NEXT home delivery

*zippy*

Has anyone else had a lot of hassle with their large item deliveries after paying in store. They gave me a ten hour window for delivery and then didnt turn up on Thursday, I called and customer service though polite just passed me around departments, after finally being put through to complaints they blamed the delivery company they use "which they have no control over", they can't track you parcel or contact the driver, she made it sound like they hire some bloke with a white van to deliver your item when he feels like it :rotfl:

Rebooked the delivery and they assured me it would come today, another 10 hour window to wait in, a van pulls up a 2pm, I opened the front door ready, he spent ages searching in his van and then I looked and he was driving off, if it was them them I'm guessing they must have forgotten to load it. They have my mobile as I was assured they'd written it on the notes so they could ring if there was a problem, heck he could of knocked. I thought oh he'll go get it and come back, but no nothing. I called CS and there is no one to help as I paid in store and that dept is shut. I filled out the escalated complaint form Thursday and I never got a reply to that either. Their online delivery is so good I cant believe this is so different.

nkkingston

Ours was fine for sofas - we had a half day window and they turned up near the beginning of it, brought them in, set them up, etc. Since they outsource to local delivery companies, it'll depend on whether your local men with vans (men with ven? :P ) are reliable.

*zippy*

I had a refund today. Customer service said it's a new delivery company they are using and there are a lot of problems, to the point she said if she reordered the item for me she couldn't guarantee I'd get it as it would be the same company and they don't know why they are having so many issues. She did offer to speak to a manager to see if they would agree to an alternative delivery method, but I'd had enough by then, can you imagine the hassle if in had to return it.

System

They employ their own driving team.

*zippy*

No they are out sourcing, might just be for heavy home items, I don't know, but I've been told the same by two different customer service departments. Delivery used to be morning or afternoon, the supervisor in store told me she noticed recently it had changed to all day so that must have been when this company took over.

I had a next furniture delivery on Friday that was excellent, different delivery completely, a two hour time slot, phone call they were on their way etc that might be their own team. That one is a £8/9 charge, heavy home items is £3.95 with no option to upgrade x

System

My hubby works a logistics compamy that drives [trunking] for them , the home delivery they are done by drivers employed by Next.

Morglin

I buy a lot of small online goods from Next.

Previously, they employed their own drivers and the delivery/collections was spot on. :T

Round here, they have started using Hermes for deliveries, and its completely unreliable now.:mad:

Lin

*zippy*

I had to chase up my refund, that wasn't done either :cool:

mattyprice4004

Reminds me of the arrangement Currys have (or used to have, anyway!)
Random man-and-van outfit chucking everything in the back, turning up massively late (or not at all) and no accountability.

I don't miss working in retail...

peap

I used to work at Next home and we were given strong messages about customer service but when there is a 10 week lead time on certain furniture then you can't set delivery dates, it used to be an absolute pain!!

Next furniture is also very overpriced....