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Buy mens and womens clothing online at frenchconnection.com. Fashion retail chain for men and women
Reviews 340
Anon
Sep 19,2018BE VERY WARY OF SUBMITTING ONLINE ORDERS WITH THIS COMPANY IF LURED BY A PROMO CODE! I placed an online order yesterday for a £100 jumper using the promo code for next day delivery on orders over £50 as advertised on their web page at the time. The Code advertised as 24FCUK would not submit so I opened the chat service. The chat assistant told me to telephone 0333 400 3825 to get this promo code processed, however when I called this number it was "out of service". Having run out of steam/time to resolve this issue by contacting the chat service again, I proceeded with the order in the hope that this promo code would be applied automatically but although my order has been processed it is NOT as next day delivery as advertised but as standard delivery! This form of false promo advertising is in breach of consumer rights/trading standards! I am a very unhappy customer and am reluctant to order anything from them again! I do hope that this complaint is brought to the attention of their complaints department to address this issue and avoid further potential accusations of operating scams on their website. I only placed the order because of this 24FCUK promo code! Here is a copy of my chat transcript (I have removed identifiable details from names): ---------- Original Message ---------- From: French Connection To: ME XXXXXXXXXX Date: 18 September 2018 at 11:57 Subject: Your chat transcript The following is a record of your online chat. General Info Chat start time Tue, 18 Sep 2018 14:36:24 GMT GMT Chat end time Tue, 18 Sep 2018 14:53:52 GMT GMT Duration (actual chatting time) 00:17:28 Operator Dxxxx Chat Transcript Info: Thank you for choosing to chat with us. An agent will be with you shortly. Info: You are now chatting with Dxxxx. Dxxxx: Hello, how may I help? ME: Hi i am about to make an order for a jumper but when I enter the promo code for free next day delivery 24FCUK it still says standard delivery. The jumper is £100 ME: hello anybody there? Dxxxx: Please wait for a moment while I find that information for you. Dxxxx: thank you for waiting, are your ordering any sale items? ME: no its new stock Dxxxx: is your order being delivered within the UK ME: yes Dxxxx: Please accept my apologies if you would like to call us on 0333 400 3825 we will be happy to place the order and apply the express delivery ME: ok thank you Dxxxx: Thank you for visiting. Please contact us at anytime. THANK YOU FOR YOUR RESPONSE OF MY REVIEW BELOW. I can confirm that I was within the terms and conditions of your promo code. The item ordered cost £100 and I have an order acknowledgement email from you that shows the time of 12.01 pm (your chat line must have different timings to real time UK). I can assure you that I checked these terms before submitting my complaint ! Moreover, one would expect that your chatline advisor must have checked this out too by her response to me-indicating I should call the number she gave me to have the promo applied! My Order Number is: 2309736. Looking forward to hearing from you again on this matter! 4 days on... NO escalated reply from supervisor as yet!
Katarzyna Mieszkowska
Sep 18,2018This company is a scam. I ordered Karen Millen Lace panel dress, they sent a non brand Tshirt! I demand my money back or will start legal action! The order number is #797.
Camille
Aug 14,2018Avoid shopping online with French Connection! I love their clothing and will continue to purchase in stores but the customer service I have received from the online department is absolutely shocking. I purchased several items and returned two a few days later, I received a refund notification for one of the items and an email saying that they are unable to process a refund for the second item because it has been returned in an unsaleable condition!! I emailed a response stating that the item was in the exact same condition that I had received it in therefore I cannot see how it can be in a non resaleable condition (I did not fully examine the item or try it on as I did not like the colour) and that I look forward to receiving my refund ASAP. I received a further response stating that on this occasion they are unable to provide a refund and will be returning the item to me! This is just unhonest and not the service you would expect from a well known brand like French Connection. It would appear I am not the first innocent victim of this new type of fraud either. I just wish I had read all the reviews on here before purchasing online. Needless to say I have contacted the CEO and requested a chargeback on my credit card for the item.
