frasers.group Reviews 275

First visit,shop interior very nice,but checking thru the clothes and shoes found it to be very expensive out of touch with Peterborough prices.considering a sale was on i found men’s shirts were extortionate,mainly because they were designer names.(off white especially)
I found a simple white t shirt for £115 in the sale,god only knows what the shoes were as no price labels.
I don’t think this shop can survive at these prices!

Terrible company customer service is non existent wish I read the reviews before placing my orders.
Never again.

So I ordered a cp jacket for my son priced at £320...when ordering said in stock but less than 10....order went thru...money was withdrawn from account only to get an email within 10 mins to say wasn't in stock....refund would follow within 3-5 days...so checked website again and still showing as in stock so hope many more are not going through the same issue a week before Christmas....we are fortunate enough to have extra funds to ensure our son gets his jacket on Christmas day but £320 is a lot of money for a multi .million pound company to hold in their bank account at Christmas from hard working normal folk.....not happy...sort it pls

Over 2 months after returning an online order and still Frasers have not refunded. I am paying interest to my credit card provider for items returned. Despite numerous emails to Frasers and sending the proof of return and tracking showing that they received the return they still just reply with 'sorry and thank you for your patience'. I will never order from them again as I am out of pocket and wonder if I will ever get my money back.

I bought a shirt that was supposed to to have been reduced from £70 to £49 in the Glasgow store.
I was in a hurry and stupidly didn't notice that I had been charged full price. When I got home (London!), I tried calling the store. After listening to the menu options, I chose 0 for the operator. It rang for about 3 minutes, then the call cut off. Same thing when I rang the nearest store to me (Croydon, 50 miles away by road and almost 2 hours by rail!)
I emailed Customer Services (what a joke name!) - they don't help with in-store purchases.
I'm hoping that someone from Frasers reads this and contacts me...

Standard typical braindead customer service from Frasers Group/Sports Direct.

Received two items not matching the advertised description. Raised a complaint and heard nothing back.

I’m allowing two more days before filing a dispute through my credit card.

Other reviews on here also worth a read, the company is clearly incompetent.

I ordered a bike on 21st November after saving up all year, as it was meant to be one of my son’s main presents. The bike never arrived at the store as promised - i had received notifications that it had arrived i will add.

Since 27th November, I’ve had to constantly chase this up and even made several 40-mile trips to the store trying to get answers.

In the end, we had no choice but to buy another bike elsewhere, spending additional money i don't have.

The customer service has been completely appauling. After 10–15 chatbot interactions, I still haven’t received a single meaningful update or resolution from an actual person.

This whole situation has caused a huge amount of inconvenience, and I am currently waiting for a refund.

I will add i have been advised by a member of staff; this company advertise items that they do not actually have in stock and this kind of thing is apparently a regular occurrence.

Item stopped working. Tried to return it using their returns label. Appearently went to wrong place which was my fault. Communications pitiful. Now 8 weeks of constatnt emailing and being told to wait and "thank you for reaching out" and absolutely no action. Really appallling service. Never again.

Frazers had a black friday offer - spend £100 get a £20 voucher in January. I spent £115 on a bangle, dessing gown and a pair of earings all Christmas gifts.
When I opened the package the earings where not there only a gift pouch and flat pack box. They had not fallen out as the outer bag had to be cut open so it was missing before posting. I contacted Frazers - they did not have the earings in stock, so i asked for an exchange. They were unable to do an exchange bit offered the £20 paid for them in the sale back, but by doing so said my receipt was forfeited so neither of the other items should they be faulty or not fit could be returned as well as loosing the £20 voucher - which I only bought the earings to get

Come on Frasers Group (aka Debenhams) sort your stuff out. Still waiting for my refund two weeks after you acknowledged receipt of the return. Not acceptable for a large retailer to take this long. If the small guys can do it better you need to take a long hard look at yourselves. Shame on you Michael Murray, shame on you sitting on your billions whilst us minions wait ages for our pounds and pence refunds. Tut tut.

Whatever you do have nothing to do with Fraser Group Ltd or any member of that group. Because I raised a dispute over a product not fit for purpose they affected my credit score and I am still trying to sort it a month later DESPITE paying them under duress.

If i could give this company no stars I would. Ive shopped in their store plenty of times with no issues so I decided to shop online. I didnt realise you cannot return items into store (the start of my problems). I paid €10 for a fastway label and dropped it off at one of the shops and have a receipt. This was on 22nd October, I hadn't had a refund so followed up on twitter,X. All they want to do is keep fobbing me off, I provided the receipt which had a tracker ref on there and found that the goods should be with Frasers. I contacted frasers again and they have said that they "will decline this return as they are unable to locate it with the tracking number". What does that even mean. Any advice on how to get this addressed ASAP is greatly appreciated. Looking at the other comments it appears there's something odd is happening on Frasers end.

