Having shopped at the Next Sale online I had ordered an item that had to be delivered. A few days later I got a text updating me that I would be expecting confirmation of the delivery in a couple of days. Sure enough, I got another text AND an email confirming that my item would be delivered between 7:30 am and 9:30 am 2 days from then and then another the night before. I got up at 6:30 am - it was my day off but I didn't want to miss my delivery. The earlier delivery time slot came and went and then 9 am crept round. It went past 9:30 am but I was being sensible about it and allowing for traffic. But when it got to 10:15 I phoned to check what the problem was. Using the selections on the automated service I was initially put through to the wrong department but she put me on a call back and when she phoned me back she said I'd got the wrong department again but I explained that I'd been transferred and the first agent had said I was through to the wrong department then and that SHE would put me through to the right one. The agent asked who I'd spoken to!!? and did I know the department?!! - I knew neither. She said she would have to check where my order was and why it hadn't turned up but she'd put me on yet another cal back, I asked if this would be the correct one this time and she assured me SHE would phone me back in 2 minutes. I was waiting to take my dogs out and had a feeling my delivery wasn't imminent so went on a quick walk whilst I waited - 10 minutes later she phoned to say my item hadn't been put in with the delivery as there was no stock!! I asked why I hadn't been phoned as I had waited in and she said it wasn't their policy!? I said that if I hadn't phoned to check on it then would they not have contacted me to apologise and tell me it wasn't going to come AT ALL and she said NO! I said that at 7 am - at least - when they were loading the van - they knew there was no rug for my order, yet they hadn't at least text to let me know this?? And why was I reminded about a delivery several times that was never going to come as there was no physical item to deliver?? She had no answer for this but offered me a £20 GOOD WILL voucher!! GOOD WILL!! I'd wasted my precious day off and she valued this at £20!! I asked for this to be logged as a complaint and was stunned that NEXT offered such poor service. I asked if someone would be in touch and she asked "Why?" as she had dealt with my complaint by giving me a £20 voucher that I would get (or not) in 7 to 10 days! What a ridiculous system! They reminded me several times about the order, I waited in for this order and they never actually had stock of the item to actually deliver and yet she felt this was acceptable? My time is worth (almost) nothing, the waste of my morning off was dismissed and yet I was to be grateful for a £20 voucher??? Shame on you! You seriously need to look at this process and make changes that incorporate telling customers that they don't have to wait in as there's no stock being delivered!