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

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 have had an account with Next for so many years I've lost count. I have shopped at Next since the mid 80's. I never pay the minimum amount, I always pay more. I last ordered from Next in March 2020. I owe just under £600. I paid £150 last month. So imagine my surprise when my credit limit is reduced with no contact and I get an automated message saying I can't have any credit and 'must pay for my order on this occasion'. I made another payment expecting this to change and credit to be restored, but no. Still says £0 credit available, yet I've paid £150 this month alone. What are Next playing at? I appreciate they are concerned that people may default on payments in the current climate, but I am sure there are people who owe far far more than me, who miss multiple payments and have a history of bad debt. Come on Next. Loyal customers with a good payment record should not be treated like this. I won't be buying from Next again. Not impressed.”

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Posted 4 years ago

“Next is great of you want your furniture delivered smashed, not assembled and delivered half a year after your order. Save yourself the time and just buy ikea. Note in the picture smashed wardrobe awaiting removal (4weeks), and 2 chest of drawers dumped in the hall/fire escape!”

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Posted 4 years ago

“Really great choice of stylish Christmas presents for the whole family.”

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Posted 4 years ago

“Ordered a rug online and received confirmation that it will be delivered on certain day. Made an arrangement for someone to get the delivery on that day but they failed to inform that there is delay plus when rang to customer service , advisor was so rude, feel like he didn’t want to talk to me.. I experience such a bad customer service.... no order number given so when rang customer service they traced my item with email ID.. I won’t recommend Next. I can understand delay if it was explained but customer service is disgusted.. I will not shop Next again.”

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Posted 4 years ago

“Thankyou to the young lady who was so helpful today in your Bury Branch, Men's department today, 3rd Dec. Nothing was too much trouble. I purchased what I went in for but without help I wouldnt have managed.”

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Posted 4 years ago

“Purchase a set of Sofa's, which were faulty, they sent someone to repair, after two attempts, told that they were not repairable, and discontinued. Offered replacement or refund. Sofa was collect over 6 weeks ago, Still no refund received.”

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Posted 4 years ago

“I had previously read a few reviews about Next taking money they shouldnt have taken from your bank account after online orders, but I didnt believe it to be honest. Now it has happened to me :( I ordered some Christmas gifts, money was taken from my account (bank confirmed Next took the money) and no order arrives. Called customer service and had a complete cow of a service agent basically laugh at me. Nasty crew”

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Posted 4 years ago

“Do not purchase Grey & White 16 piece cutlery set. The pattern is disappearing before my eyes and I've not even had it for a year! It states dishwasher safe - but I use a low hear 'eco' wash and it looks pretty bad. They wont exchange even the product not even a year old - no receipt as was a gift from months ago! I'll never request a gift from Next again!”

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Posted 4 years ago

“I am absolutely decussed by the service we have recieved & will never buy from next again! Totally incompetent & have never been treated this way before. We ordered lights for my daughters 18th birthday & have been promised 3 times that the lights will be sent in time & had 3 emails following to say about a dalay when adviser's have said the stock has been available. I was advised by a guy called mohamid last Saturday we would recieve them today(Tues) 7pm - 9pm recieved another email this morning to say another delay today. He also promised a full refund & a £10 gift card which we haven't recieved & payment was made at the time of first order which I want back ASAP!!!. All advisers have given false information. We've been left with no lights for our daughters 18th birthday & it's too late to get them from anywhere else now. I always believed Next gave good service but nothing other than cowboys who give falsh information. I will be taking this complaint further”

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Posted 4 years ago

“My daughter ordered Next footwear for my birthday and sadly a size 11 and 12 arrived so unable to wear....”

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Posted 4 years ago

“I wish I could give no stars but not an option, and also wish I read these reviews before ordering a table and chairs, which I have had to cancel because of them messing around with the order (one minute it’s in stock, the next it isn’t!). This was about 4 weeks ago - received partial refund (which took long enough!), still waiting for another £8 to be refunded, they took the money easily buts it’s an absolutely nightmare trying to get it back. Very frustrating and I have now had to refer it to the financial ombudsman. Surely this is fraudulent. Extremely disappointing ‘service’, I will never go near this company again and advise others to be careful before considering buying anything from them.”

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Posted 4 years ago

“After Six phones calls the items I ordered have been sent to the wrong address very bad customer service. I was told the problem was sorted out clearly it was not.”

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Posted 4 years ago

“JOKE OF A A COMPANY. Ordered a sofa on the 4th of October with a due delivery of the 7th of December just in time for Christmas) Great !. To be then sent a notification that they had failed to capture funds on the 31st of October and I had 14 days to call and organize payment. Called and told they will try and capture funds another 3x during the 14 day period, money was in the account and ready. No payment was taken. Called on the 10th day to ask why payment had not be taken and to pay it yet only to find out it had been CANELLED. Was offered a measly £30 gift voucher for the inconvenience and re-order of a sofa with the delivery date kicked to end of January. hours spent waiting to speak to someone on the 4x occasions I have had to call getting passed from pillow to post between credit/home department each time being told departments are not open and need to call back before 6pm... Avoid. Total waste of time & frustration that's not really needed right now from a company that cannot even follow procedures stated in the email to the customer. Now time to search for another sofa from a more reputable supplier, Wish i would of read these reviews prior.”

