I ordered a washing machine from Very.co.uk and paid for installation, and removal of my old machine, back in March. When the new machine arrived the delivery man told me that someone else would come to install it and remove the old machine. I challenged this and my suspicions were confirmed when nobody ever came.
After countless calls and emails, Very refunded the £15 installation and £5 removal fee. However, it refused to arrange a pick-up of my old machine, or to reimburse me for the £60 charged by the local council to dispose of it.
Overall, I’ve been given half a service, a load of inconvenience and am left out of pocket. BA, Borehamwood, Herts
The prospect of a newspaper headline precipitates you into the inbox of “executive complaints team” who belatedly realise you have been caused “distress and inconvenience” by its curious mode of service. It is paying you £130 to soothe your feelings and make up for the £60 council fee and, reassuringly, says it is passing on your “feedback” to help it improve its customers’ experience. Performing the service customers have paid for would be a good place to start!
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
