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Original poster

Help have returned an item to Next accidentally that was from another store

86 replies

T1cTacT03 · 23/12/2023 21:21

Took a load of online stuff back to Next and there was a jumper in the bottom of the bag from another shop but they sell it too. It wouldn’t go through but she over rode it so it did. I was sorting out the mountain of plastic that was in the bag and didn’t realise she’d pulled out the other jumper.I’ll never get the jumper back and it’s been credited to my account. Not sure what to do.

OP posts:
MadeOfAllWork · 23/12/2023 23:07

Contact the store or call customer service and explain the situation.

RunningFromInsanity · 23/12/2023 23:11

I think you just need to swallow this. Pushing it is either going to get the poor shop assistant in trouble or they will suspect you were fraudulently trying to return an item.

WimbyAce · 23/12/2023 23:13

Not sure how she over rode it as with next they literally scan the label and it has all your information. How come you got a photo with all the returned stuff, seems odd?

pinkdelight · 23/12/2023 23:27

she took it out of the bag and the system told her it wasn’t from there.

How did that not jog your memory? You can chance your arm in case they're feeling kind, but they shouldn't refund something you didn't buy from them and they can't return it as it will be long gone. You'll likely have to suck it up and cope without a black jumper for a bit longer. It sounds like a risk you take when you're returning loads of things. Why buy so many things you don't want? I can just about get that approach for online shopping but to buy loads and return it to busy stores is hassle for everyone including you.

Original poster
T1cTacT03 · 23/12/2023 23:27

It’s not odd. When you take things back to Next you get an email with a list of what you took back and each item has a photo and code. Lots of shops do it.

Can’t just sit with it as don’t want them thinking it was a fraudulent act. I have the M&S order so can prove it wasn’t stolen and I had plenty of time to return it to M&S.

OP posts:
Original poster
T1cTacT03 · 23/12/2023 23:31

pinkdelight

I work full time and shops are shut by the time I leave work.I don’t live in a city and have a child that needs a lot of support. It’s Christmas. I find shops stressful. I did an online order so I could try things on at home. It was 7 items, didn’t think it was that unusual.

OP posts:
ofestivetree · 24/12/2023 06:24

T1cTacT03 · 23/12/2023 22:59

Just had a brand label on. The thing is it kept beeping and she over rode it. I was trying to sort out all the plastic so wasn’t looking.It was at the bottom of the bag she kept taking the things out of. She was so quick and somebody just stepped in quick to over ride because it was busy. The system obviously showed up it hadn’t been bought at next or linked to my account. Really they shouldn’t have over rode it.

Don't try and blame them for trying to help you. You returned a jumper to them it's not their fault you hadn't bought it from them. Like I say I'm sorry but I don't think you have any chance of getting it back. It's in the system now. The best thing you can so is try and speak to them on their online chat so there's a record of it in case they've flagged your account for attempted fraud.

ofestivetree · 24/12/2023 06:28

But she took it out of the bag and the system told her it wasn’t from there. I don’t blame her as it was busy but I do need the jumper or the money

Sounds like you're blaming her.

And I'm really sorry but you aren't getting the money or the jumper. It's in their system. You've given it to them.

Felisenavedad · 24/12/2023 07:32

If you can, go back in ASAP with all the evidence you have. Be clear with dates, times, be polite and ask for help resolving it. If they say there's nothing they can do, ask them to do a stock check as it will prove they are 1 jumper up.

If they still say they can't, ask to speak to customer service while in store. I would stay polite and calm but insist they find a way to return your jumper.

If you can't go in, email them with all the evidence and do the same as above.

It was your mistake but it can still be resolved.

Original poster
T1cTacT03 · 24/12/2023 07:35

Felisenavedad

Ok, thankyou for being so nice. 😊

OP posts:
ofestivetree · 24/12/2023 07:37

Felisenavedad · 24/12/2023 07:32

If you can, go back in ASAP with all the evidence you have. Be clear with dates, times, be polite and ask for help resolving it. If they say there's nothing they can do, ask them to do a stock check as it will prove they are 1 jumper up.

