August 2025 by Betsy John
Today, me and my friend visited Next to browse the clothing and homeware sections. We also stopped at Bath & Body Works to test a few fragrance testers. There were no staff around at the time, and we were only there briefly. Shortly after, a security guard appeared, which we completely understand may be standard.
However, what followed felt uncomfortable. As we moved to clothing, it became clear we were being closely followed. He was tracking our every move. We walked through different areas, and each time, within 30 seconds, he was behind us again.
We decided to go up to the homeware section (our original reason for visiting), and once again, he followed us all the way to the back of the top floor, despite no other customers being in that section. At this point, we hadn?t picked up a single item, nor did we have any shopping bags or act suspiciously.
We both have retail experience and fully understand the role of security, but this behaviour felt targeted. It got to the point where we tested whether he was following us intentionally, sure enough, when we returned to clothing, he followed again.
Eventually, my friend asked him directly if we had done anything wrong or suspicious, and he simply replied, ?I have a duty I?m following.? He came across as cold, dismissive, and somewhat arrogant, definitely not how you should treat genuine customers. From our experience, shoplifters don?t typically confront security about being followed.
This experience made us feel so uncomfortable that we left the store. After looking online, it turns out another customer on here Elliot has had similar issues with a guard at this location. It seems like a pattern, not a one-off.
He was a short male, no taller than 5?7?, with pale skin and brown hair.
We came in to browse and enjoy our visit, but instead felt like we were being treated as suspects for simply walking around.
July 2025 by Elliott
Nice enough staff ! However !
As a paying customer ? and someone who works in retail management myself ? I found my experience in your store extremely disappointing. Throughout my visit, I couldn?t shake the feeling that I was being followed by security. It was uncomfortable, unnecessary, and frankly, insulting.
I understand the importance of loss prevention, but there?s a fine line between vigilance and making a customer feel unwelcome. This experience showed a serious lack of customer respect and awareness, which is especially surprising coming from a team that should understand how crucial it is to make every customer feel comfortable.
Based on this visit, I will not be returning or spending my money in-store again. I hope your team reconsiders how they approach customers in the future ? not everyone walking through your doors should be treated with suspicion.
June 2025 by Mike Slasor
Building work was going on. It was clearly identified and well disguised
May 2025 by Natalie Williams
Nice staff. Good men's wear section, however, they are up and down with size fittings. I could not buy any mens jumpers for my family this winter as the sleeves are ridiculously long! Ladies wear, childrens, toiletries ( which are nice and good value for the Next toiletries) home items, fitting rooms and jewellery but i find that expensive. Shoes and handbags. The stuff generally lasts but I feel a lot of it is over priced (£25 for a plain white short sleeved blouse that you could sell for £20 in my opinion).
April 2025 by Rukeya Deen
I was helped today by Fran and Alex , they both went out of her way to ensure I found what I was looking for! The dress and coat I wanted wasn?t on the shop floor they advised me it was in the stock room and bought the items out for me, both were pleasant friendly and very helpful! Thank you Fran and Alex you?re both assets to the Cardiff Next store ??
February 2025 by Sunshine
I went to order furniture. Azfar is ready there to help, very nice attitude , very professional , gave advised about products , very patient , did my order in right time , fantastic member of staff very helpful many thanks
December 2024 by Scott ?Sj1988? Jones
Very disappointing visit to this store today. I purchased what I considered to be an expensive suit when I got to the till it was treated like a dirty rag. The cashier was about to roll it into a ball when I stopped her and folded it myself, asked for a suit bag as I remember Next used to offer these only to be told that there were none left and no one had ordered any. Then I asked if I could keep the hanger this was also a problem as they are reused. I was adament I was getting the hanger so didn't give the cashier much option there. Finally when I returned home a security tag was left on the trousers so I will now need to return to the store to get it removed. Physical high Street stores will dissappear unless they start training staff correctly and actually employing people who have the right attitude and are there for the right reasons. This has not put me off shopping with Next but I will be honest it is easier ordering online as items come well packed and nicely folded. This is sad because there are going to be lots of unemployed people .
November 2024 by Rhodri Lazarus
Saturday afternoon, nobody at the tills and one on the floor.
August 2024 by Anthea Ellis
Well laid out
Easy to find what you are looking for
Lovely polite staff are always asking may I help or did you find everything ok?
July 2024 by Karim Mahmoud
Average n
I never liked it
June 2024 by Roberta Roberts
Always loved Next....can usually find something to purchase.
May 2024 by naga arjun
I am so delighted in your clothing! It is absolutely gorgeous... everything I have purchased FITS PERFECTLY. Thanks to Rhea Desai for helping me select my collections to wear.
May 2024 by tavish srivastava
Address to be fixed
March 2024 by James McGeehan
William served me? lovely fella
January 2024 by Iqbal Miah
Disgusting store, disgusting brand, disgusting CEOs. ??????????
