frasers.group Anmeldelser 277

Bl***y awful customer service. Won’t bore you with the details but ordered 3 pair trousers, Evri lost and admitted they lost original parcel, Frasers sent a replacement package with just 2/3 pairs, other one was presumably not in stock any longer. I sent the latter 2 pairs back as didn’t like them and only refunded for these 2 pairs not the 3. At least a dozen emails over a month and Frasers won’t even acknowledge that 2 parcels were sent, despite photos of both and Evri admitting in writing they lost the first. Useless at best, defrauding me out of my £40 at worst. I’ll be avoiding in future. UPDATE: it is now April-25 and after escalating to various levels, still nothing. Short of taking them to the small claims court I have reached the end… singularly unimpressed. Avoid.

Imagine having £500 available on your Frasers plus app to spend, taking your children into sports direct to get them things they need for school.
Get to the till only for the QR to decline and ask for an alternative payment method.
How embarrassing.
The guy on the till called his manager, the manager rang customer service and they said I needed to contact them on chat as there’s an issue with my account.

What issue would that be because I placed an order in November using the Frasers plus option, paid all that off EARLY & now I can’t seem to use it.

In November I made the mistake of ordering a PS5 using the Fraser Plus app.
After two weeks I contacted Game for an update and got no response, so I tried again a week later and no response.
So I went back to Fraser Plus and told them to cancel my order under the Consumer Credits Regulations and I would get one elsewhere.
So I ordered a console through Argos and a day later it was their.
Then I got an attempt to take money from my bank ( luckily I cancelled the Direct Debit as I had a feeling this might happen) , when this didn't go through, I had a message telling me I was in breach of the agreement.
So to cut a long story short after 86 email exchanges where Fraser Plus told me that even though I didn't recieve anything from them I would still have to pay the bill and could ask for a refund in the future ( thankfully my mother never raised an idiot) , so I refused and pointed out the agreement was cancelled when the Fraser Group failed to keep it's end of the agreement up, but nope that wasn't good enough, I started having threats about debt collection etc , so I tried something different and said " Send me proof of reciept and I will pay it " , their response was incredible which was " the Fraser Group doesn't communicate with each other so you will have to pay it and ask for a refund from Game" , I pointed out that after three weeks and two emails , Game were not responding " their response was they were short staffed, so they are now taking weeks to respond to emails" , so I asked them " if they don't respond to emails " how am I going to get them to refund my order and they actually told me to pay the bill anyway.
I am now on email number 90 and have finally decided to report Fraser Plus ( a division of the Fraser Group) to the FCA as I have lost all confidence in them to be able to do the most basic of a retail company, to sell you a product.
Please learn from my example and don't take our credit with Fraser Plus and don't buy anything online from them, they are absolutely not to be trusted and they will eat into hours and hours of your time, they are paid to waste your time, you are not paid to waste theirs, so they are happy to bombard you with poorly thought our emails, so spare yourself the huge time vaccum that is Fraser Group.
Weirdly as bad as this is , it's only the second worst customer service experience I have had, that tells you how bad the worst is.

I will not anyone I can tell use sports direct or anything under the frazer group! There returns portal wasn’t working within returns time line and no returns paperwork with parcel. And after many emails as no telephone help and paying £15+ to return as instructed they sent unwanted item back ! Useless

AVOID THIS COMPANY
The long saga of this company not paying a refund plus not refunding money for items that they have NEVER dispatched goes on. Today they have ignored the fact that they have never dispatched items so obviously I need my money back. They have however now asked for a photo of my returns receipt because they cannot find the goods. Despite already sending in the tracking number twice I have today sent them a photo. we shall see where it goes!

Don’t order from here if anything goes wrong won’t get reply from them very bad service

Taking up to 25 days to refund monies for an item I was deceived to understand was in stock is appalling
You should all be ashamed of yourseves

I’m extremely disappointed with my recent experience with Frasers. Their refund process is abysmal—it’s been over three weeks, and I’m still waiting for my money. This is completely unacceptable in this day and age where most retailers process refunds within days.

What’s even more frustrating is the complete lack of communication from their customer service team. Despite multiple attempts to contact them, I’ve received no meaningful response. It feels like they don’t value their customers at all.

