French Connection Group Inc.

Revdex.com:
I just received the refund that was due to me from French Connection, Ltd in response to my complaint (ID ***), and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
According to the Business words, they ignored the fact that they shipped out the order to the wrong address without my confirmation and canceled it when I asked them to correct the address with***, now they wanted to charge me the shipment fee, which in my opinion is not fairSo I claim that *** should refund me USDincluding the shipment fee of USD
Sincerely,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business continues to regurgitate their policies, while ignoring the basis of my complaint: they sent me DEFECTIVE merchandiseTheir website policies do not indicate that merchandise marked as FINAL SALE may be damaged or defectiveThe shoes I received are defective (see attached file, a picture of the shoes)I should receive a complete refund including my shipping costsI should not be asked to abide by their standard policies when they sold me defective merchandise without any indication it was as such
I sent the shoes back to French Connection early last week by Priority MailFrench Connection should already be in receipt of the package.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

French Connection wants to rectify any issue that has caused the customer to have an unpleasant service experienceOn 1/** the customer was advised that her request to cancel the order would be honored and that upon receipt of the returned merchandise, her payment would be refunded On 1/**
the customer’s credit card refund was processedOn 2/** the customer was contacted via the phone number on recordA message was left explaining that French Connection received notice from its banking agency that the refund attempt was rejected by the customer’s bankIt was also explained that before additional refund attempts could be made, the customer needed to contact French Connection and verify certain banking informationFrench Connection is awaiting the customer’s response. Please contact me with any additional concerns. Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I understand that they gave me credit but please understand that the store sales associate also told me to contact corporate and that they would be able to refund and the Broadway store made the call to corporate. Basically this is a big loss for me as Ithere isn't much that fits me at FC and I am on very tight budgetI really would like as a courtesy to have my money refunded. I returned the clothes in perfect condition just a couple of days after the windowI am an honest consumer and in good faith would like the money refunded. This is a big loss for me. Please understand the consumers point of viewAs a corporation I believe $isn't very much but for me it's rent money. I would really appreciate this one time courtesy extension.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** *** *

Hello,
Thank you for your recent email
We have continued to check the records in regards to the emails that were answered and sent to youOn August *** we sent you an email simply referencing our website's policy and to continue to send the merchandise back to our facility at the address
listed on your receipt for your one time exchange within our day policyYou purchased these shoes on 8/**Today's date is 9/**If you have sent the item back to us it can take up to weeks according to our website for us to be able to process an exchange and have a manager inspect the shoesPlease kindly reference us your tracking details for the package that was sent to usOnce the shoes are received within this day time frame we will be able to look at them thorougly and check our records to confirm this was sent out to you with the descriptions you have statedWe will need to have the shoes at our warehouse physically for us to be able to this correctly. We will gladly process with the exchange if the shoes are within website's terms and conditions and reach out to you direclty to obtain your new exchange detailsWe will gladly extend the day policy for you as a one time courtesy but please do keep in mind that we have to be fair to all of our customers
Thank you again for your patience and we hope to hear from you soon

Hello,
The item you sent us was not defective and as a courtesy to you we have approved a refundIf you have questions regarding shipping fees please contact customer service to speak with the *** *** at ###-###-####
have a great day

French Connection strives to offer our customers the best service possible. In an effort to ensure expeditious delivery of our merchandise French Connection partners with [redacted], a globally recognized and accredited shipping company.The customer’s claim that her package was lost is inconsistent with...

the delivery status [redacted] has on file. According to [redacted] the customer’s package was successfully delivered. Approximately three weeks ago our Customer Service department explained to the customer that because [redacted] reported her package delivered French Connection could not release additional merchandise or approve a refund prior to opening an investigation with [redacted]. It was also explained to the customer that [redacted] generally takes 7-10 business days to complete an investigation. As of today June **, 2015 two investigations have been opened and completed by [redacted]. Both of the investigations resulted in [redacted] advising French Connection that the customer “Acknowledged Receipt of Delivery”. French Connection informed the customer of [redacted]’s findings however the customer continues to deny having received the package and also claims she did not communicate to [redacted] that she “Acknowledged Receipt of Delivery”. In good faith French Connection has approved a refund of $124.40 and apologizes for any inconvenience [redacted]’s investigation process might have caused.

