French Connection

Won’t accept returns for faulty item – Refused to accept return for a faulty product. All I got in return was a lecture on how to care for garments and wool products. I even offered to post so they could see it for themselves as it is not wearable so no use to me. They refused. Should be reported to fair trade if I had the time. Show details

Great online shopping and returns experience – I recently purchased several items online including sale items, unfortunately some of them just didn’t suit me so I completed the online/post returns process and was refunded within a week! No hassles at all and it’s so nice to be able to have sales items included in the returns policy Such a great and simple online shopping process, love the items that do fit. Thanks! Show details

Sneakers faulty, two right feet, different sized shoes – Ordered my daughter a pair of pink sneakers for her birthday. I must admit I didn’t check the order upon its arrival. Six weeks later was her birthday. She opened the package. There was discolouration on the heel. I said try on the shoe on for sizing and I will exchange, or alternatively, if no stock, get a refund. Bought on a sale, super… Read more

cheap. Took the shoes to David Jones who are a concept store as FC at Carindale had closed. When opening the box the DJ workers said you have two right feet shoes here and one is a size 38 and one is size 41! Appalling QA from FC. DJ staff advised they couldn’t take the return at the store as the shoes were purchased online direct from FC. Myer also said the same thing. A brilliant representative for FC at the DJ store, “Ash” said she would assist where she could and I left the shoes with her as they were completely useless to me (or anyone else). I am waiting to hear but wanted to give a shout out to Ash at DJs, Carindale for her empathy, professionalism and assistance. There is definitely no shout out for FC’s QA Controls. Incredibly poor.

Happy with service levels – I purchased a dress online recently which did not fit. The French Connection website states that returns will be processed within 5 days of receipt and the company was better than their word - it took them only one day to issue my refund. I'm impressed because during the current pandemic and greater demand for delivered items, many companies are… Read more

prioritising orders and not attending to returns - which is unfair to customers due a refund. I've deducted one point because of inconsistent sizing. I purchased two dresses in the same size: one was a generous fit, the other way too tight. But I do appreciate the customer service I received.

Super Fast Delivery – I ordered from their online store, due to the fact I have a broken leg and cant get around to do my Christmas Shopping. I was so thrilled with the ease of ordering online and super fast delivery! I highly recommend FCUK! Show details

Love love love French Connection – I buy instore and online and have never had any issues. If I buy online I get exactly what I ordered within a few days. If I shop instore the staff are always very helpful. I particularly like the ladies shirts. Love all the animal prints. I always receive compliments when I wear a French Connection shirt. The fit and quality is superb. If you think they are a bit pricey French Connection have frequent sales, buy then. Show details

Terrible – Selling clothes on special when they know that the stock has run out .Wish I had checked reviews before ordering.Takes forever to get refunded.Will never buy from this company again. Show details

They always are unable to fulfil orders – They very regularly are not able to fulfil my orders. Even when i place a order a 6:30 am and im very likely the first purchaser of the day, they have 1 or 2 of a particular item available, the online system does not reduce the quantities available online after i have made my purchases, and then someone else comes and buys the same item which i… Read more

have already bought from inaccurate advertised quantities, which quantities should have been reduced or item removed. Then they first pack the orders at the top of the list, instead of from who purchased the item first by time and date. Definitely not first in best dressed with french connection.

Very unfair and disappointing how they always make me miss out even though im to first purchase the items.

Order not received – I brought a dress and singlet top with Order #: FCAU00659614. I received the singlet top on it's own, and received notice about another shipment, but no dress turned up. Despite trying to contact them twice, I have heard nothing back. I'm very disappointed because I really wanted the dress. The order was on 15/11/2022. Show details

Appalling – Waiting for an item for 18 days. After I enquired, email sent to advise item is not longer available. Very very poor customer service, unreliable, avoid any online purchases. Told "it can be frustrating" how condescending. Im more than frustrated. Never again. Beware.

Won't deliver in a reasonable timeframe – The ACCC requires online companies to deliver goods in a reasonable timeframe, it's been 2 weeks since I ordered and they still haven't shipped it. Their express delivery never happens and is a false claim. They won't let you cancel, but are happy to take people's money without providing the goods promptly. They have some nice clothes, but I'll never be ordering from them again. They're hopeless and take Customers for a ride! Show details

Worst company for online shopping – Ordered item online. Supposedly ‘express delivery’. 4 days later advised order still not processed. Interestingly, I ordered items from 2 other companies, on the same day, that were delivered a few days later (1 from WA), prompting my approach to French Connection on order status. Lots of platitudes, refusal by supervisor to discuss my… Read more

concerns. They obviously have system issues and no regard for customers. ‘Express Delivery’ is a farce and in my view false advertising. I will approach fair trading to complain. Will never purchase from French Connection again.