A simple refund should not turn into such a long, stressful ordeal. I won’t be shopping with Frasers again and would urge others to think twice before making a purchase, especially if there’s any chance you may need to return an item.

This is a second negative review I am leaving over the same issue. Last time I posted here I explained that a Barbour hat had been paid for and sent to me but did not fit. Frasers replied on the post all sweetness and light offering to help. Following this they take ages to reply to emails, send links to arrange a refund which do not work. Disgusting service with no direct phone numbers to call them up. I am convinced they mess me around so they can pocket my money. Greedy unscrupulous people. I will seriously never order from them again,

I ordered 2 items valued at £90 on 1st January 2025, passed to EVRI 4th Jan for delivery. It's now 18th January and no delivery. Frasers only have an email contact and the only reply I've had is they are busy and wait a few days for a reply. I emailed again after 5 days waiting and still no reply.
EVRI sent an update on 9th Jan saying delivery delayed due to weather. Chased up again 15th with a CHATBOT. Again can't speak to a human being. It said I had just missrd the delivery van and woyld get it next day 16th Jan. Now 18th and still no parcel or update. Truly dispicable service, from large companies who could not care less about customer service and have had my £90 for nothing.

I am still waiting for an item that was ordered nearly 2 weeks ago, apparently 3 to 5 days for delivery. Courier is Evri and both Evri and Frasers only have automated customer service systems that I've been able to find. Both are useless. I most definitely will not be ordering from them again, that's if I ever get this order.

I would warn everyone against ever placing an order with this company. I ordered Christmas gifts and tried to return them as they didn't fit. Frasers refused to accept any return as it was not in their fixed "FIVE working days" after Christmas return policy. They would not allow any flexibility for the fact I was away and UNABLE to return items. Shockingly poor service. I am left with £100 worth of useless clothing. Will never use this company / Sports Direct again.

Only part of the order turned up. Can’t speak to anyone no phone numbers. Accepted items were stolen in transit and still no refund or resend items. Bought quite a lot of things through house of Fraser and even got a Fraser card but will not be buying from them again due to the really poor customer service beware

I have been trying to return 3 items which did not fit. To say that there is no customer service is an understatement. I have tried over and over calling and emailing them but with no success. I have seen some horribly run businesses but this one wins hands down for lack of communication. I will NEVER order anything from them . What a pathetic and useless lot they are. May as well flush your money down the loo.

shocking service parcel has gone missing no way of talking to someone never use them again

I made an order in December courier didn’t leave it where it stated so didn’t receive it. After many times of sending emails both to evri and Frasers I finally got a response saying that I would receive a refund. I’m still yet to receive my refund I’ve emailed Frasers numerous times about this and still awaiting a response! What I find shocking is that a big company like this doesn’t have a customer service number to actually speak to someone. I won’t ever be ordering from them again!

My order never arrived. HOF supposedly carried out an investigation with Fastway Couriers who stated that it was delivered and signature obtained according to the limited tracking I received.
I have requested several times a copy of my signature and the GPS mapping of the delivery. HOF have basically told me, it's not their problem and case closed.....
Have I got news for you....
I would advise anyone who considers to purchase on line with this company to AVOID AVOID AVOID.
Their staff need educational courses on customer service and politeness. I have received better communication and Customer Service from Shein so that says a lot. If they think I am. going to let them away with an order for €230 not received, they have another thing coming.
This store was once a 5 star rated store and now it's barely 1 star....

Awful service, accidentally used the wrong email when I ordered and the customer service team advised they can’t amend it. Still waiting for a refund for an item returned and showing that they have. Customer service just advise there are issues but won’t say what and end the live chat without thoroughly explaining the problem. I imagine any correspondence has been sent to an incorrect email address. I’m not sure where the customer service team are based but suspect their English isn’t great hence why there is no phone number. I have now raised an issue with my credit card company for them to sort in the hope someone from a uk office will end up dealing with it and get the issue resolved. If any of you aren’t happy waiting for refunds or items etc just complain to your bank as the more people that do the more these people won’t get away with it.

Just don’t bother

Avoid at all costs!!
Have ordered shoes for a Christmas present and they are laughably faulty and they wont pay for a free return or free postage on a replacement.
Cannot speak to a human. Emails disappear into the ether and feels like one in a million shot that will get connected to a human on chat. Do yourself a favour and buy elsewhere even if more expensive.