Average
Based on 433 reviews
France and Son3.4Honesty, pricing, process and quality scores appear once 5 customers have rated them.
France and Son is listed under Furniture Stores.
France and Son (franceandson.com) has 433 customer reviews on Folks Told, with an average rating of 3.4 out of 5.
433 approved reviews, newest moderated first
Arvia N.
Love the product so much
Reply from France and SonFeb 20, 2024
Hi Arvia, We greatly appreciate your positive review and the 5-star rating! Your feedback is truly invaluable to us and motivates us to continue providing exceptional service to meet your needs. Thank you for choosing France and Son to enhance the beauty of your home. We are excited to serve you again in the future. Warm regards, France and Son team
Debra D.
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.
Reply from France and SonFeb 20, 2024
Hi Debra, Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you experienced with the shipment of your order. We understand your frustration regarding the cancellation process. However, we would like to clarify that once an order is in the shipping process with AM HOME DELIVERY, our cancellation policy states that cancellations are no longer possible. In such cases, we proceed with the shipment, and if you still wish to cancel, it will be treated as a return. Please note that our policy includes a cancellation fee of 30% of the total order amount. Your review serves as valuable input for us to continually improve our services. We appreciate your understanding and cooperation in adhering to our policies. Thank you again for your feedback. Best regards, France and Son
Josey H.
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.
Reply from France and SonFeb 20, 2024
Hello Josey, Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience you encountered with your order. We'd like to provide clarification regarding the situation. Regrettably, the Five Head Focus Suspension Light you ordered was discontinued, and as a result, we shipped the Lelli Six Arm Flush Mount Ceiling Light instead. We communicated this change to you and agreed to refund the payment for the discontinued item. However, despite our efforts, we have been unable to process the refund as the necessary DocuSign document remains unsigned. Recently, we were notified by the bank that you have disputed the entire payment, including for the delivered item. Our colleague Wendy from the chargeback department reached out to assist in resolving this matter, but unfortunately, we have not received a proper response from you. Consequently, the payment is currently under dispute, and the funds are being held by the bank, rendering the merchandise unpaid. Wendy attempted to ascertain whether you wished to retain the merchandise. She kindly requested that you withdraw the chargeback with the bank and sign the DocuSign to facilitate the refund process. However, we understand that you declined this option. Regrettably, we are now required to retrieve the merchandise from your possession due to its unpaid status. We appreciate your understanding and cooperation in resolving this matter. Thank you again for your feedback. Best regards, France and Son
brian T.
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.
Reply from France and SonFeb 20, 2024
Hello Brian, Thank you for providing us with your feedback. We genuinely apologize for any inconvenience you may have experienced with your order. We understand your concerns regarding the 7-10 day investigation period, which you found lengthy. Please accept our apologies for any inconvenience caused. However, it's crucial to note that this timeframe is necessary for us to thoroughly investigate the matter with our vendors and carriers. When we receive a complaint, it's essential for us to coordinate with the relevant parties to ensure a fair and accurate resolution. Regarding your specific issue, the manufacturer has provided a replacement for the incorrect product, which was successfully delivered to you on February 2nd at 6:35 P.M. We appreciate your understanding and patience throughout this process. Thank you. Best regards, France and Son
Deanne
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.
Reply from France and SonFeb 20, 2024
Deanne, After looking into the details of your order we discovered that there was a processing glitch on our payment provider that prevented the refund from being issued, so we had to manually send you a check instead. We apologize for the inconvenience. This is not something that has happened before, and the payment gateways are not within our direct control, so our team was just as confused as you were about why the money wasn't being moved. Our system said it was refunded, so we had to fully investigate what was happening before we could send the check. We're sorry it took so long to investigate and resolve it, and we thank you for your patience and understanding in this unique matter. Regards, France and Son
Michael F.
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.
Reply from France and SonFeb 20, 2024
Hi Michael, We greatly appreciate your positive review and the 5-star rating! Your feedback is truly invaluable to us and motivates us to continue providing exceptional service to meet your needs. Thank you for choosing France and Son to enhance the beauty of your home. We are excited to serve you again in the future. Warm regards, France and Son team
Julie P.
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.
Reply from France and SonDec 26, 2023
We sincerely apologize for the inconsistent information. Our team was told by the distribution center that the items were out of stock and restocking in January, so we were also caught off guard when the items shipped out from the facility in early December (before that ETA). We understand that unexpected shipment can cause issues, and we're sorry for that inconvenience. We have spoken with our team to try and prevent that from happening again. Additionally, we are looking into the cart emails that happened after your purchase. That defiantly shouldn't happen, so we're looking into adjusting some of the automation rules that triggered the emails to be sent.
Daniel L.
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!
Reply from France and SonFeb 20, 2024
Hi Daniel, We greatly appreciate your positive review and the 5-star rating! Your feedback is truly invaluable to us and motivates us to continue providing exceptional service to meet your needs. Thank you for choosing France and Son to enhance the beauty of your home. We are excited to serve you again in the future. Warm regards, France and Son team
