France and Son Reviews 

Beautiful light fixture we bought came on time and arrived in great condition

I ordered a wall sconce that was delivered on time. When I had it installed 2 weeks later my electrician discovered a defect. When I called with the issue I was told they would deliver a replacement. The replacement was delivered 3 days letter in perfect condition.

HORRIBLE Customer Service!
Order # 236627 Since they say they don’t have an order that matches!!
To follow up on my wife’s comments. It is now April 24th and we still have not received our refund from the console we ordered in January that we rejected delivery due to item being damaged beyond repair. We completed all their requests for a refund. They told us that it was in process and should be back in our account by today. Well it’s not. Contacted them again and they said they haven’t received the item back from the shipping company (which they use). NOT MY PROBLEM!! I refused delivery. That should be sufficient!! We told them that we will be contacting the BBB and filing a dispute with our financial institution. Now they are telling us they will “ask” the accounting department if they will issue a refund but they typically don’t until they receive the product back. Again, NOT MY FAULT THAT YOUR SHIPPING COMPANY HASN'T RETURNED IT!! Give me my money back!! I will NEVER do business with this company again!!

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!

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!

Terrible customer service. Real bad. My wife has been on the phone trying to reach a real person at France & Son for days, but to no avail. We ordered a sofa from France & Son and continued to call them regarding what date we can expect our delivery. No response. No tracking number provided. (WHAT?) But wait, that's not all. The sofa arrived unexpectedly and we ordered white glove service where they place the new sofa and remove the old one. The delivery truck guys were not aware of this, so they called France & Son and they learned that yes, we ordered the white glove service, but their truck was packed with future deliveries, however they managed to squeeze our old sofa on board. Great, so all is good? No. Wait. There's more. We ordered battery packs with the new sofa that were not with the delivery. ( These batteries control the recline functions). So now we're dealing with Mr Robo and his fill-out forms AGAIN trying to get these batteries delivered to us while we're running extension cords around our living room floor. This process has been VERY frustrating. All we are looking for is for France & Son to Fedex the batteries to us that we paid for. France & Son needs to put real people on real phones to deal with immediate and real issues. We're about ready to return the sofa, but are afraid that truck won't arrive here until September. UGH!!

I placed an order with France and Son on January 4th, only to discover later that the item was on backorder and wouldn't be shipped until sometime between February and March. Realizing the item was not right for my space, I decided to cancel the order on January 20th. Upon contacting customer service, I was assured by a representative that the order had not been shipped yet and that they would reach out to the supplier to cancel the order. However, a week later, I received the disheartening news that the item had been "processed for shipping," even though it had not actually been shipped. There was an entire week between when I requested the cancelation and the item had been processed to ship because the customer service representative at France and Son was unable to get a response from the vendor, Four Hands. To add to this, I was informed that a 30% restocking fee and shipping charges would be deducted if I choose to move ahead with the cancelation. Basic shipping was free and the item has not been delivered (I.e. there hasn't been any unboxing, etc) so why should I not receive a shipping refund? And a 30% restocking fee for an item that was never delivered?

As of March 4th and a lot of back and forth, I still haven't received any information about the status of my order, and despite my multiple attempts, they have been unwilling to refund my money. If I don't receive a response within the next couple days, I will filing complaint with ReportFraud.ftc.gov and/or other agencies as it is a fairly large sum of money.

I wish I read their other reviews before ordering. This has been an absolute nightmare.

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.

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.

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.

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.

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.

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.

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!

ALWAYS ON TOP OF EVERY ORDER SOLD AND GAVE ME WHITE-GLOVE SERVICE.

Delivery service is very efficient and fast, excellent quality products! Will definitely be ordering more from them in the future!

Received my order this week the furniture is beautiful looks so nice in my bedroom and service is outstanding would highly recommend.

Outrageous hidden fees, poor communication, multiple mistakes with order, lack of follow up. Overall: a horrible experience.

Got my chairs in about a week, love them so far. Quality seems nice.

Do not be fooled by France&Son. They will state an item is "in stock" and available for delivery within a few days. This is a 1000% scam. I ordered a product that had 9 left in stock. Waited a few weeks for an update on shipping or any correspondence (aside from BS promotional emails). I reached out to "customer service" and they said the product was discontinued by the manufacturer and can't get any more. I told them the item was in stock when ordered and the rep said they don't keep stock on hand. They did not hesitate in charging my credit card when the order was placed and held over $1100 of my money for several weeks and never attempted to contact me saying the item was discontinued or even offer a refund. I had to waste my time calling them, tracking the order and fighting for a refund. They kept pushing me to purchase another item instead of getting a refund, which obviously I refused. AVOID FRANCE&SON.