Melania Arba
Jul 26,2018French Connection: high prices and clothes made in the underdeveloped countries with poor materials, useless customer service! I buy this dress "Diamond fringe beaded dress" by London and I pay it 399£. I worn it for an important dance marathon but the evening was a disaster due to dress. Already at dinner I could not sit because the studs stung and hurt the skin. After I had a very bad allergic reaction due to the fact that the material of the beads is not nickel free and I am allergic! In short, I still care of the wounds and stains left on the skin, spending a lot of money. The customer service (it seems a call center because every time someone else answered me) was very good at saying "I'm sorry" but it was not helpful. In fact, they agreed to send her the dress back but I would not have refunded anything because even though I still have the labels (that I removed in the evening the event) but I lost the receipt. Since I live in Italy ,I'm trying to figure out if in the UK is one valid consumer protection where I could address myself. Fcuk never again!
Sanam
Jul 21,2018Love the products, some stores amazing service. So disappointed with Westfield branch (white city) male staff extremely rude and unprofessional , but female staff are absolutely amazing, so friendly and helpful. So disappointed with lost visit. Highly recommended to stay away from the male staff!
Rebecca Durrant
Jul 12,2018Bought the French Connection Sofas from DFS can not belive how badly made it is. Rang FC and they told me to go back to DFS. DFS told us we should not of bought a sofa with buttons , that sounder like guilt to me, How can FC have their name on such rubbish and not do any thing about it, Do not buy, 0 stars
seabreeze
Jun 30,2018My intiial experience on purchase was amazing fantastic staff . Bought a dress as a bridesmaid dress for a 12 year old was told if she didn’t like it or didn’t fit no problem bring it back they fully understood. Well took it back 10 days later as it was a little big and she didn’t like it. The manager on that day quite rudely said it’s sale you get a credit note or exchange. I explained what had happened to which she pointed at the till point where a small notice said the refund policy it was displayed flat where you actually lay your purchases so you cover it over as you pay! She also with no empathy said it’s on your receipt. I did say I hadn’t realised as I had been told no Problem with a return when I purchased. She rolled her eyes and said you can look now or have a note. What a difference in staff .
Jakub
Jun 19,2018My wife bought a dress a year ago, it turned out to have a hole. We tried to exchange it, but there weren't any left. We were given a gift card instead (NOT CASH!). The 12 month period for which the gift card is valid is passing in 2 weeks time, so I have to spend it, otherwise I will loose the money...I I tried to spend the gift card even though I don't like anything from their store. I looked online and finally decided on 2 least ugly items BUT...It turned out I cannot spend the gift card online and I have to go to a store. How ridiculous!!!! W.TF? I think FCUK is the only store that doesn't give money back for returns AND that the gift card is only spendable ONLY in store. Hello? its 21st century!!!
DPH
Jun 09,2018I don't have any issues with your products but why do you have associations with 'Voucherbox'? I've bought products from yourselves in the past and recently bought an item using a link provided on Voucherbox's website claiming that if I used by their link and I'd receive a cashback. I did this and when I provided them with everything they needed they didn't reply and still don't reply to the questions I've emailed them about. The cashback just doesn't exist. Do you normally associate yoursef with companies with such a poor customer services department and is it all just a con?
Caroline Winstone Dowdeswell
Mar 16,2018I have a zinc French connection sofa bought from DFS that's horrendous quality it cost me nearly £3 k and I would like an email address to send u the photos as I'm sure u would like to see the quality of rubbish your name is being put to ! The sofa is endorsed with the French connection name , of course I've complained to DFS I wanted French connection to be made aware of the trash DFS are putting your brand name to I find it bizarre that u r not concerned!!!
Jaehyun Park
Mar 13,2018I placed the order at march 2nd. and they said they shipped the package on march 4th. but haven't got tracking number. I sent an email to customer service, no response. I feel that I got conned. please track my order #348
Grace Chow Mein Choi
Feb 03,2018Really disappointed with the quality of my jumper, had to speak to several customer advisors and returned my jumper for a new one. After the third discussion, really pleased FCUK could help and offer me a new jumper. Took some effort but there are genuine good customer service from this company. Thank you
bernie
Jan 30,2018Just want to make others aware that during the sale period at French Connection, they do not offer free returns - it's 'switched off' and your paperwork has the free returns label removed. I find this very unfair to be honest. Takes away all the goodwill from the discount you receive during the sale period and sometimes a further 10% off is offered. So if you decide not to keep the entire order, you lose the discount to postage fees and end up paying the same amount. Pointless really. Do not know of any other retailer that switches off their free returns policy at any point during the year. French Connection should remember that not all of us live close to one of their stores (you cannot return to concessions) so we have no alternative but to use the website. FC should seriously consider the impact this policy has on its shoppers and hold on to them in whatever way they can rather than lose them. In the future if I purchase French Connection goods, it will be through House of Fraser or John Lewis or maybe not at all in light of this.
