Next Complaint

lilac_lee_2

Hi
I was wondering if somebody could tell me if i am right or wrong here. I bought a pair of trainers from next at the beginning of December, but the sole started to come away from them. I took them back to the Next i bought them from on Monday and was told that i could only exchange them to the value of the last selling which was £10 (i paid £24 for them). I tried to explain that they were faulty and i paid the full price for them so i expected to have them exchanged (they still stock a v similar pair at £24). I asked to speak to the manager who kept repeating that it was there policy to only exchange at the last selling price even though they were faulty. I told her i didn't have the receipt for them as i expected them to last longer than 2 1/2 months. She asked if i had a bank statement with how much i paid for them, i couldn't remember if i had paid cash or card. I am in Next a lot to buy clothes as i have two young children. After a long argument with the sales manager she decided on this one occasion and as a gesture of goodwill she would exchange them. I felt utterly embarressed that i had to stand and argue about this in the middle of the shop floor. I was made to feel very embarressed that it was over a £14 difference, but i just felt that if i had bought something that it should last longer than 2 1/2 months. Are Next in the right or am i.

Sorry for the long post.

sparklygirl1

Not sure this is in right place, however I think they are within their rights to say if yuo have no proof of purchase they can only refund/exchange to last saleable value. However when this has happened to me and it's because its faulty I have pointed out to them that its not because I don't want the item it's because the item is faulty. I have been given full refund when pointing this out and full price exchanges. Just depends whom you speak to. I would try ringing next custmer services and just calmly explain situation. See what they can do to help you.

deanos

If you dont have proof of purchace how do next know what you paid, you could have bought them last week for £10, most shops have this policy im affraid.

Lady_E

I would suggest that if the item is" not fit for purpose" then the retailer is obliged to exchange/refund regardless of receipt IMHO. I hate confrontation but I think I would have done what you did and stood your ground and got the money back. Well done

nephilim

I pay by card, almost all of the time, and keep the reciept for 28 days apart from food shopping where I pay cash. My card statement will happily show that I paid X amount on this day, at this time, to the total value of.... and the reciept will corroberate the details. And nomally its only 1 item per shop so they can't disagree. If its somewhere like net, I will keep the reciept for 1 year, and bring an item back if its unused within 28 days or faulty within 180 days (faulty items can be bought back upto 1 year later, but no more).

That way I have very little to argue about and make the shop feel like complete idiots.

saintscouple

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

dreamlife99

i had exactly the same problem at mothercare with my 1year old daughters shoes. she tried to fob me off saying that they had been worn too much. i said to her how !!! the top of the shoes were in perfect condition inluding the detail design on them.

i also said shouldnt childrens shoes be more stable considering the amount of runing about etc they do. like u i felt degraded and also just got sale price. ive now learnt to keep all my receipts!

when i got back, i sent an email of complaint to head of department stating that the shoes were coming back to them and if they found it WAS my fault then id happily return the money. i havent heard any thing from them since apart from the email saying they would be leading an enquiry into the matter.


its annoying enough having the inconvinence to take things back without having to shoulder the blame too

RadoJo

Unfortunately, proof of purchase is all important in these cases, particularly in some areas where warehouses are targetted by thieves, who then bring the items back into store for refunds (having been offered stolen items from Next frequently in the pub I used to work in, I can only assume that this was not an isolated case). So Next have the choice of either putting up all prices across the board, or being more strict about their returns policies. I think that their choice to do the latter is the right one, but I can see how it could be frustrating in your case. However, keeping receipts is always good practice in any case, especially if you follow the advice on here to try to use cash more so you can actually see how much you are spending - it's swings and roundabouts with any payment method, so it is best to ensure that you are prepared for any eventuality.

hollydays

I think you did well to stand your ground. They were not in the wrong though,and you got a good result in the end. If you [EMAIL="don@t"]don't[/EMAIL] ask ,you [EMAIL="don@t"]don't[/EMAIL] get.

pinkshoes

NEXT are in the right here, as for all they know, you could have bought them for £10 in another store a week before, and are now trying to change them for a £24 pair! Frustrating as this situation is, you should always keep your receipts for anything you feel that you'd want replacing if it developed a fault.

I know it doesn't seem fair, but they need to protect themselves against those who frequently try and rip the shop off, which as someone else said, would put up prices for ALL customers.

I'd print off a copy of your bank statement, and take that along to the store and see what they can do. Next are normally very good at exchanging anything faulty if you have a receipt, or if they have the exact same item still in store.

If it can't be exchanged, can you not just glue the sole back on?

Butlers1982

Next are in the right, they didn nothing wrong.
You did well getting your full money back.

This shouldnt be in the vent forum it should be in the 5 star forum

You got something that they DIDNT have to give you