France and SonReviews of franceandson.com

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.

I see posts here that mention incorrect website stock and long lead times and my advice is, if you like the product and you want design for a good price France & Son is a good option. Before buying get in touch with a sales person via email or on the website chat and DOUBLE CHECK with them before checking out. In my experience ordering from France & Son, I've always consulted a sales person to make sure I can order the right stock/ if the lead time is correct and it has paid off for me to make these extra steps. From what I understand, France & Son has their own product line and also carries items from other distributors (which in my experience can have had longer lead times no matter who you buy from). If you are a trade member there is also a discount so that's a nice plus.

I haven’t received my furniture yet but I am writing regarding how great Zach was. He helped resolve some shipping issues for me and was beyond helpful during the entire transaction. I’d highly recommend asking him to help you with all of your purchases as he actually cares about providing a positive customer service experience.

Amazing, Amazing, Amazing company! Great customer service, and friendly staff! All the pieces in my home that I've purchased from France and son are the item's I always get the most compliments on! I appreciate their honesty, and effort to go the extra mile for customers satisfactory.

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.

This 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. I purchased an additional extension rod for $50. 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 and 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.

1 minute ago “Would not buy from this company again” 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.