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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Next 1 star review on 9th September 2025

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Anonymous

Anonymous // 01/01/2019

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

“Ordered a hoody online and they send me a shirt to the store after 3 weeks. Went to return this to next store Riverside, no apology, had to wait about 20-25 minutes..the person at the till din't know what she was doing, up and down to the manager..in the end settled for a refund. Poor service. Disappointing”

Helpful Report

Posted 6 years ago

“What on earth is going on with your online service? I’ve ordered items last week and this week all saying in stock when ordering, nothing arrived then today I placed an order only three items went on my order, one of which has said it has been delivered today??????”

Helpful Report

Posted 6 years ago

“I ordered some bedside lamps on the Saturday 29th December, and specifically chose for them to be delivered on Thursday 2nd January before 1pm. Then I received a text from Next on Monday 31st December saying they had failed to deliver the lamps as i was not home! They said they would try again within thw next 1-2 days to re-deliver, so I have been waiting in for the last 3 days for them to be delivered, and I have STILL not received them! What is the point in Next asking for us to choose a specific delivery date if they are just going to ignore this, and deliver when they want?! Shocking delivery service, and I will definitely NOT be using this company for online orders ever again!”

Helpful Report

Posted 6 years ago

“Yet again, Next have continues to send and charge me for Catalogues even though I have requested them not too. ALSO, It is extremely difficult to contact them, The phone system were I requested a ring back - not happened yet, No response to email - Disgusting Customer Service”

Helpful Report

Posted 6 years ago

“So I placed certain orders meant to be Christmas presents since the 7th December and to date I haven't received them. What I don't understand is that I placed orders for this same product on the 11th December and even quite recently. If the products aren't available to deliver why do they keep showing up as in stock? The planned delivery date is amended daily yet the items haven't showed up. Totally disappointed. Its the 24th December and I'm still frantically searching for replacement gifts.”

Helpful Report

Posted 6 years ago

“Next This company is the worst company I ever seen. I bought some items online on the same day but I received the order splitted in 2 different days without advised me and any other explanation. Finally I receive my last item nearly 15 days later from the date of my order with again no explanation of why the delay. I was unhappy with one part of my order (I bought 2 pair of trousers) because they sent me a size 12 instead a 14. So I wanted to return this last trouser. I didn't have any return label on my package so went online and submitted a return request . A delivery guy from hermes came to collect my order. 10 days later of collection I didn't know anything about my refund. I went to my account on the next online store but seems my return wasn't registered so it is like I didn't sent anything back to them. I tried to get in touch with them many times by phone but nothing. Customer services is just terrible. They do nothing. Trying to get in touch by email also (after a lot of research cause it is very difficult to find any other contact except the telephone number) 20 days later from my return so in total of one month after I made my order and even didn't get any reply, solution, etc... I can't believe how NEXT is dealing so terrible with their returns. If you don't have to return anything it is probably that you don't have anything to complaint about them but if you have to... Be prepare to deal with many phone calls, worries, waist of time and losing your money. I will be not surprised if this company is one of this that have to shut down their business as many others in UK. Very sad.”

Helpful Report

Posted 6 years ago

“Absolute Rubbish, website is slow and unresponsive in certain browsers, eventually managed to get an order processed, paid for next day delivery, told that it had been delayed by one day, still awaiting delivery, rang customer services to be told it will be 12 minutes before someone can take the call. Will never use Next again, appalling service from a national company!”

Helpful Report

Posted 6 years ago

“Worst customer service EVER . Taken my money twice in 24 hours and told they dont have the stock to give me after ive paid, not interested in helping resolve and get told someone will call me back but never do”

Helpful Report

Posted 6 years ago

“Very disappointing. Next is reducing credit limit without any notice, email...something. I’ll close my account with them because the are afecting my credit score with this practice”

Helpful Report

Posted 6 years ago

“Worst customer service!”

Helpful Report

Posted 6 years ago

“Visited four local stores including large new one in Horwich, Bolton to buy hand towels, bath towels and face cloths as Christmas present for family member. Wanted dove grey colour. In each of the stores non of the colours were the same - varied between light grey colour to more of a beige. Impossible to get a set in same colour so ordered online and Next split order into three. Just collected first lot and all three towels are a different shade of gray varying from light get to beige. Online review system seems to be disabled so can't add review. Tried to ring them using their online call back and this is also disabled. What has happened to Next. Dreadful product, dreadful colour consistency and complete lack of customer car.”

Helpful Report

Posted 6 years ago

“I had absolutely terrible experience this Black friday .I have ordered 11 items, have been waiting for 2 weeks, and this has not been delivered and I got an e-email that they got my returns! I am disappointed and broken!”

Helpful Report

Posted 6 years ago

“Hi guys, I have experienced the worst customer service in the UK in NEXT Bluwater branch. I went to collect my parcels after receiving all confirmations via email holding all requested papers in my hands ( passport, debit card, my billing address, my reference numbers..). Next Sales Consultant selectively pull me out of a line to tell me I can not have my parcel because one of them not under my name and the second does not exist. I recommend buying nothing from NEXT.”

