Next Sofa problems Is it just me?

choochmunk

Ordered a corner sofa from Next, waited the requisite 12 weeks for delivery. Delivery arrived, but driver and mate refused as he said we live on 4th floor and it requires 4men, I live on the 3rd floor. His attitude stank. Sofa was redelivered 2 weeks later by (you guessed) 2 men, they said they wouldn't take packaging, fit feet and set up (as arranged with Next) we would have to call Next for this. We unwrapped the sofa to find paint marks in various places and a tear in the fabric. On calling Next we dealt with an unfriendly, unapologetic and patronising customer service representative. We sent photos of the damage with no reply. There then followed 6 phone calls and several emails all instigated by us to Next each time dealt with by a different person. They offered that they send a person out to look at the damage and repair it, we asked what discount they would offer they replied "no discount". We eventually spoke with someone decent who offered us a 30% discount, although for the terrible service and shoddy product we felt this derisory, however we accepted just so as to get on with our lives. This is without a shadow of a doubt THE worst customer service I've ever experienced. Please avoid buying furniture from Next. Anyone else had this service from Next?

pbartlett

did you say you wanted to return the sofa for a refund? If next don't give you one go to your card provider.

Pollycat

Just to point out that the penultimate sentence in the opening post contravenes new MSE rules:

Active boycotting

We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received.

https://www.moneysavingexpert.com/site/forum-faqs/?_ga=2.99276507.439729109.1624620055-1852563339.1624620055

OP - you might consider deleting that from your post.

Aylesbury_Duck

You got a 30% discount for inconvenience and slight damage.  If you weren't happy with that, you should have rejected it outright for a full refund.  There's little point agreeing to a resolution you're not happy with and then complaining about it.