Very Reviews

Name: Very
Rating: 1.72

1.7 Rating 1,686 Reviews

17 %

of reviewers recommend Very

About Very:

Very is a relatively new brand, first launched in 2009, but it has quickly become one of Britain’s best known fashion retailers. Very is an online department store that stocks over 50,000 products from the new catwalk trends through to the most iconic new tech on the market plus some of the biggest brands on the planet and unique collections from celebs like Fearne Cotton and Holly Willoughby too.
We understand our customers have busy lives, so we make sure we can help in every way, from flexible payments to bespoke delivery times - we can even help insure their pets!

Visit Website

Phone:

08448 222 321

Email:

queries@very.co.uk

Location:

United Kingdom
Liverpool

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Anonymous

Anonymous // 01/01/2019

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“I have had a catalogue of problems with Very this year. The first being that I ordered a TV unit with I later discovered was missing an integral part to its function and finish. I contacted Very’s ‘very’ poor customer service line at the end of August and after 2 or three attempts I managed to have a representative confirm that the specific replacement part would be sent out to us as soon as possible but may take up to 2-3 weeks. I found this acceptable rather than disassembling the unit and sending it back. But this is where it all begun. After 3 weeks nothing was received nor was there any communication to follow this up since our phone call. I was due to move to another property and called Very as I had had not received the within the time I informed them. I also did this for an order I had placed for two pairs I was informed the second pair of boots and TV unit part would be delivered to my new address and everything had been updated on the system accordingly. A few days later I received an email to inform me delivery of the boots I had ordered had been successful. I called up and queried where the boots had been delivered as I had certainly not received them. To my astonishment the boots had not been delivered to my old address by accident, as I expected but to an old work address. I told the advisor they were responsible for this mistake and would have to retrieve the item as I live in East London and did not work for the company anymore. Appallingly this was met with defence and ended up in a truly unprofessional advisor shouting at me. She would not listen to me at all, I was merely trying to tell her that I had the order in front of me and both boots had been ordered at the same time with one pair being delivered to the right address. However she had no interest in listening to me and as busy going off on a tangent about the order being my responsibility. Eventually she calmed down, after me threatening to report of boots, where one pair was delayed due to a stock issue, but the first pair was still delivered successfully to my old address, before I moved out. I was reluctantly put through to a manager who seemed to be helpful at the time. After explaining the situation the managed arranged for the items to be collected. She informed me that I would not be able to have the item redirected to the correct address and it was currently out of stock. Therefore all that could be done was the item being collected and issuing me a full refund, begrudgingly I accepted this. As I was on the phone to a manager I seized the opportunity to query where my TV unit was. To my dismay I then discovered that my details had not been updated and they still had my old address on the system, explaining why they were unable to locate my account when I initially phoned. Rather than apologizing the manager insisted that I should have not been told it was possible to change an address on the phone and I would have to send my new postal and billing details to Very in the POST. This seemed ludicrous and I expressed my dissatisfaction and unwillingness to do so. Surprisingly the manager then offered to log in to the system and see if she was authorized to do it herself, manually. This was done successfully. I was then told that the missing part would be with me within two weeks. This was the start of the ongoing farce that I am still find myself in. Since then putting the missing part aside, which I shall readdress later. I called Very at the end of October as the figure for the take 3 payments on my account was incorrect. The balance on my account was roughly £150 however the figure for my take 3 was £76. I called up to challenge this as it defied the purpose of a 3 installment payment, if it was higher than anticipated/meant to be. The advisor I spoke to informed me that she would have to fill out a form and send it to the relevant department, to have the amount adjusted. I was told this could take up to three working days. As my payment was due, I queried what would happen if I did not pay on time, as interest is applied if a payment is missed. The advisor assured me she had left notes on the system so I would not be charged a late payment fee and could wait till the take 3 amount was adjusted. I had to call up the following week as the amount had not been adjusted to my account, I was told it had been done and their end and that I should pay the amount stated on the account for take 3 payments. This contradicted what I had been told before, however I paid it in order to avoid further confusion and phone calls. In addition to this I checked that I would not receive a late payment fee, it was confirmed that I would not again. To my shock I was charged a late payment fee of £21 and had to then call up again and explain this to a manager; who informed me that the fee had been removed and I would face no charges. This was in fact incorrect as I had paid the £21 inclusive of my take three payment, without any knowledge of doing so. I spent 45 minutes on the phone to an advisor on the 1st of December who thoroughly looked through my notes and account, upon my insistence. He informed me that I had paid the late fee which was why my account balance was higher than expected, hence why I called. To add insult to injury I was then told than as I had missed a payment whilst the take three amounts was being adjusted. My account had been changed to a ‘flexible account’ which charges 36.9 APR and is based on minimum payment only, rather than the take three account I had before. This means in order to spread out my payment I have to pay a ridiculous amount of interest, through no fault of my own. I was told that it was approved that I could miss the payment date whilst the amount was adjusted. Had I been told otherwise, I would have ensured the payment was made on time. Having contested this with the advisor I was then told there weren’t any notes on my account of me being advised to miss the payment? Complaining I was told that a manager would have to listen back to the call and I could expect a call back within 48hours. It has been one week since this call was made (please see call logs) and I have not been called back. I called Very on the 8/12/16. The first call was made at 14:12 and was to query the status of my missing part for the Innova TV unit. The advisor I spoke with said he would have a look on the system. 