Fnac Belgium Reviews 

Articles were mentioned online as "in stock" and were also in promotion. I've completed my order and got a confirmation by email. 10 days later, i've started getting worried because no sign of a follow-up from my order.
I've called the fnac to get some news. That's when they've told me they had to reorder the books and they didn't know when the delivery would happen. I needed the books as a gift for the kid's teatchers so absolutely needed before the end of school on 30/6.... no solution proposed by FNac... they just agreed returning my money

I bought a Samsung on fnac market, via telefono seller, order 957T4FXOU77OI :
I returned it to the seller because that is a second hand phone and sold to me as new phone.
I already return the phone for 3 weeks and until now, still no news about my reimbursement.
I contacted the seller as well as fnac but still now reply:
Up date; fnac already return me the reimbursement

Everything what could go wrong went wrong.
I have ordered 3 items including console - all items on their website were available in both - warehouse and shops - with confirmed delivery in max 2 days. 3 days later my order was not even confirmed on fnac website so I reached out to fnac customer service team via Belgium Facebook webpage. The only information I received was that my console has not arrived yet to the shipping location so my order is incomplete as console was in another store. My simple 3 questions were left without any response meaning:
- what is standard delivery between 2 different shops in Belgium?
- what is the standard order realization time after which customer is entitled to receive commercial gesture?
- which shops are my items in as I can pick them up on my own?
Customer service team member repeated only that they are just waiting for the courier...
I opened communication over e-mail with customer service team and it is like playing game of whispers and on top I am being harrassed that there is no foreseen commercial gesture because they are obliged to deliver in 5 days after completing the order - meaning if order is incomplete there is no contractual time to fulfil the order, absolutely ridiculous!
I have read their terms and conditions available at their website and none of those rules are specified there!
I stopped communicating with Fnac and today I raised the case to ECC Belgium. That is enough and I recommend all of you to do the same.

Highly not recommended.

OK, here is the story...
We (actually my girlfriend) bought an iPhone 14 pro (1400 euros) from fnac Leuven on March 2nd, 2023. The store insisted on selling us insurance, and their exact words were this:
"This is an expensive phone, and you never know what will happen. So buying insurance from us would cover anything that happened to your phone for free, even if it is stolen". Of course, the first month was gratis, and a trial does not hurt.

The phone was opened at home, on the bed (the softest and safest place to handle a phone with no cover and screen protector). As soon as the box was opened and the first white peel on the screen was taken away, we found several scratches on the screen of the phone. So, the logical idea was not to turn the device on and bring it back to the store right away in the following morning.
Going back to the store and describing what we saw, the first thing we heard from them was:
"Are you sure you did not drop it by accident or scratched it yourself?" It's as if I am a toddler who might not remember what has happened or I have been drunk opening the box. So unprofessional.
After a couple of discussions between them, customer care, and the manager, they told us: "it is words against words, and we cannot accept what you claim. Anything might have happened to the phone by you, and we cannot believe you. As there are several inspections before putting these phones in the box by apple, bla bla bla. So, sorry!"
Of course, this is unacceptable, which means, whatever you buy there, you must open on the spot, test, and confirm that it is working. I have never done that before...

At this point, I asked about the insurance and the fact that at least the insurance must cover it. The response was that:
"the insurance will cover it in case you accidentally break the screen. But we do not advise you about that. If you break the screen, we cannot for sure say that the insurance will cover the costs." But these were not the words when they sold us the insurance. Total scam!

I went to the apple store in Brussels and asked whether such circumstances happen regularly. The response was that it is normal. Some phones come out of the box faulty, and apple will always take care of the issue right away with a new phone. But this phone was bought from fnac, and fnac must take full responsibility, as it is a customer's right. They could not do anything for us, and I could understand that, but fnac was fully unfair to us.

Even though the personnels were trying to help and discuss, but the weak managerial system was totally disrespectful and far from being honest.