I have been a Studio customer for many years and continued with Frasers when they bought Studio/Sports Direct. The only issue I have is to watch very carefully how your orders are processed. I placed an order on 3 months interest free terms which I now find has been amended to 12 months terms with 49.9% interest added. Luckily I work in the finance sector and discovered this before paying interest. I didn't change my payment plan and am skeptical about ordering again tbh. If I do I will pay via debit card to ensure this doesn't happen again.

Awful experience purchasing a television from Frasers. From the dismissive automated customer service to the flippant delivery company (Evri) that leaves your order at a completely different address - never again.

Ordered a t shirt and tried to cancel it straight away because I ordered wrong one,can't cancel via your account so I got in touch with customer service early the next day,they said it had been processed but not dispatched but wouldn't let me cancel,I now have to pay for delivery and to return it.wish had read reviews 1st.

My experience with Frasers Online regarding a Flannels Beauty Box order was a complete disaster from start to finish. I paid extra for postage and packaging, yet the item arrived with a severely ripped/damaged outer box due to inadequate protective delivery packaging.

The issues quickly escalated due to their internal process failures and shockingly bad customer service, involving conflicting information from two different customer advisors (one on webchat, one via email):

* Disregard for Damage: Their initial response was that the "box was the protection," completely disregarding the crucial fact that the cosmetic presentation box was part of the product packaging itself, not just the delivery container. They felt a damaged product box was acceptable as long as the contents were physically intact.
* Lies About Stock: I followed their instructions for a replacement, only for them to process a partial refund (minus the P&P fee) and falsely claim the item was out of stock. I provided evidence it was clearly still available online.
* Financial Penalty: To get the item I wanted, I would have had to re-purchase it at full price (losing my original 20% discount) and pay for P&P again. They refused to reimburse the original shipping fee, effectively penalizing me financially for their packaging failure.
* Refusal to Escalate: All requests to escalate my genuine complaint beyond the email representative were ignored ("fate kept"). There was zero accountability or effort to provide a fair resolution.

After two weeks of chasing conflicting and nonsensical resolutions, I have exhausted all avenues for a reasonable outcome and am left without the product I wanted and out of pocket due to their errors. The level of customer care is beyond abysmal. Shop elsewhere, or pay the price - quite literally.

Ordered a handbag online, paid extra for DPD 24 hr delivery as it was a gift. Instead Frasers used Evri, a notoriously bad company. Still waiting for package. Frasers website is designed to prevent complaints, diverting and closing off enquiries. Telephone line is unanswered, rings off after 3 minutes, repeatedly. Never got a reply. Refund? Apology? Parcel? No, just manifest contempt for the customer. Avoid!

Please do not buy from the Frasers group!
Total scammers!
I bought a bag and trainers at £997.00 Evri left parcel at my door sending a picture to prove it was left at my door, when I got home from work, my bag and trainers was gone.
I am currently disputing with Frasers and Evri as an item with that value! why wasn’t it not requiring a signature! I was a loyal customer with Frasers, the customer care is utterly appalling as they can not give me an answer why a signature should have been required! And take responsibility and pay me my money back!
I am now looking into this matter with trading standards and my bank has also been informed!
Please be careful when you shop with them as they try every avenue not to reimburse you for their negligence!!

Parcel was not delivered - large order of £569.91. Sports Direct confirmed this was not delivered and would provide a refund. Fourteen days later, still not processed and the company is ignoring emails. Online chat is useless - they just have automated messages and don't listen/read even when you get to an advisor.

I purchased a £60 BIBA dinner set and a £60 bath sheet from Frasers-the quality was absolutely horrendous. Within one day of using the dinner set, the white plate had black scratches all over it. The towel has frays and threads coming off it after one week of use. I tried to call the store around 20 times over the course of 3 weeks to solve the problem-however they did not answer the phone. I contacted customer services who said they can not help as it was not purchased online. Due to this, I had to travel all the way back to the store. The store manager called Will Parr was rude, obnoxious and did not help whatsoever. He was completely unsympathetic and said that a stainless steel knife and fork would obviously scratch the plate. This is a real dinner set not a toy one, so I 'm confused as to what he expected me eat with if not a stainless steel knife and fork? A plastic one?  He also took it upon himself to tell me that I had a bad attitude (which was completely unprofessional as I'm not sure who he is passing judgement to a customer) instead of being sympathetic to my frustrations at spending a lot of money in store for inadequately made products, not being able to get in touch with the store (I found out that he tells the employees not to answer any phone calls anymore-try calling if you don't believe me and you will hear the phone just rings out), and having to travel back wasting my time and money to get there and back. I do not believe that Will Parr is fit to be a stand in store manager and I also believe that he needs to undergo some further training in customer services as his skills are non-existent. Upon leaving I told him I would be making a formal complaint and he said 'I look forward to it' instead of being a decent human being and apologising for the experience I have endured. He also stated that he will not be moving away from me and decided to stand in my way to try and intimidate me-his attitude is diabolical and what he has done today amounts to misconduct. do not recommend buying anything from this shop or having any dealing with Will Parr as you will get nowhere. He shows no care for the job or customer unfortunately. I hope any future employer sees this review and makes sure that he does not misrepresent their company one day.