francesca's — Local services in Buford

Very hostile, unsympathetic, and unhelpful. I was a frequent shopper at Francesca's. Typically they are just ok-- not very attentive, just does the minimum. I went to the Mall of Georgia location for a sale and an employee, Paige, was closing the store door 11 minutes (at 7:49pm) before closing time (8pm) listed on the website hours. I continue walking towards the store at 7:50pm, not completely sure if they were closed or just preparing to close, and she tells me that they are closed. I had driven 30 minutes to get there in time for the deal; I told her this, and she said I should have come sooner... Which I could not have. She proceeded to tell me that they close early on days they do signage. I had no way of knowing this ahead of time. Most stores I have seen do signage in the morning shift since customers are not there yet and it doesn't inconvenience anyone. Paige said she was trying to close the store and be out by 8:02pm and that I was delaying her closing. I was in there to purchase one item and made it during store hours, but I was told that I was inconveniencing HER from closing 2 minutes after closing time. She gave me no solutions, only looks of annoyance for still being there (during store hours). I told her I was not trying to get her in trouble or anything, but I wanted to know the customer service number to see if they would still honor the deal since Paige was claiming they couldn't do anything from the store's end. She continued closing the store and was ignoring my question. I asked again nicely and she said I could find it online. After all of this, I still left the store before 8pm when they were actually supposed to be closed. I understand if a store policy prevents her from being able to open the register back up, but if that was the case, she must have been closing the registers while the store doors were open, so a customer could have come in at any point. Closing early and being cold to a customer telling them that it is "not my fault you didn't come earlier" is very disappointing.

I called the next morning to speak to a manager, Julie, and she said she tells her girls they can close early to be able to leave early. I understand the want to not be there closing for an hour, but it is their job to be there helping customers during operating hours, not do everything they can to leave 2 minutes after closing. Julie told me there was nothing she could do about it but that I could call customer service to see what they could do. Again, no sympathy or accountability on their part.

I then sat on the phone for over an hour waiting to speak to a customer service representative. I still have not been able to speak to someone. Absolutely disappointing. Will not be...

Employee ID: 227525 (Erica) @11AM on 10/08/2024

Went in store at location(Buford,Ga), and had the not so pleasure of working with Erica. She did not want to do my return initially because apparently the systems are not all interconnected(online/instore) and everything needs to be completed by hand. She then told me I could take my order back to the shipper fedex and get it returned for free. I told her that’s a lot of work having my kids(2&3). She stated, “well you took them in here.” I told her taking my kids into the mall to stroll for an hour when using a double stroller, is different than taking them into a fedex.

With all that being said and the mall/boutique being absolutely dead at opening time with no customers in line waiting, I don’t understand why it would be so hard to simply help me out and complete the return without all this back and forth rebuttal about how to make her...

I've ordered from Francesca's a few times because I love their sunglasses. I usually get them delivered to my house, but I recently moved and tried to order to the boutique here. I placed the order on a Friday 7 days ago and it still has not been shipped. At this point I am not expecting the order to arrive before I leave for my trip. I called customer service to see if they could cancel the order or if I could just pick up the items at the boutique. I waited over an hour on the phone just for them to be rude to me. I understand having a high volume of orders, but I was told online it would be no more than 5 business days before my order was to be shipped out. I asked to cancel the order and she just said no and hung up. I am very...