FRANKBROS Reviews 45

Fraud! Never arrived but money was taken

They sent me old candles, that had the oils leaking and the packaging was wet, the outside wrapping was dusty, dirt looking, like they were sitting somewhere for years and they decided to send them to me. They needed so many pictures from different angles, I am very annoyed as I did also pay a fee for tarrifs that was $80. Do not buy nothing from them what is on sale, as they send the old products to get rid of them, candles are from L'ojet , which are very expensive and I am beyond disappointed with this purchase.

Terrible customer service. Were not clear about import fees - in fact it is not easy to figure out on their website that they are not a US company. Also, I ordered two Hay chairs and they only delivered one and then made me jump through multiple hoops in order to get the second one delivered even though it was their mistake. Will never order from them again.

REVIEW UPDATE: What the cust serv rep doesn't tell you in the response below is that it took almost 6 weeks for them to resolve the issue. IT was clear from the very beginning that it was their mistake but they kept making me jump through bureaucratic hurdles and would also take days to respond back to me. If this had been a reputable company I would have had my missing chair within a week.

Delivery dates not reliable at all, even if you pay for the express shipping fee, it doesn't change anything at all. Fast customer service but their answers are just blabla and no helpful informations at all..avoid this store!

Update: After 10 days of getting promised my parcel will be shipped soon, they shipped it and it got stuck by the border because of missing documents..it's unbelievable!

Absolutely terrible company! I could not recommend ordering from them less especially if you are in the US. The are completely dishonest about the surprise fees you will pay and will give you endless runarounds in customer service. They are rude and completely incompetent. I ended up filing a case with American Express to get it resolved. Shop somewhere else.

Excellent experience! My order arrived ahead of schedule and in flawless condition. I loved the extensive selection of top brands offered on the website.

Purchased a chair worth over €1500, they sent the wrong chair. Making a mistake like this for an item so expensive is a terrible experience.

Was international shipping, had to pay custom fees, and return must be arranged by me and courrier pay by me, would not be refunded back the custom fees and return courier cost and lose more than €200 in that.

I ordered an item from them and returned it. They refused to accept the return, claiming that the item was damaged while I had not even opened the box, as it was a scented candle and I could identify the scent through the box. So they either sent me damaged item or were unable to pack it securily. However, they refused to process the refund and allegedly sent the package back to me with incorrect customs documents, which eventually returned to them. They have not been in contact since, and both the money and my purchase remain with them. This case has been lasting already 2 months and they just don't respond any more. Avoid these scammers

P.S. Don't be fooled by the fact that they respond to reviews trying to save their disgusting face. Their response to this review is a lie. They had no intention of refunding the money. Instead, they sent the item again with incorrect documentation and it got stuck at customs again.

I bought $120 product. When it was delivered, UPS asked me for an additional $80 COD. I of course, did not pay as I had no idea they were going to ask for 66% mark up at delivery. Their support email bounced back to me. Miserable experience.

Great service! shipping was on time.

terrible shop . no response to mails. no delivery at all.

Product was faulty and still waiting! Have sent numerous pictures and still no resolution since 3rd January!!! And I seem to get a response once a week!!!

Good communication and product in line with description at a very good price. Package was very good. For shipping they use UPS, which is very often not good. One shipment was ok, the other shipment UPS stated that nobody was at home which was not thru. Overall very good experience and placed another order today.

I love their selection! My parcel arrived perfectly on time and very well packed!

Made a mistake when making my order. Team was quick to help and adjust my order. Can recommend.

I’ve placed many orders in Frankbros online shop over the year. I must say this is a very responsive and trustworthy company. I can’t recommend this company more, except that when your order includes fragile goods, such as porcelain plates or teapots, the chance to receive broken pieces are relatively high in my personal experience. Even though Frankros took full responsibility by refunding me fully each time it happened, it’s still a pain for me to write emails and upload the full videos for their evaluation just to get things right. I really felt bad about those incidents, as I want a good company to make the profits they deserve instead of wasting money on claims. I even spent efforts to show them how Harrods packed porcelains items, but unfortunately they simply replied that they were not in a position to wrap products like that. They did not seem to know how insecure packaging has harmed their business.

My experience with FrankBross has been nothing short of disappointing. Here’s why:
Delayed Responses: Their customer service took over a month to address my concerns. Unacceptable.
Inconsistent Communication: I spoke with different representatives, each unaware of my previous interactions. Lack of continuity adds to the frustration.
No Phone Support: Email-only communication is inconvenient. A phone line would have been helpful.
Gift Message Missing: Despite ordering gifts, the personalized message was absent. A missed opportunity.
Wrong Item Sent: Instead of what I ordered, I received something entirely different. Major mix-up.
No Compensation: Surprisingly, no compensation was offered for the hassle endured.
In summary, FrankBross needs urgent improvements in customer service.
I hope they learn from this feedback.

I doubted buying from this website as Trustpilot had only little and mostly negative reviews on Frankbros.com.
But I most say the item was delivered quickly.
They have an amazing catalogue of design items for interesting prices.
I am very pleased with my purchase!

Awful customer service!! Ordered a set of six coloured wine glasses. The set should have been six unique glasses but they sent duplicates. In contacting them to look for a resolution, I was told I’d have to return all the glasses and reorder. The returns process is a nightmare: insanely complicated instructions, incorrect documents being sent to me, and very, very slow replies. I’ve been trying to deal with them for weeks and it’s getting nowhere. Useless company, avoid!!

I bought a book from Aussoline about Forte dei Marmi. The only point I want to shoutout is that I would have added more picture of the pages, just to see how it would be inside.