NextReviews 73

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.

I have spent several weeks now trying to get Next to refund £24 for a bra I bought online and returned. Eventually I discovered that the reason for their delay, Next had accidentally deleted my account, and consequently all evidence of this order. But I have the emails from Next of the original order, and of the return being collected.

Twelve days ago, Next customer services took my bank details and claimed to have made a transfer of the £24 refund they owe me. But the money has still not arrived in my account. Clearly they never made the transfer. What on earth are they playing at?! I am frankly at my wits end! Leaving negative feedback here seems to be the only way to get their attention.

Ordered 2 x chino pants and received only one. Paid for the next day delivery. Called customer service and instead of apologizing and sending me that one pair they should have sent in the first place, a customer service agent came up with a plan for me to buy another two pairs and return that one chino pants I've received. I would get a refund once that would go through. I was like, ok, let's do that. However, then I was told I will be sent a return code to my email which I need to print and provide to a courier.

I've thanked customer service agent for their time and explained that I should be sent a product I've paid for, not waste more of my time. I am now looking elsewhere to buy one more chino pants.
I've bought from Next a couple of times, never issues but after this experience I won't buy from them again.

EDIT
I was sent a £10 voucher and 2 x chino trousers I've ordered originally and was allowed to keep that one pair I received only initially.
In the end, Next did the right thing which I appreciate and therefore adjusting my score from 2 to 4 stars.

Ordered mothers day flowers, these have still not been delivered ( yesterday was mother's day) Terrible service from a company who I will jot use again and hope others do the same.

Ordered a waistcoat for my wedding. Image was a double breasted waistcoat with a floral pattern on the back. What was delivered was a single breasted waitcoat with a plain back and pattern on the inside.
Spoke to customer services and their only solution was "we will refund you a discount to keep the one you have"...
30 mins later we chcked the website again and they had marked them all out of stock. Sneaky, lying you know whats... funnily enough the only other review is a one star from someone else who bought the same thing 3 days ago same day as us

Die Qualität der Kleidung ist nicht schlecht, ich habe Sachen für Kinder und Erwachsene gekauft. Der Service ist schrecklich. Ich empfehle nicht

Used for the 1st and LAST TIME. Ordered 3 items, with a very short time I received an email saying that 2 of the items had been sent to the wrong depot, and they had refunded my delivery charge as an apology. Ok seems fair I thought. Except I have not received a refund and my emails questioning what has happened and why have not been answered. Do yourself a favour and shop elsewhere as I will be doing in the future. Sadly a minus option is not available for the rating

Went into next in Southend on Friday to do some Christmas shopping. The young lady that served me was Rebecca. She was a star so helpful and pleasant nice to see an assistant actually smiling.Went above and beyond

I ordered beds with assembly and they came without assembly so we had to reschedule 4 days again to delivery and assembly with kids sleeping on the sofa after paying £1500 for the beds.

This is first time I've shopped with next online £110,it's been worst shopping experience ever had,staff are polite but lie,they don't know where parcel is they don't know when if it will be delivered, worst of all they've sent me several updates on delivery which have been made fantasy, 7 times I've had to phone next each time polite but haven't a clue when where goods are when if will be delivered, of course I will never buy from next again,and their choice of courier evri is hopeless more incompetent lies, both do not deserve honest customers,maybe they mean to be good,but can't carryout tasks they have to do,all this is total lack of care for customers.,tomorrow if no delivery after 8 days waiting I will need to request refund.

I ordered at the beginning of the year. Waited 15 weeks when it are the chair had no screw mechanism and the couch was 2 different shades of grey also quality of material and cushioning was not the best. I spoke to next who explained I would get compensated for the wait and encouraged me to order again and they would have the quality checked before delivery. I waited 12 weeks. It arrived and settee had exact same issues. During this delivery my floor was damaged. I was contacted by complaints department who were not the people previously dealing with this issue. She would not take responsibility for what they had told me because it wasn't her department. I was given option of taking a discount for a settee (extremely poor quality)or allow them to send someone out to see if they could match material. Said no because if I pay any money I would want a high standard they say they provide. I refused to order another one because it would take another 12 weeks and didn't want risk of this happening again. They allowed me to keep the settee until I could find another alternative. When everything was finally uplifted I was told there would be no compensation because I didn't reorder and they had given me option. So 8months later I'm left with stress and disappointment. They did send someone out to fix damage to floor but they were unable to bring it back to how it was initially. Disgusted I wouldn't encourage anyone to buy

I purchased product C90-998 from store, the first time I wore this item it ripped. I'd paid £38 which is a lot. I had the receipt so I went to return the shirt. Next refused for me to return it as they said I made the rip, this was very upsetting as I hadn't and I actually really liked the shirt. Very bad service from next.

I have been a customer for over 20 years and spent thousands with Next. Now they have accused me of sending back a children's shirt instead of a man's blazer. They are adamant I have done this when even the colleagues in the store are saying that's impossible. I have complained for months that something is wrong in their warehouse as once I received a brand new pair of New Balance trainers in the box for a £29 item! They loved my honesty them and this has happened countless times, it they have now decided I am committing fraud and refuse to accept anything else! Never seen the children's shirt before. Would be very careful buying from Next now when return items I suggest you video record the stores. Not only have they charged me twice for the same item they have also charged me a so called investigation fee so I have lost out on £120. To add insult they have said another item has appeared as a flag. This has caused me much distress and anxiety and I will not stop until I receive and apology and my name cleared. I have asked for the CCTV of the store to be viewed and they have refused. Probably as it will prove I am innocent. BEWARE.

Next make it next to impossible ( no pun intended) to return in person because their website list stores that do not take returns ( most London stores listed are Reiss where you can collect an order but can't return, you only find this out once you have made the trip! As the website is wrong. So you will pay for delivery of clothes AND you will pay more if you want to return. And if you ring their customer services, you will get through to someone who speaks poor English and had less knowledge about how to return than you do. So don't bother go elsewhere

EX HAPPY NEXT CUSTOMER VICTIM OF SCAM!
Been a happy customer of Next for over 30 years. Had account with them for 22 years and NextUnlimited delivery/returns subscription- spending tens of thousands of pounds with them. Returned a new pair of Nike trainers in December 2022 via Evri Collection and got credited for them a week later on statement. 5 months later Next send me a letter and a Nike box containing a pair of used Adidas trainers that Next are adamant I returned instead! I DID NOT and Evri courier must have intercepted and swapped out (a known scam I find out later) however Next still adamant I have committed fraud returning a used pair of trainers and want to charge me for the trainers and investigation fee. Am so upset and distraught at the accusations and the loss of all respect for the company. Evri would have had temp couriers on then and it was a few days before xmas. How can a customer is to be liable for the safety of their returns to Next returns dept once it's left their home? There is a fundamental flaw with their returns system and I appear to be a victim of it. Will continue to fight my innocence but absolutely gutted to be accused of such a crime by a retailer I loved using previously.

Order delayed even though they stipulated that it would arrive on a certain day.
Never again will I purchase anything from this Cowboy Company.

Website functions are clunky and annoying, slowing down the buying and finding process, making overall annoying to use.