Written by We had to take the shirt I bought James back to Next after Christmas – he won’t thank me for saying so, but we needed to exchange it for another size!
I was asked to pay £0.39 due to VAT allegedly having gone back up to 17.5%. I pointed out it was a straight swap so why should I have to pay extra, but apparently the computer never lies. So, I paid the offending 39p.
However, I did decide to complain – not least because VAT hadn’t gone back up to 17.5%.
I received a reply to my email in about 3 working days – they asked for a photocopy of the receipt, or the receipt number which I duly provided. I was told they would look into it and be in touch shortly. Approximately 1 week later I received a letter explaining what had happened and how it shouldn’t have…they also enclosed a £5.00 gift card.
I would like to say congratulations to Next on an excellent customer services department – speedy, no effort for me and they clearly recognise the importance of customer loyalty.
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