Fnac Suisse Reviews 

Very disappointing customer service experience with Fnac Switzerland.

I placed order EMXQQXWW235LY on June 30, 2026 for two books that were advertised as available with delivery to the Fnac Lausanne store expected between July 1 and July 2, 2026. The total amount of CHF 31.90 was charged and paid immediately.

Since July 1, the order has been shown as “shipped”, but more than a week later I still have no concrete information about when it will actually be available in store.

On July 7, I called customer service. I was told that an internal investigation would be opened, but that I should not expect an answer for at least another week. I was also told that a possible reshipment would take about another week.

I then sent a written complaint asking for a clear explanation, a reliable delivery date, or an immediate refund. More than 24 hours later, I have received absolutely no reply.

This is not acceptable. A logistical issue can happen, but the customer should not be left alone with no information, no solution, and no refund after paying for items that were advertised with a short delivery time.

It is also ironic that Fnac’s confirmation email promotes the message “happy or refunded”. At this stage, I am neither happy nor refunded.

I expect Fnac Switzerland to provide either a reliable delivery date or an immediate refund.

I ordered a pair of airpods and im still waiting since two weeks. Planzer did not deliver and its impossible to contact. Called Fnac, someone was suppose to contact me in English. I’m still waiting until this day. It was my very last time that i bought from them. Worst customer service and delivery in the face of planet earth. It’s hard to understand how can this happen in Switzerland.

Got ripped off again. Placed an order DRH3OJRJGQDJ4, never received it, got charged, but not reimbursed. People in the store were nice, but online people are terrible.

40 days after ordering, I still have not received my TCL TV. I was promised a refund one week ago, but nothing has happened yet.

Customer support never calls back. Even when selecting German or English support, the agents either do not speak those languages or pretend not to. It is unacceptable for customer support in Switzerland to operate only in French.

Very disappointing experience.

One of the most unhelpful networks I have ever seen - I have paid 400 CHF to have my TV delivered and installed and the installation was done in a way that now I cannot even unplug the TV. And the manager told me that everything is Ok and if I want to unplug it, I need to pay once again for the installation. No wonder the shop has 1 star. FNAC, Rive

I have purchased an item at Fnac and an assistance insured that I purchase an insurance along with the item with their company assuring me that the coverage is worldwide. I had an accident recently where I had dropped an item and it stopped working. As I was in another country at the moment and needed this to be repaired quickly I referred to first reliable and available company for repair. When I wrote to the company for reimbursement they refused saying that I was supposed to contact them for repair. It took them more that a week to reply to my inquiry just to tell me that they will not cover it.. I have ended paying for insurance that was completely useless…

Sorry, but the delivery service is your (fnac) responsibility this days. I paid 20chf extra for a delivery in the evening, that was not met.

Beside the point that most of their worker are absolutely unkind or helpful. To try to use their website is absolutely exhausting.
As someone who buy ALOT online,this website is just a maze of misery and you are just not capable to buy without it crashing on you.

Ho,and let's not forget that although they have a shop in Biel,which is a dual language city,they didn't bother to have anything in German,not even an option in the website to change.

Stay away.

The website blatantly lies about when the order would be fulfilled. When ordering the order page said it would take less than 5 days to deliver. It's been more than a week and the status is still "preparation". I wrote them an email and I got no response. Terrible experience and terrible customer service.

Don't purchase the Insurance for the phone as it's mostly as scam. They are hidden fées and they will try to discourage you via their horribly long process (i've been for a whole month without a phone, and the Insurance I took normaly covers the damages). Let's hope the same thing that happened in the US happens to them

I placed an order two weeks ago, and the money was taken immediately. At the time of purchase, the website clearly stated delivery within 3–5 days. It's now been more than double that time, and I still haven’t received any update whatsoever.

I’ve contacted customer service multiple times, and every single time I’m told, “next week.” It’s the same generic response over and over again with zero transparency or accountability. No tracking number, no delay explanation, nothing.

This is completely unacceptable. If you value your time, your money, and basic communication, I strongly recommend looking elsewhere.