Worst company to ever deal with – Had to go back to their airport store to get my money back and then they didn’t refund it did not process it on my card so now have to return a 2nd time to try and get my money back for a return. Show details

Terrible delivery – Do NOT shop online as it will take a couple of weeks (3 weeks and counting) to get an order delivered despite it being express. They must have some awful management on their end. I recommend shopping at third parties for French Connection, for eg. The Iconic (<-- they have a great track record for delivery) or in person. Avoid shopping on their website at all costs!

I would never purchase from French Connection online store again! – Only after you place an order will you be informed in the links at the bottom info about shipping and how it takes 4 business days to ship not very express at all! This is a well established brand that should not take this long to dispatch your items. When you call the customer service for help they can’t help you at all once order is placed? I… Read more

have never seen that kind of service from an online store ever! Think really carefully before you buy online as you probably would wait more then 1 week before receiving your order.

Still cannot get a refund on a item they couldn't supply for an online order-Awful service – They had an IT issue so it took 2 weeks for the order to arrive (not very express as advertised) and 1 shirt could not be supplied so I am now chasing the refund which they can't do because the "Digital support team had to raise an inquiry with a third-party software company"?? What's that got to do with me?? Every step of the way I have had to push to get the minimum in service!! Show details

Appalling Customer Service – Customer service for online store are not helpful and replying your enquiry like a robot. Absolutely no after sales service after you placed online order. Do not know how they can run business in this country. Show details

Poor quality – Purchased online through a major retailer. The skirt is of poor quality and badly made. I Am unable to wear it in its current state and will probably throw it out. Show details

Can not change the smaller size for online order? Ask me order again and send back the initial order! – No exchange for wrong size products! Horrible customer service no one answer phone, no one return a call, take 3 days reply an email!! If the management of the brand is still no improvement, the company would not live a while! Never see this kind of Cx service Show details

Poor quality items and no customer service for orders or returns – Online order and no order confirmation email. Really poor quality products - nothing like pictures. No instructions for returns or response from customer service. Poor form from a large company  Show details

Bait Advertising – Most of their sales items are not available but still shown available online. Why? Because they know you might match up unavailable items and pay more money. What really gets me is that after payment they will send you a dispatch email first, so that you don't have a chance to cancel the order. Then they email you to inform you about half of the… Read more

order is not available! And too late, you are not able to call them and cancel the order. That's BAIT ADVERTISING! Not the right way to treat your customers! I give them 000000 for customer experience and service!!!

Highpoint I'm Not Impressed – Walked in, no acknowledgement from either staff who were chatting amongst themselves, looked around still no acknowledgement so I walked out. First impressions are last impressions. I wont be back Thank you Highpoint store. Not impressed Show details

HUGE THUMBS DOWN! – Purchased jacket online 21 August 20. CC debited same day. Sent emails, calls, log in tickets, left number for call back...NO response! Went online 3 Sept- "live chat" .. advised order wasn't filled, WILL refund (ha!) No doubt company about to kark it. Joke.. Show details

Extraordinarily poor customer service – During the COVID-19 pandemic, particularly in Melbourne, the preference is to not go in store but instead purchase online, however, French Connection make this a VERY unpleasant experience - both with their convoluted return/exchange policy and their poor customer service. I am still waiting for a refund at least 6wks later and any form of contact… Read more

from FC customer service to assist. Offering quality customer service is not difficult, but FC has failed dismally.

Wrong size – Asked if I could exchange for a smaller size? Was told no because their warehouse can’t handle exchange’s. Make sure you buy the right size, will never buy again from them Show details

Terrible customer service , over 3 weeks to deliver and still not received – DO NOT ORDER FROM French Connection on line unless you wish to be disappointed, over and over again. I ordered a dress 3 weeks ago for a Christmas gift it has still not been delivered . I emailed French Connection who ( do not accept Phone calls) and advise the dress would be delivered .The dress did not arrive. Their customer service team… Read more

promised to scourse the item and have it delivered .They said they would call me back I waited 4 hours , they said they could find the dress anywhere in Brisbane , I made 2 phone calls and found 3 dresses, they did not fulfil their promise and Benjamin Johns said I should have expected delays due to bushfires. They are based in Melbourne ?? I live not far from the city ?? . Next . co .uk ship from the UK within 5 working days no problems , no lies and brilliant customers service.