IMPORTANT:
Do not insure or buy your devices from Fnac. This is a real story from my friend who insured an expensive device with them.
I quote from my friend’s story:
“I bought my iPhone 13 Pro Max from apple, I went to Fnac to buy the insurance and they sold me a contract, I was in Spain for a vacation when my phone was stolen in November 2022, I reported this to the insurance company, and told me your phone was not bought from Fnac, therefore sorry!!
I contacted Fnac, but they do not reply (very very bad and unprofessional customer service), I visited their shop 4 times in person to report the problem, and every time they say something different (twisting around to find new excuses every time). First, they said that I ended my contract on the 22nd of November 2022 which I didn’t consent to. Second, they claimed that I did not send the right Fnac invoice, it has been 2 months and I keep running after the ones who are in charge, Sebastien, Nikolas, and Annouch, none of them replies to my emails, this is definitely unprofessional, I assume that there is no real explanation better than that Fnac is doing illegal work with the insurance company by giving customers wrong (suspicious) invoices to get money (they don’t care about the customer as long as their pockets get the money), the insurance company discovered this with my case and refused to compensate me, I am waiting for them this week for an answer from Fnac, if not, I will raise this issue to the higher authorities, I feel so disrespected and manipulated as if they want me to beg for my rights. So, when they reply to my emails, they do it in a very vague and twisted way! I am warning you guys not to buy from Fnac, the business they are doing with the insurance company is ambiguous if not fraudulent. If you still see my review here, know that the issue is still ongoing!! Tell your friends and warn them!”

Ordered a headphone, order status said: 'shipped'... after 10 days order got cancelled without any notice or reason. Refund was only in vouchers, so I had to buy with fnac.be again.
Ordered 5 books with the voucher from the first order.
Received only 4 books...

Horrible customer service. Never again.

This brand is a real scam. For a product bought online on their website, no points can be earned on your member card, it has to be bought in the store. Fair enough, the product was returned with the idea of buying it in the store; now in 4 days time they changed the price for that same electric step from €650 to €950... I mean, seriously, I vote for a total boycot of all that Fnac represents, their idea of mechandising is a total joke. I will never ever buy here again, that is for sure and that membership card has gone down the toilet.

Ordered a vinyl in april 2022. It was yet to be released and I would receive it upon the release date. Today it appears to be in stock but the price is 10€ higher. Apparently my order was cancelled (probably because it became more expensive) but the crazy thing is that I did not get back my money (25€) until today. I did not receive a single notice about the cancellation either. To me this is equal to theft, which is absolutely sickening from a big company like Fnac, trying to hang up an authentic and reliable image.

They don't meet the expected delivery time, while an identical product is available in-store, under a slightly different name, at a higher cost. No updates after exceeding the delivery deadline and after >24h no response from customer service.

I ordered a fairphone 4 on february 26 (it is now 27 april) and it would be delivered 2 weeks later. Jowever, without getting any notification, info or upsates, fnac keeps postponing the delivery date. The only reason I knew this was because I had to repeatedly call their customer service for news myself.
Now the delivery date is no longer available. But the product can be easily bought from other websites so it does exist and is in stock (even at the source, fairphone 4 itself).
The people on the phone are friendly, but can't say anything that shines a light on this issue.
Only reason I trusted fnac.be was because I am a lifelong customer in the real life shops and they always were correct there. No more can i say this. I feel betrayed and let down by them, a simple message explaining why the delivery is no longer possible would have made a huge difference. Goodbye fnac.

December 2021 I bought a book of over €50.
I returned the order the same week:
- Digital solution 0.0%: you need to fill in a form and go to a store to have your return registered
- 4 months later (!!!) I get a mail my return is accepted but they need my bank account (which they had as i paid with it)
- the form online did not work
- they dont respond through social channels, nor email, by phone the selection menu does not work so i cant get in

Still waiting for my money, we are 5 months further now and no way to get someone who is able to help

They sold me a product that apparently they did not have and after several days they canceled my order, I tried to contact them during the wait several times but they have the worst customer service, they are not helpful and they were arrogant

On 12 November I ordered an item from their webshop, they had 7 in stock and we’re supposed to deliver it shortly after. After hearing nothing for 2 weeks, I send them an email, after 2 days, they replied stating they’d forgot my order. Than they send it over giving me a GLS tracking number, it took until today 3 January, to get it delivered.

In general bad customer service and very long waiting times.

