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

“Poor. Service”

Helpful Report

Posted 5 years ago

“Next next next oh dear what can I say, in a country that is almost going into lockdown next decide you bring there sale forward so they don’t miss out on sales, putting there employees and customers at serious risk of infection, with no social distancing this is thoughtless greedy and very stupid. Next then decide to shut shops and warehouses after taking thousands of orders from customers, they’ve announced they’ll cancel all orders, customers pleaded with next saying they’ll wait as long as it takes for there orders, You’d think this would help the company, But no next cancelled orders now customers are having trouble getting refunds, done have only been refunded half, some who paid cash were refunded credit on there accounts without being asked, some haven’t been refunded at all it’s been over 2 weeks. Next seriously need to stop being so stupid and get things sorted, there are people reading messages and emails as they are working from home, they are totally ignoring people. I hope when this is all over we remember the retailers that were helpful and kind and continue to shop with those retailers only”

Helpful Report

Posted 5 years ago

“When staff get to hear on the news that stores are closing. With today's technology there is no excuse to communicate with your loyal staff. Great personal skills NOT, ought to be ashamed 😡 Next”

Helpful Report

Posted 5 years ago

“Oh dear what has happened to Next. Have been a loyal customer for years but never again. I ordered a media unit and sideboard. Van turned up and said they could not park so could not deliver. Yes I live in a flat on a main road but John Lewis, DFS, M&S, Fishpools and many others manage to park - otherwise how are we going to get furniture. Cancelled the order and will shop elsewhere from now but expect will now have to fight to get money back......”

Helpful Report

Posted 5 years ago

“Brilliant service from next and quality of items which arrived on time. Quick and easy collection from my local next store. Thank you.”

Helpful Report

Posted 5 years ago

“Worst customer service, let down and constant lies. They do not care about customers becareful ordering from them. Gone right down hill.”

Helpful Report

Posted 5 years ago

“Never would I have thought I would be leaving a 1 star review of NEXT. I used to love everything NEXT did. My home furnishings are testament to this (as is the contents my wardrobe). After a recent purchase of over 3k of furniture the love I once had for this company has gone. I have found them to be at the BEST incompetent and at worst liars. I would never reccommended anyone buy furniture from NEXT. The stuff they have on display in the showroom are often not what they send out from their factories. The staff have no idea when new ranges and models are released and have absolutely no say in what designs the factories build so it's pot luck what turns up on your doorstep. For example the sofa they delivered to me was built on the 25/1/2020 it is a completely different design than what was ordered. The model I ordered is still on sale on the internet and in the March magazine. The staff in the stores are still selling it they are not aware of any changes to the model. After several weeks of phone calls they now agree with me its not the same sofa. After speaking to the factory NEXT have been TOLD it's a new model!? NEXT have no say on this apparently it's normal? I do not understand how this is even possible? You can not run a business like this.”

Helpful Report

Posted 5 years ago

“Ordered 2 sofas in Next store to be delivered, very happy. Went home. Looking at the receipt realised the Next staff member had ordered the completely wrong colour, not the swatch in front of her! Went back to the store, she had gone to lunch. Another Next staff member cancelled the 2 sofas for us on the phone to customer services as Next did not actually do the swatch colour given, telling us a refund will be issued in 3-5days. An email also said 3-5 days. Then another email the next day said no refund for 10 days. So we called them up, it certainly is 10 days!! Both Next Store staff and Next customer service staff by email both stated 3-5 days for a refund. So now they have my £3,000, I can't go elsewhere to buy sofas as Next have my money!! Next - please inform your staff to tell customers the correct information. 10 days is a long time to have my cash!”

Helpful Report

Posted 5 years ago

“Not sure what's gone wrong with NEXT in recent years but I'm absolutely appalled. As a loyal customer of in excess of 20 years, I used to sing their praises but after my most recent purchase that's all changed. I ordered a chaise lounge only for half of the item to be one model (heath) and half another (stamford). After 2 weeks of phone calls and contradiction from customer services they decided the outcome was that the supplying manufacturer changed the model. Liars! An external company agreed with me 100% but next would not listen. NOBODY in customer service, Any of the shops, managers or the complaints department were aware of any changes but because the manufacturer said it had changed, without any authorisation, that was that. Furthermore they are STILL advertising the version I ordered, 3 months after the alledged change, on the website, in the recent brochure and in the stores (where I have actually sat down with mangers who have told me there have definitely been no changes and what you see is what will be delivered). Bare in mind if you order anything off this company they can literally send you ANYTHING and just CLAIM the model has changed!”

