French Connection Group Inc.

Review: I ordered multiple items on one order (online). I only received part of my order but was still charged for the item I did not receive. I contacted their customer service regarding the missing item. They explained that due to inventory issues, they were out of stock for that particular item so I would never be receiving the item. I then asked for my money back since they were unable to fulfill the order for the item they already charged me for. After tens of calls and complaints to their customer service (who is VERY rude) and their 'management,' I have still not received my money back for an item I NEVER received in the first place and t has been 4 months since the initial purchase.Desired Settlement: I want the refund for the item (shoes) they charged me for that I never received. I'd also like an apologize for how extremely rude and condescending EVERYONE who works at this location has been to me. It's been over 4 months now...I'd like my money back. Thanks!

Consumer

Response:

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

Sincerely,

Review: I placed online order #[redacted] on July [redacted], 2013 for two items (Penny Pleats Dress, City Stripes Dress). On July [redacted], 2013, I noticed that those same two items were further reduced. I sent an email asking for a price adjustment, since no policy was listed on the company website, my order confirmation email, or shipping receipt. I was denied. It is customary to provide price adjustments within a 14 day window from purchase. I would like a refund of the difference or a new return label to return these items.Desired Settlement: Refund of price difference or new return label to return these items.

Business

Response:

Dear [redacted],

We are sorry to hear that a complaint was filed with The Revdex.com. To follow up with our Refund and Exchanges complaint response, according to our website, under our Terms and conditions section 11-Pricing and Promotions reads "Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you the difference after your order has been accepted". The date the order was placed was July **, 2013. You sent us an email on July **, 2013 requesting a further price reduction, which was not accepted due to our French Connection policy.

Our French Connection Final Sale Exchange policy reads "Items marked FINAL SALE cannot be returned but may be exchanged for merchandise of equal or greater value within 30 days of the ship date. We do not refund the postage costs for exchanges of FINAL SALE merchandise. No return label will be provided for FINAL SALE purchases".

We apologize for the disappointment and inconvenience this has caused. We hope that we can better serve you in the future.

Thank you,

French Connection Website.

Consumer

Response:

At the time of purchase on July [redacted], it was not marked as a final sale/non-returnable item. When I asked for a price adjustment on July [redacted], I noticed it had become a final sale item. Their change should not effect my return.

Business

Response:

Dear [redacted],

We are sorry to hear that a complaint was filed with The Revdex.com. To follow up with our Refund and Exchanges complaint response, according to our website, under our Terms and conditions section 11-Pricing and Promotions reads "Unfortunately, we cannot advise you in advance of reduced priced items or reimburse you the difference after your order has been accepted". The date the order was placed was July **, 2013. You sent us an email on July **, 2013 requesting a further price reduction, which was not accepted due to our French Connection policy.

Our French Connection Final Sale Exchange policy reads "Items marked FINAL SALE cannot be returned but may be exchanged for merchandise of equal or greater value within 30 days of the ship date. We do not refund the postage costs for exchanges of FINAL SALE merchandise. No return label will be provided for FINAL SALE purchases".

We apologize for the disappointment and inconvenience this has caused. We hope that we can better serve you in the future.

Thank you,

French Connection Website.

Review: I ordered one coat on [redacted] on ** Dec 2014, at order #[redacted]. And frenchconnection emailed me that the address I offered was not correct. Before I agreed, frenchconnection shipped out the order on ** Dec with [redacted] at a different address([redacted]), then deducted USD218.74(including USD8.75 shipping fee) from my account. I emailed frenchconnection on the same day to ask they to correct the address with the [redacted], meanwhile I offered another [redacted] tracking no.[redacted] to Frenchconnection, in order to prove that the address I offered was correct. But Frenchconnection had done nothing, only emailed me to tell that the coat was returned. And from [redacted] tracking information, I noticed the order was returned and delivered on ** Dec.

