Next Reviews

Name: Next
Rating: 3.51

3.5 Rating 1,306 Reviews

63 %

of reviewers recommend Next

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Metrics

3.5

Based on 1,306 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

“Delivery times are absolutely ridiculous. Any ordered online for store delivery from the sale can take up to 3 months. Next day delivery takes 3 days. It is a waste of time. How they are still in business is beyond me.”

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Posted 1 week ago

“Just had bedroom furniture delivered and the service was terrific, on time, very friendly guys and extremely efficient. Wish all deliveries were as good👍👍👍”

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Posted 1 week ago

“Just want to say the guy that delivers my parcels to Barden court Maidstone is so very polite ,the best that we've had👋”

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Posted 2 weeks ago

“Absolutely livid. I waited over 3 months for my sofa. It comes and I’ve taken the packaging off and the arm is completely stripped off and out of the wood. What kind of quality control is this? I’ve been told I have to wait another 14 weeks and it can’t get taken back until next Thursday. I went with next due to thinking they would be better than other sofa stores. I will never set foot in a next store ever again. Terrible customer service, terrible everything. The delivery was also 2 hours late.”

Helpful Report

Posted 2 weeks ago

“Terrible delivery service, push back deliveries, saying should be delivered in a few days - I wanted next day, no chance. Returns are even worse, email to say collected, then waiting weeks for refunds, not even the full items in the returns parcel, should be refunded in full for it all. Been contacted many times asking what was returned, sent breakdown of all items to which they can't find, then issued an evoucher instead of credit when the returns actually went back 1 x day later from delivery and well within the 28 x days. Sort it out Next.... Allow customers to collect from drop offs and return back to drop off points, scanning in per item then we can be credited straight away. Really puts me off using your service...☹️”

Helpful Report

Posted 3 weeks ago

“Item number 871577 I bought 4 single duvet sets and 4 housewife pillow cases from the same range in November 2024. Duvet sets in Grey Charcoal and extra pillowcases in cream. I bought these “cotton percale” bedding items following the use of a chocolate brown set I have from Next which are still going strong after about 15 years!! (The old ones even tumble dry! ) These are the worse bedding sets I have ever had and I’m 62 years old. Every item is twisted and cannot be “reshaped while damp”. I have followed the washing instructions implicitly. The fabric is scratchy. They are certainly NOT easy care! I have even given up ironing them because they are so out of shape and it’s so frustrating trying to get them flat. I am so sick of moaning about them, I decided to voice my feelings here. The only part of the description you give that I feel is correct is that because they have a high percentage of cotton they are cool. Extremely unsatisfied!! I might even bin them all if I can find a better option to match my bedroom. Dunelm discontinued the colour. I would give this bedding zero stars if I could!”

Helpful Report

Posted 3 weeks ago

“Absolutely appalling service ! I’ve placed an order 12 days ago and was counting on it as it had items I was going to use at an important event . Just got an email saying “we’ve received your returns” … what returns ?! I haven’t even received anything, nevermind returning! Customer service just gave me a lame excuse “sorry , but we had an issue with our curriers, you’ll get a full refund “ I wanted my items not a refund.. all items I wanted are sold out too . Now I have to go panick buy something before the event . What’s the point of online shopping services if they can’t even honour their orders ?!”

Helpful Report

Posted 2 months ago

“Used to be amazing with delivery. Now so poor, I will be cancelling my subscription. Supposed to be next day delivery... more often than not, now weeks to arrive and the only anomalies part order received.”

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Posted 2 months ago

“Next put many other retailers to shame! The customer assistants are pleasant and helpful and extremely efficient. The best of the best with fabulous stuff and nothing is too much trouble!”

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Posted 2 months ago

“Very disappointed in slow refunds always having to chase last order was complet wrong and contained goods i hadnt ordered and good i had were.missing still chasing my refund which is nearly £300 pounds i expect only half of refunds will show and I will have to chase again rubbish service”

Helpful Report

Posted 2 months ago

“Absolutely dire. Ordered a sofa in December for 8 week delivery. Was organised 18/02, delivery comes… half of the corner sofa is in the van. Ok things happen so we reorder it for a 5 week delivery. Today the delivery driver comes… only half the sofa is in the van, again! Is this some sort of joke?”

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Posted 3 months ago

“Next has always been my go to for standards of clothes, unfortunately their online process is wholly lacking and despite EVRi been an absolutely awful delivery company they continue to use them. I’ve had drivers deliver to the wrong house, turn up outside and simply drive off and others knock on every other door apart from mine. Their customer service is just as bad too, no clarity and wing information constantly.”

