For more than a month, I've been diligently attempting to have my washing machine repaired through Very's Repair and Protect insurance. In July, the technician who assessed the issue concluded that a new drum was required for the machine. A fresh appointment was scheduled for July 30th, but unfortunately, they failed to uphold this appointment. Despite numerous phone calls, a subsequent appointment was eventually set for August 9th. Regrettably, once again, my efforts were in vain as no technician arrived, despite my entire day being spent waiting.

Continuing my interactions with Very and Hotpoint, I faced the ordeal of being placed on hold, transferred between departments, and even disconnected during multiple phone calls. In response to this, I reached out to Hotpoint and succeeded in rescheduling another appointment. To my surprise, it was revealed that the engineer's absence during the previous appointment was due to a damaged part. Strangely, no one took the initiative to inform me of this development. A third appointment was arranged for August 22nd, and yet, history repeated itself as no technician arrived.

My engagement with Very extended to a two-hour conversation, during which I was informed that they were awaiting a response from Hotpoint. Interestingly, I was told that this response had been requested on August 3rd, but no reply had materialized by then. Recently, I spoke with Steph, who conveyed that her manager Kate was on a lunch break at that moment. Steph assured me that Kate would return the call within 72 working hours. The lack of urgency in resolving this matter is utterly disappointing and can only be described as disgraceful.

As a result of this ongoing ordeal, I have endured over a month without a washing machine, leading to a loss of income due to waiting for an engineer who consistently fails to show up. I've spent countless hours on the phone, feeling like I'm going in circles, being given the runaround, and being told what they think I want to hear. Attempts to contact Hotpoint via phone have been futile, and their chat agents merely provide cookie-cutter responses. These responses state that they've contacted the engineer and escalated the matter to their manager. At this point, I am left frustrated and disheartened by the entire situation.

VERY ONLINE SHOPPING - Please email your complaints to one of the 'senior executive' team' as this company is unethical, unprofessional and in some ways fraudulent. VERY charge customers for items that are faulty and do not refund items that have been returned. They have a system in place that is there to con the customer and often the most vulnerable customers too. As people with plenty of money would not shop in VERY. Rest assured the Beckhams do not shop here.
In my circumstances - I returned a faulty Hoover -which VERY received back and refunded me - ( this was only after I had to go through a process of speaking to Hoover first to do some checks to verify it was faulty) Hoover verified it was faulty and then gave me a code that I had to call VERY back and give said code. This 'code' then permits VERY call agent to authorise a return and a collection... I thought that was it, job done. As it would be with any other reputable company. But oh no - VERY want to try and get any money they can out of customers so out the blue without ANY notification not via EMAIL/LETTER/TEXT/PHONECALL ( VERY had plenty of ways to contact me)
VERY re-charge this Hoover back to my statement account. VERY chose not to tell me that they decided to do this. There no written/no phone call/no text explanation as to why - Instead the Hoover charge just reappears on my statement as a current debit - together with admin charges!

A) Hoover is faulty as far as I, the customer was concerned

B) I've since bought another vacuum

C) I don't have the Hoover they are charging me for

D) Very put the re- charge on a normal monthly payment which is different to the original purchase agreement. The original was BNPL ( Buy now pay later)

Why would VERY re-charge for an item, that not only there is a discrepancy on - but not tell the customer they were doing that and why? Plus change the charge from original item method ordered which was BNPL - ' ''buy now pay later' - into a pay right now charge?

I suspect it so VERY can start to charge me interest! Hoping I would not notice it in my account. No doubt also so that they could add a late payment fee too. All my other items on account are on BNPL scheme for at least another 8 months.

Unbelievable! This Company must be avoided like the plague. Do a search online for the Very group CEO board and you will get the senior managers contact details. It is those people that need to be accountable for the way they run this business.

I have wasted an hour this morning on the phone to two agents who have not solved this mess. VERY are in the wrong to not even inform the customer a charge is being added and why that charge is being re-added. No transparency and honesty at VERY.

I will be escalating this complaint to the senior managers to get a auditable response on this scam.

I wish 0 starts was an option! DO NOT USE VERY IF YOU VALUE YOUR MONEY! My partner and I both purchased an Xbox for Christmas, from our seperet Very accounts. I had the money in my account to be taken there an then. Confirmed with the bank the money had been taken, and received my xbox no drama, same with my partner. Very then refunded the money into my account without my knowledge, and then I receive letters in the post about miss payments. I call the bank to find out what had happened, and Very had not taken the money out of my account, it had been refunded and in fact set me up with 3 months credit without my knowledge! Due to missed payments interest was added, and the bank told me it was worth making an enquiry with trading standards due to the fault being on Very's behalf. I later found out the same had happened to my partner. I couldn't be bothered with the hassle, and my partner logged onto both of our accounts to pay the full amount (including interest) from his card. I then receive a "well being" call to check that I am okay and that I can make the payment. I inform them that my partner paid the fee that morning, and I was told that he hadn't. I said I had proof to say that the money had been taken, and they said that it may be pending and to double check the following day. My partner also received this call, and told them the same thing, that he had paid the full about including interest on his card that morning. He was told that there wasn't nothing on the system, and that it "probably needed to be updated, no worries." It's a bit strange that one person told me that it was my responsibily to chase it, and the other told my partner not to worry. Anxious, this morning I log into my account to see the money had not been cleared, and they had in fact added another £12 interest to my account without my knowledge! My partner logged into his, to find the same thing! He called Very to be told that we had both been charged £12 for the "courtesy" call without our knowledge or consent! He paid his balance over the phone and confirmed his Very balance has gone back to £0. He was told he could not pay for my account using his card too. I am absolutely disgusted with the way we have been treated. Very are con artists! Scamming people out of their money without their knowledge. Rest assured I will be calling them today to pay the balance off and will be closing the account PROMPTLY. I will also be making a formal complaint, and leaving as many reviews as possible to people are aware not to fall into the trap. All we wanted was an Xbox for Christmas, and we've had to pay nearly £25 extra interest on top, which is not a lot, but for a young person who has just surgery and is not working at the moment, I'm wondering where I'm going to find this extra money from! STAY CLEAR FROM VERY and their ridiculous hidden fees!

Its a wonderful and trustworthy site.