France And Son Reviews

I was very concerned about the bad reviews, so I chatted with a customer service rep to make sure the table was in stock, and only placed my order after I got the confirmation. I got a tracking number, but two weeks later nothing happened. When contacted them again, they said the item might be back ordered! I asked to cancel my order, and they said I’ve to fill out a form for that and takes another 24 hours. I never got a confirmation on that either. I contacted them again after 2 days, and they said their system originally showed the item in stock, but they could not find it in their “multiple” warehouses!!! Go figure. Customer service people are super nice to you before you make your order, give you discounts and all, but you’re ghosted the moment the card is charged. If they do not return my money in time, I would’ve to go through the CC company and make a charge back.

By the way, read the return and cancellation policy closely. If not requested the same day as the order is made, there can be a 5% penalty fee!!!

This is the worst experience I've ever had ordering furniture, the nightmare just never ended. The timeline for the item I ordered was listed as 3-7 business days. 2 weeks after I placed the order, it still listed that timeline (which had clearly come and gone at this point). Getting ahold of the company was extremely hard - the phone has no place to leave a voicemail and no one answers, the chat function tells you to email customer service but no one responds to those emails.

We were finally told that the item shipped 4 weeks after we ordered it and one week after that we finally got tracking information which clearly stated that it had not shipped when we were told but in fact a week later. When the table finally arrived the delivery driver tore cable wires off our house - taking some siding with it. The delivery company, Daylight Transport, said they contract out to private drivers so the damage to our house was not their problem. The private driver has of course not paid for damages and we let the company know as well and of course, as with all other communications with them - no response. Do yourself a favor, don't buy anything from them!

Ordered a table from this company and after not receiving shipping information I emailed and called asking them to send me something this table has shipped. It was never provided and then the shipping company calls to tell me they are delivering on a certain day. The table was dropped off in the back alley and the driver notified me of where it was left and then he left. After unwrapping the exterior layer I discovered the marble table was cracked though it was still in the original wooden crate. There was no damage to the wooden crate. I called this company immediately and sent them pictures and they tell me they are not responsible because I took receipt of it. Was I supposed to uncrate the entire table in the back alley before the driver left in order to ensure nothing was broken? Needless to say they nor the shipping company will admit fault and I’m out 1750 bucks while hopefully waiting for my card company to resolve it. I will never buy from this company again nor should anyone else. By the way, the table is still boxed up in the original crate, sitting in my living room just as I received it.

Terrible, terrible quality. Non-existent customer service. If you have to make a return, you will pay THEM for the option. Horrendous. Cheap, poor quality. Lamps fall apart.

I purchased a $1030. 00 mid-century table from F&S in September. I attempted to get eta on delivery and I was told it was on schedule and was leaving a warehouse soon and I'd get a notice. It's now been almost a month and no communication from F&S. Today I called to speak with a live person, Alexis who told me that my item was out of stock when I purchased it and they should get it around Nov? I said Nov? Alexis responded that it's October now so not much longer if a wait. Like I'm smart enough to be able to afford a $1000 table but I'm not smart enough to know it's the month of October. Very snarky and immature responses from customer service and no one else to speak to. Didn't apologize or anything. I was appalled.
I will never purchase an item from this store again. Be very careful buying as they're selling items they don't even really have and they don't seem to care that their customers are not satisfied. Requesting a manager to call me and update me. Total unprofessional company.

My order did eventually arrive, but it took what felt like an eternity because communication from the company was very poor. I had to keep sending messages requesting the status, and it took about 48 hours each time to get a reply. The replies always contained some vague misdirection of the truth about the status, like "Your item is being prepared for shipping," which sounds like it's being prepared for sending to ME when it was actually being prepared by a third party for shipping to THEM--they weren't even in possession of the item for another three weeks. When I *finally* got indication that my rug was on its way to ME, it sat for several days with the FedEx status "A label has been created...you will get updates when the package begins to travel." A week after initial notification of shipping, it finally began to move. I have a feeling that the woman simply created a shipping label to shut me up; they didn't actually ship it for several more days.

