Next Reviews

Name: Next
Rating: 3.48

3.5 Rating 1,329 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,329 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
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 22nd September 2025

Anonymous

Anonymous // 01/01/2019

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

“Identity theft, Fraud, unreasonable demands for personal information I placed an order and received a TEXT saying i need to call them. I requested a call back and the women asked question after question. Then she said said she is going to ask questions from my credit file and electrol roll. This iisn't right I haven't applied credit with them its a straight forward cash order. I work in account myself and i find it quite strange. She said as i refused the internal security she is going to cancel my order and close my account. Its a straight forward case of identity theft. I will report this to trading standards. They have no right to ask for my personal details which can be used to apply credit on my name for no reason. I do understand if i have applied for credit it my legal responsibility to provide all the right information.”

Helpful Report

Posted 7 years ago

“Not sure if I even would want to give one star! We ordered an armchair and after waiting for 12weeks, someone in their delivery cancelled our order. After contacting Next, we were told there will be another 9weeks wait until we can sight our armchair. We just welcomed a little baby to our family and wanted this armchair to help my wife to feed him but hey what a mistake to think that Next would care. Very disappointed 🤒”

Helpful Report

Posted 7 years ago

“Thank you so much Next, for ruining my daughter’s Christmas by your absolutely appalling practice! You managed to ship the present to the wrong address, not even informing me that you were about to deliver, or even informing me afterwards that you had attempted delivery after your failed delivery –wrong address remember… Then when I enquired about this parcel and found out what had happened, you informed me that the item was now out of stock and you could not ship it back to me for this reason. Your team people are acting like robots instead of using basic common sense, ie. I AM NOT TRYING TO ORDER A NEW JACKET, I WANT THE JACKET I HAVE ORDERED LONG AGO SENT TO THE CORRECT ADDRESS! This jacket does exist and is lying somewhere in a warehouse because no one in your team is able to stop and think instead of acting like a human robot!! Oh! and of course to top everything up, I am now told that I have been refunded for my “return”, but obviously the shipping costs have not been refunded!!! To sum it up: absolutely appalling service both from the team dealing with the order and from your after sales service.”

Helpful Report

Posted 7 years ago

“Re review below, it’s Brakedale sandles not Brakeburn”

Helpful Report

Posted 7 years ago

“Brakeburn Ditsy Daisy Sandals, these are £6 and in stock from the Brakedale company, next directory are charging £30 for them. It’s a disgrace. I also had a complaint about 24 hour delivery service taking several days, no one even acknowledged my complaint.”

Helpful Report

Posted 7 years ago

“Placed order on 30th December and was supposed to receive my order by 24th January. On 17th Jan received email that my item is in warehouse and that it will be dispatched within next 24 hours. Checked my bank account and next had deducted money for the purchase. On 19th Jan received an email and a text message that I will get the delivery on 20th Jan. Waited all Saturday for my delivery and received nothing. Next day contacted customer services and was told that my item is not in stock! When asked why I received all the emails with delivery confirmation was told that they expected to receive item from supplier, but they have no stock now and that it is a matter of waiting now when the item will become available and they don't know how long it may take. So now I'm a £100 short have no coat and might not even get it by the end of the winter. Honestly I did not expect such poor service from Next...”

Helpful Report

Posted 7 years ago

“On hold to customer service last night for over 45 minutes had to ring again from another phone finally got through to be told nobody can deal with my complaint promised a call back today still waiting”

Helpful Report

Posted 7 years ago

“Waiting over four weeks for order still no sign”

Helpful Report

Posted 7 years ago

“The personalised item was very disappointing - it was smaller than I expected, the engraving was hard to read even with glasses, it was delivered in a paper bag rather than a gift box and I was charged £28 instead of £21.”

Helpful Report

Posted 7 years ago

“Next, your sale is total rubbish. Unless you’re the size of a small child or rather large there is absolutely nothing for an average person. You really need to look at what other stores are doing”

Helpful Report

Posted 7 years ago

“I ordered items beginning of December one item came the next day out of 5 even though it said they were in stock. Received an email to say they would be with me on the 16th they didn't arrive. Then I received a VIP SALR slot time was able to look at what was in sale only to find out the items that I was waiting for were on the sale. I contacted customer services to see if I would be charged the sale price and they said no because I ordered back the beginning of December I had to be charged the full price. Bit I actually received them on the day of the sale how can this company do this. Is it legal do I need to go to trading standards on the matter. Come on next where's your customer service gestures to loyal customers.”

Helpful Report

Posted 7 years ago

“Accidentally left my American Express card in Next bluewater today, went back for it within the hour and was told my card had been Shredded! When I asked to speak to the shredder I was told she had gone home 2 minutes ago (this was 11.15am) and there was absolutely nothing they could do about it. With no other means to buy anything else I had to come home. Complete waste of a journey. Don't understand why they would shread somebody's bank card within an hour of it being left. I am devastated”

Helpful Report

Posted 7 years ago

“Scummy company won’t spend a penny there again. Clothes are poor quaility and customer service is woeful”

Helpful Report

Posted 7 years ago

“Awful company who don’t know how to treat loyal customers”

Helpful Report

Posted 7 years ago

“Dreadful customer service - impossible to talk to anyone on the phone. Up to one hour wait for them to answer.”

Helpful Report

Posted 8 years ago

“We placed an order in mid October expecting delivery within the next few days, but it turned out that our purchase wasn't to be delivered until 10th January. Very disappointing. When contacted customer service, no apologies from the shop and the assistant I spoke to seemed surprised that we weren't happy with extremely delay. Also, delivery should be free over certain price.”

Helpful Report

Posted 8 years ago

“Next failed to deliver a footstool despite emails and a text the day before confirming the order and the time. They never arrived. When I contacted Next they toLd me that they had cancelled the order and the item was not now available. I have sent 5 emails and not had the courtesy of any reply and the phone line has offered me a wait time of over an hour on the 4 occasions I have tried to phone them. Appalling service.”

Helpful Report

Posted 8 years ago

“Ordered corner sofa dining table and 4 chairs, numerous e mails giving delivery date and time slot. No furniture arrived no explanation. All old furniture was removed therefore nothing to sit or dine at. Still no explaination numerous phone calls with lengthy waits and store visits. I was told failed pick up from the warehouse this means nothing to me. Never had such abysmal service from any one. Still 5 days later no contact regarding delivery Wondering if there are financial problems with Next and I am never going to get my furniture, Looks like it will be back to John Lewis.”

Helpful Report

Posted 8 years ago

“Ordered two sofas on 11th July 2017, paid in full and expected delivery 29th August. When I didn't hear anything and raised a query with Next I was told they wouldn't be ready until 18th November. I then received two letters on 2nd October stating the sofas would be ready on 11th November followed a couple of days later by an email stating the sofas were ready for delivery. I arranged this for 20th October and had an email and three texts from Next confirming this. 5 minutes before the delivery was due to arrive I had a text stating the delivery would not now be taking place - not even the courtesy of a phone call. I am now left with no furniture to sit on (having arranged collection of my old sofas the day before) and no idea when - or indeed even if - the new sofas are likely to arrive. Annoyed and disgusted doesn't even begin to cover it.”

Helpful Report

Posted 8 years ago

“The service received from online, relating to kylie minogue bedding I have returned has been diabolical. 8 months later, I’m still fighting for the monies to reach my card”

Helpful Report

Posted 8 years ago

Next is rated 3.5 based on 1,329 reviews