How to find English-language help at French retailers

A number of Connexion readers have shared their difficulties resolving disputes with retailers due to language barriers.

Olivia Roberts, who moved to France from Bournemouth, UK in 2014, had just such a problem returning a fridge-freezer she had bought from the home goods shop BUT in December 2024. The appliance was not reaching -18C. 

After emailing the retailer to describe 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.”

The vast majority of French retailers do not have dedicated English-speaking helplines, although there are exceptions, such as Orange. 

One solution to avoid having to telephone is to check whether retailers have a local branch when you are buying large items that you may need technical help with.

Going into the branch can be less daunting, and it is often easier to explain an issue in person. There may also be staff who speak English.

Another tip when looking for information is to check France’s Service Public website, which can be automatically translated into English. This page, for example, gives information on repair grants.

If you have to make a call, take the time to prepare a ‘script’ of key vocabulary to describe the problem, recommends Anaïs Dubois, a French teacher from Bordeaux.

“I had a student, for example, who had to take French phone calls and was very anxious with numbers. She had a piece of paper on her desk with the numbers in French and English to be more at ease.” 

Ms Dubois also recommends starting the telephone call by stating that you are English, asking them to speak slowly, and explaining that they may have to repeat certain phrases. You can also ask if it is possible to communicate by email.