Terrible don't buy – Absolutely shocking, I broke my leg and placed an order from French connection and was a Christmas gift, now its a week from Christmas and I still haven't received my Item. Order was placed more then 11 days and I emailed them and the customers serivce was very rude she responded it should be here already from the aus post as i stated the aus… Read more

post came around already in the morning and it was delivered and responded then wait till tonight? and it still hast arrived the following few days. disappointed its more than 11 days and they accept the money but no goods were delivered and a bunch of lying customer services that keeps emailing me saying I should of received already or ignores my email cause I dont have a tracking number on it

good looking but poor quality – The clothes look nice but when you look at details like a dress that I purchase and I had to ask for a refund, they look very poor quality and are very pricy.

Customer services are terrible – Returning is extremely hard. Their reps are providing a bad customer service. If you are unlucky, have a faulty product not easy to get refund or replace. French conneciton in Australia is Terrible!!! Show details

French Disconnect – They know how to sell you an item and when it comes to a return they give you a run for your money. I wanted to return some goods being my first time purchasing from their website. I look up their concept stores in Sydney and there isn’t many around. The ones available are hard to reach. I called up two stores and advised to go to Birkenhead… Read more

store. I travel 25kms to get there and confronted by two people who were unwilling to help me. Soon as I mention a return they look stunned and tell me they don’t have the item and I can’t return it in there store. I explained I was sent to this store on recommendation from one of their staff. They didn’t show any consideration and turned me away after they managed to frustrate me. Also there was no offer to give me a solution. I storm out and call the store who had led me astray. The person had already left for the day. I then call customer service who offer a return label and then say it will take two weeks to get my refund. It’s just ridiculous how the same company cannot take their products back. It’s under one company name and they need to consider its an online purchase that can be returned instore. If they answer their phones and train staff properly then I wouldn’t have to waste my whole day. I still don’t have my money back and they give you 14 days to return. It’s a complete disconnect with the customer and I would warn buyers to avoid dealing with them. The company should reconsider having connection in their name. I regret making any purchase and wait to see what the next store will try and pull on me.

Dishonest and poor quality – I purchased an item over 3 weeks ago. I kept asking if the item would go on sale as there were several holidays coming up. Staff's words were "Absolutely not, even if everything else in the store goes on sale, this item will not". I was also told that there were only limited quantities of this item so it was likely to be sold out soon. I purchased… Read more

it and about 3 weeks later, the item is on sale. 25% off. I rang the store to see if they can explain their lack of integrity. No, their excuse is that they didn't know it would go on sale. If they didn't know, why categorically insist that it wouldn't? Also, since it is now over the 2 weeks return period, I can't even return the item. And worse still, I haven't worn the item, tags still on and I found a stitch coming out of the jacket. So poor quality, and a company that profits off dishonesty. Stay away.

Never never ever again – I bought a few items a year ago via the online store. When they arrived one item was the wrong size. It said small but it was huge even my larger mother didn't fit into it. I had to go into the store to return the item or exchange for a smaller size. I tried on the extra small but it was still huge and sit strangely on my waist. So I went to… Read more

return the item and they refused saying it was a sales item and can not be refunded which is ridiculous as all consumers are entitled to a refund even on sales items according to the ACCC. Best anyone can offer me is a voucher which can be used within a year. So I'm trying to use this voucher to buy a pair of shoes I like, but the voucher can not be used online. So I go in store and they don't have my size. When I ask what stores do have the correct size they say only a 'Roselands' Myer store where this voucher is unusable. This voucher expires in a month and I contact the customer services department looking for help, give me a solution! I am getting more frustrated, firstly at how difficult it was to get a refund which I never received and now to purchase another item using a voucher.

They directly me to the USA customer service who direct me back to the Australian customer service who direct me to a link where I fill in my complaint which directed me back to the customer service email whose only solution was to "buy a gift card that will expire in 3 years" and basically shrug at my suggestion that they are not following the ACCC and claim they are doing "nothing illegal"

Well I can guarantee that I will no longer be shopping with French Connection neither will friends and family. I honestly doubt that they will continue to grow as a store, all these money grabbing tactics and poor quality products as many have mentioned here, as well as the stores shutting down all over Sydney prove that they are a failing business.

Poor quality – Items are of poor quality, their denim for example are not worth its price and can easily be matched with Kmart items. The items have a poor fit and often have faults in stitching or the material. Show details

Shocking – Bought a product online in their sales over a week ago to be told now they can’t send the product how interesting the stock was there payment was accepted only to be told a week later they can’t fulfill the transaction dishonest will shop elsewhere simple.

Miss informed – Another store that sells item online they do not stock. Do no bother shopping here.