Next Reviews

Name: Next
Rating: 3.50

3.5 Rating 1,310 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,310 reviews

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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info@next.co.uk

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“£2000 of interest charged and they've still destroyed my wife's credit file. I've just been hung up on and lied to by a manager of the Collections team having discovered Next have destroyed my wife's credit file. Under scrutiny Next admit to £1968.75 of interest out of a total spend of £9788.69. I wonder how many of Next's "several million customers" understand that they are charging them 23.9% interest. Their most senior manager of their Collections Department explained that they would accept a payment of £1400 to settle a £2400 account but that they would be forced to continue to destroy my wifes credit file unless we pay the £2400. Not only is that bizarre but I'd love to understand how that is not blackmail as well. In one hand they offer to 'settle' but then explain they have to lie to the credit agency and say it's not settled unless we pay them the £1000 of interest. I really don't get how this company is FCA regulated, they couldn't explain it and clearly didn't understand their own offer of 'settlement' let alone the FCA rules. in the process of trying to get a fair resolution or even honesty from Next we've been hung up on by Ziyaad (senior manager of collections), Cheryl, Thenji. There appears to be no limit to the dishonesty Next will employ on recorded calls So in summary if you don't like being lied to, hung up on, profiteered from and then blackmailed it may be worth going to a shop and buying your clothes rather than using next.co.uk who seem quite happy to make up the rules as they go along. The 54% of 1* ratings on Trustpilot would seem to support my summary of this business. AVOID.”

Helpful Report

Posted 5 years ago

“An absolute joke. Have left me with no shoes for my page boys this Saturday. Order delayed and delayed only to be told it was totally cancelled as “they can’t find them in warehouse”. No the first time they messed up a delivery but of course this time is causing us so much more stress due to it being for our wedding. Avoid at all costs!!”

Helpful Report

Posted 5 years ago

“Having shopped at the Next Sale online I had ordered an item that had to be delivered. A few days later I got a text updating me that I would be expecting confirmation of the delivery in a couple of days. Sure enough, I got another text AND an email confirming that my item would be delivered between 7:30 am and 9:30 am 2 days from then and then another the night before. I got up at 6:30 am - it was my day off but I didn't want to miss my delivery. The earlier delivery time slot came and went and then 9 am crept round. It went past 9:30 am but I was being sensible about it and allowing for traffic. But when it got to 10:15 I phoned to check what the problem was. Using the selections on the automated service I was initially put through to the wrong department but she put me on a call back and when she phoned me back she said I'd got the wrong department again but I explained that I'd been transferred and the first agent had said I was through to the wrong department then and that SHE would put me through to the right one. The agent asked who I'd spoken to!!? and did I know the department?!! - I knew neither. She said she would have to check where my order was and why it hadn't turned up but she'd put me on yet another cal back, I asked if this would be the correct one this time and she assured me SHE would phone me back in 2 minutes. I was waiting to take my dogs out and had a feeling my delivery wasn't imminent so went on a quick walk whilst I waited - 10 minutes later she phoned to say my item hadn't been put in with the delivery as there was no stock!! I asked why I hadn't been phoned as I had waited in and she said it wasn't their policy!? I said that if I hadn't phoned to check on it then would they not have contacted me to apologise and tell me it wasn't going to come AT ALL and she said NO! I said that at 7 am - at least - when they were loading the van - they knew there was no rug for my order, yet they hadn't at least text to let me know this?? And why was I reminded about a delivery several times that was never going to come as there was no physical item to deliver?? She had no answer for this but offered me a £20 GOOD WILL voucher!! GOOD WILL!! I'd wasted my precious day off and she valued this at £20!! I asked for this to be logged as a complaint and was stunned that NEXT offered such poor service. I asked if someone would be in touch and she asked "Why?" as she had dealt with my complaint by giving me a £20 voucher that I would get (or not) in 7 to 10 days! What a ridiculous system! They reminded me several times about the order, I waited in for this order and they never actually had stock of the item to actually deliver and yet she felt this was acceptable? My time is worth (almost) nothing, the waste of my morning off was dismissed and yet I was to be grateful for a £20 voucher??? Shame on you! You seriously need to look at this process and make changes that incorporate telling customers that they don't have to wait in as there's no stock being delivered!”

Helpful Report

Posted 5 years ago

“Go to Debenhams!!! I ordered a jacket 3 weeks ago. Payment was taken and 2 weeks ago was told item wasn't in stock. Been promised refund ever since, still waiting. Just been told I need to wait 4 more days. Worst customer service ever!!!”

Helpful Report

Posted 6 years ago

“We bought some expensive furniture from next. The chairs started peeling after a few months. Contacted next who was not interested. Very disappointed as the products are not fit for purpose and they are not will to repair / replace. Will not buy buying from next again. Don’t get caught out.”

Helpful Report

Posted 6 years ago

“Had to wait 15 minutes to get served at the children’s department to collect my next parcel that I ordered items online, Grantham store needs more staff or one allocated staff for collection , this is the 2nd time I have waited to collected items . Once served at the till lady was very quick, swift & apologied , I genuinely felt sorry for the women on her own ,”

Helpful Report

Posted 6 years ago

“absolutely shocking service. We ordered a coffee table, TV table, nest of tables & two chairs. When they were delivered the tables came as a flat pack to be assembled by us & one of the chairs had been made with the wrong fabric. If we wanted them to assemble the tables it was a £30 charge for each item. When I phoned them I was told that the T & C`s confirmed that the tables were a flat pack but we were never given a copy nor did I think that I should have asked for them. The time quoted for assembly was 30 minutes but it took nearly two hours for the bigger items. Then there was the problem of what to do with the packaging. Luckily I have an office where I could use the refuse bins and after two journeys I managed to put it all away. I am nearly 70 & my wife is 68 and we are fairly mobile but what if the delivery was to someone who is not. We are now having to wait another 8 weeks for the delivery of the correct chair. The flat pack situation should be explained at the point of sale.”

Helpful Report

Posted 6 years ago

“I wanted to buy some suits online for a new job I'm starting soon. I payed with a debit card and it said order accepted, cool. 15 minutes later I get a dodgy looking email and text saying they need to talk to me. So I call them and they want me to give them all sorts of personal details OR re enter my card details over the phone to actually accept my order. I didn't want to give my card details over the phone so I chose the first option. They said all 3 of my emails and my only phone number "aren't associated with me" so they couldn't accept my order. What rubbish is this? Do they NOT want my money? I wanted to spend over £400! Are they trying to make me use credit? I entered my debit card details and wanted to pay straight away. Ridiculous customer service and ordering system. Guess I'm going to have to spend my money somewhere else.”

Helpful Report

Posted 6 years ago

“Worst customer service ever. Had to beg for a free return for a wrong size THEY sent by mistake for over a month and after chatting more than 10 times through the live chat they finally got it arranged! If you want to make a small change like a minute after you place the order its not even possible!”

Helpful Report

Posted 6 years ago

“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

Next is rated 3.5 based on 1,310 reviews