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“Horrible customer service”

written by Tski on 09/07/2013

I just wanted to share my recent experience with next direct with you all. I want to start by saying that for years I've loved next for their quality, style and reasonable prices on kids clothing. It's where I shop every season for my kids and I recommend it to everyone I know. I am a photographer so when clients ask what to wear- next is always on the top of my list of recommendations.
That being said I am extremely disappointed in my recent experience with next. I was very excited (like everyone else) about their 50% off sale since I have never ever seen a sale from next in the years I've been shopping with them. I logged onto the website and spent hours combing through what I was going to purchase. Hours because those of you who have ordered from next before know that their website is the worst site to order from! Items that are sold out will load into your cart anyhow (as out of stock) and sometimes your cart will empty itself randomly and you have to search for your items again. I had my cart all ready- about $400 in items for $200! That's a great deal! Checked my email for my confirmation- which i did get. I was so excited to get my order and expected to have my kids clothing by Monday or Tuesday, just in time for our mini vacation. Packing was going to be a breeze! Instead I woke up Monday morning to an email saying,
"Unfortunately, there has been a technical problem, and we're not able to process the order shown below at the moment. You have not been charged for the order. We're really sorry about this but the items are still available and to place your order again please go to www.nextdirect.com/us. ".
Great. Thanks next. You can order your items again at full price- oh and good luck with them still being in stock!
So, I called them. They couldn't find documentation of my order anywhere. So, I forwarded my confirmation email as well as my cancellation email. The next day, today, they emailed me with a "resolution".
"As a gesture of goodwill on your next order, should you place an order over $50 and receive your order we will refund $10. Please advise of us once your new order has been placed and received so a colleague can issue the refund for you."
Ten measley dollars? Are you kidding me? Keep your ten dollars. This was YOUR technical issue- not mine. I did everything right as a consumer. I'm sorry that you had a sale that you didn't really think through- that was apparent when the sale was cut short and the excuse (you used on facebook) was that you were "overwhelmed". You don't comp the people who ordered to make up for your lousy mistake. This is a good way to lose good regular customers.
I'm not usually one to complain but this was unbelievable to me and I just thought customers should know what they are getting themselves into before ordering with this unreliable company.
My complaint has already been taken up with customer service and they failed to come up with a satisfactory resolution. Their resolution was in fact- laughable.