Very refund

SCM85

I have been trying to get a refund from Very.co.uk for over a month now. I purchased a fridge from them on the 31st of October. In total I paid £141.97. The breakdown was £119.99 for the fridge itself, £6.99 for delivery and £14.99 to pick up my old fridge.

Delivery was arranged for the 4th of November. However on the 4th I received a phone call from the courier saying they couldn't deliver it because they had not received it from Very. I called Very and was informed that this was because it wasn't in stock, despite it saying it was on the website. They said it wouldn't be in stock until near the end of the month. This of course is ridiculous, as had I known this I would never have ordered it. I asked them to cancel the order and refund me.

They refunded me the £119.99 and £6.99 on the 7th of November. This went straight in to my bank account. They did not refund me the £14.99, presumably thinking they could get away with not doing so. I asked them to refund me this sum.

To date, they have not done so. I have contacted them numerous times. I have phoned them, emailed them, used their online chat, used their online complaint form; it has made no difference. I was told it would take 3 working days, then 5, then 10. I was then told that due to a system error they couldn't refund it to my bank account directly so they would send me a cheque. No cheque has ever arrived (and I doubt has ever been made or sent). I was told that due to the inconvenience they would refund me double. This didn't happen.

Then on Saturday I got a letter from them saying I owed them the £14.99! The utter nerve. I called them, and they claimed it had been refunded twice to my account. It hasn't, as my bank statements prove. The person I spoke to then said they'd need to another department. The phone went silent (i.e. the hold music stopped) and after 5 minutes, I was disconnected. For the last 3 weeks I haven't been able to use the Account Queries function on my account on the Very website either.

It might seem like a small sum, but I am struggling financially and could really do with it. I just want it resolved but I have been getting conflicting information at every turn am no further forward. The usual routes, i.e. email, online chat (which is almost always unavailable due to being so busy) and phoning them just gets me nowhere.

How can I get this sorted? Any tips?

wealdroam

How did you pay the money?
By debit or credit card?

If so, speak to your card issuer about a chargeback.
Reason = promised refund not received.

You might want to read MSE's Chargeback article first.

It would be helpful if you have email proof of the promise to refund the £14.99.

SCM85

Thanks. Paid by debit card. I have multiple emails from them promising the refund. I'll take a look at that now.