Next: A Lesson In Good Customer Service

Last week I shared my experience of bad customer service from Next. Events have transpired since then so I think it’s only fair I provide an update to the original story. This is because I’ve now received substantial communication from Next in a form of the above Tweet and today, their Customer Services email team.

When I originally published the story, I made sure I shared it on Twitter, addressing it to directly to Next. Several days later I received a response in a manner I was impressed with. I replied (as shown above) with my contact details and waited for further correspondence.

This afternoon I received an email, again in a manner that was acceptable and professional. It was courteous, understanding and willing to help. As the investigation into the issue is still occurring, I’m not going to share the email itself. It’s a confidential document between the retailer and myself and I don’t think it’s fair to plaster it on the internet.

If I was unhappy with the response, I’d be more inclined to show it, but because it’s polite it only deserves mention. Anyway, well done Next for responding quickly and actioning the complaint in a timely and appropriate manner. I was also happy to see they’d read the previous post and took on board what I’d said – it referred to specific details within the piece that made it clear they are taking this seriously.

Updates as of when they come.

Tagged: Customer Service, marco fiori, Next, Update