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March 2024 by Katie Hudgens (US)
I would honestly give less than one star if possible. I am a frequent shopper, and today at the Francesca’s in Lafayette, CA I had BY FAR the worst service I have ever received. I bought ~$150 worth of merchandise online (3 items: 1 dress in a S and another dress in a S and M to try both) I didn’t love them when they arrived and I tried them on, so I wanted to return them. The return policy online says that I am able to return online purchases in store. The return policy printed in store says to check the return policy online for online returns.From the start, the return experience in store was sketchy. She started by telling me that she might not be able to return the items I bought online unless the store had carried them. Fortunately, I had seen one of the dresses in store on my way in. She was able to pull up this dress, but it showed that it was $20 (paid $60). She was able to price adjust this, and I got the full amount back.She then doubled down that she probably wouldn’t be able to return the other dresses as she wasn’t sure they had carried them in that particular store. I asked her to please check. I thought that was weird because the return policy online doesn’t list any such clarifiers and the online policy is referenced as the standard for online returns made in stores. She was able to scan the dresses, but told me that they were $7 (paid $40) and she could not return them as they were under $10. On the return policy in store, it says that they are not able to return FINAL SALE items under $10. I clarified that none of my items were final sale. She was adamant that it didn’t matter since the system wouldn’t allow her to change it (even though I had just watched her do a price adjustment in the last dress).I called customer service to get clarification on the policy of what I was able to return. The person I spoke to on the phone confirmed that I am able to return online purchases in store as long as it was within 21 days, I didn’t use PayPal and none of the items were under $10 (there may have been a few other exceptions, none of which applied to me).I explained the situation that I was being told that the dresses were showing up as the $7 and asked if she could speak to the person in store to help get this resolved. The customer service person was great and said she would be happy to!When I gave my phone to the store manager, I asked if she could please put the phone on speaker so I could hear the conversation. I normally wouldn’t do this, but I felt many times during our interactions to that point that I was being taken advantage of. She ignored me 4 times before finally putting the phone on speaker.The customer service person confirmed that none of the items were under $10. She said that the store manager should be able to price adjust it as a lot of other stores had easily been able to do this. She gave a contact that could walk her through the process. Once we got the contact in the phone, she was easily able to find the dresses she “wouldn’t be able to find” and complete the price adjustment that “the system wouldn’t allow” her to do.It’s possible that she is just not the best at her job or there were weird system glitches that made the process terrible. I think it’s more likely that individual stores aren’t credited for online purchases but are charged for returns. I understand that this is a frustrating policy. If the experience had been better, I would have done all I could to return online returns via mail going forward. However, I don’t think a bad policy at the corporate level should justify treating me rudely or preventing me from returning something in store when that is clearly allowed in the return policy.I’m thankful that I was able to ultimately return my items, but it did waste an hour of my time. Instead of being at all apologetic, I was asked if I normally wear a S. Since most of the items I own from Francesca’s are S, I said yes. She responded “if I were to style you I would definitely put you in a M”. That is unrelated to my main issue I just thought it was rude ?
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February 2024 by Deborah Young
The people that work there are so friendly and nice. They are also very helpful, without being too pushy. The clothing is trendy and cute, everything from mini dresses to shackets. They have some purses and shoes, as well as hair accessories. They have a good selection of jewelry too. Thats not all, they also sell travel cups, candles, games, erasers that look like chicken nuggets and many other items. So, whether you need a birthday gift for your bestie, or a super cute outfit to wear to her party, you should check out francesca's.
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January 2024 by Lindsey King
Poor customer service at this location!
