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

“We bought a set of furniture which composed of a two seater EMORY sofa & 2 Wolton high back chairs from Stockton Teeside Retail Park. The chairs were in the shop to sit on but the sofa was'nt we were told the chairs were Next chairs but the sofa wasn't it was a different supplier so we picked our material covering & purchased. The delivery & packaging was excellent I set them up in our conservatory. The chairs no problem the sofa we were annoyed with the fixed cushion seating immediately showed rippling effect on the material as if there wasn't enough filing in the cushion.We complained & a furniture technition came to inspect it, his report said there was'nt a fault he started bashing it in shape with hands & said it is the material they make modern furniture polyester topping on top of the sponge. If this sofa was in the shop & customers are sitting on it this would have been seen its rubbish made in China.Next should be telling there suppliers what they want all we wanted was to sit on a cushion that returns to original shape. I have had this about 6 weeks & am getting a local upholsterer to have look & give me a price to put it right having discussed the rippling effect with him he said we get it all the time very poor sponge & toppings from foreign suppliers. I would definately not recommend buying this sofa at any cost we have all Next furniture lounge / dining room made by NEXT not foreign suppliers made so beware.”

Helpful Report

Posted 2 weeks ago

“Absolutely shocking from start to finish. I’ve enjoyed shopping with Next for years, I love their clothes and they do a long leg length which is spot on for me. I click and collect a lot, but also shop in store too and have spent approx £8k with them over the past 5years. I have an account with a credit limit of £3750 and have kept up to date with payments over the years. In July I bought a toaster and kettle set, not the cheapest at £58 for the toaster. I live alone and have happily used the right hand side of the 4 slices with no issue for the last 5 months. A couple of weeks back I came to use all 4 slots at the same time and unfortunately the toaster malfunctioned, causing my smoke alarms to go off. (I had heard the toaster pop and gone upstairs to tend to my cats presuming all was fine) I came down to find the whole house filled with smoke and the 2 left hand slices were jammed down in the toaster black and burnt to a crisp. I wish I had taken photos of the smoke and the toast! I had to open the kitchen window right out and the patio doors, despite it being around 5C, for over 3 hours to clear the smoke from the house and had to wash my dressing gown as it stank of smoke. A concerned neighbour from across the road who heard the alarms and saw the smoke out the kitchen window came to check on me. When I called customer care to let them know my concern about the incident they showed no care or concern themselves for my safety or well being and simply told me that toasters should not be left unattended. I said I wasn’t happy with this response, so this was escalated and they asked me to return the toaster for testing. Apparently testing showed no fault and where do I stand now? No toaster to prove it is faulty, a refund back to my next account when I would’ve preferred it into my bank account and not even a gesture of a voucher for a very very regular customer. Absolutely disgraceful service, never known anything like it. Conversely have now ordered a new toaster from Dunelm, which should’ve been delivered on 11th but hasn’t arrived yet. Called their customer service dept and they kindly offered to send out a replacement toaster next day delivery without me needing to pay the extra. I didn’t ask for this it was just done out of care. Assistant was very pleasant and I didn’t feel like just a number like I did with Next. Great service Dunelm, I’ll be a new homeware customer of yours for the foreseeable! Next almost burnt my house down and wouldn’t even give me a voucher as a gesture of good will. £10 would’ve been enough to cover the heating and washing. Account closed. Good luck folks and don’t forget! STAND BY YOUR TOASTERS!! Don’t go anywhere it might set on fire and this is fine apparently, not a fault at all.”

Helpful Report

Posted 1 month ago

“it has been 3 weeks, im dealing wit my return. every time they scheduled a collection, i plan my day accordingly, and no one comes... it is frustrating. i dont think i want to order from this website anymore.”

Helpful Report

Posted 1 month ago

“Tried to place an order online but gave up due to the new complicated, time consuming site. There was absolutely nothing wrong with the previous site and, far from “enhancing the customer’s experience”, it took ages to go through the site trying to navigate sizes, colours, brands etc. Who on earth thought this was a better solution to a problem that never existed in the first place?”

Helpful Report

Posted 2 months ago

“Purchased 2 Stamford range sofas with so-called firm cushions. The first time the smaller sofa was sat on the cushions sank into the frame due to lack of support from the springs because of the lack of “ties” to hold them all together underneath. The cushions on the sofa bed have collapsed due to the lack of quality of the foam inserts. The corner of one cushion was black and had broken away. Due to the cushions collapsing the sofa is now becoming uncomfortable. I turn all the cushions on a very regular basis. Three assessors have now reported that there is no problem with the manufacture or materials. Not one of them has sat on the furniture to try it out. I guarantee none of them would find them acceptable in their own homes. All Next say is no problem with the furniture but thank you for letting us investigate this matter. DO NOT BUY THEIR FURNITURE YOU WILL BE WASTING YOUR MONEY. We were told before we bought these sofas not to buy Next furniture but stupidly ignored the advice.”

Helpful Report

Posted 2 months ago

“DO NOT BUY FROM NEXT. THEY STOLE SOME OF MY MONEY DESPITE I HAVE NEVER RECEIVED MY ORDER”

Helpful Report

Posted 2 months ago

“On my recent purchases with all petite trousers I am finding they are too long in length I am only 5ft 2" and they are touching the floor”

Helpful Report

Posted 3 months ago

“Ordered a blazer on line. When ordering an expensive item I would expect it to come neatly packaged to ensure it is clean and undamaged on arrival. This was not. When I picked it up from the shop it was just on a hanger with a flimsy piece of see through ripped plastic bag bearly covering it. Walked straight to till and returned.”

Helpful Report

Posted 3 months ago

“A Positive Outcome Guided by Mrs. Nora”

Helpful Report

Posted 3 months ago

“The worst company ever to order anything online”

Helpful Report

Posted 4 months ago

“The Experts Who Got My Money Back—UNIQUE RECOVERY FIRM”

Next 1 star review on 9th September 2025

Helpful Report

Posted 4 months ago

“SCAM WEBSITE. Made a bank transfer for a sofa early in July, the order was cancelled as they claim they didn´t receive the transfer in time despite being withint the timeframe they specified in the order. 3 months later I still can´t get my money back, no refund process, and very frustating customer service, no updating of accounts, no internal communication at whatsoever.”

Helpful Report

Posted 4 months ago

“I was told my order would be delivered before or on Thursday 14th August. It hasn't even left the warehouse”

Helpful Report

Posted 5 months ago

“Placed original order on 29th June for delivery 1st July, now on my second reorder due to be delivered today 12th July. This being my 3rd order of this package and it’s still not left the warehouse so I assume I’m Not getting it today either. Don’t offer next day delivery if you’re going to mess customers about. All items were supposedly in stock so shouldn’t be this issue. Courier has also added to the problem however next choose to use them so still falls on them”

Helpful Report

Posted 6 months ago

“I received a defective item and I wanted a replacement but they don't offer replacements/exchanges. they told me to return the one I have and place a new order but I can't utilize the new account coupon. when I expressed that concern, they told me to provide my bank account details and they would wire me the 10% back into my account after I place the order. um, no thank you. terrible experience as a customer that did nothing wrong and received a defective item.”

Helpful Report

Posted 6 months ago

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

Helpful Report

Posted 6 months 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 6 months 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 7 months 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 7 months 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 8 months ago

Next is rated 3.5 based on 1,333 reviews