Fnac Belgium Reviews 1,670

I ordered a book and it showed delivery in 2 days, it's been 10 days and did not get it till now. Iam attending the classes without the book. It is not easy .
There is no updates in delivery status, nor the response from the customer service.

Honestly if I could give this store less then 1 star I would.This was my first time visiting the store, and I had found they sell an author which is very difficult to find, so I was happy that they had that author for sale. Unfortunately when I wanted to read the book 1 week later I discovered that it was damaged in print, I did write to the store saying I dont live in Belgium and returning back to get my money back for the book would cost me more then the book itself, but they didnt bother to help me at all (so now I have to keep this damaged book). This was my first and my last visit to that store, and its a shame, because I really thought I had found a nice bookstore.

until now im waiting For call and refund.. but is nothing..i already give the dossier number 64702172

not client friendly at all : I wanted to buy a book with a professional invoice. In my city (Kortrijk) there is no Fnac. I ordered the book and had it sent to the shop in Ghent as I read that you only get a professsional invoice at the shop. They said they could not give me one, as the book did not come from their shop. I decided to return the book, but this was on my expenses. The only way to get a professional invoice was to travel to Brussels (+ 100 km) to get what I wanted.

I had an order that didnt deliver for like 3 weeks and it didnt even say it started the delivery etc so i cancelled and reordered but it hasnt arrived. i have waited for almost a month and no progress whatsoever

Very disappointing experience. I ordered a gift and never received any confirmation that the item had arrived at the store. I even went there myself, but the staff refused to look for it. Now, almost a month later, someone finally replied saying the item has been at the store since two days after I placed the order. It’s really frustrating, and I’m now trying to get a refund.

They either lack honesty, or lack competence.

- I order an item. Supposed to be delivered 3 days ago.
- The site still displays the completely outdated expected delivery date. But it seems to be lost in transit?
- And now, somehow their website even claims that it is in stock?

This is ridiculous, how can this be both "IN STOCK" and still not delivered to the store at the same time?

The worst thing is that instead of being liars, they could just have written "delivery time is 10 days" and it would have been completely fine.

Or even an updated ETA would be acceptable (surely they have some tracability in their supply chain, and know were their items are?).

But they lie on their ability to deliver, so here we are. I suspect their score would be higher if they were just simply honest.

How hard is it really, to be a honest company?

edit 1: still not delivered, approaching a week late, no response from support, no update on the website, no update by mail.

edit 2: 1 week late, still not arrived. Even worst, on their website it says that the very item I ordered is AVAILABLE FOR SALE AT THE STORE.

edit 3: They offered me to cancel my order so that I can go purchase it at the store (where the order was supposed to arrive anyways!). Obviously I refused to pay them a second time. I'm basically lending them money for free. Imagine the crazy hoops we have to go through to compensate for their lackluster systems...

Most unprofessional and inflexible service desk I had the pleasure of contacting. Spoken with maybe 5 different employees, had to be put on hold each time so they speak with their supervisor, had to call again after a certain hour once a specific colleague was there to handle my case all in the span of two weeks. Was transmitted false direction, I have wasted my time testing suppositions from them going from the web shop to a physical store and being refused when I tried to speak with a manager . Stay away from the online shop, if you need try to buy from the physical stores

On 12 June I ordered and iPhone on the Fnac website. Delivery was expected within 4 weeks.. but i never received the IPhone. After serveral times asking when i’m going to receive it. I get a message on 2/8/25 that the iPhone is out of stock and I Will get a refund, today we’re 10/9/25 .. almost 6 weeks later and i don’t have the money back! When I ask when they do the refund it’s always ‘ we do this week ‘ or there is a problem With the accountancy.
Please think twice when you buy Here …

