Returning faulty goods to Very

Harry_harrington

His all, I was hoping for some advice with an issues i'm having with Very.

I bought a pc from Very which was delivered on 18/10. On Sunday, it suddenly stopped working with the screen not coming on.

We rang Very yesterday to request a return and refund. They initially said they would replace it but we stood firm and said we wanted a refund. They then told us we would have to contact the manufacturer first. That would be OK but the issue is HP lines are only open 8.30 til 6 which is when we work and we just can't call at these times.

I told the advisor I wasn't happy with this and that we had a right to a refund under Consumer Rights Act, to which they said they'really just a middle man. It''s so frustrating we're getting very tempted to throw the thing out the window. The advisors are so unhelpful and obtuse it''s unbelievable.

Am I right that we shouldn't have to contact the manufacturer and should be able to return the item?

If we get no joy tomorrow we will request they raise a complaint. Is there anything else we can do at this point if they stick to their guns?

Thanks very much

wealdroam

Harry_harrington wrote: »

His all, I was hoping for some advice with an issues i'm having with Very.

I bought a pc from Very which was delivered on 18/10. On Sunday, it suddenly stopped working with the screen not coming on.

We rang Very yesterday to request a return and refund. They initially said they would replace it but we stood firm and said we wanted a refund. They then told us we would have to contact the manufacturer first. That would be OK but the issue is HP lines are only open 8.30 til 6 which is when we work and we just can't call at these times.

I told the advisor I wasn't happy with this and that we had a right to a refund under Consumer Rights Act, to which they said they'really just a middle man. It''s so frustrating we're getting very tempted to throw the thing out the window. The advisors are so unhelpful and obtuse it''s unbelievable.

Am I right that we shouldn't have to contact the manufacturer and should be able to return the item?

If we get no joy tomorrow we will request they raise a complaint. Is there anything else we can do at this point if they stick to their guns?

Thanks very much

Hi, welcome to the forums.

Have a read of MSE's Consumer Rights guide and in there you will find:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

Harry_harrington

Thanks very much for this, I had managed to miss that bit.

It all seems very clear about what should happen, which makes it even more infuriating!

At the moment Very won't give me a return address for my goods. Where do I stand on this? If I don't physically return the goods within 30 days is it good enough to be able to prove I have attempted to return them? My worry is that Very's tactic is to delay things as much as possible so the time frame for a refund runs out and they'll try to fob me off with a replacement.

Has anyone else had issues with Very? They seem terrible!

shakeitright

Ive had this with their sister company Littlewoods,the reason they give is they have the right to have the goods examined to establish the fault and they use the manufacturer of the goods for this purpose.In my case a quick call to HP was all that was needed,they decided the goods were faulty gave me a fault number,I relayed this number to Littlewoods who arranged a return and replacement as requested by me however I could have had a refund if I so wished.
I would advise you against returning the PC to Very without having a fault number after reading a thread on here earlier this year where the poster had terrible problems after doing just that.https://forums.moneysavingexpert.com/discussion/5444637