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Hit or miss: Next - 20/30

Next is let down by its customer service, which is a shame as on product and value it scores well.

  • 100 Corporation Street

Product 8

Next’s offering is fairly broad. Women’s wedding shoes, wide fit and comfort fit (designed by TV presenter Davina McCall) are available while trend-led product looks good. Hero items include flats with chunky straps in beige and neon pink, low-heeled pointed pumps in geometric or leopard print and black brothel creepers with an Aztec heel. Lots of trends are covered, though there’s the notable absence of spring boots. For men there are some surprising contrast panel and colour details on casual styles, as well as a range of options from formal brogues to worker boots.

Value 7

Low-heeled stilettos for £22 are a bargain, while wooden-heeled sandals with real leather uppers are just £35. Comfort-fit styles go up a little to £38, but that’s also reflected in the quality. Converse lookalikes for £24 don’t beat competition elsewhere, and flats for around £20 lack quality and comfort. For men, boat shoes range from £22 to £45 although the higher-priced styles contain a warning that they aren’t colour-fast. Formal styles range from £25 to £50, indicating a good pricing architecture across the range.

Experience 5

Next sales assistants were quick to ask if I needed help, but when I posed basic questions about sizing and fit in men’s shoes, their lack of knowledge became clear and the person I spoke to couldn’t get away quickly enough. After this, I was avoided as I browsed, which led to an uncomfortable experience. This loses the store points, which is a shame as in both men’s and women’s the footwear areas are well-positioned and spacious.

20/30

 

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