After that I contact frenchconnection on, 1) Why they shipped out the order to a wrong address without my confirm; 2) Why they did not contact [redacted] to correct the address even after I offered enough proof. Instead, they just called back the order rudely. 3) When they will refund me. And because there was shipping fee of USD8.75-, will they refund the shipping fee as well?

After that, I emailed them almost every day. Till now, ** Jan, I only got one email from frenchconnection to declaim they need 3 weeks for the refund process after they received the return and totally ignored my other questions.

The truth is, almost one month has passed, I haven't received the refund, nor heard from this company, no matter how many times I contacted them.Desired Settlement: The company fully refund me of USD218.74 to my credit card ASAP.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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[redacted], now they wanted to charge me the shipment fee, which in my opinion is not fair. So I claim that [redacted] should refund me USD218.74 including the shipment fee of USD8.74.

Sincerely,

Business

Response:

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.

Consumer

Response:

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,

Review: My package which I ordered online was lost and the customer service of French Connection made it clear to me that they wouldn't bother helping me solve this issue with [redacted] even though it was the shipper who needed to contact [redacted] (according to [redacted]). Their customer service never returned my phone calls and stopped responding to my emails when [redacted] told me it was vital for me to stay in touch with the shipper. I am basically stuck between French Connection who wants nothing to do about the lost package and [redacted] who wants to deal with the shipper only. It's been two weeks and I have no idea if I'm ever getting a refund or a dress.Desired Settlement: I want to receive a refund for the dress which I paid for and never received. The other option is to send me another dress. I would also like to receive an apology for a terrible customer service. I am your client after all.

Business

Response:

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.

Consumer

Response:

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. Hello there, I have filed a complaint against French Connection and [redacted] about the undelivered package. This morning, I've received an email from French Connection stating that I will be refunded. Therefore, my complaint against [redacted] can be dropped. [redacted] made false statements on my behalf as a customer telling French Connection that I acknowledged a successful delivery when in fact, I was the one to file a claim on [redacted] website about a lost package and I had to open two tracers for their investigation. Thank you for helping me reach a fair resolution in this case. Have a good day. Kind regards, [redacted]

Review: I am absolutely disgusted, I have spent thousands with FRENCH CONNECTION over the last 25 years and thanks to their awful web [redacted] they have stolen my money. I just had [redacted] and wanted a one piece to cover the scars so I purchased a swimsuit from their site in May, I am 5’2, 110pounds, I ordered a small. It arrived so small that I don't think it would fit my 10 year old niece, the breast cups are so low they must be for some one not even 4ft tall. I filled in the return/exchange form it came with and returned it for an exchange without even trying it on. After over a month of hearing nothing I call and I am told they will not refund or exchange or even return the one I purchased and paid priority to return for an exchange. This is theft, there was NO warning when I ordered this that this is an item that can not be returned, something they have at least now corrected on their site but nothing was listed on the order page 2 months ago when I ordered it, if it was I would not have purchased. How can they send faulty goods, incorrectly sized and refuse to refund them? They keep deleting my posts on their facebook page instead of actually responding, they refused to make this right on the phone and have ignored my emails. Please help make this right.Desired Settlement: Refund or exchange please.

Business

Response:

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.

Review: I purchased a dress and a top from French connection. I decided to return it two weeks after purchase and was told that I cannot return it, that it was past the 14th day return policy. I was trying to return it on the 15th day. I was told to call corporate to which I didn't get any call backs or emails back. I called the [redacted] in Broadway store and she said she would call corporate on my behalf which also resulted in no call back. I went to the West broadway to seek help. Again no managers on premise and sales associate (very helpful) told me that corporate always honors refunds if you call. Again I called and so did she but never got a hold of corporate again. At that point I was frustrated and had to take a trip to Europe and would be out of the country for several months. I was told that I should not wait that long and best if I made the return for credit which I did. Both items were perfect, unworn with tags affixed. I was given a $306.23 credit. Please understand I really didn't want this credit and just needed my money back. I will not be using the credit as I am travelling to India and told them I will not be able to use the credit. The sales associated kept telling me to call corporate but corporate does not call or email me back. I am very frustrated and now have a $306 credit from August which I will not be using so it goes in their "breakage" revenue. I don't believe this is fair and would really just like my money back.Desired Settlement: $306.23

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 budget. I 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 window. I 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 view. As a corporation I believe $300 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,[redacted]

Business

Response:

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.

