Next Reviews

Name: Next
Rating: 3.53

3.5 Rating 1,289 Reviews

64 %

of reviewers recommend Next

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Metrics

3.5

Based on 1,289 reviews

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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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

“Visited four local stores including large new one in Horwich, Bolton to buy hand towels, bath towels and face cloths as Christmas present for family member. Wanted dove grey colour. In each of the stores non of the colours were the same - varied between light grey colour to more of a beige. Impossible to get a set in same colour so ordered online and Next split order into three. Just collected first lot and all three towels are a different shade of gray varying from light get to beige. Online review system seems to be disabled so can't add review. Tried to ring them using their online call back and this is also disabled. What has happened to Next. Dreadful product, dreadful colour consistency and complete lack of customer car.”

Helpful Report

Posted 6 years ago

“I had absolutely terrible experience this Black friday .I have ordered 11 items, have been waiting for 2 weeks, and this has not been delivered and I got an e-email that they got my returns! I am disappointed and broken!”

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Posted 6 years ago

“Hi guys, I have experienced the worst customer service in the UK in NEXT Bluwater branch. I went to collect my parcels after receiving all confirmations via email holding all requested papers in my hands ( passport, debit card, my billing address, my reference numbers..). Next Sales Consultant selectively pull me out of a line to tell me I can not have my parcel because one of them not under my name and the second does not exist. I recommend buying nothing from NEXT.”

Helpful Report

Posted 6 years ago

“Absolutely awful customer service, would never order with them again or recommend. Christmas tree ordered last week, promised to be delivered on our before 1 December, no communication at all following the initial email, noticed yesterday that it had been returned to depot with no reason given. Called today and reason was the courier couldn’t fit in his van!!! Delivery now cannot be made until next Sunday, absolutely unacceptable!”

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Posted 6 years ago

“Stacey at the Colne store is so helpful, she helped me with a problem right at closing time. She is also very smiley, approachable and stylish!”

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Posted 6 years ago

“Review Next Home Irvine Metal Bed, White( Double) Don't buy this bed frame. Bought this for our guest room and was used by 2 adults for 3 months and the centre support beam bent. The support beam is very weak and the 2 small legs are insufficient to accommodate the weight. The beam bent, the bolts in the 2 legs sheared off. There are no parts available (as per next home). They send a technician out and look for reasons not to warrant their product. I have bought many Next Home products that are of very good quality but very disappointed with this weak bed with no spare parts and they are not prepared to accept any product responsibility, especially considering that the rest of the frame is still in immaculate condition.”

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Posted 6 years ago

“We've had multiple problems with Next Home. First we ordered a Huxley Painted TV Unit and Coffee table and waited 2 months to find that they were both faulty when they arrived. Chips in the paint, wonky handles, fittings that didnt go together properly and uneven surfaces - not just a dip in the wood but a full on slope!!! Both of those got sent back and replaced, the Coffee table turned up in a couple of weeks but the TV Unit took another 2 months to turn up. Order in early August, finally happy at the end of November. Secondly, we ordered a round mirror with white rim which turned up with a hole in the box as if a mouse had chewed through it. the mirror glass itself came apart from the frame and there was multiple scratches on it too. On both of these issues its clear that Next have little or no quality control process in place and its been a right faff having to arrange collections and reorders, taking time off work and time out of our weekends. Never again Next, never again.......”

Helpful Report

Posted 6 years ago

“A shame I can't do minus stars! Purchased: Aloft Mattress, super king, 6+ months ago. This will be a long one… Despite the '101 night trial' the issues we are experiencing didn't manifest until a few months in. The mattress is a memory foam type which seems to be the memory of a goldfish! We have experienced collapsing/compression of the foam in the main sleep areas which leaves a noticeable ridge in the centre. The mattress does not spring back in an acceptable period and you find yourself in a ‘rut’ throughout the night. Next sent out an 'independent expert' to assess the mattress who arrived maybe 8 hours after the mattress was last used and did his checks and measurements. His report was sent to Next and I was copied in on their comms (although I know for sure I didn't get a copy of the full report as he showed me his version on his tablet). Their response was that his assessment showed no manufacturing defects and they would take no further action. Although the independent expert highlighted some issues with the bedframe size mis-matched to the mattress (fair enough, but that doesn’t impact on the specific issues we are experiencing) his comments about “wear and tear consistent with it age and use” is laughable… it’s only 6 months old. When we purchased the mattress we had an existing bed base which we mentioned to the staff who didn't suggest it would be an issue. The independent expert suggested the centre support bar was the cause of the ridge - this is a standard bed frame type, and we were not advised to use a divan/other type of base for this mattress by in-store staff or other communications (product literature, etc). Now, perhaps my understanding of a memory foam mattress is incorrect, and my previous memory foam mattress was actually much better quality?? But this mattress is proving for an unsettled night’s sleep. I have provided a comprehensive response to Next regarding the experts assessment and all I get back is the scripted ‘we have had an independent review which suggests no manufacturing fault and we will not be taking any further action’ - not what I’d call a good customer service in recognising and addressing my concerns. I am having rather impersonal and abrupt telephone and email conversations with various members of the customer services team - one accusing me of not emailing them ‘correctly’ (“you did not write ‘FAO HOME TEAM’ in the email and we didn’t get it” despite me quoting the case ref. and never having been told or read that I need to specify that bit!) which is rather stressful. I am now 5 months pregnant and with the poor sleep quality and stress of not being able to get a sensible/personal response to my queries it is starting to get upsetting. That paired with the initial cost of the mattress and the potential loss of that money and of having to pay out again elsewhere for a replacement is very overwhelming. I would advise staying away from this mattress completely, and Bob-forbid you have to deal with their customer services team.”

Helpful Report

Posted 6 years ago

“Placed an order online and paid for next day delivery. Than I was sent an email the day after saying the all the item I have ordered were out of stock except for a £5 socks. And was told that the £5 socks is on its way and I will be receiving it within 2 working days. Are you fucking serious? I paid for a next day delivery just for a £5 socks”

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Posted 6 years ago

“Used the call back service...excellent customer service. Efficient and polite staff and sorted out my enquiry in minutes.”

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Posted 6 years ago

“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.”

Helpful Report

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

Next is rated 3.5 based on 1,289 reviews