Frank + Oak Avis 64

High quality clothing for incredible prices, love their stuff! I have pieces I bought a while ago that just keep getting better with age. Highly recommend!

Avoid, avoid.
I ordered an item almost two months ago, it never arrived, and attempts to problem solve with customer service were not fruitful.

They claimed that the problem was with the shipper verifying my address, but I have never had that issue before and my verifying my address with the shipper produced no response.

In the meantime, customer service seemed indifferent and I had to prod them to follow up with their own shipper.

The tracking info about the package was vague and it eventually ended up with Canada Post, and tracking said that I had not claimed it, which was patently false.

Finally, I was told the item had been returned to the company and I was issued a refund after TWO MONTHS.

No offer of discount, gift certificate or reshipment of item was offered to compensate me for my time, aggravation and dissatisfaction.

The worst online shopping experience ever.

I ordered a sweater in February. They said the processing time was 3-5 business days. Over a week later there was still no movement so I reached out to the company. They said there were higher than normal volume orders that caused the delay (which seemed odd for mid-February) but it would be shipping shortly. Within 24 hours they canceled my order because apparently the sweater had never actually been in stock. I could MAYBE see that happening the same day, but a week later and after I’d already contacted them and gotten confirmation that they were shipping soon was ridiculous. I’d also been watching the product page, and it had gone from in stock to low stock and then finally out of stock after they cancelled my order, so something doesn’t seem right.

Last week, I saw the sweater was back in stock so I ordered again thinking surely it would work this time. The exact same thing happened. After seven business days, they cancelled my order for the second time, claiming some of the items are out of stock. The did offer me 50 loyalty points (the equivalent of $5 off) which isn’t much use if my orders keep getting cancelled.

Terrible customer service. Only one response to an email and said they were very busy fulfilling orders. No phone number to call. Ordered a coat Jan 28 and no sign of it. Have no idea if I'll ever see it or get a refund. Will never do business with this company again.

Bought items online. Returned one item. Returned item was delivered. 31 days later, still no update from the customer support after sending them about 6 emails. Since no response, I informed them that I would dispute the charge, and when they finally reply, they say "sorry for the inconvenience, let us know if you want us to clarify anything". I replied that a refund can be issued so I can close the dispute with the bank. But the representative never replied. It seems that the inquiries remain with the same agent and nobody checks the quality of their work. Thing is now I disputed the charge for the full amount instead of only the returned item. I guess their representatives don't care if the company loses money. Maybe that's why they filed for bankruptcy.

I ordered a coat and scarf on February 8th and paid in full at the time. The order was never confirmed and that was probably the first sign that there was a problem. After a weeks wait and numerous emails enquiring the state of the order and delivery, I was told that the order had to be cancelled because the item was out of stock. Their customer service team should all be fired and replaced with people who can do their job. I will never shop at Frank and Oak again.

I ordered a parka on January 26th, and it's been over 2 weeks, and it still hasn't shipped. Customer service would not muster up any courage to tell the truth about whether it is in transit, or is being shipped, or anything else whatsoever. I already initiated a refund through PayPal indicating that it is essentially a fraudulent transaction. I was excited to get this parka to be honest, and I may never find out what it's actually like because it may never arrive. Stay away!

I'm sure their clothes are great but I may never find out. Placed an order 15 days ago. If it was just weather delays or just the mail in general that would be fine. But it's been stuck on "shipment info received" for 8 days. Contacted the company and got a vague non answer.

Customer service is just terrible. The size didn't fit, I waited a long time for a response to return it

I ordered a jacket. The sleeves were 5 inches too long. I I sent item back in perfect condition.They acknowledged receipt on 12/22/23. Almost 3 weeks later and still no refund through PayPal. I emails them over a week ago and they were like “oh, we are so busy. Please do not email us again”. I received a PayPal refund from Turkey once the same day. Frank and Oak has no phone number to call. Do not do business with them. This is absurd.

Do not order from this company. I returned an item and instead of refunding me they charged my credit card a second time! I have been emailing for over a week with zero response. This is fraud!

Terrible online shopping experience, my order has been stuck in shipping for 4 weeks. Customer service slow to respond and unhelpful. I used to love this company but won’t be ordering again because of how unreliable and uncommunicative they are.

I've been a fan of F&O's menswear for several years now but customer service has left something to be desired to say the least. Still waiting on a refund from a return made -- with proof of receipt -- well over a month ago and emailing hasn't helped much. I've had a couple of hiccups with the brand in the past but this is the last straw. Real shame as the fit and style is usually pretty great.

Can't seem to get a refund or reply for my missing order. I ordered a Christmas gift Nov 30th, there was an "issue on delivery route" and product was sent BACK to the merchant. I got pointed into 3 directions from the carrier GOBOLT, to the Route coverage party, to Frank and Oak..now I can't get a reply from Frank and Oak to get a refund for the product that never got delivered. No way of getting in touch with anyone. What a piss off.

Terrible customer service, I ordered something in November, the item never even left for delivery. I cannot get a response from the customer service department, they do not offer a chat option, nor a phone number.

Never arrived
I bought a 400 dollar jacket in November. It is now January and I have sent multiple emails with no reply. I am furious and have no been able to contact anyone from this horrible company. Stay away!

Terrible customer service! I purchased something on December 2. It took 3 weeks to get an email from the company telling me the item wasn’t in stock, and only after I made an inquiry. This was a Christmas present and I was notified 5 days before Christmas. I reached out to the company voicing my disappointment but doubt I will receive any response. Wish I had read these reviews prior to purchasing.
This is my first experience with Frank and Oak and will certainly be my last.

Terrible customer service. My order (which was holiday presents) was lost and only through contacting the shipping company was I able to get any info. Frank and Oak doesn't have a customer service number to call, and they simply do not answer emails to their customer service email address. Now I'm scrambling to get gifts for people I thought I had sorted. I've bought a lot of workwear from this brand but never again.

Horrible customer service! Ordered a jacket 2 weeks ago. It still hasn't shipped. They do not have phone support or online chat. You can only email them, and they haven't returned any of my emails as of yet.

Wish I could give a zero. Horrible customer service.
My returned item arrived in their warehouse on Nov 4, 2024. Over a month later, still no refund. No answer to my email from a week ago. I'll never order from them again. The one item that I kept is fine and I bought it on sale, but certainly not worth the abysmal no service on the return. Stay away!