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

“Next This company is the worst company I ever seen. I bought some items online on the same day but I received the order splitted in 2 different days without advised me and any other explanation. Finally I receive my last item nearly 15 days later from the date of my order with again no explanation of why the delay. I was unhappy with one part of my order (I bought 2 pair of trousers) because they sent me a size 12 instead a 14. So I wanted to return this last trouser. I didn't have any return label on my package so went online and submitted a return request . A delivery guy from hermes came to collect my order. 10 days later of collection I didn't know anything about my refund. I went to my account on the next online store but seems my return wasn't registered so it is like I didn't sent anything back to them. I tried to get in touch with them many times by phone but nothing. Customer services is just terrible. They do nothing. Trying to get in touch by email also (after a lot of research cause it is very difficult to find any other contact except the telephone number) 20 days later from my return so in total of one month after I made my order and even didn't get any reply, solution, etc... I can't believe how NEXT is dealing so terrible with their returns. If you don't have to return anything it is probably that you don't have anything to complaint about them but if you have to... Be prepare to deal with many phone calls, worries, waist of time and losing your money. I will be not surprised if this company is one of this that have to shut down their business as many others in UK. Very sad.”

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Posted 6 years ago

“WOW ..... AMAZING service at the Cheltenham High Street store. Last minute panic to find Xmas Sprout PJ's for my daughter (26yrs) with memories of my unsuccessful hunt for BRATZ dolls in 2001 and the resulting devastation on Xmas morning!!! Your staff went way beyond what you'd expect to ensure I 'bagged' a pair they had, patiently leading me through the online process with such good humour, and a level of care that you just don't expect from a High St chain. Brilliant!”

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Posted 6 years ago

“Barnsley next is one of the best stocked, lovely efficient staff!!!”

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Posted 6 years ago

“Absolute Rubbish, website is slow and unresponsive in certain browsers, eventually managed to get an order processed, paid for next day delivery, told that it had been delayed by one day, still awaiting delivery, rang customer services to be told it will be 12 minutes before someone can take the call. Will never use Next again, appalling service from a national company!”

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Posted 6 years ago

“Worst customer service EVER . Taken my money twice in 24 hours and told they dont have the stock to give me after ive paid, not interested in helping resolve and get told someone will call me back but never do”

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Posted 6 years ago

“Very disappointing. Next is reducing credit limit without any notice, email...something. I’ll close my account with them because the are afecting my credit score with this practice”

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Posted 6 years ago

“Went to your shop tonight in John Lewis centre in Glasgow and was served by a young man named Chris, without his help I would not have found what I was looking for. His lovely service guided me to the exact clothing I wanted and helped me so much, would just like to say a big thank you to Chris for his kindness, his service was much appreciated.”

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Posted 6 years ago

“Worst customer service!”

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Posted 6 years ago

“In Hartleppol store this morning big queue at pick up desk, felt sorry for assistant, queue getting bigger she asked for help nobody came the rest of the staff stood over on ladies having a good chat, i was there 15 miniutes before another member of staff came and then they both went to get parcels dont mind waiting when its busy but 3 staff members talking on ladies 2 on mens ignoring customers, poor girl on there looked close to tears.”

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Posted 6 years ago

“Thank you for the fast delivery of miss Brn Epp Cromb jacket size 16 . Very pleased with the coat great guiltily and looks great .”

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Posted 6 years ago

“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.”

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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.”

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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

Next is rated 3.5 based on 1,300 reviews