme but they need a refund voucher from Very. Whenever I contact Very now they just tell me they can't access my account because its been closed and will escalate the issue and call me back. Been told this twice and nobody ever calls me back. I've basically been robbed over £250.

This was my first ever purchase with these guys. Any advice will be appreciated.

Thank you!

wealdroam

Usman_Yasin wrote: »

Hi,

I ordered a laptop from Very on October the 10th but it was delayed for like two weeks. I contacted customer services and was told that they had to cancel the order because they had an issue with the supplier and a refund has been given. After a few weeks of the refund NOT being given I contacted customer services again and they told be that the order was not cancelled. They cancelled it then and told me it would take 10 days for the refund to go through. I also at that time out of frustration told them to cancel the account AFTER the refund has gone through but they cancelled it before hand. Now its been 10 days there has been no refund, I contacted my bank to asked them to use the chargeback scheme but they need a refund voucher from Very. Whenever I contact Very now they just tell me they can't access my account because its been closed and will escalate the issue and call me back. Been told this twice and nobody ever calls me back. I've basically been robbed over £250.

This was my first ever purchase with these guys. Any advice will be appreciated.

Thank you!

All your bank need is written confirmation that Very have agreed a refund. Do you have an email saying that?

If not, send an email to Very now requesting the refund and insist on a confirmation email by return.
You will probably have to wait another 15 days before your bank will action a chargeback though.

Always good to have these sort of things in writing.

cono1717

Edit: ^ What they said.

Send them a letter before action informing them that if they do not resolve this you will take matters into your own hands re. getting the banks involved / small claims court.

Also inform your bank of the letter before action and advise them that Very have had plenty of time but haven't processed the refund. If you have refund confirmation or something on an email your bank should accept this as proof a refund should of been raised by Very but hasn't been.

SnowTiger

Did you actually pay for it?

Very is generally quite expensive. Most people only use them because they're an easy way to buy things on credit.

SnowTiger

cono1717 wrote: »

Send them a letter before action informing them that if they do not resolve this you will take matters into your own hands re. getting the banks involved / small claims court.

Also inform your bank of the letter before action and advise them that Very have had plenty of time but haven't processed the refund. If you have refund confirmation or something on an email your bank should accept this as proof a refund should of been raised by Very but hasn't been.

A Chargeback for non-delivery is simpler:

Chargeback is a little known scheme which gives you a chance of getting your money back from your bank if you bought faulty goods, a service wasn't provided, or the company you bought something from went bust and your goods weren't delivered.

The bank should give an immediate refund, then chase the matter up itself with Very.

If the bank refuses, make a complaint to the bank.

OP probably waffled about unimportant issues when they attempted a Chargeback and got fobbed off.

Usman_Yasin

Hi guys,

Really appreciate your replies so thank you!

Will try to follow all of your methods.