On Oct 27, we bought Katy a new mobile phone from FNAC (Google pixel 7). The phone was listed as a destocking offer and was 50% off. We bought it, paid by credit card, got an order confirmation and waited for it to be dispatched. We got a notice from the Poste that the package was on its way and scheduled to be delivered on Nov 2.
On Nov 2, I check the Poste tracking website and see that the phone was delivered. I let Katy know, as she was out working, and when she comes back home, no phone. I check the Poste website again and see that it’s been delivered, but to the wrong address. I try and call FNAC but the Swiss service center is closed for the day and I have to wait until the following morning to call. A shit night is had by all.
The next morning, I call FNAC and get a nasty surprise. They “realized” that the phone price was a “technical error” on the website and arranged with the Poste to intercept the delivery. The phone support people can give me a refund, but I need to take it up with the reclamation department to “see” if anything else can be possible. The phone support can’t do anything but follow the script, and the reclamation people are only reachable by email. At every occasion, I inform them that I don’t want a refund, but instead want the phone at the price I purchased it.
Then I get an email saying they issued a refund.
According to Swiss e-commerce laws, once an offer has been made and accepted, once payment has been taken, then the transaction is valid and should be honored unless it’s a clearly recognizable error. Putting a phone on a destocking rebate when the newer model has just been released does NOT fall under this category.
However, FNAC, in their fuckery, have a clause in their general T&Cs that gives them carte blanche to freely cancel any order taken online. This cancellation gives you no recourse other than a reimbursement of the purchase price. I found this out while reading the T&Cs, which is something NO ONE does. So fuck you, come again.
What pisses me off the most is that they had a solid week to inform us that they’d cancelled the order, but didn’t. We had to find out the hard, stressful, painful way of calling customer service, thinking that the order had been misdelivered, when instead it had been re-routed to their main Swiss HQ. I did not need all the stress and aggro this caused.
So, in conclusion, FUCK YOU FNAC, I will actively never purchase anything from you again and ask everyone I know from doing the same.