French Connection ensures that all customer refunds are processed in the most expeditious manner possible.A refund in the amount of $54.99 was credited to the customers debit card on Friday January **, 2015. While we apologize for the inconvenience, it was explained to the customer that it might...

take a few days for her to see a reflection in her account. Ordinarily, depending on the banking institute, completion of this type of transaction can take 3-5 business days. This refund has cleared French Connection’s account therefore the customer should see a reflection of the refund in her account by close of business day February *, 2015. If not we advise the customer to contact her banking institute directly.If you have any additional concerns please feel free to contact me.Thank you.

We are sorry to hear that this customer was not happy with the service she received. Below are the notes based on her order:On 12/**, this customer was emailed asking that she verify her shipping address as [redacted] worldship did not accept it as a valid address. We had to email the customer because...

she did not have a working telephone number in her account.On 12/**, the customer was emailed again asking for a valid shipping address. We explained that if we did not hear back we would have to cancel the order. The same day the customer provided us with her address and the order was shipped out that day. We provided the tracking number to the customer.On 12/**, the customer told us that the address we shipped to wasn't her address although we had confirmed it with her initially. We immediately contacted [redacted] to intercept the shipment and have it sent back to our warehouse since the customer said the shipping address was now wrong. This same day we explained to the customer that we would not be able to process the refund until we received the merchandise back. Also, since it was the holiday season we explained that their may be additional delays. The merchandise was received last week and the customer was refunded on 1/**/15.Please contact us with any additional questions or concerns. Thank you.

We are sorry to hear that this customer was not satisfied with our service.As stated in our original response, the customer’s order was not shipped to an address inconsistent with the information she provided. We explained to the customer that while her address information was not changed, the acceptable format used by [redacted] Worldship required us to enter her address information in the appropriate fields provided on their systems. (i.e., entering information such as a city/state/zip code on an address line filed is rejected by [redacted] systems) The customer was adamant we not alter the format of her address consequently the merchandise shipped to her had to be intercepted and returned to our warehouse. With consideration that our warehouse expedited the shipment consistent with address information supplied by the customer a refund of shipping fees was not warranted.Please feel free to contact me with any additional concerns.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], although I'm not satisfied with their explanation. But it really costs time and energy to continue bargaining with them on the refund of shipment fee of only USD8,  so  I claim the matter has been resolved. In the end, I really thank you for your help and support in this complaint.  It is you made me feel much more confident when I dealing this matter.
Sincerely,
[redacted]

French Connection is committed to offering its customers the highest quality of service. The customer visited the French Connection website during a 40% discount promotion on merchandise along with an additional promotion of "free shipping" if the customer elected [redacted] ground service (5 day...

shipping). The customer placed an initial order on Dec **, 2015 for the amount of $403.**. Apparently during the check out process the customer entered the "free delivery" promotion code and realized it resulted in the entire order being discounted at 100%. The customer subsequently placed a second order on Dec **, 2015 in the amount of $711.60 using the same "free delivery" promotion code. On Dec **, 2015 the customer was contacted by our Customer Service department. It was explained to the customer that due to an apparent system error in applying the "free delivery" promotion, her orders were discounted at 100% entirely, however consistent with the websites advertisement a maximum discount of 40% would be honored for the "merchandise" she ordered. The customer expressed her dissatisfaction with the communications from our Customer Service department therefore on December **, 2015 she was contacted by the USA Director of Retail Sales. It was again explained to the customer that during her product selection process French Connection’s website advertised a 40% discount, not a free merchandise giveaway. In good faith and in an effort to reasonably accommodate the customer, the USA Director of Retail Sales offered the customer an additional 10% discount for a total of a 50% discount towards her current orders and also offered a 20% discount towards her next future purchase. The customer declined the offers and refused to make any payment towards her open orders. Both orders were subsequently canceled and no delivery charge was incurred by the customer. We apologize for any inconvenience the customer might have experienced. Thank you.

