First of all, I love Francesca's. I live in Destin and their selections are always so stylish, affordable, and the service is excellent.
I found a decorative angel wing I loved in the Destin store and they told me there was a smaller set of 2 wings floating around at another location somewhere in Florida for a cheaper price that I might be interested in (which I was). They told me they would call around to see if they could locate them. Within two minutes they called me with the location (Boca Raton) and phone number to place the order at my convenience. The order was painless and efficient. What impressed me was their customer service.
When the wings arrived two days later they were broken (the box looked like it had been thrown into the corner of my porch, upside down and bent when I got home). I gave them a ring and they were very pleasant and extremely apologetic. They told me that if I returned the wings to the Destin store, they would issue me a gift card to order another set and waive the shipping cost so makeup for the cost difference. Again, they were very prompt, apologetic, and helpful (even though it wasn't their fault).
The wings came a second time (again within two days during the holiday season), and this time "fragile" had been written in huge red letters, and a different delivery service had been used. When I opened it, a personalized letter of apology and gratitude for being a loyal customer was lying on top of the wings.
In today's day and age, it's so hard to find a company that actually deals with people on a personal level and try and HELP. Before I called the sweet girls to inform them of the broken wings, I was preparing for the worst and trying to think of proof (pictures, receipt, etc.) that I might have to provide. They immediately took responsibility (even though I don't consider the blame to be on them, but rather the delivery company), and did everything they could to make it right. It was so nice to work with both the Boca Raton and Destin stores. They both communicated with me and each other so efficiently and made me feel like I was of priority. THANK YOU! read more