Next Reviews

Name: Next
Rating: 3.52

3.5 Rating 1,300 Reviews

64 %

of reviewers recommend Next

Company Reviews

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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 // 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 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.”

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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!”

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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”

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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.”

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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”

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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.”

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Posted 5 years ago

“Great products.”

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Posted 5 years ago

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

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Posted 5 years ago

“Grey chinos. Bought these last week,already have them in dark blue and was very pleased to see them in grey. Unfortunately, I decided to wash them first as would be easier to iron. Only washed with white bed linen ,but was disappointed as they had pink streaking all over them! Be interested to see if that happens to anyone else. Have not returned, as I would probably be blamed for not washing them correctly, although I absolutely did!”

Helpful Report

Posted 5 years ago

“Bought a new duvet set online, used a gift voucher to pay for part of it and had it delivered to my nearest store. Communication was effective telling me when the delivery was taking place and when could collect.”

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Posted 5 years ago

“Fantastic service. Had to return 1 item to shop and fab customer service. Courier was lovely.”

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Posted 5 years ago

“I purchased 2 tops from next both similar material they both have shrunk. I washed them separately as per instruction very disappointing”

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Posted 5 years ago

“Great Experience at westfield shopping centre shepherds bush. Bahja's salemanship was excellent! Very knowledgable, courteous and friendly. My wife and I are longtime customers of Next, and we appreciate the non-aggressive sales approach exemplified with Bahja. Thanks again for a pleasant experience at Next.”

Helpful Report

Posted 5 years ago

“Visited Next, Brent X, today. Only one staff available to help customers and she spent her time with one lady.I waited over half hour for her, as she wasn't free and there was no one else I went to the other 4 furniture shops in the complex and went back to Next as I had identified a couple of items that were of interest to me.I was looking around for someone and spotted the security man who I mistook for a sales staff.He kindly offered to get someone for me and he did by shouting across to someone towards the back of the shop that a customer was waiting for some assistance.He then stood around for a while for that person to come. Then he told that person again and told me the person he spoke to will come to me when he finished what he was doing.I stayed for almost 40 minutes and decided to come away as parking is allowed only for a limited time.Just then I saw a young man going to the computer and after spending a few minutes at it,he looked at me, hesitated , stopped himself from coming to me, then turned round and walked off disappearing to somewhere at the back.My mobility is not very good and I was towards the front of the shop trying out a chair I liked. As he was told where I was he could have spoken to me. The shop was not busy at all. I am extremely disappointed at the lack of sales staff and the attitude of those who are there which was a striking contrast to the service I received from the staff of the other shops in the complex I visited.”

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Posted 5 years ago

“Thank you Karen J for your help at the till, at Kingston Park. It really helps when your staff help and are really approachable Thank you”

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Posted 5 years ago

“After waiting nearly 10weeks for my delivery wrong item has been sent to us,not happy with customer service at all,won't we ordering on next website in the future,very disappointed!”

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Posted 5 years ago

“Fantastic service from Sheila in Stratford-on-Avon today.. Lovely helpful girl. Thankyou”

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Posted 5 years ago

“Great online service and fast, efficient delivery.”

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Posted 5 years ago

Next is rated 3.5 based on 1,300 reviews