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Original poster

Next retail

40 replies

Tiredmom2323 · 01/05/2025 19:19

Hi all,
Looking for advice , I have ordered a lot from next retail online and returned the items via self return portal in store
There was a few items I scanned in error and i was told by a woman in store if not in box they won't record as a return.
Now next have blocked my account, invetsigating me and said its due to refunds on items they haven't received that were scanned at self return.
They won't speak to me until invetsigation is over but I am worried sick that they might take legal action against me. They said its happened with a number of items but I dont have these items.
Anyone experienced this and know what happens next?
I never look at my account but I noticed the did refund me so im happy to pay for these items but as the girl told me in store it won't be recorded I didn't think much of it or even think to check my account. Also why would they record as received in store if they haven't?
What action will next take?

OP posts:
SomeDanceToForget · 01/05/2025 19:33

How did you manage to scan multiple items you were not returning?

Gazelda · 01/05/2025 19:35

So you scanned. Didn’t put the items in the box. Got refunded. But don’t have the items any longer? This doesn’t add up. Where are the items?

Gazelda · 01/05/2025 19:36

Sorry, that was a blunt response.
But I think they’ll be wondering the same as me. Can you explain what happened, step by step?

ScrewedByFunding · 01/05/2025 19:37

Sounds like they think you're on the fiddle...

Sesma · 01/05/2025 19:43

Did you pick it up from store so had everything with you because if it was home delivery, surely you would leave the stuff you were keeping at home

blackballfinal · 01/05/2025 19:44

How did you accidentally scan things at the returns thing?

Sesma · 01/05/2025 19:46

What was scanned in error

InSpainTheRain · 01/05/2025 20:00

I've twice had a massive confusion with Next. I picked up the order (both times) but what I had ordered was partly there but with a lot of other stuff I hadn't ordered, as it was wrapped I didn't notice until I got it home. Of course the most expensive thing was missing - on both occasions. Next then compounded the issue both times but further messing up refunds, getting my returns wrong. Both times I was investigated.

I went to my local branch at a quiet time, I had written everything out (what I bought, what I received, what I returned with dates and times etc) and discussed with the manager. On both occasions they have eventually rectified it. However, I now won't shop there because I found the stress too much!

If I was you I'd write everything down meticulously, wait for the investigation but be prepared to engage legal help if they get it wrong again (assuming you are being honest and in the right of course).

ToKittyornottoKitty · 01/05/2025 20:01

From your post it sounds like you tried to pull a fast one and got caught to be honest

1988abc · 01/05/2025 20:13

I'd understand one item a oh I didn't mean to return that size oh I won't box it and then it won't be credited but multiple items c'mon now.

MoominMai · 01/05/2025 20:21

This reply has been deleted

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

Original poster
Tiredmom2323 · 01/05/2025 22:36

I was returning a load of stuff. Some same items but different sizes and i scanned wrong items
Said to the girl in store and they said its ok as its not in basket we won't process it

OP posts:
ToKittyornottoKitty · 01/05/2025 22:44

Tiredmom2323 · 01/05/2025 22:36

I was returning a load of stuff. Some same items but different sizes and i scanned wrong items
Said to the girl in store and they said its ok as its not in basket we won't process it

So where are the items?

blackballfinal · 01/05/2025 22:52

Tiredmom2323 · 01/05/2025 22:36

I was returning a load of stuff. Some same items but different sizes and i scanned wrong items
Said to the girl in store and they said its ok as its not in basket we won't process it

Why did you take them to the store if you were not returning them?

Eenameenadeeka · 01/05/2025 23:09

Your story doesn't really make sense, you took some items that you had delivered to return in the store, why did you bring the ones that you wanted to keep? Accidentally scanned them to return and then kept them, but now you don't have them? Where have they gone?

Jeezitneverends · 02/05/2025 04:50

The real issue is shops cutting costs not having enough staff to do this and relying on customers using self service

curtaintwitcher78 · 02/05/2025 06:15

Assuming she ordered multiple sizes of the same items, did click and collect, picked them up at the store, tried them on, returned the sizes that didn't fit, and got a bit mixed up.
You ask customers to do staff jobs and mistakes will happen.

ScrewedByFunding · 02/05/2025 06:18

curtaintwitcher78 · 02/05/2025 06:15

Assuming she ordered multiple sizes of the same items, did click and collect, picked them up at the store, tried them on, returned the sizes that didn't fit, and got a bit mixed up.
You ask customers to do staff jobs and mistakes will happen.

Yes but she says she doesn't have the unreturned clothes... so where and why?

UpTheAnte · 02/05/2025 06:21

Tiredmom2323 · 01/05/2025 22:36

I was returning a load of stuff. Some same items but different sizes and i scanned wrong items
Said to the girl in store and they said its ok as its not in basket we won't process it

Multiple times though?
So let's say you ordered a size 10 and a 12 of one item. You wanted to keep the 12 but scanned it in error. Where is the size 10?

Chiseltip · 02/05/2025 06:54

Of course you did.

Bought loads.
Oops! Scanned the returns in error!
Oh me? Oh I never check my account!
What?
They think I'm trying to scam them!
Me!
No!!!!!!

bigknitblanket · 02/05/2025 07:26

Chiseltip · 02/05/2025 06:54

Of course you did.

Bought loads.
Oops! Scanned the returns in error!
Oh me? Oh I never check my account!
What?
They think I'm trying to scam them!
Me!
No!!!!!!

That’s harsh! Why would a scammer ask on MN for advice?
I assume what the OP is trying to explain is that she kept some items that she’s paid for, returned some which she was refunded for, but scanned the incorrect size which Next have now picked up on (despite the store assistant saying it wouldn’t matter) so now it’s a big cock up.

ToKittyornottoKitty · 02/05/2025 07:29

bigknitblanket · 02/05/2025 07:26

That’s harsh! Why would a scammer ask on MN for advice?
I assume what the OP is trying to explain is that she kept some items that she’s paid for, returned some which she was refunded for, but scanned the incorrect size which Next have now picked up on (despite the store assistant saying it wouldn’t matter) so now it’s a big cock up.

Show quote history

Because she’s been caught and wants to know what action next will take.

Hamandpineapplepizza · 02/05/2025 07:34

None of this makes sense at all.
I don't get how you accidentally scanned them!

ToKittyornottoKitty · 02/05/2025 07:36

I guess with their investigation OP, they will be able to see the CCTV so if you called the store assistant over they will be able to see that and her talking to you etc. So if you’re innocent I wouldn’t stress too much about it

MoominMai · 02/05/2025 07:48

”Why would a scammer ask on MN for advice”

@Chiseltip really?