I am adding my experience here because after weeks of interaction with Frasers/House of Fraser customer service, the issue remains unresolved and unacceptable.I placed an order and subsequently returned multiple items, including a pair of Craghoppers Women’s Adflex Eco Rugged Boots (£50), which I did not want. I have a return request email confirming that I selected the boots as part of the return.However, when my return was processed, the boots were not included on the refund confirmation, and I did not receive the £50 refund for them.Frasers customer service claim the boots were “not present” in the returned parcel, but have provided no evidence, no parcel weight confirmation, no intake photos, and no explanation of how the error occurred. I have multiple emails showing I selected the boots for return, yet the warehouse refund list omits them.I am now left out of pocket for an item I returned in good faith, with no satisfactory resolution offered.Frasers are extremely difficult to contact, and responses are slow and dismissive. I am still waiting for this to be escalated and properly investigated.If you value fair customer service and transparent returns, be aware that refunds may not be processed correctly and you may have to fight to get what you are owed.I would appreciate Frasers addressing this publicly and issuing the missing £50 refund promptly, it shouldn’t take this much effort for a legitimate refund.
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