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

“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”

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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.”

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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”

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Posted 7 years ago

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

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Posted 7 years ago

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

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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 7 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 7 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 7 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 7 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 7 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 7 years ago

“Hi I was looking to buy girls clothes age 6-7 I have never seen such poor quality of fabric and design really bad!! Jeans thick hard fabric how could you let a child wear Dresses shoulders bare like grown ups come on sack the designers and buyers and employ people who know about fabric design and comfort !!!”

Helpful Report

Posted 7 years ago

“""I ordered a pair of school shorts for my little boy to wear on Monday. Shorts cost £9 and I paid an additional £5.99 for shorts to be delivered next day between 14:00-15:00. At 15:30 no sign of shorts so I chased this up and was told shorts had not been collected by courier so would not be delivered until the following day!!!!! My son urgently needs a pair of shorts for school tomorrow!!”

Helpful Report

Posted 8 years ago

“Delivery failed to arrive as promised yet again, my mums birthday present is now late. Courier service is now appalling, what has happened to what was once brilliant customer service.”

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Posted 8 years ago

“Look on your system as I am not wasting my breath any further”

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Posted 8 years ago

“Avoid avoid avoid!!!!! Absolutely fuming with next disgusting customer service!! I'm so fed up ordered my Sofa and snuggle chair on the 18th June paid in FULL told delivery within 6 weeks by the 30th July. Then got told not due in warehouse until the 22nd august. Got insulted with a £15 gift card for this!!! Told they would sort out a loan sofa and chair within 72 hours 10 days later my loan sofa turns up but no chair!!!! So one small sofa for 4 of us to sit on!!!! I now get An email saying my sofas are now not due in warehouse until 23rd of September!!!!!!!! What the absolute hell!!!! I'm So so so angry you have made constant cock up after cock up!!!! I will Not longer be shopping at next and am Closing my next account!!! I want my money back plus compensation for all the hassle and delayS!!!!!!!!!!!!!”

Helpful Report

Posted 8 years ago

“The worst big brand name shop I have come across. Ordered items in Sale December 2016 and still trying to sort them out items did not arrive and just before they were due to be delivered (Sofa) got a call saying that they had run out of material (leather). Then after selecting replacement they want to charge full price (items ordered were in half price sale). Will not get my hard earned money!!”

Helpful Report

Posted 8 years ago

Next is rated 3.5 based on 1,315 reviews