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Original poster

To think that Next will give me a refund?

58 replies

Flossyfloof · 28/10/2017 18:40

Bought a few bits in a Next outlet centre last week. I only want to keep one item and return three. I can't find the receipt - not thrown it away but cannot find it anywhere. I paid by card so I have a record of the purchase. If I take everything back along with the skirt I want to keep will they refund, do you think? Or credit note? I don't mind either, I just don't want to be stuck with a load of stuff I don't want!

OP posts:
MongerTruffle · 28/10/2017 18:57

My most recent post only applies if the goods are fit for purpose. If not, then a bank statement can be used as proof of purchase if the retailer requests it.

Summerisdone · 28/10/2017 18:58

I've not shopped at Next for a few years now but IME they were always one of the best stores to deal with when it came to returns.
Usually you'd be given the value back in vouchers/put on a gift card.

I couldn't say if they still operate that way however, because I also remember there was a time when shoplifters would rob from there and then sell the stuff for a fraction of the price and the people who bought the stolen goods would take items back to Next and get full value in vouchers.
This was something that happened a lot where I lived and also areas surrounding me too, so if it was a wide spread thing then Next may have changed their returns policy.

DuchessofStBridget · 28/10/2017 19:00

My store routinely accepts bank statements as proof of purchase... I personally would have the concern that MongerTruffle outlined but I supposed it all boils down to giving the customer the benefit of the doubt.

happyelf · 28/10/2017 19:01

I've returned things to next with no receipt. They gave me the cheapest price that the item had sold at regardless of price on ticket. They refunded onto a refund card. Similar to a gift card but can't be used online

Bubblebubblepop · 28/10/2017 19:02

It's not next. It's a next outlet- presumably choice? It's a different shop

Littlebelina · 28/10/2017 19:02

A bank statement is a proof of purchase and if the goods were faulty a retailer should accept it as such (even if they stick up signs telling you otherwise).

However in this case the goods aren't faulty and since the op brought them in store not online the retailer doesn't have to refund (or even exchange\give credit) even with proof of purchase. They may chose to do and it can't hurt to ask

Sirzy · 28/10/2017 19:04

bubble the next outlet I use is part of next, you can return things to any next store (although only have 14 days to do so IIRC) it is just like an all year round sale basically and generally full of as much shit as the sale

WhatToDoAboutThis2017 · 28/10/2017 19:06

The goods aren't faulty, so the fact that a bank statement can be used as proof of purchase in that instance is irrelevant.

You have no rights if there's nothing wrong with the goods; the shop does not have to give a refund/exchange/credit note even with a receipt if they don't want to.

www.consumercouncil.org.uk/filestore/documents/Consumer%20Rights%20presentation.pdf

Overreaction1 · 28/10/2017 19:09

Take them back and make a fuss, obviously be polite it's not the sale assistants fault but go on and on that you shop there regularly loyal customer etc and you want a refund. Also that you bought one item and they had this on the wrong hanger so that is their fault.
Just spout off customer service, ask to speak to a manager if necessary and they will probably agree to refund. Good luck.

gingerbreadmam · 28/10/2017 19:10

I had a bad experience with next recently. Bought a light knit sheer top with gemstones on the front.
Cut all tags off because they were visible.

Wore top once then noticed a couple of snags on it caused by catching on the gems. It was about 30 so took it back to the shop to return as faulty and they wouldn't accept it.

I later emailed customer services and never even got a response.

It's a nice top, I've pulled the snags back through which were most obvious and worn since but very annoying.

WhatToDoAboutThis2017 · 28/10/2017 19:11

Overreaction1 Considering she wants to return three items, that won't work.

Sirzy · 28/10/2017 19:12

Very apt name for overreaction

Lellochip · 28/10/2017 19:13

Next Clearance have the same refund process as the normal stores. With a receipt you get the value back, without a receipt usually do the value onto a gift card without any problem. If it had been on sale they would only refund the sale price though, as you can't prove you paid full price without a dated receipt.

If you're happy with a gift card you'll be fine. If you wanted cash back, in theory they could look up the sale on their records if you have date and time of the purchase but not sure how easy this is and whether they would actually do it for you.