Helpful Report

Posted 6 years ago

“Absolutely awful customer service, would never order with them again or recommend. Christmas tree ordered last week, promised to be delivered on our before 1 December, no communication at all following the initial email, noticed yesterday that it had been returned to depot with no reason given. Called today and reason was the courier couldn’t fit in his van!!! Delivery now cannot be made until next Sunday, absolutely unacceptable!”

Helpful Report

Posted 6 years ago

“Review Next Home Irvine Metal Bed, White( Double) Don't buy this bed frame. Bought this for our guest room and was used by 2 adults for 3 months and the centre support beam bent. The support beam is very weak and the 2 small legs are insufficient to accommodate the weight. The beam bent, the bolts in the 2 legs sheared off. There are no parts available (as per next home). They send a technician out and look for reasons not to warrant their product. I have bought many Next Home products that are of very good quality but very disappointed with this weak bed with no spare parts and they are not prepared to accept any product responsibility, especially considering that the rest of the frame is still in immaculate condition.”

Helpful Report

Posted 6 years ago

“We've had multiple problems with Next Home. First we ordered a Huxley Painted TV Unit and Coffee table and waited 2 months to find that they were both faulty when they arrived. Chips in the paint, wonky handles, fittings that didnt go together properly and uneven surfaces - not just a dip in the wood but a full on slope!!! Both of those got sent back and replaced, the Coffee table turned up in a couple of weeks but the TV Unit took another 2 months to turn up. Order in early August, finally happy at the end of November. Secondly, we ordered a round mirror with white rim which turned up with a hole in the box as if a mouse had chewed through it. the mirror glass itself came apart from the frame and there was multiple scratches on it too. On both of these issues its clear that Next have little or no quality control process in place and its been a right faff having to arrange collections and reorders, taking time off work and time out of our weekends. Never again Next, never again.......”

Helpful Report

Posted 6 years ago

“A shame I can't do minus stars! Purchased: Aloft Mattress, super king, 6+ months ago. This will be a long one… Despite the '101 night trial' the issues we are experiencing didn't manifest until a few months in. The mattress is a memory foam type which seems to be the memory of a goldfish! We have experienced collapsing/compression of the foam in the main sleep areas which leaves a noticeable ridge in the centre. The mattress does not spring back in an acceptable period and you find yourself in a ‘rut’ throughout the night. Next sent out an 'independent expert' to assess the mattress who arrived maybe 8 hours after the mattress was last used and did his checks and measurements. His report was sent to Next and I was copied in on their comms (although I know for sure I didn't get a copy of the full report as he showed me his version on his tablet). Their response was that his assessment showed no manufacturing defects and they would take no further action. Although the independent expert highlighted some issues with the bedframe size mis-matched to the mattress (fair enough, but that doesn’t impact on the specific issues we are experiencing) his comments about “wear and tear consistent with it age and use” is laughable… it’s only 6 months old. When we purchased the mattress we had an existing bed base which we mentioned to the staff who didn't suggest it would be an issue. The independent expert suggested the centre support bar was the cause of the ridge - this is a standard bed frame type, and we were not advised to use a divan/other type of base for this mattress by in-store staff or other communications (product literature, etc). Now, perhaps my understanding of a memory foam mattress is incorrect, and my previous memory foam mattress was actually much better quality?? But this mattress is proving for an unsettled night’s sleep. I have provided a comprehensive response to Next regarding the experts assessment and all I get back is the scripted ‘we have had an independent review which suggests no manufacturing fault and we will not be taking any further action’ - not what I’d call a good customer service in recognising and addressing my concerns. I am having rather impersonal and abrupt telephone and email conversations with various members of the customer services team - one accusing me of not emailing them ‘correctly’ (“you did not write ‘FAO HOME TEAM’ in the email and we didn’t get it” despite me quoting the case ref. and never having been told or read that I need to specify that bit!) which is rather stressful. I am now 5 months pregnant and with the poor sleep quality and stress of not being able to get a sensible/personal response to my queries it is starting to get upsetting. That paired with the initial cost of the mattress and the potential loss of that money and of having to pay out again elsewhere for a replacement is very overwhelming. I would advise staying away from this mattress completely, and Bob-forbid you have to deal with their customer services team.”

Helpful Report

Posted 6 years ago

“Placed an order online and paid for next day delivery. Than I was sent an email the day after saying the all the item I have ordered were out of stock except for a £5 socks. And was told that the £5 socks is on its way and I will be receiving it within 2 working days. Are you fucking serious? I paid for a next day delivery just for a £5 socks”

Helpful Report

Posted 6 years ago

“Told delivery would be nxt day next day when unable to go out to get items get email stating won’t get items for a few days”

Helpful Report

Posted 6 years ago

“I had a 3 pack of white shirts delivered to store, I opened it in front of the staff member, and the 3 dishevelled shirts were in some screwed up plastic bag and not in the next's correct packaging. Obviously been previously returned in bad order and they had the audacity to resend it. I Immediately got a refund and advise customers to open packages in front of staff. Very disappointing.”

Helpful Report

Posted 6 years ago

Next is rated 3.5 based on 1,315 reviews