Catherine
Jan 21,2018I advise all customers to avoid this brand due to the poor quality of their goods and the total discontent they show to their customers and reading many of the reviews below I am not the only customer to feel this way. I purchased a women’s black jacket from French Connection in Hong Kong. The price of the item was $799.00 HKD unfortunately, I no longer have proof of purchase as I paid cash for the item and disposed of the receipt but as I am a loyalty card holder for this store then my purchase details should be held on my account. I would also like to add when I purchased the product I asked the sales assistant for a brand new jacket not one that had been on display so I assumed that the member of staff would have checked the product before bringing it out to me before I paid for the garment. This item had not been worn and all the tags are still in place stating the name of the company and the price of $799.00 HKD but when I took it out of my closet to wear it there is tear down one of the sleeves. I certainly would not have expected this from a company such as French Connection. I returned the item via registered post to FCUK in Hong Kong and asked them to investigate the matter but even though I have tried to resolve this matter with them they refused to deal with it and were insistent in returning the faulty item back to me. I heard nothing from them so I sent a further letter via registered post and as I still heard nothing from them I made a claim with the Small Claims Tribunal Ordinance and forwarded the documentation advising them of this; I received no acknowledgement or reply. Then with one week to the court case I sent them a further email giving them the opportunity to bring this matter to a close by accepting an exchange even though I had requested a refund but again I received no acknowledgement or reply. Three days prior to the court case I received via email a copy of their defense stating that the company cited in court is incorrect and the company does not exist; even though their name is on the tags attached to the garment and at the bottom of all the correspondence I have received. When we got to court it became apparent they are operating under different companies and choose which one suits them to which they operate under. They also stated in their defence that this item could have been purchased elsewhere but as the tags on the item state the FCUK name on it and the price was in Hong Kong Dollars so this was proof it had been bought in Hong Kong and could not have been bought elsewhere. As a loyalty card holder I believe this transaction would be on my record against my telephone number and would act as proof of purchase but as a customer I do not have access to this; I am unaware if the transaction has been recorded or could have been intentionally moved. I asked for a copy of my account records at the hearing but my request was refused by FCUK. The court case was then adjourned as the Judge requested FCUK locate proof of my loyalty card transactions and send it to me. This was subsequently sent to me but the details did not relate to me; this can be proven by the visas I have been issued by the Immigration Department in Hong Kong. Ironically no details relating to my loyalty programme have been provided, all the details that have been supplied in the statement relate to a period prior when I was residing elsewhere. Ironically the email address provided was not correct and this can be proven as this is the email address FCUK have being using to communicate with me; this was raised at the next court hearing. The adjudicator asked the representative from FCUK to confirm if the fault on the jacket was a manufacturers fault or part of the design; she confirmed it was a manufacturers fault. The court asked FCUK to go back to the manufacturer and come up with a resolution as the FCUK representative had admitted it was a manufacturers fault but they now state the manufacturer is no longer in business. I have asked for the name and address of the manufacturer they claim is no longer in business so I can do my own checks but they state they do not have to give it to me. At the next court hearing they claimed they no longer had a connection to the store I purchased the faulty item from but on again my own investigations the reason they gave this excuse was because that particular branch had closed down on the 1st December 2017. On the 16th December 2017 in my frustration I sent an email of formal complaint to Mr. Neil Williams the Chief Operations Officer and I received a reply apologising that I felt the need to contact him and he would investigate the matter and get back to me; six weeks later I am still waiting on that reply. Throughout this whole process I have continually been given false information by FCUK. I advise all customers to avoid this brand and their products as my situation is clearly an example of the utter discontent they have for their customers because if their Chief Operations Manager cannot have the courtesy to respond and allows his company’s reputation to be dragged through the courts along with the costs they are incurring it is hardly surprising that for the last nine consecutive years French Connection have made a loss. I have been more than amicable in trying to resolve this matter even willing to accept an exchange rather than a refund but FCUK have acted obstinately in my attempt to resolve this matter. I recommend customers spend their money where they are made to feel like a valued customer. See message below from French Connection stating a would receive a response; two weeks later I have just received a threatening email from French Connection in Hong Kong and I am appaulled and disgusted and some what frightened by the tone of the message. How dare they tell me who to and not to contact. I am entitled to contact who I want, when I want and I am entitled to freedom of speech and I feel the shareholders of the French Connection Group (FCCN) are entitled to know how they portray their name. I have been threatened with regards to dropping this case and I am now making a complaint with the police in regards to threatening behaviour whilst there is an ongoing court case. I will be passing a copy of my reply and their message onto The Small Claims Court in Hong Kong and the shareholders of the French Connection Group (FCCN) as this type of threatening behaviour is not acceptable.
