frasers.group Reviews 

Broken items and missing items on 3 orders. Items sent out with no buffer packaging. Completed Frasers contact form twice on delivery. No response. In January completed complaints form via Klarna. Months of sending images and statements to Klarna to be told eventually that Frasers had declined my request as I had missed a deadline submitting details of my refunds. What refunds I am still waiting for the refunds! Spent last 14 days attempting to connect with Frasers Web Chat at all times of day never once being connected. Does it even exist? Contacted Frasers via yet another contact form today only to receive a response saying that as my issue goes back to November and that they cannot find any details of my contacting them also that they cannot comment on Klarnas investigation as it is an independent source they will not consider my complaint.
My expected refunds amount to almost £100.
I will be posting a 1 star review on Klarna too.
I will not shop with Frasers online or in store again.

Totally fraudulent company! I wish I had read reviews before ordering. I ordered a pair of shoes for $79.99 from a legitimate looking advertisment on Facebook that said items were totally returnable. The shoes not only did not fit, but were so poorly made that it was laughable. There was no return information or address on the packaging. Finally, I managed to get an email address and I asked for return instructions. I was told there were no returns on sale items, even though there was no where on their ad that stated that. The best deal I was finally able to make was to keep the shoes which went straight to the garbage and to accept a refund of $20. I have certainly learned a lesson to not order anything advertised on Facebook.

Placed an order online, payment appeared to go through. Checked the website a couple of days later to see when it would arrive - order completely vanished - no trace of it on my order history, no email to say there was a problem or they've cancelled it - literally vanished into thin air! Now have to check my bank on Monday to find out if payment has gone through. Surely there should have been some kind of notification or email??

Absolutely shocking. I haven been shorted a refund on 2 separate returns. Total cost of £104.. then my Last delivery had 2 items missing the parcel arrived opened by the driver!
I'm sure he did the same with my returns. Customer Service is the worst auto generated replies ive waited 2 weeks without my issue being resolved. will delete my account and never Shop again with fraser group! I literally got robbed from fraser.

Ordered large egg chair and it came with rust all over it. I contacted Fraser for a discount or refund they was only going to offer 10% refund as return takes upto 14 days😭 just a pain

Absolutely terrible customer service! I bought some bikes through Fraser group 4 weeks ago and nothing has showed up. I've gone through customer services to try and get a refund and I keep getting told 'they are investigating'. It is a total disgrace! I will be going through all channels until my voice is heard and someone actually gives me my money back!!!

Awful company, I received polo shirt, on opening, I was overwhelmed by a stench of aftershave, so didn’t eve take out wrapper. When I challenged flannels about this, I was asked to send pictures of item from various angles, which I found absolutely ridiculous considering issue was smell. Eventually emailed frasers group explaining this insanity and refused to pay return shipping fees. thankfully I received reply from Roshima, who agreed and sent me qr code to send item back at their expense. This person was the only single person who had any common sense and decency. Since I returned item, refund seemed to be taking an awful long time, so emailed and was told it would take 3-5 working days, this had expired so emailed again, then I’m told they have refunded my money, but they hadn’t so I was then told to send them MY bank statements to prove I hadn’t received refund.
I refused and decided only way I could prove no refund had been paid, was by purchasing an item around the cost of what I was owed, to see what would happen on their app, and sure enough, after purchasing item, I now owe them several pounds, absolute proof they hadn’t returned my refund. Lying deceiving company. Avoid!

Order not delivered as confirmed in tracking. Trying to get your money back and they make it as difficult as possible. Hoping you just go away. The Ryan air of retail. . Avoid!!

I am disgusted in there customer service.

I bought an expensive designer bag and the logo has started to peel off.

After being asked by the company to provide an independent report confirming that the issue was due to a manufacturing defect (not wear and tear), I took the time and expense to obtain this evidence and submitted it as requested.

Despite this, my report appears to have been completely ignored. Instead of addressing the findings, they simply repeated that the item is outside of warranty and refused to engage any further.

What’s most frustrating is not just the outcome, but the lack of transparency and accountability. If customers are instructed to provide evidence, it should at the very least be properly reviewed and responded to. Closing the case without acknowledging or explaining why that evidence has been dismissed is unacceptable.

