Next Reviews

Name: Next
Rating: 3.51

3.5 Rating 1,309 Reviews

63 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,309 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

“A big thank you to Presley Jossie and his team for helping me recover what I once thought was lost.”

Helpful Report

Posted 5 days ago

“Terrible service from Next Home; unable to make successful delivery of new sofa due to keep not having leg pack. Over six-months and many frustrating phone calls later it eventually arrived. Couldn’t organise even the most simple of tasks without getting it wrong multiple times.”

Helpful Report

Posted 1 week ago

“I am writing to formally complain about both the poor quality of a product I recently purchased from Next and the unacceptable customer service I have subsequently received. When I first received the item, it was not tight fitting — in fact, it seemed fine. However, after washing it for the first time and hanging it on the washing line, it has significantly shrunk and is now too small. This is especially disappointing, given the price tag and the expectation of high quality which normally comes with your products. I tried to leave a review on your website to highlight this issue but found there was no option to do so. Furthermore, I tried to resolve this directly by contacting your customer service team, first by online chat — which was unavailable — and then by phone. I eventually got through today (15th June) and was told a return label had been emailed to me and a note placed on the account. However, I have received nothing. When I called back, I spoke to the same person, who insisted: “I’ve sent it and I’m not sending another.” This made me feel as if I was being called a liar, with no guarantee of a resolution and not even a piece of paper to aid me in securing a return. This kind of treatment is disgraceful — especially for a longstanding regular customer (since 1981) — and I find myself today, on Father’s Day, looking for a new sheet instead of resting or spending time with my family. I have now been forced to request my own label in order to pursue a return TWICE, still nothing received. Ultimately, I have requested one by post, but honestly at this point I have no faith. I would appreciate your confirmation in writing that I will receive a full refund for this faulty item. Furthermore, I would appreciate your assurance that your customer service team will be reminded to treat their customers with dignity, fairness, and honesty.”

Helpful Report

Posted 2 weeks ago

“Absolutely livid. I waited over 3 months for my sofa. It comes and I’ve taken the packaging off and the arm is completely stripped off and out of the wood. What kind of quality control is this? I’ve been told I have to wait another 14 weeks and it can’t get taken back until next Thursday. I went with next due to thinking they would be better than other sofa stores. I will never set foot in a next store ever again. Terrible customer service, terrible everything. The delivery was also 2 hours late.”

Helpful Report

Posted 1 month ago

“Terrible delivery service, push back deliveries, saying should be delivered in a few days - I wanted next day, no chance. Returns are even worse, email to say collected, then waiting weeks for refunds, not even the full items in the returns parcel, should be refunded in full for it all. Been contacted many times asking what was returned, sent breakdown of all items to which they can't find, then issued an evoucher instead of credit when the returns actually went back 1 x day later from delivery and well within the 28 x days. Sort it out Next.... Allow customers to collect from drop offs and return back to drop off points, scanning in per item then we can be credited straight away. Really puts me off using your service...☹️”

Helpful Report

Posted 1 month ago

“Item number 871577 I bought 4 single duvet sets and 4 housewife pillow cases from the same range in November 2024. Duvet sets in Grey Charcoal and extra pillowcases in cream. I bought these “cotton percale” bedding items following the use of a chocolate brown set I have from Next which are still going strong after about 15 years!! (The old ones even tumble dry! ) These are the worse bedding sets I have ever had and I’m 62 years old. Every item is twisted and cannot be “reshaped while damp”. I have followed the washing instructions implicitly. The fabric is scratchy. They are certainly NOT easy care! I have even given up ironing them because they are so out of shape and it’s so frustrating trying to get them flat. I am so sick of moaning about them, I decided to voice my feelings here. The only part of the description you give that I feel is correct is that because they have a high percentage of cotton they are cool. Extremely unsatisfied!! I might even bin them all if I can find a better option to match my bedroom. Dunelm discontinued the colour. I would give this bedding zero stars if I could!”

Helpful Report

Posted 1 month ago

“Absolutely appalling service ! I’ve placed an order 12 days ago and was counting on it as it had items I was going to use at an important event . Just got an email saying “we’ve received your returns” … what returns ?! I haven’t even received anything, nevermind returning! Customer service just gave me a lame excuse “sorry , but we had an issue with our curriers, you’ll get a full refund “ I wanted my items not a refund.. all items I wanted are sold out too . Now I have to go panick buy something before the event . What’s the point of online shopping services if they can’t even honour their orders ?!”

Helpful Report

Posted 3 months ago

“Used to be amazing with delivery. Now so poor, I will be cancelling my subscription. Supposed to be next day delivery... more often than not, now weeks to arrive and the only anomalies part order received.”

Helpful Report

Posted 3 months ago

“Very disappointed in slow refunds always having to chase last order was complet wrong and contained goods i hadnt ordered and good i had were.missing still chasing my refund which is nearly £300 pounds i expect only half of refunds will show and I will have to chase again rubbish service”

Helpful Report

Posted 3 months ago

“Absolutely dire. Ordered a sofa in December for 8 week delivery. Was organised 18/02, delivery comes… half of the corner sofa is in the van. Ok things happen so we reorder it for a 5 week delivery. Today the delivery driver comes… only half the sofa is in the van, again! Is this some sort of joke?”

Helpful Report

Posted 3 months ago

“Next has always been my go to for standards of clothes, unfortunately their online process is wholly lacking and despite EVRi been an absolutely awful delivery company they continue to use them. I’ve had drivers deliver to the wrong house, turn up outside and simply drive off and others knock on every other door apart from mine. Their customer service is just as bad too, no clarity and wing information constantly.”

