Name: Next
Rating: 3.52

“My favorite clothes. Affordable prices. Great quality.”

Posted 5 years ago

“Been in the shop ten minutes on Saturday afternoon can’t find an assistant in men’s women’s or kids. All cash desks deserted appalling staffing”

Helpful Report

Posted 5 years ago

“Poor poor service Paid for a few items online, returned them back to store and they said the money would be back in my account within 3-5 days! 7 days later no refund- contacted next Live chat agent as slow as a mouse at replying then told me they refund the money back to my next pay account as that’s there terms and conditions! Pardon! I paid by bank card and not by next pay so why put me in credit on account but not give me my money back Ask for a manager told they will check been on hold 15 mins on chat! Absolute shambles”

Helpful Report

Posted 5 years ago

“We recently purchased a Sofa from Next (order number 24644293) and have been absolutely appalled by the level of service we have received. My girlfriend and I decided to purchase from Next over other competitors as we believed they were a respectable company, however I wish we went elsewhere. The sofa had a 9 week estimated delivery which we were fine with, however it ended up being delivered 12 weeks later. We were sent a letter through the post a day before the 9 week delivery date, to say there had been a delay and were told it will be with ourselves a week later. A week later arrived and we rang to see where it was, however the sofa apparently failed its quality check and would be delayed a further 2 weeks. When the sofa was finally delivered, there were not enough legs packed and therefore the delivery men could not install our sofa, which is a coincidence on the basis it passed its quality check. Instead we had to wait for more legs to be delivered and install the legs ourselves. We were guaranteed by one of the managers that we would receive a large financial adjustment for the inconvenience, however we have only received £50 as an apology....3% of our total order value! I cannot believe a reputable company like Next is able to get away with treating customers like this. I would strongly advise customers to stay well clear of purchasing furniture from Next.”

Helpful Report

Posted 5 years ago

“We recently purchased a Sofa from Next (order number 24644293) and have been absolutely appalled by the level of service we have received. My girlfriend and I decided to purchase from Next over other competitors as we believed they were a respectable company, however I wish we went elsewhere. The sofa had a 9 week estimated delivery which we were fine with, however it ended up being delivered 12 weeks later. We were sent a letter through the post a day before the 9 week delivery date, to say there had been a delay and were told it will be with ourselves a week later. A week later arrived and we rang to see where it was, however the sofa apparently failed its quality check and would be delayed a further 2 weeks. When the sofa was finally delivered, there were not enough legs packed and therefore the delivery men could not install our sofa, which is a coincidence on the basis it passed its quality check. Instead we had to wait for more legs to be delivered and install the legs ourselves. We were guaranteed by one of the managers that we would receive a large financial adjustment for the inconvenience, however we have only received £50 as an apology....3% of our total order value! I cannot believe a reputable company like Next is able to get away with treating customers like this. I would strongly advise customers to stay well clear of purchasing furniture from Next.”

Helpful Report

Posted 5 years ago

“I made an on-line click and collect purchase from Next in Church Street Liverpool a straight forward and easy process! I collected my order a Gorgeous faux Sheepskin aviator jacket to-day Sunday 15th September 2019. I was advised by the very friendly/helpful assistant (with whom I returned an unwanted item to without any fuss), that I would have to go to the next floor to collect my parcel. I told her that I was concerned because I can't use descending escalators so she very precisely directed me to the lifts and reassured me that everything would be ok. When I arrived at the next floor the lady on the Customer Services desk was also very friendly and helpful. Your staff and your clothes etc. are a credit to your store, the staff deserve to be recognised for their Excellent Customer Service!! Many thanks.”

