Very.co.uk not refunded me after over a month and multiple calls/emails

dalef

Hi,

Hopefully you guys can help me in some way.

Bought some furniture from Very for £49 using a £40 gift voucher and remaining £9.00 through PayPal. Item was broken on delivery so called customer services and as we wanted the replacement quicker than their redelivery processing time they suggested we buy a replacement (paid extra £49 on Credit Card) and they would refund this card on return of the first (broken) item.

Eventually they refunded via PayPal but only £9.00. So still owed £40.

Called customer services they said they had done refund, waited 7 days, still no refund, so sent two emails and they got back to me saying the missing £40 would be refunded via PayPal within 10 days.

12 days later still nothing so have told them to pay within 24hours or will start to charge them for my time (at least 3 hours in calls and writing emails now, and counting) and not heard anything back.

It has now been 34days since sending the item back.

So my question is, does it sound reasonable to be requesting this? What would be a reasonable amount to be asking for?
Or would you suggest another course of action to get this sorted ASAP.

Thanks in advance

cono1717

Do you have emails to state the whole buying a new one getting a refund process?

If so I would speak to your credit card provider about a section 75 claim and see if they can get involved.

dalef

Unfortunately was only verbally suggested that we buy it again.

Would it be possible to do a section 75 claim for a purchase under £100? Possibly Chargeback?

Having different payment methods for the orders seems to complicate things.

BykerSands

dalef wrote: »

Unfortunately was only verbally suggested that we buy it again.

Would it be possible to do a section 75 claim for a purchase under £100? Possibly Chargeback?

Having different payment methods for the orders seems to complicate things.

Section 75 or chargeback for what? You paid by voucher.

dalef

Paid by voucher + paypal for the first item, we then bought a replacement via credit card, they said they would then refund the credit card not paypal/voucher.

Voucher payment has not been reissued or refunded.

BykerSands

dalef wrote: »

Paid by voucher + paypal for the first item, we then bought a replacement via credit card, they said they would then refund the credit card not paypal/voucher.

Voucher payment has not been reissued or refunded.

So there's no credit card protection when you pay by voucher.

dalef

I know there is probably no card protection.
My question is what would you expect the retailer to do if you had been waiting over a month for a refund, that you have been told on multiple occasions would be done, but as yet haven't received it. ...and its took many hours of my time chasing them.

Would you ask for / expect compensation of some sort?

unholyangel

I find with very you need to be short and to the point when dealing with them if you want anything done.

Just email them and (as above keeping it short) say that on x date you received x item damaged. You were told to reorder and they would refund. You're still waiting on £40 of the refund.

You shouldn't be any worse off for their breach of contract so you are requesting they make the remaining refund without delay or you will also be claiming any reasonable costs incurred due to their breach of contract.

Or at least, the above has worked for me the two times they said they would refund and I was still waiting.