No communication what so ever.
I'm still waiting for a reply on a mail sent over 20 days ago.
They did a action on funko pops where it was 2+1 free. Awesome! Except you have to give the free one then!!
I'm going further with this with test aankoop.

This is unacceptable!

My son bought a Gaming keyboard this morning for 80€, on the box there was an image with the QWERTY model, he stepped outside gently opened the box and it was a AZERTY model. So he ran inside and returned it, they gave him a 65€ gift card.

Complaint 1: Last Monday, I called the FNAC customer services line to check on the availability of an iPad advertised on their website. On the website it stated that the item was in limited quantity at a Brussels store.

The Customer services person was not able to confirm nor reserve the iPad on his computer but assured me if the item was available on the website, it’ll be in the store.

I drove 40 minutes to the store to be told by the shop assistant that the website is incorrect and none of the stores have the advertised iPad in stock.

Complaint 2: Yesterday I went to the Leuven outlet to purchase an Apple Watch Magnetic Charger and Thunderbolt USB-C cable.

I couldn't find the Apple Watch Magnetic Charger on the Apple Accessories Shelves, so I asked a shop assistance if they have it in stock. He showed me to the display for Samsung and LG smartwatch, where he was told by his colleague that the Apple products are at the shelves I searched. Walking back to the Apple Accessories shelves, the shop assistant walked away, as I waited by the shelves. I thought he was looking for the charger in the storeroom.

A minute later, I saw him serving another customer. He could have look it up on the computer and offer to place an order for me to collect at the later date or simply tell me he wasn’t able to help me further.

Unacceptable.

I was fuming when I started looking for the Thunderbolt USB-C cable. The options were: Thunderbolt Cables at 80cm or 2m.. On the shelf was a 2m cable at half price, because the box had been previously opened. I took that discounted cable.

Complaint 3: This morning, I opened the box to find the cable is for the Thunderbolt 1&2 version. So I returned to the store again.

The person (Person A) at the information desk said because the box has been opened they will not take back the purchase. I told her I bought the item opened and discounted. On my insistence she looked up the person in-charge of the department, who promptly refused to take back the cable in exchange for the USB-C cable.

Person A then flippantly told me she has done her best, and my request has been turned down. I question her the store policy for return (Which states: “Return if not satisfied for both purchases online and in-store”). At which point I asked to speak to the manager. Again flippantly, she replied she doesn’t know where is the manager as he walks around the store, as she proceeded to walk away. I said to her in a firm voice then she had to page for him.

Conveniently, she turned around to say she saw him at the cashiers counter. Person A had a short conversation with the manager and the manage accepted to exchange the product.

On our return to the information counter to process my exchange, Person A followed up with her irrelevance and attitude by telling me that I should have spoken to a shop assistant to avoid the mistake.

At which point I stated that I did ask for help and was left standing. Person A wasn’t done yet, she asked who I had spoken to, as if I was lying. I described the shop assistant from yesterday. Her reply was: “ You shouldn’t have spoken to him as he is new and doesn’t know what he is doing…”

Was I suppose to know who I should and shouldn’t ask for assistance?!!

Finally, Person A said: “So you are sure this is the cable you need and not going return it?” I should have asked for my money back and bought the cable somewhere else.

Compliant 4: This goes way back, at the Leuven outlet. Again.

After the release of Apple iMac 24” in 2017, I purchased a unit with the help of the Apple Salesperson, brought it home, set it up, to find the unit was from the previous model.

At no point was I told the model I purchased was an old model. I returned the next day to ask for a swap for the latest model.

Again, the supervisor refused to swap the unit. Stating that the box has been opened, they can’t return the unit to Apple. Only after a long period of discussion, they agreed to refund 75% of the old unit towards the purchase of the latest model.

Conclusion: The lack of customer services training and vague return policy of the store. Seriously avoid shopping with FNAC.

My monitor (AOC 24g2u) I bought from Fnac started to get weird lines on it, artifacts. They only responded to my email asking for help after a few days, and they told me I had to drive 50km to one of their centers and deliver it there. They also told me I would have to wait 6-8 weeks (!!) before I would get it back. Terrible customer support. Also it was impossible to login to my account and find my proof of purchase when I had to give that to AOC.

Trustworthy, but I have encountered some problems and then you are the one that has to run around to solve it, not them