Name: Next
Rating: 3.48

“The issues experienced while trying to resolve what should be a simple problem have been quite dreadful. Not only did Next ship and order of mine to the wrong address, they subsequently closed down my account. The order (which I never received) was added to a Next credit account, and since my account was closed upon Next finding the order had been shipped to the wrong address I sought confirmation from Next that I would not be liable to make any payments against my credit account for this item. They confirmed to me that I didn't have an outstanding balance on my account and would therefore never be charged. Over a month on and I am continuing to receive threatening non-payment letters, emails and SMS messages for an order I never received. I have tried email but I never get a response. I resorted to Twitter, but they're unable to help with credit account issues. I am unable to speak to anyone because the phone lines are consistently too busy and therefore frequently either hit a voicemail (and never receive a call back) or simply get an automated message saying they're not currently accepting inbound calls. The level of incompetency on display is frightening. It boggles my mind that they remain in business if this is how customers are treated.”

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Posted 5 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

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Posted 5 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

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Posted 5 years ago

“Ordered flowers and chocolates for a family members birthday. Very disappointed with the flowers looked very poor and no chocolates in box. Tried phoning many times and left 4 emails and not one person seems to care or willing to help/ listen to feed back. Very disappointed.”

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Posted 5 years ago

“Completely unacceptable and unprofessional customer service. If you come across any of these people: Liz Kerr, Jeanette Williams, Louise Hobbs or Jaspal Kaur AVOID They are purely in their jobs to do what is in the best interests of the company and not their customers.”

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Posted 5 years ago

“Customer service a joke. After several phone calls made by our selves to this department reference a damaged item & past from pillow to post. We had to go in store to get the issue resolved. We submitted a complaint about rude & unprofessional service given by customer service "person". Just to be told...... Please except our apologies, your complaint as been forwarded on for further training. The store we visited how ever were brilliant & resolved our issue but even they did not praise customer service. Now that's saying something..”

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Posted 5 years ago

“Having worked extremely hard over last few month I saved for a brand new bed and mattress from Next. What a mistake, the mattress has a disgusting chemical smell that won't go away and the bed itself sounds like it going to fall apart when you move. I am trying and trying to resolve with next but 2 weeks now and emails take 4 days to respond and when you call your left on hold for hours, so can't as have work. Due to lack of sleep this has seriously affected my life, I thought buying quality from a good British brand would of been a breeze, how wrong I am. Avoid Next for furniture and expensive items, once they have your money your health and content is not a care to them.”

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Posted 5 years ago

“Cheap tat.”

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Posted 5 years ago

“Spent £2000 on furniture and some parts didn't work so I tried to call but was asked to email but you only get a reply every 4-5 days. I have now not heard from them for nearly 2 weeks. So tonight I decided to call and i have requested a call back and still no response. I have now been in queue for 90 minutes shocking customer service will never use them again”

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Posted 5 years ago

“We've spent over £10,000 in next in the last few years. I ordered a sofa in the sale. They delivered the WRONG COLOUR. Spent over an hour on hold to get through. Said they couldn't deliver the right colour as it was out of stock and was told TOUGH! Take it or leave it. We'll give you 10% off! Disgusting service. We'd ordered bar stools at over £300 to match, now they don't match and we can't return them. Had planned on ordering over £4000 worth of other furniture, but your blatant disregard for customers has meant we've now sourced these elsewhere. There is no way you could have re-sold the sofa if you'd have collected it for anywhere near the 10% discount so why bother insulting your customers. Your customer service manager cost you over £4000 for his arrogance! Will never order anything from next again.”

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Posted 5 years ago

“Awful. Customer service non existent, refuse to honour gift cards, product quality is awful and overpriced. Do yourself a favour and use one of the many other better options.”

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Posted 5 years ago

“Omg I’m seriously losing my patience , I’ve been trying to contact next for 5 days now , either by chat and Fone , I’ve just sat for an hr and 5 min on chat , which said estimated time 8 min 😡and when you Fone and ask for ring back and they say estimated time 17 min and you won’t lose your place , I’ve not been called back yet after 13 times , disappointed in a company like next”

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Posted 5 years ago

“Only rated 1 star as couldn't rate 0! Shambolic and disgusting customer service!Can totally agree with all the bad reviews on here. Ordered my son a bed in February. Had two delivery dates arranged only for nobody to ring or turn up. I have been chasing it every day since then. Lied to by staff and emails ignored. Absolute disgusting service from such a well known retailer. Will not be back. Also had to complain about WYATT bars tools 7 times as they sent them with no fittings/instructions!. When I requested the fittings they sent them for the wrong stools!Useless. And please Next stop using the 'due to the current situation excuse!!!!!!”

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Posted 5 years ago

“Absolutely disgusted with Next after over 20 years of loyal custom. To be blatantly lied to, yes LIED, by a supposed supervisor is unforgivable. Several managers in different stores have confirmed what I have been told is absolute nonsense and, after being shown evidence, a couple have said they will be taking it to their area manager to be looked into, though I strongly suspect this will go nowhere as the the problems seem to be higherup the chain. Avoid at All costs. The staff in the shops are lovely but unfortunately have no say in the disaster that is happening in management and the suppliers that are now actually 100% in control.”

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Posted 5 years ago

“Next deserves no stars. Ordered a present for my grandson. Correct order failed to get there twice. Pick up arranged. Nightmare attempts at calling and emailing involved disconnected calls, frozen computer, online useless loops, phones not answering. Eventually manage a reorder though now out of pocket for a third time and still no refund for first two orders. Bizarrely I get a call asking for info related to previous addresses as because of unusual ordering process (I’ll say!) system has alerted a possible fraud situation. After going through all that my third attempt is apparently okay until an email arrived today saying that a supply issue means they won’t be delivering the present on Wednesday as stated. I feel sorry for all those working in customer service for Next but most of all customers who like me have to be out of pocket for 3x£42 and still tell my grandson no present will be arriving 2weeks after his birthday. Hopefully I will get my refund.”

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Posted 5 years ago

“19 DAYS I have being waiting for Next to cancel my order and refund my money! In the meantime, I am £200 out of pocket!”

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Posted 5 years ago

“Next are nothing short of rubbish we ordered furniture and waiting delivery we emailed them we called them if you get to talk to one of their customer service they will just tell you any thing to get you off the phone they are very well trained in telling lies. Don't be taken on by this company they are the worst shop on the high street I pray they go bust don't shop at Next Help shut. This store down”

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Posted 5 years ago

“Beware!! Next are not honouring Refund Vouchers since COVID-19 Best use other stores”

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Posted 5 years ago

“Customer service non existant they lie to you, string you along.Just decided the £5000 we put aside for furniture from them are now going elsewhere.If the M.D reads this sack the lot of them they are nothing short of useless.Your company is going downhill rapidly. !!!”

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Posted 5 years ago

“Do not buy from NEXT they take your money but never delivers any products. Further more they never get back on emails and you can’t reach them on telephone. Unacceptable!!”

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Posted 5 years ago

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
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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