Next

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.

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

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

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.

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.

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

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.

Had a credit account, never missed a payment, always cleared quickly and then suddenly 'temporarily' restricted for no apparent reason (it's been a few months now and still in place). I'd paid for a years worth of unlimited delivery on the basis that the service would continue to be frictionless, won't be doing that again. Good job I'd cleared my entire balance ahead of this mystery restriction.

On top of that, the website now seems to be falling apart at the seams, errors when trying to access the account area, search not returning results despite accurate keywords, poor interface, especially on mobile. Weeks long delays on 'in stock' items I'd shut down my account if I didn't have to call them.

I'd rate them as 0 out of 5 if it were possible.

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.

I am not sure Next know what they are doing. I ordered items online and as you would expect I thought I would get next day delivery as advertised but once I got to the pay section it came up 3-4 weeks…ok I said I can wait. Then 2 days later an email to say one of the items as become available and if they can take the money from my account by a certain date then they will send the items. Then i got an email to say they have the money but as yet no email mentioning when it will be delivered. Since then i have had 3 more items "supposedly on the way" but no confirmation of delivery.
So many emails but no items.
Disappointing to be honest and not what you expect from a big "name" store. Won't be ordering online from them again as I'm not convinced they know what they are doing

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.

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.

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 never fail to impress me when it comes to clothing. I am always shopping here for myself and my family. They have the best value for money and best quality and fit of any clothing brand I know, especially for jeans and trousers. Every guy I know tells me he shops at next for his jeans because they are so damn comfy, especially if your a curvy dude like me.
Overall a 5/5 not a bad word to say. Also next day delivery when you purchase online, you cant get better than that!

It was my first and of course my last experience with Next. I bought a jacket from their eshop. Although the transaction was successful and I was waiting for the confirmation for the order, instead I received an email informing me that due to technical reasons the order won't be processed and the money will be refunded. After 24 hours I contacted the customer care service. They said that the amount is temporarily blocked and that it would be refunded in 48 hours. One week later I'm still waiting...

I hope my review will help others avoid such unpleasant experience.