NEXT Directory Complaint

NEXT Head Office

Customer Relations Department

Phase 5

Desford Road

Enderby

Leicester

LE19 4AT 

12 January 2009  

To whom it may concern 

RE: LETTER OF COMPLAINT REGARDING DELIVERY OF BOOTS 

I placed an order for a pair of boots and provided my card details over the phone on Sunday 4 January. The lady asked me whether I want them delivered in the morning or afternoon slot on Monday 5 January and I requested the morning slot. I understand that this cannot be guaranteed. The boots were not delivered on Monday morning so I called NEXT directory enquires on 0844 844 8333 on Monday afternoon, then again on Tuesday, twice on Wednesday, twice on Thursday and three times on Friday. Every time I phoned I got told similar stories about the courier running out of time so the boots were returned to the warehouse but they will be delivered tomorrow. On Thursday 8 January I was promised that they would be delivered between 4:30pm and 6pm that day and there is a note on my account to proof this. Still nothing arrived. I was put through to the courier department numerous times which solves nothing as I say on hold while they phone the driver and he promises they will be delivered later that day and they never are. On Friday 9 January, a lady in the courier department (perhaps Janine or another name with a ‘J’) took my mobile number and said that she will call the courier and call me right back. She never did. Also on Friday morning, when I had to call back, a cheeky lady told me that ‘your order does not exist and you need to place the order again’ and she reluctantly put me through to someone else which actually just cut me off. Please check your phone records on Friday 9 January around 09:45 as evidence. So I tried calling back a third time and on Friday at around lunchtime I was told the courier did come between 4:30pm and 6pm on Thursday but he couldn’t have as I was here and especially arranged to be here for the delivery. He continued to say they would not be delivered on Friday I have to wait until Saturday, as this is the earliest slot. I find this absolutely disgusting the way that I have been treated as a NEXT customer- please let me know if you disagree and find this acceptable service. I totally refuse to pay the delivery fee (I was told by a male in the courier department that he would refund the delivery charge immediately which has, again, not happened) and expect some sort of decent compensation from NEXT.

Received an apology email from Bridgette Hull from the Customer Relations Management Team on the 28 January 09 with the following:

Clearly, this experience has given you a poor impression of the service we are able to offer at the NEXT Directory.   By way of an apology, I am sending a gift card to the value of £30.00, under separate cover, and I do hope this will go some way to restoring your faith in our company.