In December 2011 I ordered an item of furniture from Next Directory and was told it would take up to 5 weeks for delivery, which was fine. After just 2.5 weeks I receive a call to say the item is ready for delivery and arrange an 9am-2pm delivery slot for Friday of that week. At 6pm on the Thursday I receive an email telling me the item is scheduled for delivery the following day between 12pm - 6pm! I call customer services and they apologise and offer to reschedule the delivery. As I had already taken the morning off work I arrange to be home in the afternoon. I raise the issue via Facebook and receive an instant response and then a phone call to apologise. I was informed that I could not of been given those timeslots as it was a 2 man delivery. I objected and am told they would recall the recorded conversation and get back to me after the weekend. Sure enough I receive a call to say they cannot trace recording but acknowledge that on this occassion they got it wrong and had caused inconvenience which was unnecessary and offer a credit to my account. I was impressed with the speed they dealt with the issue and that they always communicated when they said they would. I have used Next for over 15 years and this was the 1st issue I had ever had with any order and they worked hard to resolve it. Thanks Next Customer Services 5*
I ordered this item on 23/1/12 with 2 2TB hardrives and paid additional £15 for 1-2 day UPS delivery. After submitting order which said everything was in stock I receive a confirmation email to say the server was out of stock and the HDD were being dispatched. I looked on website again and again today 25/1/12 and it still said item was in stock.
I noticed that they also had the newer version NS212J available for about the same price and called Customer Services at around 12:20pm on 24/1/12 to ask if they could send the alternative server NS212J. I was told by Aidan that it should not be a problem and would receive an email to confirm later. I waited till 4.30pm and as not received email I called again and spoke to Lee and was told that my query had been referred to Head Office and he would chase and email me update. It is now 10:14am on 25/1/12 and I have still not received an email or received any communication, so have called them again. (The frustrating thing is everytime you call they do not seem to have an accurate record of your issue).
They have just told me that NS211J is still out of stock but they have plenty NS212J in stock!! However they are still waiting to hear from Head Office about whether they can make the substitution. Bearing in mind NS212J is 10p cheaper I cannot see what the issue is or why it is nearly 24 hours and they still cannot give me any kind of answer. I am told yet again that they will email me a response but tell me it usually takes 24 hours from the time you first raise any kind of issue!
This is the 1st time I have used this company and on this experience it will be the last. There are plenty of poor reviews online about them and also some good ones. I think they are probably ok if they have the item and there are no issues with it when you receive but their after sales and customer service is in my opinion woeful and for this reason I would avoid and look at Amazon, Dabs or Misco instead.
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