Next Directory Catalogue Reviews
Latest Reviews
★☆☆☆☆
“Worst online shopping site”
Written on: 12/05/2013
Very customer unfriendly site - no order reference number, no order status or tracking. My case, I never got items I ordered and had to deal with such unhelpful customer service for number of times to get refund which took a while.I regret giving my personal details to this site, it feels so unsafe. When things go wrong you will need to call the worst customer service- not worth it. Retail staff are usually pleasant and I've had no bad experience to date but Next online shopping - BIG LET DOWN! (read more)
★☆☆☆☆
“VERY POOR CUSTOMER SERVICE,DONT BOTHER ITEMS NEVER ARRIVE.”
Written on: 30/04/2013
Used the next website twice and ordered items paid on my card ,both occasions gave me a customer order number and no items received to collect from store ,this is very poor customer service and also when you email or phone no replies >>>>>>AVOID AT ALL COST. (read more)
★☆☆☆☆
“How can this be legal?”
Written on: 25/04/2013 by mummypig (2 reviews written)
We had the terrible misfortune of buying from these guys recently. Firstly as others have complained they will set you up a credit account still without stating the APR clearly as they are legally required to do so, nor making it clear they are giving you credit. This will show on your credit rating. Well aware of this when we checked out we chose the option to not have a credit account. When we checked out we were told their website was not working and to call them to place the order... (read more)
★☆☆☆☆
“Shocking service, unreliable and unhelpful customer...”
Written on: 26/03/2013
I ordered 3 items on 18th March for delivery on 19th but they didn't turn up. I called that evening at around 7pm and was told the courier "had car issues" so they couldn't deliver. Surely if the courier can't fulfill the delivery they should notify the customer, I waited in all day for this order and specifically required it on 19th. The customer services person I spoke to on 19th told me they would try to redeliver every day for the next 3 days, I explained that I wouldn't be home and... (read more)
★☆☆☆☆
“A Truly Awful Experience - Very Annoyed ”
Written on: 22/02/2013 by Louisemavi (1 review written)
I have shopped in Next for Years and love the Store. I have ordered items in store and paid for them and collected them there on numerous occasions. No bother. In the last couple of months I've been constantly asked to order on line by staff members saying its a quick and easy proceedure and beats trekking through stores looking for your items. So today I took the plunge, and ordered two items, paying for them with my bank debit card. I got an email confirming the order. My bank has the... (read more)
★☆☆☆☆
“Disgusting Service”
Written on: 20/02/2013
My sister has an account with next, she ordered items while heavily pregnant, items were delivered a few days before she went into labour. My dad being a proud man found out my sister had ordered items on credit and insisted she send it back and once baby was born he would take her shopping and pay for stuff she needed himself from much cheaper well known brands. My sister went into labour and asked me to telephone to arrange collection of said items giving me her account number etc. My... (read more)
★☆☆☆☆
“Definitely not recommended”
Written on: 15/02/2013
After ordering a table from Next I realized it would be too big so 2 days later I cancelled the table by phone followed up by an email. After checking my account there was nothing to say the table had been cancelled so I made numerous calls and a further email to ask them to confirm the cancellation and to send me a confirmation email that the table had been cancelled. Three days later I received an email from Next saying the table was on its way and to track the order via that email. I made... (read more)
★☆☆☆☆
“free delivery over 50euro”
Written on: 15/02/2013 by dmitrit
free delivery over 50euro - its a joke they charged me 5euro for delivery and took money from card and when I called customer service told me they cannot see order yet!!! but later they will check again and give 5 back. also had 15 euro discount promotion code - it didn't work neither. (read more)
★☆☆☆☆
“TOTAL JOKE OF A SERVICE”
Written on: 01/02/2013 by MillsCov (1 review written)
I purchased two astheticly pleasing Milano side shelves, although very overpriced for the quality of material used to make them. I have recently spent a small fortune at Next, due to moving home and having a new baby, however, I am now reluctant to spend any more money, especially on the furniture, as they cannot deliver when they say they will! I feel this will result in further HASSLE + PERSONAL EXPENSE! To cut a long story short, my recent experience with the shelves became a blame game... (read more)
★☆☆☆☆
“DIabolicle Customer Service”
Written on: 22/01/2013 by dazshipley (4 reviews written)
I ordered goods online using gift cards that I had been given for Xmas, they deduct the money straight away. But you have to wait 2 months for delivery as I went for some sale Items. I rang customer sevices as 1 of the items I purchased at full price when washed the colours ran and the item shrunk, the agent was rude abrupt and argumentative, she told me it was my responsibility to return the goods to my nearest store, I pointed outthat the goods NEXT had sold me were not fit for purpose and... (read more)
