Should I complain?

flower24

I bought my daughter some sandals from Next last friday, and noticed yesterday the sole was flapping, I took them back yesterday evening, and got them exchanged, while I was there I picked up a few bits and bats for her. Have realised this morning when going to put a new top on her that there's a hole in it, I presume from the security tag. Also looked at my receipt and the tops were meant to be 2 for £7 but they've charged me £4 each for them. I know it's only £1 but it's the principle. I'm annoyed because I'm going to have to go back to the shop twice in as many days to exchange something and I live half an hour away from the shop so am wasting petrol.

Thanks

Enterprise_1701C

DEFINITELY. It could be worth calling first and saying exactly what the problems are and complaining that you have to drive a long way to get there as well. That way you could also inform them that you will not be able to get there until whichever day. Try to speak to the manager, take a note of when you call and who you speak to, and roughly what is said so that you have reasonable proof that you have spoken to them.

Just one thing though, if the hole is from the security tag it would normally settle down so they will probably deny that it could have been that, but do not let anyone tell you that you should have seen it first - it's up to them to provide saleable goods, not up to you to inspect them first!

Good luck, and remember when you are complaining always try to be as nice as possible, that way you get a better result (normally!).

Sooler

Misleading prices is a serious issue and can lead to a hefty fine.


Write to head office and say how you have previously always been satisfied with shopping at Next and regarded them as a good retailer providing quality goods at reasonable prices, but on this occasion however you have to say how disappointed you are with your experience at Next.

State that misleading prices are in breach of the Consumer Protection Act 1987.

Say that the shop handled your request for replacement sandals but needing to return again for the damaged top in such a short space of time has deminished your confidence in Next.

Chester85

Before we go jumping the gun here and accusing Next of misleading customers with prices this could be a genuine mistake. A few things (from Leicester HO and former store manager) :

Next multi-buy items are strangely merchandised. Seperate multibuy offers (i.e vests 2 for £6 and stripey vests 2 for £8 are on the same stand) and occasionally customers mistake and mix items up

There have been a few issues with the P.O.S systems meaning new multibuy offers simply aren't picked up. Perhaps the assistant should have noticed or perhaps you've made a mistake. Either which way, its a genuine mistake

There are strict guidelines for tagging. It should be on the seam, however over Summer a large number of temporary staff or floor staff unfamiliar with delivery procedures can tag in the incorrect place without realising so


Ringing the 0870 numbers is a complete waste of time. If you do, insist on getting put through to the store and when you do, try and ring the office. They should put the call through to a named childrenswear manager through store paging. They have zero authority on 0870. Most instore complaints are bounced into store. In my position, I'd apologise to you and if I found your issue/complaint genuine I'd probably offer you a £5 gift card for your troubles and I think thats the best you'd get out of the store, anything else would have to go to head office

yummymummy888888

I bought a set of girls vest tops that were a set of 4. (The bright purple, orange, white and multi ones)They were on 4 hangers that were linked together and each vest had a tag through
its back. The sales assistant noticed a hole on one top when I was paying and asked another girl to get me a replacement set. EVERY set on the shelf was the same. They checked the warehouse and they were the same. The material was too thin for a tag, never mind 4 together. The manager came over and apologised and said they had had this problem a lot lately and Head Office were dealing with it.

I was in a few weeks later and they were tagged differently.

Next are very much aware of this problem and I am sure a call to CS will sort you out. do it now though before sale madness takes over!

mcwarre

All this for a pound......................

System

mcwarre wrote: »

All this for a pound......................

This being a moneySAVING and not a moneyWASTING site why shouldnt the op go back ? if you visit 6 shops and each one has a pricing error would you just say "all this for £6" ?
im with the op go back question the price maybe a till error they are not aware of and can put right .

Chester85

yummymummy888888 wrote: »

I bought a set of girls vest tops that were a set of 4. (The bright purple, orange, white and multi ones)They were on 4 hangers that were linked together and each vest had a tag through
its back. The sales assistant noticed a hole on one top when I was paying and asked another girl to get me a replacement set. EVERY set on the shelf was the same. They checked the warehouse and they were the same. The material was too thin for a tag, never mind 4 together. The manager came over and apologised and said they had had this problem a lot lately and Head Office were dealing with it.

The manager was telling you porkies and covering the stores back.

All items are tagged in store (or at the individual store warehouse if they don't have an onsite stockroom) and not from delivery. Nothing, aside from perfumes and aftershaves comes into store tagged.

So the store have been incorrectly tagging the batch of items :A

mcwarre

CHRISSYG wrote: »

This being a moneySAVING and not a moneyWASTING site why shouldnt the op go back ?

Because the OP says that she lives 1/2 hour away from the shop so is "wasting petrol". Probably spent more than a pound in petrol to try and reclaim a pound. So money wasting perhaps?? :rolleyes:

DaisyClaire

mcwarre wrote: »

Because the OP says that she lives 1/2 hour away from the shop so is "wasting petrol". Probably spent more than a pound in petrol to try and reclaim a pound. So money wasting perhaps?? :rolleyes:

It wasn't just a complaint about the extra pound though - the top had a hole in.

christine12_2

i find it very unusual that the store would tag the garments, all our stock comes in ready priced straight from the warehouse