France and SonReviews of franceandson.com

Shipped the wrong number of parts, (a desk without legs), no assembly instructions provided, parts mis-manufactured, don't mate and can't be assembled. Customer service is an embarrassment. $1900 down the drain. This is not a good company. Edit, I am still waiting to hear from your customer service department. I've seen no sign yet that your replies are sincere and that you intend to be helpful in any way. This appears to be nothing but social media PR and in no way represents reality.

I purchased a black lamp from the France & Son website. When I received the lamp, the box was marked black but the lamp was not black; the lamp was a gray metallic color. I have purchased two other black lamps from France & Son. When I sat this lamp beside those black lamps, it was clear that the lamp was not black. I wanted to return the lamp because the company’s listing was inaccurate. I am fully aware that I would have to pay a restocking fee if I had buyer's remorse. In this case, I was not returning the lamp because of buyer's remorse — the lamp was simply not the color that was advertised. When I asked for a full refund I was told that I was wrong and that the lamp was black. They refused to give me a full refund. Instead, they want me to sign a document that specifies that they will only refund my total minus the restocking fee. I have no problem paying the restocking fee if I change my mind about a product. However, this is not my fault, so I do not want to pay for it. EDIT: The ORIGINAL color of the lamp was listed as “black” on their wesite. After I wrote this complaint, they changed the listing on their website to say that the lamp was “gunmetal black” to make it seem as though I was mistaken. They changed a website to avoid giving me a full refund. I will talk to their chief executives next. EDIT #2: Their response says they cannot take the lamp back, but after I complained on multiple websites, they accepted the return without the restocking fee. They are liars who do dirty business. They knew they were wrong but tried to tell make it seem like I was wrong in their response below. NEVER DO BUSINESS WITH THIS COMPANY.

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.

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.

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.

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.