Name: Next
Rating: 3.48

“Item paid for and delivery promised by 2pm next day. No communication so contacted Next following day. Goods in transit. Next day still nothing. Very poor service.”

Helpful Report

Posted 6 years ago

“Halifax next retails shop is the worst shop. We purchased an item that didn't fit and took it back. The customer service lady who is the assistant manager named RP was very discriminatory towards and did not follow any policy to reject the item. She asks for a receipt and we told her, its on account after which she proceeded to give some flame excuse. They don't treat ethnic minority fair. They”

Helpful Report

Posted 6 years ago

“I purchased a next item through online shopping which I was encouraged to collect at my local next store. When I collected it I was encouraged to try it on at an adjoining fitting cubicle and told the lady i would keep the jumper on as I continued shopping. Another assistant stopped me when she saw a label on the jumper, and insisted that I go with her to 'check' that the item was paid for. She then, asked my husband if he had paid for the duvet cover he was carrying, (we had said at the payment desk that we had not wanted a carrier bag) she looked disbelieving at him. She did not offer ANY apology for her behaviour. We were all very disappointed with this experience and would have expected better.”

Helpful Report

Posted 6 years ago

“Absolutely shocking customer service and just such illogical systems. I went in store and ordered some boots for my daughter. I asked for them to be delivered on Friday after 1pm which they were not. They were delivered before 1pm when I wasn't in. Hermes left a calling card which should have let me track my parcel however when you go online you cannot track it as the calling card number is not recognised. Rang Next twice. The first time they said they would arrange for it to be re-delivered which it wasn't. The second time I rang I was told that they cannot over-ride the system and I need to go back in store to either re-order the item (which I have already paid for) or receive a refund as the parcel cannot be tracked. So to sum up, I paid and ordered for my parcel. It wasn't delivered when it should have been. Then when you ring through you are told they cannot track the parcel either and it needs to be re-ordered either from the original store the order was placed at or cancelled for a refund. However NO ONE seems to know where the original parcel, for which I received a calling card for has gone. The whole process is just nonsense and honestly not worth shopping with Next for - you get much better service from other companies.”

Helpful Report

Posted 6 years ago

“The Ellison Bar Set is a self-assembly set consisting of a table and four bar stools. They all went together easily enough; they were clearly made of cheap materials -- but hey, they were cheap to buy. The table is ok -- nothing special, but it's fine and neat enough. But the stools are absolute deathtraps. I cannot BELIEVE these things passed quality assurance! The self-assembly bit aren't particularly strong, but the most dangerous part is the fact that the stools are held together by four tiny (2cm) plastic pegs that slide into little braces under the seat. The pegs come out of the braces with only the slightest movement, such as that caused by simply sitting on the stool. This can be averted if you literally hold the thing together with your hands as you sit, but lose concentration or -- god forbid -- try to relax and you risk the braces breaking, the metal buckling and the stool utterly collapsing. You should not buy this bar set.”

Helpful Report

Posted 6 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 6 years ago

“My partner and I moved into our flat at the start of August, and decided to order a sofa and a bed from Next Home. We knew we would probably have to wait a while, so when we ordered and they told us it would be 11 weeks for delivery for both items, we agreed and decided we would put up with sleeping on our mattress and sitting on chairs in the meantime. They would not dispatch the items at different times without charging us double for delivery. We also paid for someone to put our bed together for us. It is now November the 8th, and we are still without a sofa and a bed. We were meant to have our items delivered on Monday 4th November, and my partner took a day off for this. We were informed that they could not get access to our street because the lorry was too big, despite knowing we live in the inner city where the streets are not very big. They then cancelled our order, and advised that we would receive a link to rearrange delivery with a smaller van within 72 hours. Needless to say, 72 hours came and went, and no link was sent to my partner's email address. We called them this morning to be offered redelivery in a further 2 weeks time, on 22nd of November. This will be 14 to 15 weeks that we have been waiting for a bed and a sofa. I am disgusted that we are not being considered high priority, and our items are just sitting there in a warehouse gathering dust. I am sceptical that these will be delivered on the date specified. We were also told we would receive a £20 gift voucher for each item which had to be redelivered due to the inconvenience caused by this - yet this hasn't been sent. I would like our delivery charges to be reimbursed since they have failed on this, leaving us sleeping on a mattress for 3 months and sitting on chairs, however no such offer has been made. We chose Next as we thought they were a decent company but we were so wrong. Please don't order from Next Home, they are a disgrace! Wish I had checked the reviews before we ordered. Lesson learned!”

