Next: most-reported complaints
Automated analysis of 3,283 public Trustpilot reviews published 2026-04-10 to 2026-09-27. TrustScore 4.3 from 300,064 total reviews — see the Trustpilot page. Quick answer: is Next legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 3283 Trustpilot reviews analysed, the most-reported issues with Next were: Delivery late (381 reports), Delivery failed (318 reports), Support unhelpful (129 reports).
How to reach Next
These are the contact details Next publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0333 777 8000, email [email protected], address Next Head Office, Desford Road, Leicester, LE19 4AT, GB.
The company claimed its Trustpilot profile on 2022-06-27, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 363 of 596 in Clothing Store. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 3.8★ on Google (733 reviews) · 4.8★ App Store (826,354) · 3.46★ Reviews.io (1,353)
TrustScore over time
4.3 → 4.3 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 0.6d) · 2026-08-18 (99%, 0.6d) · 2026-08-21 (100%, 0.6d) · 2026-08-24 (100%, 0.6d) · 2026-08-27 (100%, 0.6d) · 2026-09-01 (100%, 0.6d) · 2026-09-04 (99%, 0.6d) · 2026-09-07 (100%, 0.6d) · 2026-09-10 (100%, 0.6d) · 2026-09-13 (99%, 0.6d) · 2026-09-16 (99%, 0.6d) · 2026-09-20 (99%, 0.6d) · 2026-09-23 (99%, 0.6d) · 2026-09-27 (100%, 0.6d).
Severity: 9% of this company’s 1061 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.7 days between the experience and publishing their negative review (1164 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2025-02-12 (Website (own site)) — A product listing on the NEXT website irresponsibly portrayed a model as being unhealthily thin.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 814 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 814 company replies to negative reviews analysed, 57% engaged with the specific problem and 43% were generic templates.
What employees say
Employees rate Next 3.5★ overall from 8,047 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2480 company-invited reviews in the recent window average 4.43★, while 211 organic (uninvited) reviews average 2.28★.
6% of its 2042 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 36% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 31,158 of this company’s 300,064 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about Next?
Delivery late
381 reports · 36% of complaintsrising since 2026-08“Order was not next day delivery, again”
The company replied on 2026-09-04: “Hi Sarah, I’m really sorry to hear of your experience with us. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss this matter…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Items suppose to be delivered Next day…surprise surprise…Evri not delivering for up to another 2 days!”
The company replied on 2026-08-18: “Hi Lisa, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected]…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The evri delivery service is terrible every time!”
The company replied on 2026-08-14: “Hi, I’m really sorry to hear you are not happy with the delivery service. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery failed
318 reports · 30% of complaintssteady“they would cancel the courier, as the item was not in stock!”
The company replied on 2026-08-13: “Hi, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected] with…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Took my money, not in stock. Poor communication. Waited a week to find out they were never even sent.”
The company replied on 2026-08-26: “Hi Bianca, I’m really sorry to hear of your experience. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss this matter further.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“You let me place an order yet the item isn’t even in stock”
The company replied on 2026-08-26: “Hi, I’m really sorry to hear that you have been let down. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss this matter…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
129 reports · 12% of complaintssteady“Still awaiting my £2.50, was told it would be in my account, and I also sent email as requested, but never got reply”
The company replied on 2026-09-08: “Hi Ian, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected]…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they would cancel the courier, as the item was not in stock!”
The company replied on 2026-08-13: “Hi, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected] with…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“such a disappointment that they advertise things they can’t guarantee to deliver on”
The company replied on 2026-09-06: “Hi Ben, we are truly sorry to hear about the difficulties you experienced with your recent suit order and the subsequent customer service interactions. We understand how frustrating it must be to be…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Faulty product
125 reports · 12% of complaintssteady“Awfully packaged Christmas tree, for something I paid over £260 for it was coming out of the box.”
The company replied on 2026-08-26: “Hi Lauren, I’m really sorry to hear the tree was less than perfect. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“after 18 months is fraying and wool coming off”
The company replied on 2026-08-11: “Hi Rachel, we appreciate your feedback. We are sorry to hear that the rug has become unsuitable. We’d really like the opportunity to discuss this further with you. Please drop us an email on…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Only half my order turned up then other half arrived 4 days later and was dented”
The company replied on 2026-08-02: “Hi Harriet, we sincerely apologise that your order arrived incomplete first time. Additionally, we are also sorry that the second part of your order arrived four days later and was damaged. We would…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Not as described
120 reports · 11% of complaintsfalling“Both had been worn/returns”
The company replied on 2026-07-26: “Hi Mark, thank you for your feedback. We are very sorry to hear about the condition of the shoes you received. We’d really like the opportunity to discuss this further with you. Please drop us an…”
Our classifier read this reply as a template response.
“The sizing of next items has, in my opinion changed and it's bad!”
The company replied on 2026-09-26: “Thank you for taking the time to share your feedback with us. We are sorry to hear that your recent items did not fit as expected. While fit can vary depending on individual cuts and fabrics, we've…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the top is clearly not petite”
The company replied on 2026-09-25: “Hi Natalie, I’m really sorry to hear the top was less than perfect. We would really like to put things right for you. We’ve emailed you for some more details so we can contact you to discuss this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
70 reports · 7% of complaintssteady“I was left standing at the till for over 10 minutes waiting to buy some jeans and a nice shirt. There was nobody serving.”
The company replied on 2026-09-08: “Hi, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected] with…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Hate wasting time searching through sale home items only to find most of it is out of stock”
The company replied on 2026-08-26: “Hi Sarah, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The management is terrible, no empathy for staff, human slavery is whats going on.”
The company replied on 2026-08-24: “Hi John, thank you for your feedback, this is really disappointing to hear so we’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected]…”
Our classifier read this reply as a template response.
Compare Next with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.