This experience has felt dismissive, one-sided, and incredibly frustrating. I would strongly caution others about relying on their customer support process if an issue arisest.

Ordered a dress in the sale 6 weeks ago.
It never arrived. They never replied to any of my messages. Said the parcel was with EVRI but the tracking was fake.

SCAM SITE!

Ordered some trousers, they did not arrive. Had to contact the company as the parcel says its on its way back to sender (for the past few days). They refuse to give me a refund until they get their parcel back. So no parcel, no offer of a replacement, just out of pocket.

Update: I ordered an item and all I had delivered was an empty bag with some bubble wrap in it, nothing else. I tried to resolve the issue with Frasers to no avail.
I then complained to credit card company provided my evidence of communication with Frasers and they have refunded me the full amount. So if you are having trouble with refunds go through your card issuer and open up a case. Avoid this company.

Price of goods were good. However, condition of the items were bad. They were boxed actions figures that were packaged in the post using a thin plastic bag, only suitable for clothing, when they should have been put in a box. Needless to say the items were crumpled. Pretty poor standard of customer service, recommend to avoid if you collect action figures. They also included a free sportsdirect mug which I didn't ask for, which was heavy and likely crushed the other items in the bag. The mug will be going in the bin because I know charity shops don't want them.

I haven’t received my order, even though the company insists it was delivered. I acknowledge that I didn’t include my house number on the order, but they’re relying on a photo as proof of delivery, which they claim shows me receiving it. However, I have never received the item. When I requested GPS evidence to confirm the delivery location, they were unable to provide it. Despite this, they refuse to replace the order. This situation feels completely unfair, how are they allowed to get away with this? Something needs to be done!!

Awful company that has totally forgotten about customer service, dont bother trying to complain when you're owed a refund - they won't listen and won't act.
Just a terrible terrible retailer

If I could give this shop 0 I would!
Came into store yesterday to buy an eyebrow pencil. I got home and opened the bag and the member of staff has not put the pencil in the bag! I have been trying for over 2 hours to call this store and to no avail can I in any way reach an operative. I have them used the email correspondence via their official site, and my email has bounced and said it's an invalid address. Don't bother using this store, go to boots or order offline if you're unlucky enough to try and go shopping in Wolverhampton.

Ordered 2 pair of overalls. Size 40. Assumed they were standard 40 as the listing didn't say otherwise. Well they fit. But I'm not a giraffe. Covertly selling long legged items by not quoting the leg size. Thats how to het rid of stuff you wouldn't otherwise be able to sell. They were cheap do not worth returning or paying to get leg length altered. I'll try to sell them on, but I don't know any stilt walkers.

Bought a pack of Moschino underwear, they were faulty, the finishing stitches and the labels were on the hip, they would definately bother at wearing time, even harm after a long wearing time, contacted customer service called Nurul and he completly dismissed the fault saying this is how they are even though I've had 30 pairs so far and I know, He did not care about helping or pass me to a manager, he laughed in my face and ended the chat where I had waited for more then an hour for help. Will return at my own cost and never buy from them again. Stay away !!!! Worse experience ever !!!

I rarely leave negative reviews, but I feel other customers need to be aware of my recent experience with Frasers Plus.

I made my payment before the due date and have clear evidence confirming this. Despite this, interest was added to my account and it was placed on hold. I then had to go through multiple email exchanges with different representatives, repeatedly explaining the situation and re-sending proof of payment.

It took around 7 days for my issue to be properly acknowledged. Eventually, I was told that the interest had been removed - which confirms the error - yet my account is still on hold with no clear explanation as to why.

What makes this more frustrating is that their app does not clearly provide account details or straightforward payment facilities. In this day and age, customers should be able to access payment information instantly. A lack of clear payment options only increases the risk of confusion and accounts being wrongly pushed into arrears.

The whole process has been stressful, time-consuming, and poorly handled. If you use this service, I strongly recommend keeping detailed proof of all payments and communications.

Very disappointing experience

What an awful company. Before they took over studio, I was able to pay my monthly amount plus any extra to avoid interest, since these robbers have taken over I'm being charged huge amount of interest with no option of paying more to avoid interest, I never agreed to this....it's been forced onto the consumer because studio went into administration. Modern day Robbers!!!