Next Reviews

Name: Next
Rating: 3.53

3.5 Rating 1,286 Reviews

64 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,286 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

“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!”

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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

“Always good quality versus price 👌”

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Posted 4 years ago

“Good well organised”

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Posted 4 years ago

“I ordered a north face jacket for £175 on the 1st of September, then received an email saying it was delayed to the 19th of October. I though fine okay, maybe due to the pandemic it may be hard to get my item shipped so I was patient and didn't say anything and waited. Now I received an email today on the 15th of October to make sure my jacket was arriving on the 19th and saw an email saying that it was delayed to the 7th of December! I wanted a warm jacket for the winter which is why I ordered it but there's no point if it's going to keep getting delayed. I want the jacket by the 19th of October or a full refund. This is not a £10 top, I paid £175?! I am only 17, and i saved up my own money, this is so disappointing.”

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Posted 4 years ago

“Treat NEXT the same way they treat you. Need i say more.!!!”

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Posted 4 years ago

“Next is a joke. I actually received an email for another person. I hope she gets it and gets her problem resolved because they certainly have not resolved mine. They don't have a clue what they are doing. If they communicated and took the time to look into peoples problems maybe that would help but that is not happening. Will never buy from them again.”

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Posted 4 years ago

“Ordered paint to ge del 8th oct didnt arrive tried to speak to someone on online chat donna couldn't help she passed me onto zahrah at 9.43 said il be a moment its now 9.58 still nothing .wont order anything else due to your bad customer service and using hermes”

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Posted 4 years ago

“Such a great choice of modern and affordable clothes. Good petite range.”

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Posted 4 years ago

“Ordered clothes on 2/7/20 delivered 23/920”

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Posted 4 years ago

“Great products quality and prices easy to use website”

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Posted 4 years ago

“Staff need to learn how to speak to customers. I was not helped with my collection , I am elderly and find it difficult during this pandemic. A member of staff on the shop floor came to my shoulder to get ref number I had to ask her to move away , your staff need training . I will not go in again .”

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Posted 4 years ago

“Good delivery service and it has a good range of brands available which are then convenient to collect at a next store”

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Posted 4 years ago

“I had a problem with my sofa when I bought it and contacted customer services I have not had the decency of a call back despite complaining several times and them sending out a chap to check it. I now have a piece of wood under the cushion as this is the only way I can use the sofa without getting a bad back very disappointed and upset beware if buying any sofas from next 😡😡”

Next 1 star review on 29th September 2020

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Posted 4 years ago

“Excellent aftercare services. Furniture defect dealt with efficiently and professionally. First class communication .....well done Next.....would totally recommend.”

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Posted 4 years ago

Next is rated 3.5 based on 1,286 reviews