Next website still confusing shoppers

I find it incredible that a company like Next are getting away with this! I tried to buy a couple of items this week, put my details in to register and opted out of the directory account. I even skimmed through the T&Cs, but thought that I had opted out of the directory/credit option, so didn’t think the credit search would apply. I don’t have any store cards, and don’t want any. Halfway through the process (and before I had bought the items) I realised they had opened a credit account and given me £600 credit, I was so confused, logged out and tried again and still couldn’t work out how this happened. I cancelled the order, and got my partner to buy the items, asuming that I had done something wrong setting up my account. Unfortunately they did the same to him, but refused him credit (again unwanted and unasked for). This will be on his credit record and will affect our mortgage application now. I googled this issue, and see the same complaints since ~2006, with nothing being done which is so frustrating! For what its worth I will never shop in Next again, and am so angry with them.

Totally agree with Martha…same issue just now. I did not request this account and now it’s on my credit record. NEVER shopping with them again.

New year but the same poor business practices from a major UK retailer.

We have had the same problems, unwanted account opened up and in theory closed and yesterday we received one of their huge directories that weighs an unbelievable 14 pounds, with an accompanying letter that opens with :

“We’re delighted you’ve chosen to receive the Spring 2015 directory……” The directory wasn’t ordered and then the letter goes on to talk about the changes to my Credit Agreement. What Credit Agreement?
This company part of Next Retail Ltd, has no regard for its customers and this kind of practice, already flagged up by Which, needs to be stamped out . Some kind of concerted action that would result in thousands of claims for serious malpractice, similar to that faced by banks regarding PPI might be the way forward

My wife just made a purchase off Next’s website & paid by her debit card. 2 weeks later she received a letter informing her of variation of her credit account charges. When she phoned up to enquire about this supposed credit account, they informed her that when she ordered off their website, they opened a credit account for her (which was never requested or made aware of at any point).

I just received a Next Directory sent to my new address. I have only been there a month and I never ever had an account with Next or any other company so it’s a bit worrying. Plus I’ve never bought anything from Next anyway. I sent it straight back

I am furious with Next.

I made an order and paid by debit card yesterday. I then received a call from Next and they attempted to carry out a credit check in my name – even although I had not asked for credit! I was puzzled and suspicious and refused to participate any further. I cancelled my order. I have since made a complaint, and initially they tried to couch their actions in terms of these checks being for my benefit and denied trying to do a credit check. When I reminded them that they did indeed try to do a credit and had no right to make such checks supposedly on my behalf; their response was to say that in the terms and conditions they have the right to make checks on anyone who buys something from them! What a bloody cheek.

I don’t know quite what their game is, but I know this – it is no way to do business – it is down right deceitful. I have bought from many companies online and have never had any trouble like this before. I am actually quite shocked that a supposedly reputable company is behaving in this manner. I will never buy something from Next again and I will warn all my friends and family to avoid them like them plague.

Just run into this problem too. Never wanted or used a credit account (why on earth would I want credit to buy from a tinpot little clothes shop!), but bought a couple of things from them online a year or so back.

This morning received a “Notice of Variation” for my credit agreement with them! To add insult to injury when I logged on to my account to see what the hell was going on I found that they were in the process of charging me £3.75 for their catalogue – the one which had arrived unsolicited a couple of months back and went straight into the bin!!

Awaiting a letter from their finance department now confirming there is nothing adverse on my credit history as a result of their actions before I decide what further action to take. I certainly will never darken the doorway of any of their stores again.

I am also unhappy with Next! I have sent them the email below. I will let people know how they respond. This seems to be a common theme…..

To whom it may concern,

I am absolutely disgusted with the Next company policy, for shameless promoting of their credit by not having transparent and clear information on their website. I no longer regard myself as a Next customer, but I do not think this goes far enough. I want the company to tell me what they intend to do to stop the situation happening in the future.

I buy a lot of goods online, often I don’t need to enter my card details as they are stored. I do not have time to read all the terms and conditions and admittedly rush through payment sometimes. What I did not realise is that the default option for paying with Next must be their own credit option. I thought I had paid for my order, I pay my credit card bill in full every month and assumed the jacket I ordered was part of this. When I received a letter from Next, I assumed it to be junk mail and shredded it. I vaguely remember receiving a catalogue many years ago, so maybe I had an account from back then- but you can access my history and have more of an idea than me.

I was very distressed to receive an email saying my payment was overdue and at first thought it might be a scam, perhaps someone trying to get my card details. When I realised what had happened I was extremely angry. One of your phone operators said that the late payment would adversely affect my credit rating and I think this is very unfair- I always pay my bills on time when I know about them.

I am calling for better transparency of payments on the website. I have searched online and I see that I am not the only customer who has had issues. Please see the comments on the article: https://conversation.which.co.uk/consumer-rights/next-website-credit-account-online-order/

I look forward to hearing how you are going to answer my email, as so far I am still dissatisfied with the “help” I have received.

Regards

I had email from Next telling me my account had been suspended, because although my payments had been met by returned items, I hadn’t actually paid any money. I don’t understand why I would pay for items that had been returned? Has anyone else had this?

Yes this is still going on- I too have just inadvertently been registered for Next online credit. I bought something for a few pounds and certainly did not want or need credit
When I realised what had happened, I phoned, paid in full by direct debit, and was assured that was the end of the matter, but then got an email thanking me for payment, with no mention of cancelling the “agreement” I shall avoid in future! Helen

Me and my partner have just been checking our credit scores as we are hoping to apply for a Mortgage soon. To our horror, although my score was fine, my partners has come back as poor. When we have looked into this we have found Next have been running hard credit checks (even though the only thing he has ever purchased from Next was on a debit card). To continually have credit checks when you have never said you want to use their credit system is appalling and pretty much ruined our chances of getting a mortgage in the near future despite all our hard work to keep a good score. I certainly won’t be shopping at Next again and I would encourage anyone who has considered shopping online at Next to not bother, unless you are certain you have good credit.

I have never ordered from next but I had seen they had searched my credit records and today a few days later I’ve been sent a letter from next giving me a credit account of £600 that I never agreed to or wanted. It’s completely out of order how they can just open a account under my name it’s already affected my credit report which wasn’t great to start with. Please help how can I get this fixed???

I have been having issues with next! I paid the account off once before and asked them to cancel the credit account which they said they would. About 2 months later went to purchase something with my debit card. Pressed the buttons I usually did (brain on auto pilot). Then realised I hadn’t put card details in! They hadn’t closed my credit account and it had automatically been charged to that. Again, paid off credit account. Hadn’t got around to calling them to ask to close it again. But needed bits for my daughter. So thought I would order but make sure to pay by debit card this time. Turns out there is no option to! Once you have a credit account that’s all they will let you use other then a gift car/voucher. There is no option to pay by debit card instead!