Review Time
Treated myself to a nice expensive CP Company jumper and found a bargain for my son which was also a CP junper. As it was being delivered by Evri who are voted the worst delivery company for customer satisfaction, I thought I'll make it easy for them and have it delivered to a collection shop. After waiting 7 days and having to contact Frasers via chat, I was told my order was lost in transit, although it was scanned in at a delivery office but never out again. I received a full refund as the bargain jumper was now out of stock. Will order my jumper elsewhere from a company that respects it's own products and customers by using a better delivery company, preferably Royal Mail.
Since Frasers do not have any formal complaint procedure except their chat who don't help with diversion, lies and "is there anything else you need "
What a nightmare and waste of one hour
Subject: Formal Complaint – Incorrect Item Supplied & Misleading Product Listing
Dear Sir/Madam,
I am writing to raise a formal complaint regarding an incorrect item supplied and the handling of this matter by your customer service team.
I purchased a product advertised on your website as:
“SanDisk Extreme Portable SSD PS5 2TB Officially Licensed for PlayStation 5 Consoles and PCs.”
However, I was supplied with the 1TB version of the product instead of the advertised 2TB version.
Immediately upon receipt, I contacted your live chat support and provided clear evidence, including:
A photograph of the item received (showing 1TB capacity),
A screenshot of the product listing showing 2TB,
The direct product link from your website.
Despite this evidence, the agent repeatedly insisted that I had ordered incorrectly. During the nearly hour-long chat, the product page was removed from your website, which suggests the listing error was recognised. However, rather than acknowledging the mistake and resolving the issue, the agent refused to escalate the matter or provide an email contact and repeatedly attempted to close the chat.
Under the Consumer Rights Act 2015, goods must be:
As described,
Of satisfactory quality,
Fit for purpose.
The item supplied is clearly not as described. Furthermore, under the Consumer Protection from Unfair Trading Regulations 2008, misleading product descriptions may constitute a breach of consumer protection law.
I therefore formally request the following:
Confirmation that you will arrange return of the incorrect 1TB item at your cost.
Either:
Supply of the correctly advertised 2TB product at the price paid; or
A full refund without delay.
If this matter is not resolved promptly, I will consider escalating the issue via:
A formal complaint through your head office,
A Section 75 claim (if applicable),
A chargeback through my card provider,
Or referral to Trading Standards.
I trust this matter can now be resolved swiftly and professionally.
Yours faithfully,
Barry Order HOF50002002265160
Honestly I try to avoid Fraser’s online, I love the shop but their online service is terrible, ordered at the start of the week, paid premium next day delivery and still not got my stuff. Had an email to say delayed but useless as I need for tomorrow.
very very bad costmer services i paid £195 for bag which was looks big in picutres and when i got it its too small and i return it then they lie to me there are marks on it but send it to me back but there was nothing on they blood lie to costmers dont buy any thing from shit
I am never ordering from house of Fraser ever again. I’m shocked to have to pay £4.99 for a return when practically every other retailer in the world offers free returns. Ordering shoes or clothes obviously means fitting can be wrong. At least offer a free in store return.
Such a bad experience. I ordered a Gucci lipstick from them. The package came completely empty with one tiny black burlap bag. Reached out to them immediately with pictures but received no help (The parcel was dropped to my mailbox when I was not home hence I couldn't return it to driver then and there) . The team said their cameras show the product was packaged but can't share it with me. My package looks all fine and not torn which proves the product was in it???! They are not telling me to reach out to a third party. Probably one of the worst customer service I have seen. Read online, and this seems a common occurrence.
Excellent range of products and good delivery however having to pay delivery charge for returns is a bit of a kick in the teeth. £4.99 to return an item that I needed in a different size so had to pay another £4.99 to get that size delivered. Most companies offer free standard delivery on items over a certain amount which would be a nice touch from Frasers. Otherwise very happy with items I purchased and website was easy to navigate.
Hello. Everything's good so far. The last shipment of Boss 2XL pants is too small. Very strange according to the size chart. I previously bought two pairs of 2XL pants, and they fit well. One is a bit larger. But it's okay. Now I'm waiting for another order, which I placed at noon yesterday. Delivery is next day. I paid more for the service. Evri sent a message saying there won't be delivery today. Now I'm losing not only the higher payment I made when ordering, but I'm also losing tomorrow because I won't make any money because I have to wait another day for the package. Best regards. HOF50002002172330
A very much enjoyable online shopping experience. I can have a look but not buy.
Another time, there is an absolute steal.
Very reliable communication on status of order.
Fantastic shopping experience.
Good quality items on offer
Easy return service
Only criticism is when using the Fraser payment system for balances, money is deducted and the balance doesn’t always reflect payments made. It’s a bit of rip off I think.
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