Fireman sam deluxe fire station £15 from next Urgent

redrooney

I have now had all money refunded plus £35 ,at least i have got something out of them ,i hope all you guys get the same ,still a very bad service ,but sometimes something is better than nothing

Mrs_Bing

First ever post on MSE after plucking up the nerve to do more than just read!

Anyway.....

I ordered this set from Next for my son for £15 and like everyone else received the much smaller one despite my order clearly stating a deluxe playset and the delivery note in the parcel stating the same.

I rang CS at Next who basically said tough - send it back and I can re order at £30.

Now its been a long time since I studied anything to do with law but I am pretty sure they are on shaky ground and close to being in breach of contract with the whole offer and acceptance thing. They are right that they don't have to sell it to you at that price just because that was the price it was offered at but if they send something which is clearly not what you ordered then I do believe they are in breach of contract.

I mentioned this to the CS lady and she went off to talk to her supervisor and came back pretty quick to say they would honour the price and send me the correct set at the £15 price and apologised for the mistake.

Might be worth a try for anyone else who got the same thing.

Legendmum

Update from me! I had another email after the previous one I posted stating that the issue was under invedtigation and I would be contacted shortly! Had a phone call yesterday from a nice lady who apologised and said even she couldnt understand the different reponses I had received from Next! She couldnt make head nor tail of it! I explained as best I could and she said she would send me a gift card in the post for my inconvenience! Didnt say for how much though but every little helps! Maybe I could put it towards buting the station in the end!

BlueCow1975

Thanks for the heads up on them changing the item in your reserved account. That is really really annoying that they have changed the product that I have reserved without even bothering to notify me and explain the mix up. Not Impressed :mad:.

I have not got the energy to do anything more about it, other than simply cancel the item in my "reserved" account. Poor customer service from next. Good luck to everyone standing their ground!

Cheapchick_2

I still hadnt emailed my complaint yet so have done so today. Would be nice to get something back on my account especially as they never even offered to collect the wrong one back from me so wasted my lunch break trekking back to the shop!

EDIT - reply email today crediting account with £5

Cheapchick_2

BlueCow1975 wrote: »

Thanks for the heads up on them changing the item in your reserved account. That is really really annoying that they have changed the product that I have reserved without even bothering to notify me and explain the mix up. Not Impressed :mad:.

I have not got the energy to do anything more about it, other than simply cancel the item in my "reserved" account. Poor customer service from next. Good luck to everyone standing their ground!

So do you still have the deluxe showing in your reserved account now? I said in my email to CS that the guy I spoke to said there had been a mix up with these orders and they'd had a few calls about it. The reply I got today said that they would not have sent out the wrong item knowingly and had they known at the time it was wrong my order would have been cancelled. I got £5 credit but others have had more. You could hang fire and if they send you the wrong one you'd be able to argue the fact that they are well aware of the error by now as you know people that were told over a week ago now that it was the wrong item.

zombie_tennants

i returned my wrong order they gave me £20 for the trouble

BlueCow1975

Cheapchick wrote: »

So do you still have the deluxe showing in your reserved account now? I said in my email to CS that the guy I spoke to said there had been a mix up with these orders and they'd had a few calls about it. The reply I got today said that they would not have sent out the wrong item knowingly and had they known at the time it was wrong my order would have been cancelled. I got £5 credit but others have had more. You could hang fire and if they send you the wrong one you'd be able to argue the fact that they are well aware of the error by now as you know people that were told over a week ago now that it was the wrong item.

I had ordered the deluxe and for weeks the deluxe title and description was in my reserved items list. When I checked they had actually CHANGED the description of the item and it now states it is the standard playset. I had not been contacted or notified. If I am being honest, I could not be bothered with the palava of waiting for them to dispatch a standard, having to return it and then argue the toss with customer services. I have given up now and cancelled. I ordered one from ELC for £24 using the 20% discount code in the end.

Well done on everyone who is getting a result with next. I should think so too!! It seems that you need to stand your ground to get anywhere though.

Legendmum

Had my giftcard through the post today! £20!!! Very happy with this and will put it towards buying the firestation so my son gets it for Christmas! Never complained much before joining this forum, just moaned to friends and family! Now I know that some companies do take customers concerns seriously! Thanks Next! Maybe your not that bad after all!

jellybabes

Like the above post got a call from next and offered the either deluxe firestation at £15, £15 credit to my account or £20 gift voucher chose the voucher!! thanks to everyone who posted, wouldn't ave had the guts to complain normally!