Next Reviews

Name: Next
Rating: 3.49

3.5 Rating 1,325 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,325 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service a joke. After several phone calls made by our selves to this department reference a damaged item & past from pillow to post. We had to go in store to get the issue resolved. We submitted a complaint about rude & unprofessional service given by customer service "person". Just to be told...... Please except our apologies, your complaint as been forwarded on for further training. The store we visited how ever were brilliant & resolved our issue but even they did not praise customer service. Now that's saying something..”

Helpful Report

Posted 5 years ago

“Very good communication and the shops feel safe when collecting.”

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Posted 5 years ago

“Having worked extremely hard over last few month I saved for a brand new bed and mattress from Next. What a mistake, the mattress has a disgusting chemical smell that won't go away and the bed itself sounds like it going to fall apart when you move. I am trying and trying to resolve with next but 2 weeks now and emails take 4 days to respond and when you call your left on hold for hours, so can't as have work. Due to lack of sleep this has seriously affected my life, I thought buying quality from a good British brand would of been a breeze, how wrong I am. Avoid Next for furniture and expensive items, once they have your money your health and content is not a care to them.”

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Posted 5 years ago

“Cheap tat.”

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Posted 5 years ago

“Spent £2000 on furniture and some parts didn't work so I tried to call but was asked to email but you only get a reply every 4-5 days. I have now not heard from them for nearly 2 weeks. So tonight I decided to call and i have requested a call back and still no response. I have now been in queue for 90 minutes shocking customer service will never use them again”

Helpful Report

Posted 5 years ago

“We've spent over £10,000 in next in the last few years. I ordered a sofa in the sale. They delivered the WRONG COLOUR. Spent over an hour on hold to get through. Said they couldn't deliver the right colour as it was out of stock and was told TOUGH! Take it or leave it. We'll give you 10% off! Disgusting service. We'd ordered bar stools at over £300 to match, now they don't match and we can't return them. Had planned on ordering over £4000 worth of other furniture, but your blatant disregard for customers has meant we've now sourced these elsewhere. There is no way you could have re-sold the sofa if you'd have collected it for anywhere near the 10% discount so why bother insulting your customers. Your customer service manager cost you over £4000 for his arrogance! Will never order anything from next again.”

Helpful Report

Posted 5 years ago

“Ordered and paid cash for 3items of living room furniture in January with a guarantee of delivery time within 8weeks. Received email before lockdown to say delivery would be delayed by 5weeks!When it eventually came one set of legs were wrong style and colour!! Made numerous phone calls where I took more than 1hour to get through.Was eventually offered a Giftcard to be spent in Next(one way of clawing their money back) After much emailing and phoning they eventually agreed to give us a refund!Very disappointed with the after sales service. Will definitely NOT be dealing with Next in the future.”

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Posted 5 years ago

“Awful. Customer service non existent, refuse to honour gift cards, product quality is awful and overpriced. Do yourself a favour and use one of the many other better options.”

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Posted 5 years ago

“I went into store Saturday 11 July we purchased a cuddle chair chose the material told it would take 4/6weeks Delivery on the way home received email saying would be delivered wed 15th July and it arrived in the time slot gorgeous chair and was delivered by two polite friendly guys they had masks on gloves and kept the 2m distance so have no complaints especially during these difficult times .”

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Posted 5 years ago

“Love Next online. Great range of products, fast delivery and easy returns.”

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Posted 5 years ago

“Omg I’m seriously losing my patience , I’ve been trying to contact next for 5 days now , either by chat and Fone , I’ve just sat for an hr and 5 min on chat , which said estimated time 8 min 😡and when you Fone and ask for ring back and they say estimated time 17 min and you won’t lose your place , I’ve not been called back yet after 13 times , disappointed in a company like next”

Helpful Report

Posted 5 years ago

“Only rated 1 star as couldn't rate 0! Shambolic and disgusting customer service!Can totally agree with all the bad reviews on here. Ordered my son a bed in February. Had two delivery dates arranged only for nobody to ring or turn up. I have been chasing it every day since then. Lied to by staff and emails ignored. Absolute disgusting service from such a well known retailer. Will not be back. Also had to complain about WYATT bars tools 7 times as they sent them with no fittings/instructions!. When I requested the fittings they sent them for the wrong stools!Useless. And please Next stop using the 'due to the current situation excuse!!!!!!”

Helpful Report

Posted 5 years ago

“Absolutely disgusted with Next after over 20 years of loyal custom. To be blatantly lied to, yes LIED, by a supposed supervisor is unforgivable. Several managers in different stores have confirmed what I have been told is absolute nonsense and, after being shown evidence, a couple have said they will be taking it to their area manager to be looked into, though I strongly suspect this will go nowhere as the the problems seem to be higherup the chain. Avoid at All costs. The staff in the shops are lovely but unfortunately have no say in the disaster that is happening in management and the suppliers that are now actually 100% in control.”

Helpful Report

Posted 5 years ago

“Purchased this ‘high impact’ wire free sports bra. It’s felt very comfortable when first tried on and did support my bust when running HOWEVER. When I took it off after my run, my skin was broken where the seams had been sat between the cup section and the mesh layer. I’ve been running for 20 years and have never had a sports bra do that. Very poor design.”

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Posted 5 years ago

“Like going in to the shops to look and try on something a bit pricey otherwise all ways find something”

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Posted 5 years ago

“I have a Nextpay account which I find works really well for me. I get priority ordering when they have a sale. Luckily have been still able to order sporadically thru Lockdown, although they did stop for a while. But on the whole, I find the company & delivery good.”

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Posted 5 years ago

“Quick delivery, excellent products”

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Posted 5 years ago

“The delivery process was excellent - especially given the Covid-19 challenges. However, the Malvern chest of drawers was missing a part and the phone number to Next isn't working - so you have to fill an online form in to report the issue - that has a promised turn around time of 7 days so presumably I'm going to wait at least 2 weeks to receive the missing part. The end product (which was far more expensive than a similar Ikea product) is not as good quality as Ikea, and was more complicated to put together. Overall - very disappointed.”

Helpful Report

Posted 5 years ago

“Next deserves no stars. Ordered a present for my grandson. Correct order failed to get there twice. Pick up arranged. Nightmare attempts at calling and emailing involved disconnected calls, frozen computer, online useless loops, phones not answering. Eventually manage a reorder though now out of pocket for a third time and still no refund for first two orders. Bizarrely I get a call asking for info related to previous addresses as because of unusual ordering process (I’ll say!) system has alerted a possible fraud situation. After going through all that my third attempt is apparently okay until an email arrived today saying that a supply issue means they won’t be delivering the present on Wednesday as stated. I feel sorry for all those working in customer service for Next but most of all customers who like me have to be out of pocket for 3x£42 and still tell my grandson no present will be arriving 2weeks after his birthday. Hopefully I will get my refund.”

Helpful Report

Posted 5 years ago

“Ordered makeup, paid postage. On arrival item was smashed. Cost £2 to return even though damaged. E mailed to complain still waiting for reply.”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,325 reviews