Next Reviews

Name: Next
Rating: 3.48

3.5 Rating 1,329 Reviews

63 %

of reviewers recommend Next

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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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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

“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

“Ordered for next day delivery what a joke courier couldn’t find we are a big white pub on a main road near the main hospital now have to wait 5 days for over 220.00 to be returned to my bank Next sort out your delivery”

Helpful Report

Posted 6 years ago

“ordered and paid for a rug online at next in December they said be with you in a week no sign phoned up only to be told be a further 3 weeks that has been and gone now ,still no rug will cancel tomorrow and spend our money in tk maxx instead spent a lot of money in next at Christmas and not in the sale either fed up with lies and poor service shall take our money elsewhere now next your a joke keep it up and you will be gone of the high street soon”

Helpful Report

Posted 6 years ago

“Where do you start, with Next online or retail outlets. I have placed serval order and paid for next day delivery with a time slot only to find they send you a text an hour before your delivery to advise you it won’t be happening as they promised and in fact it will be a further 2/3 days before you will get your order. There customer service is a total joke. When you call them to complain, they can’t ever read there own systems. There MD has lost touch with his customers and they continue to lie. There is no such thing as a Next, next day delivery in my opinion. It should read if we have the staff or commitment to do this. If there warehouse staff run out of time when it comes to there picking and packing your order they still put in there website (picked and packed and left our warehouse) when this could not be further from the truth. It hasn’t been packed and left the warehouse. The truth is it still there and hasn’t been touched. Customer service can’t tell you this either as according to them what you see on there website under tracking your order, they can’t see. If you ask to speak to a manager your advised they will call you back before 9pm in the evening when your calling in the morning. When they call you back to say nothing they don’t help you they just apologies. It does not appear to me that Next have the slightest interest in there customers at all. It they have issues with understaffing then they should pull there’s offer to delivery next day until they sort them selves out. They are taking your money under false pretences, they are totally misleading there customers and laughing at us whilst they do this there board of directors should be ashamed of them selves. Please don’t think this is a one off and I just venting this is the second time in two weeks. My daughter also order and her package did even arrive and when she called there customer service they sent her a picture if it by a front door that wasn’t even hers and wasn’t one even on her road. No apology and no order. Customers are being duped by Next. Well Next customer, I been a loyal customer of yours for years. But not anymore and I would highly recommend that other customers think the same way and vote with there feet and stop using this company until it gets its act together and remember that it us the customer that continue to keep them in business and on the high street. So Mr Simon Wolfson MD of Next Retail. Since you can’t find it in your rather busy day to respond to your customer your companies life line then may you want mind in your customers taking to the internet to vent there frustrations. Maybe to could leave something if you spoke with your customer in just want is good customer and rather than talk at them ask the question what could we do to rectify this our error. But given my recent experience with your company, I would say this is somthing fir frighten to do.”

Helpful Report

Posted 6 years ago

Next is rated 3.5 based on 1,329 reviews