Next1 reviews

Almost lost my place over a toaster May 1, 2026

Okay, so story time — not very glamorous. I’ve been a pretty loyal Next shopper for years; I mean, their clothes fit me and the long leg lengths are spot-on, so I wasn’t expecting drama from a kettle and toaster set. Admittedly I hesitated for a second because £58 for a toaster felt a bit steep, but I figured brand-name, long-term use, whatever. I buy online, I click-and-collect, I’ve spent a decent amount with them, had an account with a decent credit limit — you know the drill. So yeah, I trusted it.
Anyway, I’ve been using the toaster for about five months. For most of that time I only used the right-hand side of the four slots — no problems at all, really. Then, a couple weeks ago I decided to use all four slices at once. Weirdly, the toaster popped, I went upstairs to check on my cats thinking it was fine, and suddenly the house was filling with smoke. Smoke alarms blaring, two left-hand slices jammed down and completely black, like charcoal. I wish I’d taken photos of the smoke and the toast — live and learn.
I ended up opening every window and the patio door even though it was maybe around 40°F outside — had them wide open for over three hours trying to get the smoke out. My robe stank so badly I had to wash it. A neighbor across the street actually came over because they heard the alarms and saw the smoke — legit concerned, which made the whole thing more surreal.
Calling Next’s customer care felt oddly cold. The first person basically said “toasters shouldn’t be left unattended” (which I didn’t — I went upstairs for a minute because of a pop noise and trusted it would be fine). I pressed because I’m not dumb and I was worried they would say that, so it got escalated. They asked me to send the toaster back for testing. Fine. They tested it, told me they found no fault. So where does that leave me? No toaster to prove anything, a refund credited back to my Next account (not to my bank — I would’ve preferred the bank), and no real apology or goodwill gesture. For someone who’s shopped with them a lot, it felt like getting shrugged off. A ten-dollar voucher would’ve been enough to cover laundry and heat that night — that’s all I’m saying.
Contrast that with Dunelm — I ordered a new toaster there, it was supposed to be here on the 11th and didn’t show up, but their customer service was calm, sent a replacement next-day without me needing to beg or pay extra, and the rep was actually pleasant. Felt human, not like a number.
So yeah — initial doubts about price were minor and mostly forgotten because I trusted the brand. Those doubts turned into disappointment when the safety issue happened and the response felt dismissive. I’m relieved nobody got hurt, annoyed about the hassle, and honestly switching where I buy home stuff now. Stand by your toasters — and maybe don’t assume big retailers will always have your back.