Email from Next to say my parcel has been collected - I didn't collect it

[NextIssue]

Has this happened to anyone else before?

I did an online order with delivery into store. I got an email at lunchtime today to say that it was ready for collection.

I've just had another email to say "Your order has been collected" and "Thanks for picking up your order." It wasn't collected by me!

Obviously I've sent an email to customer care but has this happened to anyone else before?

[NextIssue]

They've just called me to say that someone has indeed collected my parcel. I'm really concerned about the security issue here - whoever has collected it has my name, address, card details, email address - all on the invoice!

What should my next steps be?

[gamerchick]

It's more like someone has access to your email. I just need to show the email to next to collect a parcel. Change your password.

[gamerchick]

And your next password/other stuff you use that email for.

[PattiStanger]

In my local next they give out the collection items without asking for the confirmation email sometimes. Isn't it more likely that they assistant has mixed up the bags and given out the wrong one. My guess is that some other customer is also trying to contact them to say they've been given the wrong order

[Planejayne]

Is it not more likely that one of the Next employees has looked at the wrong order on the list and given the wrong parcel to the wrong customer? From what i've seen they just pull out a list of orders and could have looked at the next one along or scanned the wrong one out? I've had similar in Matalan

[Santaissleepingoffmincepies]

Matalan emailed me similar. When I went in store it was still in the to be collected dept.

[Prometheus]

My local Next just ask for name. Sometimes they ask for order number depending on how harassed the shop assistant is.

[Prometheus]

If you have a common name any chancer could walk up to the counter and say they're collecting a parcel for Mrs Jones for example.

[Scarlettwaffle]

I’ve been in to collect one a while ago only to get home and find it was the completely wrong name and address (not even similar!). I presume they had an email saying it had been collected?

[SoupOnMyTableNowSir]

My Next store will do it from my customer account number which I have had for 20 years so know it off by heart.

Then I have to show ID so I show my driving license and then before they hand it over they ask you to confirm your postcode to ensure they have picked up the right parcel for the right person.

I would ring Next and ask them what they advise in this situation ie new account number and email.

[LLOE7]

She is not saying the person who collected must have known all of her details- she is saying the order had her details so the person who collected now has those details if they didn't have beforehand. Although likely an accident- its a breach of personal data which is why op is upset.

[LLOE7]

OP I would contact next and tell them you are worried due to the breach of data- but honestly other than give you your order and a gift voucher to apologise, there's not much they can do.

[Crocky]

I’ve picked up an order from Next today. All that is on the paperwork is my initials, surname and account number. No address or card details.

[Toughtips]

Ex next employee here. It's very likely that someone has the same postcode as you or surname and the assistant tapped that in and pressed yours instead. Quite easily done I'm afraid.

To collect a parcel in next you either need a postcode and name confirmation or the account number for us to find your parcel.

You can't scan out just anyone's parcel it all has to match. Hence why they could of just tapped your account instead of the original Mrs Smith then not checked the postcode.

We used to have people bring parcels back in that weren't theirs.

[smartiecake]

I was given someone else's parcel with my collection once. I think it's most likely human error especially at this time of year after the sales when they must have hundreds of bags waiting to be collected. I returned it to the store.

[SarahC92]

Probably a member of staff not paying attention to what they're doing and giving the wrong package out.

[NextIssue]

Well I have a double barrelled name, the only one in the world, so someone else wouldn’t have given the same name. And no one with a similar name lives in my postcode.

I’m starting to think an employee stole it.

Navy have said they’ll “investigate but I probably won’t receive any update.”

I think that is shocking!

[NextIssue]

Next, not Navy

[DullPortraits]

Lol OP thought it was going a bit OTT getting the navy in to investigate

Seriously though this is frustrating! I once had a load of sale stuff from Next delivered by courier- a few items on delivery note were missing and customer services were not keen on refunding them to my account.

[WickedGoodDoge]

Next are dreadful! I recently had a delivery due but the courier just brought it back to the depot and it seemingly just got lost/overlooked. Next agreed that I hadn’t received my delivery and that it was unlikely that I ever would, but would they give me a refund? Ha! Refused over the phone and by email. I eventually tweeted them and that worked.

Really put me off them. Hope you eventually get a refund or your goods.

[bonfireheart]

What happened with this OP?

[anadraxel32]

I know this is a few years after the original thread, but the same thing is happening to me right now with Next. They had first texted and emailed me to say the arrival of my item had been delayed and that they would not expect it to arrive for another 1-2 days, and that they would text and email again when it did arrive and when it was ready for me to collect, stipulating also to not travel to the store until I received these further notifications. Imagine my horror then when I discovered (a few days later) that they had sent me another email, a few hours later on the same day, stating that I had collected the item. And subsequently discovered it was marked as collected in my account too! I never received any further text or email from them stating the item had arrived, as they had claimed they would send. I have raised a dispute via their complaints option and am awaiting a reply. Was just wondering what the outcome was for the OP and/or anyone else with their experiences of this problem with Next?

[WeAreTheHeroes]

I've collected a couple of things from store recently and you have to enter a code from the confirmation email into a tablet at the collection point then staff go and get your parcel from the storeroom. They call out names and handover the parcel. There's lots of scope for this going wrong imo because there's often one person shouting out 5 different names and holding all the parcels. Your issue @anadraxel32 sounds more like errors in updating their systems when processing your order.

[Fitbachick]

If it was collected in store surely they would have cctv of this? Does the email have a time on it that it was collected? Could you go in to the store and ask?

[ApolloandDaphne]

This thread is 3 years old. I rather suspect OP has got over the loss of her parcel and moved on!