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

“Emails not answered or phone calls returned as promised re complaint about mattress developing a fault hump down middle of mattress and sagging at sides was told by customer service that we should not sleep towards sides but both of us in the middle, £500 mattress only fit for land fill after a couple of years use, wrong mattress sold to us that went with bed base. £1000.00 spent on both at leicester store”

Helpful Report

Posted 5 years ago

“Bought a neclace personalised through next .The company they used refused to refund me due to the jewellery being tarnished.They are sending it back to me after proffesionally pollished but my daughter isnt happy with it.Next kindly as a gesture reduced the price of neclace but am stuck with it now as next say they could not sell it on as it is personalised with my daughters name on.so not honouring my dissatifaction after i have spent a lot of money on my account with this company and pay off my account on time.not pleased!”

Helpful Report

Posted 5 years ago

“DO NOT ORDER FROM HERE if you want to receive your items. Left without a bed for a week because of next”

Helpful Report

Posted 5 years ago

“Yesterday we had a delivery of two items. The items arrived on time but were 4cms too wide to fit through our front door. The delivery people advised me that they were unable to remove a door, which I volunteered to do. They then told me they were on a tight schedule and could arrange a different delivery day. I said we would sort it ourselves (which we did - see below). At this point one of the delivery people made a very personal comment about my hair and asked me to sign his device. Having taken the door off, my partner and I, somewhat dumbfounded by the inappropriate comment of the delivery person, got the items into our flat. We then discovered that the feet for the two items did not match the diagrams, half of the templates on the items were torn off and there were no predrilled holes as specified in the instructions. Presumably this is a job the delivery people would have done (given that they had an electric screwdriver) had they bothered to stay and do their job properly. We were going to order more from Next but given this experience we will shop elsewhere in future. The delivery people are called Jose and Darren.”

Helpful Report

Posted 5 years ago

“Spent £2,000 on furniture from Next - have had no end of problems - just went to leave a review to learn their review policy has changed.... you can only leave a review if you are invited to do so after purchase.. And of course I didn’t get invited. No genuine reviews on Next anymore !”

Helpful Report

Posted 5 years ago

“Terrible customer service team that only know a script and nothing outside of this”

Helpful Report

Posted 5 years ago

“They dont even deserve 1 star was verbally abused by member of staff and due to the fact that Next complaints did not see fit to answer my emails. I also now refuse to telephone India to speak to someone again because thats where all their phone calls are directed to. It is a company in a mess and I and my family wont use them again.”

Helpful Report

Posted 5 years ago

“Waited in all day for Bedroom stools . Told they were to big to go the van. Promised they would investigate and call me the next day. No phonecall. When I phoned them I was told my order was on the van and would be with before 3,pm. I told them if it wasn't here before 1pm I would cancel my order. Oddly enough they could try and contact the Courier. They have no concept of customer service. Not once did they contact us despite having a mobile number and an e mail address.”

Helpful Report

Posted 5 years ago

“2 items ordered for next day delivery for which Next charge £3.99 for this service, except the order doesn't arrive, try to use online chat, never available same message no matter which day or time ' all advisors are busy try again later ' impossible... in the meantime said seems to have been lost by the couriers, after many calls to customer service being through different people its agreed a replacement will be sent. Had conformation from Next the order is with the courier and will be delivered in their usual ridiculously long time frame which means staying all day...no tracking provided so no way of checking where on the journey my order is, if it is. And Next charge £3.99 for this totally appalling service....when and if my order does actually arrive today I will close my account with Next, really Next rates amongst the worse companies to deal....never again!”

Helpful Report

Posted 5 years ago

“Ordered on line - delay reported to me one day after due date saying it would be 2 days later. Then another email saying it hadn't reached the courier so I would be getting a refund and to reorder which I did. Message received saying it was sold out but the original item was being processed in the warehouse than nothing. I am out of pocket with a vacuum and now will start chasing. A disastrous Christmas present for my wife so I will avoid Next in future. Tied to give a review to Next but they didn't accept it because I had to received the product and left me hanging. Avoid ordering from this shower.”

Helpful Report

Posted 5 years ago

“Rubbish Service , Ordered a item in there store for next day delivery after 2.30pm . Promised a text to say when it arrived - did not happen , Tracked parcel online no status no nothing , Called the Indian call centre cut off by a rude operator. Went to store to collect kept waiting for over 35 minutes to be told not arrived and unsure when it would arrive . This is the first time I’ve used this service and the last ! Terrible customer service avoid !!”

