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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:
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Rockbird · 15/02/2023 14:36

I'm totally over Next. They cut my credit in half which I'm paying off, fine. So I order something and pay up front, they cancel the order and instead of refunding me, they deduct it from my balance. So twice I've tried to buy DD1 some trainers and twice they've cancelled the order and taken the money. So I'm £100 down and no trainers still. They can get fucked.

ReedRite · 15/02/2023 16:32

I’m not sure that’s legal Rockbird. Have you checked the t&cs, did you agree that they could divert funds of yours that you intended for one purpose and take them for themselves (even if to pay off a debt)?

Even if they have outrageous terms in the t&cs that allow them to do this, it’s really shady, bullying practice.

Mumsnut · 15/02/2023 17:23

Was there a genuine reason for the order to be cancelled, Rockbirs, such as lack of stock?

sauvignonplonk1 · 15/02/2023 19:43

Response to my complaint 🙄

Next Unlimited now includes delivery only
whatthebejesus · 15/02/2023 20:14

Thanks for the heads up op. This passed me by too. Low and behold I've logged into my account tonight and also have the £2.50 charge on there for returns. My renewal isn't until June. I've got the option to turn off auto renew so that's gone now they can FO as far as I'm concerned. I'll spend my money elsewhere.

HyggeTygge · 15/02/2023 20:55

Tweet/ contact Martin Lewis or see if there's anything on the MSE forums - it's up his street.
Also tweet asking Next. They need to establish what their policy is for those who subscribed before 25 Jan. Maybe take a screenshot of your subscription confirmation email - it should say if Returns are included.

sageandrosemary · 15/02/2023 21:01

Thanks for the heads up OP! We use Next a lot purely for the ease of ordering/returning etc. Will be cancelling our subscription!

Theit · 15/02/2023 21:16

Reply to my email from Next (complete with typos) - so yes, that means that I’m now happy to have the reduced service even though I paid for the full one for a year, 6 months ago, and I’m not sure who they emailed because it certainly wasn’t me. Oh and who cares what your T&Cs say, I’m fine for you to just ignore those and do what you like…

“Thank you for your email.

I am very sorry you were not aware of this, we did make every effort of making customers aware of this via email and our website.

As for the price changes, during the trail period of the price going up to £26, customers said they would rather pay £22.50 and then pay for returns rather than paying £26 for everything, this is why we have changed this.

I can see that you have cancelled the auto renewal for the Unlimited delivery - I am very sorry about this.

We do hope you understand this change and once again I am sorry for the inconvenience.

I hope this goes someway to resolving your query.”

ReedRite · 15/02/2023 21:22

This is a classic case of a company totally failing to grasp what their own USP is 🤦‍♀️

Pearl97 · 15/02/2023 21:22

Wtaf. This is total madness. It’s like Next has been taken over by totally incompetent aliens, or some ex staff are sat with wine sending out these e mails. It doesn’t make any sense at all.
who are these people that for like 3 quid would rather pay for returns?

ReedRite · 15/02/2023 21:29

They don’t seem to realise that when you sell something for a set period of time, you have to honour the terms you sold it on and provide those for the whole period. And that people will have made the decision to invest on the basis of those terms and won’t take kindly to being misled or having the terms changed unilaterally and not in their favour.

This is the law, no? They have to provide the service they advertised or else refund.

Riverlee · 15/02/2023 21:30

Just double-checked my account, and still showing as free (joined in June)

Oblongbluebell · 15/02/2023 21:38

I’ve not yet had a response to my email.

I did, however, see a tweet from Next in response to a customer query. The customer took out Unlimited in January and wanted to know about returns. Next said in reply that returns are included.

They’ve handled this so very badly. I’ve cancelled my auto renew and they’ve probably lost my custom altogether after my Unlimited subscription finishes.

Pearl97 · 15/02/2023 21:42

@Oblongbluebell I am disgusted with them too. I’m all for them changing it for new customer if they think that is what people want, but to not provide what people have paid for, that is just wrong.

Oblongbluebell · 15/02/2023 22:06

Just had an email from Next. It was very similar to the email Their received. They said that I do have to pay for returns now.

Ive sent a strong email back asking for this to be escalated. I’m furious and I’m not letting this go.

Oblongbluebell · 15/02/2023 22:07

And they said they had emailed people about it. Has anyone received an email about the changes?

Pearl97 · 15/02/2023 22:11

Definitely NOT had any correspondence about it

RedDoughnut · 15/02/2023 22:12

Well, they will lose my custom too. I'm 20 miles from a shop.

Which email address is everyone using to moan to?

plumduck · 15/02/2023 22:13

RedDoughnut · 15/02/2023 22:12

Well, they will lose my custom too. I'm 20 miles from a shop.

Which email address is everyone using to moan to?

I'm using their online contact form

Pearl97 · 15/02/2023 22:14

I used chat

plumduck · 15/02/2023 22:15

Pearl97 · 15/02/2023 22:14

I used chat

The person I chatted to didnt have a clue and just told me the price had changed and maybe there had been a glitch. That was it.

Oblongbluebell · 15/02/2023 22:15

I used their complaints email: [email protected].

Oblongbluebell · 15/02/2023 22:22

Some customers appear to still have free returns, some have to pay.

Theres info on the website saying it should still be free. Next’s Twitter are saying it should still be free. Yet many of us are hearing from Next that we have to pay.

They are saying they sent out emails, yet I and others haven’t seen such an email.

Looks like they don’t have a clue what they are doing.

Sleepyquest · 15/02/2023 22:26

sauvignonplonk1 · 15/02/2023 19:43

Response to my complaint 🙄

I got similar to this.
Every time I've tried to call them lately it's been overseas call centres. It's infuriating

Shadesofscarlett · 15/02/2023 22:39

Response to my complaint - they also said they were refunding me £2.50. Their grammar is deffo lacking;

With regards to Next unlimited, we have update the annual price from £26.00 to £22.50 including collection charges of £2.50.

This will apply to new customers and when renewing your next unlimited in the future.