frasers.group Reviews 275

Ordered a Jack Wolfskin Ld61 Phantom 14 (L)
Product Code: 441387/03/430

£80 reduced from £170 - Good deal.

Item arrived perfect EXCEPT the electronic security tag was attached.

The item was returned after Frasers sent me a label and I requested for the tag to be removed and the jacket returned.

A couple of days later I received an email to say the order was cancelled and a refund would be issued!

The customer service agent did their job but clearly had no interest in the personal touch, calling me by the first part of my email address instead of my name.

Sadly ever since Mike Ashley became involved and Frasers became linked to Sports Direct et-al, they have lost the premium experience you used to get from shopping with them and despite paying the same premium prices you are expected to pay £4.99 postage on top!

I won't be buying from them again after this.

I have used Frasers a few times, my stuff has always arrived, but the reason I’m putting this up is when you see the massive reduction on prices you immediately think what a bargain, but guess what it not, if you check the brand with sports direct basically same price and if one local to you , better off than paying postage

Appalling. Wish I’d read these reviews first. Ordered trainers which were not the expected colour when they arrived. Paid to return them, using the postage label provided. Two weeks later I receive an email to say they can’t process the refund for the mens tshirt I returned because they can’t find the order. Absolute nonsense. Apparently they’re returning the tshirt to me. So I’m over £100 out of pocket and this absolute joke of a company hiding. Behind the Frasers name are getting away with scamming people. Surely there is something that can be done? There is a clear pattern of this happening.

I placed an order for 2 items and received a bag that just had bubble wrap in, so both items missing. I believe there are people in dispatch department stealing things. After weeks of emails to Frasers who basically told me I was lying I contacted my credit card company who have refunded the money. Suggest anyone missing items to raise it with their bank and keep all correspondence with Frasers and photos as proof for the claim. The company needs investigating.

I rarely leave reviews, but the sheer incompetence and arrogance of this company forces me to warn others.

They failed to deliver my full order—one item was missing. That is a simple, indisputable fact. Instead of taking responsibility or offering a resolution, they have hidden behind vague references to “CCTV footage” and “system scans,” yet refused to provide any actual evidence. In other words, they expect customers to simply take their word for it while they do nothing to resolve the issue.

Their responses have been robotic, repetitive, and dismissive. At no point did I receive genuine support or an attempt at resolution. They seem more interested in protecting themselves with empty phrases than helping their customers. Even worse, they claimed there was “no further escalation possible,” which is both insulting and untrue—any competent company has senior management and accountability structures in place.

The handling of this complaint has been appalling from start to finish. It is unacceptable to suggest that customers are fabricating missing items when the far more obvious explanation is a human error in their own process. Refusing to acknowledge this, or provide documented evidence of their so-called “checks,” shows a complete lack of credibility.

To summarize:
• One item was missing from my order.
• They offered no proof of their “checks” despite repeatedly citing them.
• They gave no practical support or resolution.
• Their communication was generic, dismissive, and robotic.
• They attempted to shut down escalation instead of taking responsibility.

This company is in breach of its basic duty to provide the service it promised. If you value your time, money, and sanity, avoid them at all costs.

very very bad,, proper SCAMMERS..this need be reported immediately.i have ordered lots of clothes 25th August online some are not delivered till now. Absolutely it is impossible to contact them ,,the chat bot gives a totally Irrelevant answer. There is no a phone number or email address. This company need to be ban from trading.

Absolutely impossible to contact them the chat bot gives a totally Irrelevant answer to what you need didn't have any luck with a phone number or email totally crap service

Very, very poor. I need to return a coat but don’t have the order number (it was sent to the incorrect email address). Despite contacting Frasers across socials, I am making no progress. It is impossible to speak to an actual person or make headway. I would definately not recommend the company.

Charged for delivery, even when picking up from the shop, then informed that they won't take returns at the shop, or even swap at the shop for a different size. I won't be ordering on line from them again, and I very much doubt wether I'll ever shop there again.
Definitely not recommended.
Della.

Received table and chairs and table faulty, got sent an Evri label that's not even for use for such a large item after paying for the pleasure. Impossible to contact anyone, links are broken, chat you just can't get past the bot. I will be issuing a summons especially after seeing all the awful experiences of other customers. They really don't give a damn about their customers.

Very bad customer service on chat line to them for over an hour asked them to phone me about missing item in parcel and was told they do not do calls

Appalling. My order was duplicated. There is no customer service whatsoever. Not even worth one star. Zero stars. Avoid this company at all costs.

1* is being generous. Since the change over from Studio. Poor communication, very difficult to access order details. Placed on a payment plan I did not set up. Thankfully can afford to clear my account and never use this company again!

I am owed a full refund as my order was damaged beyond repair in transit (and therefore never got delivered) and Frasers have been unresponsive. I will never order from them again and suggest you don't either.

Trash as the reviews on here show

I would not give this company any stars. What a dishonest, disgraceful and immoral company. After ordering a dress and returning it in brand new condition, over 20 emails later, (mostly bot repeated content), their excuses for a non refund are outrageous. One even stating it was over the 28 day period of return, I have their receipt of return 9 days later. They are selling goods, refusing returns, a have blatent lying strategy. They think people will go away - I wont be. The dress was returned screwed up in a tiny little bag all creased. It was returned to them in the original packaging neatly folded. Their service is abhorent, the worst I have ever experienced. I would definately avoid using them. Also, look up Fraser Goup plc and Fraser Group Ltd. My review refers to Fraser Group Ltd. They have two directors on companies house with the same registered address. AVOID BUYING FROM THEM AT ALL COSTS

Fake firma . Trækker pengene. Købte et par sorte Reebok step 40 fik str 36. Sendte skoene retur, skulle selv bekoste retur forsendelsen . Fik dog hverken sko eller penge retur . Hold jer helt væk fra det firma. Fup.Har kontaktet firmaet flere gange via mail ,dog ingen kontakt

My mother opened an account because the girl at the checkout told her you sometimes get discount if you have one so she thought it would be like similar store cards. First transaction had £15 interest applied for a £40 item absolute disgrace will be cancelling immediately

The company is awful. Customer service is horrible. They do not take liability for their services. After returning my order, using prepaid return label provided by Fraser.Parcel successfully sent /submitted to courier network ( provided proof ) Courier confirmed parcel was lost in trasit.Fraser refused to refund despite being liable for this.When a merchant provided retur label they are responsible for safe transportation of goods as they have selected courier services. Courier confirmed that it is Frasers who is responsible for claims and compensation.Frasers refused to provide refund.Charge back raised with a bank and resolution was instead my favour ( with all provided evidence) Fraser shared my personal details without my consent to third party company. NBCS sent letter claiming that their customer claimed to never received goods ( false allegations). Company Frasers is going to be bankrupt very soon and seling customer details without seeking consent to civil recovery agencies in hope to gain money.Do Not Shop From This Company

Slippery bastards
I orders a pair of trainers
Delivery was quick & I tried on to find a bit too big
Not laced up just tried one foot
Started on line return only to receive pop up that this item can’t be returned, even though it gives return info under the product on line
Can’t find any customer support number to call