Next charging for swapped out parcel goods scam and fee on top - CONSUMER 2 NEXT 0!!

Undervalued

marcia_ said:

Proseccogal said:

Just to clarify I spend several thousand a year with them, I just order several items for choice and fit, but yes if they don’t want my custom they could go about it a different way! 

 I do this, one or two items for trying on for size. The one that doesn't fit goes back 

This is maybe getting a bit off topic but ultimately what you (and plenty of others) do has to be paid for somewhere and most retailers will have a point at which they will decline further business.

I agree with the OP that doesn't give the retailer the right to refuse a refund that is legally owed but I certainly wouldn't be comfortable with the routine level of returns she describes.

I suspect the true profit level in "several thousand pounds" of normal online business is not as much as many would suppose and in her case may well be reduced below zero.

Proseccogal

I paid an annual subscription for the postal returns service which was ideal being a non driver.  I assure you I spent several thousand a year so they easily made a good profit from me over the decades, clothing a big family,  Extended family, 2 properties and gifts.  It was my go to retailer. They also charge higher prices for non-Next items so they factor in business costs such as courier charging and have increased both the annual and one off returns service charging an additional £2.50 per returned package regardless of which scheme you use.

  It's irrelevant anyhow as to how that is the reason for suddenly accusing me of swapping a parcel’s contents.  My account has always been paid off and I certainly wouldn't have gone to the trouble of many phone calls, emails galore as well as requesting escalation within Next, consumer group research and escalation to the financial ombudsman if I was guilty!

And I still can't claim for the actual trainers that were stolen!  This is all only able to contest the investigation charge of £35.  A pitiful amount but this is the principle of the whole matter that I am contesting.

Bluebell312016

Hi.
I have had a similar situation as you. I feel physically sick. What happened in the end? Do you have a photo of the letter they sent? 

Bluebell312016

@Proseccogal

Bluebell312016

@ProseccoGirl
hi. Did you ever get anywhere with this?

robatwork

Bluebell312016 said:

@ProseccoGirl
hi. Did you ever get anywhere with this?

Unlikely you'll ever hear

Proseccogal

Bluebell312016 said:

@ProseccoGirl
hi. Did you ever get anywhere with this?

So sorry only just saw this as I have come on to finally be able to update on the situation. 

So because of the credit systems Next use, I was referred to the Financial Ombudsman to dispute the charge (ie investigation charge and interest) after giving all the evidence they asked Next for their evidence which they couldn't provide!  ie couldn't show that they had investigated with Evri, and couldn't show the packaging or any due diligence they had taken.  They reasoned that Evri was a reliable courier and my returns rate had increased!  

The Financial Ombudsman found in my favour but Next disputed it so it was delayed again whilst the ombudsman's senior investigator reviewed the case and again they found it in my favour and Next were given 4 weeks to pay me.  They didn't - and had to be reminded by the Ombudsman to pay and finally got that back last week. 

I then emailed them this week asking why I hadn't been given details of the Consumer Ombudsman to reclaim the value of the trainers.  They sent those saying I had a year to lodge my claim - On chasing for that information I made it very clear I would be escalating to that forum and of course, they had a meeting and decided to pay me for the trainers charge too.  Bearing in mind any case that gets escalated to an ombudsman not only do they have their membership fee but it cost them £750 for the financial ombudsman to review.

I have pointed out the unfair level of stress they have caused a previously loyal customer and that their investigation process is flawed but just relieved that it's over with and it is a win for honesty!

robatwork

You came back!

Glad you didn't give up and had a positive outcome.

cymruchris

Good outcome, and well done on being persistent. It's taken a lot of time and effort.

Proseccogal

@cymruchris, @robatwork
Many thanks.  I am not one for accepting being accused of something I hadn't done.  So despite the time taken, the level of stress caused, registering the crime with the police, and searching this forum and other groups I had to get this resolved in my favour otherwise what was I teaching my "kids". 

To be honest I should have taken them down the consumer ombudsman for compensation but enough is enough and I can delight that it already cost them £750 on top of the refund of trainers, fees and interest.  Have to say the Financial Ombudsman is a great service and very approachable.