Next Reviews

Name: Next
Rating: 3.49

3.5 Rating 1,315 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,315 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 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

“I made an on-line click and collect purchase from Next in Church Street Liverpool a straight forward and easy process! I collected my order a Gorgeous faux Sheepskin aviator jacket to-day Sunday 15th September 2019. I was advised by the very friendly/helpful assistant (with whom I returned an unwanted item to without any fuss), that I would have to go to the next floor to collect my parcel. I told her that I was concerned because I can't use descending escalators so she very precisely directed me to the lifts and reassured me that everything would be ok. When I arrived at the next floor the lady on the Customer Services desk was also very friendly and helpful. Your staff and your clothes etc. are a credit to your store, the staff deserve to be recognised for their Excellent Customer Service!! Many thanks.”

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Posted 6 years ago

“My daughters shoes were faulty but they would not accept them back as I did not have the receipt. As I wasn’t planning on returning them we didn’t keep it and sadly for once I paid cash. I now have a faulty pair of shoes and have wasted £18. Their returns policy is the worst I have ever heard of”

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Posted 6 years ago

“Too long waiting! 25 minutes to pick up one item! Really??? Boiling hot because of all the glass! One member of staff! Terrible! Four people behind me! I’m still waiting now”

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Posted 6 years ago

“If I could leave zero stars - I would. I ordered a leather suite, in store May 2018. There was a 12 week delivery period. One week before delivery, Next phoned to tell me they no longer used the supplier so my order was no longer available (note. The suite is still able to be purchased though!) I was given the offer of a different suite online. Sadly, I chose the Stratus, a double settee, a right hand chaise and a snuggle seat. They were delivered in August. In September our first technician visit - a manufacturing fault in the chaise causing the armrest to become hard and leaning on wood while the back rest had lowered. A replacement was delivered in late September. In November another technician this time for the double settee, Pigment lifting along seam in centre of seats, another settee replacement delivered in December. In January another technician visit, because of new chaise sofa - no manufacturing fault but backrest is lowered and to be expected after 2-3 years.... it’s 4 months old at this time. August 4th technician visit, armrest is like leaning on wood, no back support and he states it’s not fit for the purpose, cardboard internal supports have broken (cardboard!!) and backrest had lowered significantly which is expected over time - the settee is now 10 months old. Replacement parts will be fitted.... in NOVEMBER! I want my money back, as per Next refund policy if item is not fit for the purpose, it’s not. It’s shoddily manufactured, uncomfortable, 4 technician visits in 10 months, family disruption, my time disrupted, not just for technicians but for pick up and deliveries. 2 replacement settees and 1 internal repair. How long before next technician has to come? My guess is a month. Customer Service is “so sorry there’s nothing we can do”. £3750 down the toilet. Don’t buy a suite from Next.”

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Posted 6 years ago

“The quality of the furniture is very poor and follow up customer service virtually non existent unless you are prepared to spend hours calling them. I have been offered what amounts to £15.00 as compensation following a catalogue of errors and poor quality ptoduct deemed not fit for purpose by Next's own engineers.”

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Posted 6 years ago

“f I could give zero stars I would If I could give zero stars I would. This is probably the WORST customer service I have ever received. I placed order for a new sofa, loveseat and footstool at the end of March 2019 with a 12 week delivery time....I’m still waiting and now being told it might be November but they can’t be sure. Every month it’s put back because of issues with the supplier yet twice Next have attempted it deliver half of my order. They were told multiple times before hand that I don’t want it but persisted anyway making threats to charge me £30 if I didn’t accept half of my order or that it would get lost or damaged in their warehouse. They obviously don’t want it take up space in their storage and want me to start paying for an incomplete set. Their customer services are a complete farce. They should probably take some training courses about communication and returning calls to their customers. Absolutely disgraceful for what is supposed to be a reputable company. Bunch of GREEDY PIGS”

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Posted 6 years ago

“in Dundee Overgate on Friday, needed baby clothes fabulous guy very knowledgeable and pleasant. don't know name long hair 20 plus lovely nature. Thanks”

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Posted 6 years ago

“A chair purchased in 2015 now has a spring poking through. This is with normal wear and no one heaving sitting on it. I would have expected this item to last far longer without problems. Poor workmanship, I will not be buying furniture again. Next to not want to know. They only guarantee for 12 months. They obviously only expect it to last that long.”

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Posted 6 years ago

“Excellent service”

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Posted 6 years ago

“Excellent products every time and the delivery team are very reliable. A+ consistent service every time I buy online or in store. Thanks. A happy customer”

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Posted 6 years ago

“Love the quality of clothes for my girls from here, long lasting and lovely quality. Will always recommend the clothing and furniture from here.”

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Posted 6 years ago

“I absolutely love next and there online range.”

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Posted 6 years ago

“So disappointed with the apple scented candle it has absolutely no smell whatsoever....for £10 i definitely expected more, had much cheaper ones that are better :(”

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Posted 6 years ago

“We ordered a sofa in a next store, were told delivery would be 6 weeks. That time has passed and we got a letter saying it was delayed and “more likely to be around” another 6 weeks. Far too long to wait, we need something to sit on! Rang to cancel, no apology and they didn’t sound surprised. Off to order from another company.”

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Posted 6 years ago

“next took £24 out of my bank account recently ive rang up to ask why the money was taken on 3 occaisions i was told someone from recovery will call me back 10 days later still no contact from next”

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Posted 6 years ago

“Great clothes well fitting”

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Posted 6 years ago

“first time ive used next online will not be purchashing again items to be delivered today before 1 then got update to say it would be between 10am and 1400 still waiting also all the order is not coming today the rest will come tommorow and the only time i could be given is between 10 and 6pm do they expect people to change their plans to suit them because they cant organise orders joke wont be using again better using the smaller companies”

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Posted 6 years ago

“The “Next” online nightmare...I ordered 10 items totalling £451 on Next website. I decided to return all the items from both orders since some were incorrect and the others were unsuitable. After many days I received an email from Next saying they have received three items and my refund will be £64 At this point it was clear Next's online order management system was completely defective since they failed to recognise I returned all 10 items from both orders. According to my call log, I have spent 131 minutes talking to Next customer service...and despite my efforts they continually fail to process my refund. During this process they have made GDPR violations by requesting screenshots of my bank account. The customer service can't even tell me which items they have refunded...thats how bad Next's online order systems have become. I will be submitting a report to the Trading Standards, since this online retail behaviour is completely unwarranted.”

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Posted 6 years ago

“Very good in all ways”

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Posted 6 years ago

“I am 75 years old and so have had several sofas over my time, but this sofa is the worst I have ever had. Purchased early May and not cheap at £1700 the Portia corner sofa is very uncomfortable. Unless you sit right on the middle of a cushion, you will slide off to the side and end up sitting in a dip. I cannot wait to get rid of it. (This was ordered for me by a family member, as I was out of the country at the time. Order number 2432 4705)”

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Posted 6 years ago

Next is rated 3.5 based on 1,315 reviews