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Showing 1 - 10 of 76 Reviews
★☆☆☆☆
“Confusing and unhelpful”
Written on: 19/01/2013 by Lot121
Have never had such a poor online shopping experience, I received a next gift card for my birthday so decided to use the card online but I wish I hadn't' bothered I went to check out and found myself signing up for a next buy now pay later account which involved checking my credit history which I didn't t ask for or want. Then as I thought my order had gone through I get an email from next to say it hasn't gone through and for me to ring a number which no doubt has probably costed me 5p a... (read more)
★☆☆☆☆
“Worst ever service”
Written on: 07/01/2013
Never EVER order through next direct joke of a company! Waiting Nearly 3 weeks for items, one item delivered broken! After all that wait I wasn't happy, rang them direct and explain and they said someone would collect them tomorrow... Did they? NO! Waited in all day! Rang again it will be with you tomorrow we will make sure bla bla. And guess what they didnt show up, so I rang again! So now still waiting, they have taken my money, given be delivery 3 weeks later and it's wrong. Joke of a... (read more)
★☆☆☆☆
“Delivery service should be scrapped”
Written on: 19/12/2012
I have been a loyal customer of next for many years and recently I have used their home delivery service and it has been poor. The first time I opted for a specific delivery date on a Saturday giving over a week for delivery however my items did not turn up and were postponed for 5 days. Their telephone customer service team didn't seem to care they were rude and blamed myself for taking a day off work to wait for the delivery. The second time I was expecting a delivery on mon 17th dec and I... (read more)
★☆☆☆☆
“Absolute Joke”
Written on: 18/12/2012 by Knatzb
I ordered my sofa on 6th November and was advised delivery by 18th December but guaranteed before Xmas. I arranged for my old soda to be collected on 17th December (after checking with next that delivery was going to be as promised). After my old sofa was collected and I had heard nothing from Next , I rang them only to be told delivery around 2nd January ! I logged a complaint, they advised delivery more likely to be 14th January and arranged a loan sofa. The loan sofa arrived on time.... (read more)
★☆☆☆☆
“"service you will hate!! "”
Written on: 04/12/2012
I returned a item from next which was the only one that turned up out of seven that i had orderd at the same time ,i phoned next and they said they had lost the other items in the post , after hours on the phone to them (which is not free) they gave me my money back, but then charged for picking up the items i never had ,i had thought that was the end of it , oh no , came home one day to find the items that i had orderd over two weeks ago stuffed in my dustbin with a note "sorry we missed... (read more)
★★★★☆
“Fantastic Delivery Time and Quality”
Written on: 03/12/2012 by mregan (1 review written)
I placed my very first order with Next Direct last week and everything was delivered within 5 days of order placement. I am very pleased with the quality and fit of the clothes and will definately buy from Nextdirect.com again. I would not hesitate to recommend this site to a friend. (read more)
★☆☆☆☆
“Terrible delivery and customer service”
Written on: 30/11/2012 by simmo72
So far I have spoken to over a dozen people at Next, all unhelpful and providing different information. Originally I was told by one of them that I would be refunded, clearly a lie. I have now also received a letter confirming that although I advised the item had not been delivered, their records show it has (I never advised this, their own store did it). The issue is entirely with Next. Their delivery service to their own store made a mistake, the store received the delivery, the... (read more)
★☆☆☆☆
“totally hopeless”
Written on: 19/11/2012
Just read one 5 star rating on here which i think was writen by mr next,s sister ,i have ordered items from next that have not turned and then charged me for them customer services is totally hopeless just flob you of with a patronizing "i am sorry i will sort it out " never do , and then trying to get your money back from them , like blood from a stone , leave well alone. (read more)
★★★★★
“LOVE the clothes, quality & customer service!”
Written on: 01/11/2012 by mom2_3girls (1 review written)
I have ordered from Next about 6 times now and my daughter (4 1/2 & HARD on clothes) has had a chance to wear most of what I have purchased. Previous to my purchases with Next, I had only bought Gymboree, Gap or Janie and Jack for my daughter - just to give you an idea of what I am comparing Next to. I have bought dresses/skirts, shirts, pants, tights and shoes/boots. First, I found the sizing charts to be extremely accurate for both clothes and shoes - something that can bit a bit... (read more)
★☆☆☆☆
“Horrible angent: won't listen and yell at me!!”