Helpful Report

Posted 5 years ago

“Purchased bed and mattress was told 1500 pocket sprung mattress compatible with slated base bed cost £950.00 4 year guarantee on mattress was told by staff would not sag at sides will keep its shape as need firm mattress for disabled husband WRONG mattress sags got a hump down middle of mattress ,been now told softening in both sleeping areas will accure and is a natural characteristic of this mattress, so it's now only fit for the dump as husband slip of side while sleeping causing a black eye and neck pain.so it seems that sales come before customers safety”

Helpful Report

Posted 5 years ago

“First I've been forced to even give you one star ..what a total shame about next quality of clothing..I've shopped at next for over 35 years and used to boast what fantastic quality it was ..now its disgusting boring display in window display and the last straw was next mens briefs fell apart inside 4 weeks and a what I thought a smart t.shirt went from large to xxl in 2 weeks...dismal and sad to say 😑”

Helpful Report

Posted 5 years ago

“Absolutely appalling. Will never use them agajn”

Helpful Report

Posted 5 years ago

“1st attempt at delivery aborted as large lorry couldn't park on high street. 2nd delivery a week later was missing the mattress and they didn't build the 4 large items I had paid to be built. They were only delivery men but I had paid for build as well. I work for NEXT. This is not an experience I would wish on anyone. This was my new home and for 2 weeks I have sat and slept on the floor.”

Helpful Report

Posted 5 years ago

“Item ordered for next day delivery (£3.99) before 1 o’clock! Tracked with courier who advised would be delivered between 10 and 2 - waited in all day, still no sign of parcel! Not good enough Next, sort yourselves out!!!”

Helpful Report

Posted 5 years ago

“Bought a whole set of dining furniture what a disaster, damaged on arrival, courier useless, complaints, refunds and customer service absolutely incompetent. It took 6 months for them to sort out. Made the mistake of buying a lamp which was faulty and had to be returned. Bought a room diffuser which was faulty and was exchanged and now I can't get the refills. This company has gone down the pan rapidly and for me and mine it's not next it's NEVER AGAIN.”

Helpful Report

Posted 5 years ago

“Please be aware. I ordered a nest of coffee tables £3.99 delivery. They were wrong colour so I wanted to change them. Got charged £30 to return and told it should have been £8 delivery and I was lucky!! They couldn’t just take back the original ones at the same time the ones I was re-ordering were delivered!! I’d already spent £2,500 with Next in the last couple of weeks and been messed about with a shelving unit that was in stock. No delivery date was given. I went into store and was told a week, after several emails someone rang and said it was nearly 6 weeks til delivery. Terrible company that won’t budge at all to keep good customers. Will never set foot in this awful store again!”

Helpful Report

Posted 5 years ago

“Have been purchasing clothes from Next for the past three years and love their range of both women's and men's clothing. I also love that they have a wonderful range of wide fitting shoes. Service is outstanding, I actually receive my parcels quicker from them in the UK, than from many stores in Australia!”

Helpful Report

Posted 5 years ago

“ABSOLUTE RUBBISH --AVOID THIS COMPANY AT ALL COSTS.”

Helpful Report

Posted 5 years ago

“Beaumont Leys store Leicestershire is the worst store ever. I decided to return and to give them the benefit of the doubt but oh my god they are useless!!!! one occasion I stood waiting in the queue......... and waiting......... and waiting whilst the staff member was chatting and the return visit was knocked out of the way with a stock bin, how rude and ignorant, so needless to say twice is enough to visit and so ordered online and arranged for a couple of items to be collected by courier and you know what I'm going to say...........the courier never came and the return never got collected with no communication from Next at all and the online chat was too ridiculous for words if it wasn't such bad service it would be hilarious, as a first time customer can definitely say won't be a customer for a second time, cannot believe this is NEXT expected so much more. I deal with online orders often and all other retailers and companies I've shopped with are always spot on I know Next won't even care about this review but hopefully it will assist other shoppers in deciding to spend their hard earned cash elsewhere. .”

Helpful Report

Posted 5 years ago

“Home delivery today In middlesbrough, Kendra and Simon amazing, so friendly and helpful. It came on time , there were in , cleaned and out... outstanding service thank you”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,300 reviews