Next/Hermes return

kates08

Hi all
I bought a lampshade from Next, which arrived with a crack in it. Shops are shut so I couldn't return to my local shop as I normally would. The next website online chat robot told me I had to use the online facility to arrange a return. You basically choose a convenient day from the drop down list and it confirms that Hermes will come and pick it up (no choice in courier or option to take to post office etc.)

Mr Hermes delivery driver comes to collect the parcel and gives me a bit of paper which basically has a pre-printed number on it (I don't know if this helps but I have CCTV of him collecting the parcel and leaving with it). 

After a few days I tried to use the tracking number and it said the parcel didn't exist. 2 weeks later and Next haven't received it, and Hermes are still saying the parcel doesn't exist. 

You can't speak to a human at Hermes without putting in a tracking number, either on their website or by phone. Next's phoneline and online chats both say we're too busy and cut you off. 

I don't know who I need to speak to or how I can go about getting hold of anyone, but I really don't want to end up paying £35 for a cracked lampshade that I don't even have anymore. Does anyone have any advice? 

mattyprice4004

Returnoftony said:

Take it on the chin 

Everyone was quite pleasant last time, but I fear you won't get the same sympathy with a second account posting rubbish. 
Please leave, your posts are just gibberish and not worth the pixels they use. 

cymruchris

kates08 said:

Hi all
I bought a lampshade from Next, which arrived with a crack in it. Shops are shut so I couldn't return to my local shop as I normally would. The next website online chat robot told me I had to use the online facility to arrange a return. You basically choose a convenient day from the drop down list and it confirms that Hermes will come and pick it up (no choice in courier or option to take to post office etc.)

Mr Hermes delivery driver comes to collect the parcel and gives me a bit of paper which basically has a pre-printed number on it (I don't know if this helps but I have CCTV of him collecting the parcel and leaving with it). 

After a few days I tried to use the tracking number and it said the parcel didn't exist. 2 weeks later and Next haven't received it, and Hermes are still saying the parcel doesn't exist. 

You can't speak to a human at Hermes without putting in a tracking number, either on their website or by phone. Next's phoneline and online chats both say we're too busy and cut you off. 

I don't know who I need to speak to or how I can go about getting hold of anyone, but I really don't want to end up paying £35 for a cracked lampshade that I don't even have anymore. Does anyone have any advice? 

I would put the whole timeline of events into an email complaint, including the fact you have cctv of the package being collected, provide the tracking number you have, and send it all off to NEXT. You definitely won't get an instant response, it might take weeks, even months, but as long as  you've put it in writing, and sent it off, it'll have to be addressed at some point. There will no doubt be a huge backlog of complaints and issues to be dealt with, but they will eventually get around to yours. The important thing is to furnish them with all the facts, get it sent, and then not worry about it for a while. If you prefer, you could put it in writing and send it by recorded delivery, but that would give you an additional cost. 


https://self-serve.next.co.uk/Home/Faq?nodeId=32476
complaints@next.co.uk

Next Retail Ltd 

Desford Road 

Enderby

Leicester 

LE19 4AT