"Check coat with hood light (tan colour) - disappointing customer service and awful product quality"

I bought Check Coat With Hood Light on 26th of March and after wearing 3-4 times everywhere there were piling and bobbling. I contacted the customer service who advised me to return it to their warehouse and suggested me to ask for an exchange or refund. Indeed I asked for a refund despite loving this coat, unfortunately you can wear it as it looks worn out for years. After 2 days the customer services comes back to me saying “that due to the nature of the materials used some bobbling / piling is to be expected and is not considered a manufacturing fault”. I was very disappointed as the full price is £ 199, the brand is French Connection which in my opinion and due to this last episode the prices are too high for the quality offered, the customer service is unhelpful and also they do not make customers aware of any issue. So, now they will return this coat to me as they do not take the responsibility of refunding it and I waisted time and money on their website. At this point I am really thinking to buy cheap clothes rather than medium price range. At least you know what are you expecting and you cannot complaint about.

My order nr. is W2401413. The reason of returning the product is not that I do not understand the material nature but you do not advise the customer in advance for this material feature. Said this, in my opinion a good company and efficient customer service should refund the product as the quality is very poor and the customers have not been made aware of it.

Thank you for taking care of my order. I really appreciated your help and effort in refunding the full amount.

"Outdated customer service"

I ordered a couple of rugs and returned one to them via my work using next day tracked delivery. The next day i checked via Royal Mail and it had been signed for. After a week i called about my refund as i had heard nothing from them. I was told to provide proof of postage as they did not have it! I screenshot the royal mail page and sent it to them. I was told that i had to provide the paper copy from the PO. I explained that it had been sent via work and that i could offer them a copy of our "book" with the postmans signature on it which is what we use all the time. After more emails i was eventually told that as a "Goodwill" gesture they would refund and that next time i would have to have the paper copy for proof!. No apology for the fact that someone in their warehouse had stolen it or not processed it properly and that I had to spend time chasing. It was like they were doing me a favour! I did sugges to FCUK that they update their "Return" info as nowhere on that website does it state that it has to be the paper copy.

In todays busy world many people use the company postal system as often the PO is closed after office hours.
Rubbish customer service, would not use again on that basis

"I bought a jumper that shrunk in the…"

I bought a jumper that shrunk in the wash the first time I washed it to a quarter of the size. On taking it back I met the most arrogant sanctimonious narcissistic manager who tried blame shifting and provoking me to get irate so she could use the reaction she was causing as the reason not to help me. Baiting and bashing. I will never shop there again.

"Paid TWICE VAT and zero customer service"

with French connection, you pay twice VAT.
I paid twice VAT both UK VAT and NORWEGIAN VAT. It did not make any sense. When I talked to the customer service of the carrier, they said there is nothing they can do as French connection has added VAT on my invoice. when confronted with the situation the customer service said it was a mistake but afterwards claimed that this is how it works. I never pay twice VAT but only FRENCH CONNECTION. Not to mention the arrogance on emails...NEVER again!

"French connection has the worst…"

French connection had the worst customer service ever. They had an attitude for no reasons and hung up on me before I finished my questions or sentences.

One representative told me initially that she cannot help me to exchange the size or cancel my order. After I insisted to talk to her manager, she changed her story that she can cancel the order for me. I wanted to ask her name and thank her after that, she just hung up on me. Almost all customer service from other company that I spoke to in the past would at least ask "If there is anything else I can assist you today?" before they hung up. It's customer service 101. Instead of hanging up on people!

I called back and asked another customer service to confirm my order was canceled and I also had to request to have an email confirmation from her. Otherwise, they are going to do nothing! I asked if I can get the name of the person who I spoke to earlier, this representative got completely silent on me! I said "excuse me", she said "Yes, I am working on sending you the email." Then silent again...while I told her story about the customer service experience. She said she sent it and I should receive the email and then hung up again without asking if there is anything else that she can assist me.

They are not nice at all!! Not just one person did that to me, two of them! One person I spoke to before them was relatively nice but she didn't do much about my order.

It's a shame that such a company hire people like that. If you call their customer service, don't feel surprised that they are bad.

"Disappionted"

I made my very first order at French Connection during Black Friday, but my parcel is now lost and I have been calling customer service to ask for help for a few times already but they always reply there is nothing they can do. It was a very expensive purchase, I am very disappointed. I will never shop with French Connection online ever again.
Update: My order number is W2336932.

"I purchased a jumpsuit in a local store…"

I purchased a jumpsuit in a local store on sale, but when I went online a couple of hours later it was listed at a lower price. I called customer service to clarify and when I gave her the style code, she called the store who advised it to be a different product with the same name and identical styling - but that the price should have been the same price as online! After much debate and a few more calls, they refunded me the difference. However, then a supervisor called me a couple of days later to advise that they should never have refunded me and I should have taken it up with the store directly. Very abrupt. I explained again that product looked the same and had same name but she was adamant, and quite rude. She then called me back on 2 further occasions over next few days to try to prove her point! Not sure what the actual point was as they'd refunded me already. Very strange (& annoying) experience and has completely put me off shopping with them again.

Updated reply to French connections comment below: I am not prepared to put my personal contact number on an open forum. However, feel free to provide a name and contact number on behalf of French Connection and i will gladly give you a call to discuss further. Thank you.

"A 1 star is being generous"

A 1 star is being generous. I ordered a coat through steals and deals, did not ship within two weeks as indicated at the time of purchase. Arrived late and arrived in the wrong size. After multiple attempts of trying to get in touch with someone I finally made contact and now a month and a half after ordering and paying for the coat, I STILL do not have the coat I paid for or an eta. Worst customer service I’ve ever dealt with. I’ve asked for a refund multiple times and have had zero success. I will never be purchasing from French connection or through steals and deals ever again.

"Beware the November 'refer a friend…"

Beware the November 'refer a friend offer'. **** It doesn't include homewares. It seems that French connection want to mislead customers otherwise surely they would say ***except homewares on the offer itself.
It mentions this important exclusion only at the end of the small print. What a waste of time registering and then trying to add a code which it kept saying was not valid.

"Kind of disappointed with the online…"

Kind of disappointed with the online service I got. Received a totally different item than what I ordered and the support was not entirely helpful as well. The image of this company, to me at least, went from good to bad in a matter of seconds. Will not be shopping with them anymore.