Fnac Suisse Reviews 310

Sorry, but the delivery service is your (fnac) responsibility this days. I paid 20chf extra for a delivery in the evening, that was not met.

Beside the point that most of their worker are absolutely unkind or helpful. To try to use their website is absolutely exhausting.
As someone who buy ALOT online,this website is just a maze of misery and you are just not capable to buy without it crashing on you.

Ho,and let's not forget that although they have a shop in Biel,which is a dual language city,they didn't bother to have anything in German,not even an option in the website to change.

Stay away.

The website blatantly lies about when the order would be fulfilled. When ordering the order page said it would take less than 5 days to deliver. It's been more than a week and the status is still "preparation". I wrote them an email and I got no response. Terrible experience and terrible customer service.

Don't purchase the Insurance for the phone as it's mostly as scam. They are hidden fées and they will try to discourage you via their horribly long process (i've been for a whole month without a phone, and the Insurance I took normaly covers the damages). Let's hope the same thing that happened in the US happens to them

I placed an order two weeks ago, and the money was taken immediately. At the time of purchase, the website clearly stated delivery within 3–5 days. It's now been more than double that time, and I still haven’t received any update whatsoever.

I’ve contacted customer service multiple times, and every single time I’m told, “next week.” It’s the same generic response over and over again with zero transparency or accountability. No tracking number, no delay explanation, nothing.

This is completely unacceptable. If you value your time, your money, and basic communication, I strongly recommend looking elsewhere.

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J’ai passé une commande il y a deux semaines, et l’argent a été débité immédiatement. Au moment de l’achat, le site indiquait clairement une livraison sous 3 à 5 jours. Cela fait maintenant plus du double de ce délai, et je n’ai reçu aucune mise à jour.

J’ai contacté le service client à plusieurs reprises, et à chaque fois, on me dit simplement : « la semaine prochaine ». Toujours la même réponse automatique, sans aucune transparence ni responsabilité. Aucun numéro de suivi, aucune explication sur le retard, rien.

C’est tout simplement inacceptable. Si vous tenez à votre temps, votre argent, et un minimum de communication, je vous conseille vivement de commander ailleurs.

I ordered a juicer on the de.fnac.ch site. My order was accepted and paid for. The next day my order was cancelled by FNAC and the reason given after multiple attempts to contact them was that they had made a pricing error on their online shop! According to EU customer protection a sale is legitimate when the purchase agreement is made at the agreed price, which in this case it was.

Further:
1) no email customer contact address or method to contact FNAC. I eventually contacted their belgian customer email.
2) on trying to call their customer contact number, agent could only speak french (not english, italian or german - only french)
3) they made an error on their website, I purchased & FNAC cancelled as they did not want to honor a sale made when they had made the error.

All in all, FNAC is a con, unprofessional & service and follow-up non existant.

I recently bought a wet and dry vacuum cleaner from Fnac. The price was very competitive, and the delivery was fast. However, I accidentally ordered it twice, so when the second delivery arrived, I sent it back and contacted them to request a refund.

My past experiences with online shops (like Galaxus and Amazon) have been terrible—endless chatbots, struggling to reach a real person, and long delays in responses. But with Fnac, everything was resolved in just one day!

I called them, and while the first operator didn’t speak English, she promptly arranged for a colleague to call me back. Within 20 minutes, another agent called—she was professional, helpful, and assured me she’d follow up on the issue. Just two hours later, she called back to confirm the refund had been processed! Unbelievable! I was so impressed by their efficiency. Kudos to Fnac!

My only suggestion? Please add an English version of your website! There are many expats in Switzerland who would appreciate it.

Unreliable, randomly accepts and cancels orders, annoying spam emails

worst experience ever. I ordered an item for over CHF900.- I have no heard back and it has been 10 DAYS! I called them multiple times and the customer service tells me to send an email. I have sent 5 emails but NO RESPONSE. my money is gone but I have no received the product… also, no one in the customer service speaks German or even English but their website is in German, how is that possible??

