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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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

“Ordered 5 pairs of Skechers trainers size 6, but received 2 sixes, an 8,9 and 10, one of the 6s wasn't the right style. WhenI took them back the assistant treated me like I was trying to defraud/scam them. I showed her the order on my phone which told her what should have been in order. She never apologised for the mix up and snapped at me when I commented they must have been having a party at the warehouse. Even an 'oh dear' would have been acceptable. So two trips into shop and nothing to show for it. Think I am done with Next don't need to be put down when I am the one receiving bad service.”

Helpful Report

Posted 5 years ago

“Next is an awful company to purchase items from. The items are nice but the delivery of the items and customer service is less than 0. They never update you on the times they will deliver items they constantly delay delivery times and no one ever picks up the phone. On 2 occasions they have lost our delivery and once delivered just left it outside in the rain. Think twice before you order from the expensive taste! With poor customwr service, delivery and after care”

Helpful Report

Posted 5 years ago

“Item arrived broken. Terrible quality. Customer service appalling.”

Helpful Report

Posted 5 years ago

“It's ashame we can't give a -* for a review. As a lot of people have stated before, I too have been a customer of Next for many years and spent a lot of money with them. The recent debacle I had endured caused nothing but stress. After shopping round for many, many months for a new bedroom furniture set, I finally found the one I wanted. The Hampton range. I measured my room, organised where everything would fit and what would go where. I spent over £4500. I specifically ordered a midi wardrobe to put my workwear in. It wasn't until I enquired about where the 2nd part of my delivery was that I was told it was now discontinued. I asked how it could be discontinued as I ordered it 3 months ago and you took my money. I'd paid for it. In effect, they'd stolen from me. I was offered the option to buy a bigger wardrobe BUT I would have to pay for it first, have it delivered and then arrange a separate collection for the wardrobe I'd ordered which was smaller. Or I could arrange delivery of the smaller wardrobe first, wait for my refund and then reorder the bigger wardrobe. But doing that I wouldn't be guaranteed that the larger wardrobe would be available!!!!! I am writing to the Chief Executive. With over 20 years in the banking sector, and 10 years as a Consultant of Service Excellence, I can see the writing on the wall. If Next are in business in the new year 2021 it'll be a miracle. I implore anyone who is thinking of making a big purchase with Next to take your business elsewhere. I promise you will regret choosing them. The aftercare, as people have already mentioned, is deplorable. If like me, you'd made the mistake of placing your order before reading reviews, good luck! You'll need it. If on the other hand, you're doing your homework and reading these reviews first, then be grateful. Grateful that you've been saved from an experience from hell. If you enjoy stress, have oodles of time and patience, don't mind being robbed and lied to, please use Next.”

Helpful Report

Posted 5 years ago

“DONT ORDER FLOWERS FROM THEM! Sadly second flower delivery still not been delivered...no one knows where they are and whilst returning the money.. . a 60th birthday present hasnt been delivered yet again. Not reliable so stick with M&S ....better flowers and actually deliver! Another delivery been ordered but cant be guaranteed. DFD clearly taking Next for a ride and taking the deliveries for themselves whilst Next do nothing to challenge them but just order more through them!”

Helpful Report

Posted 5 years ago

“I would definitely not recommend Next if you’re purchasing furniture. I ordered a sofa, the wrong one was delivered.....twice! I spent ages on the phone trying to sort it out each time. Each time the delivery men delivered the new sofa they were unaware they were doing a collection as well, even though I specifically checked this on the phone with the Next advisor. They couldn’t fit it in the van which meant I had to sit in for hours, in total four times with a 7 month old baby waiting for them. I also ordered dining chairs from them, 2 were marked. When I rang to get these exchanged the chairs had sold out so they offered me a partial refund on them which I accepted. Obviously this didn’t go into the bank account so 2 weeks later I chased it. Spent 40 minutes on the phone and eventually did the call back option, never received a call back. So I rang again the next day and spent an hour waiting to get through to the credits team. Absolutely shocking amount of mess ups. Definitely didn’t expect that from a company like Next. When I was talking about it to the delivery men they said they have loads of customers saying the same thing to them. Also, I ordered multiple items in one order. One chair wasn’t available till December but the other items were available sooner. They send everything out together which meant I would have had to wait till December for everything even though the other items were available in September! I only found this out by ringing them up to query it.”

Helpful Report

Posted 5 years ago

“I ordered a north face jacket for £175 on the 1st of September, then received an email saying it was delayed to the 19th of October. I though fine okay, maybe due to the pandemic it may be hard to get my item shipped so I was patient and didn't say anything and waited. Now I received an email today on the 15th of October to make sure my jacket was arriving on the 19th and saw an email saying that it was delayed to the 7th of December! I wanted a warm jacket for the winter which is why I ordered it but there's no point if it's going to keep getting delayed. I want the jacket by the 19th of October or a full refund. This is not a £10 top, I paid £175?! I am only 17, and i saved up my own money, this is so disappointing.”

