Fnac Belgium Reviews 

My order was never delivered.

I ordered the book of Elon Musk in English. Estimated delivery time: 2 days.
2 weeks later, still nothing.
The reason/justification: It is not Fnac's fault, it is the fault of the supplier that cannot confirm the order.
Where on Earth is this of my business? My vendor is Fnac, not their supply chain.
I just ordered the same product on Amazon. Estimated delivered time: Today!! I can't wait to start reading this book this evening thanks to Amazon.

I bought a book 3 weeks ago. The courier service had not delivered the package to the usual place and it was soaked of the rain. I filed a complaint to the customer service and asked for a compensation. Instead, I received an email asking if I wanted to cancel my complaint. When I contacted the customer service by phone, they said that they couldn't find my complaint and that I had to request compensation through another website. very user-unfriendly and Kafkaesque corporate culture.

A reseller on their marketplace (Fndar) sold me a used (3 year old) phone as new. What's more, the phone was not even approved for the European market, but a US model.
Fnac did not react at all to my notification that this is fraud and the seller is still selling cell phones via Fnac. I was offered the option of sending the phone to the seller in Hong Kong and then getting my money back. This does not help me in any way, as the cell phone is now more expensive. It is also worrying that the company does absolutely nothing about this obvious fraud. I am already trying to sort things out with their customer service for more than 3 weeks and they are still not paying any attention.

Ridiculous business model, asking 2.99 Euro for pickup of an online order in store. Useless membership scheme. Good luck, back to Amazon.
P.S. Finally, disappointed by the order preparation charge (not shipping charge as it was for pickup in store!), I ordered on Amazon. Please, do not ask an order number, but make it clear if FNAC charges 2.99 Euro for pickup in store (on top of delivery charges, if home delivery)

After 2,5 months, chatting with them for almost an entire day, a few times per week, I finally got my money refunded as it should have been at the start.
Testaankoop was going to step in, coz it was getting ridiculous.
And then, all of a sudden I got my refund.
It's really sad it has to happen that way.
And their service is way beyond any service they give.
Unreachable by mail, even though they ask you to reply.
Etc etc....the list is endless.
I wish they learned something out of it, and make major changes, but I highly doubt it.

But I'm happy it's finally over.
And I am NEVER ordering there again. NEVER

They should confirm the gift card when it’s been purchased

I ordered electric scooter and i didnt receive scooter, i received a board game. Package was so small that i didnt expect this to be anything from the store. I thought it was some package from other shop. Even the tracking shows that this package is 1,7kg it cant be e step! I opened a dispute, sent and emails to Webshop be and it's been almost 2 weeks dont have any responds. Tracking shows that i received an e scooter.. looks like i lpst 550 euro I dont recommend.

I recently had an incredibly frustrating experience with FNAC that compelled me to share my dissatisfaction. I placed an order for an Apple Watch Series 8 on their website on 13/12/2023, only to have it abruptly canceled by FNAC themselves.

What's more disappointing is the lack of any coherent explanation or communication regarding the cancellation. To date, I have received no information or clarification on why my order was canceled. This lack of transparency is not only unprofessional but also reflects a complete disregard for customer service.

Given the time-sensitive nature of my purchase, I urgently need my money refunded to my card. I had intended to buy this as a gift, and now I find myself in a situation where I must scramble to find an alternative gift from another store.

The absence of responsiveness from FNAC has left me feeling frustrated and inconvenienced. I implore FNAC to take immediate action to refund my money promptly. This kind of service is unacceptable, and I hope that future customers do not have to endure the same disappointing experience that I have had with FNAC.

I placed two orders through their web shop, one for a thunderbolt docking station and one, three weeks later, for a home theatre speaker set. FNAC cancelled both orders for reasons that have never become clear. After the second cancellation, I tried to contact them via their web chat because I wanted to reorder at the same temporary promo price I had originally been offered, but they seemed astonishingly clueless and disorganised. Eventually I was just left hanging while the agent disappeared completely. By this point I had finally looked at their Trustpilot reviews and realised that it would be wiser to pay €200 more elsewhere than hand over money to this hopeless lot. Otherwise I would probably have an even more “interesting” story to tell now.

I wish I came here to read the review before purchasing on this website!
I ordered a phone on the 17th of November (during Black Friday sales).
23rd of November, nothing, I call, they tell me it's on its way.
31st of November, nothing, I call again, they almost laugh at me saying that I shouldn't worry and it'll be there for Christmas.
6th of December, still nothing, I call again and they tell me they don't have stock anymore and I'll get reimbursed. I said that I don't agree, I want my phone at the price I paid, but they cannot do anything, even a gesture to compensate.
I checked the stock online when I got home, and the phone is still shown as "in stock"...
So here goes my Christmas present!
I could have bought that same phone at a reasonable price somewhere else (it would have been like 20 EUR more expensive than on Fnac.be) during Black Friday, but no, Fnac got me nicely.
They did reimburse me though, but if I want the same phone now, I will have to give 100 EUR more than the offer I took... Thank you very much!
Never going to buy there ever again.

