France & SonReviews 286

I did not read reviews before ordering a lamp from France & Son.

The products on the website are unique and stylish, but the customer service experience was very bad.

Like others:

* I was not given correct lead time for shipping
* Using their Chat function resulted in dozens of excessive and unwanted messaging from their Zendesk platform. I had to repeatedly tell them to take me out of their queue.
* Phone customer service was curt and not helpful.
* Attempting to cancel my order, even though it had not shipped, would have cost me a 10% fee - I guess for restocking.

A shipping label was created for FedEx at the end of the original shipping lead time (5 weeks after ordering - after I first contacted Customer Support), but the item never arrived on the estimated date. I eventually had to make three separate phone calls, in as many weeks, before the lamp was picked up by FedEx and delivered.

The item arrived in good shape. It is a lovely lamp, good quality, but it is not exactly as pictured - as the shade does not fold down to the same position used in the picture on the website. I kept the lamp as I did not want the headache of attempting to return it.

Again, the quality is good, but I would only recommend purchasing from them if you are local, can visit the store to inspect the merchandise, and have the bandwidth to pester them regularly about delivery.

I place an Oder which they said was in stock. A few weeks later the set up delivery. That day they called and said they couldn't find the items. 6 weeks later they said they found it and we set up delivery without even calling me to pick the day. I had to hire someone to come and take delivery. Then again they said they didn't have the product and they did not deliver it. We have requested another delivery date but they again haven't called me and I am not confident that it will come. So far it has been 3months.

We had a series of errors and damages woth several items, including 3 of 4 kitchen chairs arriving damaged. I filed the claim with photos per instructions and instead of a message replying "sorry for your trouble we will send three replacement chairs immediately" I got "you can get a 15% discount for your chairs". I don't want damaged chairs! So I replied, no thank you and was told my claim will have to go back into review which could take up to 69 days.

Then I had a delivery for tables (one of which came damaged) that I signed for, and noticed in the delivery alert it said the delivery was supposed to be for the tables and two side chairs (no side chairs arrived). I alerted them within an hour that the chairs were not part of the delivery, and accepted delivery on the tables. They "researched" my claim and said "you signed for delivery, here is your signature". Duh, that was for the tables not the chairs (nothing was listed on the way bill only the weight).

Going in circles so hunted down a phone number online and spoke to someone who said they would give my phone number to a manager who would call me. No surprise, I haven't gotten a call.

Frustrated and nowhere to go apparently.

• The Mid Century Henningsen Small Table Lamp I ordered arrived on 03/03/2022.
• On the same day, I contacted Customer Service because I discovered there was a missing part from the packaging box.
• I submitted the generic claim form on 03/04/2022 that I received from Customer Service.
• Because of no response to my claim form, I submitted a request to return the lamp with the missing part on 03/17/2022.
• Customer Service responded on 03/18/2022 to request that I sign their DocuSign form to proceed with the return... which I did.
• Customer Service sent me a notice on 03/20/2022 stating that I can receive a full refund LESS actual round trip shipping cost of $74.82. Their notice states the shipping charges are from the shipping carrier, not by France and Son.
• I immediately responded on 03/21/2022 stating that I do NOT agree that I should be responsible for any shipping costs as it was NOT my fault there was a missing part from the packaging box. I feel I'm being penalized for France and Son's error. I hold France and Son accountable because they are the face of the company and product, regardless to whom they outsource services. To date, I have NOT heard back from Customer Service on how I can return the incomplete lamp and receive a full refund. I want a full refund and NO gift card for future purchase(s).

You can't get someone on the phone to help you with claims or returns everyone is still "working from home" and they only reply via email which takes over two days to get a response. If you order a wood item such as my cane chairs and it comes damaged they will claim it is due to "natural defects and craftsmanship". They charge you round trip return shipping if you attempt to return to deter you from returning item. Total bad experience.

This is the second time I have sourced a product from France & Son for an interior design project and both times the products are shoddy quality with defects and I've had to request a return/replacement. For this second instance, it was the Buhari Console Table that arrived with one of the legs crooked making it unusable as it is completely unstable and extremely wobbly. I brought the defect to the company's attention immediately upon delivery along with photos and videos of the defect to show how it was unusable. Their solution was offering a 10% discount. I let them know this was unacceptable when my client is paying over $1200 for a piece of furniture, we expect it to come in good, usable and well built condition... not to mention, no discount will fix the fact that the item is not able to be used because of the defect. Their response? A 50% discount. I'm not sure how much more clearly I can convey the fact that it is not about the discount, but that the piece is unusable and we are happy to return the item for a replacement. Still waiting on a return/ replacement resolution from the company. This is the last time I will be purchasing any products from France & Son.

This storage unit is not in good quality. When I received this item, I found this sliding doors could not be pull out.

France and Son doesn't make money from furniture, it makes money off fraudulent cancellation fees.

I bought a chair that was in stock according to their website and even received a shipping notification and tracking number. After waiting almost a month with no movement on the item, I contacted the company and was told that the chair wasn't in stock and I would need to wait another month for a new order to arrive. If I didn't want to wait for the chair to be restocked, I could cancel, but I would be charged a 5% cancellation fee (this was never stated anywhere in the checkout flow).

After going back and forth for a few weeks with their customer support department, I finally filed a dispute with my credit card company. Lo and behold, the chair arrived about a week later.

This company is a scam. Don't buy from them. If you do, you will need to jump through a lot of hoops to actually get the order and not be charged exorbitant cancellation fees. Good luck.

Absolutely abysmal customer service! I purchased a small couch via their online store. Additionally, I communicated with a customer service agent regarding my purchase. There was absolutely no indication of any delay in delivery. In fact, the item was in stock. I have now been waiting three months for my couch. Each week, only after I initiate communication, I am assured my item is in the warehouse and ready for delivery. Each week I am told to wait for communication regarding the delivery. Each week comes and goes with no communication and no delivery.
After wearing my patience thin, I finally decided to cancel the order fir refund.
They would not accept cancellation and refused to refund my money (attached email is after almost 3 months of trying to get my product delivered).
To date, three months later, no couch!
Please, think twice before giving your hard earned money to this company.
No transparency, no integrity, and zero professionalism.
They are liars (and honestly, thieves)

Order disappears in the tracking system with FedEx since Jan 26th, same day as the item left the warehouse. One month later, I asked for canceling the order, they told me to wait for the FedEx investigation, which would last for up to 2 months. I asked them to ship me a replacement while they can work with FedEx to locate the item, they did not respond to me. And I have no updates for the order yet. I emailed again to request cancellation, hoping they will just process it as normal business would do.

It was like pulling teeth. I recommend revisiting your customer service processes.

My Demetria Outdoor Table looked magnificent on arrival. We are in the desert of southern California where temps have been mild since the December delivery. The various teak planks are cracking and splitting. When I contacted France & Sons their response is that it is "normal". (They basically told me to go pound salt.) I am not naive and have wood craftsmen in my family and this is not supposed to happen in such a short time with no harsh extremes. The glue is separating and the "live edge" certainly did not cure or age at the same time as the plank to which it is attached.
DO NOT BE LULLED IN BY THE LOOKS- THIS COMPANY DOES NOT STAND BY THEIR PRODUCT!