Helpful Report

Posted 5 years ago

“Victoria retail park. Purchased some sale lines today, It was amazingly organised And the staff were really helpful to say how busy it was.”

Helpful Report

Posted 5 years ago

“Having checked website for coat in my local store went to purchase - none available even though website still showing as in stock !!! Then ordered on line for delivery into store 22/12 during night received an email stating problem with order and would be delivered in “ a few days “ checked on line tracker 22/12 which stated delivery into store 23/12 , called next customer services who confirmed would be delivered . 23/12 checked on line tracker only to find delivery date removed , called customer service who after some time admitted goods still at warehouse but may still be delivered today ???? Asked to speak to manager only to be told that the manager can call me back within 5 hours - what is this all about -are there so many complaints !!!!! Have checked website and item is still showing as in-stock in store and is also in stock from next directory - What is going on here ? Can anything on the website be trusted ? I have shopped with next for over 30 years both in store and online but it would appear that the website cannot be trusted at present - if an item is not available say so before accepting orders then customer can look elsewhere instead of waiting for goods that materialise at the convenience of Next and not the customer .”

Helpful Report

Posted 5 years ago

“We have an order to be delivered today 22nd dec no show after paying for it to be it might come within the next 2 days a joke at this time of year when people have a lot to do won't order again from next and they want people to buy online they can't even give us a tim e for delivery very bab organisation”

Helpful Report

Posted 5 years ago

“Ordered socks 11.1/2 -14 on 11 th December with an order of t shirt . Size 9-11 arrived. Contacted Next to advise . New order delivered, still wrong size. Contacted Next again. Was advised Quality Control Supervisor would check order before delivery was sent. This was over a week ago and apart from waiting 20 minutes plus callbacks, i am not getting anywhere. Totally disgusted with their service.”

Helpful Report

Posted 5 years ago

“Next must have some serious issues. Placed an order on 29th Nov that would be delivered by 13th December. My order tracking still says on or before 13th Dec. Rang yesterday after holding for 20 mins andwas told I would receive it by 20th Dec without fail. Today (19th Dec) I have received an email saying one item is not available and good news the rest should be delivered in the next few days. Good news I don't think so Next. Tried calling but 40 min wait so waiting for call back. They have had my money 3 weeks not happy, not happy at all. Will be cancelling my order delivery sometime never is no good to me. I will seriously think about ordering again from Next. Totally incompetence!!”

Helpful Report

Posted 5 years ago

“Just been to Letterkenny store and found staff member called "Roisin" very helpful. I completed my Christmas shopping and she took the time and effort to go through online order as well as using the catalogue . It was a great positive experience. Thank you”

Helpful Report

Posted 5 years ago

“Currently having lots of issues with orders. II am not a happy customer at the moment and have been a customer for many years. An order places Dec 1 never arrived, I was told it got lot, ordered again. That one never arrived but I was told when I contacted customer support that it did. My account does not say that. Ordered a 3rd time. It arrived. Hurrah ! Left outside my door. Opened it and the jumper had been packed while it was soaking wet. Yes you read that correctly. After 6 folk calls and multiple apologies and promises of emails that that never arrived and another re-order placed, guess what ??? It still has not arrived. Nobody knows where it is. And its a jumper btw, Not a large piece of furniture a simple jumper !!!! NEXT seriously disappointed. Your service is just rubbish and my account now reflects that I ordered a jumper 3 times that I have never received. I will not be purchasing again. An no doubt have will have to have yet more conversations with you to get these orders for goods not received off my account.”

Helpful Report

Posted 5 years ago

“Currently having lots of issues with orders. I've been a customer for probably close to 20 years, but the last three weeks are making me reconsider my custom. I literally have no idea where my orders are, where they're being delivered to or when they're arriving. I've had emails saying I'd collected items from store, when I was 200 miles away that day, (a system glitch apparently) emails to say items were due one day and still haven't arrived. Emails to say the same order is going to store as well as being delivered to my home. Sort it out Next or you're going to lose a lot or your dedicated customers. I'm also concerned that all of these issues will be reflected in my account so I'm keeping a close eye on that too. Not a happy customer at all right now!”

Helpful Report

Posted 5 years ago

“Very very bad service, customer service dept so bad no one wants to listen to u, delivery item not due on day I paid for extra delivery facebook Instagram, twitter all gonna hear about how bad next delivery is. And to tell people never ever use next ever”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,300 reviews