Many reviewers like the in-store experience and the try-before-you-buy option. A large group of complaints points to late dispatch, unanswered emails, and refunds that are slow or never arrive. Product feedback splits between items that failed quickly and customers who praise the cut, fit, and fabric. Staff experiences vary from named employees praised for help to reports of rudeness and workplace friction.
Examples from available reviews (Mar 2022 – Mar 2026).
Customer experienced no responses and no refund after returning item.
“I still have no refund.”
Poor quality items and return emails were ignored by company.
“Poor quality items with bad fit and material.”
Try-before-you-buy allowed testing two colours without paying for both.
“Try before you buy is great”
Outlet manager provided an apologetic, helpful refund voucher and assistance.
“The manager was excellent”
Several reviews praise strong in-store help and long-running loyalty. Other separate reviews describe rude or unhelpful staff, and one mentions an outlet manager who apologised and issued a voucher. A few comments mention internal workplace problems; these appear rarely and read as isolated mentions.
Only a small number of reviews mention price. One reviewer said a jumper cost too much for the quality, while another liked the prices and modern styling. With so few comments, there is no clear shared view.
Try-before-you-buy is repeatedly praised for convenience and for making returns easier. A smaller number of reviews mention website or usability issues, including product images that don’t match what arrives and returns that are blocked or hard to complete. Most positive UX notes focus on home fitting and clear order notifications.
Several customers describe quick failures, including trainers, slippers, and knitwear that bobbles. Another group praises the cut, fit, and overall fabric quality. Together, the comments point to sharply different product experiences rather than one consistent pattern.
Poor post-sale communication stands out: many reviews mention orders that don’t dispatch, emails that go unanswered, and phone lines that won’t connect. Multiple reviewers also report refunds that are delayed or missing, plus confusing tracking that requires an app. A few isolated comments mention unsolicited marketing emails.
Sentiment splits clearly. Positive experiences focus on try-before services and helpful store staff, while negative ones centre on fulfilment, refunds, and some product failures. The highest and lowest ratings cluster around these points, creating a wide gap in customer outcomes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Company ignored messages about missing item and disputed bank refund.
“they ignored multiple emails and social media messages regarding my missing item”
Company ignored messages about missing item and disputed bank refund.
“they ignored multiple emails and social media messages regarding my missing item”
Slippers fell apart within a month and customer service refused help.
“Uppers came away from soles within a month of wearing them.”
Slippers fell apart within a month and customer service refused help.
“Uppers came away from soles within a month of wearing them.”
Order still not despatched and customer objects to tracking app.
“Order has still not been despatched.”
Order still not despatched and customer objects to tracking app.
“Order has still not been despatched.”
Order processing errors, refunds reversed, and poor customer service contact.
“The phones have no answer”
Order processing errors, refunds reversed, and poor customer service contact.
“The phones have no answer”
Order disappeared with no correspondence from French Connection.
“Order seems to have disappeared!”
Order disappeared with no correspondence from French Connection.
“Order seems to have disappeared!”
Order cancelled after long delay with no explanation provided.
“Now a month later on 22 Jan they just cancelled my order.”
Order cancelled after long delay with no explanation provided.
“Now a month later on 22 Jan they just cancelled my order.”
New order stuck on processing and earlier refund was slow.
“just says processing but no orders received”
New order stuck on processing and earlier refund was slow.
“just says processing but no orders received”
Order not dispatched, emails unanswered, and tracking was unclear.
“Still waiting for order to be dispatched from the 13th January”
Order not dispatched, emails unanswered, and tracking was unclear.
“Still waiting for order to be dispatched from the 13th January”
Order cancelled after weeks and customer service cited stock discrepancies.
“my order was cancelled due to "stock discrepancy issues.”
Order cancelled after weeks and customer service cited stock discrepancies.
“my order was cancelled due to "stock discrepancy issues.”
Poor quality items and return emails were ignored by company.
“Poor quality items with bad fit and material.”
Poor quality items and return emails were ignored by company.
“Poor quality items with bad fit and material.”
No delivery updates and no response to refund requests.
“Ordered something 10 days ago, never received an update”
Customer received no delivery updates and demands a refund.
“never received an update on when it would be delivered.”
Multiple contacts unanswered and refund remains delayed after return.
“there’s no other way to contact them”
Customer experienced no responses and no refund after returning item.
“I still have no refund.”
Expensive jumper bobbled after one wear and site blocks reviews.
“bobbled on immediate wear”
Jumper bobbled after first wear and reviewer won't shop anymore.
“bobbled on immediate wear.”
Long-term customer finds the online service very reliable.
“Very long term customer Since 1998 - Very reliable online service”
Long-term customer reports reliable online service since 1998.
“Very long term customer Since 1998 - Very reliable online service”
Outlet manager apologised, issued refund voucher and assisted effectively.
“The manager was excellent, so apologetic but it was partly my fault.”
Outlet manager provided an apologetic, helpful refund voucher and assistance.
“The manager was excellent”
Reviewer reports owner did not pay a worker.
“Owner doesn't pay to worker despite taking work from them”
Reviewer alleges the owner withheld pay from a worker despite receiving work.
“Owner doesn't pay to worker despite taking work from them”
Staff were overheard badmouthing colleagues and made shopping uncomfortable.
“This form of bullying shows a toxic work and shopping environment”
Staff were overheard bad-mouthing colleagues, creating a toxic shopping environment.
“This form of bullying shows a toxic work and shopping environment”
Jill at Cannock provided excellent personalised styling and service.
“As always Jill from Cannock was fantastic!”
Staff member Jill in Cannock provided excellent personalised styling help.
“As always Jill from Cannock was fantastic!”
Return received ten days ago but refund has not been issued.
“They received my return 10 days ago, still no refund!!!!!”
Return received ten days ago but refund still not issued.
“They received my return 10 days ago, still no refund!!!!!”
Try-before-you-buy allowed trying two colours without paying for both.
“try two different colours of same dress (good for sizes too)”
Try-before-you-buy allowed testing two colours without paying for both.
“Try before you buy is great”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
French Connection is a British fashion retailer that sells clothing and accessories for men and women in stores and online. It offers ready-to-wear lines, occasionwear, and footwear in full-price stores and outlets. The website includes product details, sizing advice, and standard delivery and returns. Customers can shop in the UK and internationally and contact support through the published channels.