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Original poster

Next Unlimited now includes delivery only

152 replies

SeasonsBleatings · 14/02/2023 21:06

To be aware if you have an existing pre-paid 12 month subscription as I do - from January all returns are chargeable at £2.50 each. I don't recall seeing anything advising of this.

OP posts:
Thread gallery
5
Toadallyinlove · 15/02/2023 08:11

Mine is £2.50 for collection :( it seems grossly unfair when they close the local store, have inconsistent sizing and use Evri who leave deliveries out to get damaged in rain.

I was browsing Next online yesterday and felt it was so full of crap from other brands.

ChesterDraws4Sale · 15/02/2023 08:12

I’ve just checked. My account now says it’s £2.50 per return. Next are CF, they shouldn’t change terms half way through a year. I’m glad you flagged this up or I wouldn’t have noticed. Shan’t be doing that again!

Runnerduck34 · 15/02/2023 08:13

Just tried to cancel my auto renew subscription on the website and it won't let me, says I need to phone - grr.
It's confusing tbh.
When I click on t&cs from my account to page it says £2.50 charge for returns, but link given by PP below says it should still be free returns so now Im unsure. my subscription runs ,July-July,haven't been notified of any changes.

RedRiverShore3 · 15/02/2023 08:14

They could probably do 2 different passes which would be better, 1 for just delivery and a higher priced one for returns as well.

plumduck · 15/02/2023 08:14

Theit · 15/02/2023 08:02

I just found this on their website - so according to this (i) I and others on this post should not be paying due to when the subscription was taken out; (ii) they should have notified us.

“Returns with nextunlimited -

For new subscriptions from 26/01/2023 & auto-renewing subscriptions from 23/03/2023:
Should you wish to return items using a courier collection, this will be charged at £2.50. Returns to stores remain free. Please see the returns section of our terms and conditions for further information.

For customers with existing subscriptions purchased on or before 25.01.2023:
Standard returns made via courier collection with a nextunlimited subscription are free of charge.

Next reserve the right to amend return fees, including the right to charge customers with nextunlimited subscriptions, by giving reasonable notice of any change.”

www.next.co.uk/unlimited

Yeah that's the bit I found.

I've complained to them. At least they have a handy form for complaining!

RedRiverShore3 · 15/02/2023 08:20

You used to be able to just cancel online, now you have to ring up which makes it more difficult, I don't think I will bother with the free trial, it's turning into something like those magazine subscriptions which were hard to cancel

Internetwanderer · 15/02/2023 08:28

Thanks for posting this. Mine renewed on 15th Jan but I just checked and it is now delivery only, with returns being chargeable

However I was able to turn off the auto renew online.

I would be more confident about using them if sizing was reliable but think that is going to stop me continuing with them at all now.

(Where is the complaint form, please?)

FirstnameSuesecondnamePerb · 15/02/2023 08:31

My nearest next is now 20 miles away. And they do not stock my size hardly ever.
That's piss poor.

lalaloopyhead · 15/02/2023 08:38

I cancelled my renewal as the price had increased so much, definitely glad I did now if returns are not included! My nearest store is probably about 10 miles or so away, so not too bad but not the point.

I think I ordered quite a lot of the couple of years I had Unlimited, as much as anything because of the conveniance.

Tuesday591 · 15/02/2023 08:45

Thanks for flagging this. I've just checked by subscription and returns are £2.50. I'm not near a Next store and quite often the ladies clothes don't fit properly so it won't be worth ordering again

Mumsnut · 15/02/2023 08:55

Just had a long session with the ‘help’ desk. He offered to refund me the difference between the £26 I had paid and the new price of £22.50 for the restricted service. I said no. I had paid for a service, had the terms - which included free returns - confirmed by email and I wasn’t going to help them out of it.

his only other advice was to make a complaint to their complaints desk by email , which I will do. I
suggest we Twitter the hell out of them though

Riverlee · 15/02/2023 09:06

I’ve got the same message has above.

However, another refund page mentions the £2.50 (* goes into more detail - no mention of Next unlimited).

Had a look on my recent statement - couldn’t see by deductions.

Next Unlimited now includes delivery only
Next Unlimited now includes delivery only
Theit · 15/02/2023 09:13

To those that have spoken to the help desk, I presume that they haven’t explained why they are contradicting their own stated terms and conditions!

Theit · 15/02/2023 09:16

I meant to add, I had thought that maybe they had just made a mistake on some accounts but it sounds like that’s not the case and it’s intentional

Battlecat98 · 15/02/2023 09:16

Thanks for starting this thread. I have just turned my auto renew off. Can't believe they have put the price up and reduced the service.
I spend loads at next as it is so easy, so this will save me money as I won't be buying from them now. The nearest next is a 20 minute drive so won't bother anymore.

HyggeTygge · 15/02/2023 09:19

If you took out your subscription before 25 jan you are entitled to free returns as that was how it was sold. Absolutely kick up a fuss if they charge you.

I'm surprised as Next are usually quite good. Last year I emailed to say that they'd sent the wrong size of something and they sent a £3 gift card in the post, which was a bit odd, but appreciated. (As well as exchanging it! )

Mumsnut · 15/02/2023 09:28

Hygge - they are flatly not accepting this at the Helpdesk. Tried to refund me the difference between what I had paid and the price for the new limited service

Sleepyquest · 15/02/2023 09:28

So glad you've pointed this out. My renewal is July but my account is saying £2.50 for returns and nothing about free returns. I cannot believe they can change the T&Cs part way through and not even inform you?
I've turned auto renew off

Shadesofscarlett · 15/02/2023 09:31

I have logged a complaint about this - they are rip off merchants. Not sure if they can legally change the terms part way through a contract.

Toadallyinlove · 15/02/2023 09:45

Also turned auto renew off. Bunch of wronguns

Guess they need to fund their £7m Joules purchase somehow!

They closed our city centre Next down and relocated to a retail park out of town that nobody ever goes to. They've clearly made a mistake by doing that. The city centre store was always so busy!

Anyway, not my monkeys not my circus 😊

Theit · 15/02/2023 10:47

They haven’t actually changed their published T&Cs for existing subscription holders from before a certain date but are enforcing the paid returns for them anyway - i.e. they’re contravening their own T&Cs - which is what makes it even worse!

Shadesofscarlett · 15/02/2023 10:52

Live chat have told me that I won't be charged for returns until after my next renewal

I have asked them why when i process a return does it tell me that they are charging me £2.50

Shadesofscarlett · 15/02/2023 10:57

Theit · 15/02/2023 10:47

They haven’t actually changed their published T&Cs for existing subscription holders from before a certain date but are enforcing the paid returns for them anyway - i.e. they’re contravening their own T&Cs - which is what makes it even worse!

Yes they tell me in chat I won't be charged - I am asking them why their returns page quotes £2.50 and when they are going to remove that for unlimited customers

plumduck · 15/02/2023 10:59

Shadesofscarlett · 15/02/2023 10:57

Yes they tell me in chat I won't be charged - I am asking them why their returns page quotes £2.50 and when they are going to remove that for unlimited customers

Show quote history

I got the same.

Pearl97 · 15/02/2023 11:03

I was told I will be charged despite my renewal being December, so I demanded a full refund and will close my account. She said she will e mail me the correct info as they can’t afford to do anything illegally. I said to watch her contract as they might reduce her hourly rate without her knowing!