Review: I ordered a dress from the French Connection company online on the [redacted] of January, 2015. My order number was [redacted] and cr was [redacted]. At the time, and presently, they were advertising a sale for an additional 50% off sale items if you use the proper sale code [redacted] at checkout. The dress I ordered was on sale for $109.00 and upon checkout I entered the sale code [redacted] which should have brought the price of the dress down to $54.50. Upon entering the code there was no difference in the price marked on the order summary so I thought that the additional 50% off would be deducted off of my bill. The order was placed on the [redacted] and was shipped on the [redacted] of January. When I received a copy of my bill via e-mail on the [redacted] I noticed that I was charged the full sale price of the dress, $109.00. I contacted the company upon noticing this and spoke with a customer service representative named [redacted] took my debit card information and told me I was refunded the difference and was charged the appropriate sale price of the dress being $54.50; however, she did inform me these transactions may take a few days to be completed. This phone call happened on the [redacted] and I checked my bank statement this morning online today (February *) and there is still no record of ever being refunded the difference.Desired Settlement: The desired outcome I have from my complaint is to be refunded the difference and charged the price of the dress the company promised me. I would like to be refunded 50% of the $109.00, like the sales promotion stated.

Business

Response:

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.

Review: I placed my order on 12/**/2014, and the order number is [redacted]. Time passed and I still didn't get my staff. What do you do with this situation?Desired Settlement: Either you ship the staff which contained in the order, or refund ASAP.

Business

Response:

French Connection wants to rectify any issue that has caused the customer to have an unpleasant service experience. On 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 processed. On 2/** the customer was contacted via the phone number on record. A message was left explaining that French Connection received notice from its banking agency that the refund attempt was rejected by the customer’s bank. It was also explained that before additional refund attempts could be made, the customer needed to contact French Connection and verify certain banking information. French Connection is awaiting the customer’s response. Please contact me with any additional concerns. Thank you.

Consumer

Response:

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,

Review: I had used this companies website to purchase two dresses, the first dress is without issue, the second dress however is defective. I washed the dress as the tag instructed and the dye ran on the dress making in unwearable. Initially the dress was too big for me so I had the bottom portion taken in slightly by a tailor, however the fabric was not even cut in this process, the seams were just redone down the side portions. I wore the item once and laundered it. When I discovered the issue with the dress I emailed the company with all of the details and awaited a response. Please see the email below. Immedietly after receiving this I called the number listed and spoke to a representative. Upon pulling up my information they informed me that I could at my own expense return the item to them for review. I asked if I could take the item to one of their store locations and was informed that was not an option and the only recourse was to send the item to them. I find it very ridiculous that I need to pay to send this item to them for review at my own cost for a defective product I also find it appaling that the initial response from the company was so completely rude and showed a complete lack of care from the company in the first place.

Hello,

Thank you for your recent email.

We are sorry for the inconvenience this may have caused. Since this style has been altered, it is against our policy to accept an item that has been compromised.

Sorry for the inconvenience.

Have a great day.

French Connection USA [redacted] Monday-Friday 9-5p EST

From: [redacted]

Sent: Monday, June **, 2014 6:05 PM

To: French Connection USA

Subject: ITEM ISSUE - ORDER [redacted]

Hi,

I recently purchased two items from your website, utilizing a Gilt Certificate I had purchased. I have to say I am very disappointed in the quality of the Lucky Leaves Cotton Dress, Item # 71BIKUAC10. I needed to have this dress taken in and did so with my local tailor. I wore the dress once and then washed it exactly as the tag instructed and I was completely horrified when it was finished to find that the dye had run on the dress and it is now completely unwearable. Luckily the other dress I purchased does not have the same issue and has laundered without issue. Please advise me how this issue can be corrected.

