Very's very Bad service...

A question about : Very's very Bad service...

Below is an email I sent to Very, one of many I might add.
They also asked for my details of which I had already furnished them with several times already.
I am still awaiting a reply to this email, hmm I shan't hold my breath.
I ordered a Swan Oil filled radiator on 19/01/14 this arrived 20/01/14 & on the 21/01/14 I tried to use the returns section on the Very website.
This does not work as it does not allow me to click & select the check box next to the item thus not allowing me to progress to stage 2 of the process.
I then used the email & received a confirmation email saying you would contact in 6 hours, you did not.
In the mean time prior to any human contact by Very I received an automated phone call from Very requesting I press the number 1 and after press any key to continue which I did, however, this just did not work and went round in a loop.
I tried further emails with just the confirmation email being returned.
I did search the web & found many people complaining about the utter & complete non-existence of customer service via Very.
During this I also found a message platform on the Very Facebook which gave a response from Andy F. I also finally got an email from Nicola at the Very help team who said she had arranged for collection on 24/01/14, this did not happen despite my staying off of work all day 7 am - 7 pm!
So the returns section on the Very web site doesn't work.
The automated phone call does not work.
The email queries@very.co.uk does not work.
The collection of goods does not work.
Does anything at Very work?
I have been keeping all my emails because according the Office of Fair trading emails do constitute a correct medium for cancelling an order and requesting a refund and anything else to do with communication via distance selling companies. It also goes into a lot of other things that Very are clearly flouting the law over regards distance selling but that will wait for later.
Very really does need to gen up on this area of selling.
I am looking to my day in court with Very, I have taken video of the product to ensure when this product does finally get to be returned Very cannot say it is damaged. yes video and not photo so Very can't say they have been Photoshoped, that's how much I distrust Very.
I shall also be publishing on Facebook all these emails and on every other blog that has popped up, which are many along with all the other people complaining about the disgusting lack of customer service and the way we are treated.
I want this item collected and my account showing a zero owed balance.

Best answers:

• I also had problems with Very and closed my account.
• I shall as well once this matter has been sorted, my Fianc!e is going to do the same with her account.
• Dam, it sounds like you have had alot of problems. you seemed to of used every way to contact this company. You mention you are now going to court, are you considering this option? have you asked trading standards what next course of action to take?
  one last thing, welcome to moneysavingexpert.com I really hope you get this problem addressed soon, sounds like there customer service is pants. these companies often make it easy to order and pay for things, but spends little on returns/complaints
• I find Very's small print a complete scam - I would never use it. My sister racked up Ј300 worth of debt and I ended up paying it - OK that was her fault but its all done to scam people. Buy now pay in 12 months interest free...but if you pay a day late it whacks on the 12 months interest at whatever stupid percent it is...
  I've seen a couple of nice things on very advertised but I won't touch it with a barge pole.
• Yes I have been trying to rebuild my credit and finally managed to get a credit card, which I have set up to pay in full each month via DD. I am only using it to build the credit and so am only purchasing items I already have the money for set aside.
  So I'm hoping this matter can be resolved soon as it may effect what I'm trying to achieve!
  It turns out that the automated phone call to myself was nothing to do with the item I was trying to return but in fact although they had delivered the item in less than 24 hours they hadn't done a full credit check & after which decided that the account wasn't authorised! So I'm not sure if I have an account or not even though it shows on the web site that I have a credit line of up to Ј500 minus this item at Ј44.95.
  So okay I haven't paid for this item but then again it may effect me worse than if I had done so upfront.
  It's incredible that they don't check first before sending items out!
  Just shows how easy it is to get in trouble if you're not savy about you're own ability to pay for things.
  They even flout several distance selling laws by saying certain things such as you can't send something back if it's been used or assembled.
  Well that's not strictly true, only bespoke items even then may come under this rule.
  The Office of fair Trading site clearly states you can assemble & test items & still return them, even certain bespoke items!
  It goes on to say you don't even have to disassemble such items in some circumstances!
  There are quite a few other such things that Very's returns do/don't say that contradict the OFT rule & regs.
  I shall keep this blog updated as & when, but please spread the word, it's not that Very are bad at providing an item or slow at delivery or their prices are bad.
  It's when you have a problem that it can't be fixed.
  I have searched the web & there literally hundreds of blogs all over the place, even on their own Facebook page of people complaining, just shows that we as consumers need to check the company even or especially when they are a large one & fall victim to our won assumptions that being established means they have good after care!
  From the numerous other complaints splattered over the web I hope they go down.
  Oh one big pointer, they are owned by Shop Direct which also own isme, Woolworths, Kandco & Littlewoods. Take a look at Woolworths, isme & Very websites particularly & you will see they are all the same almost.
  But just search for directors of Shop Direct & you will come to here;
  due to being a newbie I can't post a link but add the 3w's to this...
  shopdirect.com/news-media-page/press-office/
  Cheers for every ones support.
• Try option 2 > Help me with something else > Speak to an advisor. Those 3 steps always get me put through to an advisor and in over 10 years, I've never had problems connecting to them.
  With goods you don't need to speak to an advisor/contact Very. You fill out the returns form which came with the item, put it in the box and take it to the post office or drop it off at a click & collect shop.
• Hello tracie_80, I looked at he collect+ site before hand and they only take parcels which weigh less than ten kilos.
  This weighs almost 12 kgs.
  Thank you for thinking of it anyway.
  I have received an email from Very and they said they would try to get the collection driver to pick up after the time I said I would actually be leaving for work.
  So I have had to send them another email to hopefully set them straight by politely telling them of their reading error!
  I'll keep the blog updated on Wednesday if they have picked it up.
• They generally wont refuse a parcel as the shops will get their handling payment.
• They are complete idiots I agree, many years ago I ordered a chest of drawers, they arrived and my flat mate offered to assemble them whilst I was at work, when I got home she had put them up and they were the wrong ones, it took weeks of phone calls to get them to take them back, they said cos they had been built they couldnt be returned and I said it is not my fault you sent the wrong ones, they were just in a brown cardboard box, so you wouldnt know anyways......
  Last week I received a text with Ј30 off your next Ј60 spend, so yesterday I perused and picked Ј60 of clothes, put the code in.............guess what??????? not valid, made a phone call got passed to 3 different people, then told order the stuff anyways and hopefully you will get a phone call by 15th June (when voucher runs out) and it will be sorted out..........seriously what fabulous customer service!!!!!