Complain for change: the great sofa wait

by , Assistant Digital Producer Consumer Rights 14 February 2013
VN:F [1.9.22_1171]
3 - 0
avatar

How long is too long when it comes to delayed deliveries? A day? A week? How about almost two months? That’s how long I had to wait for a sofa delivery from Next.

Red leather sofa and a green rug

In December last year I moved into a property with friends. On the big move day our landlord told us she was waiting on a sofa delivery from Next, and it should be with us within a few days. Can you guess what happened next?

Days turned to weeks and weeks turned to months. Despite being told our sofa would be with us mid-December, it was a no show.

We were subsequently told that the sofa would be with us by 16 January. Ok, I thought, even if it was almost a month late. But the 16 January came and went with no word from Next. Our landlord continually chased customer services and finally got a confirmed delivery date for 2 February, almost two months late…

Sofa, so good?

While I was glad we finally had a delivery date, something told me the trouble wasn’t over, and I wasn’t wrong. We waited in for more than five hours on the delivery day, but by 12.30pm the gaping whole in our lounge still hadn’t been filled.

When we contacted Next customer services to enquire where the sofa was, we were told no information could be given to us because we weren’t the account holder, despite Next being told by our landlord to liaise with us regarding the delivery.

On a second attempt, we got through to a much more helpful adviser who informed us that the delivery had been attempted earlier that morning, but to the wrong address. Fantastic. Next had given the wrong delivery address to the courier – another set-back.

Cushioning the blow

Luckily for us, the driver who was delivering the sofa kindly came back, as another delivery was only six miles away. Had it not been for their kindness, who knows how much longer we would have been waiting.

Because of all the delays, Next offered our landlord a 10% discount on the sofa price. I don’t know about you, but I don’t think a 10% saving makes up for all the stress, discomfort and frustrating phone calls over a two-month period.

We weren’t the only ones to suffer delays – I’m aware of reports by other customers who have had similar experiences with their Next deliveries. So if a company has to deliver an item late, why doesn’t it just give realistic delivery times in the first place, instead of getting our hopes up? How long have you waited to receive a purchase in the past?

9 comments

Add your comments

avatar

Sophie Gilbert

I tried to buy a cooker from Sainsbury’s a few year ago and after they delayed the delivery twice I told them to raffle it and they gave me my money back.

avatar

john mccolgan

I’ve been a Next account holder for years, their delivery times for clothing is superb however I’ll pass on their furniture if the problems are as read.

avatar

nick davies

With a thing like a sofa you need to find out if it’s off-the-shelf or made-to-order. If there are a selection of options – colours, finishes, materials and so on the chances are it will be made-to order and you’ll be in for a wait. In a place like Next they may well not volunteer that information, or might not even know unless you can speak to the head of that section or the buyers. If you are on-line and don’t see a stock level or firm delivery time it’s best to speak to a human and get a better idea. That’s not to let them off the hook though. – if there’s a delay at the factory they should come clean and let you cancel if need be.

Completely agree with you in regards to made to order, however the sofa we were waiting on was straight out of the Next catalogue with my landlord only specifying the colour. It’s a shame that we had such a poor experience with Next customer services as the sofa itself is very nice and I can’t fault the product.

avatar

Charlotte McClelland

You think 2 months is bad… we had to wait for 6 months, they gave us some compensation and then retracted some of that back! Next = never again

That’s awful that it took so long to arrive. Did they explain why there was such a lengthy delay to the delivery?

avatar

phil williams

Wish I had read this before going down the same pathway (SIGH) two months waiting still no matching sofas for Christmas – just one now promised for delivery and no idea when to get the next…… perhaps this is why they call themselves NEXT?

avatar

DAVE AND NICOLA

We have a four month wait for our chair. They said its down to manufacture and delivery from other countries but still seems too long to me. (Thats our estimated delivery time, we dont have it yet so could be longer!) Not good service if u ask me!

avatar

shreekant

we ad bad experience following we ordered corner sofa in Habitat. Delivered sofa after 8 weeks. When we ordered sofa we made it clear that it will be in two pieces so easy to take it to 2nd floor flat. When delivery came it was single piece and delivery man was not happy to open it and try and see whether it can be delivered to flat. After making lots of calls and time they promised to refund. Again they did not refund and we have to keep ringing them.

Back to top

Post a Comment

Commenting guidelines

Your email is never published nor shared. Required fields are marked

Tired of typing your name and email? Why not register.

Register or Log in

Browse by Category

Consumer Rights

760 Conversations

9425 Participants

26969 Comments

Energy & Home

632 Conversations

6969 Participants

23873 Comments

Money

806 Conversations

5922 Participants

15428 Comments

Technology

765 Conversations

7365 Participants

19114 Comments

Transport & Travel

597 Conversations

4729 Participants

13337 Comments