Helpful Report

Posted 6 years ago

“Really disappointing service. What is the point of promising next day delivery if you cannot meet that promise? I ordered items on a Sunday. Delivery was pushed to the Wednesday, then Thursday, now Friday. That is too late and I only ordered as I needed the items for an event. I will not be using you again as you just don't know what customer service is.”

Helpful Report

Posted 6 years ago

“Terrible experience ordering an item from Next. Cancelled item eventually. They got everything possible wrong. Delivery time, address etc. Numerous phone calls and speaking to numerous members of staff did not resolve issue!”

Helpful Report

Posted 6 years ago

“Every time I place an order with next from their clearance of designer brands there are problems with delivery. I recently placed 3 x orders for All saints clothing and it’s now over 5 x days and I still haven’t received any of the goods!. I went to the store white rose Leeds yesterday after phoning their customer service to be advised that one of my items had arrived in store, however this was not the case and I was told it must of been delivered to another store!. I was then advised they will place the order gain for me and get it delivered to my home address free of charge, however I was then told sorry we can’t do this as this item is now out of stock! So as it stands I have no idea whether I will receive this items and there has been no further notification on the other two all saints orders! Don’t sell stuff if you haven’t got it! Totally annoying and I will never be ordering again from them.”

Helpful Report

Posted 6 years ago

“Bought these Forever Comfort block heel boots in grey, after walking in them outside for 10 minutes nails started coming through the inside of the heels. DO NOT BUY THESE BOOTS!”

Helpful Report

Posted 6 years ago

“I wanted to return a pair of jeans I ordered online and no return label in the parcel..after I paid the postage and send them with Royal Mail I found out through an email that is going to take about 9 days till they will reach my account to refund my money and another 2,3 working days till my money get in my bank...worst service and policy ever..I will never buy from them again 👎👎👎👎👎”

Helpful Report

Posted 6 years ago

“NIGHTMARE OF A SERVICE! If there was negative star I'd select that!. Basically, we ordered a couch, waited 12 weeks (which was fine) only to be delivered the wrong one, called and complained, said they'd deliver the right one this time. 7weeks later, the promised delivery date was wrong, waited a whole day for it. came in the next day during unholy hours, DHL delivery boys just dumped it on our living room with the old, wrong couch, quite in a hurry to get out, don't do assemblies, and my place is a mess. Point of the story: get your logistics right, get your communications right, learn from DFS why don't you? I talked to different personnel with different accents, goes to show that there is no efficient HQ operation. Just being passed around and as a customer experience, it really left a bad taste in my mouth. Staff were polite but not good enough. Assemble your damn furniture! Don't get third party courier who's in a rush to dump furniture. Product was great when we saw it. In hindsight not even worth it in the end.”

Helpful Report

Posted 6 years ago

“Been in the shop ten minutes on Saturday afternoon can’t find an assistant in men’s women’s or kids. All cash desks deserted appalling staffing”

Helpful Report

Posted 6 years ago

“Poor poor service Paid for a few items online, returned them back to store and they said the money would be back in my account within 3-5 days! 7 days later no refund- contacted next Live chat agent as slow as a mouse at replying then told me they refund the money back to my next pay account as that’s there terms and conditions! Pardon! I paid by bank card and not by next pay so why put me in credit on account but not give me my money back Ask for a manager told they will check been on hold 15 mins on chat! Absolute shambles”

