Next Reviews

Name: Next
Rating: 3.48

3.5 Rating 1,333 Reviews

63 %

of reviewers recommend Next

Company Reviews

Questions

Metrics

3.5

Based on 1,333 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 32%
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

Visit Website

Email:

info@next.co.uk

Write Your review

Tell us how Next made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“absolutely shocking service. We ordered a coffee table, TV table, nest of tables & two chairs. When they were delivered the tables came as a flat pack to be assembled by us & one of the chairs had been made with the wrong fabric. If we wanted them to assemble the tables it was a £30 charge for each item. When I phoned them I was told that the T & C`s confirmed that the tables were a flat pack but we were never given a copy nor did I think that I should have asked for them. The time quoted for assembly was 30 minutes but it took nearly two hours for the bigger items. Then there was the problem of what to do with the packaging. Luckily I have an office where I could use the refuse bins and after two journeys I managed to put it all away. I am nearly 70 & my wife is 68 and we are fairly mobile but what if the delivery was to someone who is not. We are now having to wait another 8 weeks for the delivery of the correct chair. The flat pack situation should be explained at the point of sale.”

Helpful Report

Posted 6 years ago

“I wanted to buy some suits online for a new job I'm starting soon. I payed with a debit card and it said order accepted, cool. 15 minutes later I get a dodgy looking email and text saying they need to talk to me. So I call them and they want me to give them all sorts of personal details OR re enter my card details over the phone to actually accept my order. I didn't want to give my card details over the phone so I chose the first option. They said all 3 of my emails and my only phone number "aren't associated with me" so they couldn't accept my order. What rubbish is this? Do they NOT want my money? I wanted to spend over £400! Are they trying to make me use credit? I entered my debit card details and wanted to pay straight away. Ridiculous customer service and ordering system. Guess I'm going to have to spend my money somewhere else.”

Helpful Report

Posted 6 years ago

“Worst customer service ever. Had to beg for a free return for a wrong size THEY sent by mistake for over a month and after chatting more than 10 times through the live chat they finally got it arranged! If you want to make a small change like a minute after you place the order its not even possible!”

Helpful Report

Posted 6 years ago

“They say next day delivery if you order before midnight so I've ordered before then should have come yesterday but didnt. contacted the customer service they said it was with hermes for delivery and will be with me. It hadn't arrived for a £4 delivery charge I expect next day as u say on your website 48 hrs later it still says order with depot. But I order from sports direct the same day having reputation for bad delivery and I get it next day. so next for them to beat u with a bigger order think you need to step up to the plate or don't promise what u cant deliver”

Helpful Report

Posted 6 years ago

“Very Poor Customer Service !! I purchased a skirt online and then cancelled as the delivery was weeks ahead. A week after cancelling I rang to see why I had not received my refund. Amazingly was told it was not process and they would process straight away. A week later I am contacting again and being told it was processed but I have still not received my refund into my bank account. I totally understand now why you have a 1 star rating on Trust Pilot. A company so large and can not action a refund which was done on line. APPALLING !!!!”

Helpful Report

Posted 6 years ago

“I required a refund on some table mats and coasters that I bought about 2 months ago so i didn’t have receipt or packaging. One of the table mats was faulty it had 2 like air bubbles inside only noticed that one atweekend when I had guests over. Went to local Next to no avail they said needed product code couldn’t do anything without it then went twice on chat line got timed out before I could get the matter solved. So I am very disappointed in the way I got treated. Look forward to hearing back from you Mrs S E Covington”

Helpful Report

Posted 6 years ago

“Confusing online journey - where to enter a discount coupon? Couldn't find it. Very confusing £10 off first order (but only if you agree to a store credit card) - very questionable. In this day and age, £3.99 for home delivery even if you have paid over £100 is outrageous. I shop online a lot and work in ecommerce and this has to be the very worst digital retail experience I have had in a long time.”

Helpful Report

Posted 6 years ago

“I purchased 2 tops from next both similar material they both have shrunk. I washed them separately as per instruction very disappointing”

Helpful Report

Posted 6 years ago

“Visited Next, Brent X, today. Only one staff available to help customers and she spent her time with one lady.I waited over half hour for her, as she wasn't free and there was no one else I went to the other 4 furniture shops in the complex and went back to Next as I had identified a couple of items that were of interest to me.I was looking around for someone and spotted the security man who I mistook for a sales staff.He kindly offered to get someone for me and he did by shouting across to someone towards the back of the shop that a customer was waiting for some assistance.He then stood around for a while for that person to come. Then he told that person again and told me the person he spoke to will come to me when he finished what he was doing.I stayed for almost 40 minutes and decided to come away as parking is allowed only for a limited time.Just then I saw a young man going to the computer and after spending a few minutes at it,he looked at me, hesitated , stopped himself from coming to me, then turned round and walked off disappearing to somewhere at the back.My mobility is not very good and I was towards the front of the shop trying out a chair I liked. As he was told where I was he could have spoken to me. The shop was not busy at all. I am extremely disappointed at the lack of sales staff and the attitude of those who are there which was a striking contrast to the service I received from the staff of the other shops in the complex I visited.”

