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Very.co.uk - Missing returned item
CookieWales
Posts: 1 Newbie
This is my first ever post on here and I need some advice! I hope I am posting this to the right place.
Where to start. We ordered a fridge from Very.co.uk as we have a very difficult sized gap in the kitchen where our fridge is situated and finally found one on their website with dimensions to fit our space. The new fridge arrived and they took our old one away (an additional cost). Unfortunately when we unpacked the new fridge we found that it was bigger than the measurements stipulated online and therefore would not fit in the space. We contacted Very.co.uk immediately over the phone who stated that the item would be logged to be returned. They rang the delivery man (from ArrowXL) and then told us to ring him in 5 minutes to see if he had permission from his manager to come back, our old fridge could be returned to us (having a 2 year old and a difficult space to work with meant we didn’t want to be without a fridge). The delivery guys returned, collected the new fridge and delivered our old one back.
About 2 hours later we had a txt message from ArrowXL saying they needed to arrange an item to be returned to very. They repeated this txt 2 days later. I then rang them a further 2 days after this to tell ArrowXL that they had already collected this item, retelling them what had happened. All seemed fine on their end with this. Following this I also telephoned Very to make sure that my account had been credited with the correct sum and didn’t show the need to anymore (it was purchased on credit using a Very account). The advisor told me that there was nothing owing on the account any longer.
However, jump to real time and we have just had an email from Very saying that the item has not been returned and now we owe the payment for the item.
Where do we stand on this?
Where to start. We ordered a fridge from Very.co.uk as we have a very difficult sized gap in the kitchen where our fridge is situated and finally found one on their website with dimensions to fit our space. The new fridge arrived and they took our old one away (an additional cost). Unfortunately when we unpacked the new fridge we found that it was bigger than the measurements stipulated online and therefore would not fit in the space. We contacted Very.co.uk immediately over the phone who stated that the item would be logged to be returned. They rang the delivery man (from ArrowXL) and then told us to ring him in 5 minutes to see if he had permission from his manager to come back, our old fridge could be returned to us (having a 2 year old and a difficult space to work with meant we didn’t want to be without a fridge). The delivery guys returned, collected the new fridge and delivered our old one back.
About 2 hours later we had a txt message from ArrowXL saying they needed to arrange an item to be returned to very. They repeated this txt 2 days later. I then rang them a further 2 days after this to tell ArrowXL that they had already collected this item, retelling them what had happened. All seemed fine on their end with this. Following this I also telephoned Very to make sure that my account had been credited with the correct sum and didn’t show the need to anymore (it was purchased on credit using a Very account). The advisor told me that there was nothing owing on the account any longer.
However, jump to real time and we have just had an email from Very saying that the item has not been returned and now we owe the payment for the item.
Where do we stand on this?
0
Comments
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CookieWales wrote: »This is my first ever post on here and I need some advice! I hope I am posting this to the right place.
Where to start. We ordered a fridge from Very.co.uk as we have a very difficult sized gap in the kitchen where our fridge is situated and finally found one on their website with dimensions to fit our space. The new fridge arrived and they took our old one away (an additional cost). Unfortunately when we unpacked the new fridge we found that it was bigger than the measurements stipulated online and therefore would not fit in the space. We contacted Very.co.uk immediately over the phone who stated that the item would be logged to be returned. They rang the delivery man (from ArrowXL) and then told us to ring him in 5 minutes to see if he had permission from his manager to come back, our old fridge could be returned to us (having a 2 year old and a difficult space to work with meant we didn’t want to be without a fridge). The delivery guys returned, collected the new fridge and delivered our old one back.
About 2 hours later we had a txt message from ArrowXL saying they needed to arrange an item to be returned to very. They repeated this txt 2 days later. I then rang them a further 2 days after this to tell ArrowXL that they had already collected this item, retelling them what had happened. All seemed fine on their end with this. Following this I also telephoned Very to make sure that my account had been credited with the correct sum and didn’t show the need to anymore (it was purchased on credit using a Very account). The advisor told me that there was nothing owing on the account any longer.
However, jump to real time and we have just had an email from Very saying that the item has not been returned and now we owe the payment for the item.
Where do we stand on this?
Keep the text messages.
Write a letter to Very outlining what you've written here. Date and timestamp things where you can. They should have a record of your calls.
Send your letter to:
Very
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford,
CM92 1LH
Details at https://www.very.co.uk/help/en/online-help-system.page#help-contact-us. Open up the 'How do I make a complaint?' to see them.
When you post your letter get a certificate of posting.0
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