Next Reviews

Name: Next
Rating: 3.53

3.5 Rating 1,289 Reviews

64 %

of reviewers recommend Next

Company Reviews

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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

“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

“Beware delivery wait times I have just read comments on delivery and stock and I too have been told instead of 14 day delay as waiting for stock I have to wait another 7 days Humbugs Christmas will be coming and gone , with your pushing back dates on delivery . Also be aware the original delivery showed 4 items 1 has been delivered With no explanation . 2 are showing out for delivery which is planned for today although told when I called will not happen for another 7 days. one item has been charged but not out for delivery or received Or showing on my next app anymore . No explanation so have to call their virtual chat was talking as Hannah then it said gurvav left the chat so 2 different people the system is broken . Found a free phone number ‭0800 587 7758‬ and was put through to Hassina in Liecster this morning . Honestly no trust would definitely consider ordering anything especially the clearance as will take several weeks . No updates get your act together your customers are missing out and are being left out of pocket . Ordered on clearance Black Friday deals . With many High street shops disappearing because of poor management and teething problems I would look at these comments to build business not one reply from next to anyone one of the comments . So this says genuine reviews are your customers lying on other review sites , think not gods or bad . If you were genuine you would reply .”

Helpful Report

Posted 5 years ago

“Absolutely awful customer service at Next Kingswood. Rang them to discuss. Just passed me onto someone else without saying that they were going to. The manager asked me a question and then proceeded to just speak over me without listening to my response. They used to be a really good place to shop with good service. They don't seem to be bothered about who they employ now. I will NEVER shop there again EVER.”

Helpful Report

Posted 5 years ago

“I’ve never ordered anything from Next before this month and I ordered a Christmas tree, in store, to be delivered to my home address. I was told it would arrive the next day. Nearly three weeks later and having made three phone calls to find out why it had not arrived, I was told it was out of stock. I’d been given a different reason why my order hadn’t arrived every time I called. I’ve cancelled my order and I’m waiting for my refund.. which so far still hasn’t arrived and that was a week ago. I’m very disappointed and would not recommend this stores ordering, delivery or customer services to anyone. I’ve had a very unprofessional, inconsistent and uncoordinated experience.”

Helpful Report

Posted 5 years ago

“Over the last few months I have experienced Shocking customer service in regards to deliveries and complaints . Nothing delivered on time and waits 5 to 6 days for goods to arrive. Next promised to sort out the problem with Hermes and unfortunately there was no improvement at all. It gets very frustrating having to ring up all the time and for there to be no improvement. Things are starting to come to a head and I will he looking at taking it further. I know it’s not the end of the world but when you pay for something and then you do not get customer satisfaction time after time it becomes personal.”

Helpful Report

Posted 5 years ago

“Having purchased a personalised embroidered item for Christmas at my sisters request, I was surprised to receive the item with an entirely different typeface to the one pictured, though I was not all that perturbed initially as I thought it would be an easy enough fix for Next to send out the item that was pictured in the listing. What ensued was weeks of back and forth, both on the phone and via email to Next's "Personalised Gift" service desk. I spoke to several very polite, and friendly, but ultimately powerless Indian staff, to be repeatedly told that the item was from an outside provider and 'customised' so not eligible for any kind of return, correction or refund. And every time I managed to patiently explain the actual situation, of the item not being as pictured in the listing, I was told the issue would be forwarded on and I would be contacted once it was resolved with the outside supplier. Only I would be contacted days later by yet another staff member, straight back to step one, being told it is a 'customised' item and not eligible for any sort of return, correction or refund etc. By this point I've basically given up on the whole ordeal as I can't seem to speak to the same person twice and am constantly falling back to the bottom of their 'respond' list with no progress toward resolving this issue and no hope of getting the item. So much fuss for an item that at unit cost is probably somewhere in the £6 range and if it weren't for the fact my younger sister demanded it for Christmas, it would have been returned for a refund for loose threads and puckering around the embroidery as is. What a shambles!”

Helpful Report

Posted 5 years ago

“Great clothes, always shop here. My favourite place to shop”

Helpful Report

Posted 5 years ago

“I ORDERED TWO PAIRS OF LEGGINGS OF MY USUAL SIZE 10 BOTH OF WHICH WERE WRONGLY SIZED - I FEEL LET DOWN BY THE SIZING OF THIS PRODUCT WHICH IN THE PAST HAS BEEN VERY SATISFACTORY.”

Helpful Report

Posted 5 years ago

“Ordered sofa 12 th September due on or before 7 th November. Heard nothing. Chased it to find on delay. Next date 18th nothing then 23 rd nothing. Chased again delivery 27 th. refused to take cardboard etc off to get in door. Made arrangements for door to be removed. Deliv booked for following week. No show . They have now lost the sofa !! In a week . Really!! Have to order again . Fabric not available now . Xmas and no sofaDespite new carpet and decor . Disabled daughter and part with health issues. Disgrace. Going to cancel and go elsewhere which I should have done had I known how bad they are . Great Xmas thanks Next .”

Helpful Report

Posted 5 years ago

“Aweful !!! I purchased two jeans from store and ordered one online which supposed to be delivered in store next day after 12 pm. I got text message from next at 1:25 pm that my order is running late and i will be informed as soon as it arrives. One day after i called customer service and spoke with guy called Faisal and he said he will contact store and call me back to update but he didn't bother to call me back. I called after an hour again to see what's going on and this time I spoke with Emilia and she said the same. She left me a voicemail after some time that there is an update and if I can call them back. I called back and spoke with one another person and he said he will suggest to wait another 24 hours and if it doesnt arrive call us back to see what can be done. What an aweful customer service! next time no next.. I got call today again and i was told that they dont know where is this parcel gone and they are happy to give me refund. I will say to next "you dont need to be happy to give me refund, It's my right to get that refund as you cannot deliver what you promise to customers" I wasted my 3 days chasing next customer service and what i gained is they dont know where is their own delivered parcel. NEXT IS A WASTE OF TIME..”

Helpful Report

Posted 5 years ago

“Aweful !! I purchased two jeans from store and ordered one online which supposed to be delivered in store next day after 12 pm. I got text message from next at 1:25 pm that my order is running late and i will be informed as soon as it arrives. One day after i called customer service and spoke with guy called Faisal and he said he will contact store and call me back to update but he didn't bother to call me back. I called after an hour again to see what's going on and this time I spoke with Emilia and she said the same. She left me a voicemail after some time that there is an update and if I can call them back. I called back and spoke with one another person and he said he will suggest to wait another 24 hours and if it doesnt arrive call us back to see what can be done. What an aweful customer service! next time no next.. I got call today again and i was told that they dont know where is this parcel gone and they are happy to give me refund. I will say to next "you dont need to be happy to give me refund, It's my right to get that refund as you cannot deliver what you promise to customers" I wasted my 3 days chasing next customer service and what i gained is they dont know where is their own delivered parcel. NEXT IS A WASTE OF TIME..”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,289 reviews