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Problems with Next directory
JerseyB
Posts: 16 Forumite
in Credit cards
Here is my story:
On 29th of November 2012 my credit limit on Next directory account was increased from 150.00 to 900.00 pounds. On the 22nd of December there was a VIP sale online for next directory account holders. At that time my credit limit online was still showing 900.00 pounds. I have made purchases for the total of 184.99 pounds. Some of the items were available at that time and was planned to be delivered by 29th of December 2012, other two items were estimated to be delivered by the 5th of January. Items that were reserved were supposed to be delivered at the later date (12th of January, 19th of January and 26th of January 2013. On the 23th of December 2012 I booked another slot for VIP sale and made additional purchases for the amount of 32.99 pounds.
On the 26th of December 2012 there was a Boxing Day sale at next stores, so at 6 o’clock in the morning I went to the next store in Cheshunt thinking I might find a winter jacket for my daughter that was not available online. I have spent almost an hour waiting in line to get into the store. When I got there I could not find a jacked in required size so I went thru the clothing to see what else I could find. There was still a lot of items for my kids available at the store, but since I thought I already ordered them online on VIP sale I did not buy them and went home empty handed. When the 29th of December passed by and I did not received first delivery from Next that was intended to be delivered on that date I started to wonder what happened, but figured that because of the sale maybe they were very busy and did not get in time with all the orders. So on the 4th of January this year I have received a phone call from NEXT and the women was telling me that some of the reserved items became available and I have to pay 8 pounds before they could dispatch them. While I was getting my debit card I asked her about what happened with my other items and when will I receive them. She notified me that all those other items were cancelled because I did not have enough credit. I told her that at the date of purchase my credit limit on the account was 900.00. She then told me that my credit limit was reduced after I have made a purchase and that they tried calling me about it. I got very upset and cancelled the rest of the order because let’s face it why do I need the top of the bikini if the bottom is no longer available. After talking to her I called Next and asked to speak to the manager. I have explained to him that it is not fair for them to cancel everything without any notice to me, because up until New Year Next had sale in stores and I still would have had a chance to get some of the wanted items. He then told me that it is in their terms and conditions that they are reviewing credit limit each month (middle of the month) and after the review my credit limit was reduced without so much of an email. When I asked why it did not show this new reduced credit limit online he told me that it would only show after the activity on the account in other words only after I bought items from them online. I was trying to be reasonable with him and tried to explain that they were supposed to notify me about these changes sometime between the day I have made a purchase and the day when the sale has ended (around 29th – 31th of December) and they only notify me now on the 4th of January 2013 when I have no longer have the opportunity to by these items with debit card. He told me that they tried to contact me on the 23th of January by phone and send out a letter to me by mail which I have never received. Now I looked in my caller ID and I see one missed call from 08xxx number (now I’ve compared it with numbers on NEXT website and know that this missed call was from them) that they only called me on the 23rd of December 2012 at 10:00 AM (Sunday). Just this once. No more txt, phone calls or emails until the 4th of January 2013. If they would have at least sent me an email while the sale was still on I would have had the chance to get some of the items in the store at the sale price. I believe that my right as a customer was violated. I have no items and I was robbed of the opportunity to get them while they were still available. I strongly believe that this is unfair trading. Now because of their lack of the communication I no longer have a chance to get items at the discount price and if I would by similar items (those are no longer available) at the current prices I would have to spend not 217. 98 (184.99 + 32.99) but double that, because the items on sale that I bought was half price (most of them). From what it looks like to me their terms and conditions in my case violates mine as a consumers rights.
In addition to this I wish to know on what grounds they have reduced my credit limit, because on the 29th of November my credit limit was increased from 150.00 pounds to 900.00 regardless of the lack of activity on the account and just after I finally made considerably large purchase they have decided that I no longer deserve that amount of credit? Before this I have always paid my balances in full, no outstanding balance so what was the reason for them to treat me like that on this exact occasion?
