'Very' Refund Nightmare

dizco

A few weeks ago I bought some shoes on Very. They arrived in the wrong size. I used their returns process and sent them back via a tracked service. They were received 10 days ago.

As they don't seem to have an exchange policy, only refunds, I immediately placed an order for the right size. I paid. My order confirmation arrived and seemed to indicate the wrong size ordered, so I cancelled the order and immediately placed another, thinking it might have been me. The order confirmation said the same 'wrong size', so I cancelled again.

Stupidly, I placed another order for what I thought was for the right size, only to receive an order confirmation for yet another wrong size. On this occasion I couldn't cancel the order and had to wait for it to be dispatched and I've literally just sent them back.

The customer service agent I spoke to didn't know when my refunds would be processed. I was just told "in due course" which I find wholly unacceptable. I have spent over £261 which needs to be refunded. Apparently the issue was caused by my actual size being out of stock, so I was allocated the next available size, which I find totally ludicrous.

They conveniently have no email address to speak of in terms of customer complaints. Just an automated chat bot and a customer service number. The agents just aren't interested. I feel like I'm going in circles trying to get my money back.

Any ideas as to how I can move this along? Surely Trading Standards would have something to say about their business model / practices.

pramsay13

So you bought the wrong size of shoes 4 times!
I think you will need to just hang tight and let them go through their process. 

Abbafan1972

Thank god I don’t use very anymore! 

RefluentBeans

How did you pay? 

Aylesbury_Duck

RefluentBeans said:

How did you pay? 

Repeatedly.

Ergates

dizco said:

A few weeks ago I bought some shoes on Very. They arrived in the wrong size. I used their returns process and sent them back via a tracked service. They were received 10 days ago.

As they don't seem to have an exchange policy, only refunds, I immediately placed an order for the right size. I paid. My order confirmation arrived and seemed to indicate the wrong size ordered, so I cancelled the order and immediately placed another, thinking it might have been me. The order confirmation said the same 'wrong size', so I cancelled again.

Stupidly, I placed another order for what I thought was for the right size, only to receive an order confirmation for yet another wrong size. On this occasion I couldn't cancel the order and had to wait for it to be dispatched and I've literally just sent them back.

The customer service agent I spoke to didn't know when my refunds would be processed. I was just told "in due course" which I find wholly unacceptable. I have spent over £261 which needs to be refunded. Apparently the issue was caused by my actual size being out of stock, so I was allocated the next available size, which I find totally ludicrous.

They conveniently have no email address to speak of in terms of customer complaints. Just an automated chat bot and a customer service number. The agents just aren't interested. I feel like I'm going in circles trying to get my money back.

Any ideas as to how I can move this along? Surely Trading Standards would have something to say about their business model / practices.

How long ago did you place the 2nd round of orders?  i.e. how long have you been waiting for your refund?

dizco

I paid by debit card.

1) First pair ordered over three weeks ago, arrived in two days, sent back the same day. Received by Very. Still waiting for refund.
2) 2nd & 3rd pairs ordered a day or so after. Both orders cancelled. Refunded for one of them today, not the other .
3) 4th pair ordered a day or so after that, arrived in two days. I've been away so only sent back a couple of days ago. Received by Very. Waiting on contact.

Yes, I'm annoyed at myself for ordering four pairs, but genuinely thought it was my mistake and I was having a senior moment, that is until the agent I spoke to told me "if your size is out of stock, we send the next available size", which to me is completely ludicrous. The orders should have all been cancelled.

It's just a bit messy is all. I won't be using Very again.

the_lunatic_is_in_my_head

Hello OP

If you cancelled (or withdraw your offer) they should refund within 14 days of cancellation/withdrawal, for those dispatched if you exercised the right to cancel they should refund within 14 days of the goods being returned or evidence of return being provided. 

If something off is occurring and you are rejecting the goods they have 14 days to refund from when they agree you are entitled to one (which is matter of fact).

If you returned under their own change of mind policy then they should stipulate a time period. 

The problem is it will take longer than the refund will take to enforce any of this.

@born_again might advise on a chargeback here, technically it sounds as if not as described/non-receipt but may be viewed as cancellation which I don't think the bank chargeback process covers.

born_again

If order was cancelled, t hen only option is non receipt of refund.
But for that you need confirmation from retailer of Date of refund, Amount & last 4 of card, then wait 15 days from that before a chargeback can be actioned.

dizco

Thanks all. The two cancelled orders have now been refunded in full, in very odd amounts. I literally received 8 payments in total adding up to the correct amounts. I’m still waiting on the two orders that were returned. I’ll wait it out a little longer. I have proof of postage / tracking etc.

MrDave_2

I ordered a pair of size 12 trainers but Very sent me a pair of size 10s along with a receipt which had the correct size 12 printed on it. I am still waiting for my refund and even though it is still under the refund timeline quoted my experience is that other companies would have refunded me by now. This is my first experience with Very and I am going to make sure that it is my last.