HELP! Bought a laptop from VERY, misleading information and they won't let me return! what can I do?

littlesimsxo

Olinda99 said:

Did you pay by credit card?

Buy now pay later - 12 months. They had a 10% credit back offer code so I used that as it worked out a little cheaper. Probably makes it a little harder? 

Manxman_in_exile

I'm a complete techno-phobe and techno-idiot and have no idea about the computer specifications etc you are talking about.

But if you are satisfied they have delivered something that isn't what you ordered, you should pursue this with them.  Go back to them and explain the law as we have outlined earlier.  Explain that you are exercising your statutory consumer rights under the law, and that you are not using their own returns policy.

If they don't play ball you may have to sue them.  (Come back here if that is the case as you have to follow a certain procedure.  Traders will often back down if you follow the correct steps and show you are serious about suing).

Olinda99

IF this BNPL is classified as a 'credit agreement' then you have section 75 rights in the same way as if you had used a credit card.

Did you get anything that looks like a credit agreement?

Edit: looks like it might be. "Very Pay credit provided, subject to credit and account status, by Shop Direct Finance Company Limited. Registered office: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Registered number: 4660974. Authorised and regulated by the Financial Conduct Authority. Over 18's only."

littlesimsxo

Manxman_in_exile said:

I'm a complete techno-phobe and techno-idiot and have no idea about the computer specifications etc you are talking about.

But if you are satisfied they have delivered something that isn't what you ordered, you should pursue this with them.  Go back to them and explain the law as we have outlined earlier.  Explain that you are exercising your statutory consumer rights under the law, and that you are not using their own returns policy.

If they don't play ball you may have to sue them.  (Come back here if that is the case as you have to follow a certain procedure.  Traders will often back down if you follow the correct steps and show you are serious about suing).

Thank you! It’s literally just the fact they’re using different photos online to advertise this laptop and sending me one that is different! I have all screenshots of the keyboard on the website and my keyboard and there’s multiple difference. It may be a minor issue and sound really petty but it’s the wrong item, they’re £1000+ laptops and when I’m paying for something of that price, I would like exactly what I think I’m paying for. 

They’re now refusing to speak with me as they’ve had to escalate my complaints to a separate department (the financial/complaints department) so very refuse to deal with my requests now. I’m still waiting to hear back from them! 

I think I may end up having to go down this route. I hate complaining about things like this, I feel so silly but I’m so frustrated with how they are refusing to accept responsibility. 

I’ll keep everyone updated and post back if anything needs to go further!! Thank you all so much for the help, I appreciate it. 

littlesimsxo

Olinda99 said:

IF this BNPL is classified as a 'credit agreement' then you have section 75 rights in the same way as if you had used a credit card.

Did you get anything that looks like a credit agreement?

Edit: looks like it might be. "Very Pay credit provided, subject to credit and account status, by Shop Direct Finance Company Limited. Registered office: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Registered number: 4660974. Authorised and regulated by the Financial Conduct Authority. Over 18's only."

Yes it’s a credit agreement, how do I go about this? 

I can’t even request a returns form online - even if I click “doesn’t match description” it says I may be unable to return so have to ring them. I’m going around in circles… 

I just want to send it back and get the credit taken off my account so I can go elsewhere. 

Ectophile

You contact the credit company directly.  Mention the Consumer Credit Act.  Tell them about the problems with Very.  Ask for the credit agreement to be cancelled.  If you have paid any money up-front, then ask for that to be refunded too.

powerful_Rogue

As already pointed out, keep it simple. I ordered Laptop A, they sent me Laptop B. Let them ask the questions about the differences so as not to confuse things.

eg - Laptop A does x,y,z. Laptop B they sent doesn't do x,y,z

littlesimsxo

Still no update - the Very complaints department still haven’t gotten in touch with me despite saying it would be less than 72 hours. I’m seriously at a loss as I don’t know how to move forward as nobody will speak to me about it.

I have even gone as far as emailing the CEO regarding this too. I’m stumped 😩

redped

@littlesimsxo - which laptop did you buy?  From a look at Very and then Dell, is it https://www.dell.com/en-uk/shop/gaming-and-games/g15-ryzen-edition-gaming-laptop/spd/g-series-15-5515-laptop/cn55409sc11?

If so, Dell's site lists the spec as "Internal UK/Irish Qwerty Backlit Keyboard with Numeric Keypad (No G-Key)" and there are some discussions about the the lack of G key which should be on the F9 key, e.g.:

https://www.reddit.com/r/GamingLaptops/comments/qq9dsr/got_my_dell_g15_5515_ryzen_edition_it_has_no_g/

https://www.dell.com/community/Inspiron/Dell-G15-5510-white-keyboard-no-G-key-question-No-Game-Shift/m-p/8110157#M134542

So it's possible that Very are actually correct when they say they've sent you the right laptop, it's just that the images of the keyboard shown on Very's site (which come from Dell) are likely of a non-UK laptop - Dell themselves often use US-spec images, e.g. they have the following US image on the UK site for the G15-5515 - https://i.dell.com/is/image/DellContent//content/dam/ss2/product-images/dell-client-products/notebooks/g-series/15-5515/media-gallery/laptops_g-series_g15-5515-phantom-grey-white-kb_gallery_1.psd?fmt=png-alpha&pscan=auto&scl=1&wid=4000&hei=4000&qlt=100,0&resMode=sharp2&size=4000,4000

Olinda99

No need to be at a loss - do what @ectophile says and contact the credit company