Mut C.
DO NOT SHOP FROM THIS SITE.
DO NOT SHOP FROM THIS SITE. I have been going back and forth with a customer service agent named Vasil Vasilev about a bottle that was damaged when it arrived and was leaking. I took documented proof of it, and on their website it says that if such a case were to happen, they would replace the bottle. That is exactly what I have been asking for, but this customer service agent keeps saying they can't do that, even though it is directly stated in their policies online. Instead, they keep offering me a refund, which I basically had to beg for at minimum, even though I have clearly stated multiple times that I just want a replacement.
Response from FragranceXMar 6, 2026
Hi Mut, Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by receiving a damaged bottle and we completely understand how frustrating that experience can be. Your case is currently still being reviewed by our support team, and we would like to clarify that a reshipment has been approved once the damaged item is returned to us, in accordance with the return process outlined by FragranceX.com. 📦 As soon as the returned package is received at our facility, the replacement order will be processed so we can send you a new bottle as quickly as possible. We truly appreciate your patience while this process is completed and our team continues working to resolve this matter for you.