Name: Next
Rating: 3.50

“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

“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

“Shocking so disappointed in you Next! I bought a mattress from next over £300 after only a few months the memory foam mattress had sunk or dipped so far it was hurting my back to the point I could no longer sleep on it. I was only about 11 days past the no quibble 100 night sleep guarantee. I contacted next and they sent someone out to assess it and it was deemed this was natural wear and tear how can this be in just a few months?! A mattress is supposed to last years! I have since contacted 3 times and been ignored completely. Poor poor service have shopped with them for over 15 years but no more have avoided for all my Christmas shopping and would usually spend around £1000 this time of year. So so disappointed what happened to you Next?”

Helpful Report

Posted 5 years ago

“Ordered two items one arrived broken and one never arrived. No one emailed or messaged me to let me know my item was never coming and customer service was awful. Never purchasing from this company again.”

Helpful Report

Posted 5 years ago

“Ordered 3 sofas on the 12th September and we were advised that they would be available in 9 weeks. We had to call to find out if they had arrived as nobody had bothered to contact us by the 14th November. We were advised that only 2 were available. We then had to call again to find out what was happening with the third sofa as nobody had bothered to contact us again! We were then advised that we would be contacted on the 9th of December to arrange delivery of the 3rd sofa. The two available sofas turned up today, one is the wrong colour and the other one is damaged. Called customer services and we’ve been advised that it will be a further 10 weeks delivery time for the sofas. I’m far from impressed, I have elderly and unwell relatives staying for Christmas with no adequate seating. This is by far the worst customer service I’ve experienced from a shop.”

Helpful Report

Posted 5 years ago

“Ordered two separate items of furniture, was advised by email one would arrive the next day (and it did), the other by or before 25th. No way of tracking, no further communication from Next, so I rang them. My order has been “updated” (but not to me) meaning someone will perhaps ring me tomorrow. No information when my item will actually be delivered or explanation for delay. Is this really the best Next can do?”

Helpful Report

Posted 5 years ago

“Next Hedge End parcel collection is a complete and utter shambles!! Never enough staff which results in customers being served out of turn. It isn’t rocket science to see that one member of staff cannot deal with customers queuing and those using the pin pad at the same time!!!!”

Helpful Report

Posted 5 years ago

“Struggling getting refund from order returned in store 14th of October, third week on with customer services now not even getting replies or acknowledgement that my issue is being dealt with. Have the original receipt confirming refund but still need to fight to get my money back. Awful experience”

Helpful Report

Posted 5 years ago

“Item paid for and delivery promised by 2pm next day. No communication so contacted Next following day. Goods in transit. Next day still nothing. Very poor service.”

Helpful Report

Posted 5 years ago

“Halifax next retails shop is the worst shop. We purchased an item that didn't fit and took it back. The customer service lady who is the assistant manager named RP was very discriminatory towards and did not follow any policy to reject the item. She asks for a receipt and we told her, its on account after which she proceeded to give some flame excuse. They don't treat ethnic minority fair. They”

Helpful Report

Posted 5 years ago

“I purchased a next item through online shopping which I was encouraged to collect at my local next store. When I collected it I was encouraged to try it on at an adjoining fitting cubicle and told the lady i would keep the jumper on as I continued shopping. Another assistant stopped me when she saw a label on the jumper, and insisted that I go with her to 'check' that the item was paid for. She then, asked my husband if he had paid for the duvet cover he was carrying, (we had said at the payment desk that we had not wanted a carrier bag) she looked disbelieving at him. She did not offer ANY apology for her behaviour. We were all very disappointed with this experience and would have expected better.”

Helpful Report

Posted 5 years ago

“Absolutely shocking customer service and just such illogical systems. I went in store and ordered some boots for my daughter. I asked for them to be delivered on Friday after 1pm which they were not. They were delivered before 1pm when I wasn't in. Hermes left a calling card which should have let me track my parcel however when you go online you cannot track it as the calling card number is not recognised. Rang Next twice. The first time they said they would arrange for it to be re-delivered which it wasn't. The second time I rang I was told that they cannot over-ride the system and I need to go back in store to either re-order the item (which I have already paid for) or receive a refund as the parcel cannot be tracked. So to sum up, I paid and ordered for my parcel. It wasn't delivered when it should have been. Then when you ring through you are told they cannot track the parcel either and it needs to be re-ordered either from the original store the order was placed at or cancelled for a refund. However NO ONE seems to know where the original parcel, for which I received a calling card for has gone. The whole process is just nonsense and honestly not worth shopping with Next for - you get much better service from other companies.”

Helpful Report

Posted 5 years ago

“The Ellison Bar Set is a self-assembly set consisting of a table and four bar stools. They all went together easily enough; they were clearly made of cheap materials -- but hey, they were cheap to buy. The table is ok -- nothing special, but it's fine and neat enough. But the stools are absolute deathtraps. I cannot BELIEVE these things passed quality assurance! The self-assembly bit aren't particularly strong, but the most dangerous part is the fact that the stools are held together by four tiny (2cm) plastic pegs that slide into little braces under the seat. The pegs come out of the braces with only the slightest movement, such as that caused by simply sitting on the stool. This can be averted if you literally hold the thing together with your hands as you sit, but lose concentration or -- god forbid -- try to relax and you risk the braces breaking, the metal buckling and the stool utterly collapsing. You should not buy this bar set.”

Helpful Report

Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 5 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

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
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Next Reviews