VERY - unhelpful

AndreaTaylor

I purchased a Washer/Dryer through Very in April 2022. After a short while there was a fault and Hoover send someone to repair it. Several faults and repairs later I had a whole new drum and concrete block replaced. But once again, the machine had a fault after just a few weeks and a replacement machine was delivered. However, the replacement has also been faulty and the engineer who came to try and repair it said the part he needed to fix the dryer sensor would take a few weeks to arrive but he didn't know why it was leaking so even with the new part it is still not going to work properly. So I have now  been without washer/dryer for over a month  and yesterday Hover said the part had still not arrived and cancelled the repair due for today. 

I am a nursing student currently at Uni and I have a 12 month old baby so it is a massive inconvenience to me to have to get all of my dirty laundry in the car, along with my baby, take it to my mothers so she can wash it and dry it and then go back to collect it when it's done. I am having to to do this 2 or 3 times a week.

All I want is a refund so I can purchase another machine. (not a washer/dryer)  I have been sold a faulty machine, not once but twice and I am so tired of rearranging dates for childcare and studying or finding someone to be in when an engineer is coming. Very just tell me to contact hoover, Hoover tell me they have to repair it! What can I do?

Aylesbury_Duck

It sounds as if Very are treating this as a warranty situation, whereas you're better off exercising your consumer rights.  There is no quick solution I'm afraid, but you should write to Very and reject the machine, setting out the problems you've had in a timeline and insisting on a refund or you'll take them to small claims court.

Post the letter, get proof of postage (no need to pay for recorded delivery) and let us know if they respond.

In the meantime, could your mother lend you some cash to buy a second-hand machine to tide you over?  Could your university provide a small bursary or loan to help you with this?  A good university will do so.

MalMonroe

Hi, and welcome.

Very is the retailer here, they should be sorting this out for you. This is your right under the Consumer Rights Act 2015. And Very should be aware of that fact, instead of trying to fob you off by telling you to contact the manufacturer.

Info in the following link about your consumer rights - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#faultyrefund

(Worth reading, although I know it's a bit long).

I'd also want some compensation for the inconvenience suffered.

You could also contact the Ombudsman for Domestic and General Services -

https://www.ombudsman-services.org/sectors/domestic-and-general

These things may take time and I know you need a washing machine now but you do have rights and Very should be helping you to get your machine fixed, at the very least. As the retailer they know that. Do keep on at them. They're happy to sell goods but they don't like it when things go wrong. They are the ones who should be chasing Hoover, not you. 

I wouldn't be wanting to buy Hoover again, though, tbh.

PS That isn't your real name, is it?