So I spent a lot of money with Next buying furniture for my house. Slight problem in that we couldn't get the sofa through the door. Obviously not Nexts fault, but has meant that we have to hire a glazier to take off the front window to get the sofa in.
So I rang next and asked if they could give me a specific time, so that I could make sure my partner and the glazier were available. Apparently they don't do that all they can tell me is if the delivery will be in the morning or evening. So I asked if they could delivery it on a specified morning - surprise surprise they don't do that either! I just have to wait and see if there are other deliveries on the same day and then they'll deliver to me.
I then sent a letter of complaint and the reply was a polite sorry your not happy but this is how we do it - so tough!
I did wonder if my expectations were too much so I looked at other companies delivery polices and most of them will let you pick a specific time and date for delivery- some charge others don't - but still available.
I will not be buying from them again!
I went to order a dining room table which my GF found on their website. Tried to order the table to only find out it would take 21 WEEKS! ...... but the dining chairs were ready now. Shocking, considering we had to wait 6 months for bedside tables last year. SO we have to wait from now (May) to October until they arrive. Now I appreciate high demand but they are not being delivered from the moon so why the hell do we have to wait that long. Unsatisfactory and just damn right ridiculous.
Love Next's clothes/footwear range but also their Home range. I nearly always use Next when purchasing items for around the house. Although some items are rather expensive they are well worth the money. The website is easy to navigate but I also love visiting the stores. I've used the next flowers service once before too which I was extremely impressed with and would definitely use again. As you can tell I have no faults with this company and highly recommend them.
Ordered flowers for mothers day. Not the flowers described or shown on image in any way because some were missing and cheaper flowers substituted. Also badly arranged in my opinion. Poor for the money paid. That little bit of extra effort and attention would have made the difference rather than bang them out quickly for the profits. Spent a lot with Next over the years!
I brought items and got double of everything from next and got it delivered to my house. Returned all of the items that was cloned because it would cost me. Went to a next store to return the items. When I waited for a few days nothing when into my account called them to find out that there no evidence of me returning all my items. I gave them the receipt number and was like oh yes you did return it and there be the refund. I then waited for 30 days nothing in my bank account so I called them again and they said oh what happens is the money stays on your online account unless you say you want it on your debit card. How cheeky was that. Making interest on my money while not bothering to tell me about it. The customer service team are either really good or so annoying that you want to hang up. I will never buy anything from next again. Robbed in daylight. Never going to do business with them again.
Few orders placed from them never arrived due to poor courier service, however if you dint receive your goods, Next will make sure you keep waiting for good few weeks before outcome. However quality is great and items are reasonably prices. Customer service is good too!
First off, one thing I truly hate about Next is that, when you make a purchase on their website, you seem to automatically be given a credit account with a limit on it...which then shows up on your credit report as an agreement. Why can I not just buy the stuff I want like I do on any other retail website, I don't want a credit account!
Now to the major issues...Next's home delivery service. In preparation for a house move, my wife and I made three orders on the same day in a Next store for sofas, beds, units, etc, etc. The store assistant was great to be honest, making the order process very simple - from that point on it all went wrong.
The first delivery failed to show up despite Next having notes on the system of a conversation I had to arrange the delivery. Seems the person I had spoken with simply forgot to schedule the delivery - and I'd taken a day out of work for this.
The rearranged first delivery showed up on time but had the wrong items. A two-part bed had one part from the range we ordered and the second part from a completely different range. This first delivery was finally successful on the third attempt following a complaint, with me taking further time out of work.
The second delivery was actually successful, but the third (sofas) became farcical. The sofas we ordered were subject to a short (5 week) lead time, one of the primary reasons we purchased them. At the time the shop assistant had informed we should call to arrange delivery, we were told the sofas were still not available and were simply fobbed off with "supplier issues". We were also told that a letter had been sent to us earlier - which we'd never received.
After more to'ing-and-fro'ing with Next's call centre we were eventually told the sofas wouldn't be available until December, a full TEN weeks after we placed the order. For a specified original lead time of 5 weeks this was unacceptable...so we (eventually) got Next to agree to providing us with a loan sofa. This duly arrived but was too big to get into our house - by about 1 inch. The sofa was fully assembled so removing the feet would have solved the issue but were promptly told by the delivery guys "we're not allowed to remove the feet". WHAT THE?!
Yet more phonecalls between my wife and the call centre led to another loan sofa being sent to us. This time was even better than the first:
- The local delivery guy somehow got lost (sat-nav, maps on smartphone?!) which resulted in me having to direct him while he was driving
- Upon arrival he had his two kids with him. This, according to Next, was arranged as a "two-man delivery crew"
- This led to me having to help the delivery man lug the loan sofa into the house and try to get it up the stairs....and would you believe it was AGAIN too big (even with the feet off) despite the fact we'd fully instructed Next that a SMALL sofa was required. As nice as the delivery guy was and as much effort as he put in, his efforts led to damage being made to the walls in our house.
Enough was enough so we cancelled the order and escalated our complaint as high as possible. But this was STILL not dealt with sufficiently and my wife continued to be passed from pillar to post speaking with multiple people to actually try and get anything done...most of whom seemed to spend their time having the same conversation rather than using the (now essay-sized) notes regarding all of the troubles we'd faced.
After noting Next staff's email address format we eventually had enough of all the incompetence and looked up Next's directors, trying out applying their names to the email format to get through to them. It worked...and (surprise, surprise) things were then dealt with swiftly and efficiently over the next few days to resolve the complaints and compensate us for all the associated phone call costs, emotional distress, wasted time off work, wall damage, etc.
