Yaroslav
Terrible experience
I ordered a $95 bottle of perfume from this store. When the package arrived, the bottle inside was completely shattered and all of the contents had spilled. I immediately took clear photos and videos the moment I opened the package and sent everything to customer support, doing exactly what they asked and trying to resolve the issue quickly and honestly. This whole situation is honestly just sad. Instead of enjoying the fragrance I was excited about, I ended up dealing with a broken bottle, wasted product, and hours of frustrating communication. It was incredibly disappointing. Unfortunately, while I was at work, my wife cleaned the room and threw away the shipping box, not knowing the bottle had arrived damaged. It was an honest and completely human mistake. The damage itself was clearly documented with photos and video proof, yet the store used the missing box as an excuse to deny my refund. I wasn’t asking for anything unreasonable - just a refund for a product that arrived destroyed. I provided proof. I communicated respectfully. I acted in good faith. Yes, their prices may look attractive and shipping might be fast. But if anything goes wrong, don’t expect support, understanding, or responsibility. They will look for any technical excuse to deny you. If this store truly cared about its customers, they would have simply issued the refund for a clearly damaged product instead of searching for additional reasons to reject it. A responsible seller fixes the problem - they don’t hide behind technicalities to avoid accountability. I’m sharing this so others don’t risk their money the way I did. If a store refuses to take responsibility for a clearly damaged product, even when provided with full visual proof, that tells you everything you need to know about how they treat their customers. edit: I am not available during your stated phone hours (9am–5pm est), and I do not have the ability to take calls at that time. I have already clearly explained my situation in writing and provided all necessary details and evidence. If your company is unable to review the provided information and offer a solution via email or chat, that raises serious concerns about your customer service standards. I am simply requesting a fair resolution for the damaged item I received. If this matter is resolved properly and professionally, I will gladly update my review to 5 stars so that other customers can see that your company stands behind its products and takes care of issues responsibly. However, if the issue remains unresolved, my review will accurately reflect that experience.
Response from FragranceMarket.comFeb 16, 2026
We’re sorry to hear about your experience. Our records show that after multiple communications, during which we received differing details regarding the situation, we asked several times to continue the conversation by phone so we could better understand what happened and work toward a resolution together. Unfortunately, despite our requests, we have not yet been able to connect with you by phone. We apologize for the inconvenience and want to assure you that we made every effort to assist, but we have been unable to reach you by phone. For more assistance, please contact us at 877-363-0553 9AM-5PM EST. Fragrance Market Customer Service Team