Freemans Recensioni 

Absolutely awful experience with Freemans.

My parents ordered me a waterproof jacket worth £220 for my birthday, but Freemans sent the completely wrong item, worth approximately £40–£60 instead.

We have repeatedly contacted customer services to get this resolved and have been messed around at every stage. Back in May, we were told that a courier would be arranged to collect the incorrect item and that the correct replacement had been sent out. We were also told we would receive tracking information. Neither the replacement nor any tracking information ever arrived.

We chased the issue again more recently, only to be told that they would not communicate with me because my father was the person who placed the order. My father has since emailed them to explicitly authorise them to communicate with me. Despite this being clearly stated in the same email thread, they have asked for the authorisation again - which again we gave and still nothing.

We were then told we would hear back within two days, but we are now well beyond that timeframe and, unsurprisingly, have heard absolutely nothing.

It has now been months since the original order, and we are still without the initial item that was paid for. The incorrect item is still unresolved, the promised replacement never arrived, and the customer service has been incredibly frustrating and inconsistent throughout. Though you could say they’ve been consistent in how awful they’ve been!

Absolutely shocking experience. I would not recommend Freemans based on how poorly this issue has been handled.

I am seething with this company. Even 1 star is ONE TOO MANY! I bought a flymo mower 1 month ago, delivered with no problem. Unfortunately, faulty on arrival and thats where the problems started and not resolved almost 1 month on. The call centre personnel are based in South Africa and are difficult to understand. There is poor empathy and fobbing off by “I have booked a collection” 4 times booked, waited for EVRi, with no shows. Collectively, 24 hours wasted for a service that should be otherwise straightforward. I have a whole collection of emails from Freemans.
I would never use this organisation ever again for my home shopping!!

Ordered a fridge freezer waited 5 days and they cancelled the order due to no stock
Ordered a different one waited 5 days and cancelled again
Rang to complain said its not their fault and they will not log the complaint
Absolutely disgusted how can they even run as a business
AVOID!!!!!!

Too late, I’ve paid £18 for a shirt I’m unlikely to receive, let alone return, the massive amount of complaints about Freemans show a company floundering with executives not bothering to take prompt action to sort their mess out and treat their customers with respect. Ann Steer CEO and Richard Hornby should be concerned but their website shows they’re very pleased with themselves….
“Freemans Grattan Holdings (FGH), part of the OTTO group, is based in West Yorkshire and home to a portfolio of well-known brands including Freemans, Grattan, Kaleidoscope, Swimwear365, Look Again, Bonprix, and Curvissa. Our extensive brand range enables us to offer a vast selection of products, from fabulous fashion to fantastic homeware, all at affordable prices.
Two of our brands have been around for over 100 years and continue to evolve, embracing technology to meet the demands of the modern market. We always place the customer at the heart of everything we do and are committed to continuously improving the customer experience.
With over 500 colleagues working across our Vicar Lane office, warehouse, and credit operation functions, we’re proud of the dedicated team that drives our success.
We have over 2 million active customers and we receive over 1.6 million visits to our websites each week. We deliver over 5 million products each year, helping us to stay connected to our customers and meet their needs with every order.
Our commitment to innovation, customer satisfaction, and product quality is at the core of everything we do.”

The last paragraph is sheer fantasy!

We purchased glasses from this company, Luigi Bormioli glasses from Italy. This company offer a 25 year guarantee.
One glass cracked right in the middle no knocks or drops, I was simply adding ice.
They are just over 18 months old. Freeman's totally dismissed our claim due to them to their '12 month guarantee' telling us to contact Luigi Bormioli despite our contract with Freeman's. However we did contact Luigi Bormioli who say they know nothing about Freeman's and do not sell to them consequently dismissing our claim.
If you are buying from Freeman's and that item offers anything over a 12 month guarantee I suggest you go to a reputable company like John Lewis who will honour recommended guarantees. I will also post this on the Luigi Bormioli website also. I did love my glasses and am therefore deeply disappointed to now only have 2 remaining out of the 4. Had I dropped them I would have happily replaced them. My confidence in both of these companies has been shattered. This daye is appropriate the second glass cracked today.
I have photos I would really have liked to show. Available if needed.

I ordered 2 pairs of boots and to return an item you need to go through live chat.
23minutes it took to be told they have to arrange the returns this way and I have to wait for an email from their returns dept to be able to proceed hopefully within 2 days.
What a ridiculous waste of everyone’s time. I won’t be ordering anything again.
It got so much worse, they didn’t send me any return info, so I rang and eventually arranged a collection.
The collection didn’t take the parcel as I didn’t have the correct label on it as the one that came with it wasn’t the right one and the one I got sent needed to be printed!! All the time the days are reducing from 14 down to 6 as the process is so insane.
I now have to ring a third time , I will NEVER buy from them again.

Wish I had read these reviews before I ordered from Freemans. The delivery time initially says standard 5 days once ordered gave a 12 day delivery time. If that wasn’t enough items never arrived when I rang told they would be with me in 2 days….no they weren’t my order NEVER arrived, no apology or any correspondence from them at all.
Requested to close account due to lack of trust & nonexistent customer care.
NOTICE no response to any of these reviews

7 days later and they’ve still not bothered to dispatch what I paid for. I asked for a refund and they claimed I would receive it once they’ve received the return of the order… the order hasn’t even left their warehouse?!

Absolute waste of time, someone made an account with my address, got through to. Foreign call centre who did absolutely nothing to sort my issue out

Extremely disappointing customer service – Freemans

This is honestly the worst online company I have ever dealt with. After 10 very long phone calls, my issue still wasn’t properly resolved, despite repeated promises that it would be.

