Next Directory - is this right?

[marthamoo]

I ordered a few things from Next last week and the last parcel (of three - why is everything I want always out of stock?) arrived today. A pair of trousers and a top. The top is too big and the trousers are too long (I knew that already, I ordered two lengths and the others are fine so I knew I would send these back). With me so far?

I rang Next to arrange for the items to be collected and to exchange the top for a size smaller. When did Next move its call centre to Delhi, btw? Oh, I digress. She took the details for the top in the smaller size then told me it was in stock (wow!) and can be delivered Friday. She then told me the cost and she had included a delivery charge. Hang on a sec, says I, I am exchanging the one I have for a smaller size - there shouldn't be a delivery charge. Yes there is, she says, if I was unsure of the size I should have ordered two in different sizes. I said that in that case I would cancel the order and she agreed to waive the delivery charge. Since when has this been Directory policy? I thought an exchange was free!

She did say I could have it delivered to a store for free, but my local store doesn't hold deliveries - the nearest one that does is miles away.

Has this always been their policy? I am sure I have exchanged things in the past without incurring another delivery charge.

yes its right
each order costs - you should order every single size the first time!

sorry - sounds snotty - I mean thats my tip

yes they do charge for delivery for any item you return the dleivery price is credited back to the account as well

Bummer

The CHEEK!
I've been quite disappointed with my Next Directory.... I thought they'd at least have a 10% off 1st order offer on or something like that... obviously they have enough customers and they don't have win over anymore!!

I always send for every size i think i might need and then send back what i don't want.

any other complaints??

DH works for Next and I could forward this thread on to customer services.

(Keep buying by the way girls, we are shareholders you know.... said in cheeky monkey type way)

No wonder everything is always out of stock if everyone has to order loads of sizes to ensure they get the right one - surely this isn't cost effective?

Marthamoo I was told by a friend who used to work in Next that if you order from the directory in your local store you don't have to pay the delivery charge.

So this is what I do, If I want to order items from the directory I go in and order the items in all sizes through them and pick them up at the store that way I don't pay for delivery. Then take back whatever doesn't fit etc.

I looked at ordering online and getting the items delivered to my local store but my local store doesn't do that they would be delivered to a store 20 miles away, mad. But I can go into my local store and order the items with them in person.

You can order on the phone and have it delivered to your local store for free. I enquired about this last time I ordered (first time this time round, had a Directory before and cancelled it) and they said because I was a new customer I wouldn't have the correct ID so they would waive the delivery charge, however I've had my bill and and it has delivery on it and the charge for the Directory, so a £9.99 top has landed me with a £16.99 bill, grrrrrr!

That should say the correct ID to collect from the shop so they would deliver to my house and waive the delivery fee.