My customer experience with FNAC has been without a doubt the most frustrating and disappointing of my life. Please save your hard earned money and shop at another store instead.
I bought a laptop in October 2024 for my studies. I bought insurance and when my laptop broke down the past few weeks I went straight to make a claim.
I went to the store initially to explain the situation, was told to email and make a claim online. No problem. I try to register on the insurance portal (where you make the claim) but my phone would not receive the confirmation code (FNAC later told me it was their technical error) and therefore I could not make the claim. I then proceeded to email the insurance department 5 times over the next two weeks. After eventually getting a response almost a week later, the wait time between each email was minimum 4 days which made the process incredibly long. Meantime I had exams and work and had no laptop. When I eventually could make an account, I sent the laptop immediately to the repairs and after inspection was updated that I would receive full compensation to buy a new one within 8 days.
I am now on day 20 and have received not one euro.
I have called the contact number 5 times. Got through once and the advisor told me he could not understand me when I speak in a "robot voice" (I am english speaking and asked at the beginning of the call if that was okay and he said yes he spoke perfect english). To which I hung up in complete shock and didnt want him to hear me cry.
I also have emailed 2 times since the 8th day and have had no response in over a week.
I have never felt so insulted, upset and failed by a company in my entire life.
I am sincerely at my wits end...I will be forced to seek outside assistance for this issue if it cannot be timely resolved.

Placed an order on 01/08/25 for a PS5 which had a delivery date of between 2 and 4 days. Reached out on the 7th and was told that although this was on their website that this was on order from one of their suppliers and they couldn't share any update. Followed up again on the 14th and again the same reply, no idea when your product will be delivered. 2 weeks later and they have no idea if or when it will be delivered. Had to cancel the order as no one knows anything about a possible delivery time. I wont be ordering again online with FNAC.

Do not trust their dates of delivery. I ordered a package in January that was supposed to arrive in February, only communication I received was that it got delayed for a bit (one email back in February, that’s it)… It’s now mid May and it still hasn’t arrived. The system now says it was sent to the store end of April but it’s taking more than 3 weeks for it to arrive at the store… ? It’s a very misleading system, and there’s no one to help to give further information. I’ve gone to the store twice and they say they can only see the same information as me. They cannot track the package to see where it is in reality… So I’m starting to think it’s not even true that it’s been sent to the store because no one can give an answer.

Horrible and time-consuming experience, I will probably not order again from Fnac and just go to an other brand, I recommend others to do the same.

Update after Fnac replied: My package now suddenly and supposedly “arrived” but it says that I “asked for a reimbursement” when this is absolutely not true in either case. Now I’m even more upset and unsatisfied with this service. If I could give it a negative star I would. What a scam. Do not buy here.

This is honestly the worst service I've ever experienced. I’ve tried to get my order three times, but each time there’s been an issue. They keep saying there’s a delivery problem, and the last time they told me it wasn’t delivered because the product wasn’t available, but still claimed there was a delivery issue. My money is still stuck on the website, and they refuse to refund me. The site says I need to use the certificate number, but they won’t even give it to me. It feels like they’re just mocking their customers. On top of that, support shuts off the chat if you leave a negative rating. It’s really frustrating.

Non existing return policy !!
If you buy at Fnac you are practically forced to keep your purchase. They have no solid return policy. You can either go to a shop and return it or have to pay for sending it back and organize shipping all by yourself ... Fnac is not living in this world ... how do they still exist ??

I had a defective cell phone and instead of proposed solution from fnac representative to issue a refund from Google, fnac only repaired the device. Because of only this proposed solution i didn't send my cell directly to Google, which was much better solution in reality, a replacement pixel 8. At least i would have had a new cell phone.

I will never buy anything from fnac again!

Bad customer experience due to Unrealistic return policy and ambiguous return period.