I don‘t know what to do… just waiting for an update.

DO NOT ORDER FROM THEM

I suspect their is a staff who is a thief at the counter of Manor store near Cornavin, FNAC store at 4tj floor. So this what happened. I purchased an ear bud , they gave me an empty box after deducting from my card. I asked them what can we do? They said what I wanted is out of stock and so I had to purchase another earbud which is more expensive. I added 10 more francs and bought another one. Suprising, after arriving home, the extra buds that come with it (the entire box is missing) ???? - I am reporting them tomorrow to the management and if nothing is done , it will be a big shame. I never thought we have thieves in Switzerland? Oh no

The worst shop ever..really bad client service, bad comunicación,
Never again I'll come again..

Die ordered DVD should have been delivered within a few days. At least this was the claim when I placed the order. After several weeks the order was cancelled because the DVD was out of stock. At least the amount paid was reimbursed automatically.

Not sure where do all the negative comments come from. I’m already the second customer and the order experience was very positive. Product arrived as planned without any issues and surprises. I was able to check my status via FNAC account and later using Swiss Post. I can only recommend this store. Price was very competitive, I’m very happy with my purchase.

FNAC is fighting the same problem as the other electronics store - it's great to touch and see the articles, but then one goes home and orders them online for less...
FNAC has a membership that costs to receive a discount that still cannot beat the full online stores.
FNAC can put out great offers for weeks but the articles are not available, but you can order them over and over and a week later the order is cancelled.
So I admit I am the reason why I these stores cannot survive ...

Continuously postpone the delivery and no customer service at all.

Made several purchase in FNAC and it was processed quickly. Everything received in one week time.

The lost of 1 star because it's quite frequent when there's something on sale and they ended up cancelling your orders. It's sometime because they put wrong pricing or the product simply not available (eventhough when you check availability in store it's visible). This has to be improved since quite often I'm disappointed.

Note that FNAC pricing is mostly more expensive.
I purchase Funko and records mostly. If there's no sale, do not buy the normal price. There are lots of other place to buy in much cheaper price.

Incredible fail with my only order on Fnac. I ordered a gaming controller which had a pretty competitive price on FNAC online website (some kind of sale) and it was in stock. I waited 5 working days before asking why the item had not been yet sent. I used the automatic support form given on the website "why is my item not delivered yet". As a response, my order was "automatically" canceled. I really hope they will refund my credit card (the amount was already taken out)

Bought a Roborock Q Revo in August that came with a known issue. After talking with Roborock support and having diagnosed with them the issue, they told me to reach the seller as it was under warranty for it to be fixed.
Did so, sent the robot for repair and waited for a full month only to get it back saying that they didn't see any issue with it and that I should use the robot as specified by the manufacturer!
This time took the robot to a shop (Vevey more precisely) and had a chat with the lady who entered data wrong (document says robot's not under warranty, not in the original box, etc. which were all lies since it is under warranty and in the original box!) and the robot went back to repair.
She tells me "it usually takes around 6 weeks to get it back... It may take longer but that's unusual.)
So... I bought a robot in fnac.ch for it to be under repair for more than half of the time since I've owned it, and fnac instead of helping the customer and just simply replace the device... No... They leave the customer without anything!!!

Wrote them a letter... I'll advance with legal action next and demand a refund!

FNAC... Never again! Not even if it's free! F***'em!

FNAC online service is just crap. Someone needs to fix this. You accept orders without checking inventory and keep the money without making any delivery. Is there management for this company? How can you run a company like this and honestly not care to make any improvements? You are all a disgrace. You are no better than online scammers. Never ordering or buying from your shops again. If you have not ordered anything from them PLEASE SAVE YOUR MONEY AND TIME AND AVOID THIS CRAP SHOP LIKE THE PLAGUE !!!!

Abysmal service. Due to an error in their system I have not received my item or a refund. I am down 400 CHF. It has been over two weeks.
Do not trust.