Next: Shop Fashion & Homeware 4+

Very bad user journey!

I have been trying to place an order for at least an hour now - very poor customer journey! It’s a shame such a big brand is not investing in UX app teams which would improve customer journey.
Stock information on site vs app is very different - I won’t be surprised if I will receive a message saying that half of my order is out of stock and won’t be delivered.
Checkout layout and information is very poor - no idea of information that was entered on the he previous steps of the checkout process. Cannot change the name of the person receiving the parcel either. No summary provided before submitting payment details. Just shocking! I’d advise you take some time to play with apps like ASOS and make changes as soon as possible to be able to compete with convenient apps that will not make placing an order so frustrating!

Check, check, and check again your payment has gone through!

The app itself isn’t the worst nor the best I’ve ever used, but it’s ok and does the job (usually).
I’ve always paid my bill using the app, either card payment or Apple Pay. Never any issues until this latest version. This last statement month I made my payment as usual, or so I thought, using Apple Pay. Looked like all had gone through properly on the app. Didn’t receive the usual email confirmation but I know sometimes it can take time to arrive. Didn’t think much of it until I got an email reminder to make a payment, at which point I checked my bank account and my Next account to see the payment HADN’T been made, so I made an immediate payment via bank transfer. However, by this time it was too late for payment to arrive in time and for the first time in my life, I’ve not only had a fee for a late payment but it’s also now going to show on my credit report as a late payment. I pride myself on never paying late and always paying in full, on ANY credit I’ve ever had, and as far as I was concerned I’d once again paid in full and on time but clearly despite payment looking successful it hadn’t completed in app.
Please, check that if you’ve made an in app payment that it’s definitely gone through, because it hasn’t necessarily done so even if it looks like it has!

Developer Response ,

Hi there, we’re so sorry you’re experiencing issue with our app. Please email us at Nextappenquiries@next.co.uk with the following info and we’ll take a look into this for you :-)
- Description of issue,
- Device model & system version,
- App version,
- Connection type,
- Date/time of issue,
- Screenshot (if possible)
Thank you

Search is poor, Next Pay doesn’t work

Overall the app is okay however the search function isn’t very good and Next Pay doesn’t work so I can never use it when I’m in the store. When Next Pay was a separate app at least it worked. Even the store staff said theirs never works properly either and they constantly have to log in and out to get the Next Pay icon to appear at the top - I managed to get mine to show for a short time but now it has gone again. However a long-time bug-bear is that when you search for shoes there is no option to search for vegan shoes, you get the option to search for made with leather but not made without leather. And easy fix I’d have thought. If you try to search for boots, you don’t get any option to filter by material. So you have to look at each pair individually and go into the product information section to see if they contain leather or not - hence why I haven’t bought shoes or boots from Next for years. Every other shop on planet Earth seemingly has an option to search for vegan shoes and boots except you guys….

Developer Response ,

Sorry to hear this, please uninstall again, clear your cookies and cache on the device and then install again, this will then work, if you experience any further issues, please email us at Nextappenquiries@next.co.uk with the following info and we’ll take a look into this for you :-) - Description of issue, - Device model & system version, - App version, - Connection type, - Date/time of issue, - Screenshot (if possible) Thank you.Regarding the search functions this will be fed back to the relevant team.