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“Table and chairs rusted in 6 weeks - no refund”

written by KYoung1000 on 18/08/2017

I purchased an outside table and chairs from Very.co.uk on 23 May 2017.
This was delivered in mid-June and we put it together on Saturday 1 July.
In the 6 weeks since 1 July, the table and chairs have rusted badly. If you sit on the chairs, you get rust marks on your clothes, making the product unusable. There are big rust patches on our patio.
On 10 August, we decided that as much as we love the look of the product, we cannot accept a product that is not fit for purpose and will only degrade further with time.
I contacted Very - first via their Live Chat. They advised me to call their customer service line. I did this and was put through to their 'upholstery team'. The agent on the phone told me that they could not offer a refund. They had to send an engineer to look at the product to verify if it was faulty. If they decided it wasn't, we would be liable for £45. They would not accept photographic evidence.
I did not think this was acceptable - as it means I have to take a day off work for an engineer, and a second day for the table to be collected. Also - if the engineer decides that the rust is our fault - perhaps they somehow think an outside table and chairs needs to be covered whenever it rains, even in summer?! - then I would be liable for £45.
I think this is appalling customer service - showing huge distrust in the customer.
I asked to speak to a Manager. The agent said someone would call me back. No one has called me back.
I then submitted a negative review of the product online. I received a response saying my review had been 'moderated' - i.e. would not be published. Again this is outrageous - can you imagine Amazon doing this? DO NOT TRUST THE REVIEWS ON VERY AS THEY ONLY PUBLISH THE GOOD ONES.
I then filled in the Complaints form on the Very website, attaching photographic evidence. It said I would receive a reply within 48 hours. It has been 7 days and I have received no reply whatsoever.
This is a company who doesn't give a damn about the customer or the customer's rights. I will never buy from Very again.