Next Dressing Gown Faulty But they wont change it - HotUKDeals
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Next Dressing Gown Faulty But they wont change it

Jaycee21 Avatar
6y, 8m agoPosted 6 years, 8 months ago
My son bought me a beautiful dressing gown from Next for Mothers Day, cost him £45.

Opened it as it was just what I wanted/needed took the labels off and tried it on, only to find no belt attatched or in the bag. So put it all back in its bag labels and everything (even the plastic attachemt tag)

Due to illness only managed to get to Next today, but was told I could change it for another one as my son had lost the receipt!!! I could have got a slightly different on but this one wasn't in the sale and I would have to pay them and extra £25 to purchase it.

I'm so annoyed, my dressing gown is not fit for purpose and I can fasten it (no belt) but yet they won't change it and only offer is a refund for £20 or pay £25 extra. What are my rights? Can they do this?
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Jaycee21 Avatar
6y, 8m agoPosted 6 years, 8 months ago
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#1
if you have no receipt they will offer you the exchange value at the price they are selling it NOW. they have no way of knowing whether you bought it yesterday or a month ago.

its not like they are refusing you an exchange-if you found the receipt they would refund the 45 quid-lesson learned,keep receipts.
#2
So the dressing gown you have seen is £25? and they are only refunding you £20? or you keep the faulty dressing gown and purchase another for £25?

I think its late in the evening lol
#3
i work for next, we do only do that if youve not got the recipt if its gone in the sale, but as its faulty most of the time we will let you have an exchange at full value of the item, i dnt know why they wont do it, did you speak to a manager?
#4
Such a shame when shops do this. Puts me right off them. Ring their customer services and explain..don't get angry though. Just say how upset you are that it was a Mother's Day gift that you can't use and that you have been ill. Good luck :)
#5
Next are a bit pants to be honest. I bought a pair of jeans with belt included, the jeans fit, the belt was about 3 inches too small. I got told I 'couldn't have the best of both worlds'. Classic.
#6
Did your son pay be card at all? My understanding of Sale of Goods Act is that for faulty items proof of purchase is needed not a receipt, so a card statement should suffice. If you can prove purchase date and price then you should be able to get the exchange you need. Maybe google Sale of Goods act and double check it, if it is as I say then print it off and try again.

Did you speak to a manager?? Possibly maybe a letter to Head Office may be needed.

I have worked in retail, and for faulty goods we could refund without a receipt.
#7
I must admit I rarely shop in Next now. I bought a pair of their jeggings...wore them for one evening and they bagged badly! Wouldn't have minded so much if they'd been a fiver in Primark but they weren't. Very poor quality is what they were.
banned#8
silkymolo
Did your son pay be card at all? My understanding of Sale of Goods Act is that for faulty items proof of purchase is needed not a receipt, so a card statement should suffice. If you can prove purchase date and price then you should be able to get the exchange you need. Maybe google Sale of Goods act and double check it, if it is as I say then print it off and try again.

Did you speak to a manager?? Possibly maybe a letter to Head Office may be needed.

I have worked in retail, and for faulty goods we could refund without a receipt.


even if the price was now £20 less than when the customer said they bought it?
But yes, you are right, the customer only has to prove it was bought, and that could be a bank or credit card statemement

Sorry OP, I don't see that you will get anything else than you've been offered. Maybe a letter to HO will do some good, but at store level I can't see them doing any different.
banned#9
storysacks;8274079
Next are a bit pants to be honest. I bought a pair of jeans with belt included, the jeans fit, the belt was about 3 inches too small. I got told I 'couldn't have the best of both worlds'. Classic.

dont agree about next,its about the only shop in glasgow ive never had any problems with ,very surprised where is this store!
#10
RFC
dont agree about next,its about the only shop in glasgow ive never had any problems with ,very surprised where is this store!


I was pretty surprised too lol, it was in Lincoln, on the High Street.
#11
CuteKitty26
So the dressing gown you have seen is £25? and they are only refunding you £20? or you keep the faulty dressing gown and purchase another for £25?

I think its late in the evening lol


No, the other dressing gow was £45 as well, exactly the same just a different colour

Will check with him how he paid, as I'm not sure, good idea, when I wrote the post was still seeing red!
The sales assistant so called asked the manager but all he would offer was £20. My son works blooming hard for his money and I refuse to give them £25 of his hard earned money!! Also its faulty so they are at fault. Surely they have to exchange it or refund.

