France & SonReviews 286

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'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.

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.

This company was advertising free design consultation offering customized solutions. Their website says "There is no pressure to buy at any time, just friendly one on one design advice to set your own pace. This service is currently in beta mode and is being offered free of charge... Your experience will be 100% risk free and stress free."
I took the quiz, sent them photos of my dining and living space, and ended up speaking to two different designers for days, who kept sending me links of overpriced furniture. The second designer finally picked some pieces I liked. I was expecting a design or layout with the furniture but instead, they told me "If you're interested in purchasing these, I'll send over the draft and you can place your order. " Really? You advertise completely free service then tell me you'll comply once I purchase $5,000 worth of furniture that I can easily find at Target or Homegoods for a fraction of that price? Very disappointed and a waste of my time.

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.

I purchased a light that looked beautiful on the website and when I got it in person, to looked like cheap fake metal (in bright shiny copper) that was a completely a different color and no patina like in the website photos. In order to return the item I would be out $85 for shipping. I feel as though I ordered something and got something I different and they wanted to charge me for it instead of taking responsiblilty for the poor quality of they website images. Worst customer service. If you can't stand behind the accuracy of your products, you shouldn't be selling them. I attached the photo directly from their website along with what the metal actually looked like when I opened the box.

I ordered two light fixtures from France and Son, when they arrived they were the wrong color. I quickly returned the wrong item and was told that the they would ship the correct fixtures within 7 to 10 business days. After the 10 business days lapsed I had to repeatedly call, daily, for an update on my fixtures. With each call I was told that my fixtures were going to ship that day, or at latest tomorrow. It took a full month before my fixtures were shipped. This will be the first and last time I ever order from France and Son. Get your act together!

His has been the worst home purchase I have ever made for my home. Before purchasing the light fixture online I consulted with the customer service team and mentioned that I had a vaulted ceiling, the ceiling height, and asked for a recommendation on the number of extension rods needed. The light fixture arrived without enough wire to go through the extension rod. They sent me 30 inches of wire and I needed 60 inches to hang the light. I contacted customer service and told me that they don't provide additional wire, I would need my electrician to provide that. My electrician was appalled by the response, it was the first he had heard of a company not providing enough wire to hang a fixture. In addition, the fixture is not made to hang on a vaulted ceiling. When I asked about returning the fixture it was a $200 fee to return, I paid $650 for the light. The quality of the light is poor and did not come with bulbs. Very disappointed with this purchase and will never purchase from France and Sons or recommend.

Purchased four items from France and son on September 5. Three of the items came in and I received an email stating that all my items were delivered. I contacted them to say the fourth item I let them know I have not actually received it. I was told rather rudely that it was on back order, despite it showing in stock. I waited over a month and contacted them in October to let them know I was moving at the end of October and provided my new address. I was told that was fine they would pass information on to the shipping warehouse. Nobody notified me that they shipped the product (according to them) to my old address, in a gated community which I no longer had access to and without notifying me at all. When I called to follow up I was told that it was delivered to the old address and they expected me to somehow track it down. After having waited for more than two months, I just simply asked for a refund. I was told on two separate occasions that I would receive a refund and that it would post to my bank account within 5 to 7 days. Neither time did that happen. Finally more than 8 months later, several follow-ups on my end and unreturned calls, I was told they will finally ship out the product to me but only if I provide a five star review on Google. I told them to keep the product and my money as I really don't have any use for it anymore. And I'd rather be able to give an honest review.

Much like the other folks on here, I've had a tough time getting correct updates on a piece of furniture I ordered back in October. I was told that it was a pre-order and wouldn't re-stock until November, which was fine as I didn't need the piece right away. I was prepared to wait and be patient. A couple weeks later I was sent an email that the piece had shipped when in fact, it had not (false hope!). When the tracking wasn't updated, I wrote to customer service and they informed me that it was sent in error and the ETA was still going to be end of November. End of November's ETA became mid-December, mid-December became end-December - and each time, I was the only one doing the follow-up here, getting responses and shoddy estimated deliveries from a customer service person that I'm pretty sure was just an avatar. It's now early January and I called CS to get an update - apparently this piece just came back in stock and pre-orders would indeed ship out next week. No apology for the back and forth of the situation, just a, "you should be getting an email next week about this." But I'm not exactly confident. I thought I'd give them a shot because I always take online reviews with a grain of salt, but it seems as though they don't have the right production or warehouse logistics to fulfill orders and/or correctly quote delivery dates. Also, the full amount was charged back in October which *was* a bit shady given that I still haven't received a product almost three months later. Save yourself the heartache and avoid this place!

I have never experienced worse customer service in my entire life. DO NOT BUY from this place. I was interested in buying a table- and inquiring into the shipping as I do not live in NY. At this stage, their salesperson was all over me, emailing me promptly, following up etc. The moment I paid for the table- radio silence. I kept following up to ask for the shipping ETA, no response, a week goes by, then another, I call, I email. We go back and forth as they promise to get the information to me as soon as possible. Turns out they ran out of stock! And I still have not received my refund! Impossible service, terrible delays, and they took my money. I don't write reviews but this was an absolutely deplorable experience.

I purchased NUVOLA barstools from HD Buttercup: https://hdbuttercup.com/nuvola-barstool but they ran out of stock so I turned to France and Son. This stool was sold and marketed as the same brand, Nuvola. However, after it arrived, it was clear that the stool is a
Counterfeit with terrible loose stitching, fake leather, etc. Shame on France and Son trying to fool customers and then charging them for shipping/restocking. What other fake items are they selling? Buyer beware.