Ordering From FNAC

[andreasy969]

Originally Posted by DMRI2006

[Show spoiler]I wondered if anyone who's ordered from FNAC could let me know what's up with this -- I placed my first order with them for 3 items, 2 were preorders. 1 of the items just shipped, the rest of the order (due out in July) has a "order to regularize" ("Your order has been suspended pending payment adjustment") tag and a field to fill out my credit card number (I paid with Paypal), though no fees or anything listed after those fields.

When I chatted with a FNAC rep, he told me to disregard it and that "the order is not awaiting regularization, it is an automatic status." That I would not be billed beyond my total etc.

Is this normal or some odd thing with their system? Many thanks in advance.

Originally Posted by witchmania

I had this happen with one of my orders recently, and was also told to ignore it by a customer service rep. Sure enough, the item with the error (which, as in your case, was a pre-order) shipped as normal, around its release date.

I've never had this before with orders that have contained pre-orders, but maybe this is just how Fnac's system works now (when you use PayPal, at least).

Same. Happened to two of my pre-oders/items as well. The chat then told me there's no problem and that it's a bug actually and I can also confirm that the first one eventually shipped just as normal as any other order by now. And I'm sure the same will happen with the second one.

I've also been told, if there is a real problem, one will receive an email.

[DMRI2006]

Thanks guys, I will rest easy then

[UnionJackMix]

I'm losing faith in fnac, more and more.
First it was pre-ordered vinyls, when my order wasn't shipped, and yet for weeks the stock was actually online as available.
Then the fact that often when you need to speak to them the contact function brings you to a LEGO FIGURES "sorry something went wrong" screen (wtaf?), and even when you get to talk to someone, it's never straightforward.
Take my last example: I received a warped vinyl, and they told me that I need to return it and then I will be reemboursed (and I had to place a replacement order myself, with a now increased price! So I did that on amazon, who do usually have a better policy, and in this case, cheaper price), BUT I could not open and/or download the return documents, so I had to open a ticket for that and two weeks later they still cannot find an answer or send me the return documents! That is crazy stupid, and I told them. What a bunch.

[McCrutchy]

So, I have made what is likely my final order with my FNAC+ card (although there is no benefit, I had over €40 in gift certificates from returns) and I am pretty impressed. I placed an order for 17 Blu-rays this morning at 8:28 am, or 2:28 pm in France, and 14 of them were in stock. The 14 Blu-rays shipped out about 7 hours later and the parcel is already in transit with DHL Express. I paid via PayPal and one of the items is Gaumont's Blu-ray of Le Diable probablement, which isn't being released until October, so hopefully, there will be no issue with paying for these items, as I have had in the past with credit card pre-orders from FNAC.

Although I have some titles in this order which are not English-friendly, I am a little concerned with a few other titles where the only confirmation of English subtitles is via online listings in France, and recently, these have been inaccurate on more than one occasion. I hope I don't have to return any items to FNAC because of this issue. Still, I have to admit that FNAC does a much better job of shipping in stock items than Amazon.fr.

It is tempting to say I will use FNAC regularly, but I dislike their policy of forcing returns, which then require chasing up for reimbursement of not inexpensive international postage costs, even if the issue is caused by an error in their listing. I have also noticed that the €10 for every €100 FNAC+ offer doesn't seem to be happening anymore. The last FNAC+ offer I did see was a week or two ago, and was something like a €15 discount on €150, a €40 discount on €400 and a €70 discount on €700, which was no good to me because I didn't have €400 to spend, let alone €700, but rather more like €340 (after shipping and the "gift card", both over €40 each, were included), which meant I would get only €15 back. There are still €5 offers on FNAC exclusives, but there aren't enough of those to justify keeping the card. The reality is that the card has actually had me buying more than I should, because of its loyalty pot feature, which forces you to wait for a discount credit to use on a future order. So in a way, I'm glad there's no discount for this order, because that means there's no incentive to order again in the near future.

[andreasy969]

Originally Posted by McCrutchy

It is tempting to say I will use FNAC regularly, but I dislike their policy of forcing returns, which then require chasing up for reimbursement of not inexpensive international postage costs

I also had to deal with my first fnac return now, but eventually it all worked out fine and as I've been advised via the chat. I also had to send the damaged item back, received the PayPal refund shortly (a few days) after they received my package and I also got confirmation re. the shipping fees reimbursement today after I sent them my IBAN (they requested it after my initial email). I'm supposed to receive the according additional 13.99 € within 7 days now and that'll be subject closed then.

