Reach Next Head Office – Reviews And Complaints 

Next, Missing part of the online order. On Tuesday, 1/21/2025, while I was visiting my mother in Rottingdean, UK, I went to Next Churchill Square branch and asked regaining two items that my daughter had selected on the website, for me to purchase. The store manager, placed the in-store online order. I mentioned to him to make sure that the items would arrive prior to my departure to USA. The order number was VX372559, and the item AJ4-622-132 was a set. On Friday, 1/24/2025, once an email confirmation was received that both items ordered were in the store, I went in the afternoon to pick them up. After receiving the items which were in packaging from warehouse, I went home and once removed the items from packaging, noticed that item AJ4-622-132 only had top portion and not the trousers. Given that it was after hours and I was traveling the following day, upon my arrival to the USA, at first opportunity, on Monday, 1/27/2025, I contacted the customer service and after being bounce from one department to the other for approximately 30 minutes, with persistence, I was able to get connected to the Next branch located in Churchill Square mall, and luckily, spoke to Churchill Square, Brighton branch manager who took my order, whom took my information and mentioned that since I paid cash and now, I am in USA, he would need to talk to lead office for mode of action. He emailed later on Monday, requesting I provide my credit card information for a refund of £75 be deposited to my credit card while keeping the top portion. I did not hear back with a follow up on this unfortunate situation and thus, obtained a phone card on Wednesday, 1/29/2025, and left a voice message on branch manager’s company mobile phone that was provided. I received an email later on Wednesday, 1/29/2025 stating that he was off work on Tuesday and Wednesday, and will issue a credit on Tuesday, 1/30/2025. It is now Friday, 1/31/2025 and nothing has happened. I can not spend anymore time on this matter which has not only caused me inconvenience, but also embarrassment to my daughter in not being able to deliver what I promised and was told by Next that I will have on hand to take back to USA for my daughter as present. I have asked for an escalation of this issue and credit my credit card as provided to branch manager. Please note that there is a transaction fee involved for depositing £ and having my credit card exchange it to $. This would have never happened had the employee of Next checked the package upon receipt from warehouse that the trousers portion of the set was missing, hence, I would have receive my refund face to face in the store and would have selected something else in its place. To date, I have spent hours between email and placing voice messages to resolve a mistake that Next has made, creating unnecessary inconvenience and embarrassment. All I need is to have my credit card credited with the promised £75 (plus transaction fee to convert £ to $) which was supposed to take place by Thursday, 1/30/2025, and put closure to this unfortunate matter. Thus far, there has been no accountability nor any apology!

Next, Don’t waste your money. Disgusting customer service, still trying to get back my £75 for an item that never arrived.