Any thoughts on this? I am planning on going to CAB tomorrow and maybe even contacting Office of fair trading regarding NEXT ways with their customers ..:(
On 29th of November 2012 my credit limit on Next directory account was increased from 150.00 to 900.00 pounds. On the 22nd of December there was a VIP sale online for next directory account holders. At that time my credit limit online was still showing 900.00 pounds. I have made purchases for the total of 184.99 pounds. Some of the items were available at that time and was planned to be delivered by 29th of December 2012, other two items were estimated to be delivered by the 5th of January. Items that were reserved were supposed to be delivered at the later date (12th of January, 19th of January and 26th of January 2013. On the 23th of December 2012 I booked another slot for VIP sale and made additional purchases for the amount of 32.99 pounds.
On the 26th of December 2012 there was a Boxing Day sale at next stores, so at 6 o’clock in the morning I went to the next store in Cheshunt thinking I might find a winter jacket for my daughter that was not available online. I have spent almost an hour waiting in line to get into the store. When I got there I could not find a jacked in required size so I went thru the clothing to see what else I could find. There was still a lot of items for my kids available at the store, but since I thought I already ordered them online on VIP sale I did not buy them and went home empty handed. When the 29th of December passed by and I did not received first delivery from Next that was intended to be delivered on that date I started to wonder what happened, but figured that because of the sale maybe they were very busy and did not get in time with all the orders. So on the 4th of January this year I have received a phone call from NEXT and the women was telling me that some of the reserved items became available and I have to pay 8 pounds before they could dispatch them. While I was getting my debit card I asked her about what happened with my other items and when will I receive them. She notified me that all those other items were cancelled because I did not have enough credit. I told her that at the date of purchase my credit limit on the account was 900.00. She then told me that my credit limit was reduced after I have made a purchase and that they tried calling me about it. I got very upset and cancelled the rest of the order because let’s face it why do I need the top of the bikini if the bottom is no longer available. After talking to her I called Next and asked to speak to the manager. I have explained to him that it is not fair for them to cancel everything without any notice to me, because up until New Year Next had sale in stores and I still would have had a chance to get some of the wanted items. He then told me that it is in their terms and conditions that they are reviewing credit limit each month (middle of the month) and after the review my credit limit was reduced without so much of an email. When I asked why it did not show this new reduced credit limit online he told me that it would only show after the activity on the account in other words only after I bought items from them online. I was trying to be reasonable with him and tried to explain that they were supposed to notify me about these changes sometime between the day I have made a purchase and the day when the sale has ended (around 29th – 31th of December) and they only notify me now on the 4th of January 2013 when I have no longer have the opportunity to by these items with debit card. He told me that they tried to contact me on the 23th of January by phone and send out a letter to me by mail which I have never received. Now I looked in my caller ID and I see one missed call from 08xxx number (now I’ve compared it with numbers on NEXT website and know that this missed call was from them) that they only called me on the 23rd of December 2012 at 10:00 AM (Sunday). Just this once. No more txt, phone calls or emails until the 4th of January 2013. If they would have at least sent me an email while the sale was still on I would have had the chance to get some of the items in the store at the sale price. I believe that my right as a customer was violated. I have no items and I was robbed of the opportunity to get them while they were still available. I strongly believe that this is unfair trading. Now because of their lack of the communication I no longer have a chance to get items at the discount price and if I would by similar items (those are no longer available) at the current prices I would have to spend not 217. 98 (184.99 + 32.99) but double that, because the items on sale that I bought was half price (most of them). From what it looks like to me their terms and conditions in my case violates mine as a consumers rights.
In addition to this I wish to know on what grounds they have reduced my credit limit, because on the 29th of November my credit limit was increased from 150.00 pounds to 900.00 regardless of the lack of activity on the account and just after I finally made considerably large purchase they have decided that I no longer deserve that amount of credit? Before this I have always paid my balances in full, no outstanding balance so what was the reason for them to treat me like that on this exact occasion?
