frasers.group Reviews 

I made the payment to FRASERS PLUS on the day as instructed. I was told it had been accepted and then for some reason it failed. They told me to wait 24 hours and try again, which I did. Everything was well documented. TODAY I receive a message about late payment, it was very insulting. I shall never use them again. Beware of making payments as they get errors and then blame you.

Ordered a £600 stone island jacket off flannels/frasers. Jacket got delivered on 30.1.25 sent it back the very next day 31.1.25 because it’s a different colour than the online photo. The item got rejected at returns because they said the jacket has been worn and had an odour. I know for a fact I’ve not worn the jacket or caused the odour on it. The jacket got sent back the next day in the exact same condition i received it in with all the tags & labels on. I noticed a slight odour when i took the jacket out the packaging but put it down to the plastic packaging and the fact it was freezing cold. They have since tried delivering the jacket back to me twice and I’ve refused the item at my door. Item then got inspected by a senior advisor and they have dropped the accusation the jacket has been worn but are still rejecting it because of the odour. They are trying to force me to pay £600 for an item i don’t want. For the past 2 weeks I’ve been going back & forth with Frasers group customer service with loads of emails and got nowhere so I’ve been and seen citizens advice and they have reported flannels/frasers to trading standards. They say the consumer rights regulator gives me the right to a 14 day cooling off period, go check the consumer rights act 2015. I also sent a recorded delivery letter to flannels head office yesterday to make a formal complaint and they will have 7 days to respond. Frasers customer service is an absolute shambolic service and not fit for purpose. Whatever you do, don’t order anything online from flannels/frasers because they don’t accept returns, it’s a scam. They are still trying to scam me for £600 and I’m stuck in a dispute. Absolutely shocking service ! If i could give a Zero star rating i would. Don’t order anything online from flannels/frasers they won’t accept returns, IT’S A SCAM !!!

Adding my woes as well to this diabolical company, parcel never arrived, Evri told me they have lost it, but Frasers still want payment, also returned jeans and not been credited, even after I sent a copy of returns receipt. The worst company I have ever dealt with.

Nearly impossible to find out how to contact customer service. Having finally found an email address, it has taken far too long to get any reply from customer service and even then they maintained they had sent the correct item - however, the size of the trainers was incorrect. Very frustrating - couldn't recommend and definitely won't be ordering from them again.

I would give 0 stars if I had the option to. I ordered some football boots for my daughter back in November. 1 month later, still no package. I emailed them, they said it would be here by Christmas yet midway through January, nothing. I've sent multiple emails asking for a refund and mostly get ignored. Disgraceful company that needs to be investigated. DO NOT BUY FROM THESE FRAUDSTERS.

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.

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!