Issue with Next Delivery and payment.

Fayem567

Hi All, 

Myself and my partner just moved into a new home and we ordered a snuggle chair from Next. It appeared as available straight away, we paid full price plus delivery charge  on 06/08/21 and the chair was booked to be delivered on 08/08/21 and on 7/8/21 we were then given a two hour delivery time slot. However, there was no delivery on the day. We contacted Next (we received no communication from them) and they stated that the chair was not in stock and would not be available for sixteen weeks. We then received an email to say to secure the chair we would have to pay again. The email said we had received a refund for the chair on the 05/08/21. A day before we even ordered it! We have a confirmation of payment email and have proof of the payment leaving our account. We provided Next with all this on an email yesterday but have not yet received a reply!  When we called we offered a complimentary bean bag since we removed furniture in expectation for the delivery but still have no refund. 

What are the next steps now? We have raised a formal complaint. We would still like the chair but we are concerned that Next are still saying they will need a full payment when we have already paid full price plus delivery.  

MattMattMattUK

Fayem567 said:

Hi All, 

Myself and my partner just moved into a new home and we ordered a snuggle chair from Next. It appeared as available straight away, we paid full price plus delivery charge  on 06/08/21 and the chair was booked to be delivered on 08/08/21 and on 7/8/21 we were then given a two hour delivery time slot. However, there was no delivery on the day. We contacted Next (we received no communication from them) and they stated that the chair was not in stock and would not be available for sixteen weeks. We then received an email to say to secure the chair we would have to pay again. The email said we had received a refund for the chair on the 05/08/21. A day before we even ordered it! We have a confirmation of payment email and have proof of the payment leaving our account. We provided Next with all this on an email yesterday but have not yet received a reply!  When we called we offered a complimentary bean bag since we removed furniture in expectation for the delivery but still have no refund. 

What are the next steps now? We have raised a formal complaint. We would still like the chair but we are concerned that Next are still saying they will need a full payment when we have already paid full price plus delivery.  

My guess would be that the refund is in processing with the card issuer, this can take up to 10 working days to show in your account, although it usually takes three. If you want the chair you will need to order it again, it is up to you if you wait for the refund first, or order it again regardless.