Frasers — Local services in Norwich

Feeling like I’m being discriminated against and specifically targeted as a mixed female in a predominantly white part of the UK.

I’ve shopped here many times now, both before & after the refurbishment and my family have spent thousands at Frasers (House Of Frasers) but feel that one security guard in particular has been following me around the shopping centre, a rather small man with dark hair usually stationed in the beauty/ womenswear department. I have previously noticed him following me in the store…even around the shopping centre, once all the way to the top floor to eat at Chopstix and sat on the table next to me (Some very strange behaviour). Other times I have been followed floor to floor in the store and my partner has noticed the same man following me around the beauty section uncomfortably close by. Well today after a shopping trip with the family and spending a few hundred pounds in Frasers, as we went to leave we were stopped by this same male security guard who wrongly accused me of stealing, without evidence (they had me on video walking away from the shelf with the item before going to try on some shoes) he said the value of this was £50-60, we spent much more on things in the store. I had been trying on some shoes of which we had purchased and had placed the item down on the chair, all in front of the member of staff helping me with the shoes, while also trying to keep track of a busy baby who’s recently started walking and wanted to run all around the place so as you can imagine I was quite preoccupied. As an anxious postpartum woman and someone with additional needs (invisible disability/ neurological condition) I’m often not the greatest at keeping track of things on the best of days. Today, a particularly bad day & being baby focused I had put the pillowcase down after changing my mind about it, not thinking it’s my job to restock the shelves of Frasers & being fixated on the western boots I’d fallen in love with. I had been considering buying a new pillowcase but we agreed to only get things in 2025 if we really needed them & we have plenty of silk pillowcases at home but these boots in the sale were an absolute bargain so definitely worth getting as a little treat, especially given the recent death in our family.

A shopping trip that was supposed to be a nice pick-me-up following a great loss turned into us being held up with our baby in a closing shopping centre & confronted. Threatening to call the police we took apart everything we had to prove we didn’t have this item, the security guard even asked to check for himself, which we agreed to & once I took my baby out was patting down the pushchair/ taking it apart as if there would be some kind of secret chamber. If I’d have been on my own with my little one I would have had a complete anxious breakdown/ panic attack (especially as she had just soiled her nappy so I felt the pressure of needing to change her asap), I feel that as a young mixed raced mother & both being unique stand-out dressers our family & myself in particular were targeted. We were held up, threatened to call the police, we obliged and allowed them to search all of our belongings, food shopping etc and they found nothing but still refused to let us leave. I was feeling so distraught & intimidated I actually offered to pay for the item but my partner thankfully stayed calm and spoke some sense that I shouldn’t be paying for something I hadn’t taken.

It’s not the first time I have felt followed, targeted and picked on in this store and by this same security guard as I’ve explained above & I’d appreciate someone from Frasers reaching out to speak about this and have this matter looked into. We have been long time customers of Frasers, even have an account with them so to feel targeted & picked on in this manner felt degrading, upsetting and has made me never want to shop here again- I’m afraid it will just be a cut through from the car park going forward as I would not want to give my money to a company that I feel prejudiced by, I hope no one else is made to...

I purchased a Coach purse for my niece’s 21st birthday from the Norwich Frasers store. On Friday 26th January, on the day of the sale the young lady serving me was most helpful to me and my sister who also purchased a Boss belt and a Coach purse/baglet for my niece too. Unfortunately my niece at her birthday party received a purse the same as the one I purchased for her from her grandparents. As that one came complete with a dust proof bag my niece was keen to keep that one. I said it’s not a problem, we will go to the city as a treat and I’ll get a refund and we can get you something else. When I got to the store Tuesday 30th (only 4 days later), I went to the same till and explained the situation to the lady at the counter, she said you can have an exchange or credit not but not a refund, I said this was not explained to me when I purchased the gift and more over it did not say that on my receipt. She then said to me that I should have known this as there’s signs throughout the store to say so. I said if I had have been told that you do not offer a refund I would never have purchased the purse from your company in the first place. The lady then was not helpful, and also rude. I felt embarrassed as my niece was with me at the time and she then felt bad herself that I had not got my money back for what was a lovely gift to her. Nor did I then have the funds to treat her that day as the purse cost £139. I left the store and then tried to contact customer services, I got an online chat, they spoke to me and apologised and said they would feedback my experience to the branch. Where does that leave me I asked? I then tried to call the store using each of the number options and each time it rings out and you get cut off. There is one which says if you know the extension number you require then dial that now but there is no way of getting that information? I am unhappy that I cannot speak to the store in relation to this, that I did not get a refund, in addition, I now have a credit note for a company that to be honest as it has some rude staff and offers no goodwill to their consumers and no means of communication that going forward I would not recommend this company nor shop there again myself...

I live very close to the shop and I go there to hunt for deals at least once a week (I spent 200£ every month in this store). However, almost every time I feel like I am racially/culturally/ethnically profiled. Every time I go to the fitting rooms try what I like, I am the only person asked to take my backpack and leave it "on the floor", while other people just going in with bigger bags. Every time I pick a few items to buy at least one of them is discounted on the label, but not discounted on their system. Very often fitting rooms are completely closed and the explanation is that they are short staffed. However today I had a very unpleasant situation. Like every time I go after work around 5:30 PM, while they close at 6:00 PM, I am very aware of that and every time I am trying to be as fast as possible. I liked a T-shirt and I started looking for a fitting room to try the T-shirt, since it looked a little smaller for me. Guess what, on 3 of the floors all fitting rooms were closed, but all the cashiers were working. I then went to one cashier and asked the lady if I could quickly try it and eventually buy it. She declined my request and then I agreed to buy it anyway with the option to return it tomorrow if it's not my size. She explained their weird policy that they cannot give me money back but a voucher. I got frustrated but bought it anyway. I went to another floor to try my luck with the fitting room again while asking politely just to try it, no luck. I then got home and tried the T-shirt and guess what,...