Thank you,Desired Settlement: I am looking for the company to send me a return shipping label and to exchange the item, I also wouldn't mind an apology for the dismissive behavior their customer service team displayed. Also I am upset that I will have to pay for the dress to be altered again.

Business

Response:

Thank you for taking the time to reach out to us directly in regards to your recent inquiry.

As per the conversation that was had on 6/**/2014, with one of our representatives, you were advised to send the tailored item back to our facility for futher inspection. According to our French Connection Website's terms and conditions "Altered merchandise, underwear, swimwear, and fragrance cannot be refunded or exchanged."

Since this item was altered, we recommended you to send us this style via UPS ground shipping and attach your copy of the receipt showing the amount you had paid upon shipping this package back to our facility. After confirming with our merchandising department that this dress has a manufacturer defect and that all caring instructions were followed, we will then be able to refund you for the shipping costs as well as process a transaction to issue you a replacement. We have put this style on hold in a size 10 for your convenience. If the size is too large please let us know if you would like us to put a size 8 on hold for you instead.

if you have any questions or concerns please contact us at ###-###-####.

Have a great day,

French Connection team USA.

Review: Placed order on August ** for a pair of shoes that were marked down and labeled FINAL SALE. The shoes I received were defective. The shoes are embellished with studs. A stud is missing from the left shoe, and a line of studs that runs up the center of the shoe is not straight on the left shoe. There was NO indication on the website that the sale merchandise was or might be defective. There was NO indication that I might be getting other than first quality merchandise.

When I contacted French Connection, I was told that they would not refund the purchase - the item fell under their standard Final Sale policy. THE STANDARD FINAL SALE POLICY SHOULD NOT APPLY WHEN THE MERCHANDISE SENT IS DEFECTIVE BUT WAS NOT LABELED AS SUCH. According to the Final Sale policy, I must send the item back at my cost (I already paid to have the item shipped to me) at which point I can then make a one time exchange for another item on their website. I asked for a refund or reshipment of a non-defective pair of the shoes, however the shoes I ordered are, apparently, no longer available. French Connection refused to (1) reimburse me for initially shipping me defective merchandise or (2) pay to have the defective merchandise returned to them. They also refused to issue me a refund or even a credit for a future purchase. In essence, I am being asked to absorb all costs associated with French Connection's error/problem. This is a problem with their merchandise - a customer should not lose money because French Connection sends improper/defective merchandise.

I have contacted the company 3 times with regard to this issue. My last correspondence on August ** has to date (September *) received no response.Desired Settlement: (1) Refund of original purchase including shipping OR store credit for original purchase + shipping + return shipping

(2) Properly/clearly label defective items offered for sale

(3) Outline policies regarding defective merchandise on website

Business

Response:

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 you. On August [redacted] 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 30 day policy. You purchased these shoes on 8/**. Today's date is 9/**. If you have sent the item back to us it can take up to 3 weeks according to our website for us to be able to process an exchange and have a manager inspect the shoes. Please kindly reference us your tracking details for the package that was sent to us. Once the shoes are received within this 30 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 stated. We 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 details. We will gladly extend the 30 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 merchandise. Their website policies do not indicate that merchandise marked as FINAL SALE may be damaged or defective. The shoes I received are defective (see attached file, a picture of the shoes). I should receive a complete refund including my shipping costs. I 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 Mail. French 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,

Business

Response:

Hello,

The item you sent us was not defective and as a courtesy to you we have approved a refund. If you have questions regarding shipping fees please contact customer service to speak with the [redacted] at ###-###-####.

have a great day.

Consumer

Response:

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,