Next - Reviews and experiences

I no longer trust their returns process. I was a loyal customer for decades. That counts for something, but it didn't help here. I sent back a brand-new pair of trainers in late December via an Evri collection. I got a refund on my account about a week later. For a while I felt fine — relief, even. Then, five months on, Next sends me a letter and a box containing a used pair of different trainers. They say I returned those. I did not. The only plausible explanation is someone on the courier side switched the parcel. I later learned that sort of swap happens with temp couriers around busy periods. Next are insisting I committed fraud and they want to charge me for the trainers plus an investigation fee. That accusation is brutal. It’s left me upset and incredulous. I’ve dealt with other retailers and returns before — some worse, some better — so I’m not naive. My take is simple: their system is flawed. Once a parcel leaves your home, you shouldn't be held fully liable if the chain breaks. I’m contesting it and I’ll keep pushing, but the relationship is damaged. Small relief: they did refund initially and that shows the system can work. Still, the follow-up handling has been very disappointing.