When the rug finally arrived, it had been rolled and put in a cheap plastic bag. Even though it was rolled on the short side, because it was a 9x12 rug, that means it was shipped as a nine-foot-long tube. This was really unexpected and rather stupid since it was a dhurrie (flat-weave) and could have easily been folded into a box. The plastic bag was covered with abraded holes and I expected the rug to be damaged, but it wasn't. It did stink like mold and mothballs, though, as if it had spent many months (years?) in a warehouse in India where it was made. It's always risky to buy a rug online, and I really wish I'd been able to touch it and smell it before ordering. I think it was terribly overpriced.

Furniture, rugs, and other larger home furnishings have historically taken quite some time to arrive. Sometimes they're made to order; sometimes they come from foreign countries and have to be shipped over oceans. It takes time, and I get that. But when communication is this bad and the customer is kept in the dark unless they make a racket and demand answers(or are told disingenuous and misleading statements), customers start to wonder if they'll ever get the item, if they'll have to go ten rounds with the company to get their money back, or if they'll have to involve their bank for a chargeback for items never received. Customer service makes ALL the difference, and France & Sons is wholly lacking. At one point I even wondered if they were going out of business. It's extremely unlikely I'd use them again.

Tried to return some furniture that actually took months to get and then was sent the wrong one and after waiting weeks for the to file a claim with the manufacturer they are now charging me hundreds of dollars to return this furniture that is their mistake. Don't ever use this place! If there is a problem with the order you will have to pay big. Even if it isn't your fault.

Guys i never write a review but this horrible experience has led me to write this one. I wish i would have read all the reviews before i made my purchase. Now i am seeking legal advice for this matter. I ordered a sectional from the site. Some how it was a duplicate order, no problem i denied the second order cause why would i have two of the same thing. Let alone have the room. Well not only did they charge me for the second order which i did not even go through finalizing. It was there error, they are trying to make me pay for the restock fee on a product that they mistakenly sent to me. This is the worst experience buying furniture from a business. Please please please dont use this company. They will scam you one way or another. Its not worth it, i hope this helps. But learn from me

Omg horrible this company does not know customer service at ALL!!!! Sam picked up my call and was VERY rude it was a nightmare!!!! omg please don't purchase from this site!!! They even have a cancellation fee!!'

They lowered the price on an item shown by other sellers as out of stock then tried to get me to switch to another item, claiming a restock lead time of nearly 4 months.

It took multiple days just to get an agreement to cancel the order, and four days later I still have not received a refund. It's as if they hope the bait and switch will work and if it doesn't they look to the customer's credit card order as a short term loan.

I ordered an expensive mirror over a week ago from this place. I paid extra for shipping because they didn't ahve local delivery. I followed up asking when it would ship. Come to find out this item is NOT in stock and they just didn't even check. Good thing I followed up. DO NOT ORDER FROM HERE

I ordered some brown leather stools that look way lighter online, so clearly they don't work. I contacted the company via email and they told me yes I can return them and $650 will be deducted from my original purchase amount of 1070. I called the number online and they said you can't talk on the phone to returns, only to sales. What a nightmare....u want the proof I've attached the email

I ordered a wooden bench from this company that is defective. The seat of the bench is ½ inch higher in the front. It looks horrible and cheap. I sent photos with the measurements and I'm been told that this is a remorse return and that I will have to pay the shipping. Franceandson will not return my money, only replace the defective bench. Read their "scam" return policy very carefully. It does say that damaged good must be replaced with another item but it does not say defective. The bench I purchased wasn't damaged, it was built with incorrect specs.

I purchased 2 hanging lights from France and Son for 200.00 with "free shipping and free returns". Sounds great right?

Several days later I tried to return the lights only to be told they charge 75.00 for the return shipping as well as ANOTHER 75.00 because they take away the initial free shipping if you end up returning the items.

