Next order - nothing but nightmare

Any

I had a big order to make at Next - we are talking about £1100 here. I had nothing but nightmare with them! Serious problems!
But this one is the biggest:
Part of the order was bathroom furniture. Now when I opened the account with Next (even though I shopped with them before I didn't have an account) they gave me paltry £150. Fair enough I thought. I will pay by credit card, no big deal. BUT it didn't let me pay because by name it instantly recognised that I have account with them. Within minutes I received a phone call "we cannot send out your order, you are over your limit". So I said if I can pay now and they said yes. O.K. I paid.

I placed this order on Friday night, marked delivery for Tuesday because my OH was at home on that day. Guess what? First part arrived on Saturday morning at 7.55am!!! Even though not scheduled, I though what the hell. It's here now.

Second part arrived on Tuesday.

Third part was supposed to arrive this Wednesday, but my OH got called to London so I rung them on Monday to advise. They said they cannot re-schedule because computer doesn't let them. They will send fax to depot not to go out for delivery and I was advised to call them today again to re-schedule.

On Tue my OH got phone call - don't forget we are delivering on Wedn. He said "no, you are not and you've been advised" "oh yes, I see" they said.
So what a surprise it was when he got another phone call on Wedn morning that they are in front of our door!!!

I just rung them to re-arrange - guess what now?? Next available delivery next Sunday! Guess when is the bathroom fitter coming? Next Wednesday.
I asked if I can pick it up somewhere or do anything and apparently I can't. So I am in deep trouble, I urgently need new piece of furniture if I want the bathroom finished and it is a bit late now... (this order was placed on beginning of March..)

I am not happy at all. What a waste of time they are!!

Mr_Lahey

Any wrote: »

I had a big order to make at Next - we are talking about £1100 here. I had nothing but nightmare with them! Serious problems!
But this one is the biggest:
Part of the order was bathroom furniture. Now when I opened the account with Next (even though I shopped with them before I didn't have an account) they gave me paltry £150. Fair enough I thought. I will pay by credit card, no big deal. BUT it didn't let me pay because by name it instantly recognised that I have account with them. Within minutes I received a phone call "we cannot send out your order, you are over your limit". So I said if I can pay now and they said yes. O.K. I paid.

I placed this order on Friday night, marked delivery for Tuesday because my OH was at home on that day. Guess what? First part arrived on Saturday morning at 7.55am!!! Even though not scheduled, I though what the hell. It's here now.

Second part arrived on Tuesday.

Third part was supposed to arrive this Wednesday, but my OH got called to London so I rung them on Monday to advise. They said they cannot re-schedule because computer doesn't let them. They will send fax to depot not to go out for delivery and I was advised to call them today again to re-schedule.

On Tue my OH got phone call - don't forget we are delivering on Wedn. He said "no, you are not and you've been advised" "oh yes, I see" they said.
So what a surprise it was when he got another phone call on Wedn morning that they are in front of our door!!!

I just rung them to re-arrange - guess what now?? Next available delivery next Sunday! Guess when is the bathroom fitter coming? Next Wednesday.
I asked if I can pick it up somewhere or do anything and apparently I can't. So I am in deep trouble, I urgently need new piece of furniture if I want the bathroom finished and it is a bit late now... (this order was placed on beginning of March..)

I am not happy at all. What a waste of time they are!!

Send back what you have already had delivered and cancel.

Any

Mr_Lahey wrote: »

Send back what you have already had delivered and cancel.

That is what my OH wants to do..
But where do I get nice reasonably priced furniture now? I was looking around for ages until I found this one..

[Deleted User]

I have had a bit of a nightmare with them as well. I wanted to order a chair off the website, pay with a credit card there and then and have it delivered. The website asked me for my details to open an account. It crossed my mind briefly that they meant a credit account but I looked and they didn't seem to mention it (turns out the header of the page is "Open a Next Directory Account", woops) so I went ahead, assuming that they just meant a user account like Amazon or Firebox.

I have since gone through and discovered at the third step there is grey writing on a white background that says that a credit account will be opened and you are consenting to a credit check. I obviously did not read this properly and so it *is* entirely my fault that they went ahead and did a check and opened a credit account for me, I acknowledge that. I am a bit miffed that they wait for the very last possible stage before acknowledging it's a line of credit you're opening but that part is obviously all my fault. However, I don't have bad credit at all so it's not too bad.

When I realised what had happened (I was all indignant at first but went through the process again and found the bit I hadn't read, how embarrassing ), I noticed that the credit limit I had been given was lower than the order that was now sitting on my account. As I didn't want a credit account anyway I called up and asked them to cancel my order and see if they could close my account before it was properly opened .

The first woman went off to consult with a manager and promptly accidentally cut me off. Another 20 mins on hold later I was told that the order was cancelled and my account was closed. However, in doing so the girl had said that I could still choose to keep my account open, get their free publications and not their chargeable ones. Now, during the ordering process there were 2 delivery options, either take a directory at £3.75 and free delivery or no catalogue and pay for delivery. I had said no catalogue (as I didn't think I was opening an account after all ) so I was surprised when she said I would have received and been charged for these things at £3.75 a time. Never mind I thought, at least it is sorted now. I told them that I didn't want any publications.

