Suzy C.

I bought several items from VP (totaling £1,434.56). Unfortunately the radiators and toilet were not suitable so I arranged a return at my own cost (UPS charged £127.57) but I thought this was worth spending to recoup the £819.75 of non suitable goods. However VP only refunded £150.90 stating the goods were damaged. The radiators made up the bulk of the non paid refund and VP claimed that the unopened items made from steel that were returned in their original packaging were non salable and no refund would be given. They supplied photos of the radiator on concrete floor in their warehouse and I struggled to see any damage apart from the lack of care taken to open and inspect the items. I sent their 'evidence' to the courier to make a claim and they responded on the day to say more info, better images and an inspection of the items might be needed. All of this information has been passed onto VP and no one has responded - I am contacting them daily without any response. All items were returned to VP in their original boxes (which were only opened to insert the return slip). In addition to this, UPS are now investigating the claim and found that the items were heavier than I had booked and are charging me an additional £56.27. This is very frustrating as I used the weights provided on VP's website to booked the courier. I even added a few kgs to be on the safe side but the shipment was 25kgs over! I raised this with VP immediately to check the weights as I have a few days to appeal the charge and again they are not responding. Both issues are being ignored and I have advised them on more than one occasion that I need to resolve these issues promptly as I am heavily pregnant and expecting within days but. They don't seem to care that I am now £852.69 out of pocket and would have been financially better off giving the items away for free.

If VP are willing to investigate, respond and come to a reasonable resolution I would be willing to amend my feedback but based on the customer service experience so far it's been extremely stressful and difficult.