refusal to refund return of goods - NEXT

nahidaakhtar

next have been very generous with their refunds accepting exchanges from other next stores without a receipt, refunding onto a gift card if there wasnt anything you wanted to exchange for and quite franly alot of people take the mickey, some stores are now refusing to refund onto a refund card which is athe managers discretion anyway.

I have always found next customer service to be really really good but you gotta be polite!

shaun_from_Africa

I have always found next customer service to be really really good but you gotta be polite!

To be honest, I've found this to be the case with most companies.
I travel an awful lot for business purposes, and the majority of my my airline tickets are "cheapies". (non refundable, non exchangable).
However, going to the ticketing desk at most airports, asking very nicely and not expecting anything, very often results in me getting a change of flight at no charge.

I always do exactly the same when returning or exchanging items in shops. It's amazing how a simple "I'm sorry, I know that I'm not entitled but...." seems to work wonders, especially when you let the sales assistants know that you are asking rather than demanding.

monkeymoomoo999

Drive4it wrote: »

Dear all.

Please find the email ive sent to Next today after my attempt to return goods yesterday. Any advice would be appreciated. Thanks in Advance.


Dear Sir/Madam,

May i just say after shopping at Next on a regular basis over the last 20years plus for myself, my wife, and now my 4 kids i was more than suprised by the way of your customer service yesterday, after being more than happy up till then.

On 23rd December 2010 at approx 9.30am-10.30am, i purchased my wife Donna a pair of Jeans from the Loughborough Store in the Market Place.
they were bought by myself, for my 12 year old son to give to his Mum for Christmas.
I paid cash, and i certainly remember purchasing with a £50 note, as i asked the cashier if they would be ok to accept it, being as some retailers dont.

George, my Son wrapped the present for his Mum to give to her on Christmas Day.
On opening the present, Donna tried the Jeans on, and i unfortunatly bought the wrong size. She being a size smaller of a 12, and me purchasing a size 14.

On wrapping the present, George has thrown the reciept in the bin, along with the packaging from all the presents that was left over.

Yesterday (Saturday 8th January 2011 approx 1.30pm), myself and Donna took the jeans back to the store, and before going to the till picked out the correct size to swap, or to pay the difference of cost.

On doing this, bare in mind the store was busy, and queuing for 15mins, we were told by a (excuse the phrase) a rather plump lady with glasses at the till that the goods had not been purchased at the store, as they did not show on the log when scanning the code.

At the time i was elsewhere in the store, looking for clothing for my 6 week old daughter, Donna came over to me and informed me of the ladies abrupt reaction, and she said she felt very belittled by the store attendant as she felt she was accusing mysef/her of theft. And the lady said if we were not happy to phone the number on the card.

Straight the way whilst starting to queue from the back once more i rang the number on the card Donna was handed, and spoke to a pleasant guy called Manny at customer relations. We came to an agreement theat once i had got a store assistant to call him back and he would liase with them. I then managed to speak to a Store Manager, which i believe was the name of Kate within the store, i then handed her the call from Customer relations and Manny, being as i obltained him quicker than she did from the store phone. He spoke to her at length in regards to the item number, etc And they both agreed with a lot of resitance that she would look through the sales log from the 23rd, but she was haiste to tell Manny that it would take a lot of work, and time to do this, but i felt that if it was neccesary then i would be happy with the agreement.

BUT - on putting the phone down, i asked her what she was to do, and she then said that she was unable to do anything, even though i just heard her conversation with Manny at Customer relations. What made the matter worse was then the reaction from the store assistant who Donna originally went to commenting as we stood to one size, smuggly that "i told the lady we couldnt do anything when she first came up, and the goods were not purchased from here".

I was fuming at this point, and grabbed the jeans and left the store, to then call Manny once more, and he said she agreed to go through the log to him, and i acknowledged that, but i told him as soon as the phone went down she told myself she couldnt do anything for me.

I could not believe this reaction from such a well known UK High Street retailer, who for one would not exchange the goods (even at a reduced cost) but also the sense of feeling accused of theft, and tell lies.

I myself own several companies through Leicestershire, and i would not for certain treat any customers of myself in that manner, i am more than unhappy with the situation, and i still wish to return the goods.

I look forward to your reply.

Don't give up on this, they should be able to track it down.
If you can remember the day and roughly the time they should have you on camera buying it, although that doesnt mean its the same jeans you are taking back. Are you sure its the same NEXT shop you went to?.

I don't understand why they cant track it down if it went through the tills.

RadoJo

monkeymoomoo999 wrote: »

Don't give up on this, they should be able to track it down.
If you can remember the day and roughly the time they should have you on camera buying it, although that doesnt mean its the same jeans you are taking back. Are you sure its the same NEXT shop you went to?.

I don't understand why they cant track it down if it went through the tills.

I think it's a bit unrealistic to expect someone to trawl through hours of CCTV footage, which will probably have been recorded over by now anyway. I don't think it's so much that they definitively cannot find a record of the transaction, but that it's time consuming and is above and beyond what the OP is entitled to.

monkeymoomoo999

RadoJo wrote: »

I think it's a bit unrealistic to expect someone to trawl through hours of CCTV footage, which will probably have been recorded over by now anyway. I don't think it's so much that they definitively cannot find a record of the transaction, but that it's time consuming and is above and beyond what the OP is entitled to.

I said "If you know the day and roughly the time". Read my post again.

monkeymoomoo999

monkeymoomoo999 wrote: »

Don't give up on this, they should be able to track it down.
If you can remember the day and roughly the time they should have you on camera buying it, although that doesnt mean its the same jeans you are taking back. Are you sure its the same NEXT shop you went to?.

I don't understand why they cant track it down if it went through the tills.

Try taking them back to another NEXT.

Lottie-B

So what if she's plump and wears glasses, what point are you making?
I bet she knows the difference between bare naked and bear in mind.
I'm cuddly and wear glasses (except in moments of extreme passion) and as I've taken offence at your remarks I'm going to offer no suggestions whatsoever :rotfl:

RadoJo

monkeymoomoo999 wrote: »

I said "If you know the day and roughly the time". Read my post again.

I read your post - 'roughly' could span a few of hours of presumably busy shopping footage and given that the OP is asking for a favour, it's probably best to appreciate that this course of action is going to mean a member of staff being paid to do something unproductive for a substantial length of time.

d123

monkeymoomoo999 wrote: »

I said "If you know the day and roughly the time". Read my post again.

Doesn't actually matter if he does remember, radojo is right.

No retailer is going to keep weeks and weeks of footage. Its normally around a week that is kept, unless there is an incident in store. They then remove the tape / HDD on which the incident is captured and reuse a different one.

Also, do you really think with the OP's attitude the manager would even dream of entertaining the request. I think the reply would be "sorry it's being recorded over" even it if hadn't.

Freddie_Snowbits

shaun_from_Africa wrote: »

Oh dear freddie. I see that you didn't read the opening post too clearly or you would have noticed that this doesn't apply.

Bu99er, now I know.

Minds me of the pepsi machines and colour photocopiers. They always to the 1SR note no problemo.