NEXT won't refund my return.

LindseyR

I bought some trainers online on 9th August. NEXT couldnt deliver these fir some reason and asked me to ring them which I did. They cancelled that order on 12th and reordered on 15th and refunded my delivery fee as an act of goodwill. The trainers arrived o  the 16th and I didn't like them so I returned them to the store on the 20th and got a till receipt crediting my account. Except.....I'm still waiting for the money ! NEXT now say the delivery on the 15th was cancelled....though I have an email dated 16th saying they will be arriving that morning....plus the receipt from the shop where I returned them. They seem to be inferring that I have stolen trainers from another shop and am trying to get a fraudulent repayment ! They want proof I received the trainers....I pointed out their courier delivered them....they can surely get proof from them ? I've now emailed their CEO . What is happening ?
 

Emmia

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

the_lunatic_is_in_my_head

Hello OP

As your order appears to be on credit from what you've said, use their complaints process detailed here:

https://www.next.co.uk/help/articles/4407489973777

ThumbRemote

Emmia said:

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

They quite clearly said they reordered the trainers.

Emmia

ThumbRemote said:

Emmia said:

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

They quite clearly said they reordered the trainers.

Did the cancellation include a full refund, or just the delivery charge (the OP doesn't say)

How many pairs of trainers has the OP actually paid for vs. how many have they received.

tedted

Yes she does

Aylesbury_Duck

LindseyR said:

I bought some trainers online on 9th August. NEXT couldnt deliver these fir some reason and asked me to ring them which I did. They cancelled that order on 12th and reordered on 15th and refunded my delivery fee as an act of goodwill. The trainers arrived o  the 16th and I didn't like them so I returned them to the store on the 20th and got a till receipt crediting my account. Except.....I'm still waiting for the money ! NEXT now say the delivery on the 15th was cancelled....though I have an email dated 16th saying they will be arriving that morning....plus the receipt from the shop where I returned them. They seem to be inferring that I have stolen trainers from another shop and am trying to get a fraudulent repayment ! They want proof I received the trainers....I pointed out their courier delivered them....they can surely get proof from them ? I've now emailed their CEO . What is happening ?
 

Presumably, he or she (or a member of their team) will read your email on Monday.

Okell

Emmia said:

ThumbRemote said:

Emmia said:

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

They quite clearly said they reordered the trainers.

Did the cancellation include a full refund, or just the delivery charge (the OP doesn't say)...

I think you might be as confused by the OP as I am...

You are right that the OP doesn't say that the cancellation of the 9th august order included a full refund, but I think that the "refunded" delivery fee they refer to was actually in respect of the replacement order of the 15th August and has nothing to do with the original order - I think...  (I suspect the OP means that the delivery charges for the replacement order on 15th august were waived rather than refunded*.)

Emmia said:

... How many pairs of trainers has the OP actually paid for vs. how many have they received.

Yes - but I'd add how many returned and how many refunded to the equation


* I think the OP's explanation of the situation is really badly explained and could be a lot clearer

saajan_12

Do they think that you already got a refund online or in store and are trying to request another one? 

Otherwise it doesn't make sense.. if you never received the trainers on the 2nd order attempt, then they should refund the charge to your card. If you subsequently picked up trainers in store and took them to the desk but still no refund then nothing's really changed, there's just stuff moved around in store. 

Ergates

Emmia said:

ThumbRemote said:

Emmia said:

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

They quite clearly said they reordered the trainers.

Did the cancellation include a full refund, or just the delivery charge (the OP doesn't say)

How many pairs of trainers has the OP actually paid for vs. how many have they received.

"They cancelled that order on 12th and reordered on 15th and refunded my delivery fee as an act of goodwill"
This is pretty unambiguous, especially with in the context of the rest of the post.

The "cancellation" of the original order, was a rearrangement of the order with a refund of the delivery amount.

It is somewhat unlikely the OP would be pursuing Next for a refund if they'd already had it.

Emmia

Ergates said:

Emmia said:

ThumbRemote said:

Emmia said:

You ordered trainers (and paid?)
Trainers not available,
order cancelled (and refunded/account credited?)

Trainers arrived anyway...
You returned trainers you didn't want

Next are refusing to refund these erroneously delivered trainers presumably because you had the refund at the point of cancelling the order - and you can't have a double refund.

They quite clearly said they reordered the trainers.

Did the cancellation include a full refund, or just the delivery charge (the OP doesn't say)

How many pairs of trainers has the OP actually paid for vs. how many have they received.

"They cancelled that order on 12th and reordered on 15th and refunded my delivery fee as an act of goodwill"
This is pretty unambiguous, especially with in the context of the rest of the post.

The "cancellation" of the original order, was a rearrangement of the order with a refund of the delivery amount.

It is somewhat unlikely the OP would be pursuing Next for a refund if they'd already had it.

Personally I didn't think it was very clear.