Ordered a book, got a completely different book.
Normally you can return items via postal service or in a physical shop. Since I needed this book as a gift the same day, I contacted support to ask them to exchange the book in a local Fnac store where I saw they had the right one available.

Not possible! Only normal returns can go through the shop. A mistake on their end requires a different return process.

So I sent this book back to them (now about 3 weeks ago). They haven't returned my money. Apparently it was not FNAC that sold it but another company. So this other company needs to take care of everything but they don't respond. Every time they don't respond to a complaint made via fnac.be, I file an official complaint with FNAC directly. Then they reply...

Still, after 3 reminders and 3 weeks, no money in my bank account.

Update: 13/12, 6 weeks after first contacting support, they confirmed that they will reimburse me. The money has not arrived in my account yet. Will update if that happens.

Update: Received a refund on 18/12, this is 52 days after notifying them of their mistake.

Thanks for giving Sarah a great experience🫶

I bought a cd box online on 31 januari. This box never arrived, but according to the online status it was delivered. I don't know what happened; the only thing I know is that I did not receive the box. Not then, not ever.
So I started a complaint on march 10. All went well - I got a few replies - until I asked for a refund, because in the meantime I had already found the cd box in a 'live' store (FNAC Valenciennes)
From that moment: no reply whatsoever ..
I kept contacting support several times, but nobody answers anymore.
FNAC is done for me.

update 15 december 2023:
I have contacted the FNAC webshop on nov 24.
no reply
on dec 7, I tried to contact them again
today, dec 15: still no reply
If only I could give negative stars ...

Absolutely appalling service. Sales staff have no interest in serving you. Online reservation service does not work and you waste hours waiting for nothing. And then when you send a email to customer service to complain, they reply that they don’t have the time to read your email. FNAC used to be a good store but their service has seriously declined lately.

Update to reply to FNAC. As indicated, I sent a very detailed email to your customer service email address. But your reply said you were too busy to read my email.

Recently bought AirPod Max as a birthday present. Item was available on the webshop with home delivery. I bought cadeau-cheques (575 euro) and bought the AirPods. After 5 day order was canceled. I’ve got a refund in 575 euro Fnac cheques. AirPods became available on the website in the shop. Went there - no AirPods, all sold out. So, birthday has passed->no present, no AirPods, just frozen money in Fnac cadeau-cheques!!! This is just a fraud!!!

They are just the worst. I regret buying their voucher. First I didn’t receive a product. Had to beg for them to refund my money. Second time, with the same voucher, the product was damaged. Sent back in July and received a refund in October. A joke. Third time I ordered the product, and order was annulled by the Fnac itself. Just a joke. I want to get rid of their voucher. They are just a crap store

They commit fraud at large scale. They provide a return procedure and refuse to refund because of things they ommited in the procedure.
They keep the returned item and the money.

I purchased a phone via Fnac website, the seller was a third party shop.
After a month the front camera broke down. Went to the Fnac shop, they told me I must contact the third party seller.
The seller wants me now to send the phone to Hongkong, they will reimburse me once they get the phone. Not only the shop has an address in the Netherlands and a UK phone number, now I am supposed to send the phone without any guarantee to some address in Hongkong, and as Fnac was only a mediator, they won't do anything about this. I only got a reassurance that this is not a scam, written in the email by that shop.
Thank you very much. My first and last purchase.

I have found a book Vlekkeloos Nederlands voor iedereen and wrote to the seller, I think it was either Albert or probably Alfred. We agreed for a price of 6 EUR. Then I wrote to him if he could send it to another European country, where I live, and he went silent. I wrote to him that he at least could have let me know that he does not want to send books overseas, and again no reply followed. I have actually forgot about the whole situation, until today, as I will be travelling to Belgium and wanted to look where to buy this book at a cheaper price. I totally forgot the name of the site, but when I clicked on the link, I have received a message: you are blocked. Well, what can I say, a seller, who does not want to send a book outside of Belgium and does not consider it necessary to let a potential buyer know, even if he has previously agreed to selling it, a site, who just blocks a person willing to purchase a book. No rude words or expressions have been used by me, so what can I say. Very professional, customer-oriented and overall pleasant exprience (not). Would I recommend a site with irresponsive sellers and support, who blocks you for nor reason at all? Not at all.
PS. I do not remember the day of experience, it is an estimate.

I purchased one book from their site..but they canceled it the next day without a reason...they did not mention or inform me about my refund?? I mailed their customer service but no one replied????
Update: they replied to me today and asked me to fill their form in order to get money back..annoying ..you have to spend time to ask for money back.. what actually they can refund to the same account you purchased your item... very inconvenience online shopping site ever.
DONT BUY FROM THEM! SCAM