Infuriating & incompetent! Rubbish website!

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Guest's review of Very www.very.co.uk

“Infuriating and incompetent! Rubbish website!”

Written on: 13/05/2013

Shopping with Very is beyond frustrating. I have put off buying from the site previously simply because the website is so incredibly slow. I wish I didn’t like some items so much that I actually attempted to order some goods. You have to select a delivery date and time for each item (where is the tick box to say you want all your items delivered to the same place?) It would not accept my Flat OR work address. I could not enter a mobile number for the delivery address.

And then we get on to the delivery…..I selected Saturday 07:00 – 12:00. At 12:15 I check the website and it says there was no access to the building…..incorrect. Nobody rung me, the door bell did not ring. I phoned CS and was on the phone for 21 minutes (I was on hold for 10 of those) and I supplied the address for my work as I would not be at home during the day, and told delivery would occur on Monday to this new address. On Monday I check the website to see where my order is and it says that a card was left at the address as nobody was home – this was not the new address I supplied! When I rung CS again I was informed that the new address I supplied was not within their delivery radius (Chertsey in Surrey just outside the M25???? – hardly the middle of nowhere!) I have now arranged delivery to my boyfriends work address for Tuesday. Fingers crossed it arrives because apparently if not the goods are returned and the order cancelled.

At no point was I contacted about these issues with delivery, it is only because I can access the internet that I realized there were problems. My delivery charge was removed from the bill so some good came out of it.

All around a Very annoying experience. I only hope that the items fit so that I do not have to go through the hassle of returning the goods!


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Veryrepresentative's Comment

Written on: 13/05/2013

Hi there,

We are sorry to hear of the issues you have had with your order.

If this is a new account then no alternative address will be accepted at checkout other than the account address for security reasons until we have built up a shopping history with yourself.

Some orders can be re-directed depending on the security of your account; however, if the re-direct has been accepted at our end, it is dependent on whether the depot can re-direct it. Some parcels go to a local courier who only delivers items in his/hers area within a 2 mile radius, so if the alternative address id outside his/hers area then this is not possible.

We don't contact customers regarding their delivery unless there is an issue that the depot have advised us of as we give the facility for customers to track their orders via their online account.

If you would like to email Network@VeryHQ.co.uk with all of the details, we'll do what we can to ensure the items are delivered and we will be sure to pass on all of your feedback.

Many Thanks

Lizzie
Very Network Team x

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Beckym24's Comment

Written on: 14/05/2013

Thank you for your reply to my comment.

I however do not feel that it answer's some of the issues. I would also like to add that right now I am so unbelievably disappointed with Very.

I have spoken to customer services TWICE now and twice I have given a new address and twice these addresses have not been passed on to Yodel. I understand that the first new address I provided was in a completely different area - but Chertsey must receive parcels? I was NOT told on the phone by CS that this was not possible, I was just left to believe that this new address was ok and that my parcel would be delivered there. I then speak to customer services and provide them with another address which is 2 minutes walk from my home address so therefore I know that it is within the allotted area for the courier to deliver to.

Today I notice that my package has not been delivered to a new address because the courier is having trouble finding the address. I ring Very again who are no help whats so ever! They tell me to call Yodel. I call Yodel and they have not been informed about this new address (or the previous new address). What is wrong with Very????? Absolutely shocking service!!!! I have had to email Yodel this new address as I cannot give it to them over the phone, the only way they can get a new address is via email or from Very…..VERY DIDN’T DO THIS! Maybe it will be 4th time lucky now that I have sent them a new address via email. Right now I am just amazed at how awful this transaction has been. I have written reviews on other sites and I will definitely reply to my own reviews with this update. I know Very will do absolutely nothing to amend this massive disappointment so I may as well make others aware.

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