Name: Next
Rating: 3.50

“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 4 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.”

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Posted 4 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.”

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Posted 4 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!!!!!!!!!!!!”

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Posted 4 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.”

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Posted 4 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.”

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Posted 4 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.”

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Posted 4 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”

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Posted 4 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.”

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Posted 4 years ago

“The issues experienced while trying to resolve what should be a simple problem have been quite dreadful. Not only did Next ship and order of mine to the wrong address, they subsequently closed down my account. The order (which I never received) was added to a Next credit account, and since my account was closed upon Next finding the order had been shipped to the wrong address I sought confirmation from Next that I would not be liable to make any payments against my credit account for this item. They confirmed to me that I didn't have an outstanding balance on my account and would therefore never be charged. Over a month on and I am continuing to receive threatening non-payment letters, emails and SMS messages for an order I never received. I have tried email but I never get a response. I resorted to Twitter, but they're unable to help with credit account issues. I am unable to speak to anyone because the phone lines are consistently too busy and therefore frequently either hit a voicemail (and never receive a call back) or simply get an automated message saying they're not currently accepting inbound calls. The level of incompetency on display is frightening. It boggles my mind that they remain in business if this is how customers are treated.”

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Posted 4 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

Helpful Report

Posted 4 years ago

“It's a shame I have to even give them 1 star, they deserve none. Absolutely disgusted with next and will never ever use them again, and I'll be advising all my friends and family of exactly the same. I made my order on the 2nd July, was advised that it would take 7 days.. it is now August 18th. I've emailed time after time and I keep on getting no more than a copied and pasted reply from customer service saying "your order is being processed and we are still on track to deliver it with in the time scale on your order confirmation" If that was the case it would have been with me by the 9th July. That is literally the ONLY reply I can get, the same wording from several different advisors. I've even gone through and raised a formal complaint.. and they haven't even responded. They've effectively stolen from me.. they've taken my money and not delivered any goods, and have avoided me ever since. Do not use Next.”

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Posted 4 years ago

“Ordered flowers and chocolates for a family members birthday. Very disappointed with the flowers looked very poor and no chocolates in box. Tried phoning many times and left 4 emails and not one person seems to care or willing to help/ listen to feed back. Very disappointed.”

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Posted 4 years ago

“Completely unacceptable and unprofessional customer service. If you come across any of these people: Liz Kerr, Jeanette Williams, Louise Hobbs or Jaspal Kaur AVOID They are purely in their jobs to do what is in the best interests of the company and not their customers.”

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Posted 4 years ago

“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..”

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Posted 4 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 4 years ago

“Cheap tat.”

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Posted 4 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”

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Posted 4 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.”

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Posted 4 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.”

Helpful Report

Posted 4 years ago

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 71%
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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