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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be pi--ed off with Next sending me something I don't want and then charging me for it

43 replies

needahand · 23/04/2008 13:26

I have just received my statement and have noticed that they are charging me £3.75 for their directory which I never ordered not want. I have now sorted the situation with them but I find shocking that they are holding people to ransom like that especially since when you order online you don't seem to have an option to pay apart from opening their credit account. No doubt a lot of people must get caught thinking they paid off their account only to have interest piling up on £3.75 without their knowledge. It is not a big sum but it might affect one's credit rating if left unpaid in the long run.

But apparenlty I am the first every customer to have had an issue with this an complain. Funny that!

OP posts:
hatrick · 23/04/2008 13:29

This reply has been deleted

Message withdrawn

Original poster
needahand · 23/04/2008 13:30

Exactly one of the point I raised with them hatrick. Oh so that makes two of us having an issue with this? Funny that!

OP posts:
NoNickname · 23/04/2008 13:30

You can always tell them you don't want the catalogue, AFAIK. I'm sure lots of people do (I don't believe that you are the first to complain). They email me in advance (I think) and tell me it's coming, and what to do if I don't want it.

Original poster
needahand · 23/04/2008 13:32

I did that they will arrange for someone to pick it up as apparently they won't refund me unless they get it back (we shall see about that). I have never received any e-mail telling me it is coming I have to say.

I just don't like this manner of proceeding to be honest. It is not a nice way to treat one's customers

OP posts:
PrimulaVeris · 23/04/2008 13:33

I got caught out EXACTLY like that. And what's more they completely bodged up my order too.

I complained. Couldn't get through on their customer service line. So then when I did get through I had loads to complain about.

Eventually ... they cancelled the directory, sorted the order and gave me a £20 voucher. But it took a lot of my time and persistent chasing - I think I did a 'disgusted of Tunbridge Wells' letter too.

I will never, ever, ever use them again.

SugaryBits · 23/04/2008 13:34

I phoned to complain so you are definitely not the first!

SugaryBits · 23/04/2008 13:34

I phoned to complain so you are definitely not the first!

PrimulaVeris · 23/04/2008 13:35

Yes NoNicknames right - you CAN cancel the directory but only if you have a few spare hours to spend on their customer service line. So I gave up and did the whole complaint hog

muppetgirl · 23/04/2008 13:37

isn't that 'inertia' selling (sorry if spelt wrong!!) which is illegal?

..will check out

Fimbo · 23/04/2008 13:39

I never paid the £3.75 and they kept adding interest to it every month. About a year later they just closed my account (without any notice!), stopped sending the bills and I have never heard from them again.

I tried to open another account recently as I wanted some curtains but it was such hard work and I couldn't understand the foreign operator that in the end I gave up.

muppetgirl · 23/04/2008 13:39

yep
here's a defintion

Term: inertia selling

Inertia selling takes place when unsolicited goods are sent to a consumer by a business with a view to their acquiring them. The consumer has no reasonable cause to believe that they were sent with a view to their being acquired for the purposes of a business, and there is no agreement with the consumer to acquire the goods or any agreement to return the goods.

The recipient of the goods may use, deal with or dispose of the goods as if they were an unconditional gift to him, and the rights of the sender are extinguished such that they are not entitled to sue for payment of the goods.

Usage: The supplier was found guilty of claiming payment for goods supplied by inertia selling.

Related Words: Distance Selling; Consumer Protection (Distance Selling) Regulations; contracts; agreement.

source Gillhams solicitors

Original poster
needahand · 23/04/2008 13:47

Flimbo i would be careful though as they can sell the "debt" on and it can affect your credit rating.

I knew I wasn't the first to complain as this is such an unfair practice. But I am that the customer service person had the cheek to run that argument. She also tried to advance other arguments including terms and conditions, but their were nipped in the bud quite quickly. I think when I mentioned the OFT she and when I dismissed her arguments about the T&Cs she realised she wouldn't have any other choice than to sort this out. I can promise you that I will be watching my incoming post with interest in the next few weeks.

And yes it is inertia selling, but I thought I would keep that one for later. I am really really considering writing to the OFT when this is sorted though. I can't believe some businesses especially one that is well established like next would do that to their unsuspected customers.

OP posts:
muppetgirl · 23/04/2008 13:50

I have to say that's why I have never got their drectory as it costs £3.75. I also know a lady that works for them and they can be pretty nasty to their employees too...

Original poster
needahand · 23/04/2008 13:53

well one way or the other the experience has definitely put me off and I will think twice about buying from them in the future.