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Posted 4 years ago

“Next is an absolute disgrace. Why on earth do they even bother to have a customer service team when they are absolutely useless. Waiting 2 months now for delivery and still no delivery date!!!! We ordered over £600 worth items in September and the 2 wall lights have never arrived. We were able to cancel those particular lights and order replacement ones but these haven’t arrived as yet either and Next cannot even give us a delivery date. Their staff either tell lies, provide inaccurate information or simply fob you off. Does make one wonder if Next is on the verge of going bust.”

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Posted 4 years ago

“Ordered 5 pairs of Skechers trainers size 6, but received 2 sixes, an 8,9 and 10, one of the 6s wasn't the right style. WhenI took them back the assistant treated me like I was trying to defraud/scam them. I showed her the order on my phone which told her what should have been in order. She never apologised for the mix up and snapped at me when I commented they must have been having a party at the warehouse. Even an 'oh dear' would have been acceptable. So two trips into shop and nothing to show for it. Think I am done with Next don't need to be put down when I am the one receiving bad service.”

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Posted 4 years ago

“Next is an awful company to purchase items from. The items are nice but the delivery of the items and customer service is less than 0. They never update you on the times they will deliver items they constantly delay delivery times and no one ever picks up the phone. On 2 occasions they have lost our delivery and once delivered just left it outside in the rain. Think twice before you order from the expensive taste! With poor customwr service, delivery and after care”

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Posted 4 years ago

“Item arrived broken. Terrible quality. Customer service appalling.”

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Posted 4 years ago

“It's ashame we can't give a -* for a review. As a lot of people have stated before, I too have been a customer of Next for many years and spent a lot of money with them. The recent debacle I had endured caused nothing but stress. After shopping round for many, many months for a new bedroom furniture set, I finally found the one I wanted. The Hampton range. I measured my room, organised where everything would fit and what would go where. I spent over £4500. I specifically ordered a midi wardrobe to put my workwear in. It wasn't until I enquired about where the 2nd part of my delivery was that I was told it was now discontinued. I asked how it could be discontinued as I ordered it 3 months ago and you took my money. I'd paid for it. In effect, they'd stolen from me. I was offered the option to buy a bigger wardrobe BUT I would have to pay for it first, have it delivered and then arrange a separate collection for the wardrobe I'd ordered which was smaller. Or I could arrange delivery of the smaller wardrobe first, wait for my refund and then reorder the bigger wardrobe. But doing that I wouldn't be guaranteed that the larger wardrobe would be available!!!!! I am writing to the Chief Executive. With over 20 years in the banking sector, and 10 years as a Consultant of Service Excellence, I can see the writing on the wall. If Next are in business in the new year 2021 it'll be a miracle. I implore anyone who is thinking of making a big purchase with Next to take your business elsewhere. I promise you will regret choosing them. The aftercare, as people have already mentioned, is deplorable. If like me, you'd made the mistake of placing your order before reading reviews, good luck! You'll need it. If on the other hand, you're doing your homework and reading these reviews first, then be grateful. Grateful that you've been saved from an experience from hell. If you enjoy stress, have oodles of time and patience, don't mind being robbed and lied to, please use Next.”

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Posted 4 years ago

“DONT ORDER FLOWERS FROM THEM! Sadly second flower delivery still not been delivered...no one knows where they are and whilst returning the money.. . a 60th birthday present hasnt been delivered yet again. Not reliable so stick with M&S ....better flowers and actually deliver! Another delivery been ordered but cant be guaranteed. DFD clearly taking Next for a ride and taking the deliveries for themselves whilst Next do nothing to challenge them but just order more through them!”

Helpful Report

Posted 4 years ago

“I would definitely not recommend Next if you’re purchasing furniture. I ordered a sofa, the wrong one was delivered.....twice! I spent ages on the phone trying to sort it out each time. Each time the delivery men delivered the new sofa they were unaware they were doing a collection as well, even though I specifically checked this on the phone with the Next advisor. They couldn’t fit it in the van which meant I had to sit in for hours, in total four times with a 7 month old baby waiting for them. I also ordered dining chairs from them, 2 were marked. When I rang to get these exchanged the chairs had sold out so they offered me a partial refund on them which I accepted. Obviously this didn’t go into the bank account so 2 weeks later I chased it. Spent 40 minutes on the phone and eventually did the call back option, never received a call back. So I rang again the next day and spent an hour waiting to get through to the credits team. Absolutely shocking amount of mess ups. Definitely didn’t expect that from a company like Next. When I was talking about it to the delivery men they said they have loads of customers saying the same thing to them. Also, I ordered multiple items in one order. One chair wasn’t available till December but the other items were available sooner. They send everything out together which meant I would have had to wait till December for everything even though the other items were available in September! I only found this out by ringing them up to query it.”

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Posted 4 years ago

Next is rated 3.5 based on 1,300 reviews