Fnac Belgium Reviews 

I order 4 Bongo vouchers for my son’s birthday on June 14. I received an order confirmation and that was it.
A week later, I decided to email Fnac to enquire about my order. The email bounced.
I then phoned and spent 12 minutes waiting only to be told I had to email them!
I then received a reply that they don’t deliver Bongo vouchers anymore and they will reimburse me within 5 working days.
At no point was there any communication or was my order cancelled. If I hadn’t contacted them, they would have gladly kept my money. Never again!
Op 14 juni bestel ik bij Fnac 4 Bongo bonnen. Een verjaardagscadeau voor mijn zoon die op 25 juni verjaart.
Ik krijg een bestelbevestiging maar verder niks.
Ik contacteer Fnac via e-mail maar het emailadres werkt niet. Ik bel Fnac en wordt verzocht een ander adres te e-mailen.
Ik krijg antwoord van Fnac dat mijn geld zal teruggestort worden (binnen 5 werkdagen!) want Fnac levert die niet meer!
We zijn 10 dagen verder. Op geen enkel moment nam Fnac contact op om mij te informeren dat de bestelling geannuleerd werd noch werd een poging ondernomen mij terug te betalen. Nooit meer

My expérience with this company is the worst. Problems with the delivery of the parcel (instead of 3 days - 2 weeks). Lack of feedback from the company and indifference from the employees.

I bought online from FNAC.be an electric scooter, it was DEAD ON ARRIVAL.

I asked the support to replace it, they told me i can only repair it. This was false.

bought this scooter ELUA2ECWHM6UA online the 18th of March.

I picked it up on thursday the 19th of March.

I took it out the box, follow the instructions to set it up, plug it in to charge. No charge.

I spent 2-3 hours trying to get it to work. Nothing helped. I have not ridden this scooter at all.

Saturday the 20th I contact your support via chat, they tell me i can only get it repaired. That was false.

They told me i do not have to bring the box/charger. That was false.

They tell me to bring scooter to shop without box, I do. First thing people in shop ask me for is the box/charger which I your support told me not to.

The people at the store told me i could also have returned it and no need for a repair but since i was told not to bring the box by your support i asked to repair it since i did not have the box with me based on the advice from your support.

It got sent to repair.

2 weeks later, yesterday i get message it is repaired. No note about what was wrong just that it was "repaired".

Repair number: 64774152

Today I pick it up, go home, i am able to turn it on.

I plug it in to charge and guess what the original problem i sent it for is still present. It simply does not charge.

I email support AGAIN saying I want my money back, they simply sent a template telling me to repair this AGAIN. It has not worked OUT OF THE BOX, it was DEAD ON ARRIVAL.

Absolute worst experience I have had with support from a supposed company in Europe.

Cancelled my order due to no stock. However this is not a valid reason to cancel an order. Stock can always be replenished. Furthermore, the webshop still allows to buy the article at a higher price.

Very poor customer service.

The delivery company falsely claimed my address was incorrect, and I was later told the item was out of stock. Instead of contacting me, they refunded the order without my agreement, even though it was a birthday gift.

No accountability from management( Maeva).I would not recommend this company.

My dad did buy a playstation gift card (25 euro) for my birthday , tried to use it 4 months later and it doesn't even work it seems like they didn't even activate it I am extremely disappointed since I did. Get it for my birthday and it doesn't even work

I bought a comic book I thought I didn’t have but apparently I did so the next week I went to return it. Instead of just giving me my money back the lady gave me a gift card worth of 11 euros when I had payed 13 euros for the comic book. Also I said thank you because I thought I was done but then she lowkey silently mocked me for saying thank you by saying “thank you” back and told me that I had to sign something. After returning the book I went back in to buy a comic book I actually didn’t have. I went to the cashier and this time it was a different woman. Not a single hello nor a smile anything. I asked if I can use my gift card for it and she didn’t even talk and pointed to give her the gift card. Am I overthinking or are they just rude. Not every cashier was like this because I ve been there several times but they genuinely pmo sometimes like just smile you ain’t saving the world by scanning the books.

