Additional item received in Next online order

[ElderMillennial]

I ordered some clothes for myself and baby from Next and they arrived yesterday. There was a duplicate of one of the items I ordered for baby, though in a different size. Think "I love mummy" type romper. I ordered an "I love mummy" and an "I love daddy" amongst other things. They were different designs and I ordered different sizes. In the pack with the I love daddy one was an additional I love mummy romper in a larger size than the ones I'd ordered.

I called Next to tell them and ask what to do about it because I didn't order it and hadn't paid for it. I went through to a call centre and said I'd received an additional item that I hadn't ordered. The person I spoke to didn't even ask what the item was or anything and just said she would arrange a courier to collect it today.

Courier has been today and says she can only take it in a bag (which is fine, I can put it in a bag but it's not in one as it was in a bag with an item I had ordered) and with the returns label. I said I hadn't wanted to give her the returns label as I had ordered other things that I am yet to try on etc.

She suggested calling Next again and asking for a label for it.

AIBU to think this is a lot of effort for a £6 item when it's not even my error! I would have made use of the item so I called them because it's the right thing to do rather than for my own benefit but I just don't think the lady was very helpful on the phone. If she'd said I needed a returns label I could have asked her there and then what to do if I wanted to return anything else.

Your downfall was your honesty really. M&S did this to me one Christmas and I just kept the extra stuff…

I had something similar happen with M&S once and when I called them they said to keep the additional item. I thought Next might have done the same but I was prepared to send it back. I have always spoken up with anything like this but it's just annoying that I have to call again to fix their error.

I’d just keep it. It’s £6 and sounds like a lot of hassle.

You can return the other stuff to a next store without a returns note, I’ve just returned trousers that my husband helpfully chucked all the packaging out for when he tried them on.

I believe you can also print a returns note from the website if you need one.

Keep it! Madness making work to send it back for £6, they really won’t care

My sister had that with a £600 TV from John Lewis who delivered 2 on separate days. Being uber honest, she spent 3 days on phone before they'd arrange to collect it free of charge and then they credited her account so the original was free! She persevered (though some wouldn't have) and JL eventually allowed her to make an ex gratia payment of £600 to cancel out the refund but heaven knows how they accounted for it. I'd have kept a small item like a romper suit but that probably says more about me than you

Just keep it now, you’ve tried and it’s turning into more hassle than it’s worth.

I was going to ask if it's a black tshirt with blue palm trees on the bottom in a size 18. Because mine has gone AWOL from my order today.

How long did it take to get through to the call centre because I need to ring today.

Lakeland once sent me something I hadn't ordered - I'd had it in my basket with a few other bits but took it out before paying as I thought it was too expensive - only about £10 but I felt it was overpriced for what it was.

It turned up anyway, free of charge!

I raised it with them & they told me to keep it

I recently order 3 items from boohoo. Sent 2 back as they didn't fit. Clearly stated on the returns portal I was keeping one and returning 2. Posted them back and got refunded for all 3. I'm not going out of my way to fix their error when £6 (incidentally the same as yours) is a drop in the ocean to them. Looks like your honesty has caused you more hassle than it has helped!

You don't need to contact them again. Just hold on to it until you've checked the fit of the other items then send everything you don't want plus this extra item back together. Put a note in with the extra item to explain. Job done.

@SMabbutt

You don't need to contact them again. Just hold on to it until you've checked the fit of the other items then send everything you don't want plus this extra item back together. Put a note in with the extra item to explain. Job done.

This.

Next are awful when they make an error like this. I ordered a nice hoodie, it arrived and was lovely and fitted correctly so I kept it. A few days later I got an e-nail saying they had received my returned item and were processing a refund…ehm what now? I left it thinking it was an error but the £35 came back into my bank. I made 3 calls, got nowhere so kept the item and the money.

Big fuss about nothing. Just put it in the bag with the other returns.

Yes exactly something similar happened with M&S. I ordered something to store and it came in duplicate. I picked up the one I'd ordered and then a second arrived with an email inviting collection. I didn't collect the second one as I hadn't ordered and paid for it. I then received an snail saying I'd be refunded £35. I called M&S and they said they had no mechanism to take payment so I got it for free.

So I can return this item with any other returns if there are any (haven't tried on and decided yet) but it wouldn't surprise me if they refund me £6!

If there's something you want to return then put it in with that, otherwise keep it.

I'd have kept the extra TV too though so maybe I'm just a bad person. No one ever tells me when I under charge them.

sounds like a pita - especially when you hear about how few returned items end up back on the shelves anyway - a lot just goes to landfill (although tbf I don't know if Next are a particular offender for this). But for £6 if they asked me to so much as lift a finger to rectify their mistake they'd get "I don't actually work for Next you know" from me!

So I've still got this item as I called, they said they'd send courier, courier needed returns slips etc, I was going to call again or email him haven't... so it's upstairs.

I should email them.

It's such a hassle for their mistake when I have already called once and that took a while but I feel bad keeping it and using it.

YANBU but tbh you could have called them by the time you had written out this thread. Is it really such a problem to call again or are you looking for a way to justify keeping the badysuit. 🤷🏻‍♀️

I always let companies know if I get something I didn't order and mostly get told I can keep the item. Amazon accidentally sent me a special edition Xbox instead of some pans but unfortunately they wanted them back

For companies like Next (and especially) Amazon I'd have just kept it. Small businesses/independents I'd contact to get the item back to them.

I did call them. It took ages to get through and did t resolve the problem. It's calling twice I resent when I'm sure I'll get through to someone unhelpful in a call centre.

Plus I couldn't find the order number last time I checked.

I'll check again and would rather email.