To think Next can’t charge me for a lost parcel and the replacement amounting to £1500!

[NotAnotherUserName5]

Please help!

I purchased a pushchair from next over 3 weeks ago, on my credit account, with a view to spreading the cost over a couple of month, and I was meant to be delivered by DPD a few days later.

It suddenly stopped tracking in some warehouse 250 miles from me, saying there was a delay. I called DPD and it turns out the parcel had gone missing from this depot.

A missing parcel case was opened, and I contacted Next to give them this information. Including the lost parcel case number.

They agreed to send a replacement and take over the case for the missing parcel, since the contact for delivery was between those two parties.

Got my pushchair fine, then I logged into my Next account to find I was over my credit limit and had both pushchairs on my account my minimum payment also reflects both with the interest added too. Plus it can’t look great on my good credit file.

I was never told this when I called, nor did I agree to it!

I called and was told it will readjust in a few days. It hasn’t. Now I’m being told I need to wait for them to finish this lost parcel investigation. I ask for calls back and no one calls me.

This doesn’t seem right or legal to me? Can anyone advise? I’m fed up of Next giving me the run around

Desperate to sort this

I don't have the link to hand, sorry (on phone) but look up the distance selling regulation - it applies to anything you buy online or by mail order. It is pretty clear that the responsibility for lost packages lies with the seller, and they are responsible for you receiving the goods you ordered and refunding you promptly if you change your mind once you've had a chance to look at them. The most the seller can keep is the postage costs (of the original order, I think) if they've told you in the terms and conditions that they will do so before you buy.

Looks like what they are doing is charging you for the second and intending to refund the first, and will do so when they have concluded investigation. I assume it's legal but it is indeed shit. I'd raise a formal complaint to them.

Thanks. I asked to raise a complaint in my lady’s phone call, and the lady promptly told me she would speak to another department and call me back. She didn’t

In my last phone call not sure how I typed in my lady’s

Try again and if you don't get anywhere then could try social media - hopefully they'll suddenly become more helpful.
You could also speak to your CC company and see ifcthere is anything they can do.

Tweet them - they don't like that kind of publicity and tend to sort things quicker

That’s terrible. I agree with tweeting and Facebook them. Next have got a bit tricky lately with returns. So maybe they have a problem.

However the contract is between Next and DPD not you. So they need to sort the original pushchair out and it shouldn’t affect you. Certainly you shouldn’t be inconvenienced financially. Charging interest on an item you didn’t even receive is CF at its best.

Call them out on social media. It will always get a quicker response and quicker action as it is displayed publicly and can be seen by other customers.

Unless they have reason to suspect foul play - this is outrageous.

Call them back and ask to speak to a supervisor. That often works.

If not - tweet them with all the details. I did this with another supplier and unsatisafactory service. The response was swift.

If you belong to the consumer association Which!, tell them too.

When Next close the file it will remove the amount from the lost pushchair and its interest. Just pay toward your new one. It will right its self in a few weeks. I had an issue with furniture from next and it took four weeks to sort out. At one point I had two lots of tables on my account! I know how it feels. Leave it a week, only pay towards the one pushchair and give them another call.

Jaxhog-this is my concern. What if someone in the depo started or it and forged my signiture?

How could they possibly think I had the item though when it went missing in a depot 250 miles away!

I hope they have gps tracking on the vans associated with the box and cctv in the depo

stole it not started. Must proof read, sorry!

I had this - fortunately for much less expensive mug!- I ended up having to tweet them to get it sorted. They paid no attention to me whatsoever on the phone even though they agreed it was clearly lost. They responded to my tweet pretty quickly.

Ethel36-thanks. How on earth did they lose a table?! Not exactly small. shock]

I received some very poor service from Next last year - I won't go into all the boring details but I was nearly tearing my hair out with the customer services department. In the end I made a complaint and was put in touch with the Senior Enquiry Team - they were fantastic, sorted my problem out straight away and told me to contact them again directly if I ever had another problem as they knew it could be difficult dealing with Customer Services. Give them a call on 0333 7774553 or email them at [email protected] - I can't stress how helpful they were, hope you get sorted!

also, make sure you tell them about all the times you have contacted customer services and not had calls returned etc - I was extremely stressed out after dealing with them and I was compensated for this in gift vouchers.

mamageebo-thank you! I’ll give them a call.

Looks like what they are doing is charging you for the second and intending to refund the first, and will do so when they have concluded investigation. I assume it's legal but it is indeed shit. I'd raise a formal complaint to them.

I agree. They probably CAN do it, but it's pretty poor customer service, IMO. It seems like they could have concluded the investigation, and if they found that you had somehow scammed them out of an extra stroller, then they could have charged you again.

I was about to say to email the CEO (you can find email addresses online) but the Senior Enquiry Team sounds basically the same thing. You’ve tried the normal channels to get this fixed but now the issue needs to be escalated. Once you get beyond the circular thing of having to explain your problem all over again every time you call them, they should sort it out. It’s worth keeping a record of your various calls etc, as they may give you something to compensate for all that hassle/wasted time, as they did for mamageebo. Fingers crossed

I had such a frustrating experience with next that I vowed to only buy things from in their store ever again. Mine was very different though - I put all my my bank details in to pay for an item. They didn't charge my card at all, but instead used my details to sign me up for their credit card (no mention of credit card during the transaction) and charged the item to that. Apparently nothing could be done and I just had to pay the card off. I was livid!

Wow! I won't be buying anything from Next in that case.

I took some items back last week. The lady on the till told me they might charge me for returning items, it was very weird. I don’t know I’ll want to order online again if they are going to charge me to return something to the store.

Standard for next - I’ve had this happen to me a few times. Charged twice!

Last year I had to threaten Next with trading standards, the dispute was sorted out that day, but I'd been arguing with them for a few days before that. Definitely tell them you will escalate it.