Very.co.uk - Has anyone used small claims court?

Dirk_Diggler

Hi, I'm having a lot of problems with Very and a disputed amount.

Has anyone taken Very to small claims court? I'm particularly interested in what the correct address is to use as they seem to have a few.

Any experiences or feedback would be appreciated. Thanks.

wealdroam

Dirk_Diggler wrote: »

Hi, I'm having a lot of problems with Very and a disputed amount.

Has anyone taken Very to small claims court? I'm particularly interested in what the correct address is to use as they seem to have a few.

Any experiences or feedback would be appreciated. Thanks.

What is the problem you are having with Very?

naedanger

Dirk_Diggler wrote: »

Hi, I'm having a lot of problems with Very and a disputed amount.

Has anyone taken Very to small claims court? I'm particularly interested in what the correct address is to use as they seem to have a few.

Any experiences or feedback would be appreciated. Thanks.

Send legal papers to their registered office. Keep proof of posting.
From the following link, this appears to be: 1st Floor, Skyways House, Speke Road, Speke, Liverpool L70 1AB.
http://www.very.co.uk/help/en/online-help#plckforumid=Cat%3A9799ca35-cb90-4296-b5ec-e39190f3d29aForum%3Aa5f29c2a-f0e9-4686-b838-f2fd6d12b1df&plckforumpage=Forum&plckdiscussiononpage=1&plckforumpostshowfirstunread=&plckfindpostkey=

The following is worth reading:
http://www.aboutsmallclaims.co.uk/serving-court-papers-documents.html

Dirk_Diggler

Thanks for the replies.

They have failed to honour on their Christmas Delivery Promise despite me having all the correct paperwork, dates etc. After a solid month of trying with calls and emails I've now had to pay my account balance so I don't have late payment fee's, default registered etc. Now I need to start the process of claiming the money back. Never dealt with a company so hard to communicate with before, very frustrating!

bris

Dirk_Diggler wrote: »

Thanks for the replies.

They have failed to honour on their Christmas Delivery Promise despite me having all the correct paperwork, dates etc. After a solid month of trying with calls and emails I've now had to pay my account balance so I don't have late payment fee's, default registered etc. Now I need to start the process of claiming the money back. Never dealt with a company so hard to communicate with before, very frustrating!

You mean they failed to deliver any goods and still haven't refunded you or your just upset the goods were late?


You need an actual loss to make a small claim, late delivery won't count, neither will stress and inconvenience which people like to think they have a claim for.

Dirk_Diggler

Very had something called the Christmas Delivery Promise. If you ordered within certain dates before Xmas and delivery was set before Xmas and it didn't arrive, they would give you the item for free. There were some exceptions but the item I purchased wasn't one of them.

I have the original Very advert, and my order history confirms all the correct dates for the order and delivery time. I even have an email from Very confirming I qualify for the free item.

We are now in March and they are refusing to give me anything. I've just paid for the item off my account to prevent late payment fee's and a marker on my credit history, but I have sent them an email to confirm the payment has been made under protest and the intention of my actions.

I don't see how they have any defence at all, but they are determined not to pay.

arcon5

What have they actually said about it

unholyangel

Dirk_Diggler wrote: »

Very had something called the Christmas Delivery Promise. If you ordered within certain dates before Xmas and delivery was set before Xmas and it didn't arrive, they would give you the item for free. There were some exceptions but the item I purchased wasn't one of them.

I have the original Very advert, and my order history confirms all the correct dates for the order and delivery time. I even have an email from Very confirming I qualify for the free item.

We are now in March and they are refusing to give me anything. I've just paid for the item off my account to prevent late payment fee's and a marker on my credit history, but I have sent them an email to confirm the payment has been made under protest and the intention of my actions.

I don't see how they have any defence at all, but they are determined not to pay.

Do you have a copy of the advert? I've tried searching online but can't find any reference to it (the delivery promise) at all. And I mean nothing, nothing on their site, nothing on review sites or other forum sites etc.

You said you've emailed and phoned them for a month, what have they said during those conversations when you asked for it to be credited to your account?

In my experience very can be difficult when things go wrong unless you explicitly state exactly what you want them to do and keep it straight to the point. If you make it too long they'll get distracted by other stuff you've said and if you aren't succinct enough, they'll just give you a stock response that ignores everything you've said to them more or less.

Dirk_Diggler

Yes, fortunately I do have a copy of their promise.

This was my first order with Very, and I've only ordered one item. It wasn't delivered in time and the Christmas Promise stated you would receive the item for free. It was very clear.

I then had an email to say I qualified for the Promise (without me prompting it) and since then they've debited and credited various amounts to my account.

I have made it clear to them and the resolution was so simple. All they had to do was provide the item for free. They sent me the replacement, but I've now had to pay for it under protest, and all they have offered is £10 to cover the inconvenience.

They won's pay as they say they already reimbursed the item. They have, for their own internal purposes, but I haven't received the item for free.

It's actually really simple but as you say, it seems too complicated for someone just to sit down and look at my account to realise tehy've made an error.

Dirk_Diggler

In case I wasn't clear, a replacement was sent which should have been sent for free. When the replacement was sent my account was charged for a second time, as the telephone operator advised adjustments couldn't be made until I had received the item.

It's been a battle to get any help since.

marliepanda

So a replacement item was sent?

Did the original delivery fail due to something beyond Verys control?

Does the offers terms and conditions allow for exceptions to be made when something goes wrong outside their control (aka delivery lost/damaged,) rather than then simply failing to dispatch on time?