18 minutes later I was still on hold so resorted to hanging up. The advisor clearly had no intention of coming back and assisting me nor had he come back whilst I was on hold to apologies for the length of time I was waiting. I attempted to call Very again shortly after at 14:31. This time the advisor I spoke to ‘Jamo’ said he was unable to help me and I had to send an email in. I explained that I had called over ten times in the past two months and had been told I would receive a call back five times, by four managers. He said that my reason and I quote was ‘invalid for escalation’. He would not transfer my call. This upset me and frustratingly I could do nothing other than hang up the phone as he was completely disinterested in helping me. The third call I made was at 14:40 for 16 minutes (please refer to call logs). Once again I explained the situation; the advisor said he would look on the system. He came back on the phone a couple of times within the first four minutes of the call. This was to inform me he was still looking. Thereafter I was left for a further 12 minutes with background noise and no update whatsoever. After saying hello several times I hung up as once again, the advisor had no intention of helping me. I will now readdress the separate complaint of the missing TV part. I have called up six times regarding the item, since the end of August and still yet to receive it. As previously mentioned, I had spoken with a manager at the beginning of October who informed me that the part would arrive within two weeks. This did not happen therefore I had no choice other than to call Very again, mid October. I was informed that the ‘relevant department’ would email me an update on the status of the missing part and delivery sate. The advisor said she was unable to help me, I found this to be frustrating as I did not anticipate an email would be sent. As expected, I did not receive an email. I called Very again a week later and requested that I speak with a manager. The manager I spoke with informed me there was not a record of an ordered missing part nor were there any notes on the system. I was in utter disbelief and verbally complained to the manager. She informed me she was unsure what had happened and would contact the missing part department then call me back with an update. This did not happen; once again I resorted to calling back myself, a week later. I spoke with another manager and explained the run around I have been given regarding the missing part and callback I was still awaiting. The manager assured me she would contact the previous managers I had spoken with then call me back. I agreed to this but requested the item be ordered again whilst the investigation was carried out. As she was taking down the details of the missing part, the phone cut out. I called back and asked to speak with the manager to finish ordering the item. Apparently she was on another call; I was told she would call me back. Unsurprisingly I did not receive a call back or a call regarding the conclusion of that I now can assume was a nonexistent investigation. Unbelievably I had to call again on the 25th of November at 15:42 for a duration of 31 minutes (please refer to call logs). I spoke with another manager. At this point I was so fed up I just wanted the part ordered there and then, rather than the promise of an investigation and call back. Which I knew would prove to be fruitless. The manager put me on hold for a lengthy period of time. I was then oddly diverted to an advisor who I had to reiterate the problem to (I assumed she was from the missing parts department?). After this I was put back through to the manager who told me those missing items departments were opposing the part being ordered. This was apparently due to them being unable to trace back to the original order in my statements. According to the manager, Very are unable to access customers full order history. Due to this he said he had to ‘fight’ to get the item ordered but as it was promised to me he would ensure it would be done. He told me this would take a while to resolve and asked if he was able to call me back. I expressed my doubt that he would in actual fact, call me back. Once again was promised that I would receive a call, lo and behold I did not and was back to square one. On the 1st of December, which I have mentioned before regarding the take 3 payment and interest charged account. In this call I also enquired about the missing TV part and complained again. This time I was told by an advisor that I needed to fill out a form with him, at a cost of £5 which would enable them to access my full order history, and then order the missing part. Of course given the mammoth inconvenience, stress and upset I had experienced thus far I was not willing to pay £5 and this was waivered. I was told the form would take 48 hours to process and I should expect a callback from a manager regarding the item and take 3 late payments. On the 8th of December I still had not received a call back have and was told there is not a record of a form being filled out on the 1st of December. It is now the 15th of December and I am still awaiting a callback. As you can imagine this is incredibly frustrating as I have spent what is in total more than 5 hours on the phone to have nothing resolved whatsoever. I have tried relentlessly to resolve the matter through the correct means, to no avail. I am at a loss with what to do. Four Managers I have spoken with have been less than helpful and promised me call backs on five occasions which I have not had. These problems will evidently remain unresolved are for some reason; Very are currently allowed to treat their customers despicably and woefully break trading standard laws. The advisors in the call centre have shouted at me, left me on hold for a ludicrous amount of time, made excuses to not to transfer my call to a superior such as the managers being in meetings or simply my complaint being invalid for escalation. The Managers have promised call backs that have not been made and more startlingly, phone records and notes have somehow been ‘erased’ or they claim to have no record of the lengthy calls I have made or forms that have been filled out. Absolutely nothing has been resolved and I am now locked into an account with a high interest amount, I have paid a £21 late payment fee without knowing and I am still without my missing TV unit part. Please assist me with this matter as I feel I have exhausted all my options. This situation is starting to stress me to the point I feel unwell. Surely any retailer, especially a large multi-million pound one, should have strict rules and regulations that are legally held to follow. I have searched the internet and it seems that Very take advantage of many of their customers as soon as there is any issue, by using the strategy of delay, ignore and deny until the customer gives up and goes way”