Is it annoying that one has to send back damaged items and advance the international shipping fees? Yes. But as long as I get my money back incl. the expensive international shipping, I won't complain.

[McCrutchy]

Well, my 14 Blu-rays arrived yesterday and DHL held them over until today, dropping them off a little while ago. Unfortunately, I got burned on one title that ended up not including English subtitles that Amazon.fr claims it has, but happily, all the other titles I received do have English subtitles where expected.

Originally Posted by andreasy969

I also had to deal with my first fnac return now, but eventually it all worked out fine and as I've been advised via the chat. I also had to send the damaged item back, received the PayPal refund shortly (a few days) after they received my package and I also got confirmation re. the shipping fees reimbursement today after I sent them my IBAN (they requested it after my initial email). I'm supposed to receive the according additional 13.99 € within 7 days now and that'll be subject closed then.

Is it annoying that one has to send back damaged items and advance the international shipping fees? Yes. But as long as I get my money back incl. the expensive international shipping, I won't complain.

Yes, returning items is difficult for me because I don't drive (due to my disability) and in practice, it's more or less not possible to schedule a pickup of a package from my home by USPS. So, every time I do a return, I have to schedule a trip to the post office, and then pay usually something like $25-$30 for postage (and usually, packing supplies) then when I return the item, it takes 2-3 weeks to arrive, and then several more days to process a refund for the item. In the US, we use ABA routing numbers and not IBAN / SWIFT, so when I get a response from FNAC asking for my IBAN / SWIFT number, I have to respond to that effect. A few days later, I will then receive the amount back as a gift certificate.

I also have to send a copy of my receipt for the postage charges and follow up on that, since my returns have always been because FNAC incorrectly listed English subtitles for a release that ended up not having English subtitles. This is how I ended up with over €43 in gift certificate funds when I had to return the Pathé BD of Belphégor (€29,99), which was probably a conservative estimate of what it cost to return it. I believe it's happened 5-6 times, and I think I have done a return three times, skipping the others because it is such a hassle. The one I received today, for example, won't get returned because FNAC lists it correctly, without English subtitles.

[yukito]

Originally Posted by McCrutchy

Well, my 14 Blu-rays arrived yesterday and DHL held them over until today, dropping them off a little while ago. Unfortunately, I got burned on one title that ended up not including English subtitles that Amazon.fr claims it has, but happily, all the other titles I received do have English subtitles where expected.

I live really close to a FNAC, if you'd like to, I can double check some of the releases you are interested so you don't get burned next time.

[hariseldon]

Originally Posted by McCrutchy

Yes, returning items is difficult for me because I don't drive (due to my disability) and in practice, it's more or less not possible to schedule a pickup of a package from my home by USPS..

Not 100% sure what you have available for Postal delivery, home printer, etc, but
I'd strongly suggest looking at USPS online shipping or better https://www.paypal.com/signin?return...plabel/create/

You can create returns label online including all the customs forms and it;s almost always cheaper (sometimes substantially) than doing it in person. Normally the online customs in 10% of the work of doing the in-person multilayered forms. Since it's a noncommercial package, most packages to Ca,EU, or UK don't really any special codes

Create and pay for the postage online, Pack it, label the package and put it in your Post Box like any other outgoing letter or package - no worry about scheduling a special pickup. The tracking should scan just like the scan at the local PO, just starting at your residence.

[McCrutchy]

Originally Posted by yukito

I live really close to a FNAC, if you'd like to, I can double check some of the releases you are interested so you don't get burned next time.

Thank you very much, I will keep that in mind.

Originally Posted by hariseldon

Not 100% sure what you have available for Postal delivery, home printer, etc, but
I'd strongly suggest looking at USPS online shipping or better https://www.paypal.com/signin?return...plabel/create/

You can create returns label online including all the customs forms and it;s almost always cheaper (sometimes substantially) than doing it in person. Normally the online customs in 10% of the work of doing the in-person multilayered forms. Since it's a noncommercial package, most packages to Ca,EU, or UK don't really any special codes

Create and pay for the postage online, Pack it, label the package and put it in your Post Box like any other outgoing letter or package - no worry about scheduling a special pickup. The tracking should scan just like the scan at the local PO, just starting at your residence.

