France and Son Opiniões 449

I placed an order with France and Son on January 4th, only to discover later that the item was on backorder and wouldn't be shipped until sometime between February and March. Realizing the item was not right for my space, I decided to cancel the order on January 20th. Upon contacting customer service, I was assured by a representative that the order had not been shipped yet and that they would reach out to the supplier to cancel the order. However, a week later, I received the disheartening news that the item had been "processed for shipping," even though it had not actually been shipped. There was an entire week between when I requested the cancelation and the item had been processed to ship because the customer service representative at France and Son was unable to get a response from the vendor, Four Hands. To add to this, I was informed that a 30% restocking fee and shipping charges would be deducted if I choose to move ahead with the cancelation. Basic shipping was free and the item has not been delivered (I.e. there hasn't been any unboxing, etc) so why should I not receive a shipping refund? And a 30% restocking fee for an item that was never delivered?

As of March 4th and a lot of back and forth, I still haven't received any information about the status of my order, and despite my multiple attempts, they have been unwilling to refund my money. If I don't receive a response within the next couple days, I will filing complaint with ReportFraud.ftc.gov and/or other agencies as it is a fairly large sum of money.

I wish I read their other reviews before ordering. This has been an absolute nightmare.

I ordered a bathtub and was told 2-3 weeks. Two months later I asked to return the tub as I still didn't have it. I told them I had to buy another tub for remodel timeline. I then receive a docusign that I would be charged 899 for the return and I was only charged 399 for shipping to begin with. Their communications are poor and I would never order from this company again.

Only received one item out of my order and requested to cancel the other item, to which nobody answered me for months. It was five months before I got any kind of customer service, and only did anyone respond once I stated that I had charged back my purchase to my credit card as this charge was fraudulent because they had my money for five months and I didn't have any product yet. The 'customer service' representative then told me my light had fallen and been lost from a delivery truck, then threatened me if I didn't withdraw the charge with legal action. I repeatedly asked the customer service team to communicate with my credit card issuer to resolve the matter, and they refused, threatening me further and sending me invoices that I was advised not to pay by my credit card issuer. This company even went as far as threatening to send someone to my house to retrieve the item -- this was after I requested no contact until the company communicated with my bank and participated in the dispute and investigation. I keep getting emails late at night from someone named 'Wendy', with no phone number, no actual contact, and lots of threats. DO NOT order anything from this company.

Update in response to the store: As I requested in my emails, please send me an updated invoice so that I can pay for the item once my credit card issuer closes the investigation-as of this date (2/19/21) the store has not returned my card’s request for correspondence or documentation regarding the manner.

The one place where F&S seems to excel is inconsistency. There pricies are decent for what the product is, but the customer service is atrocious. Communication makes no sense and is abysmal. They do ZERO work to coordinate scheduling (this is abnormal for whiteglove delivery, given the nature of what it is, and the competition does it much more smoothly.).
The big problem is one of the products we ordered (5 total) was shipped completely wrong. OK, happens. Most companies would apologize and work on a remedy promptly, Not F&S. After much run around, they tell me they need 7-10 days to "investigate" the issue. Then, they tell me they will not replace, but rather refund and i can send the wrong product back. Except, they dont offer to refund the tax, or shipping. Now, i can go find somewhere else to get the product and buy it at a higher price (even from them it woudl be higher, as they gave me a discount based on volume) and begin the waiting and shipping process again.
yay!
I think i will not order from France & Son again. Too difficult.

We ordered a bench from France and Son. They then notified us that the bench was sold out and said it would be refunded. It has now been 8months and despite multiple phone calls and emails, they have not refunded the money. Every time we call, they just say the same thing, they'll do it and they never do. Absolutely not a trustworthy company and would NOT recommend!!!
Edited to add - the order was under my husband's name. Did they bother to contact me to ask before posting their reply below? No. I've since filed a complaint with the Bureau of Consumer Frauds through the Attorney General of New York.

