Next - refund problems

Tazz360

Hi people.

My partner has a Next directory account and just before Christmas, she ordered me a pool table for £300 with the intention to surprise me on xmas day.

It was delivered by a third-party company (DX or something) and there was only one guy, even though on the box it stated "Two man delivery only".
The delivery bloke said to my partner that he was not insured to step foot through the door, so he left it beside the doorway and somehow my partner and her dad managed to get it inside.

Once opened, they found the pool table to be damaged. The table had a crack down the middle, two of the pockets were broken and just wasn't in any fit state to play on.

She phoned Next, who passed the problem on to the manufacturer, where the table had been sent from. They got in touch after two weeks and arranged a collection. It was picked up on the 23rd December by the company who delivered it and we were left with a collection note.

Since then we have contacted Next multiple times to ask what progress has been made, only to be told that they are waiting for the manufacturer to get in touch, but it has now been 3 months.

As far as we see it, the manufacturer have been paid, Next have been paid, so they are all happy. Yet Next are still calculating their service charges each month on what my partner owes them.

I know that a good idea would be to contact the manufacturer ourselves, but Next won't disclose their contact details.

Does anyone have any advice on how to speed things up with companies like these?

aggypanthus

Its nothing to do with the manufacturer, the contract is between the buyer and Next . Keep badgering them for a refund as the timescale is crazy.

Dazedandconfused

Next should be replacing it for you. You need to keep at them.

da_rule

As has been said, your contract is with Next, not the supplier. Under s.14 Sales of Goods Act 1979 the goods must be of reasonable quality and be fit for the purpose they are intended. This has been incorporated into the Distance Selling Regulations 2000 so that you have the same rights when ordering by phone/catalogue/internet etc as you would when buying face to face.

I would be on the phone tomorrow demanding they sought this now. I would also send an email to them, and make it quite clear that if the matter is not resolved by a set date that you will take legal action.

visidigi

Tazz360 wrote: »

Hi people.

My partner has a Next directory account and just before Christmas, she ordered me a pool table for £300 with the intention to surprise me on xmas day.

It was delivered by a third-party company (DX or something) and there was only one guy, even though on the box it stated "Two man delivery only".
The delivery bloke said to my partner that he was not insured to step foot through the door, so he left it beside the doorway and somehow my partner and her dad managed to get it inside.

Once opened, they found the pool table to be damaged. The table had a crack down the middle, two of the pockets were broken and just wasn't in any fit state to play on.

She phoned Next, who passed the problem on to the manufacturer, where the table had been sent from. They got in touch after two weeks and arranged a collection. It was picked up on the 23rd December by the company who delivered it and we were left with a collection note.

Since then we have contacted Next multiple times to ask what progress has been made, only to be told that they are waiting for the manufacturer to get in touch, but it has now been 3 months.

As far as we see it, the manufacturer have been paid, Next have been paid, so they are all happy. Yet Next are still calculating their service charges each month on what my partner owes them.

I know that a good idea would be to contact the manufacturer ourselves, but Next won't disclose their contact details.

Does anyone have any advice on how to speed things up with companies like these?

How have Next been paid if you have service charges on the amount? make it very clear to Next they need to refund all charges they apply if the response tot he damage claim is in your favour.