Next - Reviews and experiences

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 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.