If they still say they can't, ask to speak to customer service while in store. I would stay polite and calm but insist they find a way to return your jumper.

If you can't go in, email them with all the evidence and do the same as above.

It was your mistake but it can still be resolved.

It can't. It's like OP's put it in recycling

Felisenavedad · 24/12/2023 07:38

@T1cTacT03 I worked in retail for years, it's a stressful time of year for many customers and there should always be a way to help! Good luck and I hope it gets sorted.

ianshe · 24/12/2023 07:41

Yes hopefully it can be sorted but you MUST change your frame of mind that it was her fault
(You say you don't blame her but actually your words imply you do). If you go in there with even the slightest implication that it was her fault then you may find they'll be very unlikely to go out of their way to help you on their busiest day of the year.

Original poster
T1cTacT03 · 24/12/2023 07:42

Not really the same as recycling it has a tracking sticker on it and I have emails showing everything.

Next staff have always been lovely on the phone and in store so 🤞

OP posts:
Original poster
T1cTacT03 · 24/12/2023 07:44

Will try the call back service first as suspect the last thing they’ll want in store is having to sort this out on Xmas Eve. Took it back day before yesterday so wondering if there is little the store can do although it might be put aside somewhere.

OP posts:
megacat · 24/12/2023 07:47

Did you plan to return the items to next then the jumper to marks on the same trip? Did you not realise when you arrived at marks you no longer had the jumper so you could have gone straight back to next to get it back?

This all sounds very suspicious and like you tried to return it all to one store for the convenience but now you've realised you don't have the money you've come up with an unconvincing tale.

Original poster
T1cTacT03 · 24/12/2023 07:50

Nope I have a bag of M&S stuff to go back but it it’s in a different part of town with a later return date so planned to do it after Christmas.

OP posts:
Original poster
T1cTacT03 · 24/12/2023 07:51

I’d be a bit stupid to attempt to pull a fast one. Next has tracking codes to your account on everything bought online.

OP posts:
greenacrylicpaint · 24/12/2023 07:52

tbh this is a case of 'shit happens'
a mistake.
I would think it's unlikely you will receive the item or a refund.

Thisbastardcomputer · 24/12/2023 07:58

You don't have a cat in hell's chance of sorting this out and getting your jumper back. Put it down to experience. It's Christmas Eve they will have been run ragged and the returns rails will be overflowing.

100% your fault.

MadeOfAllWork · 24/12/2023 08:19

ofestivetree · 24/12/2023 07:37

It can't. It's like OP's put it in recycling

Show quote history

Why is it? They will know where it is, they haven’t chucked it in a skip, it’ll be in a pile waiting to be returned. There is nothing to lose from talking to customer service in the store.

Original poster
T1cTacT03 · 24/12/2023 08:23

MadeOfAllWork

My thoughts too.
Also has my tracking details stuck to it.

OP posts:
neonbluesquare · 24/12/2023 08:31

The only thing you can do is go back to the store with receipts or email/ call. There’s a chance they might have put it aside.

JustGotToKeepOnKeepingOn · 24/12/2023 08:59

@T1cTacT03 just ring Next and explain what's happened. They'll sort it for you.

I had a similar situation recently where I took 2 parcels of returns to the post office and the labels accidentally got switched, both went to the wrong place. One company returned the money without even realising it was the wrong item. The other phoned to tell me what had happened and returned the item to me (so I could send it to the correct store) and still gave me a refund as they said it was unlikely they'd ever see the other item again.

It was a mistake. It happens! Just talk to Next - I'm sure it'll all be fine.

ofestivetree · 24/12/2023 09:12

MadeOfAllWork · 24/12/2023 08:19

Why is it? They will know where it is, they haven’t chucked it in a skip, it’ll be in a pile waiting to be returned. There is nothing to lose from talking to customer service in the store.

Show quote history

It's probably on the move to their central facility. They move goods fast

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