Nexths Reviews 474

UPDATE 2

So I have an update from the European Consumer Center Austria. As I mentioned in the original review I contacted them and told them the story. I now got a confirmation that NextHS is listed as "negative" in their European database. So please: Stay away from them. There is nothing good about this experience.

UPDATE 1

Just to say at the start: Of course Next are now trying to mitigate. Let me clarify.

First, everyone who does international business must be prepared to speak in another than their native language. Preferably English. Everything else is just a fail. When I called, the lady spoke Italian (which I speak a little). When I asked for someone who speaks English, she said No (which is the same word in Italian as in English, and means the same), and that was it.

Second: Yes, bullying is actually the word PayPal used, and it is correct. Your email said "close the case or we will cancel the order." That is bullying. No need to discusss that. And again: I do have that email as proof.

Lastly: Every sender is insured with the carrier. So there are two possible outcomes: The carrier finds the package. you get it back. No harm done. Or like in this case, the carrier says it disappeared. They will pay you the value. Again, no harm done. So the question is why do you not treat your customer like the valued one he deserves to be, and send out a new package immediately. You will get you money back anyway. You call the review disheartening. I will say something else. The original review contained some names. You used the rules of TrustPilot to bully me into removing them.

What you are leaving out of your reply is the main point. BRT mishandled the package. That is the moment a professional company would have sent a replacement to make the customer happy. Instead you just procrastinate.

I will repeat what I say further down in the original review: Never have I seen a company treating their customers that bad. And then lying about the process afterwards is just hilarious.

---- Original review below (names have been removed due to nexths using TrustPilot's rules to keep them secret. If you need to find them: They are available on the internet, took me about five minutes) -----

This is going to be a hard one, since Next will be trying to out-argue everything I say, claim that they did everything right. To say two things in advance: I ordered right before Christmas, maybe that was a mistake. And this is for an international order, maybe they are a lot better with Italians.
So I ordered a monitor for 1361 Euros on December 22nd, a Monday. Next stated on their website that they close Fridays at 12, and that they would be closed over Christmas, and then again from New Year’s until January 6. So basically, the days for communication were the 23rd, the 29th and the 30th.
Next states on the order page, that the moment the package is given to the courier, it will appear there (mi ordini), and the invoice will also be there (mi fatture).
On the 23rd I heard nothing from them, OK, that was the first day.
On the 29th I heard nothing from them, nothing on the webpage.
On the 30th I heard nothing from them, nothing on the webpage. I opened a complaint with PayPal. That got a reaction. Next bullied me into closing the complaint, saying they would cancel the order if I would not do so. I was stupid enough to comply.
On January 7 I got a tracking number, showing that the monitor had left Esprinet, the company who sends those things for Next, on the evening of December 22nd, and was supposed to be delivered on December 29. Doh.
They kept telling me all was on track, and there is nothing they could do.
On January 12th I sent an email to their CEO. No response from him. Not even an acknowledgement. I also sent an email to the international coordinator at Esprinet. No response from her either. I know they got their emails, because I did not get any errors.
On January 13 I opened an official complaint with the European Consumer Centre Austria, ECCAT. On the same day, Next finally confirmed to me that the monitor had been found, and was listed as damaged. That was also when they issued a refund and offered to send another monitor.
I opted for another monitor, and I finally got that yesterday, on January 21.

No one at Next speaks English. If you call and ask, they make zero effort and simply answer “No”. They bully their customers. Next is insured. If an item is lost by their carrier - btw that is Bartolini, a partner of dpd - they will get their money back. They still chose to let the customer wait.

In today’s day and age, I need to warn everyone: DO NOT BUY FROM NEXT. They will bully you. They do not care. They will not help. In more than 30 years ordering from online stores, this is by far the worst experience I have ever had. And just in case: I have emails to prove every single word in this review.

As a foreign business customer, I had some initial challenges with the online form, which didn’t seem to support international shipping or foreign VAT numbers. However, their team responded promptly via email, arranged a custom order, processed the payment, and ensured fast delivery within a few days. Professional, efficient, and truly impressive service—I was very satisfied and would gladly order from them again.