Next Unlimited no longer providing free returns - including to some who already subscribe

1ipstick

Over on another forum there is a lot of discussion about Next unlimited - used to be you paid around £20 to get free delivery and returns for a year.

Apparently as of 25 Jan if you took out a Next Unltd subscription you now only get free delivery and have to pay £2.50 for courier/Post Office returns (returns to store are always free).

The subscription cost now is £22.50. I subscribed before this date for £26 and was given an email confirmation saying it includes free returns. No problem.

However it appears that many people are being told that 'the terms have changed' so even if they took out Next Unltd before 25 Jan - basically any time in the last year or so - some are being charged £2.50 for returns and even when querying it with Next customer services they are simply told 'sorry'.

Obviously this can't be legal but is there a way to bring this to the attention of someone like Martin or a sensible person at Next so that each customer doesn't have to individually spend ages complaining to a CS bot? Presumably they will all, as I have, have an email confirming returns should be free but it's clearly frustrating to be told 'sorry it's changed now'.

sheramber

not according to the Terms and Conditions

Returns with nextunlimited - 

For new subscriptions from 26/01/2023 & auto-renewing subscriptions from 23/03/2023:
Should you wish to return items using a courier collection, this will be charged at £2.50. Returns to stores remain free. Please see the returns section of our terms and conditions for further information.

For customers with existing subscriptions purchased on or before 25.01.2023:
Standard returns made via courier collection with a nextunlimited subscription are free of charge. 

1ipstick

Exactly - people are being charged for the returns when even according to Next's own T&Cs they shouldn't be.

Someone who subscribed a few months ago complained and was told 'we did make we did make every effort of making customers aware of this via email and our website.' (I have never received one btw) and 'We do hope you understand this change and once again I am sorry for the inconvenience.'

It's not appearing on their accounts that the returns are free.

Manxman_in_exile

1ipstick said:

Exactly - people are being charged for the returns when even according to Next's own T&Cs they shouldn't be.

Someone who subscribed a few months ago complained and was told 'we did make we did make every effort of making customers aware of this via email and our website.' (I have never received one btw) and 'We do hope you understand this change and once again I am sorry for the inconvenience.'

Sorry, but have you actually been told by Next that you have to pay for returns despite renewing your existing subscription before 25 January 2023, or are you simply repeating what other people have told you or what you've read on other forums?

I ask because in my experience a lot of people who post on forums are often mistaken or very vague about the detail (eg "I'm certain I renewed before the end of January" when in fact they didn't)

A good example is people who swear blind on motoring forums that they have previously been prosecuted for speeding at just 34mph in a 30 limit, but when challenged to check this they come back and confirm it was in fact 35mph and not 34.  People make mistakes about detail.

But if what you are saying is actually happening to people*, and if that is contrary to Next's T&Cs, then those people need to follow Next's formal complaints procedure.

If (or when) that gets them nowhere, I suggest they send Next a letter before claim telling Next that they want their subscription refunded as Next are in breach of contract.  And if that doesn't work issue a claim, remembering to claim back the claim fee too.


*Remember that a lot of customer service staff are poorly trained and lack knowledge.  It might well be that they've been trained simply to tell customers that free returns are no longer available, and they may not be aware that that doesn't apply to all subscriptions.  That's why complaints need to be escalated under the formal procedure so that more senior and more knowledgeable NEXT staff are made aware of the wrong advice being given out by their staff

wonderwallet

I’ve just checked my account, my Next Unlimited subscription renews in May 23 but if I click on ‘returns’ it now states that it will cost me £2.50! 

jon81uk

wonderwallet said:

I’ve just checked my account, my Next Unlimited subscription renews in May 23 but if I click on ‘returns’ it now states that it will cost me £2.50! 

But does it actually charge it? It may be the text doesn't change depending on status but the charge is waived.

Manxman_in_exile

wonderwallet said:

I’ve just checked my account, my Next Unlimited subscription renews in May 23 but if I click on ‘returns’ it now states that it will cost me £2.50! 

That might be another issue.  It might be that part of their IT system has been updated to reflect that returns will be charged in future, but it hasn't been made clear that that only applies to subscriptions started or renewed after a certain date. 

You'll only find out what the situation is either by making a return now and seeing if you have to pay for it, or by querying it with Next.

Also, if your subscription renews in May 2023, Next might argue that it isn't inconsistent with the wording from their T&Cs quoted above by @sheramber.  (Although I think that would be a bit of a stretch on Next's part and difficult to justify).

1ipstick

I suspect it's just not joined up 'yet' - so definitely worth checking to make sure you don't get charged. I mainly posted as people aren't aware of it and are getting mixed responses/ seeing the charges in their account and not knowing what to make of them. The messaging has been non-existent / garbled. Returns have been free with Unltd for years so you have to know to look out for it not being included if you're renewing soon.

It seems like a terrible idea by Next anyway, the 'free' service was what makes me check there first for things I need but if you can't try on different sizes without paying I'm not going to bother.