Next Reviews

Name: Next
Rating: 3.52

3.5 Rating 1,300 Reviews

64 %

of reviewers recommend Next

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Metrics

3.5

Based on 1,300 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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info@next.co.uk

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely appalling service ! I’ve placed an order 12 days ago and was counting on it as it had items I was going to use at an important event . Just got an email saying “we’ve received your returns” … what returns ?! I haven’t even received anything, nevermind returning! Customer service just gave me a lame excuse “sorry , but we had an issue with our curriers, you’ll get a full refund “ I wanted my items not a refund.. all items I wanted are sold out too . Now I have to go panick buy something before the event . What’s the point of online shopping services if they can’t even honour their orders ?!”

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Posted 2 weeks ago

“Used to be amazing with delivery. Now so poor, I will be cancelling my subscription. Supposed to be next day delivery... more often than not, now weeks to arrive and the only anomalies part order received.”

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Posted 2 weeks ago

“Next put many other retailers to shame! The customer assistants are pleasant and helpful and extremely efficient. The best of the best with fabulous stuff and nothing is too much trouble!”

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Posted 3 weeks ago

“Very disappointed in slow refunds always having to chase last order was complet wrong and contained goods i hadnt ordered and good i had were.missing still chasing my refund which is nearly £300 pounds i expect only half of refunds will show and I will have to chase again rubbish service”

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Posted 4 weeks ago

“Absolutely dire. Ordered a sofa in December for 8 week delivery. Was organised 18/02, delivery comes… half of the corner sofa is in the van. Ok things happen so we reorder it for a 5 week delivery. Today the delivery driver comes… only half the sofa is in the van, again! Is this some sort of joke?”

Helpful Report

Posted 1 month ago

“Next has always been my go to for standards of clothes, unfortunately their online process is wholly lacking and despite EVRi been an absolutely awful delivery company they continue to use them. I’ve had drivers deliver to the wrong house, turn up outside and simply drive off and others knock on every other door apart from mine. Their customer service is just as bad too, no clarity and wing information constantly.”

Helpful Report

Posted 2 months ago

“Next delivery guys turned up to deliver a new mattress over £1k’s worth only to phone me from the garden to tell me it hadn’t been put on the van, they told me next would phone me within a few minutes, this was utter lies 24 hrs later still no call. I contacted Next I’m left with no mattress, I have sever arthritis my husband has recently had a heart bypass and we have no mattress, I was offered £100 good will but I still don’t have anywhere to sleep. Next have ordered another one which has wiped out my credit account as I have been charged for the one that next has lost and they have charged me again for the new one ordered! This will be my last purchase from next and I will be looking into a complaint with The FCA as my next account and credit rating will be affected through shear incompetence of this lost item that next feels I should pay for twice!!!!! I would never order items again from next I would go to a more trusted retailer for bigger purchases.”

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Posted 2 months ago

“Love the ability to order and receive without leaving the house”

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Posted 2 months ago

“Abysmal company need shutting down avoid avoid avoid”

Helpful Report

Posted 2 months ago

“Avoid Avoid Avoid!!! I had a disappointing experience with NEXT, particularly with their "Pay in 3" option. It seems that the company preys on the fact that you can't set up a direct debit upon application, which leads to missed payments and subsequently being pushed into a higher interest rate. It's frustrating that they have the capability to communicate via text or email about missed payments but choose not to show any understanding or compassion in their approach. The customer service staff I encountered sounded robotic and unhelpful. There was no record of our conversations, which made it difficult to address my concerns. Their tone was patronising and arrogant, making the whole experience even more frustrating. Additionally, I found their furniture to be overpriced and of poor quality—more like cardboard than anything durable. I would strongly advise others to steer clear of NEXT. There are much better options out there that value their customers. Total scammers and completely incompetence!”

Helpful Report

Posted 2 months ago

“I purchased two sofas from Next Home for £2,500, expecting both quality and comfort. Unfortunately, these sofas have been a huge disappointment. From the very beginning, they have caused significant back pain every time I sit on them. The comfort level is shockingly poor for the price I paid. To make matters worse, approximately one month after we started using the sofas, we noticed that the fabric began to accumulate lint and fuzz from clothing. Despite our best efforts—vacuuming and manually removing the lint—we couldn't resolve the issue. I reached out to Next with my concerns, but the experience has left me frustrated and regretting my purchase. They sent a 3rd party inspector who has no idea about Next products, and he has suggested us to buy some tools to fix these linen issues. For a brand like Next, I expected much better quality, design, and customer support service. I wouldn’t recommend their sofas to anyone. If you value comfort and durability, look elsewhere. NEVER AGAIN!”

