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203.173.135.26
Anyone else have problems with FNAC?
They sent my order to someone else and I received another random person's order. I wouldn't care so much but my items were worth over 200 euro!
Firstly they make it hard for you to get in touch and the FAQ is missing the most obvious question of "I received the wrong item" which is curious.....
They want you to go through Messenger. OK not so bad until I realise they only deal in French so Google Translate was a godsend.
I explained the problem and asked them to send me the items. They ignored that part and asked me to return the incorrect item and promised I would be reimbursed and gave me the email address to contact....so I printed out the address they gave me complete with Return Authorisation number and had to pay the equivalent of 66 euro in shipping for a tracked and insured service. So now I am down 278 euro.
I watched the tracking over the next couple of weeks and then it stopped with "Held for clearance". After 3 weeks it didn't change so I requested a trace and guess what? The parcel was returned to me (still waiting for it) because French Customs sent several agents and they weren't acknowledged so the parcel couldn't clear. WTF???!
So I get back on messenger and demand a refund....they ignore that and then ask me to resend the parcel back to them when I receive it.
I sent 3 messages to "sav@fnac.com" which I was told was the address to mail for refunds. No responses.
So I go to Paypal to file a dispute where they require you to contact fd.qualite@fnac.com for issues and prove that you have attempted to contact FNAC directly. FNAC have a message (in French of course) requesting you to phone a number during their business hours (fan-bloody-tastic because I am 12 hours different cry) So sent a couple of emails to that address. No response. I should add that I am writing everything in French so it isn't like they can't understand what I am writing!!
But wait...there's more!
As of 3 weeks ago I can no longer login in to my account because it appears that they have geo-blocked Oceania from access!!!! A Google search shows that other countries are geo-blocked too.
Absolutely non-existent customer service and right now I am staring at a loss of nearly 300 euro.
Be warned!!!
Regards Anthony
"Beauty is Truth, Truth Beauty.." Keats
Follow Ups:
Your experience with FNAC is nothing short of a horror story! It is exacerbated because you are outside the European Union. There is a well established trend these days that online Vendors make it as difficult as possible for a customer to connect directly with them via email. It possibly has something to do with Spam but it is morally reprehensible for FNAC to treat a customer in the way you have been treated. I deal with www.jpc.de for items I cannot source locally and I find them a joy to work with in the past 20+ years. Always attentive and conscious of giving the customer the best buying experience is how I would characterise JPC's performance. I am in the European Union of course and that helps enormously. I really hope that you can get this sorted satisfactorily. I have no connection with JPC, obviously. I am merely a satisfied customer of that business.
I deal with JPC too - they are very professional and prompt in sorting out issues and a complete contrast to FNAC.
I only ever had one issue which was where the parcel was inspected at Frankfurt customs - the package was opened and then repacked (as indicated by the tape and the attached packing slip from Deutsche Post). The problem was they left out one of the items and it looked like the inspector was lazy and used a hooked box opener knife which he stabbed through the box lid which unfortunately went deep into the package and damaged the front cover of a record on that side. Fortunately near a corner away from the vinyl.
Anyway, without any delay, JPC immediately responded to my photos and explanation and refunded the missing item and gave a 10 euro compensation for the damaged record. I was expecting to have to wait for them to claim on insurance.
That's what I expect FNAC to do!
Regards Anthony
"Beauty is Truth, Truth Beauty.." Keats
What is FNAC?
so had to Google it.
You were not alone.
"The secret of life is honesty and fair dealing, if you can fake that you've got it made." Groucho
.
Later Gator,
Dave
The FNAC is safe but indeed, their customer service is very medieval. Normally all goes well, and when it doesn't they take care of if, when you figure out how to contact them.
What makes the whole mess you're going through more complicated is that you're overseas. There seems to be several problems with courriers and customs, which the FNAC are technically not responsible for (even if they screwed up in the first place). Worst case scenario, Paypal will reimburse you, you should open a case now. Re. the customs charges, you will probably have to take the loss.
These days I tend to not order outside the EU unless unavoidable.
That's nonsense. I've dealt with large and small organisations and sellers on discogs from all over the world without problems. FNAC Darty are not a small organisation so there is no excuse for not understanding about handling international mail and receiving imports.
Secondly, they requested the return and provided a return authorisation number so they were expecting the return. Thirdly, I provided them with the tracking number and photographic proof of despatch in advance - it is a tracked and trace courier service so the handlers deal with the clearance and require someone to sign to acknoweldge receipt. They make more of an effort than with the standard small packet service at the post office.
The problem is that they aren't responding to emails sent to the address the (so-called) Customer Service gave me and Paypal don't exactly make things easy either requiring proof of contact where you can only upload images. Since the majority of correspondence has to be on Messenger (FNAC "conveniently" don't provide email addresses) and it all has to be in French, this becomes extra burdensome. Perhaps that's FNAC's business strategy....make "mistakes" and make it so hard for customers to communicate that they give up and they get to keep the money.
FNAC ARE technically responsible for fulfilling the contract which was to supply me with the goods purchased and have a duty to make things right with the customer FIRST before recovering products and costs. There is no excuse for bad service in this day and age and they deserve to fail as a business.
Regards Anthony
"Beauty is Truth, Truth Beauty.." Keats
Also, what the the phrase " French Customs sent several agents" mean?
I think you possibly win the Asylum online horror story of the year. So sorry. I read that FNAC was heavily fined for deceptive marketing practices in 2019.
"item has been retained by custom ; can't make a clearance and sent a list of handlers(customs brokers ) to consignee(receiver) ; there was no reply and it was returned
"
was what French post replied to NZ post about why the parcel hadn't been cleared. The report indicated that they had attempted contact several times but were ignored so they returned the parcel as "undeliverable". They provided me with the address and instructions which I followed exactly so this doesn't make any sense why this occurred.
What I found most galling was that on Messenger (which is the only place I get any response) the "bot" (I can't tell if it is just an automated bot or a real person) asked me to send it back after it arrived. Yeah right. I'm going to hang on to it until I get what I am owed back and THEN I'm going to insist they pre-pay the return otherwise I have zero leverage.
Even if Paypal refund the 212 euro, I am likely to lose 66 euro as that was paid by me to NZ post and I can't reverse that charge unfortnately!
Regards Anthony
"Beauty is Truth, Truth Beauty.." Keats
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