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

Ectophile

I suggest you contact Very credit - not the retailer, but whoever runs their credit system - and demand a refund of the unauthorised charge.

swilling

The credit company is Shop Direct Finance Company, part of the same group, so I can see it helping to be honest

swilling

sorry, that was supposed to be 'I can't see it helping'!

unholyangel

swilling said:

The credit company is Shop Direct Finance Company, part of the same group, so I can see it helping to be honest

They're a different entity (even if part of the same group) and you have rights against them and can also complain about them (for free) to the financial ombudsman. 

Assuming the original purchase was straight to your card (and not via your very account) then they can't just lump the charge on there because it suits them. Credit is heavily regulated. 

But when did you receive the laptop and when did you notify very it was faulty? If it was within 30 days they can't insist on a repair.. 

Ectophile

swilling said:

The credit company is Shop Direct Finance Company, part of the same group, so I can see it helping to be honest

Doesn't matter.  They are a credit company and you have legal rights against credit companies, whoever they are associated with.

If you don't get the right answer from them, raise a formal complaint.  If that still doesn't work, you can go to teh financial ombudsman.

swilling

Thank you for the info.
I notified Very that the item was faulty less than 30 days after I received the item.
I received a letter from Very today stating that they sent it to an Applied approved repairer, they really are just not interested in anything I tell them.
I'm not sure what to write to Shop Direct Finance Company, do just straight out demand they remove the charge, or provide more detail?

KeithP

MSE's Section 75 article will help.

bris

Have they agreed it's faulty or are they sending it away to the apple repairer to confirm it's faulty? They are allowed to confirm the fault before they refund.

swilling

bris said:

Have they agreed it's faulty or are they sending it away to the apple repairer to confirm it's faulty? They are allowed to confirm the fault before they refund.

Maybe but they had already fully refunded me once, I think it was fair to assume they had confirmed when they did that. They then 'reversed' the refund, which I do not think is reasonable

Spank

It is reasonable & it is fair. You are claiming that it is damaged, they have the right to confirm that. The only thing that they have done wrong was refunding you by mistake when they did.