Helpful Report

Posted 8 years ago

“I thought that very were quite a big named company so wouldn't have any problems or if I did I thought they would have a customer service department, apparently not! I received a missed call after placing an order I phoned back to check there wasn't a problem as I needed the item (pair of boots) for the Saturday. The people on the call centre couldn't really understand me (I'm from Yorkshire so not a strong accent) I was told the item was out of stock by one agent and that the item had been dispatched by a second. A third person from the fraud dept said it was just a phone call to check I was who I said I was, so the other two agents were just making stuff up. On the day of delivery , Friday I waited in as the boots needed signing for. It got to 4pm and I phoned them. They told me the item was out of stock despite my account online saying the boots would be delivered that day..... There are no managers to take calls. No apologies. No idea when the boots would be available. I wish I had ordered them from somewhere else. The next day the boots turned up... The box was broken on 3 corners. The boots cost me £80 and I would have liked to have kept the box to keep them in. They told me they couldn't do anything about the box, that I shouldn't have worn the boots if I wanted to return for a different box. I have emailed 3 times and got irrelevant responses asking me to call the call centre if I have a problem. I have spent upto 3 hours in total on the phone trying to speak to someone who actually cares. Not managed to find anyone. Turns out the boots are faulty so they will be going back and I will be closing my account with very! Appalling customer service. And so so so so frustrating;!!!”

Helpful Report

Posted 8 years ago

“I've tried to claim a £75 voucher for taking out home insurance and I'm still waiting for it to be sorted. I feel like I've been conned into buying their insurance now. How difficult can it be???”

Helpful Report

Posted 8 years ago

“Ordered a tumble dryer as a Christmas present for a friend, everything seemed ok until we unwrapped it, shocked to find that the top was really badly dented. I called customer services to return the item and was told that they would credit my account and I could order a new one. This could take up to 14 days, all I wanted was the damaged item returned and a new one sent!!! Apparently this is not possible. I now have to take more time out of my day to contact the supplier direct. Extremely poor service from a well known house hold name.”

Helpful Report

Posted 8 years ago

“I absolutely love this dress I took the slit up a little higher but apart from that it's a great fit. Everyone wanted to know where I got it from.”

Helpful Report

Posted 8 years ago

“I placed an order with very.co.uk due to a good deal they sent me! I wish I hadn't bothered!!!! They delivered the wrong item and I had to reorder the item I wanted meaning it's on my statement twice when it was their fault!!!! So far I have contacted them 3 times to collect the wrong item but still it hasn't been collected!!! Twice I have asked for a manager to ring me and I think I'll still be waiting this time next year!!! Worst customer service I've ever received!!!! Avoid at all costs!!!!”

Helpful Report

Posted 8 years ago

“Just to update on the below the investigation found that yes, the advisor completely lied to me but I wouldn't be credited any more than £5. So I have paid £3 because very sent me the wrong item. SCAAAAAMMMERS!!!”

Helpful Report

Posted 8 years ago

“Horrendous! First call put me through and left me overhearing people laughing and talking about how boring work was...don't know why I was in a queue for ten mins if they're all messing about doing nothing. They accidentally posted me Turkish delights instead of port selection- assuming it was a free gift I chucked it out- they are now saying I have to pay for them!!! After two hours I spoke to someone who said the credit would be added on my account, only to find that the same person said I had been advised that they couldn't help. Currently have someone 'investigating' total useless rubbish- they are crooks and shouldn't be trusted .”

