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Next website still confusing shoppers

Next account card and directory

Shopping online with Next can still lead to credit problems, despite changing its site after our previous investigation, where we revealed it automatically set up credit accounts if your card was declined…

While Next does seem to have corrected this and now lets you choose another card or cancel the order like other online shops, we’re still getting reports of unwanted credit accounts being opened in other circumstances. Like Kay, who told us in January:

‘I was checking my credit report the other day and was shocked to find that Next had set up an account and given me £600 credit without my knowledge! I am really annoyed as having credit accounts open affects a person’s credit rating. Like the others I recently purchased something online and paid for it by debit card and not by credit card.’

Next’s confusing website

We think Next’s website is still too confusing. After you confirm your address and delivery method, the first words on the next page are ‘Order complete’. If you want to pay by card, you have to click on the inconspicuous ‘Pay now?’ button further down the page – otherwise a credit account will be opened and the order charged to that account.

Paying on a credit account could lead to you paying interest at 25.99% APR – more than most credit cards charge – if you don’t cancel the order or settle your account within a month of receiving the statement.

We’ve asked Next to fix this so that a credit account is only opened when the customer has actively chosen this option.

Next did not accept that the ‘Pay now?’ button was inconspicuous, but said it would be changing its website so that after confirming their address and delivery details, customers will see two very clear options saying ‘Pay now?’ or ‘Add to your account’ before they see the ‘Order complete’ message. We will monitor Next’s website to ensure these changes are made.

Have you had these issues with Next?

Martha says:
30 October 2014

I find it incredible that a company like Next are getting away with this! I tried to buy a couple of items this week, put my details in to register and opted out of the directory account. I even skimmed through the T&Cs, but thought that I had opted out of the directory/credit option, so didn’t think the credit search would apply. I don’t have any store cards, and don’t want any. Halfway through the process (and before I had bought the items) I realised they had opened a credit account and given me £600 credit, I was so confused, logged out and tried again and still couldn’t work out how this happened. I cancelled the order, and got my partner to buy the items, asuming that I had done something wrong setting up my account. Unfortunately they did the same to him, but refused him credit (again unwanted and unasked for). This will be on his credit record and will affect our mortgage application now. I googled this issue, and see the same complaints since ~2006, with nothing being done which is so frustrating! For what its worth I will never shop in Next again, and am so angry with them.

Totally agree with Martha…same issue just now. I did not request this account and now it’s on my credit record. NEVER shopping with them again.

Chris says:
8 January 2015

New year but the same poor business practices from a major UK retailer.

We have had the same problems, unwanted account opened up and in theory closed and yesterday we received one of their huge directories that weighs an unbelievable 14 pounds, with an accompanying letter that opens with :

“We’re delighted you’ve chosen to receive the Spring 2015 directory……” The directory wasn’t ordered and then the letter goes on to talk about the changes to my Credit Agreement. What Credit Agreement?
This company part of Next Retail Ltd, has no regard for its customers and this kind of practice, already flagged up by Which, needs to be stamped out . Some kind of concerted action that would result in thousands of claims for serious malpractice, similar to that faced by banks regarding PPI might be the way forward

My wife just made a purchase off Next’s website & paid by her debit card. 2 weeks later she received a letter informing her of variation of her credit account charges. When she phoned up to enquire about this supposed credit account, they informed her that when she ordered off their website, they opened a credit account for her (which was never requested or made aware of at any point).

A Next directory, addressed to my wife, arrived just before Xmas 2014.

It was sent to a property currently being built, which has never been occupied. Only a handful of people know my wife’s name and the proposed new address. While contracts have been exchanged, completion has not taken place. The only people with this information are the developers, solicitors, and Post Office (via a mail redirection order) and a few friends.

How, or from whom, did Next get the details? Can anyone help please?

(Please be aware that I’ve posted this comment on the other Which? conversation titled ‘Why do I have a …”)

Chrissy says:
9 March 2015

Wow see my post.
Have only been here a month. and I can’t think how they got my details either.
I buy things online from Amazon occasionally but not from Next and not from catalogues and have never had a problem. I recently joined a couple of car sales online sites but don’t recall giving out my address. I do have mail redirection. Surely it can’t be that!

