Fnac Reviews 27,701

I ordered a dyson fan and hair dryer on 30th March and I didn’t hear from them after paying over 1000chf about the delivery till 1 week after. And it’s been more two weeks today since I placed my order and I was supposed to recieve it today. I don’t know what’s the problem but the courier they chose decided they can’t do it and I have to go pick it up from the post office. So what’s the point of using their delivery service when I have to go personally to pick up the heavy item myself, not to mention the waiting period. I would not purchase any electronic devices from fnac Switzerland ever again!

Had purchased Baseus A2 pro vacuum cleaner on 7th April had to return back next day .battery not charging , didn’t last for 24hrs , returned back to customer service on 8th April ,awaiting for reply

I really disappointed with the 🍏 iPhone 11 camera. Specially the front camera is really really bad when i make a video call in social apps.

I’m currently on 504+ days of a claim to try and get a refund for tickets I purchased for 2021. I email the following email addresses a few times a week:

‘scwebfrancebillet-at-francebillet.com’
‘contact.ticket-at-fnac.com’
‘callcenter-at-be.fnac.com’
and most recently, ‘avis-clients-at-fnacdarty.com’

Fnac only respond when it seems to suit them, which is rarely. I currently have 10 consecutive emails not responded to…and many more from previous threads.

During my claim, members of their team have misquoted and misused consumer law (which I looked up and challenged them on), but they were unable support its use. Most recently ‘Article L121-20-4’. Fnac do not like to be challenged and would prefer to ignore polite requests that have been built on fact.

I have been lied to on countless occasions about my refund being actioned and they have never been able to provide proof of the ‘transaction’. During the process, I have been informed that previous refunds, Fnac have claimed to have made, were in fact not made.

I have used Fnac’s website live chat function and had conversations with Fabio and Manon. On each occasion they generated the same response when I asked to speak to someone who could handle my refund; a link to url that didn’t exist and a telephone number that was out of service. This indicates a baseline training standard, where employees are trained to lie and mitigate any responsibility.

The list of bad business practice continues and as I still am no closer to being refunded, I feel it’s justifiable to leave a negative reviews.

Please don’t use Fnac as a service.

Decent delivery time and a good price, will be looking for future purchases here (and not their fault the mailman forgot to leave a note and I didn't see it had been delivered 2 days prior)

Perfect condition, fast delivery. love buying from FNAC

OK, here is the story...
We (actually my girlfriend) bought an iPhone 14 pro (1400 euros) from fnac Leuven on March 2nd, 2023. The store insisted on selling us insurance, and their exact words were this: "
This is an expensive phone, and you never know what will happen. So buying insurance from us would cover anything that happened to your phone for free, even if it is stolen". Of course, the first month was free, and a trial does not hurt.

The phone was opened at home, on the bed (the softest and safest place to handle a phone with no cover and screen protector). As soon as the box was opened and the first white peel on the screen was taken away, we found several scratches on the screen of the phone. So, the logical idea was not to turn the device on and bring it back to the store right away in the following morning.
Going back to the store and describing what we saw, the first thing we heard from them was:
"Are you sure you did not drop it by accident or scratched it yourself?" It's as if I am a toddler who might not remember what has happened or I have been drunk opening the box. So unprofessional.
After a couple of discussions between them, customer care, and the manager, they told us: "it is words against words, and we cannot accept what you claim. Anything might have happened to the phone by you, and we cannot believe you. As there are several inspections before putting these phones in the box by apple, blah blah blah. So, sorry!"
Of course, this is unacceptable, which means, whatever you buy there, you must open on the spot, test, and confirm that it is working. I have never done that before...

At this point, I asked about the insurance and the fact that at least the insurance must cover it. The response was that:
"the insurance will cover it in case you accidentally break the screen. But we do not advise you about that. If you break the screen, we cannot for sure say that the insurance will cover the costs." But these were not the words when they sold us the insurance. Total scam!

I went to the apple store in Brussels and asked whether such circumstances happen regularly. The response was that it is normal. Some phones come out of the box faulty, and apple will always take care of the issue right away with a new phone. But this phone was bought from fnac, and fnac must take full responsibility, as it is a customer's right. They could not do anything for us, and I could understand that, but fnac was fully unfair to us.

Even though the personnels were trying to help and discuss, but the weak managerial system was totally disrespectful and far from being honest.

In all honesty, Fnac is a has been company. I mean, where is all the former customer service gone?
I ordered a package of 650euro online, which I refused at the door, and now three months later I am still waiting for the refund... I filed for a refund months ago, mailed, called, nothing has come through yet. Beware, I am never buying anything from them again. Let's see what the bank can do about this fraudulent behaviour, I mean this is shameless thievery. Honestly, after this, I'd advise to buy elsewhere.

Ordered some steelbooks that were on a great offer. Paid for next day delivery, but the item didn't arrive. Fine, they're shipping abroad so I'll give them the benefit of the doubt. Days go by and I still don't receive the item. Tracking hasn't been updated since the first day I ordered.

I reach out on FB chat and they tell me to wait 10 business days. I wait 10 business days and the item is still stuck in transit. FNAC customer service does nothing to help. I contact the courier and they say the shipping label wasn't filled out correctly and inform me that categorically, the order will not be delivered.

I go back to FNAC with this info and all they say is to wait. I file a complaint on the wesbite. Days go by and I ask for an update. They tell me to wait another 10 days. The order is still stuck in transit.

