Frasers Plus Reviews 

Reply from Frasers Plus

Sep 22, 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.

Reply from Frasers Plus

Sep 22, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 30, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 15, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.

Reply from Frasers Plus

Sep 21, 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.