Review Time
The lead time on 2 Mallory sofas was 11 weeks, but there was a delay and then I was told there was possibly a further delay, with mention of possible compensation. I received a message before the date of the second anticipated delay - so I assume that was the end of "compensation"! On the day of delivery, the sofas turned up reasonably on time despite a txt saying there would be a delay of an hour. The delivery men dropped the furniture and left. I asked them "aren't you fitting the legs?" The reply was "Can't you do it?". They didn't unwrap the furniture to check it, I was left to struggle with the packaging, turn the sofas the right way around, and fill my bin with the packaging. There are still no legs on the sofas , that's a job waiting for my family when they can get here in 2 weeks time! So far, despite almost sitting on the floor, I am pleased with the sofas but not the service. Seems like Next have outsourced delivery to the cheapest available, it was a wet day, nothing put down to protect my floors, just little things that really mark good service. I don't even blame the delivery people, they do what Next tell them to do. I waited a couple of days to see if Next asked for feedback, they didn't, so obviously they are not interested in customer satisfaction.
Subject: Urgent Complaint – Faulty Suit from Next Fenchurch Street StoreDear Simon Wilson and Store Manager,I am writing to express my extreme frustration and disappointment with a suit I purchased from your Next Fenchurch Street store. The product quality is absolutely unacceptable. On my very first wear today, the button tore off. Honestly, what kind of quality control does this reflect?I paid for a proper, durable suit — not something that falls apart immediately. This is ridiculous and needs urgent attention. I expect the suit to be either repaired immediately or replaced without any hassle.Please address this issue at once.Regards,Hirok07436595741
Ordered a Bronx floor standing lamp. I’ve had to return 3 now as the wooden parts of their legs are not the same wood. They are a ‘mahogany’ reddish brown colour that does not resemble the rest of the numerous Bronx furniture I have in my house ( 4 units, dining table, side tables). Staff in shop really trying hard to resolve but totally let down by customer services as was I when I tried to resolve the problem. I have been asked to take photographs of the lamp against my other Bronx furniture which I’ve happily done but why? Get the feeling they think I’m being fussy but it’s a totally different colour with no wood grain (as in Bronx). Even the picture on the front of the box is different to what’s inside !?!Totally sick of being palmed off and carting big boxes to and fro to my local store. What’s going on? Next were always so reliable and my go to BUT no more!
Before purchasing my sofas I read the reviews. They were awful for most of next furniture. I struggled to find a satisfied customer. My son and some of his friends had bought their sofas from next and they were very satisfied. I really couldn’t understand how they got such bad reviews. Anyway I couldn’t find sofas that i liked as much as the ones I’d seen in next, so after speaking to the branch manager and voicing my concerns about the reviews (to which she couldn’t understand either) I went ahead and bought the sofas. Got be be honest they took some time to be delivered but once I had them I loved them immediately. My sons feel I made a mistake with the colour due to having four small grandchildren but I loved the colour so why not. It is the most comfortable sofa I’ve ever sat on. I’m not one for nodding off in front of the tv but in all honesty I struggle to stay awake if I’m laying on this. Anyway I hope I don’t come across any problems. I haven’t yet.
I brought a Ashford chunky weave two seater sofa firm fit . I had it over a year now the material is so worn flattened and has bits of fabric sticking out on the cushions and have lost the support on seats I have always turned all the cushions and it been vacuum with soft brush attachment. I had my concerns when it was delivered over the fabric seems it seems I was right . It’s not durable and fit for the purpose intended. I called next and complained their own function specialist came .He agreed with me about the fabric and cushions but seems changed his mind in his report saying it general wear and tear . There only myself and my husband in the house . I been a customer for years and always considered this company to have excellent customer service and value their customers . Seems this is not case as there seems to be a lot of unhappy customer on this site complaining about their sofas.
2 leather sofas. Fixed seat cushions. Unable to plump them up due to being fixed. Leather has stretched and has revealed the fabric backing to the cushions. EXPERT opinion suggested no manufacturing fault from a couple of photos submitted. Not happy, requested on site inspection. Report suggested that I was sitting on the sofa wrongly? Work that one out. Again said no manufacturing fault. Finished up going to arbitration. Next offered to ATTEMPT repair. Castelan chap came, dismantled the sofa to try to realign the cushions. Suggested that the repair was the best they could do and to expect the problem to reoccurs.Arbitrator found in favour of Next due to the time scale from when the sofas were purchased and the time I raised the issue, approx 9 months. This falls outside of the consumer act time frame for making a complaint, nothing to do with the fitness for purpose of the product.So, if you do go down the arbitration route, check before hand whether your claim would be accepted given time scales. If the arbitrator finds against you, Next will drop you like a hot potatoe 🥔.
I have the same issue as others on here with the terrible smell that comes from my chunky tweed Ashford settee and snuggle chair. Especially first thing in a morning when opening the living room door. After reading on here it’s the foam that was used. I will be getting in touch with Next. Furniture just 2years old.
Do not give your details out. They'll ask u at the checkout and on line. I got text messages every day. That part didn't bother me it's the part where I would have to pay to opt out and had to go through the complaints procedure to stop these messages. Absolutely disgraceful behaviour. DO NOT GIVE THEM ANY DETAILS.
Would gavw rated 0 stars if possible.I have been trying to get a tin of paint since 25 August . They keep cancelling my order without telling me and then reordering it . Getting nowhere with customer service despite converting enquiry to a complaint. Have happily used Next for years but not for much longer as customer service is appalling.
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