BEWARE - Next directory new returns charge

lwelly

Have just been told by my friend that Next directory have now introduced a returns fee of £3.99 per courier visit. So not only do you have to pay the delivery charge but you now have to pay a returns fee unless you return the item to your nearest store.
When she complained to Next about not being informed about the charge, they told her that notices were sent out with the July statements.
I have not received a notice nor have several of my friends. It is showing on the Next T&C of this new charge but doesnt say when it started!

empy

No I didn't get any notices either of these so called returns charges! so am I right in thinking that we will be charged delivery and returns, thats £6.98, !!!!!! that! I think I'm going to give up my directory account! Thank you for posting about this.

empy

Any

Weren't they always charging? But it was £2 before... I am sure I paid that before now.

However I just take stuff back to store...

I only order it all online because otherwise the chances of them having what I want in store are minimal.

lwelly

No you never used to get charged for returning an item only for delivery. I will b shopping instore only in future.

buyitall

Although they are charging £3.99 for returns, they will refund the initial £3.99 delivery charge, which cancels out the return fee.

Also, the fee only applies if you return the entire order - if you keep any of the items in the order, no fee is applied.

It's because they got into trouble for breaking an EU law which says that companies should refund delivery charges if items are returned:
http://www.bbc.co.uk/news/10560466

So ... the only way you lose out is if you have used a free delivery code in the first place (as I normally try to do), and subsequently return the whole order. Hope that makes sense!

maisiescamp

buyitall wrote: »

Although they are charging £3.99 for returns, they will refund the initial £3.99 delivery charge, which cancels out the return fee.

Also, the fee only applies if you return the entire order - if you keep any of the items in the order, no fee is applied.

It's because they got into trouble for breaking an EU law which says that companies should refund delivery charges if items are returned:
http://www.bbc.co.uk/news/10560466

So ... the only way you lose out is if you have used a free delivery code in the first place (as I normally try to do), and subsequently return the whole order. Hope that makes sense!

The above is correct, so either way you are only getting one charge of £3.99

TheGardenGnome

buyitall wrote: »

Although they are charging £3.99 for returns, they will refund the initial £3.99 delivery charge, which cancels out the return fee.

Also, the fee only applies if you return the entire order - if you keep any of the items in the order, no fee is applied.

It's because they got into trouble for breaking an EU law which says that companies should refund delivery charges if items are returned:
http://www.bbc.co.uk/news/10560466

So ... the only way you lose out is if you have used a free delivery code in the first place (as I normally try to do), and subsequently return the whole order. Hope that makes sense!

I can confirm the above is 100% accurate ! It's such a shame people don't check things out properly before starting misleading forums!:T

Kizzy001

i got the notice with my july statement, but it said that the refund charge (if returned via courier) will only be applied to non account holders? and they have also reduced the number of days in which you can return items from 14 days to 10 days. i'll see if i can find the notice and i'll put the exact wording up.

jojo1978_3

I don't receive paper statements and have had no notice :undecided

JimB4

I don't receive paper statements and definitely do remember getting this. Can't remember if it was by post or email though.

Also on the return limit part, this is also no overall change since it's gone from 14 days to 10 working days. That said, I've taken something in after 16 days to a store to return it and they were fine with it.

TheGardenGnome

Kizzy001 wrote: »

i got the notice with my july statement, but it said that the refund charge (if returned via courier) will only be applied to non account holders? and they have also reduced the number of days in which you can return items from 14 days to 10 days. i'll see if i can find the notice and i'll put the exact wording up.

There has been a change from 14 days to ten WORKING days for unwanted items to be returned. In effect, the net result is still an almost 14 day 'cooling off' period so there will be very little change in real terms to people's terms and conditions for shopping online. The ten day period will also only start onn the day you receive your order but this change will not affect your statutory rights.

That said, once something is changed - for whatever reason - there is always going to be some form of reluctance to things changing, that is just human nature regardless of whether or not things change for the benefit of the customer or not!