Name: Next
Rating: 3.49

“Purchased Tankini online. When I picked it up it was minus the bottoms. The product was advertised as a tankini not tankini top. When I checked the White Stuff website for the same product it was very clear it was only the top. Lovely product though so I will keep it but just beware that, in my opinion, it is incorrectly advertised.”

Helpful Report

Posted 5 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 5 years ago

“Never enough staff on the tills, every store in Coventry can leave 4-6 people waiting to be served and only one staff member on the till plenty of staff wondering around doing nothing though!”

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Posted 5 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 5 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 5 years ago

“Easy to buy online, they tell you if stock is available and if not when it's likely to be delivered.”

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Posted 5 years ago

“Always have fantastic customer service”

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Posted 5 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 5 years ago

“Trouble free, easy to order and deal with returns”

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Posted 5 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 5 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 5 years ago

“Very good communication and the shops feel safe when collecting.”

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Posted 5 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 5 years ago

“Cheap tat.”

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Posted 5 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”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 years ago

“Ordered and paid cash for 3items of living room furniture in January with a guarantee of delivery time within 8weeks. Received email before lockdown to say delivery would be delayed by 5weeks!When it eventually came one set of legs were wrong style and colour!! Made numerous phone calls where I took more than 1hour to get through.Was eventually offered a Giftcard to be spent in Next(one way of clawing their money back) After much emailing and phoning they eventually agreed to give us a refund!Very disappointed with the after sales service. Will definitely NOT be dealing with Next in the future.”

Helpful Report

Posted 5 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.”

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Posted 5 years ago

“I went into store Saturday 11 July we purchased a cuddle chair chose the material told it would take 4/6weeks Delivery on the way home received email saying would be delivered wed 15th July and it arrived in the time slot gorgeous chair and was delivered by two polite friendly guys they had masks on gloves and kept the 2m distance so have no complaints especially during these difficult times .”

Helpful Report

Posted 5 years ago

“Love Next online. Great range of products, fast delivery and easy returns.”

Helpful Report

Posted 5 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
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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