Is NEXT ripping people off now?

[Happyjoe]

So.. I ordered a few things just before Xmas from Next, pair of walking boots and bits and bobs, just around £150. They delivered it to the wrong store and informed me be a delay, no worries, mistakes happen. Knowing that I'd not have time to collect before Xmas and didn't want to go near shops in Jan sales, I cancelled the order online and it showed as cancelled and planned to reorder after Xmas, which I did.

A couple of days later, I wondered where my refund was - I always pay up front for goods as don't want to pay interest. On my account it was marked as collected, someone had changed it. It took absolutely ages to sort it out as customer services just couldn't get their head around it, so may emails back and fourth. Finally got a refund after a real struggle.

Anyway, online Boxing day order came in to collect last week. Great, was going to collect it next day. Except, later that same evening, after the store was long closed, I received an email from them, saying thanks for collecting your order. Do what?!

No luck in getting customer services help, on chat or on email. Was told to wait for an investigation. Received an email yesterday apologising for the delay and the parcel was still being investigated. 2 hours later, was told investigation complete, and I did indeed collect my parcel.

At this point am beginning to get mad. Phoned them up, finally spoke to a competent person who simply phoned the store for me which is the first thing that should've been done by them instead of make me out to be a thief and a liar. Yep, parcel sat in the store, waiting collection and there had been a mistake with a code put in by a member of staff.

So customer services lied. Are other people experiencing this kind of shoddy rubbish when ordering for collection? Do people just accept their lies as they feel they cannot prove otherwise?

I am going tomorrow to collect the parcel and hand it back to them immediately for a refund, then closing my account. I feel I can no longer trust them to sort out the mistakes they themselves make - funnily enough it's always in their favour!

Haha I knew I would get some jip for that. I thought it would be cute if we all matched... DH & the pooch weren't impressed either.

YANBU. I wouldn't be ordering from them again. Sure, mistakes happen but this happening twice in succession would piss me right off. The amount of hassle and wasted time it takes to sort mistakes like this out and then having to prove you aren't lying is simply not worth it. Poor customer service will make them lose customers and it's very stupid of them not to see that.

Next customer services is an embarrassment. They sold me two belts but they were massive, the online size information was extremely incorrect. The issue wasn't unique to the particular belts I'd ordered (unless two different belts were somehow manufactured wrongly - I doubt it). I therefore provided proof of the issue and asked for a full refund. They responded by sending me a replacement belt in the exact same size (fortunately one was out of stock so they refunded that one). Took many many emails for me to explain that an identical replacement was completely idiotic. They then tried to collect the belts using Evri and you can imagine that was just a complete shitshow. Anyway I now have 2 belts to get shot of and a full refund.

Also signed up to Next Pay recently for a discount. Took several emails and a phone call before they explained how payments would work.

I can’t remember how many years it is since I bought anything in NEXT, and probably only socks for DGS, but I went into one when Christmas shopping to kill time sampling perfumes. A 50-ish woman customer was having a quite nasty interaction with a younger assistant, who absolutely insisted the customer had already collected their click-and-collect order. The customer was very distressed and the store assistant was really loudly making her out to be dishonest, in front of a packed queue at the tills. Not good.

I've used NEXT online for years but last year or so return most things as the sizing is so erratic. It used to be fail safe and convenient. Not so anymore, just hassle returning stuff.

This happened to me with a multipack of bras. I think customers order things, nab some of the non barcoded ones in the packet then return via the machine scanner. I was worried then when I returned them that they would think it was me.

I have had a issue with Next that I get messages from them saying that my order has been delivered to a store in Dublin with the pick up locker code. Customer service did not care.

I’ve had issues with them before and they’ve always sorted it. But yesterday I opened a box of earphones that I’ve had ages but never used. Box was empty. Sealed up, but empty - so I guess someone has taken them, resealed the box and returned. I’ve had them far too long to be able to argue it so that’s money down the drain then 😑

I once ordered 10 expensive rolls of wallpaper and they sent one but charged me for 10. That took ages to sort out and as they were in the sale they’d sold out so I couldn’t get the rest. Wasn’t happy.

I do find them convenient to use and easy to order from but the customer service is hit and miss.

I closed my account with Next a few years ago after a massive disagreement with them. They suspended my credit facility (no idea why) so I had to pay for every order with a debit card, fine, but then when I returned an order they credited my credit account, which I couldn’t use, so I had to phone to get it refunded. This went on for a while and eventually I got the wrong person who was rude and obnoxious, so I complained and then closed my account. I don’t shop there anymore

Wish I hadn’t read this. Next used to be brilliant. M&S are completely usable - I’ve had a similar situation with them of paying for something I didn’t receive. I don’t mind a mistake or a delay but I won’t give my custom to a store that suggested that I’m a liar and a thief.

I’d do the same op, but only if I was certain I’d actually get my money back.