We’re in this together! Stay safe with our COVID-19 guide

  • Bookmark


Corporate Values


Next has a consumer rating of 2.71 stars from 34 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Next most frequently mention customer service problems. Next ranks 61st among General Apparel sites.

  • Service
  • Returns
  • Quality
Positive reviews (last 12 months): 12.5%
View ratings trends
See all photos

What reviewers want you to know

Positive highlights

  • Also next day delivery when you purchase online, you cant get better than that!

Critical highlights

  • I have now been in queue for 90 minutes shocking customer service will never use them again
How would you rate Next?
Top Positive Review

“Great service”

Kareem Z.

So kind and helpful and they had all the sizes i needed for my trip to Mecca. So the styles were so tailored.

See positive reviews
Top Critical Review

“Very poor customer service”

Kelly C.

Returned an item with tags and in original packaging and had proof of online purchase - three separate confirmations and yet Next refused to offer a refund/exchange because my customer number was not in any of the confirmations. Have looked on my account online and cannot find a customer number on there either. Next are clearly using this as a way to avoid returns. Would recommend that you think twice about ordering items online from Next. Totally unacceptable - I will no longer be shopping at Next. Shocking service, unhelpful staff and systems that clearly don't work.

See critical reviews

Reviews (34)




Reviews that mention popular keywords

customer service (7) day delivery (4)
1 review
0 helpful votes
December 26th, 2020
Verified purchase

Returned an item with tags and in original packaging and had proof of online purchase - three separate confirmations and yet Next refused to offer a refund/exchange because my customer number was not in any of the confirmations. Have looked on my account online and cannot find a customer number on there either. Next are clearly using this as a way to avoid returns. Would recommend that you think twice about ordering items online from Next. Totally unacceptable - I will no longer be shopping at Next. Shocking service, unhelpful staff and systems that clearly don't work.

Products used:

1 review
1 helpful vote
May 9th, 2021
Verified purchase

Ordered a jumper for delivery to store - guarenteed to arrive by 1pm on 6th May. Recieved an email at 7am on 6th May
"We're really sorry, but 1 item is going to be delayed, we should get these to you in the next few days". I logged into my Next account to see if there was any more information. The info in my account says "expected delivery by 28th September"!
1st and last time I shop at Next

20 reviews
13 helpful votes
January 27th, 2018

I honestly can't fault Next, I spend a fortune on there, literally 2 orders a week. Only once a return didn't go on and they sorted it and once a sale item I ordered never turned up and they let me have a brand new tracksuit from the new range for the sale price. I find them great.

2 reviews
0 helpful votes
November 25th, 2020

Next recently stole money from my bank account... I placed and order, they never fulfilled it but took the money and now they claim the order never happened. Even though I have proof of them taking money from my account ehy will not accept this. I called their customer service and they actually mocked me on the phone. Absolutely disgusted, Next are a shower of scumbags!

1 review
1 helpful vote
July 27th, 2020

Spent £2000 on furniture and some parts didn't work so I tried to call but was askedto email but you only get a reply every 4-5 days. I have now not heard from them for nearly 2 weeks. So tonight I decided to call and i have requested a call back and still no response. I have now been in queue for 90 minutes shocking customer service will never use them again

6 reviews
4 helpful votes
February 3rd, 2021

I recently ordered from Next online for the second time. The items arrived and were perfect. I can never fault the quality of Next's clothes.

However, they need to fix the issue where the Eircode is not printed on the package. I definitely provided it when filling in the address, but the courier had issues delivering my parcel yet again. They couldn't contact me, so my parcel ended up back at their headquarters. I had to phone them myself and provide the Eircode. This isn't good enough that it's happened twice. First time I was available to answer the phone, second time I was not.

Please fix this issue.

1 review
0 helpful votes
July 20th, 2020

Awful. Customer service non existent, refuse to honour gift cards, product quality is awful and overpriced. Do yourself a favour and use one of the many other better options.

14 reviews
13 helpful votes
May 14th, 2014

Color and the size true to description. Amazing item!

