Error with online order, any help?

[GorillaGlue]

Wondering if anyone can help.

I did some online shopping pre Christmas from Next and there was no option for home
delivery- so I chose the click and collect at my nearest store option.

Having waited more than a month for these items, I finally received text messages saying various packages and items had arrived. I collected a couple but the majority of my order had not arrived yet. I checked my online account and apparently I had already collected the remaining items. I absolutely had not and so clarified with customer services who said that an error meant they had given all my packages to someone else!! I am so angry as that was £500 worth of items that I had carefully selected, needed and had saved up to buy!

I did query how this happened and the rep told me that perhaps another customer had entered their order reference number incorrectly at the self service collection point and so my 4 packages had been given to them!! The store is supposed to check your ID when you come in to collect a package but this had not been done. This means someone out there has £500 worth of clothes, shoes etc for free!

Next have said they will refund my money but I genuinely needed these items and spent a significant time picking them out.

My question is, should I bother kicking up a fuss? With head office maybe? Has anyone experienced anything similar or has any advice? I really am annoyed because I was waiting for these items to arrive as I actually needed them!

It's annoying, but I wouldn't kick up a fuss (do you mean ask for compensation?) when they've already given you a refund.

I think I just meant kick up a fuss in terms of emailing head office and complaining about this particular store never following the policy of checking ID. This is not the first time this has happened whereby packages have been given to somebody else, which I think is completely unprofessional.

They're refunding you. Their internal processes should flag this error up with the store. You really need to let this go now

Ok thanks everyone, I did need some perspective 😅
I’ll keep an eye out for the refund, as they said it can’t be processed for a month and as long as that goes through, will leave it all alone

A month???? No that's not on

A month?? Id be kicking up a fuss about that. Theyre taking the piss there

A month for a refund after their error is very much not on, especially for that amount of money. I'd be asking for the items or immediate refund and additional compensation.

The customer service rep said it was a large order so would take time to ensure they can refund, but I’ll go back to them?

It seems strange that this happened. When you collect something from next and her the collection code in the machine, when the assistant bring the items out, they should out the persons name. (Then ask for postcode as proof). I can’t see why someone who wrongly entered their code (which could easily happen) would then answer to “ROBINSON” if that’s not their name, even if the assistant messed up and didn’t ask for the postcode

Was it sale stuff? This always takes ages to arrive although I’ve no idea why

Yeah they messed up

A month for a refund is crazy, definitely kick up a fuss about that

I wonder why home delivery wasn't available, I'd expect that option when spending so much

Exactly! I was a bit confused why someone would just pick up things named for someone else? Unless the store assistant didn’t even ask for name and postcode, which is the only way I can see this happening. As I said, this has happened before at this store so I’m assuming they don’t routinely ask for identifying details? Very odd

A couple of items on sale but I bought the bulk pre Christmas so not really sure what the delay was. I didn’t mind waiting but that’s why it’s a little more frustrating having waited so long

I will do thank you! No idea about why the delivery options were limited but I think this entire experience has been a bit of a letdown from start to finish. I guess I should live and learn!

Thank you 😊

Sainsburys handed over an expensive pair of trainers to someone else without checking their ID, the trainers weren't from there but there were a parcel delivery option.
It was a genuine error and the person actually returned them when they realised. I very calmly spoke to the Manager as ID was supposed to be checked and got an apology. The Manager also asked what he could do to make things better, I asked that he ensure all staff properly checked ID in future and I wanted 10 Easter Eggs donated to the school for their Easter event (I was PTA). 😁

It doesn’t make sense though, if the assistant didn’t shout out the name or any other identifying info, then how did the customer collect it? They don’t shout out the collection code

That’s so kind of you, what a lovely thing to ask for!
It does seem odd to me that whoever picked up the packages didn’t then, on realising the error, return them, but maybe they couldn’t be bothered or were too far away? Although the whole point of a click and collect service is you would pick somewhere close to you?

If I had picked something up in error I would have returned it 🤷‍♀️

This is why I was wondering whether I should email head office just to flag this up but there we go.

Oh yes good point 🤔

The only thing I can think of is, the collection point in that store is right outside the stockroom with a bench to sit and wait on. So perhaps the person put in the code and sat down and the assistant came out, saw one person waiting and assumed? But again, 4 packages? And the online account shows them all to be collected at the same time. So what are the chances that whoever was collecting also had 4 packages and didn’t think hang on, these don’t seem like mine.

Plus the packages do have your surname on them or wherever name you used to purchase the items. I guess it’s a Swiss cheese situation, all very odd. I was initially very upset about it all and now I just think what has gone on? But there’s no way I’m getting the items back which is what’s upset me 😔

Yes I’d be annoyed too op. It’s very strange and really annoying