France and SonReviews of franceandson.com

We ordered a console in January 2024, and we were told it was out of stock until the end of January/early February, and that was fine, it was out of stock everywhere. They said it would take 2-3 weeks for delivery, again no problem. Then when it was delivered by one of the most incompetent freight companies I have encountered (Metropolitan, we had to deal with them before) it was damaged and we refused delivery and informed France & Son immediately. They had us fil out a form stating the damage and supply pictures, done. Then we were told they need 7-10 days to review the form/damage claim. I think that is a bit ridiculous, however, after that we contacted them a few times asking for an update as we made it clear when we told them about the damage we wanted a new one and wanted to know how long it would take. They finally answered but did not answer the question rather asked if we would consider the freight company (Metropolitan) repairing the damage and re-delivering it. Umm I don't trust Metropolitan to deliver anything, their dispatch/drivers/etc. are a mess they do not communicate to each other at all, and since when do freight company's repair damaged furniture? It was a resounding no from us, then we asked again, how long it would take to get a new console, no response. Called, was told we would hear back within two hours, heard nothing. Called again the next day, was told it would take 6 weeks to get a new one, but they did have it in stock (what?). So we told them no we want a refund, was told they would escalate to our rep, didn't hear back for two hours and got a canned response about thanking us for contacting customer service, nothing about a refund. We called again, same thing, we will escalate this, an hour later nothing. Sent another email to cancel for a full refund. Another 2 hours go by, nothing. Send another email, I mean this place has great customer service when you show interested on their website or put something in your cart and leave without purchasing, they follow up almost to the point of annoyance. But in this case, our emails and calls fall on deaf ears. Very frustrated and I want my full refund immediately!

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.

You don't deliver when you say you will. You sell items that are supposedly in stock, and are not. Overall a poor performance for a company that, laughingly, says they are high end.

The item was ordered on April 17. It was delivered July 13 with dents and damaged hardware. I was only offered a 10% refund in lieu of repair or replacement hardware. I have not been able to find replacement hardware at any of the local hardware stores. Needless to say, I will not do business with this company again in the future.

UPDATE: A person from Customer Service FINALLY issued a full refund to me shortly after this review was submitted to TrustPilot (I reckon France and Son monitors their reviews on websites like this). I am giving a star back because service was provided (although after much teeth pulling). Although I am pleased that service was finally provided, TrustPilot is NOT France and Son's customer service outlet and I am appalled that it appears to be being used as such. It is beyond ridiculous that one is compelled to write a review like I did (original is below) before someone finally wakes up, smells the coffee, and does their job which is to provide customer service through their OWN outlet. It makes me wonder how many customers just had to go with damaged products/unwanted goods/loss of tender because customer service failed them and they did not voice their dissatisfaction. Very disappointing. Do better, France and Son. Consider this: No review is much better than a bad review. That means that service was not exceptionally bad, but it may have been average to good... ORIGINAL: I ordered some chairs from France and Son during a sale but I later decided that I would prefer to go with a different set of chairs. The chairs are not set to arrive until 8/15 (I ordered on 7/14), so I emailed customer service on 7/21 to request the order be cancelled via the form on the website. Before I continue, please note that (1) these items are sitting in a warehouse and have been for the last two weeks and (2) these are not custom orders or anything like that. You see, for these matters, I like to get on the phone and talk to somebody, but France and Son doesn’t have a phone number with people available to talk to on customer service, so I have to email and wait 2 business days for a response. I tried to call their number and they said “give us your order number and we’ll email you”. But, yes, 2 business days between every single email that I send to them in regards to customer service (oh, but don’t worry, their sales people are available via chat, phone, email, you name it—definitely gung-ho to take your money but slower-than-snail speed and veracity to give it back). So, I received my first response on 7/23 where the person in customer service said “just to confirm, you want to cancel your order” to which I promptly responded “yes, please”. Now, remember, it takes 2 business days to respond to each email. THEN, I get an email on 7/27 where the customer service person (this is the actual response from the customer service person, I copied and pasted) “Your order is already been added to schedule Bestway, ready to ship your order. Please stand by for awhile, your item will be arrived soon.” I told the customer service representative to take it off of the schedule (can be done by calling Bestway who is the freight shipping company and telling them not to come pick it up) and that I do not want the items and to please not send them because I don’t want to go through the hassle of trying to return two chairs. So, she responds saying something like ‘we cannot cancel the order because it has already been shipped and if you want to continue with the order they will get it to me as soon as possible’. This makes ZERO sense because I have been painfully clear that I do NOT want to continue with the order. Additionally, the order had not (and as I am writing this has not) been shipped—it is sitting in a warehouse, perhaps packed in bubble wrap. It is “ready to ship” but it has not “shipped”. Those are two different things. So, that is a lie. I responded and requested to cancel the schedule with Bestway and informed them that if they attempt to send it to me, I am going to refuse delivery. So this is where I am right now. The customer service is either incompetent and ignorant and lacking comprehension skills or they are purposefully being disingenuous about how stupid they are appearing to force a product I do not want down my throat. In conclusion, do not order from France and Son unless you are 100% certain that you will not change your mind about wanting the item you ordered and you are 100% certain that you won’t have to deal with customer service. Customer service is absolutely terrible and I find it very dirty that this company wastes no time sending you a quote to buy their furniture and takes all the time in the world (it has been 2 weeks now) to actually exercise your rights as a consumer. To say that their customer service needs help is an understatement. This whole company feels like a scam. Do not trust them.

Following the suggestion of my interior designer, I ordered a pair of overpriced nightstands from France and Son in October. The item had no reviews, and I wouldn’t have done it if I had known what was coming. After placing the order I never received a shipping estimate or any tracking information, so I had to email the customer service every month to find out when they will arrive. One day in late FEBRUARY I got a call from a truck driver that he was coming that night. Ok, fine, I understand Covid, supply chain disruptions, understaffing and all. But that’s not the end. Both nightstands arrived with a major flaw - the drawers were not closing all the way, and the overall quality was subpar. They were made of loud thin metal, which means I will now wake up every time my husband has a drink of water in the middle of the night. I reached out to customer service again asking to return the nightstands. After a lot of back and forth, they agreed to approve a return and refund me LESS THAN HALF of what I paid, or send me a new pair of nightstands. Just to be clear, I did not want a new pair of nightstands of terrible quality, I just wanted my money back. Fast forward to July, I’m now stuck with 4 expensive nightstands, two of which are rusting in the garage, as no one would even buy them when the drawers don’t work properly, the other two are usable but still have quality issues. I’m giving them 2 stars because they did send the replacement nightstands on time. I would not recommend ordering from them because other vendors have a far superior order tracking system, customer service and better quality furniture.

There were clear mistakes made and it took several months to resolved and even after several requests for a phone call to get things straight customer service would only contact me through email, which led to more mistakes. If I didnt enjoy your products and website so much I would have marked it lower. It's a bummer.

The piece itself is fine, but took months and months to arrive. It was deceptive online, saying it would be available in much less time. When you contact customer service for updates, you get automated responses. There are no people to talk to in customer service department to check order status.