Thanks for all your advide so far. Maybe I should try a different Next to return it obviously the one at Middlebrook have no sense of right or wrong.
Please keep the advice coming for more options, Many MANY thanks
banned#12
Jaycee21;8274159
No, the other dressing gow was £45 as well, exactly the same just a different colour

Will check with him how he paid, as I'm not sure, good idea, when I wrote the post was still seeing red!
The sales assistant so called asked the manager but all he would offer was £20. My son works blooming hard for his money and I refuse to give them £25 of his hard earned money!! Also its faulty so they are at fault. Surely they have to exchange it or refund.

Thanks for all your advide so far. Maybe I should try a different Next to return it obviously the one at Middlebrook have no sense of right or wrong.
Please keep the advice coming for more options, Many MANY thanks

yeah,try another store thats the best advice,defo a bad egg there!:thumbsup:
#13
colinsunderland
even if the price was now £20 less than when the customer said they bought it?
But yes, you are right, the customer only has to prove it was bought, and that could be a bank or credit card statemement

Sorry OP, I don't see that you will get anything else than you've been offered. Maybe a letter to HO will do some good, but at store level I can't see them doing any different.


As far as my understanding goes yes, even 11 months down the line if they no longer stock the item. You get 12 months 'guarantee' for all items to be fit for purpose (not faulty).

I agree with the other statements though, try a different branch!
banned#14
RFC
yeah,try another store thats the best advice,defo a bad egg there!:thumbsup:


yeah thats right - because the shop should just take every customers word for when something was bought, how much was paid, without any proof of purchase.
Shoplifters used to steal stuff then return them for refunds when shops didn't insist on proof of purchase
banned#15
silkymolo
As far as my understanding goes yes, even 11 months down the line if they no longer stock the item. You get 12 months 'guarantee' for all items to be fit for purpose (not faulty).

I agree with the other statements though, try a different branch!


yes but how do you know the customer paid what they said? They could have bought it yesterday in the sale for £20 and be trying to get £45 back (no offence OP - I'm not suggesting you are doing this)
#16
colinsunderland
yes but how do you know the customer paid what they said? They could have bought it yesterday in the sale for £20 and be trying to get £45 back (no offence OP - I'm not suggesting you are doing this)


The proof of purchase will have the date/time/amount on it, the retailer will know that's when it was bought and for what price they can even in some places double check their systems.

If faulty that's all op would need not the receipt.
#17
colinsunderland
yes but how do you know the customer paid what they said? They could have bought it yesterday in the sale for £20 and be trying to get £45 back (no offence OP - I'm not suggesting you are doing this)


As Tinkerbell has said really, I meant with a proof of purchase (statement in this case)
banned#18
tinkerbell28
The proof of purchase will have the date/time/amount on it, the retailer will know that's when it was bought and for what price they can even in some places double check their systems.

If faulty that's all op would need not the receipt.


well yes obviously, but the OP hasn't and is complaining they won't refund the full amount.
#19
colinsunderland
well yes obviously, but the OP hasn't and is complaining they won't refund the full amount.


Ahh yes she may do now though, she was seeing red and is going to ask her son to look:thumbsup:
#20
Use the arms tied together to replace the belt, and using scissors cut yourself a hole either side or wear it like a straightjacket :thumbsup:
#21
Have a word with your local Trading Standards people. Possibly the Citizens Advice bureau as well.

If your son bought a dressing gown and belt as a set, and the shop didn't give him what he'd bought, then its down to the shop.

You may (but I'm not certain) be able to insist on a refund even without a receipt.. Try Trading Standards.
banned#22
They've done nothing wrong.

If you lose the receipt, thats your problem. Your topic title is misleading.
#23
I don't think Next are being unreasonable at all tbh :?

They are readily willing to exchange the dressing gown, albeit at the reduced sale price it is now on their systems at - but how are they tp know when OP's son bought it?

If the OP had the receipt then problem would be solved and everyone would be happy, hopefully OP's son paid by card so they can produce the statement instead.

Sorry OP, I know it must be annoying for you, but you son should have ensured the receipt was kept safe, at least till it was tried on anyway. Next is one of the minority of stores that will help you at all with no receipt - most stores won't entertain items returned without a receipt, not even for exchange
#24
colinsunderland
yeah thats right - because the shop should just take every customers word for when something was bought, how much was paid, without any proof of purchase.
Shoplifters used to steal stuff then return them for refunds when shops didn't insist on proof of purchase


I wasn't asking for a refund just wanted a dressing gown and belt that my son HAD paid good money for. Didn't think that was too much actually!

Will be trying a different store this weeks.

Thanks all for you advice and comments. Happy Easter. :thumbsup:
#25
No receipt? no refund!

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