Written on: 25/10/2012
Better warn all the people who want to order from the US website, your package may be stopped by Fedex and asked to provide your SSN and other information before it can be sent to you. It happened to me and I called NEXT to ask for a return because I don't want to give out my SSN for an order. Well, the agent told me when it is in US, it's my own business and out of control. And she started saying when I placed my order online, I actually agreed with the terms to take full responsibilty.... (read more)
Mom2_3Girls's Comment
Written on: 01/11/2012
you ordered something from outside the US that had to travel through customs in the year 2012.... what made you think you might not have to give out personal info for identification purposes. I personally have ordered from Next Direct dozens of times and even had to talk to a rep, once about an accidental duplicate order and another time about a return/exchange (I even had to talk to a supervisor) and have only had positive experiences with them. I have never been asked for my SSN but understand that I might have to provide it should I be asked (the custom forms that FedEx has to return are Government Forms & just like Banks, they sometimes are required by law to obtain customer's personal info on behalf of the US government.
So far, the quality of their clothes are excellent - and this is from a mom that has only bought Gymboree, Gap or Janie & Jack for my almost 5 year old until now. The price, especially for the quality, is remarkable - especially when you take into account that Next pays for my International shipping and custom/import taxes... I've never had Gymbo, JJ or Gap do that! And if that isn't enough, last month I placed a Gap and Gymboree order online and then the following day placed a Next order. I got my Next order 2 days before my "expedited" Gymbo order from Cali (that I paid $10 to ship) and a whopping SEVEN days before my Gap order (that only traveled from Ohio to Michigan!). In fact, I had the Next order in my had before either of the other 2 stores even filled my orders! Now THAT is real customer service:)
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Francie67's Comment
Written on: 06/11/2012
I agree with you. I have shopped there for years and been loving their clothes and customer service. That's why I was so dissappointed this time.
When I made the call I just thought it would be another good experience with their customer service, till the person was yelling at me before I could even finish. And I was speaking politely too. And after that I sent several emails with no reply. Till last week a lady called me to apologize after I had to dispell my credit card.
I was very sad, it was more like to be disppointed by someone you trusted. I WAS actually you. I guess they lose the track a little when more people start to like them.
It was sad when one person ruined it all. But I don't want to shop again and want to wish you GOOD LUCK!
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See next 10 reviews
Showing 11 - 20 of 76 Reviews
★★★★☆
“Good Service and on time”
Written on: 17/10/2012
Ordered a washer dryer online, reasonable price, arrived the next day as promised. Couldn't fault the service really. (read more)
★☆☆☆☆
“Courier lets you down”
Written on: 25/07/2012
I placed an order for baby items from the VIP sale. turns out the tracking info says the parcel was delivered but i've received nothing. I've had recurrent problems with the courier. At xmas after I placed a huge order from the xmas sale, he kept leaving my back gate open. I was really annoyed and the first time I saw him in person I asked him not to, he was rude and denied doing it! I asked him politely to throw the items over the garden gate but do not open the back door. He was really... (read more)
★☆☆☆☆
“Customer service is terrible”
Written on: 05/05/2012
I have used the delivery service a few times and when it does work it's great - however if there are any problems, phoning next is a total waste of time. The first problem I had was with boots that came with the wrong size insoles - I simply wanted the correct insole sent as I needed the boots immediately, however, after 4 phone calls and 7 emails I discovered this was not possible and they offered me £20 refund....which turned out to be €20. This was so time consuming to get to that I... (read more)
★☆☆☆☆
“Next to nothing!!!!!!!”
Written on: 18/04/2012
Next directory- tried to order new curtains and blind from a directory that is 2 months old,i got told they were all out of stock and would not be restocked!!Umm they went in the sale more or less when the catalogue came out.Spoke to a snotty nosed sales person half my age may i add like i was thick and new nothing!! All the items i wanted were never going to be restocked i was told their summer time ends in june,so basicly you have to be a mind reader when they have stock in and that is... (read more)
★★☆☆☆
“My first and last order with them.”
