France and Son — Local services in New York

I purchased a Hooker Lynn Home office chair in Spring 2023 through France & Son. Along with this purchase, I also included a Mulberry 5 year protection plan.

This Spring (

I am still waiting for the company to repair a broken console that they delivered to me in January 2025. The entire process has been a circus!

The first time they showed up to deliver the item, the shipping company's employees neglected to bring materials to carry the item up a flight of stairs - something I would think they would need to do on a regular basis as a furniture delivery service. They loaded the item back on the truck and told me that they would bring it back on their next trip back to my area.

Three weeks later, they came back with belts and straps and successfully got the item to the second floor, but as they were unpacking it, they opened the doors incorrectly and tore the hinges off of all 8 of the doors. They worked on it for an hour or so, but ended up leaving telling me that it was not repairable, and that the store would be contacting me to arrange a swap.

The company did not contact me, but I finally reached out to them. They had me take a series of photos and submit a report. Once the report was reviewed, they said that they believed that the item was repairable. They agreed to send someone to fix it when they were back in my area.

I waited another 3 weeks, only to have the same technicians show up and once again with no success coming up with a fix. At this time, the piece was getting a bit worn from all the work being done to it. There were scratched inside the doors as well as a part of the laminate that has started to come loose.

When they still insisted that it was fixable, I informed them that I would NOT be accepting the piece of damaged furniture, especially after what I had paid for it! They agreed to partially refund my money in exchange for keeping the damaged piece and allowing them to do the repair rather than sending a new piece. Although I was not thrilled with the solution, I agreed.

Since then, 2 additional technicians have come to repair the furniture. A few of the times they were scheduled, they failed to show, or would send me an email at 1 am alerting me that they would be there the next morning at 8 am. The last one installed one of the doors, but it was not flush with the edge of the unit, so the door adjacent to itis not able to close. After trying, he informed me that the piece was not fixable and that the store was going to have to swap it out for a new one.

After contacting the store numerous times asking to speak with a manager, the agent I was speaking with asked if my case had been escalated. I replied that I sure hoped it had been, after all that had happened, but was informed that it had not been. The associate asked if I would like to escalate the case. Um...YES!!!!! It's now been close to 6 months since the initial delivery, and 5 months looking at a broken, unusable console in my living room.

Since escalating the case 3 weeks ago, I have heard NOTHING. I contacted them today, July 14, alerting them that if I did not have a solution by tomorrow, that I would be hiring an attorney, since nobody at the store seems to be concerned that one of their customers received a broken piece of furniture since they already had their money.

Do yourself a favor and buy your furniture elsewhere. It's not worth the hassle, plus, I would never support a company that has so little concern for their customers. They simply do not care, or something would have been...

UPDATE 2: We told France and Son that 14 business days is unacceptable. They replied that they need time to determine if our refund request is “eligible.” Needless to say, we pushed back and threatened to dispute the charge. The refund came through the next day. Please don’t accept that it should take nearly a month to get your money back. France and Son can, and will, refund you. IF you advocate for yourself.

But if you can, save yourself the headache. Don’t order from this company in the first place.

UPDATE: We requested a refund and at first they responded by saying, "Are you sure? You will lose your place in line when the item comes back in stock." Yes, we told them, we're very sure. So then they respond that it would take 14 business days to process on their end. That's 3 weeks to submit the refund to the bank! For an item that wasn't in stock and was never sent out. At this point, they've had our money for nearly 2 months, and want to hold onto it for another month. This is a total scam. Please beware.

Original Review: Our experience with this company has been incredibly disappointing. We own 4 of their chairs and ordered 2 more in September because we were planning to host family for Thanksgiving. They were listed as in stock and we were charged for our order. A few weeks later, we received an email confirming that the chairs had shipped and were on their way. The next day, we received a message saying that they were not loaded on the truck and so would be going out on the next shipment. We were given an ETA of 10/20-10/23. For the next week, we received a total of 5 emails from their white glove delivery service trying to convince us that the chairs were incredibly heavy and that white glove service was important. We already have the chairs and used normal delivery without problem.

The real problem began last week when we received a message telling us that the chairs were no longer in stock. We replied that the chairs were in stock when ordered, we were already charged, and had already received a shipment confirmation (and been harassed by their delivery service). They responded with a few sentence message saying that we could wait until they are back in stock (did not bother to address any of the issues we raised). They also offered a vague discount on our “next order.” When we replied that we needed the chairs by Thanksgiving and asked what exactly they meant by a “discount,” we received a response that estimated availability is mid-December and the discount “depends on the item ordered.” Needless to say, we asked for a refund and they don’t need to worry about a discount because we will not be doing business with this company again.

If they knew they were not in stock when we ordered them over a month ago, the fact that they actually charged us for them is extremely unethical. Add to that the shady delivery company they work with and the awful customer service we received and I can say without hesitation that you should look elsewhere for your furniture. Especially at this...