Having purchased a personalised embroidered item for Christmas at my sisters request, I was surprised to receive the item with an entirely different typeface to the one pictured, though I was not all that perturbed initially as I thought it would be an easy enough fix for Next to send out the item that was pictured in the listing. What ensued was weeks of back and forth, both on the phone and via email to Next's "Personalised Gift" service desk. I spoke to several very polite, and friendly, but ultimately powerless Indian staff, to be repeatedly told that the item was from an outside provider and 'customised' so not eligible for any kind of return, correction or refund. And every time I managed to patiently explain the actual situation, of the item not being as pictured in the listing, I was told the issue would be forwarded on and I would be contacted once it was resolved with the outside supplier. Only I would be contacted days later by yet another staff member, straight back to step one, being told it is a 'customised' item and not eligible for any sort of return, correction or refund etc. By this point I've basically given up on the whole ordeal as I can't seem to speak to the same person twice and am constantly falling back to the bottom of their 'respond' list with no progress toward resolving this issue and no hope of getting the item. So much fuss for an item that at unit cost is probably somewhere in the £6 range and if it weren't for the fact my younger sister demanded it for Christmas, it would have been returned for a refund for loose threads and puckering around the embroidery as is. What a shambles!