Next Reviews

Name: Next
Rating: 3.53

3.5 Rating 1,289 Reviews

64 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,289 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 70%
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

“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 days 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 5 days 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 4 weeks 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 1 month 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 2 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 2 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 2 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”

Helpful Report

Posted 2 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 2 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 .”

Helpful Report

Posted 3 months ago

“This company have to have the most incompetent staff going. Having been a customer of theirs for over 15 years, I've been treated appallingly. I've been lied to on several occasions. Messed around with wrong information. Closed an old account as told to do by them, then had endless issues with the new one. I've been promised no less than 3 times calls back from Managers to sort. Promised vouchers that don't work. Spent over 4 hours in calls alone trying to sort the mess they keep creating,plus emails. I was told to send items back, on my old account and be refunded back to my card. I did and now told via email, I can only have a voucher!! I've been left out of pocket, frustrated and extremely angry. I will be going to media over this. Disgusting service and disgraceful way to treat any loyal customer.”

Helpful Report

Posted 3 months ago

“I thought I should share my experience. Following some brokers on Instagram, I end up losing my saving money and profits. With the help of wikihelpdesks @ gmail .com I was able to retrieve my losse and my money ”

Helpful Report

Posted 3 months ago

“Horrible custom service. You receive automated email responses that appear to be customer service but don't contain the subject matter in the text, eg, copy pasted for any inquiry. Just word salad with "I'm sorry you feel bad" mixed in it. Due to this, I refused to accept the packages and required them to be returned. It's been over a month and I haven't received all of my money back. Lesson learned.”

Helpful Report

Posted 5 months ago

“A cancelled item was charged to my account 3 months ago and despite my contacting the help desk and the problem was identified and supposedly rectified it is still listed on my statement for outstanding payment! I don't want to wait to get through to help desk again with a 20 minute wait time feel so frustrated 😕”

Helpful Report

Posted 5 months ago

“Terrible return policy. You can buy and have items delivered abroad - to Spain - but if you want to return an item - such as a poorly made blazer, whose one side is completely off kilter - you need to pay for the return to the UK! International shipping! What?! I'll NEVER buy at Next again - Zalando also carries their items, and will send you a courier to your door if need be. So thanks for nothing Next. And bye.”

Helpful Report

Posted 6 months ago

“Trying to return by courier, think they have made it complecated and unclear on purpose. As they want you to return to store.”

Helpful Report

Posted 6 months ago

“I had the best shopping experience with Amanda in the next store at the Vanguard Centre in York. I am a wheelchair user and Amanda made me feel very much at ease - without being in the least bit fussy or patronising. She helped me to find items and also colour choices of those items, without any pressure. It was the best shopping experience I have had in a very long time! Thanks Amanda - see you soon!”

Helpful Report

Posted 6 months ago

“0 ⭐️! As many people already shared, this is a zero stars company with zero stars customer service. Tracking says delivered, there is no package 📦 anywhere, probably they threw it over a fence somewhere else (they’re using the cheapest most horrible courrier service available of course)… if you contact “their” customer service - outsourced in INDIA! - they’ll be telling you for over a week it could be up to 3 days, let’s see how long these 3 days can take! Either way, no refund, no bother to find the package, and will not resend you your items either… so careful if you’re not willing to risk it and see if you actually receive what you’ve paid for…”

Helpful Report

Posted 7 months ago

“Ordered and paid for 3 items in sale. Email stated would be over 2 weeks delivery. On day due email advising delayed. Next day email received stating items returned and refund given! This never happened. Called Next,adviser said all 3 items damaged in transit so refund sent. Be more transparent please. You took too many orders and never had enough stock. Asked if I could reorder guess what? Not in stock.”

Helpful Report

Posted 9 months ago

“Bought a nice designer doormat from Next that was described as easily washable. Unfortunately it didn't have a label on the underside warning to only use wool setting so it got damaged. Wanted to order an identical one. Website claims one week delivery yet we've been strung along for 3 weeks now. It's looking more like a drop shipping operation with goods not even being in the UK.”

Helpful Report

Posted 9 months ago

Next is rated 3.5 based on 1,289 reviews