Advice please, NEXT order complaint

JennaUK123456789

My daughter has just turned 4. For her birthday we decided to give her a 'big girls' room, redecorated, with a new bed and storage furniture from NEXT. It was a cabin bed mid sleeper giving us the option to slot the chest of drawers and wardrobe underneath the bed to save storage depending on her needs as she grows.

All was lovely, we received the chest of drawers and wardrobe first as they gave us an option to collect these items in store. Delivery for the bed and mattress was set for the beginning of the following week.

Monday came and my daughter waited with much excitement and anticipation, the delivery team were excellent and helpful. Three boxes were delivered and in attempt to get her in her new room that evening, I started to unpack the boxes......only to find the bed wasn't complete. They had sent two of the same box. One was missing....I quickly rang NEXT customer service team where they told me

1) that the bed was noted as incomplete on the system, therefore was confused to why they would waste my and the delivery teams time to deliver in the first place

2) there were no beds left in stock and as they were discontinuing this range I would have to wait 8 weeks to get a replacement!

I was told I could have a refund on the bed but as I've ordered the whole set and constructed the other items the previous week, (the boxes and packaging for these items had been taken to the tip to reduce the birthday chaos,) and would not comply to their return policy agreement. I therefore have no choice but to wait till the new year in hope that a new bed will turn up.

I have spoken to NEXT and they have offered me 15% of the cabin bed but my concern being that if it is being discontinued, is there any guarantee it will actually turn up in January! Especially after reading up on other posts about NEXT delivery and furniture with there promises and failure to deliver.

They knew the bed was incomplete before they sent it. It was ordered to match and be a set and not once did NEXT contact me to let me know there was a problem with the bed or I would have returned the other furniture I received and just got another set!

Instead of getting a big girl room for her birthday, my daughter got to sleep on a mattress on the floor surrounded by cardboard boxes of the incomplete bed they are yet to collect.

Where do I go from here? Can anyone give me any suggestions?

unholyangel

How did you order them all? Did you order them at the same time/in the same transaction?

marliepanda

As they weren't purchased as a set, but as separate items, you cannot claim for the other pieces.

How vital is the missing piece of bed, could it be replaced/painted to fit with a discount?

Have you asked Next as to whether they are guaranteeing a bed in january?

unholyangel

marliepanda wrote: »

As they weren't purchased as a set, but as separate items, you cannot claim for the other pieces.

How vital is the missing piece of bed, could it be replaced/painted to fit with a discount?

Have you asked Next as to whether they are guaranteeing a bed in january?

Thats actually not true. I asked this specific question of CAB the other week on behalf of another poster and the response the CAB gave was:

If a consumer is supplied with a number of items, one of the remedy options they have if some items are faulty and some are not, is to reject all the items. The other options are to reject the faulty items and keep all those are not faulty, or to reject or keep any number of faulty items and keep all that are not faulty. The consumer never has the option to keep only some of the non-faulty goods and if goods form a commercial unit, the consumer can't use the partial rejection option. (A commercial unit is where goods are sold together and splitting them up would materially reduce their value or character).

This is because the contract for the additional items wouldn't have been entered into if the contract for the bed had not been entered into.