EnglishGirlApproximately · 28/10/2017 19:16

Honestly don’t make a big fuss and spout customer service it won’t help. I was a retail manager for 20 years and people making a fuss and banging on about their none existent rights never made me want to do them a favour. Just phone the shop and ask them what the refund policy is, save yourself the drama

Molehillfromamountain · 28/10/2017 19:17

Next have fancy tags which give each item an ID, they will know when you bought it and how much you paid for it. I've had a gift card from Next when I lost a receipt and they were fine. Don't go in and make a fuss as some suggested, just be polite and ask.
Most stores will accept a bank statement and can cross reference their sales with the date on the statement to act as proof of purchase. It's also possible to access receipts electronically in some cases.

Possumfish · 28/10/2017 19:21

I used to work for next back in the day. We didn't accept a card statement as proof of purchase. But you'd get an exchange or credit note without. Things may have changed now though!

LightastheBreeze · 28/10/2017 19:27

I often take stuff back to Next without a receipt, all their goods are traceable, as they still have the tags on it should be fine, you will most likely get a refund card

WhatToDoAboutThis2017 · 28/10/2017 19:29

Most stores will accept a bank statement and can cross reference their sales with the date on the statement to act as proof of purchase.

The majority of stores do not have this ability.

Aworldofmyown · 28/10/2017 19:32

I worked in Next until this year and they will return it with no questions for a refund card. The only issue you may have is, if it doesn't have its unique POS tag the system may not pick up your transaction. In which case if the product has gone down in price since you purchased, you will only get that amount back, if that makes sense.

If it does pick up your original transaction info it may even offer you a refund in your original payment.

Aworldofmyown · 28/10/2017 19:38

Ginger whilst I get why you're annoyed, the item was faulty after all.

It is very difficult to return something with absolutely no tags. Was the item still on sale? Did you have a receipt? We quite frequently had people trying to return stock from other companies!! (not saying you were doing that btw)

Honestly if they could have returned it for you I suspect they would have, I was always gobsmacked by some of the stuff we would accept.

leannejade · 28/10/2017 19:40

Former Next employee of 5 years. They will refund it.

You can either exchange, or the money will go on to a refund card.
If you still have the tags in the items, if they had the longer codes (longer than 8 digits, I believe) it has all the information of where the item was purchased, when, and how much it was purchased for, so you would get the same amount refunded.
However, if there is only the shorter product code and no barcode label on the inside seam of the item to scan (which may not have even been scanned by the employee at time of purchase) and this item has been further reduced, you will only receive the current selling price.

Hope this helps!

OlafLovesAnna · 28/10/2017 19:50

I wanted to exchange something in Next last week which I had bought 3 weeks previously, the sales assistant scanned the item, asked aprox when I bought it and confirmed my card number with me.

She then just processed the exchange with no problem, it was a normal Next though, not an outlet one but I can't see they'd be too much difference.

mrssunshinexxx · 28/10/2017 19:53

Yes they will I've just done exactly this and they didn't even ask to see it on my bank statement x

Leamington99 · 28/10/2017 20:14

I was a topshop supervisor for 4 years until recently, so can’t specifically speak for next but I would look for your receipt as there is 0 chance you’d get a refund without one. No receipt refunds can get someone fired

Especially as you purchased sale items, they have no idea how much you actually paid and I’m sure you’ll be annoyed if they’re now worth less and you’ll only be eligible for an exchange. Very much doubt you’ll get a ‘credit note’/gift card, just an exchange on the spot

If items are faulty a bank statement is sufficient, but not if you’re just not feeling them anymore, completely different scenario. They’re under no legal obligation to refund for buyer’s remorse

I would look for the receipt. Failing that, go back to the exact store you purchased from and speak to a manager. There’s a small possibility admin can retrieve your receipt but again I’m thinking from a topshop perspective - I would go in hoping for an exchange at current selling price

Molehillfromamountain · 28/10/2017 20:28

*Most stores will accept a bank statement and can cross reference their sales with the date on the statement to act as proof of purchase.

The majority of stores do not have this ability.*

Mine does...

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