Danielle Sears

I booked a property through VRBO a full year in advance for the Oasis concert on 25th July. Just two days before the event, I received a last-minute cancellation with no prior warning or explanation.

I immediately contacted VRBO customer service and was told that I was covered under their "Book with Confidence Guarantee." I was assured that I would be placed in alternative accommodation and that any price difference would be covered by VRBO. I was told to expect a call or email within the hour to arrange this.

That call never came.

I chased repeatedly—via phone, via web chat, and through every channel I could find—but no one got back to me, and no resolution was provided. I was left completely stranded just hours before a major event I had planned for a year. Trying to find last-minute accommodation during a huge event weekend was stressful, expensive, and completely avoidable—had VRBO fulfilled even the most basic standard of customer care.

To make matters worse, there appears to be no clear way to lodge a formal complaint. The entire experience has been nothing short of appalling, and I will never use VRBO again.

Be warned—their “Book with Confidence” promise means absolutely nothing when you really need it. Absolutely disgusting customer service.

I have been an on and off customer of this company for years and have never had ANY cause for complaint. However, obviously something has happened because I placed an order back in June and I've heard nothing. No response to emails, chat, phone calls, anything. It is completely unacceptable to treat customers like this, whilst still HEAVILY advertising the services that they clearly are unable to fulfil. Such a disappointment after years of service.

I have found my experience with this company to be consistently disappointing. Since the transition from Bought By Many to ManyPets, every claim I have submitted—even the most straightforward ones—has taken an unreasonably long time to process. My most recent claim has been pending for over eight weeks and has yet to be assigned to a claims handler, despite multiple follow-ups.

The delays have become so problematic that my veterinary practice, a small independent business, is no longer willing to accept direct payments from this insurer. Instead, they now require full payment upfront, citing the excessive wait times as unsustainable.

I find it difficult to reconcile my experience with the positive reviews mentioning claims being processed within hours. I always submit all required documentation promptly, yet my claims remain unresolved for weeks.

Additionally, the annual premium increases have been significantly above what I would consider reasonable. If one of my cats did not have a pre-existing condition, I would have switched providers long ago.

Just to add my comments to the below. Dreadful company. Definitely a scam. Still operating on Facebook, blocking any negative posts. Ordered a mirror for my son for Christmas back in October, despite many emails never received the mirror. Was offered a refund beginning of January, which has obviously never arrived. No responses to any emails.
Have started a dispute with my Credit Card company and will hopefully get my money back that way. Absolute horror show of a company. Avoid at ALL COSTS.

I reviewed ManyPets back in April as, with many other customers, was noticing a sharp decline in service since the change from Bought By Many (as well as a very sharp rise in costs).

Since then, the service has gone from bad to worse and is currently totally unacceptable. I have 5 claims in progress at the moment, the oldest from 3rd October. All related to the same cat and the same ongoing medical condition. Previously these were resolved overnight - now 13 weeks and counting, without a single word of communication relating to the delay.

I would advise any new customers looking for Pet Insurance so stay well away from this one. Overpriced and zero customer service. Avoid.

FRAUD

My Laybuy account has unfortunately been used in a fraudulent transaction and it seems to be impossible to speak to a human being to resolve the issue. Reading some of the negative reviews from the past couple of weeks this doesn't seem to be an uncommon complaint and there appears to have been a data breach. Unfortunately as I am unable to speak to anyone, I cannot claim my money back. Not good enough at all.

EDIT: WHILST THE ABOVE WAS TRUE, THIS ISSUE HAS NOW BEEN RESOLVED BUT A VERY HELPFUL PHONECALL FROM THE VERY TRUST PILOT REVIEW TEAM ON SATURDAY

I have been a customer with Very for many many years and have never had an issue until recently, but it seems there are now severe problems in the returns department.

I placed a large order on 29th December for clothes, received the order on 30th December and returned all the same day, via Collect Plus at my local shop. By 10th January had received no acknowledgement and therefore checked my parcel tracking reference. Parcel was marked as having been delivered to Very's warehouse, so confident that I would receive my refund in due course I binned the tracking receipt. BIG mistake.

Three weeks later, no sign of my refund. I've spoken to customer services who say there is nothing they can do without my receipt - which I threw away after checking it had been delivered. Customer Services tell me my local shop can issue a replacement receipt. My local shop say this isn't possible. I am 100% certain Very have received these goods as they were clearly marked as delivered, but are refusing to credit the items back to my account despite my having followed the process to the letter. I am now £300 in debt for clothes which I do not own.

Customer Services agreed to look into the issue and phone me back - but I haven't heard a word. I have also written to the Complaints department who have not responded at all.

Having been a frequent customer for many years, this is hugely disappointing and I will be closing my account for good as soon as I can clear the balance because I no longer have any trust in Very.

If a customer service representative reads this review, my order number is 656121864218 and I would very much appreciate a response.

EDIT: I HAVE PROVIDED THE REQUIRED INFORMATION TO VERY AND HOPE TO RECEIVE A RESPONSE SOON

Dreadful company to deal with. I ordered some SuperRep Cycling Shoes on 14th February. Shoes took 2 weeks to arrive and to my dismay the wrong size had been sent. I contacted the company to return the shoes (at the time, hoping for the correct items to be dispatched). Eventually received confirmation of how to return, using their Cycleon service and returned them the same day. That was 27th February. Shoes are still showing as 'in transit' on my account, a month later. Have contacted the company on numerous occasions which is a task in itself as you have to fill in a form online and it takes days for them to reply, to then be told that I just have to be patient! No comment on the fact that they sent me the wrong item in the first place so none of this should be happening anyway. Now, 6 weeks after ordering, I neither have my cycling shoes or any idea when my money might be received.

