Alisa
product not sealed, not full, wrong box
If you don’t mind receiving a perfume bottle that is not as pictured or is not full or is missing parts, feel free to order from Fragrance X. If you want a new, sealed, full perfume bottle in the designer box as pictured on their website, I wouldn’t order here. I placed an order for over $90 for a perfume using their mobile interface. The perfume that arrived was not sealed, had obviously been used or tested or was just not filled to the top, and because the box was not sealed when I received it, I will never know what happened. The product arrived in a different box than the one pictured in the product description. I understand that sometimes products are discounted because they are imperfect or missing parts, and so in this case the company should have been fully transparent about the product condition being unsealed, not full and should have posted an image of the actual box the perfume comes in, instead of posting fake images to sell more products at inflated prices. The box I received the perfume in also said “not for sale.” If I had known this to be the case, I would not have purchased this item. For a similar price I could have purchased a full bottle of sealed perfume in the proper box from a vendor I trust, but unfortunately google pointed me to Fragrance X when I searched for the perfume. I reached out to the company and requested instructions to return the product for a refund. The response I received from Fragrance X was: “Upon checking, we have sent you the right bottle. However, please understand that you ordered a tester which may not arrive with the designer's box. It is also indicated on the website: …Testers may not have a box or cap.” The disclaimer in question was nowhere to be seen on the mobile interface, where I viewed the product, placed it into my cart and paid for it, so I never received this disclaimer when making the purchase. The company did not respond to my inquiry about the perfume bottle not being full and not being sealed properly. The company also did not respond to the question I asked about the return and refund process after I sent them 2 emails. I actually checked Trust Pilot before making the purchase on Fragrance X, and now someone else does not have to make the same mistake I did. This experience was too much of a hassle for not enough of a discount. I looked up their refund policy myself, and it requires you pay for shipping both ways, so I won’t be investing more time, money or effort into dealing with Fragrance X, and I will not be purchasing anything from Fragrance X again.
Response from FragranceXDec 6, 2022
Thank you for taking the time to give us a review. We only stock products that are 100% authentic and have original brand names. We are truly sorry you are unhappy with your product. Please note that we receive everything from the manufacturer. Exactly how we receive the items is exactly how we ship them to the customer. We do not put used bottles back on our shelves. We process returns and they are then dealt with separately.Testers are not always full, they sometimes DO NOT come in a box at all. Again we are sorry that you were not happy with ordering a tester, but I assure you that the item was not used. Manufacturers also update their packages sometimes and they do not let us know ahead of time. So the only way we find out is when a customer lets us know. SO we will now check the warehouse for this item to see if the picture on our site needs to be updated or not. We are happy to assist you with a return. I have emailed you a prepaid return label for you to return the item for a full refund. If you have any questions, please contact us. We are happy to help!