Damaged Delivery

David_WFC

I recently ordered a wardrobe from Very and it's arrived, the item has been delivered and unfortunately part of the wardrobe is damaged.  I've tried calling Very but I get no answer after been on hold for over 2 hours...  I've messaged them via Social Media and I got a response saying due to COVID-19 they're unable to help and to make contact with them after the pandemic is over...  Surely this isn't an acceptable solution?

I paid on my credit card, am I entitled to seek their advice?  Would you advise this?

sheramber

 Due to the risk on infection returns will not be possible at present.
  One of the many  inconveniences of the current abnormal situation. 

Aylesbury_Duck

It is acceptable because it's reasonable.  It's one of the risks of buying things at the moment.  It's not an essential item so whilst frustrating and inconvenient, that's all it is.  Take time-stamped photos of the damage and re-package the wardrobe.  Contact them when normal service resumes and arrange a refund/exchange.

ThumbRemote

I disagree, it's not acceptable at all. If they can continue to trade, they can continue to provide the legally required level of customer service. 

Yes, contact your credit card and see what they can do. 

[Deleted User]

ThumbRemote said:

I disagree, it's not acceptable at all. If they can continue to trade, they can continue to provide the legally required level of customer service. 

Yes, contact your credit card and see what they can do. 

The thing is that the company are by no means alone in this. Every day on the forum brings more reports of companies no longer able to deal with even damaged returns in a timely manner.

 It's just a fact of life with retailers generally at the moment, they just don't have the resources available. 

The credit card company won't action a refund while the lockdown persists and the item itself remains in the customer's possession. 

The OP could certainly instigate legal action, but is that wise given that it would likely take far longer to resolve than simply waiting for the National Emergency to abate? 

ThumbRemote

Moneyineptitude said:

The thing is that the company are by no means alone in this. Every day on the forum brings more reports of companies no longer able to deal with even damaged returns in a timely manner.

 It's just a fact of life with retailers generally at the moment, they just don't have the resources available. 

Whether other companies are doing it too is irrelevant. They've clearly decided they can continue trading; that doesn't give them a free ride to ignore their legal requirements.

Moneyineptitude said:

The credit card company won't action a refund while the lockdown persists and the item itself remains in the customer's possession. 

Are you sure of that, or have you just made it up? After all, given the customer is unable to contact the retailer despite trying, they have no other avenues left to pursue.

Moneyineptitude said:

The OP could certainly instigate legal action, but is that wise given that it would likely take far longer to resolve than simply waiting for the National Emergency to abate? 

The current situation is not going to abate any time soon. We could be in a similar situation with social distancing for 18 months plus. Why should a customer wait indefinitely for their money back because the retailer thinks they are above the law?

bris

Legal requirements are on hold in this situation so suck it  up. No point beating about the bush, it's perfectly acceptable to refuse to handle returns whether you agree or not.

I have a chimney hood to go back to trade point and even though they are now open they still won't accept it you. I can accept this as it's not worth bothering about. A wardrobe isn't exactly an essential item is it.

ThumbRemote

bris said:

Legal requirements are on hold in this situation

According to whom?

mattyprice4004

Buy another, and deal with the damaged item afterwards. 

Aylesbury_Duck

This strikes me as one of the currently common situations where the customer has a legal entitlement but in practice they may be unable to enforce it.  Credit card companies may or may not take action and small claims action will take much longer than the situation will take to be resolved anyway. 

Ultimately, it's a wardrobe. Hardly the stuff of urgency. 

[Deleted User]

ThumbRemote said:

Are you sure of that, or have you just made it up? 

Yeah, "I made it up"-just like the Corona Virus is "made up" ..