OP posts:
NickiSue · 23/04/2008 13:54

Agree with Needahand
I never asked for a catalogue, was sent one anyway and later billed, refused to pay and asked for it to be picked up (they refused). never heard anymore - however recently when checking my credit file online - they credit checked me before sending the catalogue - and presumably opening me an account without permission, and its on my credit file as £3 outstanding (its been a while!). Ok its £3 but!!!

nervousal · 23/04/2008 13:56

Isn't the arrangement re the catalogues part of the small print when you open an account?

Original poster
needahand · 23/04/2008 13:57

I know Nicki I think that is what I have the biggest issue with. As in my mind I had paid everything and if I hadn't listened to my little innervoice, I would not have opened their further letters. But from experience I know that any unpaid amounts however small may have an impact on your credit score. That is why I am so because a lot of unsuspected people must get caught and must wonder why their credit rating is what it is, without knowing that it might all be due to a charge + interest for unpaid directory. To me it is a cowboy technique I am ranting and ranting but it is one of my pet's hate

OP posts:
Original poster
needahand · 23/04/2008 13:58

nervousal: having a small print does not mean that such small print is fair in a business to customer transaction, especially when the customer has no other alternative than to accept

OP posts:
2GIRLS · 23/04/2008 16:41

I think you get the cost of the directory back when you place an order for delivery to your house. There isn't any delivery charge, which usually is £3.50 or £3.75.

Though I shop online and get it delivered to a local store sometimes which is free anyway, but it's much handier to get it straight to the door as I'm too lazy to go to town.

Adn I think nervousal is right about the catalogues, they'll send it to you if you have an account so I don't think that this is unsolicited goods.

lucyellensmum · 23/04/2008 17:15

needahand - you are most definately not the first to have this problem. I was sent a second catlogue after being co-erced to have the first one, funnily enough the assistant didnt make it clear i would have to pay for the thing if i didnt order. When i received the second, after informing them i no longer wished to receive i rang them and said "i didn't ask for this" please will you refund my money - i was then told "yes of course, if you wouldnt mind popping it in the bag we sent you and popping it along to post back to us" - to which i replied, i have already had to waste my time on the phone to you, the only place i will be "popping" to, is out to my recycling bin where i will "pop" your unwanted catalogue. Needless to say, i didnt receive anymore.

That and the fact that next are probably one of the companies that employ slave labour in sweat shops is enough for me to stop shopping with them fall stop. I get all of mine and DDs clothes in the charity shop now, for personal reasons, but i do get a real kick out of the fact that is less money in their fat pockets

lucyellensmum · 23/04/2008 17:18

2girls, of course it is unsolicited goods, unless it is clearly stated in the accounts contract that a catalogue will be sent out, at hte price of £3.75 if no order placed. My DP has accounts with various builders merchants, they certainly dont send him stuff that he doesnt ask for and expect him to pay for it - they just are relying on the fact that £3.75 isnt a bank breaking amount of money and that many people cannot be arsed to complain and its easier just to let the money be taken outof their account - it is a very cynical and unethical way to trade.

Takenoprisoners · 23/04/2008 17:24

I have had exactly the same problem - & spent ages on the phone to get them to take it back. The assistant was extremely snotty with me and told me that it was my fault because I'd not checked the "no catalogue" box on an online order - it was so small that I had missed it and so was liable to pay for this catalogue. They did send someone to take it back, but apart from objecting to this high-pressure selling where they try to force you to pay for something you don't need or want, I really, really object to the waste of paper and resources. I mean, sending a whole person in a car out to collect the damn thing! Why not just clear the charge and me, the customer, recycle it ? Will not order from them again.

Original poster
needahand · 23/04/2008 17:34

lucyellen. They have also asked me to pop it in the bag. I was actually surprised they would bother to send someone to pick this up. More delaying tactic there I suppose. Surely it cost them more to send someone than the £3.75. They said leave it at a convenient place but i want them to ring at my door and I will make them sign a receipt otherwise I can see this going in circles. What a waste of my time. Perhaps I should send them a bill for that and considering what I do for a living it would be a hefty one!

If they don't pick it up though I will do the same as you. I mean charging for a catalogue, surely they make enough profit. It is just a tool to catch people/coerce them into buying more.

It is not the £3.75 i am pissed off with, it is the principle of it. I agree with you that it is a very cynical and unethical way to trade.

OP posts:
zippitippitoes · 23/04/2008 17:36

ok this thread just reminded me to ring them and tell them to piss off

it has taken a very quick phone call to sort it out

but maybe because i sounded so peed off

i just said the ;last thing i wanted was a directory from next i'm not paying for it as i had such appalling experience with next online that i would certainly not be ordering from them

they have promised to send me a customer questionnaire should i feel like telling them why hahahahahahahah

zippitippitoes · 23/04/2008 17:36

they didnt dare mention having it back