Very complaint- HELP please

mrsmarried

My husband ordered a new fridge with Very a week before xmas. On 20th Dec he recieved a message saying "your chosen delivery date is 23rd Dec... please click link to confirm". 

My husband did this and recieved a text to say it will be delivered by ArrowXL on 23rd Dec between 9:45am-12:45pm with a tracking link. 

Then on 23rd Dec at 6:30am he was sent another text saying it will be delivered between the times given and another tracking link. 

We made space by removing our other fridge and had an order with our Xmas food coming that evening... 

At 10am on 23rd Dec he got a text saying it could not be delivered today. 

It spoilt our Christmas and after after 10 phone calls to both companies and 3 promises from managers to call him- he still hasnt been able to make a complaint or speak to a manager. They have said they have tried to call him on two occasions and have gone through to voicemail but he has not recieved any calls or voicemail messages. 

Please can anyone offer any help or guidance? 

Thanks

Diamandis

What outcome do you want?

visidigi

So between 0630 and 1000 was the old fridge in a position to be restored back to where it was removed from?

Its going to take some time to be investigated so 10 phone calls in 1.8 days they have been realistically open (christmas eve and today) means you might need to be a bit more patient, but when they do make sure you have your ducks in a row and can prove you mitigated the issue.

e.g. the van could have broken down, the staff could have called in with COVID etc etc.

pinkshoes

Why couldn't you use your old fridge and just plug it back in?

Has the new fridge been delivered?

If not, then cancel and order from elsewhere perhaps?

It's the Christmas holidays as well as January sales time so they will no doubt be busy. Have you emailed them rather than phoning?

mrsmarried

Item was ordered on the 20th. 

Cancelled during the window of the delivery time given. 

Several calls back and forth with Very and ArrowXL just to find out what had happened and new delivery date.  

Promised call back by Manager on 23rd. Rang 24th- Manager to call back within 4 hour window- they didn't.

 27th Called twice- after Manager wasnt available and we were told cannot complain at this point. 

28th Called again and told Manager will ring. No complaint dept available. 

29th  still couldnt make a new date for delivery as they still have no idea what has happened with our fridge and Manager still not available 

Old fridge not working properly so freezer food had to be turned away when Tesco arrived.

Outcome- 
A good quality new fridge delivered ASAP.

visidigi

mrsmarried said:

Outcome- 
A good quality new fridge delivered ASAP.

Cancel and order from someone else then in that case.

mrsmarried

If we are ordering from Very please understand it is because he has an account and it is interest free for 12 months. Not an option elsewhere for us atm. 

visidigi

Basically your right here is to cancel the contract and be returned to the position from where you came. They cannot be forced to supply you with the goods. Equally if you become too much hassle to do business with they can also terminate the agreement by advising they are no longer able to supply the requested goods.

If you can only use Very (other interest free options are available) then you will have to go through their internal escalation process and wait fro them to reply to you on your request.

Aylesbury_Duck

As a practical step, see if you can get a really cheap or even free temporary fridge/freezer. Many local Facebook groups, freecycle, etc, will have them.  It'll tide you over whilst you sort it out.

mrsmarried

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

Penguin_

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

But they do have a complaints process... Complaints - Very (capitalone.co.uk)