I purchased a Hooker office chair so I knew what to expect on level of quality for the price. Very good, as expected. The chair took much longer than expected but it was ordered during the period of post CoVid supply chain issues so for this I give the benefit of the doubt. However they were extremely good and responsive about keeping me up to date on delivery as well as worked closely with me while I was away from home at time of delivery. Furthermore I had a warranty issue one year after delivery and they were extremely responsive and quick in getting replacement casters for my chair with everything done timely and according to the expectations set. Bel, Meghan and Cassidy are great to work with.

We got a good deal......but customer service could be better. I did an online quote, items and price were in the cart. I paid...then i kept getting emails saying items were still in my cart...days and weeks after i paid for the items. That's uncalled for not necessary. Constant emails from them, but nothing about my order. I didn't appreciate that. I paid $1,700 for these items, and they take about 2-3 months to get. NO problem, no rush. My beef with this place is that these items (4) total arrived on our front porch on 11/30/23 no tracking information nothing from them saying it shipped and was arriving this day, so they sat on our porch for 5 days because we were out of town. Then on Dec 6th we get an email saying it was shipping, WAIT!!! WHAT!! we already received them, this place is backwards on how they do things, there was no update nothing. I also want to add that they misspelled my last name. When i received the items my last name was incorrect on the fedex label. Then they don't send anything asking how was delivery, how is your item, nothing, They don't deserve 5 stars, just 3.

I am very satisfied with my purchase, very fast shipping! Delivery service is very efficient and fast, excellent quality products! Will definitely be ordering more from them in the future! I buy some nice furnitures for a friend, and the attention was excelent!

ALWAYS ON TOP OF EVERY ORDER SOLD AND GAVE ME WHITE-GLOVE SERVICE.

Delivery service is very efficient and fast, excellent quality products! Will definitely be ordering more from them in the future!

Excelente atención, simpática y amorosa, respuestas rápidas y eficientes, volvería a elegir

Received my order this week the furniture is beautiful looks so nice in my bedroom and service is outstanding would highly recommend.

Outrageous hidden fees, poor communication, multiple mistakes with order, lack of follow up. Overall: a horrible experience.

Got my chairs in about a week, love them so far. Quality seems nice.

Do not be fooled by France&Son. They will state an item is "in stock" and available for delivery within a few days. This is a 1000% scam. I ordered a product that had 9 left in stock. Waited a few weeks for an update on shipping or any correspondence (aside from BS promotional emails). I reached out to "customer service" and they said the product was discontinued by the manufacturer and can't get any more. I told them the item was in stock when ordered and the rep said they don't keep stock on hand. They did not hesitate in charging my credit card when the order was placed and held over $1100 of my money for several weeks and never attempted to contact me saying the item was discontinued or even offer a refund. I had to waste my time calling them, tracking the order and fighting for a refund. They kept pushing me to purchase another item instead of getting a refund, which obviously I refused. AVOID FRANCE&SON.

I placed an order on June 18th. I waited patiently checking the online status which continued to say order is in process shipping soon. I needed the piece for a remodel. When I finally received an email over 40 days after the order date telling me the order was on backorder and would ship sometime in mid-August I called to cancel because it would arrive too late. I was told that I was past the initial cancellation period of I think was 10 days from order. I explained that I would not have ever ordered it if I had known it was on backorder. Was told I had to email customer service to further respond which I did. After a slow reply back to me which only repeated their cancellation policy I argued my point further with customer service and also registered a dispute with my credit card company. Finally, customer service from F&S emailed that although against their policy I would be credited back my over $2,000 charge minus 10% which they would keep for the order process. I would proceed with GREAT CAUTION in doing business with this company. Lack of transparency with the order, very poor systems and customer service are in place. By the way I found the same piece of furniture on multiple other sites including Wayfair that could ship immediately so shop around and know who you are purchasing from!

Ordered a product they said was in stock on 7/25. Received an email that it had shipped and would be delivered on 8/9. On the 5th I received another email that the product did not make it on the delivery truck and it would be put it on the next truck. Then I heard nothing for days. So reached out to customer service and was told "oh sorry the product is not up to our standards and that was the last one" we don't know when it will be back in stock so we will give you a refund. Now a week later and I have not received a refund. I reached back out to customer service and they told me my refund was already processed. But no email confirmation of that and no refund has posted to my credit card. I had to contact my credit card company to get my money back. Don't buy from this company! They are a scam!