Written on: 31/03/2012 by Lazarusthecat (1 review written)
I received a Next gift card for christmas and decided to use it to order online sales items (The Italian cable knit jumpers are excellent quality) I placed my order last Saturday (24th March) and was surprised to receive a parcel on Monday Containing one of the three items I ordered + a Next directory. Two days later the courier called again. I expected it to be my other two items, but it was ANOTHER Next directory. This morning, a week since my order, I emailed their customer service to... (read more)
★☆☆☆☆
“ITEMS RETURNED AND REFUND REFUSED”
Written on: 28/03/2012 by MrsJervis
DO NOT USE. ITEMS RETURNED AND REFUND WITH HELD ALL SORTS OF PROBLEMS TRYING TO GET MY MONEY REFUNDED AND THEY KEPT THE ITEMS, DESPITE MY HAVING A CARD TO SAY THAT THEY PARCEL HAD BEEN COLLECTED. CONTACTING TRADING STANDARDS AND BBC WATCHDOG (read more)
★☆☆☆☆
“Wrong Item sent in wrong colour - Never again Next ”
Written on: 27/03/2012 by thomasha
Ordered some shoes & got sent a different (cheaper) style in the wrong colour. Calling the help line gets no answer. Website instructions for returns makes no sense. Would advise everyone to avoid NEXT online like the plague. (read more)
★☆☆☆☆
“Next Customer Service”
Written on: 24/03/2012
Just spent frustrating few hours trying to order two items from Next. Online order process failed, advised me to ring up helpline. I did, ordered the two items. Wanted to pay but was told I couldn't. I had to remember to contact them again in 2 days' time. Checked online again to check order just made had registered, it had, but with incorrect amount. Nowhere to check order in detail on the site to find out why, so called customer services again. Was told one of the items had been... (read more)
★☆☆☆☆
“Terrible Customer Service”
Written on: 23/02/2012
I applied and was given a credit amount of £150 to spend and ordered a Birthday present for somebody. It was credited to my account and I made a payment as requested. I then tried ordering again to find out my credit limit had been removed. I called the customer service line and was placed on hold twice. I gave up and called again for another advisor who understood English. I was then eventually told after a 15 minute premium rate call that I had made a payment on the wrong type of card and... (read more)
★☆☆☆☆
“Never again a customer of Next Directory”
Written on: 22/02/2012
The customer service of this company is unbelievably bad. For a start, you can't email them, just send them a letter or phone them on a premium rate number. Weeks after Christmas, they sent me notification of arrival in my local store of a duplicate order of one that I had received by courier before Christmas (and that was because the original order had failed to arrive in the store so the assistant had arranged a delivery so I would have a present to give to someone). Since this second... (read more)
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Showing 21 - 30 of 76 Reviews
★☆☆☆☆
“Terrible Customer Service ”
Written on: 21/02/2012
I ordered off the Next online catalogue for a Christmas gift for my mom. The package never came. I emailed Next over ten times over the course of about 3 months and every time, they told me the package was on it's way and that it would be there in a few days. I finally called them. They said they would fix the problem and it would arrive in 2 to 3 business days. It never came. I called back and a lady told me that the package was actually never mailed. I asked for a refund, the woman told... (read more)
★★★★★
“Lots of choices especially for tall women!”
Written on: 19/02/2012 by alexojus (8 reviews written)
I have been shopping with Next for the last 5 years and I am delighted with their services. You have got all the possibilities you can choose from. You can return the item yourselves or by courier. I buy different sizes to try them on and returns the unwanted ones without any problems. I deliver my items for free to my local shop. I even got the Next Directory card that I can use in store if I want to get a few items to try at home and pay later on for the ones only I purchase. I am 5f10 and... (read more)
★☆☆☆☆
“Thoroughly inconvenient”
Written on: 17/02/2012 by Jentraff (1 review written)
Many, many issues with Next Directory. Multi-pack pyjamas delivered with different sizes in pack 4(!) time shaving to trek out to the shop to make returns, somewhat obviating the £3.99 Delivery charge. Having moved house, unable to change my address online, then told by customer services advisor that to change my address, I would have to open a whole new account! Staggeringly bad, and highly unusual: I move regularly in the Forces, and have neither encountered this requirement with any... (read more)
★☆☆☆☆
“Let Down By Next Flowers Valentines Day 2012”
Written on: 14/02/2012
Let down on Valentines Day 2012 - called me 1pm on 14th to offer me a refund or delivery of the flowers the next day. In the circumstances I declined - I should at the very least receive a refund and the flowers be delivered to my wife the next day anyway. This is a premium rate price with a very substandard service when things go wrong. I was told I should try Interflora as they can deliver the same day. On Valentines Day.......I don't think so! Michelle - I know your only doing your job -... (read more)
★☆☆☆☆
“what a joke avoid at all cost”
Written on: 31/01/2012 by jaynorwich (1 review written)
Have had my account for 4 months now, but it wont be making to 5 months. We decided to redecorate our bedroom and ordered new bedding and curtains. Thats when the problems all started, I ordered online and had the options for delivery dates. The curtains were on a delay and were to be deliverd today, and to my surprise I recieved a text message asking me to call them. Having phoned them I am surprised at there terrible customer service, I was told that they had decreased my credit limit and... (read more)
★★★★☆
“I'm happy!”
