Frasers Plus Recenzje 

Odpowiedź od Frasers Plus

21 wrz 2026

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

We understand that issues with your account or service can be frustrating, and we'd like the opportunity to better understand what has happened. Customer feedback is important to us, and we are committed to providing support and resolving concerns wherever possible.

If you'd like us to investigate your experience further, please contact our Customer Service team through the in-app messaging service or online with more details. We'll be happy to review your concerns and see how we can help.

Odpowiedź od Frasers Plus

15 wrz 2026

Hi Jack, thank you for taking the time to share your feedback. We're sorry to hear that you were unhappy with the changes made to your payment plan.

We'd like to clarify that purchases are only automatically replanned when a scheduled payment is missed and the account falls into arrears. This process is outlined in our Terms & Conditions and is designed to help customers bring their account back up to date by spreading the outstanding balance over a longer period. As part of this replan, interest may be applied in line with the account agreement.

We appreciate that this may have been unexpected, particularly if you had anticipated your balance being cleared within the original three-month arrangement. We'd be happy to review your account and explain exactly what happened in this instance. Please contact our customer service team via the app or website, and we'll look into this for you.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi David, thank you for taking the time to leave a review. We're sorry to hear that you've found the account closure process frustrating.

For security purposes, we may occasionally ask customers to confirm certain account information, even if they are contacting us from a registered email address. We appreciate that this can feel repetitive, but these checks are in place to help protect your account and personal information.

We're pleased to hear that your balance has been cleared, but we're sorry that your experience of trying to close the account has not met your expectations. We understand how frustrating it can be when you're looking for a straightforward resolution.

If you still wish to close your account, please reply to the most recent communication from our team or contact Customer Services again, and we'll be happy to review the status of your request and help progress it as quickly as possible.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Kamran, thank you for taking the time to share your feedback. We're sorry to hear that you were unhappy with your experience and would like to clarify how our repayment plans operate.

We will only ever automatically replan a customer's payment plan if a payment has been missed and the account has fallen into arrears. This process is designed to help reduce the arrears balance and support customers in bringing their account back up to date. Once the account is no longer in arrears, customers are free to select a repayment plan that best suits their needs.

Please also be aware that a £12.00 missed payment fee may be applied when a payment is not made by the due date. Information regarding missed payments, fees, and the replanning process is clearly outlined within our Terms & Conditions and FAQs.

We appreciate that unexpected changes to a payment plan can be frustrating, and we're sorry if this was not fully understood. If you would like us to review your account and discuss your specific circumstances, please contact our Customer Service team via the app or online and we'll be happy to help.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Woody, thank you for taking the time to leave a review. We're sorry to hear that you're unhappy with your experience and appreciate the opportunity to clarify how our repayment plans work.

We will only ever automatically replan a customer's payment plan if a payment has been missed and the account has fallen into arrears. This is designed to help reduce the arrears balance and support customers in bringing their account back up to date. Once the account is no longer in arrears, customers can choose and switch to a repayment plan that best suits their circumstances.

A £12.00 missed payment fee may also be applied when a payment is not made by the due date. Information about missed payments, arrears, fees, and how repayment plans operate is outlined within our Terms & Conditions and FAQs.

We're sorry to hear that you've raised a concern and feel that it has not been addressed. We'd like the opportunity to review this further and discuss your specific circumstances. Please contact our Customer Service team via the app or online, and we'll be happy to investigate this for you.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Anetta, thank you for taking the time to share your feedback. We're sorry to hear about the frustration and inconvenience this situation has caused.

We understand how concerning it can be to be charged for an item that you believe was not received, particularly when the matter has been ongoing for some time. We appreciate that you have already provided information in support of your claim and that you were expecting a quicker resolution.

Investigations relating to missing items often require us to work with the retailer and courier to establish what happened to the order before a final outcome can be reached. We appreciate that having to repeat information or communicate with multiple agents can be frustrating, and we're sorry if this has impacted your experience.

We would like the opportunity to review the status of your case and ensure it is being progressed appropriately. Please contact our Customer Service team via the app or online with your account details, and we will be happy to investigate your concerns further and provide an update where possible.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Molly, thank you for taking the time to leave a review. We're sorry to hear about your experience and understand how frustrating it can be when you're seeking assistance and feel that your concerns are not progressing.

We aim to request any additional information required to investigate a dispute as quickly as possible, and we're sorry if our communications were unclear or did not explain what was needed. We appreciate that receiving repeated requests without clear guidance can be frustrating.

We'd also like to reassure you that disputes are reviewed in line with our processes and the evidence available to us. Where additional information is required, this is to help ensure a fair and thorough assessment of the case.