Helpful Report

Posted 6 years ago

“After waiting nearly 10weeks for my delivery wrong item has been sent to us,not happy with customer service at all,won't we ordering on next website in the future,very disappointed!”

Helpful Report

Posted 6 years ago

“A pair of their jeans bled so badly and so consistently that they completely stained my entire dryer drum and the dye then rubbed off onto other loads of clothing that I ran through the dryer. All of my white and light colored clothing was ruined as well as my dryer. I even have video evidence of the actual Jeans staining my dryer and how it then rubbed off onto a white dry wash cloth. After weeks and weeks of communicating with their “customer service,” dealing with slow responses, having to mail the jeans back to them, and them claiming to do heir own tests in the jeans, they now claim the jeans are not faulty and didn’t cause the damage. I’ve even sent them the video evidence now and they are completely ignoring me. Will never buy from Next again. I encourage you to not buy from them either. Clearly they don’t care about product quality or customer service or making right what they have wronged.”

Helpful Report

Posted 6 years ago

“NEVER BUY FURNITURE FROM NEXT. DISGRACEFUL CUSTOMER SERVICE, DONT WANT TO KNOW ABOUT ISSUES JUST FOB YOU OFF. TAKE YOUR MONEY AND LEAVE YOU WITH BELOW STANDARD SOFAS. AVOID AT ALL COSTS!!!!!”

Helpful Report

Posted 6 years ago

“Ordered new bedding, was meant to be delivered on Wednesday. It didn’t arrive. Phoned on the Thursday morning, advisor apologised and offered to refund delivery. Said it was not getting deliver on the Thursday but would be with me Friday. Stayed in all day, phoned about 1800 hrs to be told would not be with me on Friday either. Lost the will to live and cancelled the order and am going out shopping tomorrow instead of waiting for an order that is never going to be delivered. Giving up on Next. Last order was days late too and arrived broken.”

Helpful Report

Posted 6 years ago

“Delivery took 4 weeks, email everyday to say it would be delivered today then further email stating it was delayed. Emailed customer services daily to receive standard email stating we are sorry for your delay. Awful customer experience”

Helpful Report

Posted 6 years ago

“Pity I had to give a star to be able to write a review. I purchased sofas and chair 12 months ago. I’ve had one sofa and chair replaced due to faults. Having waited weeks for all deliveries the replacements are so sub standard it’s untrue. The customer service is non existent and totally inadequate they just don’t care. I’ve sent emails and escalated my complaints to no avail. I am now left with creaking furniture that has been checked by so called furniture technicians who because they can’t physically see anything the item has been made to standard. The technicians are very busy, wonder why and apparently spending 2 k on lounge furniture is why you get poor quality items! I couldn’t find any furniture reviews before I bought the items I wonder why. This is the only satisfaction I can get as unless I get a full refund which won’t happen I am stuck with the rubbish furniture. I know I will be purchasing more furniture in the next year from a reputable furniture retailer.”

Helpful Report

Posted 6 years ago

“Please please sort out your sizing I bought 2 pairs of jeans quality brilliant both size 14 in 2 different colours. There is about 2 inches difference in size. This isn’t the first time either. I have 2 other sets of trousers in 2 different colours one pair size 14 the other size 16. What is this all about how can one size be sooo different. I was always able to lift a size 14r of any rail in any next store and know it was going to fit. Not anymore come on Next love your quality can’t depend on your sizing !!!!!!!!”

Helpful Report

Posted 6 years ago

“My daughters paid £30 for flowers for Mothers Day from my 2 grandchildren, they were terrible for the price paid and looked nothing like advertised. Daughter made a complaint and as an apology, another delivery arrived today (5th April 2019) and they are no better, in fact look worse. I have advised my daughters never to buy me flowers from Next again, you can get better bouquets from the supermarkets and at a cheaper price.”

Helpful Report

Posted 6 years ago

“Went to Blackpool shop assistant was rude maybe because I was buying male shirt she measured my collar but wasn’t very helpful with will never go back in again guess she doesn’t like gays”

Helpful Report

Posted 6 years ago

“Every time i return an item i have to chase you to refund me. 3 times this year. I don’t have time to waste on something you should do automatically. Now awaiting £28 refund. On day 7.”

Helpful Report

Posted 6 years ago

“Long term customer receive letter concerned at my level of returns even though I pay for each delivery and return and don’t use the £20 unlimited delivery service . Feel very let down by a company that had my sole purchase of clothes told my spend was 94% of what I order but I order quite a lot.. if this is the future of next service questioning people on why they don’t buy every item delivered then they will lose a lot of custom I pay on time every month always purchase at least two items a month ... disappointed.”

Helpful Report

Posted 6 years ago

Next is rated 3.5 based on 1,333 reviews