Problem with a refund from very.co.uk

[lyonsdown]

I know this is more of a consumer question, but I'm having a major problem with online store very.co.uk.
I bought an iphone for £700, and it was faulty (it kept shutting off randomly).
Obviously I wanted to return it for a refund.But they told me I had to contact Apple first to tell them of the fault.This I did, and Apple gave me a reference number.
Very told me to send it back with the ref number, reason for return,etc.
I returned it 3 weeks ago, and still no refund.Every time I email or phone them I get this bland assurance everything is ok.They told me they have received the phone back.

My contract is with Very, not Apple.So why haven't they processed my refund?
I've read loads of terrible reviews about Very, and I would never buy from them again.

I paid by paypal, with £550 on my credit card, and £150 from my paypal blance.So even if I go for a chargeback that isn't going to get all my money back.

I just get the impression Very are a bunch of shysters who'll do anything not to give you your money back.

I'm at the end of my tether, for what is a lot of money.
What can I do?

 

[kulture]

Sue them. Try moneyclaim online. They have to adhere to the law.

 

[IanC6571]

I had a similar problem with Very at Christmas when I purchased a Samsum Tab. As I had paid by Paypal, I opened a paypal dispute and only communicated through that after my first Email to Very.
I set out clear dates by which I wanted it sorted and told them, I would also escalate the dispute to Paypal, I got a full refund. Also provided photos of the product showing the fault. Received a full refund of payment within about 10 days.

 

[The Sheriffs Office]

I agree with Kulture.

Issue a Letter Before Action setting out your position giving them 14 days to pay.

If they refuse to pay or ignore it then go to a solicitor or to moneyclaim yourself - http://thesheriffsoffice.com/services/money_claim_online

If they still don't pay and you get judgment you can then enforce it - http://thesheriffsoffice.com/high-court-enforcement/enforce-money-judgments

I doubt it will come to that but the LBA and the issue of proceedings will surely focus their minds.

 

[ethical PR]

Have you tried complaining via social media....FB & twitter - this will quite often escalate your case make sure you use hashtags for #iphone to increase the reach of your posts.

 

[The Sheriffs Office]

ethical PR makes a good point and certainly worth trying first.

 

[lyonsdown]

Eventually got a reply from them saying they have sent the faulty iphone to Apple to test!
But my contract is with Very, not Apple.
What happens if they say its not faulty and won' t refund me?

 

[ethical PR]

As this is a consumer rather than business issue, you'd probably be better off checking out one of the consumer forums for advice, the CAB and reporting the issue to your local trading standards.

 

[Ally Maxwell]

As others have said, Twitter is a very effective way to get some action. No one likes lengthy complaints to be aired in public.

 

[lyonsdown]

they have had my returned phone for about 28 days.
they have just emailed to say they need it for another 28 days with their"com;iance" dept before they make a decision!!
What do i do now?

 

[paulears]

Have you talked to paypal - it's a consumer transaction so they can always do a reverse charge if you have the evidence.

 

[Ally Maxwell]

they have had my returned phone for about 28 days.
they have just emailed to say they need it for another 28 days with their"com;iance" dept before they make a decision!!
What do i do now?

Try reading some of the replies and following their suggestions ?

 

[lyonsdown]

Just had an email from Paypal to say I'll be getting the refund! Let's hope it actually does happen.
I cannot emphasise enough how awful Very.co.uk are as a retailer.
The internet is packed full of bad reviews about them.
I'll NEVER buy anything from them again, and I suggest neither do you.