Frasers Plus Recenzje 

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Ash, thank you for taking the time to leave a review. We're sorry to hear that you've been so dissatisfied with your experience, particularly regarding the handling of your complaint and the communication you've received from us.

We understand how frustrating it can be when you feel your questions are not being answered directly or when the actions taken on your account do not appear to align with the information you have been provided. We appreciate that this can lead to a loss of confidence in both the complaints process and the service being provided.

We're concerned to hear these comments and would like the opportunity to investigate your experience further. If you haven't already done so, please contact our Customer Services team with your account details and complaint reference number so that we can review the correspondence and ensure any agreed actions have been applied correctly.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Adeil, thank you for taking the time to share your feedback. We're sorry to hear that you've been left dissatisfied with your experience.

We'd like to clarify that customers can choose from a range of available repayment plans after making a purchase, including interest-free options where eligible. The repayment plan selected for a purchase, along with any applicable interest and repayment information, is displayed within the app and account documentation.

If a customer chooses to repay their purchase early, interest is not charged on future periods that have not yet elapsed. We're therefore concerned to hear about your experience and would welcome the opportunity to review the details of your account and explain what occurred.

We're sorry that you feel our service was misleading and that you decided to close your account. If you would like us to investigate your concerns further, please contact our Customer Services team and we'll be happy to review the matter with you.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Hannibal, thank you for taking the time to leave a review. We're sorry to hear that you've been disappointed with your experience and that aspects of both the app and your account management have caused frustration.

We appreciate your feedback regarding the app and understand how important it is for customers to be able to clearly view their balance, payments and account activity. We're also sorry to hear of your concerns regarding your credit limit and the difficulty you experienced when trying to obtain a settlement figure.

Credit limits are subject to ongoing review and may increase or decrease based on a range of factors. While we're unable to discuss the specific reasons for changes to an individual account via Trustpilot, our Customer Services team would be happy to review this with you in more detail.

We're also disappointed to hear that you had to request a settlement figure multiple times and felt unable to get the information you needed to close your account. This is not the level of service we aim to provide, and we apologise for the inconvenience caused.

If you haven't already done so, please contact our Customer Services team with your account details so we can review your concerns fully and investigate what happened.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Joy, thank you for taking the time to leave a review. We're sorry to hear that your experience with our customer service has been so disappointing.

We understand how frustrating it can be when you feel you're unable to get the support or answers you need. Providing timely and helpful assistance is something we strive for, so it's concerning to hear that you've felt unsupported and that your interactions with us have not met your expectations.

We appreciate your feedback and would welcome the opportunity to understand more about what has gone wrong. If you're willing to contact our Customer Services team with details of your experience, we'll be happy to review your concerns and investigate further.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Stephen, thank you for taking the time to leave a review. We're sorry to hear that you're unhappy with your experience.

We'd like to clarify that when a payment is missed and an account falls into arrears, a late payment fee may be applied in line with the terms of the agreement. In these circumstances, purchases may also be automatically moved to a repayment plan that includes interest. This process is designed to help customers bring their account up to date and applies only when a payment has been missed.

We understand that receiving a fee and seeing changes made to your repayment plan can be frustrating, particularly if the payment was only made shortly after the due date. If you believe your account has not been handled correctly, please contact our Customer Services team so we can review the account and explain what has happened in more detail.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Tina, thank you for taking the time to share your feedback. We're sorry to hear that you're unhappy with your experience and appreciate the impact that financial concerns can have.

We'd like to reassure customers that the interest rate, repayment terms, and key account information were provided during the transition process from Studio Pay and within the credit agreement before an account is opened. Customers are also able to settle their balance early at any time should they wish to do so.

We're sorry to hear that you feel the account was not suitable for your circumstances and that it has caused you stress. If you have concerns about how the account was explained when it was opened, or believe the product may not have been suitable for you, please contact our Customer Services team so that we can investigate your concerns fully.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Lincoln, thank you for taking the time to leave a review. We're sorry to hear that you've been disappointed with your experience and that our service has left you feeling this way.

Providing a high standard of customer service is important to us, so it's concerning to hear that we have not met your expectations. We take comments such as these seriously and use customer feedback to help identify areas where improvements are needed.

We would welcome the opportunity to understand more about what has led to your experience. Please contact our Customer Services team with your account details so we can review your concerns and investigate the matter further.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Matt, thank you for taking the time to share your feedback. We're pleased to hear that you were able to take advantage of the 10% discount on your e-bike purchase, but we're sorry to learn that your experience with our customer service has left you disappointed.