I purchased a costly vaccume cleaner iRobot combo I5 PL from Fnac Leuven store located at Vital Decosterstraat 7, 3000 Leuven on 9th Dec 2024.
Background:
I visited the store on 30th Nov and
I requested for a demo of item but fnac team verbally explained me and showed the vaccume cleaner over website and told that if you can try at home and if you don’t like the product, this can be returned it. Also I understood from store as well as from customer care that since the purchase is in month of Dec so I can return the item until 12 Jan 2025 due to exceptional return policy which applies during Christmas holiday season. Since there was only one item available on store at that point of time and that can’t be given to me so they ordered one piece on my behalf with partial payment of 100 euros. The final product came in first week of Dec and I went to store to pick it. During that time also I requested for demo but store member told me you can take it and try at home. I paid remaining amount of 249 euros and took the item to home. While trying the item at home I didn’t find it convenient and useful. For me convinice , speed was main factors to go for such a costly vaccume cleaner and since I didn’t get what I wanted I preferred to return it. Please note that each and every piece of this very item is in same condition as original and I repackaged it immediately.
Due to holidays I was away and after that I I fall sick so I could only go to store on 9th Jan. BTW 9 Jan is inside the return policy so I went to store on 9th Jan to return it and there I faced the reality. Store members keep on diverting me telling that nothing can be done since their policy only allows them for 15 days return. When I explained them multiple times and even showed on web then they started giving me another story that since I have opened the package, the item can’t be returned. There was one humble store member who tried to help me but when he spoke to his manager over phone, the manager asked him not to entertain the request as the return date is already expired and the package is opened. Ultimately, I have to bring it back to home. I have few concerns and complaints against Fnac store at Leuven-
1) A product which is very costly ( price 349 euros ) is now of no use for me and my money is fully wasted. I will have to purchase another one as I need one vaccume cleaner; my money gone down the drain.
2) For such items there must be practical demo at store
3) someone must explain me that how a customer can see if the product is useful or working or convenient without opening it. Because if you open it, store won’t take it back
4) there must be transparency in return date policy;
5) loyalty of customers is given 0 value by Fnac. I have been regular customer of Fnac store at Leuven and they didn’t even consider my case as a loyal customer. For them playing around the policy is most important and making fool of customer;
6) why do the store have managers when they can’t speak to customer and understand their concerns

Towards the end I reiterate that Fnac store purchases for such costly items- please be careful and avoid Leuven store.

Note email to fnac Leuven store and email address of webshop already shared. So please act on correcting mistakes instead of giving standard response.

Terrible web-system. 2 years in a row (February of 2024 and February of 2023), I tried to order Vinyl records. At first it would say available and then ready to send in 9 weeks. So I would place the order online, pay, and wait. As soon as the 9 weeks are over, you would get an email that the order will be delayed, and eventually when you call customer service, they would say that you have to wait longer as they have no idea what is up with the order. Call week after week until eventually they cancel the order and you get the money back after having lost almost 12-13 weeks looking forward to something you wanted. Customer service is useless, if you check the website they still have the product "available" and "arriving in 9 weeks" which is not true because the product doesn't exist. When you notify them about it they don't do anything. I asked after the second time this happened if I'm entitled to any sort compensation, they give this attitude and they don't give anything back. Just terrible terrible terrible and I don't recommend FNAC at all .. truly disappointing to have to go through the exact same experience 2 times 2 years in a row and you still see 9 months later nothing changing.

I ordered an item especially because of the delivery date. It was promised to get the order by 10-11 of september, on 12th there is nothing. I have contacted the customer support, they can not say, when my order will be delivered, nor can they compensate me for late delivery.
I will never again buy anythi g from them, just because of the fact, that they don’t keep their promises and don’t care about their cuszomers at all

my mistake not to check on trustpilot myself
ordered friday an object with a card, first they said its ok tuesday wednesday i will get my object,yesterday monday i get a message that the transfer did not go though, after instant transfer with proof, the same story bookeeping has to give their ok again a few days gone
i do not think i will ever buy there again,
The response of fnac is B.S,THEY SAID FRIDAY ARTICLE IS GOING TO BE DELIVERED WITHIN 10 OR 11/9 NOT WHITHIN A WEEK OR 2, now Fter 2 days I cannot cancel my order cause supposedly the parce left, on The site is written that, they are waiting for the transport team to pick up the parcel, it's a company where the left hand does not know what the right hand is doing

Very inconvenient ordering from the webshop, with multiple delivery problems and different updates from different staff members. Hard to know where and what the status of my package is.