I purchased a rattan garden chair from Freemans. The first chair was lost in transit, meaning I had to wait a further three weeks for a replacement. I then requested a refund of the £15 postage. I was initially given 15 pence! It took another four phone calls before I finally received the correct postage refund.

When the replacement chair arrived, it was missing nuts and bolts. I contacted Freemans again and was offered a 20% discount if I purchased the missing parts myself. After another two phone calls chasing this discount, I was told there was no record of either the missing parts or the 20% offer.

I was then told that Freemans did not offer discounts and that I would need to dismantle the chair, which had taken me half a day to assemble, in order to receive a full refund. They also refused to reimburse me for the replacement parts I had already purchased because, apparently, there was no record of that either.

I refused to dismantle the chair and explained that I would be sharing my experience on Google and Trustpilot. The matter was supposedly escalated to management and I was once again assured that the 20% discount had been approved.

It still never arrived.

I made yet more phone calls, with each advisor telling me that there were no notes on my account, despite the numerous previous conversations. On 5 August, I spoke to a lady called Ageelah for 36 minutes. She assured me that the 20% would be refunded to my account immediately, although she apparently did not have the authority to confirm this in writing.

No 20% refund appeared. Instead, 10% was applied to my Freemans account.

I contacted them again today for the final time, explaining that firstly, they had only applied half of what was agreed, and secondly, I have repeatedly made it clear that I have absolutely no intention of shopping with Freemans again because of the appalling customer service I have experienced.

Once again, I was told there were no notes on my account.

At this point, I have decided to cut my losses. The chair itself was not particularly good quality, but it is the shocking lack of communication, accountability and consistency that has been the most frustrating part of this entire experience.

A company should not require a customer to make 10+ lengthy phone calls to resolve a relatively simple issue, only to be repeatedly told that previous conversations and promises were never recorded.

Freemans, you should be utterly ashamed of the way this has been handled. I would strongly recommend that anyone considering ordering from Freemans thinks very carefully about the level of customer service they may receive if something goes wrong.

First time using Freemans. Paid for next day delivery , items did not turn up .
Delayed by 3 days.
I needed these items quickly. Not a very good start.
Will have to think hard about ordering from Freemans again .
Very cross customer .

I would not recommend this company at all. The purchasing process is fine though following that communication was zero. The estimated time scale for delivery of my rug was missed. There was no dispatch e-mail. They claimed that the rug would be delivered on a date where the tracking clearly stated the parcel was at the Evri hub. Responses are robotic and failed to use any type of basis logic. Would avoid and purchase elsewhere.

Extremely slow delivery, still waiting 12 days after ordering to be told items are” in the delivery network “ and very frustrating as items won’t be here in time for my holiday . Other companies can deliver within 3 days so unfortunately won’t be ordering from Freemans again

Won't be ordering again.
​I used to have positive experiences with Freemans, but recent orders have been a complete headache.
​The returns process has become unwieldy. My last packages did not include a returns label, which creates a huge inconvenience by forcing you to go through the hassle of downloading and printing labels yourself.
​My latest order has been the final straw. I was sent an item I didn't even order, the actual delivery is significantly delayed, and the despatch information is entirely incorrect, leaving me unsure if I will receive my original order at all.
​The sheer lack of convenience and worsening service mean I will not be using Freemans again. Very disappointing.

I have had numerous problems with Freemans. I moved house and despite changing address items still sent to old address. I was reluctant to buy from them again but thought things would be fine but no. I have an item to return but there was no returns label and instructions how to return. I tried for a home collection online but not available. After trying to speak with customer service, i gave up after 30 minute wait. Wouldnt order through them again !!!

This is the WORSE COMPANY FOR CUSTOMER SERVICE
I ordered a skirt that i never received and its been proved via the tracking and i still cannot get my money back .
Just spoke to yet again another ROBOT who keeps asking me to wait for them to look into it even though she said she can see i have never received my parcel

I accidentally missed my BNPL payment by a few hours and was really worried when I saw that £105.50 in deferred interest had been added to my account. I contacted Freemans customer services and explained what had happened.

The adviser was really understanding and took the time to listen to my circumstances. They agreed to remove the £105.50 deferred interest as a goodwill gesture and also explained that they would make sure the missed payment was dealt with appropriately regarding my credit file.

The issue was resolved quickly and professionally, and my account is now showing a £0 balance. I was honestly expecting to have to pay the additional charge, so I really appreciate the understanding and support I received.

Thank you to the customer service team for treating me with understanding rather than making me feel judged for an honest mistake.

My wife ordered a cardigan from Freemans but unfortunately she had put in our old address when she eventually got through to customer service and explained what had happened they said they would try to cancel the order ( can't see why they can't do it there and then) she then said to my wife if they can't do it she has lost her money and can't refund this.
Absolutely would never order from here again

Terrible service ordered a ring doorbell received a confirmation over 10 days later no order spoke to customer service who said my account was closed why process an order and close my account i had waited patiently all this time when i could have gone elsewhere the customer service couldnt be really bothered too.

I ordered a queen-size bed, which never arrived (Freemans blamed the supplier, but would not tell me who the supplier was). I canceled the order, and with fingers crossed, I ordered a different queen-size bed in the hope it was a different supplier. No such luck. The second bed did not arrive, so with a heavy heart I canceled the order.
Surprise! 2 weeks later BOTH beds arrived. One at 7am and the second at 11 am. Since then ONE bed has been returned, but months later I am still waiting for the other to be collected.
Freemans have added the payment for the bed to my account, leaving me with a balance of £394, and refuse to refund it until the 2nd bed is collected, even though the law states that my contract is with Freemans and Freemans are contracted with the supplier.