Thanks, writing forms out by hand is tough for me, so I have tried the USPS version before, but the PayPal / ShipStation version is new to me, so I will look into that one. One of the difficulties has been getting the weight of the package, so perhaps I will invest in a scale.

Unfortunately, mailing is also tricky because I have a mounted mailbox with a slot that only takes mail in, and where I live has zero consistency with USPS as to who delivers the mail and at what time, so that is why it actually ends up being easier to get driven to the post office and mail it myself.

[hariseldon]

The USPS and PP sites are pretty similar though sometimes the prices can be significantly lower on the PP site since I think they use Commercial Shipping rates instead of Personal rates. It also allows doing MM and 1st mail online instead of just Priority. I haven't done any recently, but a couple packages to UK and AUS have ended up 15-25% cheaper via the Paypal site. They updated the service last summer and though the original was a bit easier, but both were much more convenient/less confusing than the USPS site (still requires a bit of work to get the hang of it).


If you've not done so, I'd suggest having a chat with your main/most common carrier or Local Postmaster and see if they have any suggestions. Many of the Postal folks I knew would flag certain addresses for extra help so even if they weren't on that route the substitute might know to help out if needed -- some elderly folks who might have mobility or memory issues, a couple families with special needs kids who couldn't make it to the box or PO easily, some wheelchair limited addresses. Something as simple as a note in the mailbox might be all that's needed (just like you'd do for an outgoing letter) about a package that needs pickup and they'd come to the door just like dropping off a package or getting a signature. If it's an occasional thing and not too far away from the delivery box, many of the folks I've known were happy to help -- a few advantages to smaller towns where the Postal workers, Walmart employees, Bankers, ER Nurses, Doctors all go to the same churches or Movie theaters or local High School football games

[McCrutchy]

Originally Posted by hariseldon

[Show spoiler]The USPS and PP sites are pretty similar though sometimes the prices can be significantly lower on the PP site since I think they use Commercial Shipping rates instead of Personal rates. It also allows doing MM and 1st mail online instead of just Priority. I haven't done any recently, but a couple packages to UK and AUS have ended up 15-25% cheaper via the Paypal site. They updated the service last summer I think and I think the original was a bit easier, but both were much more convenient/less confusing than the USPS site (still requires a bit of work to get the hang of it).


If you've not done so, I'd suggest having a chat with your main/most common carrier or Local Postmaster and see if they have any suggestions. Many of the Postal folks I knew would flag certain addresses for extra help so even if they weren't on that route the substitute might know to help out if needed -- some elderly folks who might have mobility or memory issues, a couple families with special needs kids who couldn't make it to the box or PO easily, some wheelchair limited addresses. Something as simple as a note in the mailbox might be all that's needed (just like you'd do for an outgoing letter) about a package that needs pickup and they'd come to the door just like dropping off a package or getting a signature. If it's an occasional thing and not too far away from the delivery box, many of the folks I've known were happy to help -- a few advantages to smaller towns where the Postal workers, Walmart employees, Bankers, ER Nurses, Doctors all go to the same churches or Movie theaters or local High School football games

Thanks, I'll look into all this.

[andreasy969]

Originally Posted by andreasy969

[Show spoiler]I also had to deal with my first fnac return now, but eventually it all worked out fine and as I've been advised via the chat. I also had to send the damaged item back, received the PayPal refund shortly (a few days) after they received my package and

I also got confirmation re. the shipping fees reimbursement today after I sent them my IBAN (they requested it after my initial email). I'm supposed to receive the according additional 13.99 € within 7 days now and that'll be subject closed then.

Just for the record... Just checked my bank account and the 13.99 € are there as well now, so can't complain.

[SpaceSimian]

To any Paris-based FNAC-shopping readers / Paris-bound travellers from UK– just putting this out there to see if there is a chance of enlisting someone's potential help with trying to get hold of a release located there.
Just had a FNAC email update on an online order placed last week saying that the item is now not available/ ’pas disponible’. There is one copy listed online as ‘on the shelf/ en rayon’ in the Paris Montparnasse outlet but there is no way of accessing that for an online order apparently, nor is it possible to get it sent to another FNAC store for collection or a French mailing address.
Unfortunately, I won't be going to belle Paris anytime soon from the UK so this was just checking if there was a way of working something out with any Paris-based or Paris-bound BD.com'ers who are going to that FNAC store anyway – obviously all would be paid for/reimbursed but could also possibly instead of that do a nice trade for a pair of sealed boutique label blu ray titles – including some OOP /Out Of Print ones - from a selection I am looking to part with if that helped to make it worthwhile and was of interest to anyone able to help out on this - merci beaucoup.

