very.co.uk

i ordered a rug which was described as "claret" and "burgundy" but which was actually lilac (I have

i ordered a rug which was described as "claret" and "burgundy" but which was actually lilac (I have a photo to show the sharp contrast in colour, but there is no option to post this). But the biggest problem was trying to return it!
I arranged the return on line and received an e-mail to confirm that the rug would be collected on Friday 10/04/2026 between 8.00a.m. and 8.00 p.m. but someone must be at home to hand it over. So I rearranged my diary to ensure that I was at home all day, but at 10 a.m. on the actual day of collection, I received an e-mail from Yodel confirming that the item would be collected between 16.56 anf 18.56! HOWEVER, after waiting in all day, no one turned up and when I checked on Yodel's tracking system, it claimed that two unsuccessful attempts had been made to collect during the 2 hour window - which was a load of rubbish as I was sitting here waiting!
I tried to resolve the issue using the chat option, but, as usual, communicating with a BOT just proved to be a frustrating waste of time. So on Saturday (11/04/2026) I called Very and was told that collection would now take place on Monday 13/04/2026 and I would get an e-mail to confirm this, followed by an e-mail from Yodel on the morning of 13/04/2026 to confirm a two hour window and provide a new tracking reference. HOWEVER, NO e-mails arrived and so around midday on Monday 13/04/2026, I called Very again - and they sent me an e-mail with a new tracking number for Yodel and confirmation that collection was booked for that day. So I logged in to the Yodel tracking site and this confirmed that they would collect the rug some time between 15.59 and 17.59. So around 15.45 I put the rug on my front doorstep ready for collection and soon after I noticed that that it had disappered! We live in an isolated location, but I was concerned that the rug might have been stolen - until I checked the Yodel tracking site which confirmed that the item had been successfully collected!
SO I WASTED TWO DAYS WAITING IN FOR A COLLECTION WHEN THERE WAS NO NEED FOR ME TO BE PRESENT IN ANY EVENT!
Very had pomised to call me today (14/04/2026) to check that the rug had finally been collected, but I didn't manage to get to the 'phone in time and so I rang the recorded number (0800 092 3355) straight back, but I just got a recorded message telling me that Very's "customer service number has changed" and, rather than confirm the new number, the message directed me to the web site for more information! Apparently It's not Very's policy to make life any easier for their customers!
IMHO, VERY is an understated word for this EXTREMELY poor customer service both as regards the inaccuracy of their on line description of the product and the arrangement for it's return. I now have to wait a further 14 days for my refund (which I hope will include the shipping charge).
I've never had this trouble with Amazon - lesson learned!

Date of experience: Apr 14, 2026