TL;DR: After three months of trying to get them to repair a faulty phone that is still within warranty and being given constant contradicting information and runarounds from the customer service, I just don't have it in me anymore to fight for the repair.

Full story:
- 06/06/24: Bought a new Samsung Galaxy S23 phone from FNAC Marketplace (big mistake, don't do this).
- The phone started to have problems within a year; two of the side buttons malfunctioned constantly, and the phone freezes sometimes.
- 04/11/25: Went to FNAC Ghent to have it repaired since it's still within warranty. They said it's not their responsibility because we bought it from a third party on FNAC Marketplace. When I got home, I found out the sellers account on marketplace is gone and the shop's name ("Look and Feel") doesn't exist anywhere on the internet. At this point I think it was probably a refurbished phone disguised as a new one, and I was probably scammed.
- 05/11/25: Contacted FNAC on Facebook to let them know about this. The employee said since the seller is gone, they can repair it for us and reimburse the cost after we take it to an "erkende reparatieservice". I asked which ones are those? They said to e-mail webshop[at]be.fnac.com for the information. I emailed the webshop.
- 26/11/25: The webshop finally replied, and asked for video proof of the phone's defects. I sent this.
- 08/12/25: Got a reply again that we can take it for repair at a FNAC branch, and they will reimburse the cost.
- 02/01/26: Brought it to FNAC Gent to get it repaired. The customer service employee said we should have gotten a ticket number in the e-mail, but after some back and forth they accepted it for repair.
- 03/01/26: Got a call that we have to pay for the repair cost because we have no proof we didn't cause the defect (e.g., from dropping the phone). After an hour of reading up on customer rights and repair laws, we called back and said NO, THEY'RE the ones who have to prove that we caused the defect! The employee relented and canceled the cost.
- 13/01/26: Our phone finished the "repair." They actually just returned us the phone without doing anything because they didn't find anything wrong with it. I pressed the side button and it still doesn't work. I screamed into the abyss.

It is just so horrible that they made it as difficult as possible for me to get this phone repaired, even though it is their responsibility. At every turn we were given the "sorry, we can't do anything" spiel, until we informed ourselves that actually, they can and are legally obligated to do something. Only then do they relent. And after all that, they STILL didn't repair it! It also frustrates me that the FNAC Marketplace is advertised as having only "Certified partner sellers" when this is evidently not true.

PLEASE realize that you can't treat your customers like this, because even the most loyal ones will never step foot into your store again after what you've pulled. I really liked shopping at the FNAC before, I always bought my books, stationery, and other electronics there. I feel like I've really tried to be patient with this, but I have to admit I just started crying when I got back my phone UNREPAIRED because I just feel so screwed over and so powerless. People around me are saying I should try again, but I am giving up. I went to an independent repair shop, who immediately noticed that the buttons don't work properly and said it would cost 100 euros to fix it. So congratulations, you win, keep your 100 euros.

The website is not perfectly managed. Some bugs and not really customer friendly. Prices are fine and delivery OK. Thanks.

Bought a Devialet Mania speaker at FNAC. There was a decent 'member' discount on it so I thought I made a good deal....
Untill I opened it... completelly dead speaker, nothing worked, even after days of charging to bring it back alive. Never worked. Can happen but when I brought it back to the FNAC store they stated yes, older model (already > 2 yrs in the warehouse) we can give you a voucher or bring it in as repair (repair of what they state a used product) I feel completelly tricked, they try to get rid of old, useless products only with their members, no refund possible, only vouchers. Bad service, bad attitude to their 'members' - never buy these discounted products

They did not deliver my complete order... I had contacted them the 6th of December in the morning.. Today 23rd of December, there is still no solution, no answer from Fnac...
They always promise they will call back in an hour, tomorrow, they will call you back when it's done... They won't! I've never seen such incompentence.

Worst of all, they are well aware that we need this for heating our home with an 8 year old child. But that does not speed up things there...

They basically force us to buy it elsewhere, because they won't fix their issues, but will take your full amount of money...
They rather spend hours on the phone with me, waste everyones time and money to not provide a solution.

