Worst customer & delivery service! Stay clear

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Very www.very.co.uk
★☆☆☆☆
1.3
7.0% of users recommend this
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Sharonao's review of Very www.very.co.uk

“Worst customer and delivery service! Stay clear”

★☆☆☆☆

written by Sharonao on 26/06/2016

This is part for the complaint letter i wrote to Very....
Dear Very
As you will see from my buying history I have ordered the Amelia sofa bed. The first time it arrived the back was broken. I called to return the item and I had the 'pleasure' of speaking to your South African branch who were very unprofessional and I came off not trusting that she did the refund. I called a couple of days later and was right no refund had been processed or return collection and they forgot to mention that I need to speak to the upholstery department. I talked to the upholstery department who did the necessary changes and said that the delivery company will be in touch. They never got in touch, I had to call them (35 mins on hold) to make sure collection and delivery on the same day. They didn't offer a Saturday which is actually when I started loosing my patience as every time I take time off work I don't get paid as I am a temp. So the new sofa got delivered and faulty sofa collected on Friday. It was about 30 mins after the delivery guys left that I realised the arm rest had been snapped in half.
I spoke to your customer services person on Friday. My biggest issue is I would have to take another day off for collection which I just can't afford to do again. She spoke to the delivery company while I was on the phone and they said they do Saturday deliveries but I must call tomorrow.
I called (30 min wait) for them to tell me they don't have any Saturday's available for the foreseeable future. That's the end of conversation and was told there was nothing at all they could do to help.
So I called you back and I was then faced with one of your 'Customer service' reps. I simply stated the fact that Very should feel obliged to help and at least try and see what they can do about Saturday delivery. His response was what makes you think that you are special why should you be considered over other people....tell me why you are so special.. I was upset but I never spoke to him in a way that would be deemed as a personal attack which is what he did to me. I have taken two days off work to receive goods which arrive faulty not that any one at Very cares because apparently I'm not special. Then to top it off he started to question me about how your delivery service works..does your employees not know how the goods they are selling is being delivered! It was obvious by his remarks and asking questions but at the same time not listening to my answers that he was trying to catch me out and prove that the delivery service is not as inconvenient as I'm making it out to be. I don't know his name but I made the call today at 09.37 Sat 25th if you would care to investigate.
I personally don't blame the delivery company as my transaction is not with them it's with you! you can't just take people's money and wipe your hands off them and push responsibility on a 3rd party. The delivery company didnt even apologise for delivering the items in the state that it was. I don't believe that they don't ever have a Saturday free for a collection of goods that they delivered faulty, twice!

  • Amelia sofa bed

    Goods purchased & cost

  • Customer Service

  • Quality of website

  • Value For Money

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