Very.co.uk faulty goods nightmare!!

Smyth668

So I purchased a phone from Very.co.uk on the 22/03/2016 and was received on 28/03/2016. Almost 2 months later I noticed a fault with the screen as it looked like it had some sort of orange/yellow discolouration. I contacted the retailer Very.co.uk about the problem and they told me to contact the manufacturer (Samsung) about the problem even though this is not who I bought the phone from as I bought it from the retailer Very. I explained this and told them that as I bought it from them they should be held responsible for dealing with the faulty item not the manufacturer. After many calls and emails they finally agreed to accept the return of the faulty phone.

I was promised a refund would be made on the 23rd of june which was not received. I e-mailed Very in regards to this and they could not tell me why the refund was delayed but instead just insisted that I wait even though I had already waited three weeks!. Then two days later after this I received a package containing the exact same faulty phone in which I had sent to them with the fault still present. I was shocked beyond belief and they attached a letter within the parcel stating that one of the senior engineers could not find a defect with the phone so it was sent back to me. I was stunned by this as I couldn't believe that they didn't find the fault as it is very obvious since the fault lies within the screen. This proved to me that they simply did not even check the phone in the first place and instead just sent it back to me without even informing me that they would do so.

I was so frustrated about this so I contacted Very immediately about the situation. After weeks of being fobbed off I lost all my patience. After explaining the matter to Very they simply told me that I cannot return the faulty item again as no fault was found and If I were to do so It would be at my own cost. Being absolutely disgusted by this response I told them that it is within my consumer rights that I receive either a refund or replacement as the phone is only 2 months old and a repair is not acceptable after this time, and even with this they even refuse to repair it!.

I feel like my consumer rights have been breached as they are refusing to accept the return of the faulty item and refund/replace me. I have lost all hope and I do not know where I stand in this situation. I have been left £515 out of pocket with a phone that is faulty. I would greatly appreciate it if you could kindly advise me on what would be the best course of action that I should take in regards to this situation. Thank you

shaun_from_Africa

Smyth668 wrote: »

Being absolutely disgusted by this response I told them that it is within my consumer rights that I receive either a refund or replacement as the phone is only 2 months old and a repair is not acceptable after this time, and even with this they even refuse to repair it!.

If Very do agree that there is a fault, they are entitled to chose what to do to resolve the problem and if this is a repair, they can do this.
You can state your preference to a repair, refund or replacement but ultimately they get the final choice.


Even though your contract is with Very, it is often quicker and easier to use the manufacturers warranty.
Why not contact Samsung tomorrow and see what they say.
They may well simply replace the phone for you.

Smyth668

Well I honestly don't see how they could have missed it since it is very obvious. I believe that they just didn't even turn the phone on. I even took photos of the fault myself and put in a note with the phone explaining exactly what the fault was. I really do think its unfair that they are saying there is no fault when there clearly is, its really easy to just say to say to a customer that theres no fault and refuse to refund them. I even told them that if thry could not refund or replace me a repair would be fine even though I think I should get a replacement or refund since it wasn't even 2 months old. But they refuse to even repair it....I will try with samsung but I really doubt they would replace the item as I did not buy it from them...but we'll see.

shaun_from_Africa

Smyth668 wrote: »

I will try with samsung but I really doubt they would replace the item as I did not buy it from them...but we'll see.

They might not replace it but they will look at it under warranty and either repair or replace.
There is no need to have purchased the phone from them to have coverage under their warranty. (which is 2 years from purchase) and they will arrange for the phone to be picked up from you and delivered back when repaired or replaced.
http://www.samsung.com/uk/support/warranty/

harrys_dad

Why does anyone ever buy anything from Very?

Smyth668

I'm asking myself that question right now. Biggest mistake I've ever made was purchasing from Very... it's been the worst customer experience I've ever had. If you have never bought from them before, I strongly advise anyone DO NOT BUY FROM VERY!! YOU WILL REGRET IT!!:mad:

Fluffybunny80

I've found them 'Very' good tbh and have made quite a few orders without issue.

Smyth668

Yeah they are fine when ordering stuff but as soon as you run into a problem with them, for example a faulty item, they are a bloody nightmare! Read all the bad reviews of them on Trust Pilot...

CIS

I has a problem with Very where they refused to deal with a faulty item (after only a month or so) and they stated it was the manufacturers problem - TBH I had no problem with dealing with the manufacturer but the tone of Very annoyed me.

I spoke with a woman at the local trading standards and she insisted that Very could nominate someone to deal with their returns and this was the manufacturer therefore Very had no responsibility to deal with me directly or accept any return...

Smyth668

It is absolutely ridiculous! It even states within consumer rights that it is up to the retailer to deal with the issue not the manufacturer! So they actually are going against the law! Did you get it sorted in the end?

foxnball

I've been ordering from Very for years, generally everything has been ok, although recently I have had a number of orders arrive damaged / smashed etc. This has been the fault of Yodel (no surprise there) and although I had an initial problem when going to Very via their offshore call centre (they were going to send someone out in 5 days to see if they could repair the shattered glass of a coffee table!) . I then contacted them via social media, and within 20 minutes had a replacement on the way, a collection for the broken item, and a 20% discount of an £800 fridge that had also suffered some slightly damaged lettering. I would definitely suggest using Twitter or Facebook to get in touch 'publicly' rather than on the phone. It seem to always prompt these companies to act more.