Helpful Report

Posted 3 months ago

“Bought thd Heavenly Feet Bianca, bikes boots. Oh wow, the most comfortable boots ever. I did find I had to size up though. So light weight. I love this company and have several pairs from them. And best of all, they are vegan friendly. Important to me as a vegan. Totally recommend these boots”

Helpful Report

Posted 3 months ago

“Extremely Disappointing Service for a €500 Chair Order recently ordered a chair from NEXT online for over €500, expecting delivery within 1 week as advertised. Unfortunately, the process turned into a frustrating ordeal. After waiting a week, I called to inquire about the delivery, only to be told that I needed to schedule it for 2 weeks later. On the scheduled delivery date, no chair arrived. I began calling NEXT and was put through to their contact centre in India. While the agents were polite, they could only email the delivery team and had no direct access to resolve my issue. For the next 10 days, I was repeatedly told—almost every second day—that the chair would arrive within “24-48 hours.” No delivery ever materialised. In desperation, I visited my local NEXT store and spoke to the store manager. She was incredibly helpful, contacted someone in England, and finally confirmed that my order had been lost. I was informed a new order would need to be placed, but the delivery would take another 5 weeks. This experience was incredibly disappointing. For a reputable retailer like NEXT, I expected far better service, especially on a high-value item. The lack of transparency, poor communication, and extensive delays were unacceptable.”

Helpful Report

Posted 3 months ago

“Next have really, really let me down this year on my Christmas orders. The service has been abysmal and i have been forced to shop elsewhere due to the huge delays in your logistics and the very slow refund and customer service experience from abroad whith which i found very hard to understand due to the language and accent barriers. This experience has really made me question why i should shop at Next in the future and to search for an alternative smoother shopping experience as i do not wish to go through this again in the future at a stressful time which Christmas can be.”

Helpful Report

Posted 4 months ago

“Shocking experience! Ordered 6 items, delivery due on a Friday. No correspondence, 4 days later rang customer services to ask what has happened. Apparently my parcel was ‘lost in transit’ 7 days previous. Was I informed, no. I then requested a refund for my items but needed to be transferred to another team, who then needed to ‘investigate’ my case. Eventually issued a refund. Huge lack of communication! More like a money making episode as bought on next credit…”

Helpful Report

Posted 5 months ago

“They just don't care! Ive tried to cancel an order and get a refund as the delivery to store was 6 days, which was too long as I'm travelling before then. Frustratingly I couldn't do this online so I called. They said they had cancelled the order. I've just received an email saying my order has now been dispatched ready to collect in store! So, obviously no refund until I have gone into the store and returned the order, which being out of the country is going to be difficult. When a company doesn't care about the customer anymore, it's really time to shop elsewhere.”

Helpful Report

Posted 5 months ago

“I was sent some wellies that should have been uk5. They were marked on tag, Insole AND at the bottom of the sole as uk5, I was desperate for them for important walks I need to take so put them on straight away assuming I didn't have anything to be suspicious or worried about and initially thought they were just wide, when I got home my feet were hurting and I decided to use a set of insoles to properly measure them, they were actually a UK size 8. Now I can't return them or wear them, so I have lost money hurt my feet and waisted time on a store I should never of had to worry about being scammed by! Have had no reply from my last response to NEXT. Really bad actually. Not normal or acceptable.”

Helpful Report

Posted 5 months ago

“Maria and Anna were very helpful when serving me on women’s wear very polite and knew what they were talking about. Very impressed with both ladies when I shopped there Friday 1st November. Five stars for the ladies”

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Posted 5 months ago

“Evri who deliver for next online have to be the worst ever in customer care, don’t even bother to order for weekend deliveries ( you won’t get them) I notified next customer services just yesterday to complain, and they totally understand my frustrations with Evri, but what are they doing as a company to rectify the situation for its customers? Nothing, bevause they must be the cheapest option I am now finished with next online”

Helpful Report

Posted 5 months ago

“On Saturday, 12th October, I was eagerly anticipating the arrival of my new sofa and armchair from Next. However, when the delivery van finally pulled up, my excitement quickly turned to frustration. Two delivery men stepped out, and to my surprise, they informed me that they wouldn't be able to bring in my items due to concerns about potentially blocking the road. I tried to reason with them, pointing out that there were hardly any cars passing by and that they had no trouble parking. But they insisted, mentioning the possibility of emergency vehicles needing access. Their proposed solution of leaving the items on the pavement for someone else to move into my house later was unacceptable to me, especially considering my age and inability to move the items myself. After a heated conversation, they promised that someone from Next would contact me later. When they did, I made it clear that I was not pleased with their handling of the situation. I demanded that they bring the sofa back and that I would find a neighbor to help me with the items. However, they refused, claiming that leaving items on the street was not something they do. We eventually rescheduled the delivery for the 30th of October, with the assurance that a smaller van would be used. It boggled my mind to think about how many other customers' items they may have delivered that day, especially considering that most of their customers likely live in residential areas similar to mine. It felt like the drivers, Richard and Mike, were seeking a cash handout that day, and only then would they have delivered my sofa. I was left feeling frustrated and disappointed I by the whole experience .”

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Posted 6 months ago

Next is rated 3.5 based on 1,300 reviews