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Next: Problem after problem
luckwudaveit
Posts: 406 Forumite
Back in July I ordered 2 matching swivel chairs, on their "Buy 2 get £50 off deal". I ordered online which meant I had to get a Next Credit Account, and was told it would be up to 5 weeks for delivery. After 4 weeks I checked the Order Status online and things just didn't look right to me, so I phoned them. They assured me everything was fine and they would call within a week to arrange delivery.
A week later, true to their word, they called. However, only 1 chair was ready and the due to a systems error, they had to re-order the 2nd one and it would be up to 5 weeks again. I told them to hold the 1st chair as I didn't want to have to book 2 days off work to accept deliveries.
A week later, I had a text from Next asking me to call them. I did and was through to their credit dept. Due to the "systems error" with the orders, I had now gone over my credit limit, but this hadn't been an issue until this point. I was asked to pay the difference between my limit and the balance to get me below the limit. I was concerned that I had called a number sent to me in a text, so I hung up and dialled a recognised Next number, asking to be put through to their credit dept - it turns out the text was genuine.
Firstly I asked for the order status of the 2 chairs, and to my surprise, both were now in the warehouse ready for delivery. I double checked this with them as the 5 week waiting time had reduced to just a week. I offered to clear the full amount using a credit card on the proviso that a delivery date was arranged there and then. This was agreed to, so I coughed up and was transferred back to the Home dept to arrange delivery.
When I got through to the Home dept, I was told that only a single chair was available for delivery, despite what the Credit dept had told me. I was not impressed and they offered me a £30 credit on to my account - instead I requested a refund to my credit card, which they couldn't do, but offered a gift card instead. I agreed to this and they said this would be delivered within 10 days.
A week later, they called me to say both chairs were now available and I arranged a date for delivery. Today, the 2 chairs arrived. One swivels completely fine with little effort required. The other one requires considerable effort and is difficult to turn whilst sitting in the chair. I have turned the chairs over and the 2 mechanisms are completely different. I called Next again and expressed my displeasure at their service. They have arranged for a 3rd party furniture technician to come round in a couple of weeks (nearest convenient time for me) and are sending me an additional £35 gift card.
Tomorrow will be 10 days since the first gift card was offered - no sign of it yet!
I can't fault the people I've spoken to in Next's Home dept, but the order has been a complete mess. I can't wait to shut the account down once the chairs are fixed.
EDIT: I thought it was just the light when I unwrapped the chairs, but there's definitely a shade difference between the 2 fabrics. Not only that, but the darker chair's fabric has a much rougher feel to it; the paler one is noticeably smoother. It makes me wonder if the lighter one is an ex-display model. Anyway, I phoned Next up and again they were very helpful, apologetic and polite. They are going to re-order a new chair and do a swap over in up to 5 weeks' time. What's worrying me is that this 3rd chair has gone onto my account.
Watch this space...
A week later, true to their word, they called. However, only 1 chair was ready and the due to a systems error, they had to re-order the 2nd one and it would be up to 5 weeks again. I told them to hold the 1st chair as I didn't want to have to book 2 days off work to accept deliveries.
A week later, I had a text from Next asking me to call them. I did and was through to their credit dept. Due to the "systems error" with the orders, I had now gone over my credit limit, but this hadn't been an issue until this point. I was asked to pay the difference between my limit and the balance to get me below the limit. I was concerned that I had called a number sent to me in a text, so I hung up and dialled a recognised Next number, asking to be put through to their credit dept - it turns out the text was genuine.
Firstly I asked for the order status of the 2 chairs, and to my surprise, both were now in the warehouse ready for delivery. I double checked this with them as the 5 week waiting time had reduced to just a week. I offered to clear the full amount using a credit card on the proviso that a delivery date was arranged there and then. This was agreed to, so I coughed up and was transferred back to the Home dept to arrange delivery.
When I got through to the Home dept, I was told that only a single chair was available for delivery, despite what the Credit dept had told me. I was not impressed and they offered me a £30 credit on to my account - instead I requested a refund to my credit card, which they couldn't do, but offered a gift card instead. I agreed to this and they said this would be delivered within 10 days.
