To think Next’s online service has gone downhill?

[KatesCoke]

I use Next all the time and have for many years. I pay the £20 per year for unlimited delivery and returns. I order loads and return loads as I’ll order things I’m not sure about with the comfort they’re easy to return. I get everything for the kids from their school uniforms etc.

Not had any issues until recently- the last few months I’ve found I need to keep an eye on my account. A couple of times I’ve returned things and they’ve not been receipted in by them despite being in the same parcel as other items. I’ve had to call and ask they’re refunded.

Also made a payment (I use next pay) and it wasn’t added to my account. Had to speak to their accounts dept to resolve it and the way they added it to my invoice didn’t make
sense as they’d issue a subsequent invoice. Initially they couldn’t find the payment which panicked me as it was £300.

Just wondering if they’ve had a change there?

I’m the same as you, used Next online for 15+ years and the last year or two it’s really gone downhill. Parcels are often delayed and I’ve had items missing from parcels that I feel I have to prove are missing (no idea how I can do this). I’ve also had returned items not go back onto my account and I’ve had to chase them too. I shop in John Lewis a lot too and their customer service, delivery and returns are so much better.

I had the same with a return recently. I suspect it wouldn't have been credited back to my account if I hadn't rang and chased it.

No - mine definitely wouldn’t have. It was on my next statement. That’s happened more than once.

I find it annoying that I’m having to keep such a close eye on it. I probs spend £200-350 each month there.

I also order lots from them, my biggest issue is Everi don't bother coming to collect my returns! I have to order something else to get her to come and pick other parcels up. Do they get paid less for pick ups I wonder..