Strange generic response to very complaint on resolver

thunderb0lt

Hi

It has been nearly a month since I cancelled a very order consisting of two items. I only received partital refund for one of the items. I am yet to receive refund of second item and delivery charge (no delivery was attempted, I cancelled order day after placing it). When I contacted very customer service and chased they said it was due to a technical fault that I didn’t receive full refund and it would be with me within 5 working days.

Well it has now been 3 weeks since. This morning I decide to submit a complaint via resolver seeing that there is no way to complain other than by telephone or chat.

I received a generic response, was unable to read the entire message on iPhone but it seems they are saying they can’t access my file due to using 3rd party service and they are referring me to their chat system. Does this not defeat the point of resolver.

I want their to be an audit trail. What are the options fir next steps. I am owed £264.

Thanks

hollydays

?from their website
If you have registered your acount online, you can contact us via secure webmail by signing into 'My Account' and click on 'My Details', 'Account Queries', 'I have a query' then 'I have a complaint'.
Or you can write to us at:
Very
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford,
CM92 1LH

unholyangel

thunderb0lt wrote: »

Hi

It has been nearly a month since I cancelled a very order consisting of two items. I only received partital refund for one of the items. I am yet to receive refund of second item and delivery charge (no delivery was attempted, I cancelled order day after placing it). When I contacted very customer service and chased they said it was due to a technical fault that I didn’t receive full refund and it would be with me within 5 working days.

Well it has now been 3 weeks since. This morning I decide to submit a complaint via resolver seeing that there is no way to complain other than by telephone or chat.

I received a generic response, was unable to read the entire message on iPhone but it seems they are saying they can’t access my file due to using 3rd party service and they are referring me to their chat system. Does this not defeat the point of resolver.

I want their to be an audit trail. What are the options fir next steps. I am owed £264.

Thanks

Resolver are just offering a service, like many other companies do.

Resolver have no powers and retailers are not obliged to engage with them unless they have signed up to resolvers services and have agreed to be bound by resolvers T&Cs.


Having dealt with very before....my advice is to be as clear & concise as possible. Either email them one last time stating that under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you should have been refunded no later than 14 days of you cancelling the contract (since you never took possession of the goods). If the refund is not received promptly and without further delay, you will be claiming all losses you have incurred due to their breach.

Alternatively, put the above in a proper letter to them, title it letter before action and instead of the promptly part, write that if a full refund isn't received within 14 days, you reserve the right to commence legal proceedings without further warning or communication, at which time their liability for damages may increase.

mattyprice4004

As above, they don’t have to use Resolver if they don’t want.