Chrissy says:
9 March 2015

I just received a Next Directory sent to my new address. I have only been there a month and I never ever had an account with Next or any other company so it’s a bit worrying. Plus I’ve never bought anything from Next anyway. I sent it straight back

Frances Lumsden says:
24 March 2015

I am furious with Next.

I made an order and paid by debit card yesterday. I then received a call from Next and they attempted to carry out a credit check in my name – even although I had not asked for credit! I was puzzled and suspicious and refused to participate any further. I cancelled my order. I have since made a complaint, and initially they tried to couch their actions in terms of these checks being for my benefit and denied trying to do a credit check. When I reminded them that they did indeed try to do a credit and had no right to make such checks supposedly on my behalf; their response was to say that in the terms and conditions they have the right to make checks on anyone who buys something from them! What a bloody cheek.

I don’t know quite what their game is, but I know this – it is no way to do business – it is down right deceitful. I have bought from many companies online and have never had any trouble like this before. I am actually quite shocked that a supposedly reputable company is behaving in this manner. I will never buy something from Next again and I will warn all my friends and family to avoid them like them plague.

Keith Neill says:
16 April 2015

Just run into this problem too. Never wanted or used a credit account (why on earth would I want credit to buy from a tinpot little clothes shop!), but bought a couple of things from them online a year or so back.

This morning received a “Notice of Variation” for my credit agreement with them! To add insult to injury when I logged on to my account to see what the hell was going on I found that they were in the process of charging me £3.75 for their catalogue – the one which had arrived unsolicited a couple of months back and went straight into the bin!!

Awaiting a letter from their finance department now confirming there is nothing adverse on my credit history as a result of their actions before I decide what further action to take. I certainly will never darken the doorway of any of their stores again.

Lea says:
7 May 2015

I am also unhappy with Next! I have sent them the email below. I will let people know how they respond. This seems to be a common theme…..

To whom it may concern,

I am absolutely disgusted with the Next company policy, for shameless promoting of their credit by not having transparent and clear information on their website. I no longer regard myself as a Next customer, but I do not think this goes far enough. I want the company to tell me what they intend to do to stop the situation happening in the future.

I buy a lot of goods online, often I don’t need to enter my card details as they are stored. I do not have time to read all the terms and conditions and admittedly rush through payment sometimes. What I did not realise is that the default option for paying with Next must be their own credit option. I thought I had paid for my order, I pay my credit card bill in full every month and assumed the jacket I ordered was part of this. When I received a letter from Next, I assumed it to be junk mail and shredded it. I vaguely remember receiving a catalogue many years ago, so maybe I had an account from back then- but you can access my history and have more of an idea than me.

I was very distressed to receive an email saying my payment was overdue and at first thought it might be a scam, perhaps someone trying to get my card details. When I realised what had happened I was extremely angry. One of your phone operators said that the late payment would adversely affect my credit rating and I think this is very unfair- I always pay my bills on time when I know about them.

I am calling for better transparency of payments on the website. I have searched online and I see that I am not the only customer who has had issues. Please see the comments on the article: https://conversation.which.co.uk/consumer-rights/next-website-credit-account-online-order/

I look forward to hearing how you are going to answer my email, as so far I am still dissatisfied with the “help” I have received.


sarah says:
27 August 2015

I had email from Next telling me my account had been suspended, because although my payments had been met by returned items, I hadn’t actually paid any money. I don’t understand why I would pay for items that had been returned? Has anyone else had this?

Made an on-line order with Next and paid in full by Credit Card (got email confirmation with delivery date). Couple of days later got a call to say they had problems a the moment with American Express car payments so could I pay with another card. Said I would but they then said to identify me they would have to do a search on Equifax which would not effect by Credit File. To be honest, I became very suspicious of whether I was actually speaking to Next as I have never been asked to identify myself by allowing a search on a credit site but, having read various emails on this site, I now believe that they were trying to set up an account in my name even though I had confirmation of paying in full by credit card. Told them to cancel the order. Wont use Next on line again which is a shame because I really like some of their homeware items.

I just noticed two credit searches from next on my credit file. I have never registered, used or even looked at their website, I am absolutely furious!

Came across this site for the same reason as Ben above….

Although the search was missing a date of birth…

Exactly why I’m here now. It appears my wife ordered something online a week ago – paid for it, hopefully didnt accidentally get a credit card, and for some reason I now have a search on my credit file.

Helen schroeder says:
24 December 2015

Yes this is still going on- I too have just inadvertently been registered for Next online credit. I bought something for a few pounds and certainly did not want or need credit
When I realised what had happened, I phoned, paid in full by direct debit, and was assured that was the end of the matter, but then got an email thanking me for payment, with no mention of cancelling the “agreement” I shall avoid in future! Helen

crayoncarla says:
5 February 2016

Me and my partner have just been checking our credit scores as we are hoping to apply for a Mortgage soon. To our horror, although my score was fine, my partners has come back as poor. When we have looked into this we have found Next have been running hard credit checks (even though the only thing he has ever purchased from Next was on a debit card). To continually have credit checks when you have never said you want to use their credit system is appalling and pretty much ruined our chances of getting a mortgage in the near future despite all our hard work to keep a good score. I certainly won’t be shopping at Next again and I would encourage anyone who has considered shopping online at Next to not bother, unless you are certain you have good credit.

I have recently been signed up to a credit agreement with them without my knowledge.
Received details in the post but have never shopped with them online or in store.
I’m now in the process of trying to get this withdrawn and seeking an apology and a credit reference “note” placed on file.

My Wife and I have tried to buy from Next online 4 times now. Every time we go to pay using a credit or debit card, after entering all of the required details the pay option is not available. Instead it requires us to set up a new password for online purchases via our credit card or debit card provider. This has already been done for previous online purchases from other websites. It seems yet again that Next either want you to set up an account with their credit card or use a gift card. The previous times we have had to call the order line and wait for ages for them to respond. Even after complaint Next have stated verbally that “we will have to set up a password with our card provider from the providers website” I feel this smells distinctly Bovine. We have nothing but bad experiences when buying from Next online. Their products are good and we still wish to by from them, so we will have to resort to either ordering by phone or by going into the shop and ordering from there.

This comment was removed at the request of the user

Today after I had received a NEXT gift card, along with many others as a present and I tried my utmost to check the balance online on the Next website. That was a wasted exercise because there is NO facility to do it! Strangely all of the other gift cards I had received from different companies such as Asda, Tesco, Waitrose /John Lewis, GAP, Timberland, Boots etc all had the facility to enter the gift card number, then the pin code and they all immediately displayed the balance on the card.
To be honest this has caused me to rethink whether I wish to shop at NEXT because they obviously do not care about retaining customers. Is it because the I.T staff/ webmasters they chose to employ are incompetent I wonder?

This comment was removed at the request of the user

Lauren says:
19 May 2020

I have never ordered from next but I had seen they had searched my credit records and today a few days later I’ve been sent a letter from next giving me a credit account of £600 that I never agreed to or wanted. It’s completely out of order how they can just open a account under my name it’s already affected my credit report which wasn’t great to start with. Please help how can I get this fixed???

Jodie Steeden says:
11 April 2021

I have been having issues with next! I paid the account off once before and asked them to cancel the credit account which they said they would. About 2 months later went to purchase something with my debit card. Pressed the buttons I usually did (brain on auto pilot). Then realised I hadn’t put card details in! They hadn’t closed my credit account and it had automatically been charged to that. Again, paid off credit account. Hadn’t got around to calling them to ask to close it again. But needed bits for my daughter. So thought I would order but make sure to pay by debit card this time. Turns out there is no option to! Once you have a credit account that’s all they will let you use other then a gift car/voucher. There is no option to pay by debit card instead!