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

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

“Fab. Love the store. My favourite.”

Helpful Report

Posted 3 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

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Posted 3 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

“I ordered a Xmas Eve box , very disappointed can’t even fit a pair of pjs in it. As I had it personalised I can’t send it back . The dimensions are 10 inches by 6 inches . Very dissatisfied customer . I paid £35 for a Me Too You Bear box. Waste of money .”

Helpful Report

Posted 3 years ago

“Worst Customer Service & Delivery service I have ever seen. Ordered chest of drawers, that Next arranges with a 4 men delivery. 3 times can arrived with just 2 men, who couldn’t deliver and had to take it back. Paid for the ‘service’ that includes delivery, remove all packaging and place furniture to its place. On a delivery day twice delivery team refused to do any of unpacking, rubbish removals and placing cabinets to its places, despite seeing I am 7 month pregnant and there is no chance for me doing any of that… shameless people, lied to my face. Customer service - most useless people just reading the script, can’t do anything apart form offering 50 GBP voucher for shopping in their shop - which I refused as won’t ever shop with Next again! Ended up arranging a 3rd party to help with unpacking, moving furniture and removing all rubbish. Next owners/sales/designers/strategy people - I read so many bad reviews now about your service, I wish I did read it prior to spending my money with you. You efforts to grow your business is useless - as you post sale departments are trashing your brand reputation and eventually you’ll be left with no clients at all with such horrendous service and disrespectful attitude to people. Fellow-Customers, please do not spend your money with Next, it is a total waste!”

Helpful Report

Posted 3 years ago

“Horrible quality dining chairs. Never again. Next is in the past for me. Poor”

Helpful Report

Posted 3 years ago

“Absolutely horrendous service. Three times now we have waited all day only to get a message saying that the courier has encountered 'unforseen problems'. That's after being inundated every day with texts and emails for a week prior and they have the audacity to state that we would be charged for any missed / re-deliveries!!!!! 3 weekends now utterly wasted. Time is precious and Next clearly have a total disregard for their customers. I will never order from Next again.”

Helpful Report

Posted 3 years ago

“Shocking service! I order a curtain pole on 25th September due for delivery on 2nd October. I didn't hear anything past the delivery date, so after chasing I was informed there was a delay and I'd receive my parcel on 28th October. Of course 28th October comes and I hear nothing. After chasing again, I am informed that my curtain pole has been discontinued. I have been waiting one month to hang anything in my living room and Next didn't even think to send any email communication to tell me that my pole was delayed or discontinued. I had to reach out on both occasions. I am shocked at the non-existent level of proactive communication from a company as large as next. I was offered £10 credit which I have refused as I will never shop at next again. If you want to receive your items, don't shop at next!”

Helpful Report

Posted 3 years ago

“I bought the Halloween decorating kit for £20 and although I received everything they said I would, the quality of the contents was abysmal, cheap paper decorations and only the 3 paper pumpkins had a sticker to secure closure. I feel very disappointed as Next used to supply good quality products.”

Helpful Report

Posted 3 years ago

“Please do yourself a favour and stay clear of next to purchase anything! It's so poor quality these days and the customer service isn't good. They send faulty items and clothing doesn't last two minutes. Stitching in the clothes is shocking. I'd rather spend my money in primark as the quality of the clothes is actually better. Don't waste your time with getting into debt with this company.”

Helpful Report

Posted 3 years ago

Next is rated 3.5 based on 1,300 reviews