We understand how frustrating it can be when you're waiting for rewards points to be added to your account, particularly when you've allowed extra time beyond the expected period. We also appreciate your comments regarding our messaging service and chatbot. Waiting longer than expected for a response is not the experience we aim to provide, and we're sorry for the inconvenience this has caused.

If your reward points are still missing, please contact our Customer Services team and we'll be happy to investigate this for you. Your feedback regarding both our response times and chatbot experience is valuable and helps us identify areas where we can improve our service.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Victorious, thank you for taking the time to share your feedback. We're sorry to hear that you're unhappy with your experience and understand the frustration this situation has caused.

We would like to reassure you that Frasers Plus does not reopen closed accounts or charge customers for balances that have already been paid in full. If a payment has been taken unexpectedly, or if you believe there has been an error on your account, we'd like the opportunity to investigate this further.

As we're unable to access or discuss account-specific information via Trustpilot, please contact our Customer Services team with your account details so we can review the account history, payments, and any recent transactions in full. We appreciate how concerning this must be and want to ensure any issues are thoroughly investigated and explained

Odpowiedź od Frasers Plus

22 wrz 2026

Hi Laurence, thank you for taking the time to leave a further review. We’re sorry to hear about your experience and understand how concerning it must be to feel that your credit file has been negatively impacted while you are still awaiting a response to your complaint.

We take concerns regarding credit reporting very seriously. If you believe information has been reported incorrectly, we would encourage you to contact our Customer Services team so that we can fully investigate your account and the information that has been shared with the credit reference agencies. Where an error is identified, appropriate steps will be taken to correct it.

We also apologise if you have been waiting longer than expected for a response to your complaint. This is not the level of service we aim to provide, and we appreciate how frustrating this situation must be. Please contact us directly with your complaint reference number and account details so we can review the status of your case and ensure it receives the attention it requires.

Odpowiedź od Frasers Plus

22 wrz 2026

Hi Mary, thank you for taking the time to leave a further review. We're sorry to hear that you remain dissatisfied with your experience.

We appreciate your clarification and understand that your concern is not that the refund was missing, but that you feel there was an unreasonable delay before the refunded funds were made available to you. We recognise how frustrating this can be, particularly when you are expecting those funds back as quickly as possible.

While refunds must go through a number of processing and verification steps before they can be released and reflected on an account, we understand that this does not lessen the inconvenience caused when the timescales do not meet your expectations. We are sorry that our previous response did not adequately address the point you were making and that it came across as dismissive of your concerns.

If you would like us to review the circumstances surrounding your refund in more detail, please contact our Customer Services team with your account information so we can investigate the timeline and provide a full explanation.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Clavish, thank you for taking the time to share your feedback. We're sorry to hear about your experience and appreciate the opportunity to provide some clarification.

Direct Debit payments are requested from banks 8 working days before the payment due date. Because of this, if a manual payment is made after the Direct Debit request has already been requested, unfortunately we are unable to stop the Direct Debit payment from being collected. This is due to the timescales involved in the Direct Debit process and is not something we can amend once the request has been sent to the bank.

If you believe a Direct Debit has been collected incorrectly, you may be able to request a Direct Debit chargeback directly through your bank under the Direct Debit Guarantee. We are also happy to review your account and discuss any refund that may be due.

We understand how frustrating this situation can be, particularly if it has impacted your finances, and we're sorry for any confusion caused. Please contact our Customer Service team via the in-app messaging service or online so we can investigate your specific circumstances further and provide any appropriate support.

Odpowiedź od Frasers Plus

30 wrz 2026

Hi Ade, thank you for taking the time to share your experience. We're sorry to hear about the concerns you've raised regarding both your purchase and the handling of your claim.

We understand the seriousness of allegations involving product authenticity, and we appreciate that this situation has caused significant frustration. We also recognise your concerns regarding the progress of your Section 75 claim and the communication you've received since submitting your dispute.

As we are unable to discuss account-specific matters via Trustpilot, we would ask that you contact our Customer Services team directly with your account details and any existing complaint reference numbers so that we can review the status of your case and ensure it is being handled appropriately. We appreciate that you have already provided supporting documentation and understand your desire for timely updates throughout the investigation process.

We're sorry that your experience has not met your expectations and appreciate you bringing these concerns to our attention. We would like the opportunity to investigate this further and provide you with an update on your case.