[motioninreverse]

Very interested in this Gaspar Noé box set, but can’t really tell if there will be English subtitles from their website. Can anyone weigh in?

[RossyG]

Originally Posted by motioninreverse

Very interested in this Gaspar Noé box set, but can’t really tell if there will be English subtitles from their website. Can anyone weigh in?

None according to this site.

https://www.dvdfr.com/dvd/f170591-ga...ax-vortex.html

[UnionJackMix]

Man is fnac a painful website! Every time one needs support, it's not easy to find out how, and now I know why: the chat feature often does not show, I don't know if it's a technical issue, certainly not me or the browser, as i tried at work on Edge and Firefox, and both on my personal phone. Only once today did it pop-up. My order of one vinyl record and once cd (in jewel case) they put both in the same flat record mailer without separating them so my vinyl sleeve has multiple rectangular indentations from the jewel case on the vinyl sleeve. I really don't understand how one can be so reckless.
Took me whole morning to manage to chat to someone, and they insist on me shipping this back and they will then reembourse me, plus shipping. But I now found out it costs 5 euros more to ship this back than the price alone, and I want to tell them before I do, but of course the chat doens't work. Arggggg. I am fed up with this, I will have to start using amazon even if it costs a couple of Euros more.

[McCrutchy]

Originally Posted by UnionJackMix

Man is fnac a painful website! Every time one needs support, it's not easy to find out how, and now I know why: the chat feature often does not show, I don't know if it's a technical issue, certainly not me or the browser, as i tried at work on Edge and Firefox, and both on my personal phone. Only once today did it pop-up. My order of one vinyl record and once cd (in jewel case) they put both in the same flat record mailer without separating them so my vinyl sleeve has multiple rectangular indentations from the jewel case on the vinyl sleeve. I really don't understand how one can be so reckless.
Took me whole morning to manage to chat to someone, and they insist on me shipping this back and they will then reembourse me, plus shipping. But I now found out it costs 5 euros more to ship this back than the price alone, and I want to tell them before I do, but of course the chat doens't work. Arggggg. I am fed up with this, I will have to start using amazon even if it costs a couple of Euros more.

I have exactly the same issues and in my experience, once you do get the chat to work again (you might try clearing your cache or cookies) they will refuse to refund or replace without receiving the return first. I was just refunded for the item cost of a Blu-ray they said had English subtitles (but actually didn't) and now am chasing their after sales e-mail department up for reimbursement of shipping fees, which has seen me keep my receipt to photograph and e-mail to them. Like you, it cost over US $17 to ship the disc back, which is more than the disc cost in the first place.

[UnionJackMix]

Originally Posted by McCrutchy

I have exactly the same issues and in my experience, once you do get the chat to work again (you might try clearing your cache or cookies) they will refuse to refund or replace without receiving the return first. I was just refunded for the item cost of a Blu-ray they said had English subtitles (but actually didn't) and now am chasing their after sales e-mail department up for reimbursement of shipping fees, which has seen me keep my receipt to photograph and e-mail to them. Like you, it cost over US $17 to ship the disc back, which is more than the disc cost in the first place.

I'll report back. I shipped it off yesterday and I was told to email SAV at fnac.com the receipt for the refund, which I will soon.

[McCrutchy]

Originally Posted by UnionJackMix

I'll report back. I shipped it off yesterday and I was told to email SAV at fnac.com the receipt for the refund, which I will soon.

I e-mailed my receipt six days ago with no response as of yet. I will also report back with any updates.

[McCrutchy]

Originally Posted by UnionJackMix

I'll report back. I shipped it off yesterday and I was told to email SAV at fnac.com the receipt for the refund, which I will soon.

Originally Posted by McCrutchy

I e-mailed my receipt six days ago with no response as of yet. I will also report back with any updates.

I have just had an e-mail letting me know they have credited €15,50 on my account as a gift card.