Next Retail nightmare

JayneDoh

Hello all 😊

This is my first post, I was speaking with a friend about some issues I’m having with Next and he suggested I post on here.

Next are causing me so much stress, I just want to make sure what I am doing is correct and if there is anything else I can do. I’ll try to keep it short.

In January I ordered and received furniture from Next (on credit), I contacted them around a week later when I was assembling the furniture to report that the it was faulty. After weeks of me chasing them and an inspection they refused to accept the furniture for return, even after I emailed them that they were breaking the Consumer Rights Act 2015 (thanks MSE) they still refused. I emailed again stating that if they were prepared to break the above act then I would see them in court, it worked! 

But it wasn’t until 31/03/2020 that they emailed to confirm they would accept the furniture for return, problem is that since this date there has been a reduction in services and the lockdown. So no collection can be arranged until further notice. 

But now they are chasing me for payment of the furniture, even though they know the furniture is awaiting collection. They have emailed, phoned, text and sent me letters demanding payment. Despite me asking them to put my account on hold (in February) they added interest to the balance and marked my credit reference file as in arrears. 

Their contact centres are closed for calls so all I can do is email. I’ve emailed them numerous times but they’ve not replied to my last two emails which were sent on the 4th and 7th of May. They’ve put my account on hold now and removed the interest but I don’t know if they’re doing anything about my credit reference file. 

I don’t know what else I can do. Am I correct in thinking that I should not be paying for the furniture? And am I correct in thinking that it’s Next’s fault that the furniture couldn’t be collected, if they had done it in January when I asked I wouldn’t be in this mess.

Any help or advice would be much appreciated.