Name: Next
Rating: 3.52

“I purchased a next item through online shopping which I was encouraged to collect at my local next store. When I collected it I was encouraged to try it on at an adjoining fitting cubicle and told the lady i would keep the jumper on as I continued shopping. Another assistant stopped me when she saw a label on the jumper, and insisted that I go with her to 'check' that the item was paid for. She then, asked my husband if he had paid for the duvet cover he was carrying, (we had said at the payment desk that we had not wanted a carrier bag) she looked disbelieving at him. She did not offer ANY apology for her behaviour. We were all very disappointed with this experience and would have expected better.”

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Posted 5 years ago

“Went to your castle point next store amazing service marie served me what a lady so helpful just wanted to let you know thankyou 😀,”

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Posted 5 years ago

“Excellent next day delivery service”

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Posted 5 years ago

“Absolutely shocking customer service and just such illogical systems. I went in store and ordered some boots for my daughter. I asked for them to be delivered on Friday after 1pm which they were not. They were delivered before 1pm when I wasn't in. Hermes left a calling card which should have let me track my parcel however when you go online you cannot track it as the calling card number is not recognised. Rang Next twice. The first time they said they would arrange for it to be re-delivered which it wasn't. The second time I rang I was told that they cannot over-ride the system and I need to go back in store to either re-order the item (which I have already paid for) or receive a refund as the parcel cannot be tracked. So to sum up, I paid and ordered for my parcel. It wasn't delivered when it should have been. Then when you ring through you are told they cannot track the parcel either and it needs to be re-ordered either from the original store the order was placed at or cancelled for a refund. However NO ONE seems to know where the original parcel, for which I received a calling card for has gone. The whole process is just nonsense and honestly not worth shopping with Next for - you get much better service from other companies.”

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Posted 5 years ago

“The Ellison Bar Set is a self-assembly set consisting of a table and four bar stools. They all went together easily enough; they were clearly made of cheap materials -- but hey, they were cheap to buy. The table is ok -- nothing special, but it's fine and neat enough. But the stools are absolute deathtraps. I cannot BELIEVE these things passed quality assurance! The self-assembly bit aren't particularly strong, but the most dangerous part is the fact that the stools are held together by four tiny (2cm) plastic pegs that slide into little braces under the seat. The pegs come out of the braces with only the slightest movement, such as that caused by simply sitting on the stool. This can be averted if you literally hold the thing together with your hands as you sit, but lose concentration or -- god forbid -- try to relax and you risk the braces breaking, the metal buckling and the stool utterly collapsing. You should not buy this bar set.”

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Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 5 years ago

“Fantastic service in all areas. Regular mail updates, accurate delivery tracking and a top quality service on arrival. The delivery chaps were really friendly and efficient in terms of loading out and assembly. Small things like wearing over shoes and excellent customer interaction make a big impression. I can’t praise NEXT enough for the impeccable service given. A lot of other companies should take a look at what real service looks like by following their lead”

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Posted 5 years ago

“Really disappointing service. What is the point of promising next day delivery if you cannot meet that promise? I ordered items on a Sunday. Delivery was pushed to the Wednesday, then Thursday, now Friday. That is too late and I only ordered as I needed the items for an event. I will not be using you again as you just don't know what customer service is.”

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Posted 5 years ago

“Terrible experience ordering an item from Next. Cancelled item eventually. They got everything possible wrong. Delivery time, address etc. Numerous phone calls and speaking to numerous members of staff did not resolve issue!”

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Posted 5 years ago

“Sales are incredible. Have some of their clothes since 2009 and still look and feel great in them.”

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Posted 5 years ago

“Although they supplied a product ( Table and Chairs) that were not the quality I would expect, they acted swiftly and timely to have the items replaced. The app that allows you to follow the delivery drivers was particularly useful”

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Posted 5 years ago

“Every time I place an order with next from their clearance of designer brands there are problems with delivery. I recently placed 3 x orders for All saints clothing and it’s now over 5 x days and I still haven’t received any of the goods!. I went to the store white rose Leeds yesterday after phoning their customer service to be advised that one of my items had arrived in store, however this was not the case and I was told it must of been delivered to another store!. I was then advised they will place the order gain for me and get it delivered to my home address free of charge, however I was then told sorry we can’t do this as this item is now out of stock! So as it stands I have no idea whether I will receive this items and there has been no further notification on the other two all saints orders! Don’t sell stuff if you haven’t got it! Totally annoying and I will never be ordering again from them.”

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Posted 5 years ago

“Bought these Forever Comfort block heel boots in grey, after walking in them outside for 10 minutes nails started coming through the inside of the heels. DO NOT BUY THESE BOOTS!”

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Posted 5 years ago

“Way too tight on the arms. I'm a size 10 but 34DD. Chest. The dimensions are all wrong!! Wish I could return this jacket. I've even stopped people on the street and they agree. Total waiste of money.”

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Posted 5 years ago

“I wanted to return a pair of jeans I ordered online and no return label in the parcel..after I paid the postage and send them with Royal Mail I found out through an email that is going to take about 9 days till they will reach my account to refund my money and another 2,3 working days till my money get in my bank...worst service and policy ever..I will never buy from them again 👎👎👎👎👎”

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Posted 5 years ago

“NIGHTMARE OF A SERVICE! If there was negative star I'd select that!. Basically, we ordered a couch, waited 12 weeks (which was fine) only to be delivered the wrong one, called and complained, said they'd deliver the right one this time. 7weeks later, the promised delivery date was wrong, waited a whole day for it. came in the next day during unholy hours, DHL delivery boys just dumped it on our living room with the old, wrong couch, quite in a hurry to get out, don't do assemblies, and my place is a mess. Point of the story: get your logistics right, get your communications right, learn from DFS why don't you? I talked to different personnel with different accents, goes to show that there is no efficient HQ operation. Just being passed around and as a customer experience, it really left a bad taste in my mouth. Staff were polite but not good enough. Assemble your damn furniture! Don't get third party courier who's in a rush to dump furniture. Product was great when we saw it. In hindsight not even worth it in the end.”

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Posted 5 years ago

“I love reviewing products but unfortunatly this isnt easy with next. I read reviews so some are able to . I am a next fan and always look at next first,but losing faith,due to this I shall look elaewhere in the future.”

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Posted 5 years ago

“They are very slow with returns, probably because so many items are returned. Many clothes on sale are a exceptionally bad fit even new items are not as good as they use to be I do not purchase as many clothes from them because the fit keeps changing, especially trousers. Courier is always late or does not show up at all even though I paid for unlimited delivery will not be paying for next year.”

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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