Next Reviews

Name: Next
Rating: 3.48

3.5 Rating 1,333 Reviews

63 %

of reviewers recommend Next

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Metrics

3.5

Based on 1,333 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 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

“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

“The quality of the furniture is very poor and follow up customer service virtually non existent unless you are prepared to spend hours calling them. I have been offered what amounts to £15.00 as compensation following a catalogue of errors and poor quality ptoduct deemed not fit for purpose by Next's own engineers.”

Helpful Report

Posted 6 years ago

“f I could give zero stars I would If I could give zero stars I would. This is probably the WORST customer service I have ever received. I placed order for a new sofa, loveseat and footstool at the end of March 2019 with a 12 week delivery time....I’m still waiting and now being told it might be November but they can’t be sure. Every month it’s put back because of issues with the supplier yet twice Next have attempted it deliver half of my order. They were told multiple times before hand that I don’t want it but persisted anyway making threats to charge me £30 if I didn’t accept half of my order or that it would get lost or damaged in their warehouse. They obviously don’t want it take up space in their storage and want me to start paying for an incomplete set. Their customer services are a complete farce. They should probably take some training courses about communication and returning calls to their customers. Absolutely disgraceful for what is supposed to be a reputable company. Bunch of GREEDY PIGS”

Helpful Report

Posted 6 years ago

“So disappointed with the apple scented candle it has absolutely no smell whatsoever....for £10 i definitely expected more, had much cheaper ones that are better :(”

Helpful Report

Posted 6 years ago

“We ordered a sofa in a next store, were told delivery would be 6 weeks. That time has passed and we got a letter saying it was delayed and “more likely to be around” another 6 weeks. Far too long to wait, we need something to sit on! Rang to cancel, no apology and they didn’t sound surprised. Off to order from another company.”

Helpful Report

Posted 6 years ago

“next took £24 out of my bank account recently ive rang up to ask why the money was taken on 3 occaisions i was told someone from recovery will call me back 10 days later still no contact from next”

Helpful Report

Posted 6 years ago

“first time ive used next online will not be purchashing again items to be delivered today before 1 then got update to say it would be between 10am and 1400 still waiting also all the order is not coming today the rest will come tommorow and the only time i could be given is between 10 and 6pm do they expect people to change their plans to suit them because they cant organise orders joke wont be using again better using the smaller companies”

Helpful Report

Posted 6 years ago

“The “Next” online nightmare...I ordered 10 items totalling £451 on Next website. I decided to return all the items from both orders since some were incorrect and the others were unsuitable. After many days I received an email from Next saying they have received three items and my refund will be £64 At this point it was clear Next's online order management system was completely defective since they failed to recognise I returned all 10 items from both orders. According to my call log, I have spent 131 minutes talking to Next customer service...and despite my efforts they continually fail to process my refund. During this process they have made GDPR violations by requesting screenshots of my bank account. The customer service can't even tell me which items they have refunded...thats how bad Next's online order systems have become. I will be submitting a report to the Trading Standards, since this online retail behaviour is completely unwarranted.”

Helpful Report

Posted 6 years ago

“I am 75 years old and so have had several sofas over my time, but this sofa is the worst I have ever had. Purchased early May and not cheap at £1700 the Portia corner sofa is very uncomfortable. Unless you sit right on the middle of a cushion, you will slide off to the side and end up sitting in a dip. I cannot wait to get rid of it. (This was ordered for me by a family member, as I was out of the country at the time. Order number 2432 4705)”

Helpful Report

Posted 6 years ago

“Don’t order from them! A nightmare and rude telephone staff after waiting ages to get through! Ordered a sofa and large chair in May, put down a heavy deposit to be told it would be delivered by early July, then end of July, now they don’t even know if it will Be in stock by august!!”

Helpful Report

Posted 6 years ago

“Orders never arrive on time and when you contact them next tell you they can’t make contact with Hermès!!! Appalling service”

Helpful Report

Posted 6 years ago

“We moved to a brand new home and wanted new furniture, went to next home and placed an order for over £7000. We've had 9 weeks of problems and stress, furniture with bits missing, waiting in for days on end for non existent deliveries, items not turning up at all, and the countless hours spent on the phone listening to the one song! Not to mention my mattress being scraped through my stairwell and ruining my decoration. I spoke to several managers several times and one lady charlitte agreed to oversee my problems (what a joke I didn't hear from her again!) then she said we will compensate you when it's all resolved, when it finally was finished yesterday they said they would offer a £50 gift card!!!! REALLY NEXT RETAIL £50 to spend on more of your goods, no thanks! AVOID AT ALL COSTS, pay a little more and get better service please.”

Helpful Report

Posted 6 years ago

“£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 6 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 6 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 6 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

Next is rated 3.5 based on 1,333 reviews