Helpful Report

Posted 4 months ago

“Next delivery guys turned up to deliver a new mattress over £1k’s worth only to phone me from the garden to tell me it hadn’t been put on the van, they told me next would phone me within a few minutes, this was utter lies 24 hrs later still no call. I contacted Next I’m left with no mattress, I have sever arthritis my husband has recently had a heart bypass and we have no mattress, I was offered £100 good will but I still don’t have anywhere to sleep. Next have ordered another one which has wiped out my credit account as I have been charged for the one that next has lost and they have charged me again for the new one ordered! This will be my last purchase from next and I will be looking into a complaint with The FCA as my next account and credit rating will be affected through shear incompetence of this lost item that next feels I should pay for twice!!!!! I would never order items again from next I would go to a more trusted retailer for bigger purchases.”

Helpful Report

Posted 4 months ago

“Abysmal company need shutting down avoid avoid avoid”

Helpful Report

Posted 5 months ago

“Avoid Avoid Avoid!!! I had a disappointing experience with NEXT, particularly with their "Pay in 3" option. It seems that the company preys on the fact that you can't set up a direct debit upon application, which leads to missed payments and subsequently being pushed into a higher interest rate. It's frustrating that they have the capability to communicate via text or email about missed payments but choose not to show any understanding or compassion in their approach. The customer service staff I encountered sounded robotic and unhelpful. There was no record of our conversations, which made it difficult to address my concerns. Their tone was patronising and arrogant, making the whole experience even more frustrating. Additionally, I found their furniture to be overpriced and of poor quality—more like cardboard than anything durable. I would strongly advise others to steer clear of NEXT. There are much better options out there that value their customers. Total scammers and completely incompetence!”

Helpful Report

Posted 5 months ago

“I purchased two sofas from Next Home for £2,500, expecting both quality and comfort. Unfortunately, these sofas have been a huge disappointment. From the very beginning, they have caused significant back pain every time I sit on them. The comfort level is shockingly poor for the price I paid. To make matters worse, approximately one month after we started using the sofas, we noticed that the fabric began to accumulate lint and fuzz from clothing. Despite our best efforts—vacuuming and manually removing the lint—we couldn't resolve the issue. I reached out to Next with my concerns, but the experience has left me frustrated and regretting my purchase. They sent a 3rd party inspector who has no idea about Next products, and he has suggested us to buy some tools to fix these linen issues. For a brand like Next, I expected much better quality, design, and customer support service. I wouldn’t recommend their sofas to anyone. If you value comfort and durability, look elsewhere. NEVER AGAIN!”

Helpful Report

Posted 5 months ago

“Extremely Disappointing Service for a €500 Chair Order recently ordered a chair from NEXT online for over €500, expecting delivery within 1 week as advertised. Unfortunately, the process turned into a frustrating ordeal. After waiting a week, I called to inquire about the delivery, only to be told that I needed to schedule it for 2 weeks later. On the scheduled delivery date, no chair arrived. I began calling NEXT and was put through to their contact centre in India. While the agents were polite, they could only email the delivery team and had no direct access to resolve my issue. For the next 10 days, I was repeatedly told—almost every second day—that the chair would arrive within “24-48 hours.” No delivery ever materialised. In desperation, I visited my local NEXT store and spoke to the store manager. She was incredibly helpful, contacted someone in England, and finally confirmed that my order had been lost. I was informed a new order would need to be placed, but the delivery would take another 5 weeks. This experience was incredibly disappointing. For a reputable retailer like NEXT, I expected far better service, especially on a high-value item. The lack of transparency, poor communication, and extensive delays were unacceptable.”

Helpful Report

Posted 6 months ago

“Next have really, really let me down this year on my Christmas orders. The service has been abysmal and i have been forced to shop elsewhere due to the huge delays in your logistics and the very slow refund and customer service experience from abroad whith which i found very hard to understand due to the language and accent barriers. This experience has really made me question why i should shop at Next in the future and to search for an alternative smoother shopping experience as i do not wish to go through this again in the future at a stressful time which Christmas can be.”

Helpful Report

Posted 6 months ago

“Shocking experience! Ordered 6 items, delivery due on a Friday. No correspondence, 4 days later rang customer services to ask what has happened. Apparently my parcel was ‘lost in transit’ 7 days previous. Was I informed, no. I then requested a refund for my items but needed to be transferred to another team, who then needed to ‘investigate’ my case. Eventually issued a refund. Huge lack of communication! More like a money making episode as bought on next credit…”

Helpful Report

Posted 7 months ago

“They just don't care! Ive tried to cancel an order and get a refund as the delivery to store was 6 days, which was too long as I'm travelling before then. Frustratingly I couldn't do this online so I called. They said they had cancelled the order. I've just received an email saying my order has now been dispatched ready to collect in store! So, obviously no refund until I have gone into the store and returned the order, which being out of the country is going to be difficult. When a company doesn't care about the customer anymore, it's really time to shop elsewhere.”

Helpful Report

Posted 7 months ago

“I was sent some wellies that should have been uk5. They were marked on tag, Insole AND at the bottom of the sole as uk5, I was desperate for them for important walks I need to take so put them on straight away assuming I didn't have anything to be suspicious or worried about and initially thought they were just wide, when I got home my feet were hurting and I decided to use a set of insoles to properly measure them, they were actually a UK size 8. Now I can't return them or wear them, so I have lost money hurt my feet and waisted time on a store I should never of had to worry about being scammed by! Have had no reply from my last response to NEXT. Really bad actually. Not normal or acceptable.”

Helpful Report

Posted 7 months ago

Next is rated 3.5 based on 1,309 reviews