Next - Reviews and experiences

I bought two Stamford sofas because my back had been bothering me and we needed firmer seating after a move. I was warned by a friend not to get Next furniture but shrugged it off — silly me. At first they looked great and delivery was on time, which was a relief, so that was a pleasant surprise. My doubts were that the cushions wouldn’t hold up; turns out those doubts were justified. The smaller sofa’s cushions sank the first time someone sat on it — the springs don’t seem properly tied together underneath, so there’s no real support. The sofa bed cushions went flat much faster than they should’ve, foam quality feels cheap, and one corner even had a dark mark and a split. I rotate and flip the cushions regularly, but it’s getting uncomfortable. We had three assessors come by and all wrote there’s no manufacturing fault — none of them actually sat on the sofas, which felt pointless. Next kept saying thanks for letting us investigate but no problem found. Pretty disappointed overall; look nice, delivered well, but the comfort and build are not what I bought them for.

Evri never showed. Sat there like a dope. I rang NEXT at 6:35 pm and got the cheerful recorded message promising a callback in 27 minutes. Two and a half hours later still nothing. Sigh. I rebooked online for the next day but was paranoid (would you not be?) so I called again after 9 pm. Finally got a human who admitted both bookings hadn’t actually hit their system — “system glitch,” they said. To my surprise the agent sorted it out on the spot and switched me to a Royal Mail collection for tomorrow, which they actually emailed me about. Small mercy, that. I’m using this return to get rid of a jacket I wore too much on my walk to work (kids and mud — long story). Overall irritating, wasted time, but credit where it’s due: the late-night agent fixed it in a way I didn’t expect. Still considering cancelling if this keeps happening though.

the rep suggested I buy two more and return the extra one I already had. That felt like unnecessary faff, so I pushed back a bit. The turning point was when they finally agreed to send the missing pair and offered a small voucher as an apology. I had been a repeat customer and honestly expected smoother handling, given past orders were fine. It wasn’t perfect — I still had to wait and there was an awkward part about a return code that I didn’t want to print — but the follow-up mattered. Getting the missing trousers plus the £10 voucher was the moment I relaxed and thought, okay, they actually sorted it. Would I shop here again? Maybe, but I’ll keep an eye on delivery details. Overall decent outcome, could’ve been less hassle, but I appreciate that they made it right in the end.

I get an email accusing me of returning a child’s shirt when I supposedly sent back a men’s blazer. The shop staff were like, “no way that came from our till,” and I believe them, but corporate is adamant. I’ve been chasing this for months, making calls, sending photos, asking for store CCTV — all met with radio silence or boilerplate replies. They even billed me twice for the same thing and slapped on an “investigation” fee, so I’m out about £120. That’s the bitter part. The weird bright spot? Remembering how honest service once got a nod — which is why this feels so wrong and oddly personal. It’s caused a lot of anxiety, more than I expected; I don’t sleep on it. If you still shop there, consider recording return drops or at least keep receipts and timestamps. I’ll keep pushing for an apology and my name cleared — stubborn, I guess.

I wasn't sure about buying a sofa and chair set online — photos look great but you never know about colour, feel or how long you're actually going to wait. I ordered early in the year and the wait was one thing I accepted, though I was already sceptical. First delivery took about 15 weeks. The chair arrived without the screw mechanism and the sofa was a noticeably different grey; cushions felt flimsy too. So yeah, my doubts were justified at that point. Next, customer service told me they'd compensate for the delay and check quality if I reordered, which made me consider trying again — sounded reasonable on the phone. I gave it another go and waited another 12 weeks. The second settee turned up with the same issues. On top of that my floor was damaged during delivery. That was the tipping point. The complaints person who called later wouldn't take ownership because it wasn't her team — bureaucratic, basically. They offered a discount for a poor-quality settee or to send someone to try matching material; I declined both. I didn't want to pay more for something substandard or risk another long wait. In the end they let me keep the settee until I found a replacement, and they did send a contractor to try to fix the floor. I'll give them credit for sending someone — it helped, even if they couldn't fully restore the floor. So I'm relieved that at least that part was addressed, but overall the process left me stressed and disappointed. I wouldn't recommend it unless you're prepared for delays and possible quality issues.

I no longer trust their returns process. I was a loyal customer for decades. That counts for something, but it didn't help here. I sent back a brand-new pair of trainers in late December via an Evri collection. I got a refund on my account about a week later. For a while I felt fine — relief, even. Then, five months on, Next sends me a letter and a box containing a used pair of different trainers. They say I returned those. I did not. The only plausible explanation is someone on the courier side switched the parcel. I later learned that sort of swap happens with temp couriers around busy periods. Next are insisting I committed fraud and they want to charge me for the trainers plus an investigation fee. That accusation is brutal. It’s left me upset and incredulous. I’ve dealt with other retailers and returns before — some worse, some better — so I’m not naive. My take is simple: their system is flawed. Once a parcel leaves your home, you shouldn't be held fully liable if the chain breaks. I’m contesting it and I’ll keep pushing, but the relationship is damaged. Small relief: they did refund initially and that shows the system can work. Still, the follow-up handling has been very disappointing.

weighty, soft on the skin, a bit of a cottony grip that suggested decent quality. I used it the first night, no drama, and shrugged at the price thinking, okay, this should last. First wash changed that. After one spin and a sun-dry it came back noticeably smaller; what had been a relaxed fit turned into a fight to pull corners over the mattress. It’s one thing if a sheet settles a bit, but this was visibly tight and puckered, not what I expected given how it felt new. I tried the usual fixes — soaking, stretching while damp — but it just sits tight now, like it remembers being larger and refuses to go back. I called customer service the day after (it happened on Father’s Day, which made the timing extra frustrating), and that’s where my scepticism peaked. Online chat didn’t load, and the phone wait was long. When I finally spoke to someone they said they’d emailed a return label and made a note on my account. Nothing arrived. The rep insisted they’d sent it and wouldn’t resend. That back-and-forth felt accusatory — like I was asking for trouble rather than for a fair swap. After pushing a bit further, asking for escalation, and a written confirmation, things finally moved: a labelled return showed up a few days later and I got a refund confirmation. Not smooth, and it took more persistence than it should have, but ultimately the product didn’t hold up and they made it right. Bottom line: the fabric felt good at first, but the shrinkage ruined the fit; customer service was inconsistent but eventually corrected the mistake.

I’m mostly happy with the set, even though the sofa needed attention. I bought this because my back’s been grumbling for ages and I wanted something supportive for the conservatory — chairs to sit properly, a sofa to nap on without sinking. The two high-back chairs are lovely, honestly — comfy, good posture support, exactly what I needed. The sofa arrived well packed and delivery was spot on, which I really appreciated. Now the annoying bit: the sofa’s fixed cushions started showing that rippled, underfilled look almost straight away, like the foam and top layer weren’t doing their job. I complained, a technician came out and said there wasn’t a fault and that modern top layers are polyester over foam, and well, that’s how it is. I wasn’t completely satisfied with that explanation — felt a bit brushed off. So I got a local upholsterer to have a look; he confirmed the foam and topper weren’t great and gave me a quote to improve it. Despite the hassle I’m grateful the delivery and chairs were so good, and that a local tradesperson can probably fix the sofa. So, conclusion up front: would buy the chairs again, cautious about the sofa unless you’re happy to tweak it later. If you need firm, shape-retaining cushions because of back issues, ask specific questions about the foam and topper before you buy. Overall pleased but with a clear caveat.

okay, treat yourself. For a few months everything was fine. I usually only used two of the four slots, which is weirdly economical when you live alone, and the right-hand side worked perfectly. No drama, just toast.