This weekend just gone, I placed an order for two suits from Next.co.uk. I accidentally put in my old address. I realised almost immediately, contacting their (very difficult to contact) customer service within a matter of minutes (maybe 15). It was a bit of a fuss, but the order was cancelled. I asked for an email confirmation of this, but I was told to not worry and that it was marked on my account. (Pretty dodgy, so I saved the conversation transcript.)

I had paid with a gift card. I wanted to reorder with the same gift card. There was an issue with this, but the assistant told me that couldn't be sorted in chat; I had to call them. I pointed out that no-one answers the phone -- there is an automated message which says they won't answer and will cut you off (due to Covid-19, I can only presume). I was promised a call back at 5pm. I arranged my day around this. It didn't come. Around 5:10/5:15, I contact support again only to be told that that operator is on a different call. I am promised another call back at 5:30. That never comes. I agree with the agent that I shall purchase normally and then have it refunded later (and save this transcript). Items come a few days later.

Now we come onto the ILLEGAL behaviour. Today (3 days after the start) I get the original refund through. However, they have not refunded the delivery charge!! This is completely illegal. Consumer Contracts Regulations _require_ that this is refunded -- and that applies if the item is delivered and I return it. (They are not required to pay my return costs.) However, the item was never delivered (due to being cancelled) -- so they certainly cannot keep the delivery charge!

I see that Next have form for breaking these regulations: (Search your favoured search engine for "Next breaks refund rules for online deliveries - BBC News". It's a 2010 article in which there is a quote from Next saying "Next is in the process of implementing the necessary changes to ensure that delivery charges will be refunded"; 10 years on and this scam is still going on.) Many people may not be aware of this, and will be being scammed out of their money. As such, I have reported Next to the Trading Standards Office.

I have emailed them to say that they need to give me the full refund.

This is appalling customer service and illegal behaviour. Hence being reported to the Trading Standards Office


UPDATE

I got the refund. In rebooking, I was given what turns out to be incorrect information by Customer Service, which meant that I had to reorder _again_. I still haven't got my money back. I had to take some items back to the store -- six in fact. When I looked on the receipt as I was leaving, the assistant had only scanned five of them! Leaving me £35 out of pocket. I went back, and was told I only gave her five. They then looked in the bag and was like "oh, yeah, there is another". No apology offered.

Customer Service is disgraceful here. If you can find your items elsewhere, I _highly_ recommend that you do

UPDATE

Next are now trying to refund me with a gift card, rather than the credit card by which I paid. Scam artists with hopeless customer service -- not even the same person dealing with my claim each time, so I just get default responses. AVOID AVOID AVOID