Help, Next refund

[Cahu58]

I returned an armchair worth over £900 over 4 weeks ago and am struggling to get the refund! I've emailed, phoned and all I get is 'it's been processed, it will be with you in 3/5 days.' However since Monday it appears they don't know what has happened to the refund and are querying it.... any advice welcome. It was ordered online.

Have you tried contacting them on social media? Or email the CEO.

No I haven't... will that make a difference do you think? What do I do?

Did you pay by card and have since replaced the card?

It might be worth calling your bank - sometimes if the above has happened the bank needs a call from you to ‘release’ the funds from the old card to the new. At least they did ~5 years ago!

Paid by debit card, not replaced no.

Just give them time to actually investigate? It has only been 1 working day since Monday.

Obviously £900 is a very high value order for Next so it has probably gone through additional quality control checks. I wouldn’t be surprised if the refund needed extra internal authorisation for example. This shouldn’t have impacted your refund timescale though so something may have gone awry here - let them investigate and deal with this.

You could contact your bank and file a dispute, but your bank will want to see that you completely tried to resolve this with the retailer first, so it would be too premature now as you’re still awaiting a final response from Next. Next has not said they won’t refund you, they are just being slow.

It has been one working day since the last assurance that it would be in my bank account... this has been going on for 4 weeks not just since Monday

Twitter always works for me. Go mad on their twitter for everyone to see, and they soon respond back publicly and help you lol.

I’d still recommend you call the bank and ask if there is a payment waiting to be released. Next won’t be able to see that from their end.

I've been to my bank today and they did a search on the account ... nothing. However I emailed Lord Wolfson their CEO, and an assistant called me. He apologised, saying it was not Nexts finest hour and promised to have it sorted by tomorrow. I have been chasing this refund for over a month!

If you went into branch they wouldn’t be able to see this with their counter systems. You need to speak to the card department about that.

Update ... it had never been processed, glitch in the system! It's in my account now so thanks for suggesting email CEO, much appreciated.

Glad that worked. Sometimes you have to go to the top!

Wowfudge thank you, it honestly wouldn't have occurred to me. Great speedy result!