We're sorry that you feel your concerns have not been resolved and that you are considering escalating the matter further. We would welcome the opportunity to review your experience and provide an update on your case. Please contact our Customer Service team via the app or online so we can investigate your concerns in more detail.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Sunil, thank you for taking the time to share your feedback. We're sorry to hear that you were left feeling this way following your application experience.

When applying for a Frasers Plus account, customers are presented with information about the product, including that it is a credit account and that a credit assessment will be completed as part of the application process. We appreciate, however, that your experience in-store has left you concerned about how the account was explained to you.

If you believe the account was mis-sold or that the application process was not properly explained, please contact our Customer Service team via the app or online so that we can investigate your concerns fully. We take allegations of mis-selling seriously and would welcome the opportunity to review what happened.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Paul, thank you for taking the time to leave a review. We're sorry to hear about the difficulties you've experienced accessing your account and the frustration this has caused.

If you no longer have access to the mobile number registered on your account, this will need to be updated before you'll be able to log back into the app. We appreciate that you have already contacted us regarding this and we're sorry if you feel your concerns have not been resolved as quickly as expected.

We understand how frustrating it can be when you're trying to manage or close your account but are unable to access it. Please be assured that our team can assist with updating your details and discuss the available payment options for settling your balance. If you've been advised that further information or documentation is required, this may be necessary to verify your identity and protect the security of your account.

We'd like the opportunity to review your experience and the interactions you've had with our team. Please contact our Customer Service team again via the available channels so we can investigate this further and help progress your request.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Kb, thank you for taking the time to leave a review. We're sorry to hear about the experience you've described and understand how frustrating it must be to be waiting for information about an order while also struggling to get a response.

As Frasers Plus provides the payment facility, we rely on the retailer to process and fulfil orders. If an order remains pending or you have not received confirmation details, this can understandably cause concern, particularly where next day delivery was expected.

We're also sorry to hear that you've been unable to obtain an update through our support channels. We appreciate how disappointing this can be when you're simply looking for clarification or wish to discuss cancellation options.

Please contact our Customer Service team again via the app or online so we can review the status of the transaction and investigate what information is available regarding your order. We'll be happy to look into this further and provide any assistance we can.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Mark, thank you for taking the time to leave a review. We're sorry to hear about your experience and understand how frustrating it can be when you're waiting for a refund update after returning items.

Refunds can only be processed once the returned items have been received and the retailer has completed their verification process. We appreciate that you have provided proof of delivery and understand your concerns regarding the time taken to resolve the matter.

We're also sorry to hear that you feel your emails have gone unanswered. We recognise how important clear communication is, particularly when you're seeking an update on a refund, and we apologise for any frustration this has caused.

We'd like the opportunity to review your case and the current status of the refund. Please contact our Customer Service team via the app or online so we can investigate this further and provide an update on your account.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Frank, thank you for taking the time to leave a review. We're sorry to hear that you're unhappy with your experience and would like to clarify how missed payments are handled.

We do not change customers' repayment plans to generate interest. A repayment plan will only be automatically changed if a payment is missed and the account falls into arrears. This is designed to help reduce the arrears balance and support customers in bringing their account back up to date.

A £12 missed payment fee may also be applied when a payment is not made by the due date. Where a payment has been made, we would encourage you to contact us so we can review the timing of the payment and investigate any concerns regarding how it was applied to your account.

Information regarding missed payments, arrears, fees, and repayment plans is available within our Terms & Conditions and FAQs. Once an account is no longer in arrears, customers can choose a repayment plan that best suits their needs.

We're sorry that your experience has left you feeling this way. If you would like us to investigate your specific circumstances, please contact our Customer Service team via the app or online.

Odpowiedź od Frasers Plus

21 wrz 2026

Hi Michael, thank you for taking the time to leave a review. We're pleased to hear that you find the app easy to use and that you've found the flexibility of our payment plans beneficial.

We appreciate your feedback regarding repayment plan selection. We understand that different customers have different preferences when it comes to managing their repayments, and it's helpful to hear your views on how these options are presented. It's great to hear that the 3-month plan works well for you.

We're sorry, however, to hear about the confusion you've experienced when trying to use promotional offers in-store. We understand how frustrating it can be when an offer doesn't apply as expected and you're then directed between different teams while trying to resolve the issue. We recognise the importance of providing a seamless experience and appreciate you taking the time to highlight this.

Your comments regarding promotional offers and how they are linked to purchases will be shared with the relevant teams for consideration as we continue to improve our customer experience.