pam G.
Horrid customer service!
Horrid customer service!! I ordered through Afterpay and Afterpay had my address in there wrong( I have changed my address on that app numerous times) so I tried to call fragrancex only to find out that they don’t accept phone calls. Only to be told by a customer service agent by the name of RAN that I needed to wait for my product to get there in 2 to 5 days. I explained to him that I will not receive the item because it went to the wrong address he proceeded to tell me that it was already shipped. I called the post office in New Jersey and they told me that it is fact not in their possession. It is still at fragrance X and they do not have it. So I proceeded to tell RAN what I was told, and he told me that he was genuinely sorry, but there was nothing that he could do. I think the problem is is that this customer service is in another country and not in America so they don’t know how things are done properly. I will never buy from them!! Afterpay will not pay them either. I just do not understand how something so simple turned into something so horrific for me. According to the USPS all they have to do is cancel the order and ship out another one to the correct address. It’s that simple. Maybe the agent RAN should just go run far away somewhere… because customer services in his calling.
Response from FragranceXSep 30, 2026
Hi Pam, We’re truly sorry for the frustration this situation has caused. We understand how upsetting it is when an order is going to an incorrect address. After reviewing the communication, we can confirm that our team responded to your inquiry in a timely manner and provided assistance to the best of our ability based on the circumstances. The incorrect address was entered during the ordering process and was not changed by FragranceX.com. Our checkout process provides several opportunities to review and confirm the shipping information. You can also review your order confirmation email and log in to your FragranceX.com account to verify the information that was entered when the order was placed. Unfortunately, once an order has shipped, we are unable to change the shipping address or redirect the package. While we understand this is not the resolution you were hoping for, the issue was not caused by an error on our end, and we must follow the same process for orders where an incorrect address was entered at checkout. We sincerely regret that this experience left you disappointed and appreciate your understanding.