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

“Beware delivery wait times I have just read comments on delivery and stock and I too have been told instead of 14 day delay as waiting for stock I have to wait another 7 days Humbugs Christmas will be coming and gone , with your pushing back dates on delivery . Also be aware the original delivery showed 4 items 1 has been delivered With no explanation . 2 are showing out for delivery which is planned for today although told when I called will not happen for another 7 days. one item has been charged but not out for delivery or received Or showing on my next app anymore . No explanation so have to call their virtual chat was talking as Hannah then it said gurvav left the chat so 2 different people the system is broken . Found a free phone number ‭0800 587 7758‬ and was put through to Hassina in Liecster this morning . Honestly no trust would definitely consider ordering anything especially the clearance as will take several weeks . No updates get your act together your customers are missing out and are being left out of pocket . Ordered on clearance Black Friday deals . With many High street shops disappearing because of poor management and teething problems I would look at these comments to build business not one reply from next to anyone one of the comments . So this says genuine reviews are your customers lying on other review sites , think not gods or bad . If you were genuine you would reply .”

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Posted 5 years ago

“Absolutely awful customer service at Next Kingswood. Rang them to discuss. Just passed me onto someone else without saying that they were going to. The manager asked me a question and then proceeded to just speak over me without listening to my response. They used to be a really good place to shop with good service. They don't seem to be bothered about who they employ now. I will NEVER shop there again EVER.”

Helpful Report

Posted 5 years ago

“I’ve never ordered anything from Next before this month and I ordered a Christmas tree, in store, to be delivered to my home address. I was told it would arrive the next day. Nearly three weeks later and having made three phone calls to find out why it had not arrived, I was told it was out of stock. I’d been given a different reason why my order hadn’t arrived every time I called. I’ve cancelled my order and I’m waiting for my refund.. which so far still hasn’t arrived and that was a week ago. I’m very disappointed and would not recommend this stores ordering, delivery or customer services to anyone. I’ve had a very unprofessional, inconsistent and uncoordinated experience.”

Helpful Report

Posted 5 years ago

“Over the last few months I have experienced Shocking customer service in regards to deliveries and complaints . Nothing delivered on time and waits 5 to 6 days for goods to arrive. Next promised to sort out the problem with Hermes and unfortunately there was no improvement at all. It gets very frustrating having to ring up all the time and for there to be no improvement. Things are starting to come to a head and I will he looking at taking it further. I know it’s not the end of the world but when you pay for something and then you do not get customer satisfaction time after time it becomes personal.”

Helpful Report

Posted 5 years ago

“Having purchased a personalised embroidered item for Christmas at my sisters request, I was surprised to receive the item with an entirely different typeface to the one pictured, though I was not all that perturbed initially as I thought it would be an easy enough fix for Next to send out the item that was pictured in the listing. What ensued was weeks of back and forth, both on the phone and via email to Next's "Personalised Gift" service desk. I spoke to several very polite, and friendly, but ultimately powerless Indian staff, to be repeatedly told that the item was from an outside provider and 'customised' so not eligible for any kind of return, correction or refund. And every time I managed to patiently explain the actual situation, of the item not being as pictured in the listing, I was told the issue would be forwarded on and I would be contacted once it was resolved with the outside supplier. Only I would be contacted days later by yet another staff member, straight back to step one, being told it is a 'customised' item and not eligible for any sort of return, correction or refund etc. By this point I've basically given up on the whole ordeal as I can't seem to speak to the same person twice and am constantly falling back to the bottom of their 'respond' list with no progress toward resolving this issue and no hope of getting the item. So much fuss for an item that at unit cost is probably somewhere in the £6 range and if it weren't for the fact my younger sister demanded it for Christmas, it would have been returned for a refund for loose threads and puckering around the embroidery as is. What a shambles!”

Helpful Report

Posted 5 years ago

“Great clothes, always shop here. My favourite place to shop”

Helpful Report

Posted 5 years ago

“I ORDERED TWO PAIRS OF LEGGINGS OF MY USUAL SIZE 10 BOTH OF WHICH WERE WRONGLY SIZED - I FEEL LET DOWN BY THE SIZING OF THIS PRODUCT WHICH IN THE PAST HAS BEEN VERY SATISFACTORY.”

Helpful Report

Posted 5 years ago

“Ordered sofa 12 th September due on or before 7 th November. Heard nothing. Chased it to find on delay. Next date 18th nothing then 23 rd nothing. Chased again delivery 27 th. refused to take cardboard etc off to get in door. Made arrangements for door to be removed. Deliv booked for following week. No show . They have now lost the sofa !! In a week . Really!! Have to order again . Fabric not available now . Xmas and no sofaDespite new carpet and decor . Disabled daughter and part with health issues. Disgrace. Going to cancel and go elsewhere which I should have done had I known how bad they are . Great Xmas thanks Next .”