1 review
0 helpful votes
January 8th, 2020

I ordered jeans, they e mailed me to say they were coming, they did not turn up, rang them they said they will re order and come by 1pm next day, rang up man I spoke to said person must of been new( should not of said they will be here by 1pm) but assured me they will be here by 9.30 that day... another lie. They did not come! Disgraceful service, I wanted jeans for work, have waited over a week for them... rubbish service indeed...

22 reviews
112 helpful votes
November 5th, 2013

Have to say, shopping at Next in the high street can be stressful. If my size isnt in stock I'll always order online and get it within a couple of days. Helpful shop staff and online returns are a bonus. I like the layout of the site, well designed and easy to order. I wish all sites were this simple to use.

2 reviews
0 helpful votes
January 26th, 2021

So kind and helpful and they had all the sizes i needed for my trip to Mecca. So the styles were so tailored.

7 reviews
26 helpful votes
May 14th, 2011

Next is a great place to buy clothes there are lots of great styles and great colours. You can even get furniture and electrical goods. Super.

1 review
0 helpful votes
November 14th, 2020

I wish I could give no stars but not an option, and also wish I read these reviews before ordering a table and chairs, which I have had to cancel because of them messing around with the order (one minute it's in stock, the next it isn't!). This was about 4 weeks ago - received partial refund (which took long enough!), still waiting for another £8 to be refunded, they took the money easily buts it's an absolutely nightmare trying to get it back. Very frustrating and I have now had to refer it to the financial ombudsman. Surely this is fraudulent.
Extremely disappointing ‘service', I will never go near this company again and advise others to be careful before considering buying anything from them.

3 reviews
0 helpful votes
February 15th, 2020

Beaumont Leys store Leicestershire is the worst store ever. I decided to return and to give them the benefit of the doubt but oh my god they are useless! One occasion I stood waiting in the queue... and waiting... and waiting whilst the staff member was chatting and the return visit was knocked out of the way with a stock bin, how rude and ignorant, so needless to say twice is enough to visit and so ordered online and arranged for a couple of items to be collected by courier and you know what I'm going to say... the courier never came and the return never got collected with no communication from Next at all and the online chat was too ridiculous for words if it wasn't such bad service it would be hilarious, as a first time customer can definitely say won't be a customer for a second time, cannot believe this is NEXT expected so much more. I deal with online orders often and all other retailers and companies I've shopped with are always spot on I know Next won't even care about this review but hopefully it will assist other shoppers in deciding to spend their hard earned cash elsewhere..

1 review
0 helpful votes
October 27th, 2020

I bought a sofa from next and found that there was a problem with it. They sent someone round to look at it months ago and I have still not heard from them the sofa is totally sub standard, despite several emails to them I get no reply I would not Reccomend anybody buying a sofa from them Terrible sofa and no customer care

1 review
0 helpful votes
September 11th, 2021

I have been a loyal customer and have purchased loads of clothes online earning VIP status. However, that status was short lived as August and September 2021 I have experienced unexpected dodgy sales and poor customer service. First, I bought an item online sale and paid for the good. I waited for the item to arrive but nothing for weeks. When I called to check and trace, I was told the item was sold out! Second incident happened the same where I bought addidas trainers size 10. However, I was sent baby trainers (size 1). I was really angry. As if not enough, on 03/09/2021, I bought puffer superdry jacket on offer and paid online as I have online account. The item was supposed to be delivered at local store in Stockport on 08/09/21. However, that did not happened and no update about the progress. On 10/09/21 I contacted customer services to trace item progress but was told the item was in the warehouse ready to be dispatched. Couple of days later, I called again to check but was told "sorry the item you ordered has sold out". I was disgusted and upset. I demanded to speak to a duty manager. I was put through another customer service officer who wrong the first colleague I spoke to. I was told the item was not sold out but was lost at warehouse. How can goods ordered and paid for get lost or sold out! I don't get it. I think staff members who are dealing with online orders are playing the games. Good quality items with reasonable prices online are mishandled by dodgy sales staff. Though I have been a loyal customer with hundreds of clothes bought from them, the above-mentioned incidents angered me and I will never go back to next nor encourage friends and families to shop at next anymore. Shame on them!

