AIBU to escalate Next return refund missing since February?

[Meandmouse]

Hi, I returned about €200 worth of towels and sheets to Next in February. I did notice I hadn’t got my refund and chased it up to be told apologies there was a problem with some refunds but all would be sorted.
However nothing has been received.
They keep telling me it has been refunded and sending me screenshots of items showing refunded.
I have asked for proof of refund and all I receive is confirmation it’s been refunded.
This has now been ongoing since end of February. I am at a loss how to get my money refunded . As every time I speak with someone , they just tell me it has been refunded. Today was the best response confirmation it was refunded to my Barclays account (Barclays doesn’t operate in Ireland!!)
Has anyone had this and how have they resolved it. Cos it’s a lot of money for me. Would have kept the stuff only it was absolutely shite quality .

Is it sat in your Next account?

It says refunded to my card (last 4 digits) but it hasn’t. However it did say that when they advised it actually hadn’t been refunded due to technical problems and I received an email saying certain refunds had not been processed

I had a similar problem with Next, bought some stuff, paid for it, returned some stuff and they never refunded me. Said I hadn't paid for it in the first place as they don't take money straight away (they most definitely had taken payment on the day I bought it)....?!

After about fifty billion emails, providing my bank statements, and a long scathing Trustpilot review they finally realised they did in fact owe me money. I think the Trustpilot review did it as I called them out on being scammers and fiddling their books 😅

https://zendesk.next.co.uk/hc/en-gb/articles/4407489973777-Complaints-Process

If there's no joy 8 weeks after logging, escalate to the Ombudsman- sometimes it's the only way- and it always works.

Do a chargeback with your bank.

I have tried all ways to communicate with them. Hit a stonewall. Also complete lack of comprehension in customer service.
Do wonder is it a scam and people just don’t notice they haven’t received refunds?

I will try that thanks. Never had to do one before

I’ve found the opposite, I request a call back and have found the staff to be really good. I’ve sent a few faulty things back over the years and had a couple of other issues and they’ve got sorted quickly.

In relation to this issue. I have never received a call back. Despite requesting it. I keep been told 24 hours and no call back ever received. Therefore I keep calling back to be told the same information

But obviously this isn't the case for this poster or are you suggesting they are lying coz you didn't get the same response. 🙄
Definitely escalate it and go to your bank. If you paid by credit card you get more rights too.

No I don’t think the poster is lying but I also don’t think Next are scamming people.

I wouldn’t have let this go on as long as it is.

Please me how you would have resolved it. If you can give me any pointers, I would be very grateful.

Hi OP. I had a similar experience of hitting a customer service brick wall with Next even though I repeatedly called and emailed. It was over an order that went awol and they coulsnt find it, track it or do anything.

I was corresponding with them via this email address:
Wearelistening @ next. com

(Surely ironic - on one of my several trustpilot reviews I suggested that they change it to we arent listening and we dont care@ next.com...)

After a few days of customer service flannel I ccd in this guy: [email protected]
Who is the CEO of Next.

I am not kidding that within about 20 minutes of sending that email I had a phone call from their escalated team with a named person who also emailed me a mobile phone number to contact her directly and it was all sorted very quickly.

That team corresponded via this email: [email protected]

So try Simon and his pals at complaint resolution. Good luck!

Thank you @Splcam. Will try those emails.

I had a similar issue and went into my local store. The store manager raised a complaint on my behalf and it was sorted before I got into my car. For such a large company, their customer service is appalling.

Has it definitely not been refunded? I had a similar issue last year and the refund didn't appear in the transactions on my online banking so I assumed I hadn't received it. I phone up my credit card provider (co-operative bank) and they could see the refund on their system, and once I did my sums I realised it was reflected in my balance. I then realised if I downloaded my statements in PDF format I could see it there, but it was never visible in the transactions on my banking app or the bank website. The lovely customer service woman encouraged me to lodge a complaint, but I never heard anything back from that.