Helpful Report

Posted 5 years ago

“Aweful !!! I purchased two jeans from store and ordered one online which supposed to be delivered in store next day after 12 pm. I got text message from next at 1:25 pm that my order is running late and i will be informed as soon as it arrives. One day after i called customer service and spoke with guy called Faisal and he said he will contact store and call me back to update but he didn't bother to call me back. I called after an hour again to see what's going on and this time I spoke with Emilia and she said the same. She left me a voicemail after some time that there is an update and if I can call them back. I called back and spoke with one another person and he said he will suggest to wait another 24 hours and if it doesnt arrive call us back to see what can be done. What an aweful customer service! next time no next.. I got call today again and i was told that they dont know where is this parcel gone and they are happy to give me refund. I will say to next "you dont need to be happy to give me refund, It's my right to get that refund as you cannot deliver what you promise to customers" I wasted my 3 days chasing next customer service and what i gained is they dont know where is their own delivered parcel. NEXT IS A WASTE OF TIME..”

Helpful Report

Posted 5 years ago

“Aweful !! I purchased two jeans from store and ordered one online which supposed to be delivered in store next day after 12 pm. I got text message from next at 1:25 pm that my order is running late and i will be informed as soon as it arrives. One day after i called customer service and spoke with guy called Faisal and he said he will contact store and call me back to update but he didn't bother to call me back. I called after an hour again to see what's going on and this time I spoke with Emilia and she said the same. She left me a voicemail after some time that there is an update and if I can call them back. I called back and spoke with one another person and he said he will suggest to wait another 24 hours and if it doesnt arrive call us back to see what can be done. What an aweful customer service! next time no next.. I got call today again and i was told that they dont know where is this parcel gone and they are happy to give me refund. I will say to next "you dont need to be happy to give me refund, It's my right to get that refund as you cannot deliver what you promise to customers" I wasted my 3 days chasing next customer service and what i gained is they dont know where is their own delivered parcel. NEXT IS A WASTE OF TIME..”

Helpful Report

Posted 5 years ago

“Shocking so disappointed in you Next! I bought a mattress from next over £300 after only a few months the memory foam mattress had sunk or dipped so far it was hurting my back to the point I could no longer sleep on it. I was only about 11 days past the no quibble 100 night sleep guarantee. I contacted next and they sent someone out to assess it and it was deemed this was natural wear and tear how can this be in just a few months?! A mattress is supposed to last years! I have since contacted 3 times and been ignored completely. Poor poor service have shopped with them for over 15 years but no more have avoided for all my Christmas shopping and would usually spend around £1000 this time of year. So so disappointed what happened to you Next?”

Helpful Report

Posted 5 years ago

“Ordered two items one arrived broken and one never arrived. No one emailed or messaged me to let me know my item was never coming and customer service was awful. Never purchasing from this company again.”

Helpful Report

Posted 5 years ago

“Ordered 3 sofas on the 12th September and we were advised that they would be available in 9 weeks. We had to call to find out if they had arrived as nobody had bothered to contact us by the 14th November. We were advised that only 2 were available. We then had to call again to find out what was happening with the third sofa as nobody had bothered to contact us again! We were then advised that we would be contacted on the 9th of December to arrange delivery of the 3rd sofa. The two available sofas turned up today, one is the wrong colour and the other one is damaged. Called customer services and we’ve been advised that it will be a further 10 weeks delivery time for the sofas. I’m far from impressed, I have elderly and unwell relatives staying for Christmas with no adequate seating. This is by far the worst customer service I’ve experienced from a shop.”

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Posted 5 years ago

“Brilliant”

Helpful Report

Posted 5 years ago

“Ordered two separate items of furniture, was advised by email one would arrive the next day (and it did), the other by or before 25th. No way of tracking, no further communication from Next, so I rang them. My order has been “updated” (but not to me) meaning someone will perhaps ring me tomorrow. No information when my item will actually be delivered or explanation for delay. Is this really the best Next can do?”

Helpful Report

Posted 5 years ago

“Next Hedge End parcel collection is a complete and utter shambles!! Never enough staff which results in customers being served out of turn. It isn’t rocket science to see that one member of staff cannot deal with customers queuing and those using the pin pad at the same time!!!!”

Helpful Report

Posted 5 years ago

“Struggling getting refund from order returned in store 14th of October, third week on with customer services now not even getting replies or acknowledgement that my issue is being dealt with. Have the original receipt confirming refund but still need to fight to get my money back. Awful experience”

Helpful Report

Posted 5 years ago

“Item paid for and delivery promised by 2pm next day. No communication so contacted Next following day. Goods in transit. Next day still nothing. Very poor service.”

Helpful Report

Posted 5 years ago

“Excellent service. Received my beautiful sofa and chair this morning, 6days from ordering, who else could beat that. I was kept informed regarding delivery with many emails and texts, a telephone call from the very pleasant delivery guys saying the definite time they would be with me. The tracker was brilliant. Delivered and all packaging removed. Well done the Next team and especially the delivery guys.”

Helpful Report

Posted 5 years ago

“Halifax next retails shop is the worst shop. We purchased an item that didn't fit and took it back. The customer service lady who is the assistant manager named RP was very discriminatory towards and did not follow any policy to reject the item. She asks for a receipt and we told her, its on account after which she proceeded to give some flame excuse. They don't treat ethnic minority fair. They”

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Posted 5 years ago

Next is rated 3.5 based on 1,300 reviews