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

“An absolute joke. Have left me with no shoes for my page boys this Saturday. Order delayed and delayed only to be told it was totally cancelled as “they can’t find them in warehouse”. No the first time they messed up a delivery but of course this time is causing us so much more stress due to it being for our wedding. Avoid at all costs!!”

Helpful Report

Posted 5 years ago

“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!”

Helpful Report

Posted 5 years ago

“Excellent service and excellent next day delivery achieved. Outstanding review for an outstanding service and products. Thank you for your help.”

Helpful Report

Posted 5 years ago

“Ordered an iron on Sunday for collection in store at 120 Oxford Street On Monday at 12pm said it had arrived in store. At 1737 another email said it was collected! Called customer service and very vague. Not good service”

Helpful Report

Posted 5 years ago

“My husband and myself needed some living room furniture after visiting more than 6 major stores we looked at the range in the next store, at the metro centre Gateshead, we got some very helpful advice from Sue , this made us feel confident in our selection and we called at the Silverlink store the next day to place our order, once again we found the member to be staff very professional the lady was called Lou, recommend both stores.”

Helpful Report

Posted 5 years ago

“I spoke to a lovely 😊 happy lady called Rika for online order. I wish all people in customer care were as lovely. She's made my day with her loveliness. Please please praise her 🙏🥇”

Helpful Report

Posted 5 years ago

“Go to Debenhams!!! I ordered a jacket 3 weeks ago. Payment was taken and 2 weeks ago was told item wasn't in stock. Been promised refund ever since, still waiting. Just been told I need to wait 4 more days. Worst customer service ever!!!”

Helpful Report

Posted 5 years ago

“We bought some expensive furniture from next. The chairs started peeling after a few months. Contacted next who was not interested. Very disappointed as the products are not fit for purpose and they are not will to repair / replace. Will not buy buying from next again. Don’t get caught out.”

Helpful Report

Posted 5 years ago

“Had to wait 15 minutes to get served at the children’s department to collect my next parcel that I ordered items online, Grantham store needs more staff or one allocated staff for collection , this is the 2nd time I have waited to collected items . Once served at the till lady was very quick, swift & apologied , I genuinely felt sorry for the women on her own ,”

Helpful Report

Posted 5 years ago

“absolutely shocking service. We ordered a coffee table, TV table, nest of tables & two chairs. When they were delivered the tables came as a flat pack to be assembled by us & one of the chairs had been made with the wrong fabric. If we wanted them to assemble the tables it was a £30 charge for each item. When I phoned them I was told that the T & C`s confirmed that the tables were a flat pack but we were never given a copy nor did I think that I should have asked for them. The time quoted for assembly was 30 minutes but it took nearly two hours for the bigger items. Then there was the problem of what to do with the packaging. Luckily I have an office where I could use the refuse bins and after two journeys I managed to put it all away. I am nearly 70 & my wife is 68 and we are fairly mobile but what if the delivery was to someone who is not. We are now having to wait another 8 weeks for the delivery of the correct chair. The flat pack situation should be explained at the point of sale.”

Helpful Report

Posted 5 years ago

“I wanted to buy some suits online for a new job I'm starting soon. I payed with a debit card and it said order accepted, cool. 15 minutes later I get a dodgy looking email and text saying they need to talk to me. So I call them and they want me to give them all sorts of personal details OR re enter my card details over the phone to actually accept my order. I didn't want to give my card details over the phone so I chose the first option. They said all 3 of my emails and my only phone number "aren't associated with me" so they couldn't accept my order. What rubbish is this? Do they NOT want my money? I wanted to spend over £400! Are they trying to make me use credit? I entered my debit card details and wanted to pay straight away. Ridiculous customer service and ordering system. Guess I'm going to have to spend my money somewhere else.”

Helpful Report

Posted 5 years ago

“Worst customer service ever. Had to beg for a free return for a wrong size THEY sent by mistake for over a month and after chatting more than 10 times through the live chat they finally got it arranged! If you want to make a small change like a minute after you place the order its not even possible!”

Helpful Report

Posted 5 years ago

“My experience of customer service with next when my bed was late arriving was excellent. There customer service is the best I have ever experienced”

Helpful Report

Posted 5 years ago

“Very disappointed, ordered x 2 pineapple ornament candles for my kitchen and the description states that they are 24cm in height, when I received them they were a lot smaller and having measured them they are 17cm not the 24cm as stated. I am going to be returning these.”

Helpful Report

Posted 5 years ago

“They say next day delivery if you order before midnight so I've ordered before then should have come yesterday but didnt. contacted the customer service they said it was with hermes for delivery and will be with me. It hadn't arrived for a £4 delivery charge I expect next day as u say on your website 48 hrs later it still says order with depot. But I order from sports direct the same day having reputation for bad delivery and I get it next day. so next for them to beat u with a bigger order think you need to step up to the plate or don't promise what u cant deliver”

Helpful Report

Posted 5 years ago

“Very Poor Customer Service !! I purchased a skirt online and then cancelled as the delivery was weeks ahead. A week after cancelling I rang to see why I had not received my refund. Amazingly was told it was not process and they would process straight away. A week later I am contacting again and being told it was processed but I have still not received my refund into my bank account. I totally understand now why you have a 1 star rating on Trust Pilot. A company so large and can not action a refund which was done on line. APPALLING !!!!”

Helpful Report

Posted 5 years ago

“I required a refund on some table mats and coasters that I bought about 2 months ago so i didn’t have receipt or packaging. One of the table mats was faulty it had 2 like air bubbles inside only noticed that one atweekend when I had guests over. Went to local Next to no avail they said needed product code couldn’t do anything without it then went twice on chat line got timed out before I could get the matter solved. So I am very disappointed in the way I got treated. Look forward to hearing back from you Mrs S E Covington”

Helpful Report

Posted 5 years ago

“Confusing online journey - where to enter a discount coupon? Couldn't find it. Very confusing £10 off first order (but only if you agree to a store credit card) - very questionable. In this day and age, £3.99 for home delivery even if you have paid over £100 is outrageous. I shop online a lot and work in ecommerce and this has to be the very worst digital retail experience I have had in a long time.”

Helpful Report

Posted 5 years ago

“Great products.”

Helpful Report

Posted 5 years ago

“I had trouble with my order going through, customer service helped greatly.”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,289 reviews