Written on: 16/01/2012 by fiona.borjessongooglemail.com
I used to order from Next in the UK and was very satisfied. I didn't always like the clothes, thought they didn't look like the picture sometimes, but it was always easy to return them and customer service was good. Now i live in California and I've ordered from them 3 times in the past 6 months. The items have arrived when they were supposed to and I've been happy with my purchases. (read more)
★☆☆☆☆
“Stylish clothing but horrendous customer service from hell”
Written on: 11/01/2012 by Rose2222
Wow! With this kind of customer service good luck trying to stay in business in the US. And I am European so my standards are not as high, but wow they need some training about how not to be 100% rude to clients who just want to place an order for $300. Jeez Brits go to the Us for some basic manners course, please, make it fast before you have to shut down yur US department.... (read more)
★★★☆☆
“Beautiful British styles but...”
Written on: 07/01/2012
Next really has some nice British style clothes that I love. I have ordered several times and only encountered a problem once when they shipped me someone else's order and packing slip! I am in the USA and this customer was in Russia! So much for quality control! Customer service is sometimes very clueless to what you are saying and will apologize profusely but not fix the problem. As a USA customer, their prices is USD $ are a bit pricey so I will only buy items that are truly unique and... (read more)
★★☆☆☆
“Next are fine, the problem is the courier they use”
Written on: 19/10/2011 by Jenesis (21 reviews written)
I will not use NEXT Directory for home delivery any more until they ditch Hermes as their courier. Hermes is one of the worse courier companies in the country. Every single item I've ordered has been dispatched by Next super-quick, every item has been in stock and the right size. The PROBLEM is that ALL home delivery orders are sent via the courier Hermes. Seriously, google "Hermes courier complaints" for thousands upon thousands of unsatisfied customers. Just add me to that list. Three... (read more)
★★★★☆
“Horrible customer service”
Written on: 01/10/2011 by twiggydash (1 review written)
I placed an order and was sure that I reviewed the details, however I missed one item that had the wring size selected. I caught this on the email confirmation I was sent immediately following the order. The confirmation had the option listed at the bottom to call customer service if there was a problem. I did this and was given no service what so ever. customer service rep had a (read more)
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Showing 31 - 40 of 76 Reviews
★☆☆☆☆
“Placed a order with them on the 3rd of september saw...”
Written on: 29/09/2011 by shellyennis (1 review written)
Placed a order with them on the 3rd of september saw online that your order would be delivered within 10 working days! ha ha yeah right!! its the 29 sept and still nothing! rang customer service after 12 working days to be told by a fella in customer service that my items were on there way to me that there was a delay in the warehouse and they didnt leave till the sixth grand i can understand that! so after waiting till the end of the week that i should have had them i had to make yet... (read more)
★★☆☆☆
“Ok products but what is with the credit account?”
Written on: 15/09/2011 by dangermousette (7 reviews written)
I have used Next quite a lot recently, and my biggest problem is that they make you set up a Credit account, rather than allowing you just to buy the products outright. Then, when you try and view your statements online, they are completely confusing and difficult to find. It is also difficult to work out how much money you need to pay. The products were ok (I bought some dresses), but I also bought some similar dresses from M&S and Debenhams and the quality was FAR superior. Sort out... (read more)
★☆☆☆☆
“AVOID NEXT DIRECTORY AT ALL COSTS!!!!”