So now I have two lights that don't fit which I bought for 200.00 and will need to pay 150.00 if I want to return them. How is that "free shipping and free returns"?! These guys are running a scam.

I spoke with costumer service via email and again via a phone call and they wouldn't budge on this.

I order finishes from many stores and nothing like this scam has ever been run on me before.

There are so many great stores out there that don't need to screw you over; I highly suggest you shop elsewhere.

I bought four chairs for our dining room about 3 years ago. After just over two years they started to get slightly wobbly from only light use. One in particular seemed to be separating at the seams from where the glue was not holding. Then recently yet another one of four collapsed under someone who weighs under 200 lbs. I spoke to customer service only to be told the chairs were out of warranty. So not only is the product sub standard but service is no better. If you want cheap don't go here, go to Ikea. If you want good don't go here, go anywhere else including Ikea, Stay away from this place,

They list items in stock and then say they aren't in stock after weeks of waiting. Shipped damage product and then won't issue credit once the item is returned to them. They did this twice on the same product; fedx noted the product was damaged during shipping and wrote it up. I was purchasing a very expensive tub for my project.

My feeling is this company is as bad as they come. If you see a unique item be very careful as its probably not actually in stock and they will live off your credit card float as long as they can.

Customer service is awful. They would respond to a return request for months. Finally when they did, they shipped another damaged product.

I have never done an online review. In this case I had to, these guys are a sham.

I am an interior designer and ordered a table for a client. I waited 5 hours for it to arrive and I had paid white glove delivery. They sent it Fed Ex. The table was damaged so I called the store and the owner said to reject delivery, so I did. They refuse to take the table back and I've spent another 2 hours trying to fix the situation. Poor service, poor quality and the table is still not returned.

I've spent the last 60 days trying to receive the functional lamp for which I paid almost $300. They two replacement parts that contain the same defect as the original. It takes days for them to respond to my questions and they usually only respond after I follow-up. I should be able to get a full refund, but because of an unconscionable return policy (even when the product is damaged!) I am stuck and out a fair amount of money.

I was hoping to exchange a product that absolutely did not work in our home (emphasis added on exchange, no refund requested), but since it was outside of the 30 day "parameter", they refused to make any accommodations.

I fully understand that I was outside of the policy, but customer service and good business is all about accommodating people whenever possible and not implementing inhospitable, inflexible policies.

The item I had was still and stock and in mint condition, and I can't imagine that allowing an exchange would have made any difference to F & S.

On the other hand, the product that I ordered was fabulous! Also, the customer service rep did respond very quickly to tell me that I could not return my product.

In the real world when you return something you expect a full refund. Especially something you never received or saw. There (Frances and Sons) policy was not stated nor clearly visible on their website. I cancelled an order literally within 24 hours of the online purchase. I explained to the rep (from the company) that reached out to me that I thought I was buying a table not a table top. Not once did she say I was going to be charged a cancellation fee. I didn't find out until 2 months later! This company is trying to make a dollar anyway they can and I don't appreciate it.

BBB RATING: F

I wish I had looked up reviews before dealing with this nightmare of a company. Now, following a nearly 4 month saga after ordering a chandelier (how is that a thing? I've furnished an entire house ordering online and never had these issues -- it's unbelievable), I have resorted to a BBB complaint to try and get a refund.

Long story short: I ordered an "in stock" item. It was not in stock despite the website always saying it was. It finally shipped 3+ months after I ordered it (and my credit card had been charged). When it arrived, it was damaged almost beyond recognition. I sent many, many photos and am now getting the run around about getting a refund. Since it arrived, I have emailed 4 times, called 3 times and each time I hear a "Yes, of course, we will get this resolved for you right away. I will be back in touch with you today." And then, of course, nothing. It's pathetic. When I ask to speak with a supervisor - or someone who can resolve it *right now,* I'm told that no one is available and the supervisor can't be reached at this time. Mid-afternoon on a weekday.

