Next Reviews

Name: Next
Rating: 3.53

3.5 Rating 1,286 Reviews

64 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,286 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

“Order numbers 31716818 Order number 31716789 I have been OVERCHARGED FOR the king size bed I ordered and I was promised a refund for the difference and I have STILL not received this!!!! Both beds were meant to arrive today and I took the day off work but the delivery drivers Ross and Scott arrived at my address BEFORE the time window around 7am!! With only 1 bed with boxes damaged. It appears that parts of this bed are missing also. The entire second bed missing, when I asked to sign the POD to state a bed was missing they stated that it had ‘run out of batteries’ I am now overcharged and missing an entire bed and got part of 1 bed!! I had received emails and texts to state that both beds were being delivered today but this has not happened. What I have received is some damaged boxes. Could someone please contact me as a matter of urgency”

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Posted 2 years ago

“Received perfume gift set as xmas gift 'diamond ' wow how awful my hubby thought l was using his aftershave . Very Disappointed something else for the bin”

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Posted 2 years ago

“At first I buy this coat as the size of size chart ( 22) but I’ve always used 14/16, but… we supposedly to trust the size chart of the company. When arrived it was HUGE, not my number at all. I return an then brought another one 18, and in the same day I CANCELLED because I thought that 16 it would be better and then brought the 16 p. I received a confirmation of the cancellation of the 18, BUT, they sent me both coats at home. They “uncancelled” my cancelled. How???? Now I need yo return a coat. Not happy at all with this. About the coat, carefully with the size. Besides this, it’s pretty and warm.”

Next 2 star review on 29th December 2021

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Posted 2 years ago

“Came to next this morning Christmas eve as said they are open at 8am, only to have to wait outside to half 8, they need to change there times on line, as everyone is busy, and really haven't got to to stand around , staff wasn't helpful at all, very disappointed”

Next 1 star review on 24th December 2021

Helpful Report

Posted 2 years ago

“So annoyed about my experience shopping online with Next. Firstly the website/FAQs are so unhelpful and confusing, meaning you virtually always need to speak to customer service to get any kind of useful answer, which takes ages. I’ve had to speak to them three times now for one order which I’ve still only received half of and one item is faulty. Customer service advisors were fine and I appreciate it’s not their personal fault but I was promised a replacement item which was never sent, arranged a callback which never came, took me ages to checkout in the first place because of a gift card issue, and now I’m having to chase up AGAIN because an additional item which should be arriving before Christmas doesn’t look like it’s going to. AND to top it all off, decided I couldn’t be bothered with it all and wanted to return but they don’t offer free postal returns? A huge company like Next taking a fee to return doesn’t sit right with me. Especially during the pandemic at Christmas when a physical store is the last place I want to be. Really awful wish I hadn’t bothered with it.”

Helpful Report

Posted 2 years ago

“Website and app are useless, extremely slow and unresponsive. And when reporting this for some advice and help, they are completely uninterested in helping.”

Helpful Report

Posted 2 years ago

“I would never in a million years use this shoddy company ever again. Placed an order for an expensive top on 1st December. Received an email telling me it would be delayed “by a few days”. Upon checking the website it was due to be delivered on 14th December. No further emails concerning my order and the status on the website hasn’t changed and this is three days after supposed delivery. I tried to get through to them and hung on the telephone for over half an hour with the most diabolical tune playing throughout. Gave up on this and tried chat and that just didn’t move after 20 further minutes. Have had to take this up with PayPal to try and get a refund. This is my money and they have no legal reason to hold onto it. Appalling customer service, appalling company, BEWARE!!!”

Helpful Report

Posted 2 years ago

“Fab. Love the store. My favourite.”

Helpful Report

Posted 2 years ago

“So ... the above photo is the sofa I ordered from the website...below is what I received.....couldnt be more different!! Currently waiting for someone from complaints department to get back to me”

Next 1 star review on 13th December 2021

Helpful Report

Posted 2 years ago

“Had a problem in October, decided not to order from Next as I usually do in December but I placed an order for 1 item to be delivered on a particular day at a particular time, reason being I'm a poorly person. Just like October didnt deliver, no explanation, tried to phone customer service, wouldn't put anybody through, sent an email 6am in the morning to say they were delivering that day I replied and changed that date to another, no delivery. This company used to be so good, great clothes, delivery and customer service BUT not anymore no delivery although you do have my money would like it back please. I will never use Next again.”

