To expect Next to check returns in store if you return in store- accused of fraud!

[tequilam0ckingbird]

I bought some trainers in December, they didn't fit, so I returned them a few days later. I returned them in store, the lady opened the box to check that there were trainers in there before accepting the return.

I got an email 2 days later saying my return had been received.

Today (20 days after return) I got a package in the post, Next have sent me a box of worn trainers and said that they can't accept this as a return.The trainers are not the ones I returned! I returned my trainers unworn, in packaging (tissue paper). The ones I got back have clearly been worn, all tags removed. They are also a different size.

I got a letter saying I have incurred an investigation fee and threatening to close my account!

I called the number on the letter, and they basically have said that I returned the (very clearly worn trainers) in store. They said that they would not be overturning the decision as their evidence suggests I returned worn trainers! They said the staff do not check returns, they just scan them and return for inspection.

Surely they wouldn't allow someone to return a blatantly worn pair of trainers with no tags?

I have instigated the complaints procedure, I am hoping they can check CCTV or something which I am hoping shows that the trainers I returned were brand new and had tags... but I feel so disappointed by this.

I have spent thousands at Next over the years, I buy every single month as I love that I can try things on and return them.

I think the worn trainers are fakes too as the stitching looks weird. Something unusual has happened at the warehouse IMO and the box I returned mine in has been used for these worn trainers.

Has anything like this happened to anyone else?

That's dreadful! I would tell them you are going to go to Citizen's Advice and posting on social media(which obviously you have done). Have you got the receipt still? And going forward take photos on you phone with every purchase/return.

That's terrible - did you buy the trainers online or in-store originally? Surely there is some evidence of the size you purchased so it's nonsensical that those they have sent back to you are the ones you originally bought?

I thought they scanned the label or tag for returns not a box so they would have seen the item being returned surely?

How will cctv show they were new and tagged if the person didn’t check them?

I am hoping it will show them opening the box and there clearly being packing material etc around the trainers. This is how I returned them. The ones they sent back to me had no packing material.

I thought so do... and I could have sworn that's what she did... but I suppose she could have just scanned the box.

Well, deffo I will take photos in future... but you would have thought a store return would negate the need for that!

I bought them online and then returned in store.
They have basically said the trainers are exactly the same as they have a unique ID... but I don't see how as there are no tags on the trainers... only on the box.

So... someone took your exact shoebox, removed your new trainers, replaced them with old trainers of a similar look but different size, and then presumably flagged the box as containing a fraudulent return.

This to me sounds like someone in the pathway between the store and the warehouse engaged in fraud, hoping to get themselves a new pair of shoes for free (i.e. at your expense), or, possibly, has a whole method of doing this for fun and profit.

Hard to prove it wasn't you but maybe it will happen again and the company will come back to you, groveling that they have now identified a worker using their returns process as a profit-making enterprise.

Or not.

I'm sorry this happened to you, but thanks for the notification. I assume you'll now take a photo of every return before you make it. So will I.

Ugh.

They probably accepted a fake or obviously worn one and are trying to offload them on you.

once they accept the return instore it’s on them. Very cheeky to offer in store returns when that’s not what this is. This is an in store drop off.

but even if you take a photo of the return before you make it, the shop could still say you swapped it between taking the photo and handing the box to the staff member.

This is really shocking OP. I'd be really angry, and be tempted to write a formal complaint, highlighting how much you spend with them, that there is clearly someone stealing in their staff process, that it's their fault if they don't have a sufficiently robust returns process, and threatening legal action.

As you say, the whole point of returning in store is that the items should be checked, and the refunded processed, there and then!

Shops are getting worse and worse atm. I've returned several things to both M&S and George, multiple occasions they haven't refunded all of the items and I've had to phone up (and wait in a queue for ages) to try and sort it. Luckily they believed me but how do you prove how many items you put in the return bag unless you literally film yourself packaging it, sealing it, and then again handing over the sealed package to the post office/returns box etc.

yes, hard to prove it wasn't me... but equally, hard to prove it was! It's their word against mine...except, in my favour (surely!) a member of their staff scanned these in for me in store for the return.

Also, I did get an email from them 2 days after I returned them in store to say the return was accepted. Surely after that, they can't say "actually no, we have changed our mind".

I think it's a possibility that these were stored with other similar trainers when they were being sorted and got swapped, accidentally or otherwise.

But they're not even the same size!!!

We just did our first in store return at Next and it did not feel secure at all. Everyone just chucking stuff into the bin without packaging. Nowhere else does it like that. Even at asda everything is securely packaged first.

I am not letting it drop. The trainers are £70 plus they have charged me £35 "investigation fee".

I will definitely be pointing at all the other purchases I make, and all the other, totally fine returns I have done. Very very disappointing... and stressful that I have to sort this.

I spoke to 2 different people and they said they can't overturn this and that I would need to make a complaint.

Both trainers have to have tags on for them to accept the return. Both trainer tags are scanned at the till. Your Next ‘return receipt’ usually sent by email will clearly show the product and size you returned.