Any thoughts on this? I am planning on going to CAB tomorrow and maybe even contacting Office of fair trading regarding NEXT ways with their customers ..:(
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Comments
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If it was me I'd find another place to shop. Next has gone downhill over the past few years... quality down, prices up!0
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If it was me I'd find another place to shop. Next has gone downhill over the past few years... quality down, prices up!
Oh I will consider different stores but still planning on trying my best to give them a lot of trouble. They keep covering everything with their terms and conditions and apparently these violates consumers rights big time ....0 -
store cards are an expensive form of credit - look on the experience as saving you from incurring debt and take it as a lesson0
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Its does say though in their terms and condtions
Credit Limit
Your account will be subject to a credit limit which we may vary at any time (up or down). The outstanding balance of your account must not exceed your credit limit. If you exceed your credit limit you may be asked to pay the excess immediately. Your credit limit will be shown on each statement.
It also says:
Purchasing goods with your Directory Card is subject to the credit limit of your Next Account, which is variable. Next reserves the right to alter or amend credit charges, to withdraw credit, to accept or reject orders, to refuse applications, or on two months prior notice to close an account. To prevent identity fraud you may be required to confirm your identity when placing an order on your Next Account. A payment up to the value of the order may be requested using a credit or debit card registered to the account holders address. The rest of the order will be invoiced at a later date.Im an ex employee RBS GroupHowever Any Opinion Given On MSE Is Strictly My Own0 -
I have time
Although that does not sound too optimistic 
What's really happened here? You placed an order online using a Next credit account. Shortly afterwards your credit limited was lowered and wasn't high enough to cover it. Next attempted to contact you to arrange an alternative payment, you missed the call, so they cancelled the order.
Meanwhile, you've missed out on a few bargains. I doubt CAB will be very interested. They'll have plenty of other people with real problems to deal with, especially at this time of year, what with credit card bills starting to come through letter boxes.
You mentioned:Oh I will consider different stores but still planning on trying my best to give them a lot of trouble. They keep covering everything with their terms and conditions and apparently these violates consumers rights big time ....
Well, yes, the Terms and Conditions are there for a reason, so they will refer you to them. You say they violate "consumers rights big time". Care to give a few examples?
And, even though you're so miffed, you're only going to "consider different stores"?! I think you're a bit addicted to Next. Do people really still queue outside stores for an hour?0 -
What's really happened here? You placed an order online using a Next credit account. Shortly afterwards your credit limited was lowered and wasn't high enough to cover it. Next attempted to contact you to arrange an alternative payment, you missed the call, so they cancelled the order.
Meanwhile, you've missed out on a few bargains. I doubt CAB will be very interested. They'll have plenty of other people with real problems to deal with, especially at this time of year, what with credit card bills starting to come through letter boxes.
You mentioned:
Well, yes, the Terms and Conditions are there for a reason, so they will refer you to them. You say they violate "consumers rights big time". Care to give a few examples?
And, even though you're so miffed, you're only going to "consider different stores"?! I think you're a bit addicted to Next. Do people really still queue outside stores for an hour?
I have had my intial limit go from £300 in the first month to £113 the next month to £900 the following month.
I simply won't shop with them again, I cannot be doing with being messed around like that. Just do the same as don't bother shopping with them.I have numerous qualifications in Business and Finance, Accountancy, Health and Safety and am now studying Law.
Don't rely on anything I write as it may be wrong!!!0 -
Oh I will consider different stores but still planning on trying my best to give them a lot of trouble. They keep covering everything with their terms and conditions and apparently these violates consumers rights big time ....
Can you point out the rights that are being violated please?
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Can you point out the rights that are being violated please?
"Under the Unfair Contract Terms Act and the Unfair Terms in Consumer Contracts Regulations any term in a contract that aims to restrict or remove the trader's liability in certain situations can be considered unfair."
I am doing more reading of the Unfair contract terms act and will regardless try to challenge these terms with the Ofice of fair trading. Thank you all for your thoughts 0
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