francesca's — Local services in Contiguous United States

I generally shop online at Francesca’s so naturally I opted to have my clothing shipped here for the convenience and free shipping. What they don’t tell you is if you purchase online and use PayPal you can ONLY get store credit, no cash/debit return option. I returned part of my order upon pick up as they didn’t fit. The associate apparently didn’t know she couldn’t return to my debit card but she did and the transaction was completed no issues. But when I came to return the remainder of my online pickup as it didn’t fit as hoped, rather than returning the item and allowing me to purchase new, she placed the amount of my return to the new purchase I made and I paid the $8 difference. But again when I went home the new item was a bit too short so once again I went to return. But the store manager, Jana, wouldn’t allow it as my receipt only says “PayPal” without card numbers to return to. I explained that HER associates allowed me to make the return to my debit previously (which my PayPal draws from) but she said “sorry” with a cute little shrug. I showed her the return on my debit account but again, no luck. She only offered to return the $8 difference and would allow for an “exchange”. I asked if she would place the “exchange” on a store credit card and she said “No, but you can just come back when you have more time to shop”. I asked her where the policy was but again, cute shrug. However I did find the policy online when I was emailing corporate, I can respect that. But sad, the store manager didn’t even know where the policy was. Secondly, the policy does state the credit amount can be put on a merchandise card which cute shrugging Jana wouldn’t allow me to do. All of this said, best the store manager can reference the policy before just making up her own rules by not allowing me to just place the return onto store credit. I was able to go to another Francesca’s and complete my return...

I ordered this super cute sweater from the Champions on 1960 location and had them ship it to the Vintage Park store (this location) because it is closer to my house. I asked to talked with the manager Cierra and told her about my package that I had been waiting for since November 3rd. Cierra was very patient and got on the phone and talked to multiple people to help track my package. Long story short it turned out the sweater I ordered was sold out but the company never contacted me to let me know about my order.

I was so discouraged because I planned to wear the sweater to Virginia for Thanksgiving. Cierra could tell how sad I was so she apologized for the problem and told me to walk around the store to see if I could find something else to wear for my trip. I honestly really didn’t want to because I was so sad but then I thought to myself “Well I am here so it wouldn’t hurt to look around to see if I could find something.”

I found three items that I liked and tried on. Cierra looked pleased that I found something when I walked up to the counter. I told her that I couldn’t afford all three items because I was on a budget and then she told me that she would give me an additional discount for the inconvenience of my package. When she rang up all three items I was so stunned by the total amount she charged me and thanked her so much for helping me. I even walked around the counter and gave her a hug.

She truly gave outstanding customer service and did everything she could to make sure I was happy. Cierra really did help solve my problem and if she is reading this I want to say “Thank you so much once...

Rude customer service. Went in the store to return a few items that were ordered online for full credit. They said because it was a PayPal order I could only receive store credit, or I could pay $8 to ship the items to them. Asked to speak to a manager and they wouldn’t send a manager my way. Spoke with customer service over the phone and they sent me a prepaid shipping label to send the items back for free. The people working the desk were just following policy, but there was not need to be rude and offer no help. I was very nice and their attitude was uncalled for. Won’t shop at this specific...