If the trainers sent to you do not match the size you returned then you have nothing to worry about.

If you hadn’t worn them, I can only think a member of staff has put their worn ‘employee discounted’ trainers in the box and kept the fresh pair. Although, if they are not their size I can’t see the benefit of them doing this.

Check your email return receipt.

It's interesting you say this...
We returned some items at the weekend, same as you - all unworn, brand new with tags, generally not suitable. Most were returned using the self service item, but one pair of shoes was returned to the till. I joked to my partner because we both noticed the lady scanned the box and didn't even look inside.

I don't see how their case would stand up, given that you pass across responsibility to them when you hand over the item. Even if you return the item sealed, they open it - therefore you are trusting that the (99% Next staff are good people and would likely never steal) staff are not stealing from their employer.

This sounds like someone dodgy on their end nicking stuff. I’m really shocked they would do this though if you have an account and they can see you are a good, regular customer.

Makes me think in future we should film ourselves doing the return!

The looking in the box thing is a bit of a moot point though as usually when I return things to next they are in the package and the staff member doesn’t actually see it and just throws it in the returns box unless I’m remembering wrong?

I asked an AI what to do. It said make a subject access request as they legally have 30 days to comply, definitely don’t pay any fee.

Here’s the long version:

Your legal position (UK)
Under the Consumer Rights Act 2015 and general contract law:

• Once the store accepted the return, the goods became their responsibility
• The burden is on Next to prove that you returned worn/fake items
• An internal report is not proof
• You are not responsible for errors that occur after acceptance

If this went to court, Next would need to show:

• That the item they sent back is the same item you returned
• That their chain of custody is reliable

Based on what you’ve said, that would be very difficult for them.

What to do next (step by step)
1. Put everything in writing (crucial)
Phone calls don’t protect you.
Email or write to Next Customer Relations and clearly state:

• You deny returning worn or fake trainers
• The return was accepted in store
• The items returned to you are not the same
• You believe an internal error or mix-up has occurred
• You dispute any investigation fee
• You require:
• A full reversal of the decision
• Written confirmation that no adverse action will be taken against your account

If you want, I can draft this letter for you.

2. Demand evidence (politely but firmly)
Ask for:

• CCTV from the store on the day of return
• The staff member’s return log
• Photographs taken at inspection (if they claim they exist)
• Confirmation of the chain of custody from store → warehouse

You are entitled to ask — especially since they’re accusing you.

3. Submit a Subject Access Request (SAR)
This is very powerful.
Ask for all personal data relating to this return, including:

• Return records
• Internal notes
• Investigation notes
• Any photos
• Any fraud markers on your account

They have 30 days to comply. (State this is a formal Subject Access Request under UK GDPR.)

4. Do NOT pay the investigation fee
Paying can be taken as acceptance of fault.
If they try to debit it automatically:

• Challenge it immediately
• Your bank can reverse it

5. If they dig their heels in
You can escalate to:

• CEO escalation team at Next
• RetailADR (if Next is a member)
• Small Claims Court (very low risk for you — and often prompts settlement)

Retailers often back down once they realise the customer understands their rights.

If you’d like, I can:
Draft a strong but calm escalation email

• Help you write a SAR
• Help you prepare a small claims pre-action letter (often the final nudge)

Just tell me what you want to do next.

it does show this yes... I can't stake my life on the cashier scanning both tags... if she did then this will be on the CCTV and they will have to admit fault... but I have a feeling she just scanned the box. I can't remember as I buy and return a lot of Next stuff!

When I called they were implying I returned different trainers to the ones that I bought in the same box that I bought them in. They said the trainers were tagged and they know that the ones I returned are the ones I bought from them... even though there are no tags on them (as they have been worn!).

with clothing, they definitely scan the tag on the clothing item. I have returned shoes before where they scan each shoe... but I can't remember them doing that this time!

are they very very worn? Like in a state that they couldn't have gotten in between the time you received them and returned them?

Surely this is a form of theft....as between you handing them back and them getting to the depot they have been stolen/swapped and you are being financially penalized, and deprived of the items you bought. Might be worth just checking with the police...

Have they said they will also recharge you or anything?

Definitely don't let it lie...absolutely detest lying devious people, so hope you get to the bottom of it!

thanks... they already escalated my complaint and someone will call me... I will do this if the complaint call gets me no-where.

Yeah she could've done that herself

How can they say both is true??

Its either the ones you bought but worn OR different trainers...they cant say its both.

They look like they have been worn outside once. They have dirt/grit on the sole and creases on the top... the laces are tied. They are definitely not the same trainers that I returned as I returned one size and the ones I got back are a different size.

They didn't say they would recharge me, they said they are not accepting the return and will charge me £35 investigation.

The 2 people I spoke to on the phone were adamant that the warehouse can't have possibly made a mistake and that they definitely investigated this thoroughly. they also say they have photos... though the photos will be of the worn pair that were returned to me.