Arrgh! Next online VIP sale

Chaz1973

Please be gentle as I am new to this forum group, but I feel I can contain my frustration no longer.

Having had a successful session with the online Next VIP sale I am disappointed with the outcome.

A significant amount of the items ordered just haven't arrived (some 50 in number) - yet all of these items have appeared on the statement issued within days of the VIP sale.

Contacting customer services (CS) day in, day out is a frustrating experience. (Hint use MSE cheap call finder and 'saynoto0845' to find a land number) Yes, the staff are very apologetic and polite, but their view on what happens seems to change each time you call - you feel like you are going around in a circle. Currently I am waiting for the courier to contact me, yet I hold very little hope of this happening. Ironically, one item has just shown up as being returned, despite it never arriving here. On questioning this with CS they confirmed that this one item had been sent to the wrong depot - but what about the other umpteen items? Could we have the item that had been returned by themselves to themselves - no, sorry it is now out of stock - aaarrggh!:mad:

I feel hugely let down by Next and really have lost interest in using them again (sale or no sale). Is it just me or are there other people out there with similar problems hanging on from the VIP sale. If so how did it get resolved in the end?

hellokittygal

I placed an order on Christmas day from the online sale.
This was to be delievered to my local store for collection.
It ended up being sent to Glasgow (I'm in Staffordshire) and when i rang they told me it would be sent down to my local store.
A week later and £10 worth of phonecalls, they have admitted they have lost the items.
Both myself and my local store tried to chase it up, and i felt as though i was going round in circles.

It has ended ok(ish) as they are giving me a giftcard for £10 because of the phonecalls charge and are going to let me have 2 pairs of boots from the new cataloge to replace the 2 pairs that have gone missing, but for the sale price i would have paid for the others. (Well this is what i have been told and they man dealing with this is supposed to be ringing me Saturday to sort my order for these).

I would persist in phoning to chase the order....it drives you mad :mad: but you may get somewhere!

PinkLipgloss

Not good. I had a totally different experience....

I was shocked as my mum ordered some items for me using her "online VIP status" (think it was around 23rd of Dec) and all of the items arrived within the week!

She was not even receiving regular mail due to snow conditions (lives near Glasgow).

Catslovelycats

I've had items showing on my statement that 2 weeks on I still haven't received. Told Next that I wouldn't be paying for goods not delivered and wouldn;t be paying interest on it either. They were quite accepting of that. Let's see what happens a) to the missing items and b) my next account! Today I went instore to pick up item I'd had delivered there rather than home and they couldn;t find it!! I've not had difficulties before but not impressed this year.

wookie_2

Had similar issues with Next, ordered £300 worth of goods from the VIP sale, Half of the items had not turned up although statement said they had, so in effect order complete.:mad:
Phoned and e-mailed Next who were good and re- credited my account withinn a few days, however some of the OHs goods arrived with a different courier, which was fine, asked weather she was helping out and the reply was, " your old courier has been sacked for stealing, and has been under investagation for several months":eek:.
It just goes to show you need to keep on top of your statements of what you have ordered an what goes back....

cloandharry

I am having the same kind of problem. I ordered 55 items and they are coming in dribs and drabs, which is fine, but most parcels have 1 item missing with a little bit of paper in them saying "this item is delayed and will follow". The only problem being it doesn't say what item is missing so I have been keeping a list beside the phone (so I remember to phone Next about it!!).

Now, here is the problem........As the item is on my delivery note (even though it is not in the parcel) I have been charged for it, so when the item actually turns up a week later, with a delivery note, I am having to keep a check that they are not going to charge me again (hope I am making sense!).

Next have told me to leave it a week before phoning about missing items, so that it why I am currently making a list and will be checking my statement VERY carefully!!

Chaz1973

Thank you for all your replies. Historically I have not had any problems with Next - but when it goes wrong - it REALLY goes wrong.

My saga is continuing. After finally getting through to the courier department (after much begging and pleading on my part) I thought I was progressing. A very helpful member of staff there did keep me informed of progress (namely an issue with the courier) and indicated that the statement would be credited firstly last friday (didn't happen) then today (didn't happen). On chasing up today the contact I had was away and now I feel the circle has started again. i needed to repeat the items not yet arrived (yet I thought this was all in process) and this matter will of course be escalated and you'll hear soon. What has been going on for the past 3 weeks???!!! They keep telling me that it will be resolved and then there is something else.

I just want the matter closed. As a (good) customer of theirs for many years, my expectation was that they would have a process to close this out. Instead there are loops within loops. Ultimately their approach to resolving this has presently left me never ever wanting to use their service again. Yes, mistakes happen, parcels don't get delivered, but to ultimately treat the customer quite so badly is not acceptable.

Rant over!

Esoog

Next pirates, I ordered something (in stock for next day delivery..) and it took three weeks to arrive. In the mean time I had fired off a few emails saying how crap they are and a few phone calls where I was told all kinds of things like "the courier has it" / "its delayed" / etc etc..it finally arrived - on a day where they left a voice mail saying "your item due for delivery today (despite no tracking info) won't actually be coming sorry"

That was "swiftly" followed two weeks later by an email saying "sorry to hear your item hasn't arrived, I'm sending another one"

Someone then rang me the next day to try and find out where my item was, I told them I had it and that it had only taken them nearly a month to reply to my queries.. Then, the next day, another one arrived!

Then, next day, I get a letter saying "Sorry your item is actually delayed and will be with you next week".... and then someone rings me (last night) to apologise for the delay in sending my item and to sort out a delivery date for it

oh yes, and they're charging me for all these extra items too! Which will take me over my limit so they'll probably attempt to charge me for that too..

Like the previous said, when it goes wrong it really does, I ordered a pregnancy pillow for my girlfriend last year that was also "in stock for next day delivery" - by the time it turned up 3 MONTHS LATER she had nearly had the baby!! :rotfl: