Grand Frank Reviews 

I'm still wearing my Toulouse shirt after 4 years, love the brand, can't wait for a new collection, it's been a while!

Don’t order here. This company provides the poorest customer experience I have witnessed in years.

I ordered two items of which one was way larger than an average item in this size. Thus, I decided to return it.

The return & refund process is something that they don’t want you to use at all and if you dare to do so, you’ll be punished.

My issues with the process:
- First, they charge you 10 euros when requesting a return. I have never seen any online shop which charges you when you request a return label. I actually think it’s fair to charge customers if they decide to return items but 10 euros is a lot, folks.
- That said, the provided QR code for the return label didn’t even work! I went to three different DHL service providers and nobody of them could scan the QR code. I needed to print the label myself in the end. Seems a bug in how they generate the QR codes and should definitely be checked or simply not offered.
- Further, it has been a month since the DHL tracking indicates the arrival of the returned item and I still have yet to receive my refund!
- Lastly, I have contacted their support team twice, but haven’t heard back from anybody.

To conclude, at the moment, I have a double loss: the fee for a return label and the full price of the item. I don’t see that changing anytime soon, and I don’t see myself ordering here again. Neither should you.

On the 25th of august i placed an order for Grand Franks' Lazio suede jacket for £220. Knowing this was coming from abroad, i understood this would of taken a while to arrive, but i did expect to receive an update once the product was out for delivery.

By about 2 weeks after the purchase, i had no update so I reached out to the support team where Stina was swift in responding, but unfortunately this was the email

"Hi Albert,
Unfortunately, the product is out of stock. This can sometimes happen when there are only a few items left in stock and multiple people add it to their cart at the same time. We sincerely apologize that this has affected you today. I have made a refund for you!
Would you like to look at another similar product in a different color or style? If you find something suitable, we can offer you a discount code that gives you 20% off.
Let me know!😀
Stina"

Being in the ecommerce industry and working with shopify stores myself, i know that it is possible for multiple users to add a product to the cart when stock is low, but it is impossible to complete a checkout if the product has been sold out.

However, if the inventory figures were wrongfully reported to shopify which is understandable then i should of received an email from the customer support team outlining the situation, not me needing to chase up with then a couple weeks after to understand what was going on.

In the email from Stina, she offered a 20% coupon for the trouble, so i revisited the site to see if there would have been anything else i would have liked to purchase, only to find that the jacket i originally bought was still listed as 'in stock' but for £309 instead of the £220 i had paid a couple weeks ago.

If the company decided that due to high demand, they were to increase the price of the product to customers, then that is something i stand with. But unfulfilling past customers orders, because they know they can get more for the product from future customers is unprofessional and out of order in my eyes, which seems to be the situation here.

The reason why I have given the star rating of 3 as suppose to 1 is due to the fact that Stina was swift in responding to my emails and had no hesitation if giving me a refund just a few days after i requested it. But it is unfortunate for the unprofessionalism of the company in the luxury space.

Ordered an Polo. Quality itself, very beautiful. Unfortunately it was already damaged when it came in. Send an email to customer service. This was a month ago. Still no reply on that. Last time for me.

*EDIT
Received an immediate response from Sebastian, the CEO. They're sending a new Polo and, as a gesture for the inconvenience, an extra T-shirt. What an fantastic service!

By the way, the quality is outstanding! Extremely pleased with the Polo and I'm really happy that they send a new one!

I have not received my order I placed a month ago. I have contacted them multiple times without any respons.

I ordered 3 weeks ago and still haven’t received anything. I asked to cancel my order and get my money back but they do not respond. I’ve mailed them 5 times already but they ignore me. It’s a scam. DO NOT BUY!!!!

I placed a big order 9 days ago and haven't received anything yet. I emailed them 4 days ago and didn't got any response. I DM'ed them on Instagram, I reacted below a photo in desperately hope they will answer me. But haven't heard anything yet. I am more and more worried this is a scam.

Dont order anything.

I ordered a pair of chinos the 21th april. I got an confirmation, but i havent seen or heard anything since.

I have writin to their contact e-mail twice, but no respond..

Fantastic customer service! Truly amazed, by the help I got. Thanks Grand Frank!

