Next Reviews

Name: Next
Rating: 3.50

3.5 Rating 1,310 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,310 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	1.6 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“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

“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

“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

Next is rated 3.5 based on 1,310 reviews