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★☆☆☆☆

“I opened an online account with Next and placed an...”

Written on: 25/04/2008 by Gilly P (1 review written)

I opened an online account with Next and placed an order which was accepted and delivery arranged for the following day. I waited in all day having taken a days leave from work. At 1 p.m. I called Next as the item had been arranged for delivery before 1p.m. and it had not arrived. I was told that it would be delivered at some point and they cannot guarantee a time only the day.

At 7.15 p.m having waited in all day I called Next and was told that my details had not been verified and that I would have to send my passport [as if!] and a utility bill by post in order to be accepted as a customer! The person on the phone was not able to offer a satisfactory explanation as to why this should happen and I eventually ended the call feeling very annoyed indeed.

The following morning I received a catalogue and happened to be there when the courier delivered it. She told me that my order had been despatched to her the day before and just as she was about to deliver it she was called by Next who told her not to deliver it as "The customer no longer wants it". I was furious and called Next immediately. They apologised for delivering the catalogue and said I should not have received it even though I had asked for it!

The woman in customer services said that my address and name could not be verified, she was not able to tell me what she meant by this, surely the fact that the catalogue had been delivered to me in person at my address was verification enough......apparently not.

I told her that my daughter, who lives elsewhere, had an account with them and I would ask her to order it for me and have it delivered to my address, I was told that it would not be delivered. I then said that I occasionally had friends who sent me gifts from Next and they were delivered to me at my address and was she saying that if someone was to send me a gift from Next they would refuse to deliver it? She said that she would not discuss with me because of data protection which is a completely stupid thing to say because no names were mentioned and therefore data protection was not an issue.

Now it seems a friend sent me a gift from Next which should have been delivered to me this afternoon - I have not received it! To say I am angry with Next is an understatement and I guess my friend is not happy either.

I would be most interested to find out if anyone else has been asked by Next to confirm their identity by sending their passport and other documents to them and whether anyone can offer any idea of why they would do this as I do not think customer services staff have the first clue.