A week later, they called me to say both chairs were now available and I arranged a date for delivery. Today, the 2 chairs arrived. One swivels completely fine with little effort required. The other one requires considerable effort and is difficult to turn whilst sitting in the chair. I have turned the chairs over and the 2 mechanisms are completely different. I called Next again and expressed my displeasure at their service. They have arranged for a 3rd party furniture technician to come round in a couple of weeks (nearest convenient time for me) and are sending me an additional £35 gift card.
Tomorrow will be 10 days since the first gift card was offered - no sign of it yet!
I can't fault the people I've spoken to in Next's Home dept, but the order has been a complete mess. I can't wait to shut the account down once the chairs are fixed.
EDIT: I thought it was just the light when I unwrapped the chairs, but there's definitely a shade difference between the 2 fabrics. Not only that, but the darker chair's fabric has a much rougher feel to it; the paler one is noticeably smoother. It makes me wonder if the lighter one is an ex-display model. Anyway, I phoned Next up and again they were very helpful, apologetic and polite. They are going to re-order a new chair and do a swap over in up to 5 weeks' time. What's worrying me is that this 3rd chair has gone onto my account.
Watch this space...
0
Comments
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Last week I got my latest Next statement and apparently I now owe them £10. The agent on the phone was insistent this was correct, despite me going through the maths. After the call, I looked at the online statements and its blatantly obvious that the deposit on the order has not been deducted from the total order value of the goods. They have now corrected this.
The Furniture Technician was arranged for today. There was no sign by 3.30 soI called Servico, who were the 3rd party supplying the technician, and they informed me that Next Management Team had cancelled the job. Wonderful.
I phoned Next and after the agent recognised my frustration I was put through to the Complaint Resolution Team. I have been promised a call back by Monday at the latest, but I have refused to take any more time off work for a technician visit and they have hinted at a weekend delivery for the replacement chair.
I can't believe the incompetency of Next.
On the plus side, I now have £65 worth of gift vouchers, but it still doesn't come close to compensating me for the errors on this account, delays to the order, being sent faulty and second-hand goods and taking a day off work for no reason.0 -
Next called again today, informing me that they would arrange for another furniture technician to call. I asked them why, when they had cancelled the last one and not told me. They didn't have much to say. They have now agreed to re-order two brand new chairs, manufactured at the same time so that the fabric matches and with the same swivel mechanisms. Another 5 week wait til they are ready, but they have also agreed to a weekend delivery and a financial apology.0
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Well done for perservering. Shame it took so much effort. Fingers crossed it is resolved in 5 weeks0
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I am pleased to say that the 2 new chairs were delivered today. They match exactly, both swivel and are what we expected. I will finish off my letter to Next and see where the financial comp takes me.0
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luckwudaveit wrote: »I am pleased to say that the 2 new chairs were delivered today. They match exactly, both swivel and are what we expected. I will finish off my letter to Next and see where the financial comp takes me.
What financial comp do you expect?0 -
The "financial comp" should be a reimbursement of any expenses that you have incurred getting this sorted out.
How much is that?0 -
What financial comp do you expect?
The equivalent cost of taking an unpaid day off work to compensate me for the previous lost day when the Technician didn't turn up would be a start. And what about the 4 hour time slot I had to wait in yesterday for the replacement chairs to arrive?
The vouchers received thus far were gestures of goodwill for errors on the account and delays to the order and were issued before the Technician's visit that didn't happen.0 -
Have a read of this, me old china:
http://webcache.googleusercontent.com/search?q=cache:http://www.moneysavingexpert.com/shopping/delivery-rights
I knew it was on here somewhere but the direct link appears to be dead.
Martin will tell you all you need to know.0 -
Next tried to call me yesterday, but I couldn't take the call, so I phoned them back today. They have offered me £50 paid into my bank and will also refund the £25 credit on the account into my bank too. I have accepted this as I think that is a fair settlement. I have also asked for my credit account to be closed.0
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