I cannot even express how frustrated and disempowered I felt today after have 4 conversations with employee's at this company. I tried ordered a £204 washing machine - the very employee took my card details 3 times and tried to process the payment 2 times .... but both times i was told that my card had been declined, and I was advised to contact my bank.
I knew that there was plenty of money to pay for the item in my bank account so i went on-line to check my account only to see that Very had taken out 2 payments of £204.
I contacted the Customer Service department (or NOT so customer services dept) to be told that there was nothing showing on their system and to, once again, contact my bank and ask them to 'un-authorise' any payments that had been made to Very.
I called my bank and they verified that 2 payments had been taken from my account and that they could recoup the money for me but it would not show in my account until the following day.
I called Very again only to be told "we haven't taken, or not taken any money from your account. It has gone through to our credit card department for authorisation as it's such a large amount".
I explained that they quite simply had taken money from my account and he said "if we have it will be refunded back to you tomorrow once the Credit Card department have viewed the payment". OMG!
You know what, it would have been really nice for somebody to say "we are so sorry that we have taken 2 payments from your card, and very sorry that you were told that your card had been declined, and so very sorry that you have had a bad experience. Can we offer you a discount of some sort on your order so as not to leave a bad experience in your mouth".
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