Helpful Report

Posted 5 years ago

“Treat NEXT the same way they treat you. Need i say more.!!!”

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Posted 5 years ago

“Next is a joke. I actually received an email for another person. I hope she gets it and gets her problem resolved because they certainly have not resolved mine. They don't have a clue what they are doing. If they communicated and took the time to look into peoples problems maybe that would help but that is not happening. Will never buy from them again.”

Helpful Report

Posted 5 years ago

“Ordered paint to ge del 8th oct didnt arrive tried to speak to someone on online chat donna couldn't help she passed me onto zahrah at 9.43 said il be a moment its now 9.58 still nothing .wont order anything else due to your bad customer service and using hermes”

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Posted 5 years ago

“Ordered clothes on 2/7/20 delivered 23/920”

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Posted 5 years ago

“I had a problem with my sofa when I bought it and contacted customer services I have not had the decency of a call back despite complaining several times and them sending out a chap to check it. I now have a piece of wood under the cushion as this is the only way I can use the sofa without getting a bad back very disappointed and upset beware if buying any sofas from next 😡😡”

Next 1 star review on 29th September 2020

Helpful Report

Posted 5 years ago

“Order made on 10th of September. After a week received an email that I returned the stuff I order, not true...No refund, still waiting for it. Spoke with the courier and the parcel never arrived to them to be delivered. I will keep you posted if I will get the refund. Don't recommend.”

Helpful Report

Posted 5 years ago

“We ordered a sofa on 30th June 2020, when ordering online it said it would take 11 weeks for both sofas to be delivered. Today being the 15th September some 11 weeks to the day and several phone calls, we still don't have our sofas. I spoke to next on 12th September to be told that from 15th September we would be able to arrange delivery of our sofas. Today I've contacted next home to be told that the large sofa isn't available. Apparently it's being delivered into their warehouse today and I need to ring back in 72 hours when the sofa has been quality checked to then arrange delivery. When ordered both sofas and going to my next online account it reads the following message "tracking is unavailable. However, don't worry your parcel should be on it's way as expected" this is a complete lie from next as my item isn't on it's way as expected.......I don't know when my sofas will be arriving. Next don't stick to their promise of delivery date & they don't communicate with customers, as stated above I've had to make several phone calls to find out what is happening with my sofas.”

Helpful Report

Posted 5 years ago

“Bought opus chairs only 7 years ago phoned to complain the faux leather peeling all over and splitting at seams. We are pensioners and they only have light usage. Customer Service experience was awful - first call put from one adviser to another told they do replacement covers to go into Store for further information. Travelled 28 miles round trip to nearest Home Store to be told they dont do this and have never heard of it. Given phone no to phone and ask 1. Had these chairs been recalled (no longer available!!!!!!!) 2. Had any other customers experienced similar problems After phoning and listening to 'awful' music for 15 mins was given an option for them to phone me back. Eventually 1hr 15 mins later was phoned back and she told me she would get back to us after she had looked into it. 1 hour later she told us after 7 years this would be classed as just normal wear and tear. They have not been misused as only 2 of us. Buyer beware these chairs cost nearly £400 for 4 and customer service was awful. I certainly won't be buying again she even suggested I might want to choose an alternative chair!!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

“This store Ideally should close it as the services are not there. Wastage of time and your money. I ordered item3-4 times and when I reach store for collection it is not there. Their customer service is RUBBISH than anything.”

Helpful Report

Posted 5 years ago

“GARBAGE customer service from the online furniture department. Perhaps stick to clothing and accessories if this is what happens when you move away from your core business. Utterly disgusted.”

Helpful Report

Posted 5 years ago

“Ordered two pairs of Hypercurve jeans, both same size but different colours. One fits perfect the other I cant get on at all and too short. Also website doesnt allow for me to collect in my local store.”

Helpful Report

Posted 5 years ago

“Odered 11 items on 2nd July, I understand it can take 28days for sale delivery. The time passed and I messaged and was told 28 working days. More time passed and still nothing. I was then told 46days. One item arrived. Then nothing. I contact again to be told "just be patient" it's now 65 days later and I'm still waiting on items. Absolutely terrible service”

Helpful Report

Posted 5 years ago

“Having purchased a bed and mattress back in May, spent over £1,100 to treat after working long hours, what a disaster, Bed was terrible the noise it made was horrendous and the kingsize mattress it had the worst chemical smell and still today I am waiting to return and get money back its stuck stinking my hall way out. I choose Next due to name, it took nearly 4 weeks to speak to someone a further 3 weeks to get bed collected and I am still stuck with mattress in September, please never use! I was helpless and had weeks with little sleep, they ignored and simply blamed demand, digusting.”

Helpful Report

Posted 5 years ago

Next is rated 3.5 based on 1,329 reviews