Very sent wrong tumble dryer but I've used it

tonys312

I ordered a tumble dryer on Very and sorted out delivery. On the day my wife signed for it and when I got back from work I unpacked it and we started using it as we had been without a tumble dryer for a couple of weeks and the clothes had built up.

Three days later Very asked me to review the item and sent me to their website to do this. At this point I thought the picture on the website is not the same as the model they've delivered. When I checked they have sent me the wrong model, one which is cheaper and inferior to the one I'd ordered.

BUT because I have used the model they've delivered they will not accept a return. So what are my options?

The dryer I ordered costs £310 but the one they've sent me is only £190. It clearly shows on the outer wrapper of the packaging the CORRECT model no and in their delivery note attached but the actual dryer inside the packaging is a different model.

I'm getting nowhere with Very, who's customer service is non-existent, but this is clearly their error in sending the wrong model - where can I go from here?

Any help would be appreciated. Thanks.

neilmcl

Yes I agree you are legally entitled to the model you've ordered and paid for, however I suspect Very are being funny about this because they may suspect you're trying to pull a fast one. Your story does, on the face of it, sounds a tad fishy.

You need to get back to them and demand what you paid for or a full refund under the terms of the Consumer Rights Act 2015 (CRA) as they've breached the contract with the tumble dryer not being as described.

Aylesbury_Duck

tonys312 wrote: »

I ordered a tumble dryer on Very and sorted out delivery. On the day my wife signed for it and when I got back from work I unpacked it and we started using it as we had been without a tumble dryer for a couple of weeks and the clothes had built up.

Three days later Very asked me to review the item and sent me to their website to do this. At this point I thought the picture on the website is not the same as the model they've delivered. When I checked they have sent me the wrong model, one which is cheaper and inferior to the one I'd ordered.

BUT because I have used the model they've delivered they will not accept a return. So what are my options?

The dryer I ordered costs £310 but the one they've sent me is only £190. It clearly shows on the outer wrapper of the packaging the CORRECT model no and in their delivery note attached but the actual dryer inside the packaging is a different model.

I'm getting nowhere with Very, who's customer service is non-existent, but this is clearly their error in sending the wrong model - where can I go from here?

Any help would be appreciated. Thanks.

From Very's perspective they have delivered a carton with the £310 model inside it, accompanied by the correct documentation and the customer accepted it, installed it and used it for three days before notifying them it wasn't that model. Their stance is presumably: can you prove we packaged a cheaper model inside the wrong packaging or are you pulling a fast one?

It could be an innocent mistake. If they had done it deliberately, what would they gain from it? I should imagine that most people would spot the problem fairly quickly and Very would be incurring costs collecting and re-delivering.

I'm not sure where you go from here. You may be the victim of a packing error but you may also be trying something on. I can see why you're stuck.

unholyangel

Remind very that even if this was a change of mind return under CCRs, they cannot refuse on the basis of it being used. But this isn't a change of mind return. The goods do not conform to contract and they cannot make you liable for their breach. Within 30 days you have the blanket right to reject goods that do not conform and

Very are pretty much bumbling idiots so you need to be quite assertive with your rights against them.

How did you pay for it? Was it paid outright or on account with them (and if on account, was it the 3 month option or the longer one)?

Hasbeen

tonys312 wrote: »

I ordered a tumble dryer on Very and sorted out delivery. On the day my wife signed for it and when I got back from work I unpacked it and we started using it as we had been without a tumble dryer for a couple of weeks and the clothes had built up.

Three days later Very asked me to review the item and sent me to their website to do this. At this point I thought the picture on the website is not the same as the model they've delivered. When I checked they have sent me the wrong model, one which is cheaper and inferior to the one I'd ordered.

BUT because I have used the model they've delivered they will not accept a return. So what are my options?

The dryer I ordered costs £310 but the one they've sent me is only £190. It clearly shows on the outer wrapper of the packaging the CORRECT model no and in their delivery note attached but the actual dryer inside the packaging is a different model.

I'm getting nowhere with Very, who's customer service is non-existent, but this is clearly their error in sending the wrong model - where can I go from here?

Any help would be appreciated. Thanks.

Had a quick look on the very site and there is a dramatic difference in looks between a model at £190 you have installed and a £310 model you have purchased?

Perhaps sending photos to Very of the one you have installed along with photos of packaging/delivery note details might help your complaint.

sheramber

Very may think you have substituted the cheaper one for the more expensive one you did receive.

[Deleted User]

Hasbeen wrote: »

Had a quick look on the very site and there is a dramatic difference in looks between a model at £190 you have installed and a £310 model you have purchased?

Perhaps sending photos to Very of the one you have installed along with photos of packaging/delivery note details might help your complaint.

That would prove nothing as the OP could still be trying to con them.


@tonys312, you need to take photos of the serial number and model number of the dryer and send them in as proof, they should be able to track it via their systems.

Aylesbury_Duck

Colin_Maybe wrote: »

That would prove nothing as the OP could still be trying to con them.


@tonys312, you need to take photos of the serial number and model number of the dryer and send them in as proof, they should be able to track it via their systems.

That's a good suggestion but if the mistake was made when the item was packed at the place of manufacture, it's possible that it won't help.

I'm off to Very's site now, hoping to get a £310 model that's packed somewhere in the carton for its cheaper stablemate!

[Deleted User]

I don't see any manufacturer that offers a £190 one and a £310 one. The chances of a different model being in another manufacturers box is non-existent.

All the cheap ones are so obviously different than the more expensive ones you would have to be a blind fool to not tell the difference when it arrived. I'm calling shenanigans on the OP.

Fosterdog

Even if the manufacturer was the same large items like tumble dryers often don't have vastly different models all in the same production area, sometimes not even in the same factory or same country. A range of similar models with just slightly varied features are likely to be produced together but the further apart they are in terms of design and features the higher chance that they are not produced near each other.

Add to that, particularly items packed using polystyrene the polystyrene is specifically moulded to the correct shape for the model meaning a completely different model wouldn't even fit in the packaging for the incorrect model.

Hasbeen

camelot1971 wrote: »

I don't see any manufacturer that offers a £190 one and a £310 one. The chances of a different model being in another manufacturers box is non-existent.

All the cheap ones are so obviously different than the more expensive ones you would have to be a blind fool to not tell the difference when it arrived. I'm calling shenanigans on the OP.

That what I was being diplomatic about. If I bought a top of range item and received a cheap substitute, well perhaps I might notice?