Fruugo UK (GB) - fruugo.co.uk Reviews 49,221

Can't believe this company after not recieving my item and raising a complaint this company wants me to roam the streets to investigate were the parcel was delivered not only do they want me to do this they also want me the customer to report it to the police they fail to grasp this lost parcel has nothing to do with the customer and is the responsibility of the merchant or courier to investigate not the customer.
Instead of following the correct procedure of arranging a redelivery or refund they want to put the onus on to the customer by sending emails with numerous consents attached i.e checking with neighbours, report to the police, police incident number .
Just a word of caution when in dispute with this company know you rights as a customer

Date of experience: January 13, 2025

Do not buy from this company, I ordered a parcel 6 weeks ago, and I still have not receded it you can not email them nore phone them i have lost out on my order will never order from them again

Date of experience: December 13, 2024

If I could give a zero I would. I have contacted you 3 times with no responses. The item I purchased is NOT as described, totally fake!!!

Date of experience: January 16, 2025

This site is very much like an experience with Shien. It's entirely dependent on the seller.
I used Fruugo for the first and last time a few weeks ago.

Firstly, I ordered an item and received something totally different. The item I thought I was buying was £50 retail, and I paid £65 (to clarify this was in aid of negating a ridiculous delivery fee from the manufacturer). I was sent a 3D pen that retails at $30

Needless to say, I will NEVER use this site as it is clearly riddled with scam sellers. They even tried to tell me "We have changed the packaging" rubbish, when I own a genuine version of the product, so I know this to be a complete and total lie. Will escelate with PayPal and never use this site again.

Edit: I have uploaded an image of what was received. I was meant to receive an MYNT3D Pro.

Date of experience: January 13, 2025

Do even think about dealing with this company emailed me with a tracking ref said dispatched 10th Jan 48 tracked rang Royal Mail not even in the mail system they are still processing the order. Scammers asking PayPal to deal with there underhanded practice.

Date of experience: January 16, 2025

Disappointed in my order. Placed an order for my sons suit. £11.99 postage from England which was ok. Received suit, was very poor quality so returned but had to post to China which cost £22.99. The actual suit only cost around £45. Completely gutted tbh. Waste of time and money

Date of experience: December 15, 2024

I am still waiting for contact from a customer care team member about an order from the 6/12/24, stating it was in transport via china. I tracked it using the tracking service that Frugo connects you with, once on this site it asks if you want it to be translated to English. When you request that option it does not work!
It was originally a Christmas present but that came and went but I continued to wait and would use it as a birthday gift for my partner on the 16/01/2025. Thinking that it would arrive after being ordered nearly 6 weeks ago and had been originally ordered for my partner in the first place.
I spent many hours trying to connect with somebody and then by not my own choice the order was cancelled!
I would not trust this company and plead others to be vigilant when purchasing products and especially ones that are meant as gifts!
I had seen an advert for the product I ordered online and was really looking forward to gifting this item.
I am been treated very poorly and I am extremely disappointed for many reasons.
If the money refunded back to myself or not, it is still not professional, honest or how any customer or potential buyers want to be treated.
It has waisted my time, money and efforts!

My advice to anyone is to not trust Frugo, it is not worth the risk and there plenty of other companies similar that will treat you far better as a consumer of goods with far better and reliable service.

I still have no clue where my item is or if ot was ever in transport to myself or just to take money goods from people, keeping in accounts to occur interest of God knows how many people across the world who order not receive them!

Disgusting behaviour!

Date of experience: December 06, 2024

Well , bought a pair of Santa boots on line from this company. Quite reasonably priced . Good communication about the progress of the delivery. They turned up and are better quality than I expected. Looking forward to using them at Christmas. Really set off my suit.

Date of experience: January 14, 2025

I ordered something on the 20th of December and it has not even been dispatched!! And cant get hold of anybody! Not happy!!

Date of experience: December 20, 2024

I made a purchase, returned it and have not received my refund. The 14-day period has passed and nothing.