A couple of weeks later, lesson learned, I decided to follow up and make sure the account had been closed. This is where it starts getting tricky- not only was the account still open but there were 2 deposits of 10% of my chair order sitting on it, and my credit limit had been doubled! At this point I emailed them through the contact page and told them everything that had happened so far, and again requested that the amounts be taken off and the account be closed as I had been advised that this had already happened. I got an email back saying that they didn't want to lose such a valued customer (!) and would I not rather just put a block on order placing my account and still receive the Next directory and free publications?!?! :mad:

Again I emailed back in no uncertain terms saying that this was the third time I had said that I don't want to receive any directories, free or not, and I just wanted the account closed. The next email I received said that there was now a total block on my account but they couldn't close it and I would still be able to log in as they are a credit company and have to keep my details for six years!

Now I understand that they do now have to keep my details and that's fine. But surely my lack of reading comprehension doesn't mean that I have to have a Next account sitting on my credit report as open and not "settled" for six years? I only wanted a chair and didn't go into the shop as I used a cashback site. When relating this story to my colleagues two of them said that they have been caught out by the lack of clarity of the website and have found themselves with unwanted credit accounts as well, but both have thought "ah well" and left them unused but sitting littering up their credit report! One was just buying a kids item for £10 as well.

That was a totally long rant, apologies!! I guess Next and I are both at fault for different things here. I am in the middle of trying to clarify what still being able to access my blocked account means with regard to my credit report. Wish I hadn't bothered!

piratefairy

I had that happen to me too! All I did was call up the helpline to see if my LOCAL store had an item in stock - "oh can we just take your details for the collection", and they opened my credit account illegally over the phone!
After a lot of hassle, it is now closed and off my credit record, but it took a good handful of phone calls to the head office and complaints department.

BudgetBlonde

Something strange happened to me - I have received a catalogue (with account number) at my home address and I don't recall ever ordering anything from Next. When I asked them they said it was a coupon from a store - I hardly ever shop in Next and if I did I wouldn't be giving out my personal details. She also said it might have come from another company - what can I do about this?

frannyann

Next are a nightmare, I ordered a pair of shoes which were only available online, it doing so I had to also open an account. The shoes were no good, so I sent them back and closed my account. Or so I thought, I then get a letter telling me I was getting a directory unless I 'phoned a number to cancel, which I did, but still got the directory and still the account remains open even though I have tried to cancel three times now!!

freakyogre

I have to agree with the above posters about Next insisting you open a credit account, I don't want one!

I went to order some items last week totalling £16 and got to the screen where it says (in grey text) about a credit account. I stopped straight away as I do not want credit (I do not have an issue with credit/cards, but I am of the mindset that if I can't afford it, I don't have it). Anyway, I managed to buy the items in store in the end despite them saying they had no stock when I phoned.

I went into a different Next store yesterday to look for something else, which they didn't have in stock. The lady on the checkout offered me a 'voucher' for £10/10% off if I ordered online. I pointed out that by ordering online it forces you to open a credit account and was there a way round this? She said 'No, that's how you pay for things'. Funny, I thought my debit card did that!

BudgetBlonde

Well I spoke to Next and apparently my account has been opened from a voucher in store. I know I have never filled anything in, but yet they have my details from somewhere! Even more worrying, I have signed in to an online account and I have a credit account with a limit of £596. Obviously, I have signed up to something somewhere and they have passed my details on but have no idea what as I'm usually careful to check/uncheck the bit about passing details on.
Very annoying!:mad:

sportbeth

I just wanted to put a comment in on Next Directory's side, I don't work for them or anything but I have used them a lot in the past 5 years. During the time I've had my account with them we've had two separate furniture deliveries and one washing machine delivery, all three times they've been spot in turning up when they said they would and their delivery team give you a 4 hour slot and then call you to let you know which end of that slot your delivery will be at (so that if you nip to the shops you know you won't miss them)

Their furniture is on the pricey side but their electricals came out the same price online as most other places, and the furniture we've bought from them has been preassembled solid wood so it was worth the money and delivery fees.

As I say I don;t work for them but I think its fair to comment on a forum about good service just as much as bad service.

jimbms

As sportbeth I do not work for Next but use them often, I live on the Isle of Man and they are one of the few companies that do not charge any extra for delivery here (Example M&S charge £200 per item of furnature) I have never had any problem with orders and most have been delivered on time or early. Recently ordered a rather expensive TV which was the first time of a problem and it ended up being 2 weeks late, when I complained they waived the delivery fee and credited my account with £80 and also had the grace to alter my invoice date to enable me to comply with the £200 cashback offer from samsung which had the original delivery date stuck would have been out by one day, so well done next.