Name: Next
Rating: 3.53

“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?”

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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.”

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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”

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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?”

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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!!!!”

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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”

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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.”

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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.”

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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

“I purchased a next item through online shopping which I was encouraged to collect at my local next store. When I collected it I was encouraged to try it on at an adjoining fitting cubicle and told the lady i would keep the jumper on as I continued shopping. Another assistant stopped me when she saw a label on the jumper, and insisted that I go with her to 'check' that the item was paid for. She then, asked my husband if he had paid for the duvet cover he was carrying, (we had said at the payment desk that we had not wanted a carrier bag) she looked disbelieving at him. She did not offer ANY apology for her behaviour. We were all very disappointed with this experience and would have expected better.”

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Posted 5 years ago

“Went to your castle point next store amazing service marie served me what a lady so helpful just wanted to let you know thankyou 😀,”

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Posted 5 years ago

“Excellent next day delivery service”

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Posted 5 years ago

“Absolutely shocking customer service and just such illogical systems. I went in store and ordered some boots for my daughter. I asked for them to be delivered on Friday after 1pm which they were not. They were delivered before 1pm when I wasn't in. Hermes left a calling card which should have let me track my parcel however when you go online you cannot track it as the calling card number is not recognised. Rang Next twice. The first time they said they would arrange for it to be re-delivered which it wasn't. The second time I rang I was told that they cannot over-ride the system and I need to go back in store to either re-order the item (which I have already paid for) or receive a refund as the parcel cannot be tracked. So to sum up, I paid and ordered for my parcel. It wasn't delivered when it should have been. Then when you ring through you are told they cannot track the parcel either and it needs to be re-ordered either from the original store the order was placed at or cancelled for a refund. However NO ONE seems to know where the original parcel, for which I received a calling card for has gone. The whole process is just nonsense and honestly not worth shopping with Next for - you get much better service from other companies.”

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Posted 5 years ago

“The Ellison Bar Set is a self-assembly set consisting of a table and four bar stools. They all went together easily enough; they were clearly made of cheap materials -- but hey, they were cheap to buy. The table is ok -- nothing special, but it's fine and neat enough. But the stools are absolute deathtraps. I cannot BELIEVE these things passed quality assurance! The self-assembly bit aren't particularly strong, but the most dangerous part is the fact that the stools are held together by four tiny (2cm) plastic pegs that slide into little braces under the seat. The pegs come out of the braces with only the slightest movement, such as that caused by simply sitting on the stool. This can be averted if you literally hold the thing together with your hands as you sit, but lose concentration or -- god forbid -- try to relax and you risk the braces breaking, the metal buckling and the stool utterly collapsing. You should not buy this bar set.”

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Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

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Posted 5 years ago

“Fantastic service in all areas. Regular mail updates, accurate delivery tracking and a top quality service on arrival. The delivery chaps were really friendly and efficient in terms of loading out and assembly. Small things like wearing over shoes and excellent customer interaction make a big impression. I can’t praise NEXT enough for the impeccable service given. A lot of other companies should take a look at what real service looks like by following their lead”

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Posted 5 years ago

“Really disappointing service. What is the point of promising next day delivery if you cannot meet that promise? I ordered items on a Sunday. Delivery was pushed to the Wednesday, then Thursday, now Friday. That is too late and I only ordered as I needed the items for an event. I will not be using you again as you just don't know what customer service is.”

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Posted 5 years ago

“Terrible experience ordering an item from Next. Cancelled item eventually. They got everything possible wrong. Delivery time, address etc. Numerous phone calls and speaking to numerous members of staff did not resolve issue!”

Helpful Report

Posted 5 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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