Next Reviews

Name: Next
Rating: 3.52

3.5 Rating 1,300 Reviews

64 %

of reviewers recommend Next

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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 // 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

“At the Handforth branch of Next, I needed information on gift cards, returns and refunds if I paid in sterling but the gift card/voucher was for someone in Dublin where the currency is Euros. The assistant telephoned the manager who came to the checkout and between them they answered all my questions. They even telephoned a Dublin branch of Next to make sure the information was correct. Nothing was too much trouble for them. I'm just sorry that I didn't get their names. I've received very good service every time I've visited this store.”

Helpful Report

Posted 6 years ago

“Told delivery would be nxt day next day when unable to go out to get items get email stating won’t get items for a few days”

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Posted 6 years ago

“The staff very helpful, and extremely pleasant.”

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Posted 6 years ago

“I had a 3 pack of white shirts delivered to store, I opened it in front of the staff member, and the 3 dishevelled shirts were in some screwed up plastic bag and not in the next's correct packaging. Obviously been previously returned in bad order and they had the audacity to resend it. I Immediately got a refund and advise customers to open packages in front of staff. Very disappointing.”

Helpful Report

Posted 6 years ago

“Myself and my Wife, went in to the Next store in Colchester Essex in July 2018 to buy our new sofas, that decision turned out to be the worst one we had ever made considering we had a choice of shops to purchase our sofas from. We paid almost £1,500.00 for a snuggle chair and 2-seater sofa, the sales assistant took our money and told us there would be a 10-week lead in time which was accepted as we were decorating our lounge anyway. After the 10 weeks elapsed I received a text message stating our sofas were ready to be delivered with a date which I accepted. Well the day before delivery I received a phone call telling me the sofas were not being delivered as they were never ordered, I was gobsmacked and asked what the solution was and was told they will need to be ordered again and the wait time was 10-12 weeks. I again accepted this and next said they would loan me a sofa until mine has arrived. I received a loan sofa 9 days after this phone call and had been sitting on beanbags. The delivery team turned up and dropped off the loan and said they couldn’t set it up as there were no legs with the sofa so the just dumped it in my lounge. I phoned Customer services and complained again and was told they would send out a brand new sofa for a loan which I accepted AGAIN, when the delivery team arrived after another week wait they didn’t leave me the new sofa they took the packet off with the legs and fitted those to the sofa that had been in my lounge for a week. I again phoned customer services to complain and chase up my sofa that I had paid for. I was told it had been ordered and was being chased and that someone would update me on a weekly basis on its progress. This never happened the customer service is appalling. I decided to phone the senior management complaints department who were dealing with my complaint to be told the sofas I originally order was not being delivered to their warehouse until mid-December Meaning I would have to wait until after Christmas to receive them. I ordered these in July thats a 6 month wait. We then decided we had enough and that we wanted a refund this was last Friday 19th October and guess what I am still waiting. Never will I use them again. To anyone thinking of buying furniture my advice is think twice before using Next.”

Helpful Report

Posted 6 years ago

“Appalling customer service - ordered chair which was delivered after 6 weeks without the legs. No follow up communication from them. After several attempts from me order was rescheduled but then not delivered - again no comms - apparently they couldn’t find order so just cancelled it without telling us - will never use again”

Helpful Report

Posted 6 years ago

“On the 8th September I placed an order at a local store for a Hampton bed & mattress after being told 4 to 6 weeks delivery (by 20th October) and I was asked to pay the full amount of £2040.50p. As the 20th October approached (16th October) I contacted customer services and spoke to a lady giving the name of Holly. She informed me that I would definitely be contacted by the 20th October to arrange delivery and so I waited. The 20th of October came and went and no contact, so on the 22nd October I contacted customer services and spoke to a lady who gave the name of Sonia. After providing my order details I was informed that there was a problem with the supplier and they would not now be able to inform me of when I might receive delivery until at the earliest the 4th December. Next had had my money under false pretence for six and a half weeks knowing full well they could not make the lead time quoted, they apparently require your money 3 to 4 months in advance of providing a potential delivery date. Feeling conned I cancelled the order immediately and have sourced the goods from elsewhere, however, having had my money under false pretence for nearly 7 weeks already, to add insult to injury it apparently take 10 working days for the refund money to be transferred back to your account. It not so much buying good as providing interest free loans to Next, disgraceful disregard for customers and will not be using this business again.”

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Posted 6 years ago

“I ordered a number of items on the internet, said I had £10 off. When my bill came they new nothing about it”

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Posted 6 years ago

“They offer a brilliant next day delivery service and their staff are always happy and helpful in the Harrogate Store.”

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Posted 6 years ago

“Hight quality and fast delivery”

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Posted 6 years ago

“Fantastic quality and service”

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Posted 6 years ago

“I love next especially their VIP Next sale. Great products and variety.”

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Posted 6 years ago

“I returned an item last Friday to the mens department at Scarborough because it was too small. The assistant was ignorant and didn't mutter a word with no eye contact what so ever. When I got home the item I had changed still had the security tag on it so will have to go back. What terrible service and no wonder the high street is dieing. Another customer lost.”

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Posted 6 years ago

“Great products , arrived on time , good value and excellent returns policy for those items that didn't fit .”

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Posted 6 years ago

“They delivered two items I ordered recently in very good time.”

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Posted 6 years ago

“Bought 2 sofas in velour fabric. In less than a week parts of the fabric looked like white spots rather than the shading should look. The sofas look 5 years old. Complained to no avail. Next sent two different companies out who sent reports that were different from each other one said it looked like water damaged. The other said not water but pile crush. I think after a week this would be nigh impossible. I have tried to take this further but told nothing they will do case closed. I am so angry. at such arrogance. The sofas cost £1800and under the sale of goods act are not fit for purpose. I am going to take it further as the customer service is appalling. A good customer of Next for years but I will never shop there again nor will my family. I advise anyone not to buy furniture from NEXT or if you have any dissatisfaction with it you’ll be stuck with it. Janet Ball”

Helpful Report

Posted 6 years ago

“Yesterday we visited Next Merryhill, me and my partner had difficulties getting around and locating a member of staff to assistance us with our purchases. But a lovely lady from the Home Department named Pam, could that we were struggling due to the fact that my partner had a disability and was kind enough to help us, whilst others just ignored us. It made our visit to the store pleasant, as she acknowledged our frustration. I believe that this person named Pam is an asset to the company and that others to learn by her excellent customer service. We will certainly come back and ask for Pam to assist us with our purchases. It’s difficult enough having a disability, but when someone finds the time to treat you like a normal person and help you it cannot go unnoticed. I would personally like to thank Pam for her kind treatment towards myself and my partner. Keep up the good work, hope to visit soon. Simon - Cannock Chase 29/9/2018”

Helpful Report

Posted 6 years ago

“Absolutely ridiculous. Every time you buy something that is in stock next day is not ,there are delays and you wait days and days to come,in most cases you just have to cancel the item. You call "customer service" and all you get from them is to tell you what you already know,they don't know when the item is going to be delivered but is in process. Solution is to cancel,pay again for same item to re-order and hope is going to come much quicker or keep waiting, and keep going back to the store to pick up the order you should have got long time ago. You do not get any help.. Shame on you to treat you long time customer like this. Am done with you Next,this time for real.”

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Posted 6 years ago

“The shop layout ,the staff ,the fitting rooms everything perfect”

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Posted 6 years ago

“Good quality”

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Posted 6 years ago

Next is rated 3.5 based on 1,300 reviews