10 days come and go, the order is still stuck. FNAC do nothing. No one reaches out to me. I'm going to have to file a PayPal dispute to get my money back.

Absolutely shocking customer service.

What the FNAC is this service? I've recently moved to Switzerland and ordered a Canon camera + Adapter, not only it arrived very late (2 weeks with store pickup, where it was in stock), but it arrived without the lens adapter so I cannot use my existing lens.

The customer support, like many say, is responsive but not helpful in solving anything...

Also there is a distinct lack of English support. I call the store one day they have nobody that speaks English at all. Next day I had more luck but their english was so bad, it took probably 10 minutes to tell them my order number. Honestly... what the fnac

Edit: In the end they sent me the adapter but the process wasted me a lot of time

My husband brought a brand new head set Bose quiet comfort 45 form FNAC at Jean D'arc ... the purpose of headset is to listen to songs or whatever and to stay private but this headset didn't just serve the purpose on medium volume the person sitting next to me could clearly hear. Hence, we took it back the very next day the guy at the customer service didn't wait to hear what happened and says you will lose 10-20% if you return the product. But on insisting him to check for the quality of the product he refused saying there can be no defect in the product it is probably your ears .... I am really what a crappy customer service. it would have been better to buy off AMAZON at least I would have had my refund back and could have ordered something better. They didn't even return my money back I have received a card to shop again at this terrible place. The customer service and the sales guys talk just out of the manual if they hear themselves they will know how stupid their response sounds. Terrible customer service + Bad product = LOST CUSTOMER

I bought 2 tickets to a concert at Victoria Hall, Geneva, that needed to be retrieved in an FNAC store.

On the concert day, on the evening of the event, I arrived at FNAC Manor Geneva with more than enough time to print the ticket and then go to Victoria Hall (a 10 min walk).

To my surprise, when I arrived at FNAC Manor Geneva, I was informed by the local staff that they could not print my ticket at this location and that I would have to go to either FNAC Rive or FNAC Balexert to do so. I said that none of the documents I received (e-mail and purchase confirmation) stated that I could not get the tickets at FNAC Manor.

I pointed out that there was not enough time to go to either of the places and still make it to the concert on time. They said they could do nothing about it.

When I finished talking and trying to solve the problem at FNAC Manor, it was already 19h45. The Concert was at 20h, so I was out of time to reach FNAC Rive and then Victoria Hall by the beginning of the concert.

I had to go home and miss the concert I wanted so much to watch with my wife. I cannot point out enough how stressful, unpleasant, and disappointing the situation was.

I send an e-mail to FNAC complaining about what happened. I highlighted that if I knew that I could not get the tickets at FNAC Manor, I would have gone to another place to get the ticket.

I asked for a full refund (the minimum, considering all the situation they created), as I understand they made restrictions to the ticket printing that were not informed properly after buying it.

To my surprise, I received an e-mail from FNAC saying that the restriction to retrieve the ticket at FNAC Manor is informed in the process of buying (a small parenthesis box) - such as an absurd argument: 1) you buy the ticket months before the event and; 2) if you want to check the information again, you have to simulate buying another ticket!!!!!!!!!

Anyway, they just ignored my claim.

Never buying anything again from FNAC.

UPDATE:
The 13/Feb/2023 I tried to get in contact with FNAC using the e-mail provided by them in the reply to this review. Until today, 26/Feb/2023, I received no reply.

Very bad experience with them, I didn't received my order and they have no info over it. No tracking number, nothing. They are trying to put the guilt on another seller that was selling this product via their site, they should be responsible for their approval.

Ordered a click&collect in central Paris on Sunday, expected to be ready at the latest on Tuesday. It's Wednesday and the package still have to be collected for shipping. Big delusion when needing some gear in good time.

Final Update: The package was delivered 6 days after the original expected delivery date. Missed recording on 2 concerts, and had over 2000 euros blocked for a week. A operator from Fnac called me after, unfortunately only speaking in French, I think she just made apologized but could not really communicate, I found it embarrassing and cringe. I don't see how the apology fix anything anyway, the concert are not going to be played again, at least send a voucher.

I contacted their support online 2 times, which told me the package could be there the latest Friday, which of course did not happen. I contacted the email below, which I was answered "I’ve transfered your claim to our senior supervisor of our customer service." without receiving further updates.

I doubt I will be able to trust Fnac for punctual delivery or customer support in the future.

I bought a Roborock MaxV Ultra Robot from FNAC. Now there are issues in the robot and I am trying to contact FNAC to get it fixed. There seems to be some kind of deal between Roborock and Sellers that Sellers has to handle the repair/warranty.

First of all it was really hard to get any response from FNAC to move forward. After few attempts they responded and said that they will pick-up the robot for repair. They confirmed the pick-up twice and nobody came to pick up the robot. This is literally worst kind of service.

Its almost a month since I am trying to get moving things but its of no use.

Hope this comment will help people out there to decide to buy from FNAC

I ordered a Samsung power bank on the Fnac site on Tuesday the third of January. Up until now, the order has not progressed from the Processing stage. I have written three emails over the past 2 weeks and I have not received a single answer even though I sent the earliest email on the 10th of January, nearly an entire week ago. This is in contrast to their promise to respond to emails in one to two working days.
I am very disappointed with the lack of communication with their customers.
On their website, they say that the order would be delivered in 2-3 working days, and it has already been 2 weeks.
In conclusion, I would not suggest ever ordering anything from this website. Adding to that, it is impossible to contact them.