Helpful Report

Posted 6 years ago

“We recently purchased a Sofa from Next (order number 24644293) and have been absolutely appalled by the level of service we have received. My girlfriend and I decided to purchase from Next over other competitors as we believed they were a respectable company, however I wish we went elsewhere. The sofa had a 9 week estimated delivery which we were fine with, however it ended up being delivered 12 weeks later. We were sent a letter through the post a day before the 9 week delivery date, to say there had been a delay and were told it will be with ourselves a week later. A week later arrived and we rang to see where it was, however the sofa apparently failed its quality check and would be delayed a further 2 weeks. When the sofa was finally delivered, there were not enough legs packed and therefore the delivery men could not install our sofa, which is a coincidence on the basis it passed its quality check. Instead we had to wait for more legs to be delivered and install the legs ourselves. We were guaranteed by one of the managers that we would receive a large financial adjustment for the inconvenience, however we have only received £50 as an apology....3% of our total order value! I cannot believe a reputable company like Next is able to get away with treating customers like this. I would strongly advise customers to stay well clear of purchasing furniture from Next.”

Helpful Report

Posted 6 years ago

“We recently purchased a Sofa from Next (order number 24644293) and have been absolutely appalled by the level of service we have received. My girlfriend and I decided to purchase from Next over other competitors as we believed they were a respectable company, however I wish we went elsewhere. The sofa had a 9 week estimated delivery which we were fine with, however it ended up being delivered 12 weeks later. We were sent a letter through the post a day before the 9 week delivery date, to say there had been a delay and were told it will be with ourselves a week later. A week later arrived and we rang to see where it was, however the sofa apparently failed its quality check and would be delayed a further 2 weeks. When the sofa was finally delivered, there were not enough legs packed and therefore the delivery men could not install our sofa, which is a coincidence on the basis it passed its quality check. Instead we had to wait for more legs to be delivered and install the legs ourselves. We were guaranteed by one of the managers that we would receive a large financial adjustment for the inconvenience, however we have only received £50 as an apology....3% of our total order value! I cannot believe a reputable company like Next is able to get away with treating customers like this. I would strongly advise customers to stay well clear of purchasing furniture from Next.”

Helpful Report

Posted 6 years ago

“My daughters shoes were faulty but they would not accept them back as I did not have the receipt. As I wasn’t planning on returning them we didn’t keep it and sadly for once I paid cash. I now have a faulty pair of shoes and have wasted £18. Their returns policy is the worst I have ever heard of”

Helpful Report

Posted 6 years ago

“Too long waiting! 25 minutes to pick up one item! Really??? Boiling hot because of all the glass! One member of staff! Terrible! Four people behind me! I’m still waiting now”

Helpful Report

Posted 6 years ago

“If I could leave zero stars - I would. I ordered a leather suite, in store May 2018. There was a 12 week delivery period. One week before delivery, Next phoned to tell me they no longer used the supplier so my order was no longer available (note. The suite is still able to be purchased though!) I was given the offer of a different suite online. Sadly, I chose the Stratus, a double settee, a right hand chaise and a snuggle seat. They were delivered in August. In September our first technician visit - a manufacturing fault in the chaise causing the armrest to become hard and leaning on wood while the back rest had lowered. A replacement was delivered in late September. In November another technician this time for the double settee, Pigment lifting along seam in centre of seats, another settee replacement delivered in December. In January another technician visit, because of new chaise sofa - no manufacturing fault but backrest is lowered and to be expected after 2-3 years.... it’s 4 months old at this time. August 4th technician visit, armrest is like leaning on wood, no back support and he states it’s not fit for the purpose, cardboard internal supports have broken (cardboard!!) and backrest had lowered significantly which is expected over time - the settee is now 10 months old. Replacement parts will be fitted.... in NOVEMBER! I want my money back, as per Next refund policy if item is not fit for the purpose, it’s not. It’s shoddily manufactured, uncomfortable, 4 technician visits in 10 months, family disruption, my time disrupted, not just for technicians but for pick up and deliveries. 2 replacement settees and 1 internal repair. How long before next technician has to come? My guess is a month. Customer Service is “so sorry there’s nothing we can do”. £3750 down the toilet. Don’t buy a suite from Next.”

Helpful Report

Posted 6 years ago

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

Next Reviews

Email: