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Their return policy is very complicated and environmentally unfriendly. I have purchased an item online with the gift card, however I have returned it in store. For some reason, they couldn’t refund it on my already existing plastic gift card, as their standard procedure looks like this:

1. Return the item, no need to have the original gift card
2. Wait 3 days for a new gift card to arrive via mail ( I assumed that if I return an item in person, I can have my money back straight away but no)
3. Receive enormous amount of unnecessary paper and plastic, not counting the delivery as a not-so-friendly refund option

Side note, gift cards cannot be used on Next Flowers website which is also very inconvenient.

you guys have very good quality and a big selection.
but as many other shops the prices went up incredible, as well as they dont have now enough staff to serve everyone [maybe due to covid...] as i was waiting today by the collecting point over 20 minutes for 1 small parcel and i saw there another 15 people waiting for their parcels by the self service some of them "over 1 hour waiting"!! included elderly!. i dont think that i will ever come back and i recommend anyone who has a choice of another shop should go, and not to come to next for 1 hour waiting time!

Extremely rude staff. I used the self service machine to collect an online order and was left waiting for a long time while others walked in front of me to queue up and ask the staff directly to collect their online orders. When i finally queued up to speak to staff member i was rudely told that the staff were busy serving other customers and that i should have been patient. Don't bother having the self collect machine if you aren't going to serve those customers and you make them wait longer!!! And don't be rude to customers who have patiently waited and didn't say a thing while this happened, i was just reading my phone quietly this whole time until i realised that everyone else was being seen first, at which point i queued up quietly and respectfully!!

I have always wondered when you hire interview staff what are the criteria.... ???? ....
I walk into the store, the security guards look at me like I'm a criminal .... hello.... ????
I waited on the second floor for ten minutes to be served!.. so and I didn't buy the items!!!
I'm going to the home improvement store to buy air freshener , I ask a girl to guide me to find my home air freshener box, she doesn't know anything, she called two more colleagues .... wow... And finally I bought a £26 home freshener out of wonder. Well this is the first and the last time I will visit this store!
PS: And last but not least, the store is dirty, cluttered and very very dusty! ....
.... And £2 for a bag, are you ready????? ...

Store has been on the decline for a while now, and everytime the staff get more rude!! Asking for information about an order issue, and it's like it was the most inconvenient thing on the planet.. I'm sorry exactly why are you here if not to provide information???? Best part of the whole episode is she inserted herself into the situation when I was talking to her colleague. I'll be making a formal complaint, so unnecessary!!

I had a massive online order to return and the self service machine kept crashing. The assistant was so patient and kept trying to reset it and but could not manage it. I was then taken to the desk and one of the assistants manually did all my returns! A big shout and thank you out to Noor and Kaia for being so polite and patient.

I was politely greeted and received exceptional service from Sabina. If all employees are like her I will be sure to visit again.

Excellent customer service by Sabina. Welcomes you with a smile and extremely help. Many thanks