Next Home: I HAVE NO BED!

fluffymuffin

Next are muppets thats the basic theme here!

Ordered a load of furniture week ago - a whole new set for the bedroom.

Was supposed to be delivered tuesday so moved out all of our old furniture and had picked up by local charity on sunday (sleeping on camp bed) - got an phone call at 8:45pm on monday saying it wasnt coming as it hadnt been delivered to the warehouse - I had taken a day off work to receive the delivery - not happy - but they said would arrnage for a weekend delivery wihtin the next week.

Then tuesday arrives, I go out all day to utilise my "day off" got message on house phone when I returned home saying that sorry e can't deliver your wardrobe and bed today but all other items will be delivered as planned! So I missed the delivery man for the other items - bceasue they ahd told me they weren't coming - phoned them up to see what was going on - said there had been some confusion and they ahd tried to deliver but I wasnt in and then said they could confirm this by giving a descirption of my house - which proved to be next door - so even if I ahd been in they would have been at the wrong house.

Anyway so then again they will call me back to arrange whole delivery.

I hear nothing - so on the monday after I call them and they tell me they have run out of stock - there must have been an ordering error adn they have dicontinued the range so there is nothing they can do. This is now 4 weeks after my original order! No bed! not pleased.

The as compensation they tell me they will refund the money into a Next account and I can have £50 of Next vouchers!

Very very cross - after several conversations with supervisors I finally managed to get a full refund and £80 for the inconveniance but still I have no bed!

They were awful - everytime I spoke to someone I got told something different - terrible service I will never use them again and it was only my persistance whihc made them refund to my card instead of a next account - BEWARE!

Rant over - ahhh thats better!

robnye

you must be tough... to spend a week sleeping on the floor....


well doen for sticking your guns and getting a full refund and a decent compensation amount, rather tahn poxy vouchers.....

Wig

I can't believe the ignorance of these companies, who think they will refund you into one of their accounts instead of refunding your credit card! That's just rediculous.

Poppy9

Did you have to go through an Indian call centre? I did to order some clothes. Stupid woman kept saying next for each item number but didn't read back the description. I thought she would confirm it all at the end. Instead she told me the total cost of the order which was £30 more than I was expecting. When I pointed out that there was an error told me nothing she could do as order had gone through. I had to ring back in the evening to find out what she had misordered. Even when identified they couldn't stop it being delivered.

I had also requested all my deliveries for friday pm as oh on nights so didn't want the thurs slot or friday morning as it would disturb him. Guess what - 1 parcel came on thurs morning, two on friday morning and one friday afternoon. Two parcels were just left in my porch.

Ellie2758

Thanks for this - you can be sure I will never be ordering from Next. Who needs this hassle?

Ellie

fluffymuffin

"I can't believe the ignorance of these companies, who think they will refund you into one of their accounts instead of refunding your credit card!"

I know its ridiculous isnt it as that is the money we ahve saved to buy furniture - I asked them if they did that where they expected me to find the sma eamount of money from to buy some furniture from somewhere who might actually deliver it and they seemed slightly stumped for a response!

It wasn't an indian call centre but the sales, delivery and after sales departments might as well have been on differnet planets as they didnt actually seem able to converse with each other.

Ah well - you live and learn - cheers for the sympathy guys.

fluffymuffin

the saga continues - I still haven't received my refund so last night I rang up again and got through to the top customer relations office - apparently!

Said they had no record of a refund being processed and said they would process it immediately and I would have it is 3 working days.

So not only have I got no bed - they are keeping my cash so I can't buy another one! This is absolutaly appaulling - would dread to think what would ahve happened to someone less persistant they would ahve tried to walk all over them!

shrek101

I hope you get sorted soon, I cant believe the arrogance of some companies.

webmasterpolo

Call Next and ask to speak to the MD or at least his PA, go straight for the top dog. Refuse all lower managers. If you do manage to get there you will probably be treated a hell of lot better with one manager selected to be your contact person and they will sort it for you. Technically this is how it should of been from day one, but that would cost them money for every customer, so you will only get it if you push. You could even mention that you are happy to talk to industry magazines and watchdog and this forum regarding your awful experiences (only bother with this when talking to high end managers as the muppets at the front probably hear this 100 times a day and don't care, the managers have a more vested interest.

In addition you could always consider small claims court for compensation for them breaching the contract and forcing to be without a bed. Are you suffering with a score back now? If you are get treatment from a GP/Physio and use this against them as well.

Unfortunately you need to fight very hard to get what you deserve from most companies today. Simply do not allow yourself to be walked on, you are the customer, you have the power the ruin the company!

fluffymuffin

Thanks to everyone who has responded here - I have managed to get through to a top dog at their central offices customer service department who actually gave me a direct dial, nsame (including surname), hours of work etc so I could call her wiht any issues. She issued a full refund immediately and also 10% on top of the original price and today I receive £150 of vouchers in the post. I ahve just looked today however and found out that the people who wre supposed to be refunding the money in the first place have finally done it - so now I have it twice - event though she promised this wouldnt happen.

I can t phone them from work so they will ahve to wait to get it back but I am not best chuffed as it means I ahve to faff around even more as it has been refunded to a credit card on a 0% deal and now I will have to give it back to them and then shuffle my card balances again - what a mess. Although at least I ahve my money back - I will leave it for a bit and phone them when I have some free time.

Thanks again to everyone - you have been warned!

Ellie2758

We have indeed and as I said before I will never buy anything from Next that I cannot physically take out of the shop with me. Buncha !!!!!!.

Ellie