1 review
0 helpful votes
April 23rd, 2019

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.

1 review
0 helpful votes
October 2nd, 2017

Over the years quality has declined and customer service with it. I'm fed up with clothes that disintegrate in 6 months (I work in an office, it's not heavy, manual labour), and the ridiculous refund policy which leaves me out of pocket. Yes, their clothes look great, but they are not fit for purpose, and you will not easily get a refund if a fault develops. Try Primark, the quality is similar, but the prices and the service are superior.

1 review
1 helpful vote
September 5th, 2017

I'm very disappointed with store policies and quality of customer service. Even though I was a loyal customer for many years, they just cancelled my order because 1) I'm not UK resident (even though I'm EU resident), and they won't deliver to a hotel where I'm currently staying (even though I lived in the UK for 5 years and just recently temporarily moved to another country due to project work).

I won't recommend this store to anyone.

1 review
1 helpful vote
February 9th, 2019

Ordered for next day delivery what a joke courier couldn't find we are a big white pub on a main road near the main hospital now have to wait 5 days for over 220.00 to be returned to my bank
Next sort out your delivery

5 reviews
5 helpful votes
January 22nd, 2019

Best customer service, in store or online, easy to buy or return no problems. I never had problem with at all, good price and best quality. We are very happy customers. Thanks to Next

1 review
2 helpful votes
July 18th, 2019

£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.

2 reviews
4 helpful votes
December 22nd, 2018


This company is the worst company I ever seen. I bought some items online on the same day but I received the order splitted in 2 different days without advised me and any other explanation. Finally I receive my last item nearly 15 days later from the date of my order with again no explanation of why the delay. I was unhappy with one part of my order (I bought 2 pair of trousers) because they sent me a size 12 instead a 14. So I wanted to return this last trouser.
I didn't have any return label on my package so went online and submitted a return request. A delivery guy from hermes came to collect my order. 10 days later of collection I didn't know anything about my refund. I went to my account on the next online store but seems my return wasn't registered so it is like I didn't sent anything back to them. I tried to get in touch with them many times by phone but nothing. Customer services is just terrible. They do nothing. Trying to get in touch by email also (after a lot of research cause it is very difficult to find any other contact except the telephone number) 20 days later from my return so in total of one month after I made my order and even didn't get any reply, solution, etc... I can't believe how NEXT is dealing so terrible with their returns. If you don't have to return anything it is probably that you don't have anything to complaint about them but if you have to... Be prepare to deal with many phone calls, worries, waste of time and losing your money. I will be not surprised if this company is one of this that have to shut down their business as many others in UK. Very sad.

1 review
1 helpful vote
October 23rd, 2018

Ordered Chair - arrived without the legs - had to continuously chase for response - rescheduled finally but they just didn't turn up - again no communication - then discovered they couldn't find order so they had just cancelled it without notifying us - will never order again from Next

2 reviews
10 helpful votes
July 26th, 2018

Good quality, superfast shipping. The sizes may be quite different to fit, very depend on the item.

Q&A (0)

Questions? Get answers from the Next staff and other customers.

Posting guidelines
Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?

Sitejabber for Business

Gain trust and grow your business with customer reviews

About the business

Shop the latest women's, men's and children's fashion plus homeware, beauty and more. Next day delivery and free returns available. Shop now!

How do I know I can trust these reviews about Next?

  • Sitejabber’s sole mission is to increase online transparency for consumers and businesses
  • Sitejabber has helped over 100M consumers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members

See reviews as you browse with our Chrome extension

34 reviews
Have a question about Next?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business

Related articles and tips

6 Prom Dress Disasters

Prom season is here, and you deserve to look and feel amazing for your big party! Whether you are attending prom for the first... read more