I won't buy from them again
I have been in touch with them four times to rectify an issue with a return. Every time I get a different story. The customer service is appalling! Even worse, several of the items I bought are such poor quality they are falling apart after one wash. I couldn't be bothered trying to return the faulty items since my experience with a regular return is so bad! I will be spending my money elsewhere in future.
Really good email communication. Delivery from UK to Australia was within a week. I got exactly what I ordered and perfect size and really good quality....really impressed with the overall experience
Pathetic Customer Service
I used to love next and my experience with them was always positive until recent times where they have dropped the ball. My deliveries are never delivered in time and get lost somewhere in the system and then it takes them weeks to find the parcel and deliver. Then recently I received a faulty cami and wrote an email to which they said they’ve processed a refund and to date I haven’t received the refund. They said it would take 5 business days and it’s been 10 business days with no refund. I continuously send emails to which they repeat the same jargon like it’s a generic email. Never ordering from there again. The process Is ridiculous
Thanks to Next now using Toll as their delivery company expect a lot of frustration! Been on the phone on and off for the past week trying to track the missed parcel and not receiving proper service. Online tracking service not up.to date and apparently data was lost. My first and last time ordering from these guys.
I have been buying from next for years, however in the past year, the customer service has become dismal. They simply dont care. Returns are a nightmare. The claims they make are lies, and you will go around in frustrating circles and then give up with no return. Never again.
Excellent customer service
I have returned lots of clothing to them in the past. Best customer service experience! Always keep your proof of postage from the Post Office as they will ask for the tracking number. Give a full refund without a fuss. Love NEXT!
- Verified customer
Awful! Liars and Thief
Awful. Made mistake in my address (provided only a city name), and contacted support after 15 minutes, and asked them to cancel because I didn't provide an address. But they said that it was shipped, they even didn't have my address. They didn't cancel it and didn't refund. Terrible company! Liars!
Shocking with returns- will mess you around
I purchased summer clothes for my son however they were one size too big. Contacted next to advise id like to exchange and they said I must return for a refund. Fine- return post at own cost- ok.
Returned the items via Auspost in September and have confirmation that the package arrived in Alexandria a few days later. I have had no contact from next since, and no refund. My attempts to contact them have fallen flat. I really just wanted to get the size down but they have completely ghosted me.
Not good enough. Will never use again despite having purchased many items before, appalling customer service.
I wanted to love them but....
When I had purchased, NEXT made the return process sound very simple. I bought some items and was pleased with delivery and what had arrived. I did however need to return an incorrect size.
I have since found out that their account login does not keep your order details, in fact it's kind of useless only housing your billing address. They also do not tell you to add a tracking to your return (I paid extra and did this anyway).
After I made the return I heard nothing so weeks later I thought to check on the refund. I contacted via their onli...ne chat and they asked for a tracking number. Luckily I had my Australia Post number. It had recorded that the return had been waiting for collection for almost two weeks. I was told that I would be refunded and was within 3 days. A good outcome but after reading other reviews it's still a bit worrying and certainly not foolproof. Lessons: - keep all your order email paperwork - if returning items purchase Australia Post tracking and 'signature on delivery' - buy via PayPal for buyer protection
Unable to change order
I placed an order for gum boots for my child. I realised after a few hours, that I have ordered the incorrect size. I tried contacting Next via phone to change the size and was told that I am unable to do this once the order is placed. I was encouraged to return the items for a refund but based on other reviews, this doesn’t seem like a good option.
Duplicate order nightmare returns
When paying, the computer system will often come up with a “Sorry, we’re experiencing issues, your order hasn’t been placed, please try again later”. BEWARE! Most likely your order has been placed and they’ve taken your money. Check your emails and bank account if you think your order hasn’t gone through. This will save you the nightmare of trying to get refunded for a duplicate order. It’s taken me a month of 3-4 irritating phone calls a week, a PAYPAL complaint, missing items, unwanted items and still only a partial refund has been received. ...I despair. Use PAYPAL for the insurance as if you have any issues, this seems to be the only way you can get them to respond quickly. I closed my PayPal complaint in good faith when they said they would refund me. More issues arose. The quality is great for the price, the kids clothes are great. Just be careful when you order and hope that you don’t need to return anything.
- Verified customer
Don’t get scammed!!
Save yourself from getting scammed!! They say they accept returns, but never refund your money after sending the item back. 2.5 weeks after the item reached their warehouse they still hadn’t refunded me, I followed up 3 times and was told to “wait for it to reach the warehouse” which it had 2.5 weeks ago. 3.5 weeks on I opened a PayPal dispute, and PayPal mediated and refunded my money. Don’t trust these scammers, if you MUST order from this website use PayPal for buyer protection.
Very pleased with their childrens clothing
I purchased a 3 pack shorts and 5 pack bundle tshirts for both of my kids. Very cheap and so surprised with the quality and style.. I was kinda expecting "kmart" quality or less but I have to say the quality is way better than Kmart and cheaper! All up 6 pairs of shorts and 10 tshirts for under $100!!!!! And the bundle packs make it really handy + the colours and styles are not just plain but really nice. Definetely buy again! Oh and shipping was free and only took 3 days from London to Adelaide.
Update on my previous review
It’s been 29 days since my last post and I am still waiting for a refund in the two duplicated orders and my postage. I am $157.60 out of pocket.
Next customer service is shocking when things go wrong. If you never have to return anything they’re great, but this is the second time I have returned goods in the past 12 months and not received my refund - I think there is a black hole at the Alexandria PO Box that returns disappear in never to be same again - so disappointing as I have been shopping with Next both in the UK and Australia for more than 30 years - but not anymore!
Customer Services for returning customers
I have previously shopped with Next Australia online. I went back on to place a new order (last ordered over 6 months ago) to find out that my account is inactive. However, I cannot reset my password or re-register, I have to phone them and wait 3 days until they reactivate my account. I only find this out because everytime I try something the website crashes. Shocking customer service for a returning client. I will be taking my business elsewhere. Who waits 3 days to be able to buy online. Just redic.
Trial ordered and pleasantly surprised
I was on the hunt for unique baby clothing, and wasn’t keen on certain brands that have over saturated the baby market. Next delivered quick and as shown in pictures.
Great kids clothing at great prices
Easy to use website, so many different and colourful kids clothes, great quality clothes, fast delivery from the UK. 100% satisfied customer.
Will continuously buy my son’s clothes from here. So happy
Been ordering for years always fantastic.
I’m really shocked at the poor ratings. Have been ordering for years the quality and service is always on point. I just ordered something Thursday evening and it arrived this morning, Monday, from the UK. I can’t get most sites in Australia (beside amazon) in that amount of time. Free shipping over $35 also.
Poor customer service and no refund given
This label has incredibly poor quality and the customer service is just as bad. Twice I have needed to return things after receiving items that look very different from the photos, and have such poor quality. Twice now I have needed to chase my refund. I probably won't receive it this time as they are so bad at what they do. Buyer beware. Save your time and money. Do not shop here.
Questions & Answers
Should I even attempt a refund? From all these bad reviews it seems like I wouldn’t be able to get my money back.
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