Yes I have found that out the hard way. I know I am within my rights to have a refund the difficulty is there refusal to do so.

Hi all, I'm hoping for some advice on how to proceed further with Very.co.uk. I received a broken bed for my three year old son on 22 May (after delivery was delayed a week due to the bed getting lost in the warehouse). Half the parts that hold the slats to the bed were broken and unusable. I immediately rang them - they took the details and said their parts team would send out replacements. I also sent a message via my account at the same time. Having heard nothing I rang them again on Thursday 25 May and was told that the parts had been sent out and would take 7-10 days. I was about to query the length of time but I was abruptly hung up on (a common occurrence when you call Verys customer service). The following day I received another message asking which parts were broken - contradicting the man who had told me they were on their way the evening before. I then called them again on 30 May to be told that they had just ordered the parts the night before. Having been told this before and it turning out to not be the case I asked them to return the damaged bed. They refused telling me I had to wait for the parts to arrive and asked me to wait another 7-10 days (which would take us to three weeks since the bed arrived broken). I messaged them again via my account reiterating my request for a refund and also emailed a complaint via Very.co.uk to which I have had no response. The customer service has been appalling. My poor son has been without a proper bed for two weeks now and there is no resolution in sight. I am completely appalled given threat the goods were damaged they should be providing a refund. I have never dealt with such an awful company so I am at a loss what to do - other than seek advice from the ombudsman.