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Complain for change: the great sofa wait

Red leather sofa and a green rug

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.

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?

Barbara says:
26 June 2017

I have been waiting a year all told for a suite from SCS in Basildon. The first one they delivered was’nt of very good standard and they had to send repair men almost straight away. Still not happy so went back to SCS and showed them the photos we had taken. They then said we could choose another suite as that one was now w no go. We paid extra money for a Lazy Boy suite. That was also delivered with a fault. They sent a repair man who rubbed the leather so hard it went smooth and then he proceeded to colour it with the wrong colour dye!!! I called them in tears told them I wanted it replaced, this was 22nd Feb 2017. I was told they were ordering a new one as we spoke. Turned out they never ordered it until 27th Feb. Was supposed to be 12 weeks delivery, we are now up to week 17. They said that called me to say there would be a delay and it would now be 26th June!!! That is 17 weeks. It’s still not here. We have told them we want a full refund and have been told we can’t have one as the furniture is on its way. Does anyone know where we stand with this situation please.

Jennifer Beddow says:
26 June 2018

I ordered a sofa as well as other items of furntiture from Next on 27th December. We understood there can be 3 month wait on sofas so wanted one ready for when we moved into our house in February. We had to have 4 separate deliveries to get the furniture order right as they had missed off items and sent chairs with different coloured legs to the table. Then the first sofa delay. We were told we would receive our sofa on February 28th. I rang up to arrange a delivery and they then informed me that there was a delay until 23rd March. I escalated this to complaints as nobody from next had bothered to tell me it would be late. The 23rd March came and went with no news from next and no sofa. I rang on March 30th, they said the sofa had been rejected as it didn’t pass quality assurance yet nobody from Next had phoned to tell me!!!!! They said if we ordered again it would be 7-13 weeks but they would give us a 40% discount. We ordered again as we had decorated the lounge to match the bright blue sofa. This time they offered a specialist team to let us know every step of the way what was going on. I received a text 5th June to say I should expect a delivery around 30th June. Rang up 26th June to arrange a delivery and they said there was another delay! Not due into warehouse until 23rd July. Again no contact from next, and no sign of our sofa anytime soon. Myself and my partner are at wits end and getting no answers from next. 7. Months and still no sofa!!! How is this acceptable? I will never order from Next again!!