Great quality, style and service! There is truly no webshop like Grand Frank, been following them since the beginning and they stay true to themself!
Keep it going guys!

Terrible customer service. Stear away!

I have made multiple purchases from Grand Frank and I’ve been nothing but impressed with their quality and craftsmanship. From their watches to their jackets to their shirts, the quality and fit are second to none.
You’re guaranteed to get a few compliments whenever you’re wearing a piece from GF.

Ordered a suede Marloes jacket in cognac. Ended up getting a medium suede Marloes jacket in black flower. My invoice said I ordered a dark green one and that was crossed out and replaced with black. My order confirmation never arrived from Grand Frank so I contacted them and they sent it to me directly. Once I finally got the order confirmation it said Marloes Suede Jacket Cognac M yet that is not what I received. I need to return this jacket but I have heard nothing from Grand Frank. It looks like their payment system has had a massive glitch because even the below reviewer had the same issue. This is a major issue and I really need to be refunded the full item amount. I am worried about returning it because the jacket is super thin suede and I am worried about it creasing. I can't believe a company like Grand Frank could stuff up so badly

I bought 2 short sleeve polos but got long sleeve polos in my package. Their customer support fixed the problem for me fast, I got the correct items and sent the wrong ones back. The clothes are nice quality, pleasant to the touch and fit me well. I am happy with my purchase, the only negative being I got one of the products wrong to start with.

I returned a short sleeve polo in July 2021. The package containing the polo was received by Grand Frank on 30 July according to the FedEx tracking site. I am still waiting for my refund. I sent Grand Frank three e mails but got no response. Worst customer service experience ever.

The Toulouse shirt is just brilliant. Love it!

This was my first time buying something from Grand Frank to my boyfriend, but not the last one for sure. Great service and even better quality. My expectations were fully met.

Waited so long for the suedes to be available on the website! Finally got my hands on one! Super satisfied with the quality and the fit, my gf loves it too! Thank you!

Warning, don't order anything. A jacket was sent to me wrinkled in a small sack full of lint. I returned the jacket. Now it is claimed that it is damaged, full of lint and wrinkled and therefore I will not get my € 246 back. This company is a joke. Under no circumstances order anything or make a live video while unpacking and document everything.

EDIT:
You are still lying and have no understanding. Hence the warning to everyone. This jacket was returned in its original condition because it ARRIVED EXACTLY THAT. In an extremely small sack (totally crumpled), so that the jacket could no longer be packed in this original sack because it was so small. The jacket was full of fluff and now it is assumed that we caused this. And - dear company - I paid for this jacket through my Payplal account. And again to PayPal: PayPal is not allowed to regulate such complaints, only cases where the goods do not arrive or do not match the description. When do you finally get that? You can say umpteen times that PayPal has decided in your favor, it won't come true. Because PayPal has rejected the complaint because they are not responsible, because they are not allowed to handle such cases.

How you act is a cheek. You send goods in a form and a condition that is then charged to the customer. We at least protected the jacket with foil because your sack wasn't usable for anything. All this lint was already on the original goods.

THEREFORE CLEAR WARNING ABOUT THIS COMPANY. WE HAVE NEVER EXPERIENCED ANYTHING LIKE IT BEFORE.

EDIT concerning: "no complaint ... small sack full of lint"

He thought the fabric was so bad, the jacket was just of bad quality and therefore this "condition" was not objectionable to him, but the jacket was simply returned in this condition.

EDIT "We are open to further discussion by email as we have done so far.":

We didn't do anything wrong. We tried the jacket ONCE, that's all. That lint was - damn it - already on the jacket when it got to us. It is a cheek to pass that on to us. Because, as you write correctly, nobody wants to buy a jacket in such a condition ... not even my son. Besides that, he didn't like it either. So we don't need a replacement, we want our money back. That borders on fraud, what is being done and claimed here.

I had to write a review because I placed an order on July 27th and received it today (August 4th.) Not only is shipping incredibly fast for coming from overseas but I love my suede jacket. I’m just curious why the lining of the jacket isn’t in the fabric care content - seems like the body is poly cotton and the sleeves are viscose. It is probably the first batch but either way it is a standout piece.
I was afraid to purchase because of the negative feedback but I had a great experience and do look into their suede jackets. Top notch for the price.