Worst customer support experience I EVER had!

=== Edit ===

To respond to the fnac employee responding... I have, starting from the 6th of december...
I emailed them again yesterday, to officially do the "ingebrekestelling" procedure... I'm tired of constantly contacting you guys, I'm done, now it gets fixed by the deadline i put forth (27th) or I put down an official complaint with the "consumentenbond". I'm not communicating again until a solution is presented.

I’ve ordered a scooter from inmotion (s1f model) they’ve sent me the wrong model and they had to pick it back up after hours and hours of useless calls with the call centre and so many fake promises were made and never fulfilled, waited weeks for them to tell me that the model i originally ordered was never available and was a mistake from the website, and now after 3/4 weeks i get my money back. The biggest shit show i have ever had to order something, not one single useful worker from the call centres to the people sending me the mails. DREADFUL

I ordered a book and it showed delivery in 2 days, it's been 10 days and did not get it till now. Iam attending the classes without the book. It is not easy .
There is no updates in delivery status, nor the response from the customer service.

Honestly if I could give this store less then 1 star I would.This was my first time visiting the store, and I had found they sell an author which is very difficult to find, so I was happy that they had that author for sale. Unfortunately when I wanted to read the book 1 week later I discovered that it was damaged in print, I did write to the store saying I dont live in Belgium and returning back to get my money back for the book would cost me more then the book itself, but they didnt bother to help me at all (so now I have to keep this damaged book). This was my first and my last visit to that store, and its a shame, because I really thought I had found a nice bookstore.

until now im waiting For call and refund.. but is nothing..i already give the dossier number 64702172

not client friendly at all : I wanted to buy a book with a professional invoice. In my city (Kortrijk) there is no Fnac. I ordered the book and had it sent to the shop in Ghent as I read that you only get a professsional invoice at the shop. They said they could not give me one, as the book did not come from their shop. I decided to return the book, but this was on my expenses. The only way to get a professional invoice was to travel to Brussels (+ 100 km) to get what I wanted.

I had an order that didnt deliver for like 3 weeks and it didnt even say it started the delivery etc so i cancelled and reordered but it hasnt arrived. i have waited for almost a month and no progress whatsoever

Very disappointing experience. I ordered a gift and never received any confirmation that the item had arrived at the store. I even went there myself, but the staff refused to look for it. Now, almost a month later, someone finally replied saying the item has been at the store since two days after I placed the order. It’s really frustrating, and I’m now trying to get a refund.

They either lack honesty, or lack competence.

- I order an item. Supposed to be delivered 3 days ago.
- The site still displays the completely outdated expected delivery date. But it seems to be lost in transit?
- And now, somehow their website even claims that it is in stock?

This is ridiculous, how can this be both "IN STOCK" and still not delivered to the store at the same time?

The worst thing is that instead of being liars, they could just have written "delivery time is 10 days" and it would have been completely fine.

Or even an updated ETA would be acceptable (surely they have some tracability in their supply chain, and know were their items are?).

But they lie on their ability to deliver, so here we are. I suspect their score would be higher if they were just simply honest.

How hard is it really, to be a honest company?

edit 1: still not delivered, approaching a week late, no response from support, no update on the website, no update by mail.

edit 2: 1 week late, still not arrived. Even worst, on their website it says that the very item I ordered is AVAILABLE FOR SALE AT THE STORE.

edit 3: They offered me to cancel my order so that I can go purchase it at the store (where the order was supposed to arrive anyways!). Obviously I refused to pay them a second time. I'm basically lending them money for free. Imagine the crazy hoops we have to go through to compensate for their lackluster systems...

Most unprofessional and inflexible service desk I had the pleasure of contacting. Spoken with maybe 5 different employees, had to be put on hold each time so they speak with their supervisor, had to call again after a certain hour once a specific colleague was there to handle my case all in the span of two weeks. Was transmitted false direction, I have wasted my time testing suppositions from them going from the web shop to a physical store and being refused when I tried to speak with a manager . Stay away from the online shop, if you need try to buy from the physical stores