Frasers Reviews 112

Absolutely awful customer service with no way of speaking to someone apart from webchat and emails, who pass you around from pillar to post. To return anything you have to pay £4.99 which is diabolical, robbing people blind and then don't refund the full amount. My experience recently has really put me off buying from there again!

1 star because you can't go any lower.tried to purchase goods but Fraser plus just keeps saying address is wrong when clearly it isn't.seems to me they are not interested in you or your business.You can't contact them only on the chat bot which is a complete waste of time .How they are still in business is beyond me .

I've been reading the reviews on here which are pretty harsh - and I have to agree, it is not easy to find a way to get in touch with these people. The live chat is just a useless AI that cant really help with anything, but I did find an email address and received a reply quite promptly (even though it was not very helpful). So for communication I would definitely give zero stars. However, I have twice returned something I bought from Frasers, which on both occasions was easy to do and my money was refunded without having to chase it. Returns are paid for and not cheap either (£4.99, which you have to pay upfront rather than it being taken from your refunded amount). Think though if you ever get behind on payments with this organisation things will become very frustrating....

If I could give less I would diabolical company an app stay away account transfer from studio paid off but they keep adding money on these need closing down told them to close my account an keep adding extra saying have to pay that to close been doing this since early October told them to close again about 5th time

Scammers
My wife wanted to purchase a item which she did on my account, at the point of ordering she opted to pay in full on her card, this was acceptedand order sent out. However frasers never debited the card instead putting it on a 24 month plan when we noticed i paid the full amount however these con artists still charge the full interest despite paying in full, if you have a account beware or better still pay it up and close it there a far better and more honest companies out there

Been using this company for nearly a year' never spent anything over £100 pounds.

Easy to set up repayments despite what others are saying ( they take direct payments via bank which can be started via their app)

Comes in handy when i need it

1st time customer, issues with app. No response from customer service at all
Contacted them several times. Will i receive my order, will I be charged. Just want to cancel my request but so far 5 days later still no response.

Terrible terrible terrible. I made a payment on the 17th October it showed it didn’t work so made it again. It’s debited my account twice but not credited Fraser’s. Also made a purchase and they’ve charge interest even though it said it wouldn’t. Cannot contact any other way unless via the app and you get no response. I cannot wait up close the account and be done

Terrible company was transferred from studio interest is diabolical no way to get to talk to anyone bar the bot which is as helpful as trying to catch wind in a sieve.

these have been an absolute nightmare. It took me over 2 months and around a dozen emails to get the app to accept me(it said i already had an account when i downloaded it, and as id been transferred from Creation, a company I'd never had an issue with, i assumed it was because of that,) it wouldn't send me a reset password link in my emails and when i finally got the company to send me the link, it didn't work. Most of their emails said use the reset password button, even though ALL of my replies said it wasn't working. In September they didn't take my payment on the 22nd and didn't tell me till 3rd of October, when i paid it straight away. They then changed my payment date from the 22nd to the 3rd and won't let me change it. Ive had to purposely go overdrawn to get the payment sent back, just so they contact me soon to complain(only way to speak to someone, as their email system is useless snd their online chat is just a bot). Their payments are card bit direct debit and i had to have a new card a few months ago, i had trouble changing that, even though it was fkr the same account. One member of staff stupidly told me i needed to keep using the same card that id started with, even after id explained I'd washed it and it had stopped working and i needed a replacement. Then, i had to pay direct from the site for a couple of months before they would accept it. These are terrible, and if you're being moved to them, like i was, try to fight it. Ive only been with them for 5 or 6 months and only had 1 payment that went out on the right date

Opened the account
Tried to use it several times
It never worked
Tried to contact them
You can only use the live chat
They said check my credit limit
I said I’ve never used it
Then all it said was
Was this helpful
No no no
Then took 32 minutes to wait for someone to close my account
Avoid at all costs
Zero stars

Seemed like a good app at first. Then the goalposts for repayment changed and had the pleasure of being lied to on the phone, purely to take extra cash as interest from my repayments. Still waiting on a response regarding this issue but more than sure that liability will be denied! Avoid this company if you haven’t already created an account.

I closed my account with this company back in October 2025. Paid all the installments back.
Been told now it takes up to 6 weeks for them to inform my credit score company that the account is settled and closed.
WHY does it take this long? They have updated my credit score, but not closed it. As far as I can make out, their call centre is based in South America.
Please STAY CLEAR of this company, it's not worth the stress.

UPDATE (reference 1032427)
Today (10/12/25), I received a reply from Frazers Plus. After I had raised a complaint about how long it is taking for them to completely close my account and update my credit file. They have replied saying that the account has not been paid in full, so it cannot be closed. How is that because they issued a refund to me for an overpayment I had made on 30/10/25. They asked me to use their "chatbot" to file a complaint if I was still not happy. Well, I can't because this part of my account is closed now. I can only say that it appears that "Frazers Plus" are totally incompetent and I will now be contacting the Financial Ombudsman for a better result

Never use Frazer Plus !! we did occur one late fee £12 as presumed they were similar to Klarna who are brilliant who take the payment automatically . After that I paid off the full balance early but they again charged another £12 late fee 😡 It’s impossible to contact them, & if you want to close your account they take weeks to approve it JOKE !!!!

My Studio account was switched to FrasersPlus automatically so had no option but pay Studio through this company. I paid my balance in full, same month as items was received, to find they set me up on a 36 month payment plan, which I did not ask for. The balance was not cleared and was asked to pay the interest!! Even though I paid in full. There is no human contact to call and discuss it’s all automated. I had to pay more money to close my account, on top of my purchase, due to incurring interest that they set up. Totally appalling way to treat customers. I have now closed my account with Studio which is a shame and closed the account with FrasersPlus-that I had no option with. Please do not get involved with this company, stay clear and if you go onto their app, make sure you have been set up appropriately as it is not clear with what you have paid and what has been processed.

Terrible unhelpful service which has caused me a heavy 150£ debt because they are linked to unauthorised websites and then they can’t even be asked to help you. It’s terrible. Never use

Emailed 4 weeks ago to say I had paid 1 bill twice by accident and what do to next...
Literally zero response, I might Aswell not have bothered!! Poor poor poor customer service

The app is quite complex to use, there is zero useful customer service and getting actual help is nigh impossible. The app is designed to take payments from you and nothing else. I'd advise anyone thinking of using it to go elsewhere. If you read this know you're going to have a troubled time.

I contacted them a few months ago about a delivery charge. Agent gave me wrong information saying they will take out £3 every month.
I still kept getting texts off them. I called them months later about the message I was getting from then the Agent was Pakistani man extremely rude. I told him what the other guy says and he goes I made it up cus they don’t set up direct debit. He was shouting saying I was interrupting him. In the end I told him to stick the account up his a.rse!!!!

Customer service is non existent. 3 requests to close account and an outstanding refund and they don’t want to talk to you.