Written on: 10/08/2011 by amyw (1 review written)
We ordered a darkwood superking flatpack bedframe from Next directory as we had spent a fortune on a new mattress & didn't have much cash left over for the frame so we went for cheap & cheerful & decided on the afore mentioned company. As previous reviews have mentioned you HAVE to set up an account you cannot buy/pay for your items at the time. We would then be rung with a delivery slot booking 2 weeks later we had a text from next asking us to ring them to book the slot & we told that as... (read more)
★☆☆☆☆
“COMPLETE WASTE OF TIME!! ”
Written on: 13/05/2011
COMPLETE WASTE OF TIME!!
I ordered a cushion on 24 February 2011 and a catalogue for which I paid. The cushion came the following week but the catalogue didn't. I rang up a month ago and spoke to an Indian lady who was full of apologies and send would send it recorded delivery with a courier. That never happened and I still haven't received it to this day (13.05.11). I rang today and waited around ten minutes spoke to one lady gave her all my details,she passed me onto someone else then...
(read more)
★☆☆☆☆
“I Wanted to order over £150 worth of maternity clothes...”
Written on: 07/05/2011
I Wanted to order over £150 worth of maternity clothes from the Next website.
I got to the online checkout but could not buy the items without opening a credit account. I don't want a next credit account - Why can't you just pay by debit card? I Did not buy the items.
(read more)
★☆☆☆☆
“As an ex employee the quality standard of furnature...”
Written on: 15/03/2011 by atomicnortherner (2 reviews written)
As an ex employee the quality standard of furnature from Next was dire. I would be embarrased to sell it sometimes. Examples, a very detailed t.v cabinate with nice decorative legs at the front... just the very front, you must look at it head on exactly so you dont see the standard two by four legs at the back and dont open the doors as that will expose the waffer thin shelves and supports. The shoddy products in general include the cushions with an inadiquate zip that was straining to... (read more)
★☆☆☆☆
“Confusing online shopping experience where you are...”
Written on: 29/01/2011
Confusing online shopping experience where you are immediately set up for an account and no option to deliver to store where most shops allow you to do free of charge
Phoned to cancel order and was told it would be. Turned up a few days later and left outside my front door. Customer Services incredibly unhelpful, wouldn't refund delivery charge and told me I should have read T&Cs and there was no record of me phoning to cancel.
Will never ever shop with them again. Whole experience...
(read more)
★☆☆☆☆
“My complaint regards the Next Directory call centre...”
Written on: 24/01/2011
My complaint regards the Next Directory call centre staff. The retail staff are excellent and very helpful, but this could not be said for the call centre. You might as well be talking to a computer for all the help they give you, they don't listen to what you're saying, can't speak proper English and are almost impossible to understand (Next take note!!) I will continue to shop at Next on the high street but not online, as there is no way I wish to deal with this call centre ever again. ... (read more)
★☆☆☆☆
“Next Directory deliveries - avoid like the plague...”
Written on: 23/12/2010
Next Directory deliveries - avoid like the plague unless you've got a few months to spare! I ordered a sideboard in November for delivery within 5 days. When I placed the order, it said 4 weeks. Fair enough, I wanted it before Christmas so that shouldn't have been a problem. I was told the sideboards were in the warehouse on 14 December. On 16 December, I was contacted and offered a delivery date for today (23rd). I've just called asking where it is, and been told it's not on the van! ... (read more)
★☆☆☆☆
“Awful, awful, awful. Do not touch this company. I have...”
Written on: 13/12/2010
Awful, awful, awful. Do not touch this company. I have been waiting for my sofa for the past 4 months... and still waiting. It took 6 weeks to make it, fine. They then tried to deliver it, but sofa did not fit in the lift, they could not lift it up the stairs as the delivery man bought with him a lady who could barely lift the sofa horizontally. They promised to rearrange a 4 man delivery. They then lost the sofa and after more than a week of 'looking for it' they said it would have to be... (read more)
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Showing 41 - 50 of 76 Reviews
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Bunnies_Ears's Response to simmo72's Review
Written on: 14/12/2012
This exact same thing has happened to me too. I ordered 3 Coats delivered to store and only 2 arrived. Shop assistant called customer services and they said I'd get a refund but then they sent me a disgraceful letter saying that as far as they were concerned all three coats were packed and they were not willing to accept the fact that I hadn't received it. Basically calling me a thief. I got the store manager to call them back to explain and they wouldn't even take their word for it. I am left with a £95 bill for a coat I never received!! I am livid and the letter they sent out is absolutely disgusting!!