frasers.group Reviews 

Bought two pairs of Boss jeans, both sizes 32/32. One pair fitted and the other one had a longer inside measurement with an actual size of 32/33. Took the mis-sized pair back to the Luton store and the cashier refused to give me a refund, spoke to the deputy manager and she said the store doesn't have to comply with the Consumers Rights Act 2015. What nonsense! Spoke to the Manager who implied it was my fault for not trying on both pairs, again ignoring the misrepresentation on the sizing. He eventually checked the size in the store and it was obvious that the labeled size was different to the actual size and so reluctantly said I could have a refund. Quite frankly I could do without the hassle and so will shop elsewhere and recommend others to do likewise.

This place is awful! It's held together with black tape, literally, it's everywhere. None of the disabled amenities are usable, they don't work or are just unsafe. The place is also quite dirty, just don't go.

UTTER GARBAGE COMPANY

Sent an item by Evri, worst courier in history, which was not delivered of course. Sent an email and got a stock reply of 'we need to investigate this'. They actually state that 'if you do not get a reply in five days remind us'! What a kind of pathetic, useless grossly unprofessional company suggests it actually needs reminding of an issue! Sent proof of lack of delivery and got no reply. No way to contact them by phone and they don't seem to give a 'crape' about my complaints so I will be suing them. DO NOT USE THIS COMPANY> IT IS SIMPLY NOT WORTH IT!

awful service

purchased a bedroom unit from Sports Direct on line
on building it was damaged inside the box

what a nightmare when trying to get a replacement or refund

they are simply useless
we even tried Head Office they were no better

we are now told

keep the damaged unit and we will refund 1/3 of cost price

avoid this company at all costs

Shocking. Sent defective items. After weeks they sent a returns label. Asked if I wanted a replacement or a refund. I asked for refund. They send items again unsolicited while I was on holiday.
Trying to get them to take items back and refund is a nightmare. Meanwhile they are holding on to my money. They need shut down

Ordered a burgundy ralph lauren dress only to receive a black with a tag attached stating there was something wrong with it.
Customer service is nothing but an AI bot and they want me to pay to return the incorrect item!! Do not touch with a barge pole!!!!+

Since posting my original review, I have continued trying to resolve this matter with Frasers. Unfortunately, the experience has gone from bad to worse.

After the delivery failed, Frasers eventually confirmed that there was an issue with the order and that the wardrobes were being returned to their warehouse. I was then told that my £519.97 refund would be processed once the goods had returned.

I never received the wardrobes in the first place, yet I was expected to wait for a failed delivery to make its way back to the warehouse before getting my own money back.

I then spent further weeks chasing the refund. I was repeatedly told that the matter had been escalated and that another team was dealing with it, but nobody could provide me with a clear date for when I would receive my money.

I was also repeatedly offered £10 and then £30 vouchers as goodwill.

Quite honestly, I find this insulting. After everything that had happened, why would I want a voucher to spend more money with a company I no longer trust?

Eventually, Frasers started processing the refund — only to refund £416.65 against the £519.97 I actually paid. I am now having to chase them yet again to find out where the remaining £103.32 is.

I have also escalated the matter to the Company Secretary, providing the complete email trail and asking for senior management to review what has happened.

I have received no response whatsoever. Not even an acknowledgement.

At this point, I genuinely question how a company of this size can allow a customer complaint to be handled in this way from beginning to end.

I have contacted my bank and Citizens Advice, and I have retained the complete correspondence, order confirmation, delivery information, tracking history and refund information. I am now considering taking the matter further through the appropriate channels to recover the money still outstanding and pursue compensation for the significant inconvenience caused.

This has also had a real impact on me personally. I recently moved into a new home and was left living out of boxes because I was waiting for the wardrobes. Because of the delay in getting my money back, I have also experienced financial difficulties and missed household bill payments.

What started as a wardrobe order has turned into weeks of chasing, contradictory information, failed commitments, poor communication and now a partial refund.

My original review was about the delivery and the way my initial complaint was handled.

This update is about what happened afterwards — and unfortunately, the customer service has continued to be just as poor.

I have completely lost confidence in Frasers and will never shop with Frasers Group again, including House of Fraser, Sports Direct, Jack Wills or its other brands. I would not recommend them to my family or friends based on this experience.

If you are considering ordering from Frasers, my advice would be to keep screenshots of everything shown at checkout and retain your order confirmation and every piece of correspondence. If something goes wrong, make sure you understand your consumer rights before simply accepting the explanation given to you.

The fact that I am still having to chase money back for goods I never received says everything about my experience with this company.

Wouldn’t even give a one absolutely useless was on a chat this morning clearly couldn’t deal with my query so they cut me off.

Look at the reviews! Fraser group buying up iconic names and quality products to turn all that into poor quality products. People must be totally uneducated still buying from these cowboys.

An example of how online retailers hide behind ai bots and ignore proper customer service. Received faulty item and organising replacement or refund is frustrating and difficult.

Impossible to contact them regarding a possible fake email received by them. I simply wanted to verify it if it was legitimate or not - but there is no customer service number, no number I can call and no email I can contact. Nothing

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.