Review Time
I bought a sofa from NEXT which was delivered in August 24. Less then 6 months later with very light use. The sofa cushions are flattened and very wrinkled. (I wish I could upload photos they looks like a rumpled used tea bag). I contacted NEXT who sent a 'furniture technician' out. He said the the material had stretched as I chose the wrong material. (I bought a woven material) . I then said that I was not aware of that when I bought the sofa. He then said I should of gone into the shop. (I bought it online). His advice was to smooth it out every single time you sit on it!! I contacted NEXT as this did not seem correct. There customer service said yes all the material stretches, that's the way it is! I explained that that my old sofa did not wrinkle in the same way. She said that the ones they sell all the material stretches. She offered to sell me new cushions which I declined, eventually as a 'good will gesture' she offered to get me new cushions sent but assured me that they would also wrinkle up just as my old ones have. I would never buy another sofa from Next they look great for the first week, but after that they look awful. My advice would be to look elsewhere. My sofa cost over a thousand.
Terrible Erin Sofa. Looks great but flattens like a pancake….do not buy! I need to refill inners with foam just to make it comfortable. I sat in the same one in shop recently and they clearly use different filling. If they used the filling we have, which has one person sitting in it a day, it would feel like sitting in slats within 30 mins. I have never been so disappointed.
Bought a large 3 seater and an other smaller sofa.i have them out to it as the arm cusions are flat was told they need plumping everyday which they are but does not make a difference. The seat cusions don't sit properly and it's the most uncomfortable sofa I have ever had .DONT WASTE YOUR MONEY .
I have been a loyal Next Unlimited customer for many years, and I feel incredibly bitter now that I’ve discovered I’m being charged for every return (except for items returned directly to a Next store), despite paying an annual fee for Unlimited Next. This really makes me question just how "unlimited" it truly is. It’s deeply upsetting, especially since most major retailers offer free delivery and return options through Royal Mail or Evri. To make matters worse, I was even charged for returning items that were broken in the first place. This feels like a massive step backward, and I’m extremely disappointed and angry about it.
Disappointing to say the very lease……Next used to be first rate with their customer service…….now it’s broken promises, misleading delivery information and extremely poor service.Profits may be nearing the £1 Billion mark but at what cost to their previously local customers.Profit is vanity…….turnover is reality!
I have been a Next customer for many years, both online and in store. When I first moved into my home. Most of our furniture was bought from Next and we have been very pleased with the quality. So much so that after 10yrs we needed to replace the sofas that we had and did not even consider another company. We recently bought a large Erin sofa & armchair and we are so disappointed with the quality. My sofas are only 3 months old and I have already started a dispute about the cushions as they offer no support and are uncomfortable to sit on. Next customer services were initially quite helpful, and as other reviewers have commented, I also had a technician visit to assess the cushions. From this point Next have completely ignored my attempts at communications. Apart from one email telling me, I have received what I ordered, so there is nothing more for them to do. This is not what I am disputing. I am well aware that I have received what I ordered. My dispute is the poor quality of foam that is used inside the cushions. This sofa is NOT WORTH THE MONEY (over £1000) and is not fit for purpose. The foam used inside the cushions, is shredded and as a result disperses and offers no support when sat on. It bunches, and does not fill the cushion covers. Leaving the cushions flat and the covers baggy around the edges. Every day they need plumping to get any volume at all, and This is a difficult task as they are big and heavy. My last Next sofas lasted for more than 10yrs. My new sofas have only lasted 10weeks. DO NOT buy them if you want solid, comfortable seating.
Had a matress from them less than a year, and it’s broken. Went through the returns process and they sent out an ‘expert’ to come out. He did a long winded process of asking me personal questions including my weight, and using weird techniques like he was conducting an exorcism of my matress. The man was rude, short and left rubber gloves and plastic wrap in my bedroom and had the cheek to use my bathroom!!A few days later next contacted me refusing to process the return saying I did not follow manufacturer instructions which is not only a lie but also clear that the matress is not of a good quality.I ended up going through a review process and the same day I got a response they would not return the mattress and blamed me for the fault. I had the matress a total of 9 months before the issue, they told me I’m welcome to write a letter taking it further via ombudsmen or consumer rights.Their customer services are rude, unprofessional and I feel their products are not only substandard but a rip off.Absolutely fuming, so much so I’ll be taking it further and making sure the word gets out about my experience to which best buy, the media and other review sites.
Order cancelled and bad service I ordered some baby items from them on the 24th December 2024, according to their email my order was divided into two packages and be delivered on separate dates, which was fine with me. 2 days later I received an email saying that my order was delayed and they will get back to me in 1-2 business hours which never happened. I received the first package on the 7th January, 2025. On the 9th of January I wrote to them concerning the second package, I needed to know when I will be able to receive it. They wrote back saying “ we have received your returns” I wrote back to them because I was shocked, how can they say they have received my returns when I never even received the package. From this point they never replied to my emails or provide any answers.BAD SERVICE and NEVER BUYING FROM THEM AGAIN
5 StarsI had an amazing experience shopping with Next! Their customer support team is absolutely fantastic—friendly, helpful, and quick to resolve any queries. What impressed me the most was how simple and hassle-free their return process is. Returning an item took no time at all, and the clear instructions made it stress-free. It’s rare to find a company that combines great products with such outstanding service. Highly recommend Next to anyone looking for a smooth shopping experience!
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