Kay Noelle
Jan 18,2018I forgot about my last horrid experience with FC 2 years ago (which led me to only buy clothes from bricks and mortar stores not their website) and bought 3 dresses. I’ve recently moved so I put in my new address and checked out via PayPal. Immediately I caught my mistake and say that while billing address was accurate my shipping address was my old address. I immediately sent an email because it was after hours notifying them of my mistake. I received an automated message saying they would be in contact in 48 hours. They never were so I called at that point. First time I called despite being the only person on hold call wasn’t answered over 30 minutes. So I called back, this time I started the process of updating my address with the employee and was disconnected. Called immediately back and was greeted by a voicemail indicating she had gone home for the day DESPITE knowing she had been on call with a customer less than a minute beforehand. I left a voicemail for a return call. And similar to the email situation, I never got one. So I called today just to be told “oops I think it’s already shipped out this morning to the incorrect address”. But she promised to confirm and communicate with me via email the outcome. And unsurprisingly she didn’t-what I did receive was an automated email telling me my package is en route to the wrong address. So of course now I need tracking information so I can try to get to the carrier before they abandon my items at the door step of some one who is NOT me. I emailed this request and left a voicemail-but at this point I plan on calling for the 5th time in 2 days since this staff is unprofessional unhelpful and not at all proactive. If I can’t intercept my items I will be filing claims with PayPal and bank. Luckily I have an email history of ignored emails and a call log of outgoing calls showing that while the initial mistake was mine-their lack of even basic customer service is primarily the culprit in this transaction from hell
Carolyn Schantz Yarton
Jan 06,2018I ordered and was charged for a sweater on December 14. I called on the 23rd and was told it had just shipped that day, and she couldn’t track it, but would send me a tracking notification as soon as it was available. I have not received a tracking number, and I still don’t have my package. I was told the sweater shipped late because it was on back order. I was never told it was on back order, and since I was charged on the day I ordered, I assumed it was available. I emailed yesterday, no response. I called this morning and was told they would get back to me within a half hour with an answer, nobody called back. I just waited 1 1/2 hours on hold with no answer. I’m thoroughly disgusted with your customer service! Where is my sweater??? Order #312187
Hayley Peek
Jan 05,2018I bought a pair of boots in store yesterday which where in the sale, however I have worn them today and the structure of the boot has collapsed and looks awful, and the back of the elastic is nearly falling off, considering I have only worn these for max 2 hours and spent nearly £100 on them, I am bitterly disappointed to have such a poor quality item. I am aware that you cannot refund on sale items, but surely if the product is faulty I should be able to? I very much doubt I will be purchasing anything from here again as I do not expect to pay such money (in sale too) for a pair of shoes that loose the frame within a matter of hours.
jess glazier
Dec 30,2017I have never reviewed a store online before but I felt compelled to do so after my experience yesterday from 2 staff at 2 different stores. I Visited the Spitalfields pop up and spoke with Beth and also visited the Oxford Street store and the customer service was outstanding. The staff went above and beyond.
mandy
Dec 14,2017Great clothes and amazing customer service!
Amy
Oct 31,2018Can I leave zero stars? I ordered online through Jills steals and deals/the today show. You would think that they would do their work before recommending the company. I ordered a winter jacket three weeks ago and it still has not shipped! They sent me a FedEx tracking number which states they created a shipment on October 19 and here it is October 31 and it still has not shipped. I have emailed several times asking them to you immediately ship the jacket or issue me a refund and cancel the order. Of course I didn’t receive an answer. Do not shop their online store!! I wish I had read these reviews before I placed the order. But I guess I figured the today show would only recommend quality stores.