Written on: 02/04/2014
Curtains ordered for £298 pounds in store at Lincoln 27th Feb. Told to expect delivery by 7th March.
10th March received phone call cancelling the order as they were unhappy with quality of the material and I would receive a refund. Received email 13th March telling me the order was cancelled and I would receive a refund. After about 10 days I called customer services to ask where my money was and why I had not receive my refund. They didn't know. Wrong department apparently. I used the 'contact us' on their website to ask what was happening with my refund. No answer.
26th March I sent an email to the retail complaints asking why I had not received my refund. I complained that Next managed to take immediate payment from my account when I ordered the curtains and I could not understand why a simple refund back into my account was not done.
27th March received reply from retail complaints saying they would be in touch within 5 days. They were a small team dealing with only the most serious and repeat complaints.
By 31st March I was extremely annoyed that Next had now had my money for over a month and I was without my funds and of course still curtainless, so I emailed again requesting them to refund my monies and stated that the whole situation was totally unacceptable.
1st April received a reply - "Thank you for your latest email. We will get back to you as soon as we can". I don't know about anyone else but I find the length of time it takes to receive a refund and the lack of apology or information is quite disgusting. I am pretty sure that no employee of mine would be allowed to send out an email like the one I just received for merely enquiring where MY money was.