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Wanted to cancel the order way before it dispatched, but the reply was too late. They wouldn't match the price of the same top as John Lewis.

User's recommendation: Not good customer service.

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ID
#2432926 Review #2432926 is a subjective opinion of poster.
Loss
$15
Preferred solution
Price reduction
Junior Reviewer

Avoid This Company; Selling Faulty Goods and Show Utter Discontent for Customers!

Update by user Feb 20, 2018

French Connection stated a would receive a response; two weeks later I have just received a threatening email from French Connection in Hong Kong and I am appaulled and disgusted and some what frightened by the tone of the message. How dare they tell me who to and not to contact.

I am entitled to contact who I want, when I want and I am entitled to freedom of speech and I feel the shareholders of the French Connection Group (FCCN) are entitled to know how they portray their name.

I have been threatened with regards to dropping this case and I am now making a complaint with the police in regards to threatening behaviour whilst there is an ongoing court case. I will be passing a copy of my reply and their message onto The Small Claims Court in Hong Kong and the shareholders of the French Connection Group (FCCN) as this type of threatening behaviour is not acceptable.

Update by user Feb 05, 2018

I received a message from French Connection on the 22nd January 2018 French Connection stating a would receive a response; two weeks later I have just received a threatening email from French Connection in Hong Kong and I am appaulled and disgusted and some what frightened by the tone of the message. How dare they tell me who to and not to contact.

I am entitled to contact who I want, when I want and I am entitled to freedom of speech and I feel the shareholders of the French Connection Group (FCCN) are entitled to know how they portray their name.

I have been threatened with regards to dropping this case and I am now making making a complaint with the police in regards to threatening behaviour whilst there is an ongoing court case. I will be passing a copy of my reply and their message onto The Small Claims Court in Hong Kong and the shareholders of the French Connection Group (FCCN) as this type of threatening behaviour is not acceptable.

Original review posted by user Jan 21, 2018
I advise all customers to avoid this brand due to the poor quality of their goods and the total discontent they show to their customers and reading many of the reviews below I am not the only customer to feel this way. I purchased a women’s black jacket from French Connection in Hong Kong. The price of the item was $799.00 HKD unfortunately, I no longer have proof of purchase as I paid cash for the item and disposed of the receipt but as I am a loyalty card holder for this store then my purchase details should be held on my account. I would also like to add when I purchased the product I asked the sales assistant for a brand new jacket not one that had been on display so I assumed that the member of staff would have checked the product before bringing it out to me before I paid for the garment. This item had not been worn and all the tags are still in place stating the name of the company and the price of $799.00 HKD but when I took it out of my closet to wear it there is tear down one of the sleeves. I certainly would not have expected this from a company such as French Connection. I returned the item via registered post to *** in Hong Kong and asked them to investigate the matter but even though I have tried to resolve this matter with them they refused to deal with it and were insistent in returning the faulty item back to me. I heard nothing from them so I sent a further letter via registered post and as I still heard nothing from them I made a claim with the Small Claims Tribunal Ordinance and forwarded the documentation advising them of this; I received no acknowledgement or reply. Then with one week to the court case I sent them a further email giving them the opportunity to bring this matter to a close by accepting an exchange even though I had requested a refund but again I received no acknowledgement or reply. Three days prior to the court case I received via email a copy of their defense stating that the company cited in court is incorrect and the company does not exist; even though their name is on the tags attached to the garment and at the bottom of all the correspondence I have received. When we got to court it became apparent they are operating under different companies and choose which one suits them to which they operate under. They also stated in their defence that this item could have been purchased elsewhere but as the tags on the item state the *** name on it and the price was in Hong Kong Dollars so this was proof it had been bought in Hong Kong and could not have been bought elsewhere. As a loyalty card holder I believe this transaction would be on my record against my telephone number and would act as proof of purchase but as a customer I do not have access to this; I am unaware if the transaction has been recorded or could have been intentionally moved. I asked for a copy of my account records at the hearing but my request was refused by ***. The court case was then adjourned as the Judge requested *** locate proof of my loyalty card transactions and send it to me. This was subsequently sent to me but the details did not relate to me; this can be proven by the visas I have been issued by the Immigration Department in Hong Kong. Ironically no details relating to my loyalty programme have been provided, all the details that have been supplied in the statement relate to a period prior when I was residing elsewhere. Ironically the email address provided was not correct and this can be proven as this is the email address *** have being using to communicate with me; this was raised at the next court hearing. The adjudicator asked the representative from *** to confirm if the fault on the jacket was a manufacturers fault or part of the design; she confirmed it was a manufacturers fault. The court asked *** to go back to the manufacturer and come up with a resolution as the *** representative had admitted it was a manufacturers fault but they now state the manufacturer is no longer in business. I have asked for the name and address of the manufacturer they claim is no longer in business so I can do my own checks but they state they do not have to give it to me. At the next court hearing they claimed they no longer had a connection to the store I purchased the faulty item from but on again my own investigations the reason they gave this excuse was because that particular branch had closed down on the 1st December 2017. On the 16th December 2017 in my frustration I sent an email of formal complaint to Mr. Neil Williams the Chief Operations Officer and I received a reply apologising that I felt the need to contact him and he would investigate the matter and get back to me; six weeks later I am still waiting on that reply. Throughout this whole process I have continually been given false information by ***. I advise all customers to avoid this brand and their products as my situation is clearly an example of the utter discontent they have for their customers because if their Chief Operations Manager cannot have the courtesy to respond and allows his company’s reputation to be dragged through the courts along with the costs they are incurring it is hardly surprising that for the last nine consecutive years French Connection have made a loss. I have been more than amicable in trying to resolve this matter even willing to accept an exchange rather than a refund but *** have acted obstinately in my attempt to resolve this matter. I recommend customers spend their money where they are made to feel like a valued customer.
View full review
ID
#1173774 Review #1173774 is a subjective opinion of poster.
Product
French Connection Jacket
Cons
  • Selling faulty goods and show utter discontent for customers
Reason of review
Damaged or defective
Loss
$799
Preferred solution
Full refund

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