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J’ai passé une commande il y a deux semaines, et l’argent a été débité immédiatement. Au moment de l’achat, le site indiquait clairement une livraison sous 3 à 5 jours. Cela fait maintenant plus du double de ce délai, et je n’ai reçu aucune mise à jour.

J’ai contacté le service client à plusieurs reprises, et à chaque fois, on me dit simplement : « la semaine prochaine ». Toujours la même réponse automatique, sans aucune transparence ni responsabilité. Aucun numéro de suivi, aucune explication sur le retard, rien.

C’est tout simplement inacceptable. Si vous tenez à votre temps, votre argent, et un minimum de communication, je vous conseille vivement de commander ailleurs.

I ordered a juicer on the de.fnac.ch site. My order was accepted and paid for. The next day my order was cancelled by FNAC and the reason given after multiple attempts to contact them was that they had made a pricing error on their online shop! According to EU customer protection a sale is legitimate when the purchase agreement is made at the agreed price, which in this case it was.

Further:
1) no email customer contact address or method to contact FNAC. I eventually contacted their belgian customer email.
2) on trying to call their customer contact number, agent could only speak french (not english, italian or german - only french)
3) they made an error on their website, I purchased & FNAC cancelled as they did not want to honor a sale made when they had made the error.

All in all, FNAC is a con, unprofessional & service and follow-up non existant.

I recently bought a wet and dry vacuum cleaner from Fnac. The price was very competitive, and the delivery was fast. However, I accidentally ordered it twice, so when the second delivery arrived, I sent it back and contacted them to request a refund.

My past experiences with online shops (like Galaxus and Amazon) have been terrible—endless chatbots, struggling to reach a real person, and long delays in responses. But with Fnac, everything was resolved in just one day!

I called them, and while the first operator didn’t speak English, she promptly arranged for a colleague to call me back. Within 20 minutes, another agent called—she was professional, helpful, and assured me she’d follow up on the issue. Just two hours later, she called back to confirm the refund had been processed! Unbelievable! I was so impressed by their efficiency. Kudos to Fnac!

My only suggestion? Please add an English version of your website! There are many expats in Switzerland who would appreciate it.

Unreliable, randomly accepts and cancels orders, annoying spam emails

worst experience ever. I ordered an item for over CHF900.- I have no heard back and it has been 10 DAYS! I called them multiple times and the customer service tells me to send an email. I have sent 5 emails but NO RESPONSE. my money is gone but I have no received the product… also, no one in the customer service speaks German or even English but their website is in German, how is that possible??

I don‘t know what to do… just waiting for an update.

DO NOT ORDER FROM THEM

I suspect their is a staff who is a thief at the counter of Manor store near Cornavin, FNAC store at 4tj floor. So this what happened. I purchased an ear bud , they gave me an empty box after deducting from my card. I asked them what can we do? They said what I wanted is out of stock and so I had to purchase another earbud which is more expensive. I added 10 more francs and bought another one. Suprising, after arriving home, the extra buds that come with it (the entire box is missing) ???? - I am reporting them tomorrow to the management and if nothing is done , it will be a big shame. I never thought we have thieves in Switzerland? Oh no

The worst shop ever..really bad client service, bad comunicación,
Never again I'll come again..

Die ordered DVD should have been delivered within a few days. At least this was the claim when I placed the order. After several weeks the order was cancelled because the DVD was out of stock. At least the amount paid was reimbursed automatically.

Not sure where do all the negative comments come from. I’m already the second customer and the order experience was very positive. Product arrived as planned without any issues and surprises. I was able to check my status via FNAC account and later using Swiss Post. I can only recommend this store. Price was very competitive, I’m very happy with my purchase.

FNAC is fighting the same problem as the other electronics store - it's great to touch and see the articles, but then one goes home and orders them online for less...
FNAC has a membership that costs to receive a discount that still cannot beat the full online stores.
FNAC can put out great offers for weeks but the articles are not available, but you can order them over and over and a week later the order is cancelled.
So I admit I am the reason why I these stores cannot survive ...