This place makes me YEARN for customer service of companies like like Comcast, AT&T, etc.

I don't normally write reviews, but I felt compelled today. I bought a coffee table through France&Son and realized after about 5 months that the gold on the frame of the table was wearing off. I reached out to the company and told them I would happily send the item back, but I wanted my money back. The coffee table was $1000 and the quality of the item is something I would expect from Walmart. For the next long month, I went back and forth with the company (probably 20 emails exchanged) in which they proceeded to tell me they couldn't refund me, they had to have the supplier do it (taking no responsibility). At one point they reached out to me and told me finally that the supplier would not refund me unless I "destroyed or donated" the item. This concept of them dictating to me what I needed to do to get my money back for a crap product enraged me, but I was nonetheless willing to donate it. A week later, literally the day I loaded up the coffee table to take to Goodwill, I got an email that the supplier would actually only refund $250 for the donation. After 30 days of back and forth, I sent the following email and here is there final response...

My note:
I need a response on this. It's been drug out long enough. I care very little about what the supplier wants to do here. What are YOU going to do to make this right? I bought this from you, not them.
Thanks

The Supervisors response:
Hello Clarice,
We can not do anything without vendor approval outside of our 30 day window. Thank you and have a great day.
France and Son Supervisor

Then they closed my ticket I've never been treated so poorly by a company before. Don't use them.

Ordered 2 lights (sconce and ceiling fixture). Arrived on time and intact. Upon installation, we found the sconce upper light to be too long and heavy to be supported by the anchors France and son provided. We then went to Home Depot and bought new larger anchors and reinstalled. Still no luck, the light was not able to be mounted flush and too heavy to be supported. When we reached out to the company, we were directed to email (no installation support via phone) and 2 days later were told (by email) that we must not be installing properly and that the light was fine. I tried contacting the company by phone but was never able to speak to anyone directly about the problem. We have had to hire an electrician who also told us that the light can not hang as pictured on France and son website since it is not properly designed. We have tried to once again speak to someone at France and son but our emails have now gone unanswered. Very poor customer service and poor product for the expensive price tag. My advice is to think twice before buying as you are on your own once product is purchased. They supplied us a return shipping but charging $150 for return shipping on a defective light fixture. Will never use or recommend this company. Also filed complaint with BBB.

Stay away! I ordered two lamps from this place. One arrived broken (both are just SO cheap looking and poor quality products). Unfortunately their customer service is horrendous, and you can't even return a broken lamp - you are stuck with it. I suspect that is their policy because they send out a lot of damaged goods. Instead of letting me return the broken lamp they told me to throw it away (so wasteful) and sent me another cheap lamp 3 weeks later (which was missing a piece). I suspect each product cost them $10 to make (they charged $200 per lamp) and they spend their money on advertising and retargeting ads instead. Both lamps make strange cracking noises. Save yourself the effort and money and shop elsewhere, especially because you can actually get a perfectly good lamp for the prices they charge.

I ordered a side table, we placed it on my brand new rug and then noticed a reddish stain appear on the rug after. When we moved the side table, we noticed a red coating on the bottom of the stoppers (of the table) that caused the rug stain. I called France & Son and spoke to Richard, the customer service manager. He was very nice, and said they'd take care of cleaning my rug, and that I could send the table back. After I sent the table back, I reached out to Richard several times to get the rug cleaned- he even gave me his cellphone number, but started to ignore all my calls/texts. After my husband and I sent numerous emails, we finally received a response weeks later saying that the table had arrived back in perfect condition, and that they would not be cleaning my rug OR refunding me, and that they are considering it a "remorse return". I have photos, videos and witnesses to prove that was not the case. France & Son has stopped responding to me- this is literally the worst situation I have ever experienced with a company. I will never shop here again, and I hope you won't either. Would give 0 stars if it were an option. This goes beyond bad customer service- this is downright fraud.