NEXT Did Everything Right In The End

Copyright Marco Fiori 2011

On the 8^th November I had issues in a NEXT store. The customer service was bad, the product defective and my opinions of the retailer, potentially altered. To catch up with what happened, you can read the full tirade here.

A week later, having directed my article to the official NEXT Twitter account, I received an excellent, personal response which proved my incident was a case of an impatient staff member rather than a rotten retailer. Therefore, as it was only fair, I wrote a follow-up piece on the 14^th November detailing why NEXT had turned it around and how happy I was with the after-sales support.

It’s now the 11^th December and I can say the incident has been finished. Having received various emails from a kind customer services representative called Mark, he replied with a kind note last week, phoned me personally and informed me of some good news.

He was very appreciative of my notifying NEXT of the incident, and to compensate me for my time and poor experience, sent a £25 gift voucher as a token of good will.

Kudos to NEXT. I’m happy with the product I’ve exchanged (it’s since held up to use) and the response from the Twitter team, internal customer support and Mark in particular was impressive.

Case closed. Hopefully it will never happen again and I can continue shopping with a chain I enjoy and respect.

Tagged: Customer Service, marco fiori, Next