How to find English-language help at French retailers

A number of Connexion readers have shared their difficulties resolving disputes with retailers in France when customer service moves onto the telephone.

One reader, a British expat living in France, recently experienced this when trying to return a fridge-freezer bought from the home goods retailer BUT. The appliance was not reaching the correct temperature of -18°C.

After emailing the retailer to explain the issue, she was asked to telephone.

“When I rang, the person who answered the phone was able to speak some English. While I am learning French, I still find it difficult to keep up with French on the telephone.

“The gentleman then put me through to the regional centre. The woman who answered was unfortunately unable to speak slowly enough for me, and she suggested I go back to the shop to speak to the staff.

“I wondered if any of these companies cater for English people. I can see how many English people might not bother to address these problems,” she said.

The vast majority of French retailers do not offer dedicated English-speaking customer service lines, even for after-sales support. However, in practice, some larger national chains do provide limited English-language assistance, often depending on the call handler or channel used.

How to contact French retailers when you need English-language support

The most effective strategy is often to avoid the telephone wherever possible, as most retailer helplines in France are designed primarily for French-speaking customers.

Customer service systems are still largely built around written communication or in-store resolution, particularly for after-sales issues such as returns, repairs, or refunds.

Prefer written contact over phone calls

Where possible:

• Use email or online contact forms rather than calling
• Keep messages short, structured and factual
• Use simple English if French is difficult – many larger retailers will translate internally

Written communication has two key advantages:

• it removes real-time language pressure
• it creates a clear record of your request or complaint

For many retailers, particularly national chains, written complaints are also more easily escalated to regional or central customer service teams.

Use in-store escalation for larger purchases

For bulky or technical goods (white goods, electronics, furniture), returning to the physical shop is often the most effective route.

In-store staff may:

• have more time to deal with your case
• be more willing to use translation tools
• escalate the issue directly to central after-sales departments

This approach is particularly relevant for homeware and electronics chains, where after-sales support is often centralised but accessed via the shop that sold the item.

Prepare carefully if you must call

If telephone contact is unavoidable, preparation can significantly improve the outcome.

Anaïs Dubois, a French teacher from Bordeaux, recommends preparing key vocabulary in advance and writing it down.

“I had a student who was very anxious with numbers when taking calls in French. She kept a sheet on her desk with numbers written in both French and English to feel more at ease,” she said.

She also suggests:

• stating at the start of the call that you are English-speaking
• asking the agent to speak slowly
• requesting repetition when needed
• asking whether the issue can instead be handled by email

When retailer support is not enough

If a retailer is unresponsive or communication breaks down, official consumer guidance can help clarify your rights.

France’s Service Public website provides official information on consumer rights, returns, and dispute resolution procedures. It can be translated into English and is particularly useful for understanding what you are entitled to when a retailer is uncooperative.

English-language assistance in France

While most French retailers do not offer dedicated English-language helplines, some services do provide limited support:

• Orange (telecoms): 09 69 36 39 00 – Monday to Friday, 09:00–17:00 (local call rates)
• EDF (electricity): 09 69 36 63 83 – standard call rate within France, English option available
• SNCF (rail): 36 35 – press 1 for English-speaking assistance
• Air France: 09 69 39 36 54 – standard call rates within France