Name: Next
Rating: 3.53

“Excellent response to a furniture defect enquiry. Quick efficient service and good communication. Cannot fault the aftercare service ....well done Next!”

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Posted 4 years ago

“Brilliant customer service Especially , Matt how works at Media city store.”

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Posted 4 years ago

“Donna and several other ladies at the Merry Hill store were absolutely brilliant when they 'lost' a parcel for me on Saturday!! Things do go missing, that's life, but they couldn't be more helpful. I had a phone call the following day to say they had found it. 🙌🏻🙌🏻 Wish they could find all my odd socks🤭 So thanks ladies, really appreciate your help. Great staff all round.”

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Posted 4 years ago

“It is friendly, well priced and prompt service”

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Posted 4 years ago

“Order made on 10th of September. After a week received an email that I returned the stuff I order, not true...No refund, still waiting for it. Spoke with the courier and the parcel never arrived to them to be delivered. I will keep you posted if I will get the refund. Don't recommend.”

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Posted 4 years ago

“We ordered a sofa on 30th June 2020, when ordering online it said it would take 11 weeks for both sofas to be delivered. Today being the 15th September some 11 weeks to the day and several phone calls, we still don't have our sofas. I spoke to next on 12th September to be told that from 15th September we would be able to arrange delivery of our sofas. Today I've contacted next home to be told that the large sofa isn't available. Apparently it's being delivered into their warehouse today and I need to ring back in 72 hours when the sofa has been quality checked to then arrange delivery. When ordered both sofas and going to my next online account it reads the following message "tracking is unavailable. However, don't worry your parcel should be on it's way as expected" this is a complete lie from next as my item isn't on it's way as expected.......I don't know when my sofas will be arriving. Next don't stick to their promise of delivery date & they don't communicate with customers, as stated above I've had to make several phone calls to find out what is happening with my sofas.”

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Posted 4 years ago

“Bought opus chairs only 7 years ago phoned to complain the faux leather peeling all over and splitting at seams. We are pensioners and they only have light usage. Customer Service experience was awful - first call put from one adviser to another told they do replacement covers to go into Store for further information. Travelled 28 miles round trip to nearest Home Store to be told they dont do this and have never heard of it. Given phone no to phone and ask 1. Had these chairs been recalled (no longer available!!!!!!!) 2. Had any other customers experienced similar problems After phoning and listening to 'awful' music for 15 mins was given an option for them to phone me back. Eventually 1hr 15 mins later was phoned back and she told me she would get back to us after she had looked into it. 1 hour later she told us after 7 years this would be classed as just normal wear and tear. They have not been misused as only 2 of us. Buyer beware these chairs cost nearly £400 for 4 and customer service was awful. I certainly won't be buying again she even suggested I might want to choose an alternative chair!!!!!!!!!!!!”

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Posted 4 years ago

“This store Ideally should close it as the services are not there. Wastage of time and your money. I ordered item3-4 times and when I reach store for collection it is not there. Their customer service is RUBBISH than anything.”

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Posted 4 years ago

“GARBAGE customer service from the online furniture department. Perhaps stick to clothing and accessories if this is what happens when you move away from your core business. Utterly disgusted.”

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Posted 4 years ago

“Ordered two pairs of Hypercurve jeans, both same size but different colours. One fits perfect the other I cant get on at all and too short. Also website doesnt allow for me to collect in my local store.”

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Posted 4 years ago

“Odered 11 items on 2nd July, I understand it can take 28days for sale delivery. The time passed and I messaged and was told 28 working days. More time passed and still nothing. I was then told 46days. One item arrived. Then nothing. I contact again to be told "just be patient" it's now 65 days later and I'm still waiting on items. Absolutely terrible service”

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Posted 4 years ago

“Having purchased a bed and mattress back in May, spent over £1,100 to treat after working long hours, what a disaster, Bed was terrible the noise it made was horrendous and the kingsize mattress it had the worst chemical smell and still today I am waiting to return and get money back its stuck stinking my hall way out. I choose Next due to name, it took nearly 4 weeks to speak to someone a further 3 weeks to get bed collected and I am still stuck with mattress in September, please never use! I was helpless and had weeks with little sleep, they ignored and simply blamed demand, digusting.”

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Posted 4 years ago

“Purchased Tankini online. When I picked it up it was minus the bottoms. The product was advertised as a tankini not tankini top. When I checked the White Stuff website for the same product it was very clear it was only the top. Lovely product though so I will keep it but just beware that, in my opinion, it is incorrectly advertised.”

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Posted 4 years ago

“The issues experienced while trying to resolve what should be a simple problem have been quite dreadful. Not only did Next ship and order of mine to the wrong address, they subsequently closed down my account. The order (which I never received) was added to a Next credit account, and since my account was closed upon Next finding the order had been shipped to the wrong address I sought confirmation from Next that I would not be liable to make any payments against my credit account for this item. They confirmed to me that I didn't have an outstanding balance on my account and would therefore never be charged. Over a month on and I am continuing to receive threatening non-payment letters, emails and SMS messages for an order I never received. I have tried email but I never get a response. I resorted to Twitter, but they're unable to help with credit account issues. I am unable to speak to anyone because the phone lines are consistently too busy and therefore frequently either hit a voicemail (and never receive a call back) or simply get an automated message saying they're not currently accepting inbound calls. The level of incompetency on display is frightening. It boggles my mind that they remain in business if this is how customers are treated.”

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Posted 4 years ago

“Never enough staff on the tills, every store in Coventry can leave 4-6 people waiting to be served and only one staff member on the till plenty of staff wondering around doing nothing though!”

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Posted 4 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

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Posted 4 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

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Posted 4 years ago

“Easy to buy online, they tell you if stock is available and if not when it's likely to be delivered.”

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Posted 4 years ago

“Always have fantastic customer service”

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Posted 4 years ago

“Ordered flowers and chocolates for a family members birthday. Very disappointed with the flowers looked very poor and no chocolates in box. Tried phoning many times and left 4 emails and not one person seems to care or willing to help/ listen to feed back. Very disappointed.”

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Posted 4 years ago

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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