Next

I have used next for several years lately the quality and range of female clothing has rapidly gone downhill.

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!

I ordered curtain poles from Next online on 1st of June, then I started receiving calls from them to schedule the delivery. The only option they gave me was 15th, which I knew I wouldn't be at home, but they said they can't change it. Why am I supposed to go in a call and to confirm if the delivery date is immutable? Then I asked if the delivery location can be changed to one of their stores for pickup, but the answer was again no. They told me that courier will call me on the day of delivery so that I can make the rescheduling with them and on 15th courier personnel called me, and he couldn't reschedule and told me that I need to call their company. There is no delivery information nor an ID for the shipment on Next's website, so I called Next again. That day my call transferred many times within Next's system, it took almost an hour, and I was late to my meeting because of that. The sixth support personnel on the call told me that I have to wait three days so that the item will be back in warehouse, then I have to call Next again for rescheduling. So I called them on a Wednesday, and I had to wait until Monday. I expressed my dissatisfaction, and she said she will email the courier company, and they will call me the same day or the day after, which means 16th, for rescheduling. Today is 16th, nobody called me nor contacted, I don't know if anybody is taking any action. I also sent a long complaint email to Next on 15th, which took around 15 minutes since I gave all details, and today on 16th they answered with a template email with mentioning they hope they will do better on my next order. My problem is still ongoing, so they even didn't read my email. I am actually a returning customer to this company, ordered curtain poles before, and I should say the products are in good quality. However, their service is terrible, the previous purchase I made was to their store for pick-up, and they delivered to an incorrect store in a different city, which I needed to go there to resolve the issue, because the same reason, their service is terrible, their support service is reckless. I wish I will receive the items that I ordered, their system is relying on chance.

£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.

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