Very.co.uk - returned faulty item, given full refund to credit card then charged in full

swilling

I returned a faulty item to very and was given a full refund to my credit card.
Then however a few weeks after I recieved a letter asking for me to remove the item, a MacBook pro, from my Apple account or they would have to reapply charges.
I initially ignored this request as I thought it was probably irrelevant as they had already given the refund.
But very then added the full charge to my very managed credit account!
I complied with the letter and removed the item from my Apple account.
Then very insisted that I provide a screenshot of me removing the item from my Apple account, this was not asked for in the letter.
In between all this I have spent hours and hours, and countless calls, calling very and waiting for 20 minutes to 1 hour 20 minutes each time, after around 8 hours maybe I have finally been told that even though I received a full refund very have yet to test the laptop and decide if it is beyond repair, if they can repair it then they will return it to me and the charge stands.
This is causing me quite a lot of anxiety as due to the full refund I had assumed that the matter was complete, so I bought a laptop from a different retailer.
Also I would never have used their credit account to pay for any item, I make a point of never using this type of payment to buy anything.
I feel almost like very have intentionally taken their time over responding to to this and that I have been forced to use their credit facilities, the time for my first payment is approaching and I've no doubt I will be racking up interest while very do nothing to resolve this.
Can anyone tell me where I stand legally? Are they allowed to recharge me for the returned item?

Spank

As it stands you have to wait until they test it.

I recieved a letter asking for me to remove the item, a MacBook pro, from my Apple account or they would have to reapply charges.

I initially ignored this request as I thought it was probably irrelevant as they had already given the refund. - I'm sorry but this is all your fault.

swilling

was it not reasonable to assume that the matter was complete after receiving a full refund, having the purchase removed from my account, and being told similar when talking to customer care?
i may have initially ignored the request but I soon complied.

swilling

why would they refund if they had not completed the process?

swilling

sorry, the exact wording of the letter was; 'when the lock has been removed your return will be credited to your account', they had already done this, hence i thought is was a mistake

Spank

Probably somebody made a mistake.

swilling

but it leaves me at fault?

Aylesbury_Duck

As I see it, they haven't re-charged you for the returned item, they've reversed the refund initially made in error.  It's fair for them to test it's faulty, and it remains your property until the outcome is determined and the resolution applied. 

When they first refunded you, did that refund come with any communication, or was it a case of you noticing the money back on your credit card account with no explanation?

swilling

It was some time ago, but talking to someone at very `i was satisfied it was complete, I can't remember the exact conversation though (i know not much use).
I have this on my account:
'Once we receive this from you [the screenshot of item removed from my Apple account], we will be forwarding this on to our liaison at the returns centre to ensure the account and item is fully credited within 24 hours of our liaison receiving the evidence.'
They have received this evidence

swilling

Even if they are right to reverse the refund, I really really do not want it on my very credit account, why didn't they charge my credit card as per the original purchase?

Aylesbury_Duck

swilling said:

Even if they are right to reverse the refund, I really really do not want it on my very credit account, why didn't they charge my credit card as per the original purchase?

I guess it's something to do with not having authorisation to just recharge your credit card. Might be in the terms and conditions of the account. They shouldn't levy any interest though.  

I've never used Very, but like Groupon, Wowcher, AO and a few other companies, they seem to be the source of a lot of complaints on here, so they're not a company I'll ever use. Your situation is another where they just come across as fairly difficult to work with.

Make sure you've adhered to everything they've asked of you, then write to them asking them for a prompt resolution.