NEXT - who to complain to?

VKS_2

A couple of days ago I was sent what looked like junk mail from Next. Usually I throw these things away, but for some reason I opened it and read the letter.

The letter told me they were delighted to inform me that the new Directory had been reserved for me and would be sent out to me in July.

At the very bottom of the letter it said if I did not want to pay £3.75 for the Directory, then I should phone up to cancel. If I had thrown the letter away - or not stopped to read it carefully, I would never have known this.

I consider it extremely bad practice to send a chargeable item out to someone without them requesting it. It is also wrong for the onus to be on the member of public to phone up and cancel it. I have never even requested a Next Directory before!

I wrote to complain but they obviously didn't read my letter and apologised for sending me a statement.

I know it is a really small niggle - but it does annoy me. Is there anyone I can complain to? I think Next should be told to stop doing this.

Thanks

Vicki

darich

check their website - head office would be my first point of contact.
There may be other bodies that regulate them eg financial since they do credit or they may be a member of a body that ensures they provide good customer service etc
Threaten them with that.
To be honest, after cancelling it and now knowing what you know, i'd be inclined to forget it and remember the experience if they mail you again.
A letter of compaint is unlikely to gain you anything other than a "sorry" letter since you weren't out of pocket by the experience and not looking for compensation.
If it was me, i wouldn't waste time and a stamp on a letter purely to get them to say sorry.....but that's just me.....i prefer to save my stamps and letter writing for claims of compensation.

jonesMUFCforever

The law is quite clear on things like this.
They cannot charge for anything you did not order (including catalogues).
You are suppose to store it and they have to collect at their own cost.

jackomdj

We often get sent the next directory (though not every time!), we have never ordered from it & never been charged for it, even though it says they will charge you.

Nicky

Woby_Tide

as the charge normally goes directly onto the directory card I can't fathom how they would be able to charge people who haven't requested it. More fool them

harl

The new directory will be out soon. Store managers will put staff under extream pressure to collect data from customer's to sign up for the directory, If staff fail to obtain customers details for the directory, it's placed on the staff's record . Remenmber the cost of the directory is £3.75 and you have to have the first order sent to your house @ £3.50 which is a total of £7.25.Save money shop online and have the items direct to your local store for free.

littlejaffa

am i missing the point?

you've already wrote to next, and they accepted they'd done something wrong and appolgised for sending you the statement saying they would bill you 33.75 whent he catalogue was sent. As a previous poster pointed out they couldn't charge you for the catalogue IF they did send it to you, unless you had requested it.

What is it you want to happen by complaining to more people?

GirlRacer_2

I've been a next customer for years and normal practice is that they send you the directory to look at, if you don't order from it they don't charge you for the catalogue.

You only get charged for the directory when you order from it. HTH

VKS_2

Thanks everyone

Littlejaffa - my point is that Next shouldn't be doing this to anyone. I am not worried about getting billed as I cancelled the Directory. I didn't get a statement saying I would be billed - I got a direct marketing letter.

I think it is unethical of any shop to send a chargeable item out to a random member of the public without them requesting it. Therefore, I think Next should stop this practice. That is all. I am sure there must be rules against this - which is why I wondered who I should report it to.

Thanks

Vicki

Hapless_2

If you did not sign up to it or give your details to next for any reason, could there be identity fraud going on?

Lupie

Hi

I know this thread is old but i have this exact problem.
Next have sent me out a catalogue and i didnt even order it. The problem is that they have sent me a bill and i have never even ordered anything from them nor have i ever been to their shop. Reading all the posts about Next i dont think it will do any good calling them up.

can anyone tell me what i can do?
Thanks
Lupie