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June 2023 by C B
I had a very negative experience at this store.I came to this store to return an item that I had purchased from their website. When I walked in the store, the sales associate was on her/their cell phone and standing behind the counter. Not such a big deal to be on the phone if the store is slow, as far as I’m concerned. But when I walked in the store and walked up to the counter, I was not acknowledged in any way for what seemed like several minutes.Another customer walked in after me, though, and that other customer was greeted. Despite the fact that I was standing right in front of the counter, the sales associate looked passed me, welcomed the other customer and asked what the other customer had come in for.What proceeded from there was quite upsetting. I felt that the sales associate became defensive after I pointed out that I had been standing there and I needed help with the return (yet I had not been greeted or asked what I needed help with). In fact, the response from the sales associate felt almost aggressive.I did my best to simply reiterate what I had come in for, so that I could do what I came to do. I wanted to leave that encounter as soon as possible.I don’t know if the sales associate was having a bad day, but it felt very much like there was a certain amount of prejudice or bias on the part of the sales associate, based on my appearance, that contributed to the way that the sales associate treated me.Additionally, despite the fact that I had a receipt, I was initially told by the sales associate that the store was having problems returning items purchased on the website…this was basically the first thing that was said to me…Instead attempting to figure out how she could possibly help me.The sales associate did eventually process the return. But, the whole experience left me feeling very uncomfortable.I will take my business elsewhere from now on.
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May 2023 by Serena P.
What an amazing experience. Customer service was beyond and above! The girl who helped me out was name is Emma. She would be the sole reason why I would come back to this Francesca's. She helped me pick out outfits and I loved her opinion about certain styles. When I came back to this, Francesca's two days later, to return the dress that ended up not fitting. She completely remembered me and asked how I was doing and everything we talked about 2 day prior. Like I said, amazing, customer service, and overall an amazing experience.
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February 2023 by Elena F.
Beautiful and unique designs! I've found some of my most elegant and versatile dresses at Francesca's. Their pieces evoke a sense of beauty and timelessness that is hard to depict for most other boutiques.
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August 2022 by Maegan M.
This review is honestly for the boutique manager, TJ. I had such a great shopping experience here. Currently the store had a buy one and get 2 free on clearance items. It took me sometime to search the 3 items I really wanted but during that time TJ was checking in with me if I was doing ok. She was checking in with other customers in the fitting room. She totally has a handle on the store and is very helpful to everyone that walks through the door. I seriously need this woman everywhere I shop!!!
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May 2022 by Sherri W.
Usually I go to the Pleasanton store bc of the proximity, but I had a hold at this location & stopped by. The ladies were professional & the environment was very relaxing. They definitely had a great selection, especially in their Final Sale shelf. I managed to snag a $4.95 polyester skirt. You can't buy much for $4.95, so that was the bargain of the day. This location seems to carry a lot more items than Stoneridge Mall in Pleasanton, so for selection this store carries a lot.
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September 2021 by Corina C.
I have been shopping here for the past three years. They always have nice clothes and staff are always helpful. Their winter clothes are my favorite!
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May 2021 by Nina E.
The stuff here is so amazing, so friendly, is so helpful! I went here on a Thursday night before my Manny Petty and put some stuff on hold thinking they'll be done before seven. I called Friday morning to see if my items were put back on the rack and the lady that was working today I forgot her name but she was so amazing she called me but I was at work and I called her back and I told her what I had on hold and she told me that there was not put back yet and told me she would hold it for me. I ended up getting three things and she has such amazing customer service, was very friendly and very helpful and made me feel welcomed! I have been too many locations of Francesca's, I have been to the Black Hawk, downtown Danville, stone ridge, Emeryville before they closed, the Westfield mall in the city, the Livermore outlet, Monterey mall! Basically anytime I see Francesca I have to GO! and I have to say the Lafayette location is by far my favorite one so far
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December 2020 by Tracy M.
Cute store! We went there to buy a Secret Santa gift and ended up marking three other gifts off our list, too! Great sales and decent selection. I will definitely go there again.
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December 2019 by Natalya Gray
Love this place. Some times I spend too much money here! Great place for gifts and cute clothes and jewelry.
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August 2019 by Carolyn Marsh
YEP!!!
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August 2019 by Chloe R.
I keep trying with this Francesca's because it's convenient and I'm local. Unfortunately every time it's a let down. The staff is unfriendly and so over pushy it's really ruining the experience. The two ladies that were on staff at my last trip, were rude at check out when I said no bag and no tissue, and didn't leave me alone for the entire 7 minutes I was there. Cute stuff, but the staff is ruining the shop. Management needs to calm down with the sell sell sell!
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June 2019 by Courtney W.
Came in looking for a dress for a memorial service after being exhausted looking everywhere else. Sonia made it so much easier and her friendliness made my tears stop for a bit, AND I found something to wear so at least that stress is gone. Can't wait to come back to shop for something fun next time!