Helpful Report

Posted 3 months ago

“Next delivery guys turned up to deliver a new mattress over £1k’s worth only to phone me from the garden to tell me it hadn’t been put on the van, they told me next would phone me within a few minutes, this was utter lies 24 hrs later still no call. I contacted Next I’m left with no mattress, I have sever arthritis my husband has recently had a heart bypass and we have no mattress, I was offered £100 good will but I still don’t have anywhere to sleep. Next have ordered another one which has wiped out my credit account as I have been charged for the one that next has lost and they have charged me again for the new one ordered! This will be my last purchase from next and I will be looking into a complaint with The FCA as my next account and credit rating will be affected through shear incompetence of this lost item that next feels I should pay for twice!!!!! I would never order items again from next I would go to a more trusted retailer for bigger purchases.”

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Posted 4 months ago

“Love the ability to order and receive without leaving the house”

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Posted 4 months ago

“Abysmal company need shutting down avoid avoid avoid”

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Posted 4 months ago

“Avoid Avoid Avoid!!! I had a disappointing experience with NEXT, particularly with their "Pay in 3" option. It seems that the company preys on the fact that you can't set up a direct debit upon application, which leads to missed payments and subsequently being pushed into a higher interest rate. It's frustrating that they have the capability to communicate via text or email about missed payments but choose not to show any understanding or compassion in their approach. The customer service staff I encountered sounded robotic and unhelpful. There was no record of our conversations, which made it difficult to address my concerns. Their tone was patronising and arrogant, making the whole experience even more frustrating. Additionally, I found their furniture to be overpriced and of poor quality—more like cardboard than anything durable. I would strongly advise others to steer clear of NEXT. There are much better options out there that value their customers. Total scammers and completely incompetence!”

Helpful Report

Posted 4 months ago

“I purchased two sofas from Next Home for £2,500, expecting both quality and comfort. Unfortunately, these sofas have been a huge disappointment. From the very beginning, they have caused significant back pain every time I sit on them. The comfort level is shockingly poor for the price I paid. To make matters worse, approximately one month after we started using the sofas, we noticed that the fabric began to accumulate lint and fuzz from clothing. Despite our best efforts—vacuuming and manually removing the lint—we couldn't resolve the issue. I reached out to Next with my concerns, but the experience has left me frustrated and regretting my purchase. They sent a 3rd party inspector who has no idea about Next products, and he has suggested us to buy some tools to fix these linen issues. For a brand like Next, I expected much better quality, design, and customer support service. I wouldn’t recommend their sofas to anyone. If you value comfort and durability, look elsewhere. NEVER AGAIN!”

Helpful Report

Posted 5 months ago

“Bought thd Heavenly Feet Bianca, bikes boots. Oh wow, the most comfortable boots ever. I did find I had to size up though. So light weight. I love this company and have several pairs from them. And best of all, they are vegan friendly. Important to me as a vegan. Totally recommend these boots”

Helpful Report

Posted 5 months ago

“Extremely Disappointing Service for a €500 Chair Order recently ordered a chair from NEXT online for over €500, expecting delivery within 1 week as advertised. Unfortunately, the process turned into a frustrating ordeal. After waiting a week, I called to inquire about the delivery, only to be told that I needed to schedule it for 2 weeks later. On the scheduled delivery date, no chair arrived. I began calling NEXT and was put through to their contact centre in India. While the agents were polite, they could only email the delivery team and had no direct access to resolve my issue. For the next 10 days, I was repeatedly told—almost every second day—that the chair would arrive within “24-48 hours.” No delivery ever materialised. In desperation, I visited my local NEXT store and spoke to the store manager. She was incredibly helpful, contacted someone in England, and finally confirmed that my order had been lost. I was informed a new order would need to be placed, but the delivery would take another 5 weeks. This experience was incredibly disappointing. For a reputable retailer like NEXT, I expected far better service, especially on a high-value item. The lack of transparency, poor communication, and extensive delays were unacceptable.”

Helpful Report

Posted 5 months ago

“Next have really, really let me down this year on my Christmas orders. The service has been abysmal and i have been forced to shop elsewhere due to the huge delays in your logistics and the very slow refund and customer service experience from abroad whith which i found very hard to understand due to the language and accent barriers. This experience has really made me question why i should shop at Next in the future and to search for an alternative smoother shopping experience as i do not wish to go through this again in the future at a stressful time which Christmas can be.”

Helpful Report

Posted 6 months ago

Next is rated 3.5 based on 1,306 reviews