How can a company of this stature can get things SO wrong? How can it be that to actually get anywhere with complaints resolution we ended up having to contact directors? It’s beyond me...and quite simply a disgrace.
Since this debacle we've been to DFS and bought a sofa. Swift, efficient, great communications, on-time delivery to the specified lead time...fantastic! I’d suggest you do the same if you ever consider buying a sofa from Next. As for Next...avoid, avoid, AVOID. I’m not even going there to buy socks anymore...
I love Next's products for the Home as well as their clothes. They are made from lovely fabrics, are long-lasting and are in the sizes as displayed. Clothes fit nicely and are always up-to-date with fashion.
Even though a bit pricey at times, I would like more sales with real discounts and to cater to the British sizes more seeing as most are a size 12-14 now.
I place my order. Receive an error message and asked to re-do order which I do. 30min later I receive two emails that I have now apparently have placed two orders. I immediately call up to cancel but not possible and since I was paying upfront and not on account I now have to pay for returns. Totally unacceptable practice.
Fair enough, the stores require a form if ID to collect a catalogue item you've chosen to be delivered to the store to save the nearly £4 delivery charge to home. They e-mail you and they ring you until you present yourself at the cash desk. In these days of smartphones and e-mail you'll be basically accused of being a terrorist if you don't have with you a little slip of blue and white paper with your account number. It doesn't matter that you can show them your own e-mail on your iPhone and that you present your card licence with your mugshot. That should be enough. It's 2012.
When we're looking for security guards for the Olympics or Border Control at Heathrow then the staff on the desk at Next are waiting for the call. How patronising can someone on minimum wage be towards another human being collecting a £25 pair of jeans? Very. Get a life.
I am trying to buy maternity clothes and as Next don't seem to offer any in their shops I went online. I placed the order specifying I did NOT want a catalogue, then I went through to the payment pages it had automatically added one and then there was no way whatsoever to remove it. I tried to place the order on the phone and they insist on a credit check - seeing as I wanted to pay on the phone and not open a credit account this seemed completely unnecessary. Will be shopping for my maternity clothes elsewhere after such a waste of my time.
Ordering online was much easier, especially with available sizes.
However, there are a few improvements I would suggest:
1. Some of the imagery is not sufficient for you to see the product. It was only because I had been in store that I knew what the product actually looked like. For example, with the occasion suits, you are offered things like shirts on the same page, with no detailed images of the shirts being worn without the suit jacket.
2. The navigation on the site looks good, but makes it difficult to see the difference between certain products. It's a pain to have to go through various frames of what is effectively a flash banner just to get to the correct product. Great for mindless browsing, not so good for finding what you want.
3. Charging shipping on a £130 order is a bit cheeky. From all the online shopping I have done, I have found even where shipping isn't free (it normally is), it is at least free for higher value orders (e.g. over £50 or over £100).
4. While I like the idea of not being charged for your product until you are happy with it, it makes the ordering process confusing. It also tries to lure you into subscribing to the magazine without making recurring charges clear. Also, there seems to be no option to pay the amount straight away - it seems you need to wait for a statement. I guess you are working on the fact that people may forget to pay for their goods, allowing you to charge interest?
Quality of the products were good. Shipping was on time so no complaints on that side.
after shopping for Next online and in store for many years and spending thousands, i am seriously thinking of closing my account. The vip sale was just a digrace, i had 20 or so items looked out and all ready to go at my alocated time. Ah but Next forgot to mention that 99% of the items would be to fit a dwarf or a giant with no stock left for the average person. I think it was just a way for next to get rid of all the crap left in there stock with no real bargins there at all.
ps. i would like next to define VIP because it certainly is not very important person
Anna Jagrič found this review useful
Use next for clothes and homewear. I have collected from the store and each time they ask for different things to prove my identity...weird.
I get an email stating one thing, when I get to the store, its another thing. Get your act together! They do have nice things though, and reasonably priced
Next offers nice stuff at reasonable prices. The website is easy to use.
The delivery service is the worst I have ever come across and the customer service response, whilst always courteous, totally ineffecrtive. 8 phone calls when item failed to materialise on a next day delivery for two weeks and then 12 automatically generated and conflicting delivery advices, culminating in a confirmation that it was now duly cancelled as well past its required date- and the wretched thing turns up. Delivery company lied and lied. I will never use this company again.
I love this company, fast deliveries and returns. Very good customer service I could shop in there all day, everyday. Very friendly website, they respond to most of their reviews left by customers. The majority of things that I have purchased are of very good quality. They are professional, and seem to value their customers which is refreshing.
I was trying to find a new shirt using their website and gave up after 10 minutes. It is utterly rubbish. Luckily I was passing by a shop so could pop in - they have a good range and reasonable prices for ok quality. It's just the website doesn't seem to show all items they stock in store.
I recently opened an account with Next and was really disappointed. I ordered some cultery £40+ (inc delivery) and they looked like i got the from poundland. The cheeeeeeapest plastic decor you could imagine on cheap plastic handles.
I had to send them back asap and of course I had to pay for the return as well.
Now the only thing that I'll order from them is flowers!!!!!
If you're looking for quality clothes for children then Next is definitely the place to go. The prices are good value considering how long the clothes tend to last for, and you can usually flog them on for a decent price once your children have finished with them.
I always find the mens wear section a bit limited though so they lose one star for that! And the home stuff is very expensive
Love the fact that you are buying on credit which you can pay off almost any time you want... Great opportunity for people who want to buy something NOW, but will have a money, let's say, next week.
Quick delivery and free returns. GREAT!
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