Helpful Report

Posted 8 years ago

“So yesterday I waited in a cue for 10 minutes to speak to a advisor. When I got though no one introduced them selves and all I could hear is someone talking about how drunk they were at the weekend. I thought someone will some come to the phone but it never happened, I've tweeted the company asking for a call back but knowing has been done, also they offer a 24hour guarantee reply. I've been well over that period of time and still knowing. They have cancels my orders and taken the funds still and no sign of a refund, I won't be using my account again with his company. Shocking is a understatement”

Helpful Report

Posted 8 years ago

“Poor quality and even worse service by Very - stay away from these guys Refusal by Very to get in touch with me about a wardrobe with faulty parts, missing items and one which they knew had been return faulty before by another customer due to scratch marks where they had lifted doors into position. Told parts were ordered, then told out of stock, then lied by saying they had tried to call me, lied 3 times that managers were at meetings, informed to contact a queries e mail that bounced back unmonitored. After multiple hours on telephone line waiting by me (my cost) no-one will return my call after promising over and over and even after talking to a manager who said could discount and would get someone to call me, she has no authority to even do so. Worst retail experience I've ever had. This us legalised fraud”

Helpful Report

Posted 8 years ago

“Poor quality and even worse service by Very - stay away from these guys”

Helpful Report

Posted 8 years ago

“I went to make an online payment of £20.00 off my account which had a balance of £63.00, They actually took £721.00 from my account. I have spoken to several advisors over five days to be told it would be reimbursed within 24 hour then 48 hours, put on hold for up to an hour at a time, Today after been on hold and passed around I am told it will be 10 working days till I get it back, so will get it on 16th Dec!! Asked to speak to someone in the complaints dept. which apparently is inaccessible, spoke to my bank who said the company should be able to reimburse immediately, they have offered me £10 as compensation!! Stay well away from this company.”

Helpful Report

Posted 8 years ago

“Biggest fraud company ever in UK ..they ask you to buy things under buy now pay later and then put heavy charges which you cannot come our of ...beware of this company guys ...and if you trust them and buy things from them it will be at your own risk !!”

Helpful Report

Posted 8 years ago

Helpful Report

Posted 8 years ago

“Customer service is terrible . Will not collect parcels from my home have to take them to post office or parcel shop . Never answered my emails . But if you miss a payment they send txt messages and ring you all the time . And now I can't get onto my account to pay my statement and close my account . TERRIBLE”

Helpful Report

Posted 8 years ago

“I ordered an outfit from Very for a wedding- on that front, I have no complaints. I chose the click and collect option and the dress was lovely quality and fitted perfectly. I had decided to opt for the take 3 payment option - so far so good right? Fast forward two weeks when I was politely reminded via text to pay my bill. I logged onto my online account - balance =£0. Well that's weird. I decided to call to make a payment - should be easy enough right? WRONG! The automated voice (the most charismatic "person" I spoke to) reported a balance of £0. I have spoken to several customer service zombies who have been unable to do anything else other than repeat that my balance is £0. To one charming chappy I responded that although, I am more than happy to accept free clothes, I am, in fact, trying to get a mortgage and the last thing I need is a outstanding balance of £80 affecting my credit rating. He responded "the balance on your account is £0". Brilliant - thanks Mr Charisma. The WORST service I have ever encountered - I just want to pay my balance and never order anything again. I just read online that the phone number charges a small fortune too. I have tried to tweet and email but no response.”

Helpful Report

Posted 8 years ago

“Ordered to be delivered at a click and collect store received no confirmation from very that parcel had arrived just so happened to check in store and yes the parcel was there it had in fact been there since the Wednesday it was now Saturday tried to collect parcel but shop assistance wouldnt give it to me because I didnt have a code? I have a order code but this wasnt it they told me Very should have sent a code to collect my parcel so came home contacted Very by email and 24 hours later Im still waiting for a reply !!!!!!!!”

Helpful Report

Posted 8 years ago

“Ordered a fitbit charge 2. After delivery was arranged for the second time the device arrived and not working. The Bluetooth is not working at all. Not a happy customer!!”

Helpful Report

Posted 8 years ago

“Diabolical. Tried placing a furniture order online but they didn't have my specific flat number. Called multiple times to place the order over the phone, but was hung up on every time (sometimes before I'd even opened my mouth, and another just after saying hello). I then used the online email contact form, explained the problem and someone came back with a completely irrelevant response, and said to call if I had any further queries. It goes round in circles. Also contacted some people who work within the corporate communications team but to no avail. How can a company operate when they make it impossible to actually place an order! Having read these reviews though, it's probably a good thing I haven't been able to pursue with them. Although the furniture items I wanted seem to be unique to Very, unfortunately.”

Helpful Report

Posted 8 years ago

“ordered an oven last week and paid in full , it was due to be delivered yesterday but never came, after ringing the delivery company they said they haven't even got an oven for this address. 5 hours on the phone to very and was told the wagon must of broke down, your item was out of stock and then the third person promised it had been sent to the delivery company. now a day and several emails and phone calls both very and the delivery company have failed to solve anything. poor english speaking staff and over an hour on hold i will NEVER order from here again”

Helpful Report

Posted 8 years ago

Very is rated 1.7 based on 1,686 reviews