Trade Inn - please just process my refund. This is beyond a joke!!!

Order number:
21741067

Order placed on:
02-14-2021

Total price:
£ 94.50

Edit: Thank you for the response below, but it is the 'department in charge' who I am having the issues with just telling me to 'be patient' 6 weeks later. Please arrange for my refund to be processed with immediate effect. You owe me this money.

Unfortunately my experience follows the customers below plus many others from various review sites, Money Saving Expert and various newspapers (including a full Guardian report).

As the below review, I wish I had checked before ordering from this website. Order placed 28 January 2021, never received so I requested a cancellation 2 weeks ago. Since then another replacement has apparently been sent (despite the order being cancelled) and they will not refund until the second order has been returned - despite it not having been delivered yet! To date I have sent 10 emails and filled in the website form on 3 different occasions and have received no response other than an automated message or unhelpful message. The phone number just tells me to contact by email. Whatsapp is being ignored.

If customer services happen to read this, my order is 185979/280121/46 and I would very much like my money back.

Edit: As with customers below, company have requested further information through Trust Pilot (despite my order number being included in my post) but have not resolved the issue with me directly. Apparently the review is more important than the refund I'm owed.

Edit: Parcel finally arrived, along with another item I ordered over a month ago and had forgotten about. Despite the replacement having been sent in error after the order was cancelled, I was not offered a free service to return the goods and had to do so at my own cost. Will wait and see whether a refund is actually provided.

Edit: Return received and signed for by Sensory Education on 3rd March. On enquiry I received an email stating:
'Hello
Inline with the consumer rights regulations companies have 14 days following the date of receipt to process any returns or exchanges.
This time frame is reflective of the time frame needed during the current crisis.

Sadly we cannot confirm receipt of the return until the order is located and processed.'

Despite them quoting Consumer Rights Regulations to me, it is now 14 days later and I have neither received confirmation they have my return nor have they refunded the money they owe me. I have contacted Trading Standards.

Final Edit: I have finally received confirmation that the orders will be refunded, but not the cost of delivery because I paid for 'upgraded delivery' which does not have to be refunded. Amazing that the order was placed on 28th January and not received until 28th February - yet I paid for 'upgraded delivery'. Just another sign of what a truly unscrupulous company these are. Avoid at all costs.

Absolutely delighted with the customer service I received from Danny today. I am a true novice and I was talked through my problem with patience and expertise in a totally non-patronising way, as well as being sent some training guides. Couldn't have been more helpful.

Worst customer service I have ever experienced from a company. Placed an order for an Iphone X last Thursday. Have since sent multiple emails asking for an update - not to speed delivery but to ensure there is someone at home when the order is delivered. The Customer Service team appears to be totally unable to answer the simplest of questions, rather favouring firing back template answers regarding delivery. Attempted to track the order online, but the page is never updated past 'Processing' although my order appears to be marked as unpaid, despite the company having had £600 of mine for over a week. So I query this also, and once again receive a response which bares little resemblance to the question asked. Attempt to call, to get an automated message stating I'm 25th in the queue, then 21st in the queue when I call again. Email once again asking for an update and confirmation that they do, in fact, have my money. Get an automated response saying they will respond within 24 hours. It can't be that difficult surely!!!

Have now, unfortunately, read the reviews of the company stating that they are unreliable, scammers, and that this level of customer service is what they provide across the board, as well as reviews from previous employees stating that the level of refurbishment on the phones is substandard at best.

The promised 'up to seven working days for delivery' of my order is Monday so I will await an update by then, but am feeling far from hopeful.

Update: received an actual phone call from a man called Lee, who was actually helpful and seemed to have some customer service experience, after posting my review on Friday. He confirmed I would receive a further update today (Monday) as it was the seventh working day. Received an email from one of the less helpful members of the team this morning confirming I would receive an update by the end of the day. Of course, I received no such thing. Therefore my phone is now late and I have zero idea of when it might be received. Ordering through this inept company was a huge mistake. Avoid at all costs.

Further Update: Finally received phone - ironically after I had just been told it would take at least another 10 days and I tried to cancel the order. Item was a different colour to the one ordered and when I tried setting up, Quick Start did not work. If it was a different company, I would ask for a refund or a different phone, however knowing how long this process would take, if it was ever resolved, I will keep the phone for now and see whether I encounter any further issues.

Laughably, the last email I received from them stated 'we are always happy to help'. This was from the least helpful customer service representative I have ever encountered (I will name no names otherwise I suspect my review will disappear) and I'm not sure whether it was meant to be ironic or not!

Final Update: Phone only works sporadically, has 'no service' 90% of the time (in same area as previous phone had full coverage).
Needs to be returned but struggling with the energy to deal with this awful company again.

Absolute joke of a company. Received the two items I ordered after 3 weeks of waiting (which was fine). Items were of poor quality and not true to the sizing chart on the website. I contacted the company to return the items. Was told that I could not return and instead I should send them my measurements and clearly lit photographs of myself in the items so they could decide whether they fit!!!

Obviously after refusing to do that, they eventually agreed I could return the items to China but requested that I did not use a courier as they would be eligible for customs charges. So I returned using Royal Mail standard shipping (at a cost of £6) and a month later they are denying having received the items. I've opened a dispute with Paypal but they are claiming they told me I had to send by courier - when in fact I was specifically told not to do so. Absolute joke of a company. Avoid at all costs.

Have now responded to this review, claiming that they are awaiting information from me - completely untrue. What a sham.

Brilliant site, ordered from them many times. Quality products with fast delivery. Lovely range. Covers everything you could possibly need for your little one. No hesitation in giving 5 stars.

Brilliantly easy to use site, addition of Amazon Pay a real bonus. Simple to find the product I was looking for, at a fantastic price. Highly recommended. A***