Helpful Report

Posted 3 years ago

“I ordered off you to be delivered in 2 days.. on Wednesday..did not arrive.. did the online chat.. next day you said it will definitely be delivered nope..Saturday for sure.. stay in all day… nope.. surprisingly chat is too busy to answer after 5.. don’t bother ringing as the message says if your waiting for delivery we cannot help.. wake up next.. ring Amazon and ask how they manage with thousands more customers than you.. expect it to be returned and lose this customer permanently”

Helpful Report

Posted 3 years ago

“They take money never deliver never give order number never do anything in customer service and local store knows nothing”

Helpful Report

Posted 3 years ago

“Ordered and received a new mattress but, having paid for the old one to be removed, the drivers wouldn't take it because we hadn't received the bag to put it in. Not drivers fault but hopeless service from Next. Now have an old mattress clogging up my living room until they sort it out”

Helpful Report

Posted 3 years ago

“Daughter ordered a sofa bed from Next Cardiff store sixteen weeks ago and made it clear that she lives in a second floor flat - this detail was noted by Next - delivery team turned up today without knowing that the sofa had to be lifted up two flights of stairs and they didn’t have enough men for the job! Not delivery drivers fault just not the correct information passed on to them. After a very dismissive customer service lady upset my daughter I agreed to phone them back on her behalf to see if we could get the matter resolved! Customer services just informed us that my daughter and flat mates may have to wait another 15 weeks for the delivery to be rescheduled!! Apparently nothing can be done today as Next are unable to problem solve this dilemma and it’s easier for them to follow their procedures so that only the customer is inconvenienced! Customer services were definitely not prepared to pick up a phone and talk to the delivery team directly to see if an immediate solution could be found! It will now apparently take at least 72 hours to relocate the sofa and re enter it into their system, this procedure can’t be circumnavigated! When the sofa is back in the system it could then be up to 15 weeks for it to be redelivered? Sadly the sofa that was in my daughter’s sitting room yesterday has been removed so the people in the flat have nothing to sit on! So frustrating ! Compensation £50 to purchase a blow up mattresses to fill the void! Why doesn’t anyone have any gumption anymore ? Surely it’s not beyond the wit of man to have organise to redeliver later in the day with a couple of extra men! This has not been a joyful experience! This order is £1500 paid in full at the time it was placed!”

Helpful Report

Posted 3 years ago

“I am very happy with my resent experience shopping at your uxbridge branch. Thank you Tara for going above and beyond with my purchase of my Christmas tree. Even though she was busy she took time to speak to me. She is polite, friendly and has excellent customer service. And thank you to the management for letting me have the last tree that was in the window display and was decorated beautifully and had to be taken down and repacked in the box because I wanted that one and they had sold out.”

Helpful Report

Posted 3 years ago

“Awful. I have been trying to return an item for 2 weeks via courier . Booked a return for Monday - no show . Rebooked for Saturday - no show.”

Helpful Report

Posted 3 years ago

“2 appointments missed to collect unwanted items. Quality is good but customer service is poor on returning items”

Helpful Report

Posted 3 years ago

“Dreadful service. Ordered item in October, payment taken early November, now being told it won’t be delivered until February. No use as it is winter item of clothing for a child. Have called several times (long phone queues) and talked to numerous incompetent people. Told refund issued only then to receive email saying too late to cancel order. Will NEVER use again.”

Helpful Report

Posted 3 years ago

“Simply dreadful, nobody knows whats going on there!! I ordered 5 items on the 29th October and subsequently (due to the ineptness of NEXT) refused delivery of two items and cancelled the second package of the remaining three items. Hours of wasted phone calls and emails later, which only proved that NOBODY within this company talk to each other as not one person knew what was going on. Now on Novembr 18th I am STILL waiting for a refund of £63.99 which they are holding - and who knows why?? Almost three weeks after cancelling, they still have my money. I received an email today to say "we're sorry your items are out of stock" - er....?? But I've cancelled the order, NEXT you useless bunch- just give me back my money. Dreadful service, dreadful agents...just dreadful. Never again. Buyers BEWARE!!!”

Helpful Report

Posted 3 years ago

“Made the mistake of ordering an instajunction/Lipsy black deer antler/bauble Xmas sweatshirt, for a gift😡”

Helpful Report

Posted 3 years ago

Next is rated 3.5 based on 1,286 reviews