Really, do not buy anything from these people - they must be about to go into liquidation.. They are consistently breaking UK laws and have negative reviews everywhere. I have never 'reviewed' before but this is so bad that people really need to be warned about them. I contacted them to request a refund for a faulty HP laptop that I purchased from them at the end of October 2018. The laptop has broken twice (with the same hard drive failure issue), and as such is obviously of very poor quality. I contacted their customer services department on Wednesday 17th April 2019 and spent several hours trying to arrange for the laptop to be returned to them and a refund to be arranged. This process was the worst customer service experience I have every encountered. The first person I spoke to could not find any record on their system of the initial computer fault and HP repair, and they were quite rude to me. I called back with the reference no of the first HP repair and requested a refund. After a long and arduous conversation I was finally told that a carrier (Yodel) had been arranged for today (Friday 19th April) and that I would receive email confirmation shortly after the call. I asked about specific packaging for the goods (as all carriers stipulate their requirements) but the operator refused to give me any information and stated that it should be 'securely packaged'.. I raised this as an issue due to the ambiguity of this statement but she just kept repeating the same thing, which I told her was not an appropriate response and asked for written confirmation of the requirements - she did not provide this. After this call I didn't receive the email so called back. The next person I spoke to told me that nothing had been arranged and that it wasn't policy for Very to collect goods so I would need to take the laptop to a parcel direct shop, while trying to arrange this (as no address label was available to download on my account) the telephone operator hung up on me! I then had to call back again. At this point I had to go through the whole explanation of the issue process again with a third person, this person told me that Yodel would be collecting my parcel today (Friday 19th April) and that it wasn't policy for them to send out confirmation emails or address labels for this but that the parcel people would not have a label with them either and that he would read out the address to me over the phone. I told this person that I was not happy with this as I needed the returns information in writing in order to protect myself against fraud. I then told the operator that I would need to speak to a manager, they refused to let me speak to anyone. At this stage it became quite clear that their customer service team are only interested in pretending that a situation has been resolved and outright deceiving customers - so I told the operator that it was obvious nothing was being sorted out so I would have to call the complaints department. I then tried to find a complaints number and was put through to their PPI complaints team, who then put me back in touch with their electrical after sales team as they don't seem to have a department for dealing with other issues. I was then told again that a collection had been arranged for today, and after much discussion was sent the email confirming this and in a separate email was sent an address label (although this label has post office written on it not Yodel). So, it came as no surprise to me that the laptop has not been collected today April 19th (as arranged) and that the extremely time consuming and exhausting exchange with their customer services department was completely pointless! I spoke to 4 different people who all gave me conflicting information about the returns process, which took many hours out of my working day. I have waited in all day today for a collection that has obviously not even been arranged. This is not only utterly frustrating but also highly unethical. I have never experienced such appalling customer service, and having now looked online this seems to be standard practice for this company. This is unacceptable in the UK as it breeches consumer rights and as such I will be raising this issue with trading standards. *Updated - i have still not been able to return the laptop. It is now been over a week! They eventually arranged a collection but the carrier 'Yodel' were totally unprofessional, they didn't collect as was arranged then came on a day i had not arranged, (please see my other review for them specifically as the whole thing was a complete disaster) but they refused to give a receipt, they didn't have an address label and just expected me to hand over a laptop with no proof of postage! I then contacted Very again yesterday (25th April) and they rebooked a collection with added 'special instructions' to ensure they provide me with a receipt for the collection. This was booked for today but yet again, they have not sent a confirmation email or turned up to collect.. I have never encountered such a completely unprofessional service - they make it almost impossible to return goods!!! I have just tried to get a tracking number from their online customer services so I can at least check the status of the collection but they refused to give it to me stating that they don't have access to this! A complete shambles!!! ----------------