Helpful Report

Posted 5 years ago

“My daughters shoes were faulty but they would not accept them back as I did not have the receipt. As I wasn’t planning on returning them we didn’t keep it and sadly for once I paid cash. I now have a faulty pair of shoes and have wasted £18. Their returns policy is the worst I have ever heard of”

Helpful Report

Posted 5 years ago

“Too long waiting! 25 minutes to pick up one item! Really??? Boiling hot because of all the glass! One member of staff! Terrible! Four people behind me! I’m still waiting now”

Helpful Report

Posted 5 years ago

“If I could leave zero stars - I would. I ordered a leather suite, in store May 2018. There was a 12 week delivery period. One week before delivery, Next phoned to tell me they no longer used the supplier so my order was no longer available (note. The suite is still able to be purchased though!) I was given the offer of a different suite online. Sadly, I chose the Stratus, a double settee, a right hand chaise and a snuggle seat. They were delivered in August. In September our first technician visit - a manufacturing fault in the chaise causing the armrest to become hard and leaning on wood while the back rest had lowered. A replacement was delivered in late September. In November another technician this time for the double settee, Pigment lifting along seam in centre of seats, another settee replacement delivered in December. In January another technician visit, because of new chaise sofa - no manufacturing fault but backrest is lowered and to be expected after 2-3 years.... it’s 4 months old at this time. August 4th technician visit, armrest is like leaning on wood, no back support and he states it’s not fit for the purpose, cardboard internal supports have broken (cardboard!!) and backrest had lowered significantly which is expected over time - the settee is now 10 months old. Replacement parts will be fitted.... in NOVEMBER! I want my money back, as per Next refund policy if item is not fit for the purpose, it’s not. It’s shoddily manufactured, uncomfortable, 4 technician visits in 10 months, family disruption, my time disrupted, not just for technicians but for pick up and deliveries. 2 replacement settees and 1 internal repair. How long before next technician has to come? My guess is a month. Customer Service is “so sorry there’s nothing we can do”. £3750 down the toilet. Don’t buy a suite from Next.”

Helpful Report

Posted 5 years ago

“The quality of the furniture is very poor and follow up customer service virtually non existent unless you are prepared to spend hours calling them. I have been offered what amounts to £15.00 as compensation following a catalogue of errors and poor quality ptoduct deemed not fit for purpose by Next's own engineers.”

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Posted 5 years ago

“f I could give zero stars I would If I could give zero stars I would. This is probably the WORST customer service I have ever received. I placed order for a new sofa, loveseat and footstool at the end of March 2019 with a 12 week delivery time....I’m still waiting and now being told it might be November but they can’t be sure. Every month it’s put back because of issues with the supplier yet twice Next have attempted it deliver half of my order. They were told multiple times before hand that I don’t want it but persisted anyway making threats to charge me £30 if I didn’t accept half of my order or that it would get lost or damaged in their warehouse. They obviously don’t want it take up space in their storage and want me to start paying for an incomplete set. Their customer services are a complete farce. They should probably take some training courses about communication and returning calls to their customers. Absolutely disgraceful for what is supposed to be a reputable company. Bunch of GREEDY PIGS”

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Posted 5 years ago

“in Dundee Overgate on Friday, needed baby clothes fabulous guy very knowledgeable and pleasant. don't know name long hair 20 plus lovely nature. Thanks”

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Posted 5 years ago

“A chair purchased in 2015 now has a spring poking through. This is with normal wear and no one heaving sitting on it. I would have expected this item to last far longer without problems. Poor workmanship, I will not be buying furniture again. Next to not want to know. They only guarantee for 12 months. They obviously only expect it to last that long.”

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Posted 5 years ago

“Excellent service”

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Posted 5 years ago

“Excellent products every time and the delivery team are very reliable. A+ consistent service every time I buy online or in store. Thanks. A happy customer”

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Posted 5 years ago

“Love the quality of clothes for my girls from here, long lasting and lovely quality. Will always recommend the clothing and furniture from here.”

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Posted 5 years ago

“I absolutely love next and there online range.”

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Posted 5 years ago

“So disappointed with the apple scented candle it has absolutely no smell whatsoever....for £10 i definitely expected more, had much cheaper ones that are better :(”

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Posted 5 years ago

“We ordered a sofa in a next store, were told delivery would be 6 weeks. That time has passed and we got a letter saying it was delayed and “more likely to be around” another 6 weeks. Far too long to wait, we need something to sit on! Rang to cancel, no apology and they didn’t sound surprised. Off to order from another company.”

Helpful Report

Posted 5 years ago

“next took £24 out of my bank account recently ive rang up to ask why the money was taken on 3 occaisions i was told someone from recovery will call me back 10 days later still no contact from next”

Helpful Report

Posted 5 years ago

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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