On April 8 and 9, 2022 I placed an order with France & Son for seven pieces of furniture – four chairs, a wooden screen, a dining table, and a sofa. I had previously ordered all the same pieces from a different online retailer (Burke Decor) but canceled my order and placed with France & Son because they promised me delivery within 4-6 weeks. Not a single item I purchased arrived within the promised delivery window. Four of the items were severely damaged. While my family and I empathize with the challenges presented by global supply chain shortages, France & Son’s lack of communication and professionalism has felt unfair, and at times, deceptive. After countless calls, emails, and much wasted time on my part, as well as one extremely rude sales manager (kirchsales), France & Son is threatening to withhold ~$1000 of my funds, for which I already signed a refund agreement.

Here is a breakdown of France & Son’s actions to date:

Two Laredo Chairs – Delivered on June 14, 2022 with additional delivery charges ($199). Chairs were damaged—paint scuffs and tattered raffia. I filed a claim the same day and was offered 10% off the sales price. France & Son did not pay me under my damage claim until October 5, 2022—four months after the claim was filed.
Haru Screen – Delivered on July 7, 2022 with additional delivery charges. In addition to delayed delivery, the screen was very damaged—wood chipped in several places. France & Son refused to collect delivery of the screen and offered me only a 25% discount. All claims were filed promptly. France & Son did not pay me under my damage claim until December 6, 2022—a full seven months after the claim was filed. This was only after countless follow-ups on my part and in contravention of their own policy that all refunds are processed within 10-14 business days.
Dylan Sofa – Delivered August 23, 2022. Three months outside of estimated delivery window. Was told several times, including in writing, that the sofa was in stock and would arrive within the delivery window by late May 2022.
Parra Dining Table – Delivered February 8, 2023. Was told several times, including in writing, that the table would arrive within the delivery window by early May 2022. In fact, it was delivered nine months outside of the delivery window after countless calls from me. At no point was customer service apologetic about the extreme delay and I was in no way compensated for the delay (or any other delays). All of this despite the fact that France & Son charged my credit card for the items on the day of purchase and not the day of shipping. Again, accounting for supply chain difficulties, this behavior is egregious and calls into question the credibility (and liquidity) of the operation.

Two Kamara Arm Chairs, The Open Issue – Delivered August 23, 2022, well outside the delivery window. We barely used either chair as we had still not received our dining table/the majority of our living room furniture. In February 2023, a few days after finally receiving the dining table, I sat in one chair and it broke immediately. We reached out to France & Son on the same day on February 12, 2023. After several months of following-up, France & Son agreed to pick up the chair and provide us with a refund so long as I agreed that “all communication regarding my order is private and [that I] will not publish it or refer to my case in any open forum.” Given that I had a completely unusable chair, I signed the agreement on June 14, 2023. The chair was picked-up on June 28, 2023 and I replaced it (at considerable cost) a few days later. At no point did France & Son offer to replace or repair the chair, even though it was well within a year of its delivery date. After coercing me to sign the aforementioned document and picking up the chair from me, France & Son is now refusing to refund me, claiming the chair is well outside its warranty period. I understand the manufacturer’s warranty for most furniture is within a year of delivery. Again, I contacted the company about the damage in February so I do not understand this line of reasoning. France & Son wants to return the damaged chair to me, for which I have absolutely no use. If France & Son had been upfront that they were not able to refund me for the damaged chair, I could have at least tried to repair it myself and not have the additional outlay of the replacement chair.

Given all the headaches and heartache France & Son has put me through, all I want is the promised refund for the chair they continue to have in their possession. I also intend to share my experience with TrustPilot and the consumer protection agencies in NY and DC, given I don’t think any customers should be treated as we have.

All supporting documentation available upon request.

We ordered a chair in early June for around $1000. After about a month, they emailed us and said they couldn't fulfill the order unless we bought another $1500 worth of merchandise! We canceled the order, and it took three weeks and three phone calls to get our refund. Looks like we're not the only ones to have them pull this trick. Really shady.