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Business Profile

Clothing

Francesca's Collections

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Francesca's Collections's headquarters and its corporate-owned locations. To view all corporate locations, see

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Francesca's Collections has 2 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a package that was never delivered. I filed a complaint on 1/19. I didnt hear back from the business until later that week.Francescas told me I needed to wait 8-10 business days for a response. It has been 10 days and they will not provide an update. They have not refunded my money nor have they provided an interim solution.

    • Initial Complaint

      Date:01/28/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Included:-Emailed requesting return label -Screenshot of label for tracking proof -Proof item was picked up by *********** for returns processing on January 11th, 2024 -My email attempt to contact them and their automated response confirming receipt -My second email attempt to contact them -Screenshot of customer service call where I was promised a refund in 3-5 days Timeline:I made a return and it was received by *********** return agent on January 11th, 2024.I did not receive a confirmation email indicating my return was received, so I reached out on January 12th, 2024 via email. I received no response.I then emailed them a second time asking for assistance. I again received no response.I called their customer service line on January 23rd, 2024 and spoke to an agent who said she would manually release the refund and I would have it in 3-5 days. I still have not received it.I'm extremely disappointed in *********** customer service as they have had both my items and my money for weeks without a refund or response to my emails. I'd like a full refund of the items I returned immediately. Thank you.

    • Initial Complaint

      Date:01/05/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an online order on Francesca’s on 12/20/23 ***** ********* I received my order with the incorrect products. I reached out to Francesca’s customer service on 12/26/23. As of today, 01/05/24, I have been ignored by their customer service team despite numerous attempts to resolve this issue. I would like a full refund or the correct item shipped. I have reached out via email, ********** *** ******* At this point, I have no faith in a response.

    • Initial Complaint

      Date:12/08/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 19th 2023 I went into the *********** Boutique in ********************* in ** to make a simple straightforward return. I had the unopened items with me and an emailed copy of the receipt with the exact amount of items I ordered and the total for the order. What should have been a simple straightforward returned into what I can only classify as appalling and disgraceful scene put on by the *********** Employees. Needless to say, I was ************ first the employee at the counter began by saying that she would need her managers help to process the refund since she was unsure how the proper procedure which already seemed odd. Having worked in retail for years, I found it strange that an employee wouldnt know how to carry out a seemingly simple task. The manager then came over and took one look at me and simply said she would need to then call her district manager since she herself was also unable to do the return herself. She then went to the back room to call her manager saying she needed to be "walked through the return". The manager then left for about 10 minutes to the backroom. (If she was going to be walked through the return then she would need to be at the register)I then asked the employee at the counter to please get the manager to see what was going on.The manger and her employee came back with sneers on their faces, repeatedly mocking me and saying they could not do the return without the receipt which i had given them multiple times. Multiple times the employee and her manager would outright lie and say that they wouldnt take back my return without the receipt (which i gave them on my phone) and continued to mock me while coming up with lie after lie about why they couldn't process the return,I was exceedingly appalled by their behavior and left the store with tears running down my face.

    • Initial Complaint

      Date:12/06/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have reached out multiple times via email and multiple phone calls and STILL haven't gotten my store credit for a return I made MONTHS ago. My return was delivered on October 26 and the Francescas portal has been stuck on the message return received. Waiting on refund. I returned 3 items which cost me $95 in total. My order number is: *******. May I please have my store credit or a refund??

    • Initial Complaint

      Date:09/25/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase online in which I returned 2 items using the provided shipping label. Tracking and the company website show the items were received on 8/28. On 9/15 I emailed inquiring about my refund. It has now been a week and I have not received a response. I called on 9/18 and was advised I would receive the refund by end of day. I called 9/20 and was told end of week. I called today and was told 14 business days. This company should be investigated as I believe they are holding customer’s refunds.

    • Initial Complaint

      Date:09/24/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase the product on 9/5, ****** ****** **** ******** ****. The item I paid for is $19.98 plus tax but when I went into the store for a refund they will only refund $14.99 plus tax. I was not informed at the store that I will only get a refund of $14.99 when I paid $19.98. The associate at the store also embarrassed me at the store by repeating that I made a purchase at the outlet store that’s why I’m not getting the refund on what I paid. *** **** **** ** **** ************** They will not refund what I paid at embarrassed me because I made the purchase at the outlet store.

      Customer Answer

      Date: 09/26/2022

      Better Business Bureau:

      This letter is to inform you that Francesca's Collections has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/24/2022 and assigned ID *********

      Regards,

    Francesca's Collections is NOT a BBB Accredited Business.

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