Revdex.com:
I have reviewed the response made by French Connection in reference to complaint ID [redacted]. I do not understand how French Connection can honestly say that the shoes sent to me were not defective. The shoes were embellished in a specific pattern with medium sized studs. A stud was obviously missing from the front of one shoe out of the pair I received, which made the pattern distorted and incomplete. When placed together as a set (the way shoes are normally worn) the shoes obviously did not match. This difference did not look intentional, and I did not see it in ANY online pictures of the shoes on the French Connection website or any other website selling the shoes. All pictures showed the shoes with no missing studs and with the left shoe being identical to the right shoe.
Regarding shipping costs, I have already contacted French Connection directly, through Revdex.com, and through [redacted]. I do not care to contact them again, as I do not believe they have any intention of reimbursing me the cost to ship the shoes back to them. I will just absorb that cost and take this as a lesson never to do business with French Connection again.
I accept this resolution even though I am not happy with the way the matter has been resolved. Thank you for your assistance in this matter. I am glad Revdex.com exists to help protect consumers from unscrupulous businesses and to serve as record keeper for problematic consumer-business interactions.
Sincerely,
[redacted]

French Connection strives to ensure all of our customers receive fair and consistent consideration. At our discretion we will offer an extended accommodation in instances where a customer’s receipt is outdated. Based on the information provided, a Credit Note is the maximum accommodation available to the customer for this order.Thank you.

After researching, unfortunately the corporate office does not have any record of receiving a call related to this issue. French Connection’s return policy is 14 days and this policy is posted at all cash wraps in our stores and on the bottom of all receipts.  In order to remain fair and...

consistent with all of our customers, we must adhere to the policy. Based on the information provided, the store did make an exception for this customer by issuing a Credit Note rather than just refusing the return as the return was made after the 14 day window. The credit note that was issued can be used in any French Connection retail store in the US.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

It is the policy of French Connection to ensure our customers are informed of our terms and conditions. Customers are required to acknowledge that they have read, understand and agree to these terms prior to completing their purchase. There are (2) areas on the website that inform customers that due...

to the lingerie like nature of swimwear, it is FINAL SALE and is not eligible for refund or an exchange.  French Connection makes every reasonable accommodation to satisfy customer concerns, and concurrently recognizes our obligation to protect ALL our customers when merchandise is hygiene sensitive. Attached is the Add the customer responded to when making her purchase and the terms and conditions the customer was required to acknowledge having read. We apologize that the customer was not satisfied with the information she received from our Customer Service department, but are in hopes that she can appreciate the department’s requirement to adhere to corporate policy. In good faith and as a courtesy French Connection has made an exception to approve a refund of $58.80.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: I placed two orders on French Connection's website on 12/**/2015 for which I was given a 100% discount of the total purchase price. My total price for each order was $0.00 and I then paid $26.00 on each order for expedited shipping. A representative from French Connection called me on 12/**/2015 to inform me they would not be honoring the price I was given online and they would go ahead and cancel the order. It is not my responsibility to maintain their website and they should hold their tech department responsible for the glitch, not the customer. I believe they should honor the price I was given and work with their tech support to prevent this glitch from happening again.Desired Settlement: French Connection should put the customer first and honor the price the customer was given by THEIR company. They should ship my order.

Business

Response:

French Connection is committed to offering its customers the highest quality of service. The customer visited the French Connection website during a 40% discount promotion on merchandise along with an additional promotion of "free shipping" if the customer elected [redacted] ground service (5 day shipping). The customer placed an initial order on Dec **, 2015 for the amount of $403.**. Apparently during the check out process the customer entered the "free delivery" promotion code and realized it resulted in the entire order being discounted at 100%. The customer subsequently placed a second order on Dec **, 2015 in the amount of $711.60 using the same "free delivery" promotion code. On Dec **, 2015 the customer was contacted by our Customer Service department. It was explained to the customer that due to an apparent system error in applying the "free delivery" promotion, her orders were discounted at 100% entirely, however consistent with the websites advertisement a maximum discount of 40% would be honored for the "merchandise" she ordered. The customer expressed her dissatisfaction with the communications from our Customer Service department therefore on December **, 2015 she was contacted by the USA Director of Retail Sales. It was again explained to the customer that during her product selection process French Connection’s website advertised a 40% discount, not a free merchandise giveaway. In good faith and in an effort to reasonably accommodate the customer, the USA Director of Retail Sales offered the customer an additional 10% discount for a total of a 50% discount towards her current orders and also offered a 20% discount towards her next future purchase. The customer declined the offers and refused to make any payment towards her open orders. Both orders were subsequently canceled and no delivery charge was incurred by the customer. We apologize for any inconvenience the customer might have experienced. Thank you.