Buying stuff from your online store is a truly awful experience. This evening I wanted to buy a light fitting. I knew the one I wanted, I had my debit card ready and I wanted to get the whole thing done ASAP so I can relax and enjoy my evening. Instead, however, I’m sitting here filling out your feedback form long after completing my purchase because I’m just so damn frustrated by the whole experience. Let me explain why:
1. You made me register for an account. Why? You let me buy things from your stores without requiring me to register for an account. We both know the reason is that my address is worth something to you. Your going to send me marketing information, which I don’t want.
2. When I tried to register, I was told that my email address is already associated with an account, so I tried to recover my password. Your site then told me I didn’t have a password and must sign in using my Customer Number. So I trawled through my emails searching for a Customer Number from you, why make me do that work? I’m trying to give you my money and you’re slowing me down! Presumably you have my Customer Number because you have my email address. Why is there no “Send me my Customer Number” option? Despite the fact that I never delete emails, I can’t find my Customer Number so I give up and phone your call centre…
3. The person at the call centre is a complete robot. She doesn’t ask why I’m calling, she just prompts me for address, name, Account Number. When I explain that I’m not sure if I have an Account Number, the line goes dead for about 15 seconds. She’s still there, she just has no idea what to say because I took her off her script. In the end we establish that I do have an account and I am allowed to make an order. Finally she says “that will be added to your statement”. Firstly, what does that even mean? What statement? I don’t get statements from Next. Secondly, when I figure out that it means I’m getting my light fitting on credit and I explain I would like to pay now, she says “that is not an option on the system”. Which leads me to my final point…
4. Why can’t I just pay for stuff? I don’t buy things all that often, I am fortunate enough to be able buy a simple light fitting without having to borrow the money, and even if I wasn’t, I certainly wouldn’t borrow the money on store credit which everyone knows is a terrible way to borrow money. Despite my exasperation, the person in the call centre is unable to take payment and tells me to phone up again once my light fitting has been delivered.
I am so frustrated I will now tell everyone I know not to buy things from Next’s online store.
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