Date of experience: December 29, 2024

Today I have made a purchase, the payment did not get smooth, however, I see in my bank account that 50% of the payment is reserved. I did not get a confirmation email. Please advise how to proceed.

Date of experience: January 13, 2025

I purchased a bluetooth earpiece. On arrival, packaging was cheap and flimsy, part missing that holds it in your ear and the sound quality was absolutely atrocious. Have emailed several times but they keep saying there is no text in my emails....clearly shows in my sent folder. Eventually offered me a replacement or refund. Again when i replied..3 times so far i think, they replied with no text in my email!
Now pursuing through paypal for refund. Would not recommend.

Date of experience: December 23, 2024

Previously Left a review. This is an update.
Tried to cancel my order several times with no response from retailer.
Following 1 star review I was immediately contacted via email. Not to refund or cancel the order, just to say they have contacted the retailer and will be back in touch when the retailer responds. Retailer responded, Fruugo haven't so far.
Retailer responded via email to my please CANCEL requests with "shipping takes 2 weeks"
Many times I've asked to cancel as quite frankly I can get the same item in the UK next day delivery for a slightly higher price. If you look up Fruugo it states registered office in London. No option at checkout to select shipping which in hindsight should have been a red flag.
So my item is not cancelled however I will persist.
When fruugo reply to these 1 star reviews to say someone will be in touch, it is exactly that. Someone gets in touch, but does not resolve the enquiry.
Getting in touch to cancel is impossible unless you leave a review, then you get a response but nothing actually done.
UPDATE in reply to Fruugo below. I am in contact. I keep getting the same replies. I want the order cancelling

Date of experience: January 13, 2025

Bought Armani watch for Christmas present. Had been worn just over a week when strap came apart at left hand side.
Emailed Fruugo who responded with what did I want to do. I said a replacement is fine and to send return address. Next, got notification that had been refunded to me! 🤔 contacted them and was advised another watch had been issued. Today I am in receipt of new watch and a full refund, without asking! Excellent customer service shown and will defo use company again. Go Fruugo!

Date of experience: January 11, 2025

Too expensive to return. Sent several messages to customer service but no response.

Date of experience: January 03, 2025

I ordered a pink truck and when it arrive it was blue! It’s took weeks to arrive which I understand as coming from China but to wait that long you’d expect the right toy to arrive. Really disappointed and so isn’t daughter. I will not be buying from this site again

Date of experience: January 11, 2025

Goods arrived bent and broken - cannot use will return

Date of experience: January 11, 2025

I ordered a Hatch alarm clock on the 9/12/24, today is 9/1/25 and I still haven’t received it! The shipping hasn’t been updated since the 11/12/24. Delivery was meant to be between 23/12/24 and the 31/12/24. I’ve tried raising an enquiry but the automated response keeps telling me the last expected date for delivery hasn’t passed when it clearly has! I’m really disappointed as was a Christmas present. I won’t be ordering from them again.
**UPDATE***
After placing this review I’m really pleased to say that Molly from the customer service team has got in touch and resolved the issue. Although I’m disappointed that my order has been lost in transit, I’m pleased that I’ve received a full refund.

Date of experience: January 09, 2025

Really disappointed.
Ordered a speaker for my son’s birthday a month ago!

Only just messaged today telling me that my order is cancelled due to a logistical issue. How can it take a month to tell me there is an issue with the product!

Date of experience: January 09, 2025

Order a pair of boots in a size 6. A 6.5 was delivered. First the company tried to blame me and refused to refund on the basis it was my fault. I had to send evidence to them of the original order to prove I had ordered a 6. They refused to send the correct size until I’d done the return. I’ve returned the item and Fruugo have now said they don’t have my size and to await a refund. They’ve had my money for over a week without actually acknowledging they are unable to fulfil the order.
Huge waste of my time and goodness knows how long till I get my money back, as they are refusing to refund until they receive the return.
Will never use this company again.

Date of experience: January 02, 2025