Larry C.
Horrible customer service!
Horrible customer service! First time ordering from them and I should have read reviews about their delivery first because it seems like that’s their biggest issue and surprise surprise, my order had a delivery issue! I understand that carrier issues are not always within their control but my issue is how they handled the situation. I received an email saying that my order had been delivered and when I checked a few hours later, it wasn’t there. I checked the actual tracking and it said it had been returned to the sender due to damage to the package. This was Monday and the purchase was made as a gift needed for Tuesday. I emailed them Monday late afternoon as I was past their call hours and I was trying to be understanding and they emailed back saying they’ll look into it. The next morning I get an email saying we don’t know what happened but “the one thing we can see” is that it said delivered at one point. Those choice of words had me at utter disbelief. Like really, the “one thing that you can see is just that? What about the part that said that it was returning back to the sender AFTER it said it was “delivered”? Isn’t the last thing on the tracking supposed to be the most accurate up to date information? Absolutely no responsibility was accepted and that’s what really upset me. If they had said hey I’m sorry that you have to go out and repurchase gifts morning of your wife’s birthday because of this, here’s a refund since the package is coming back to us, that would have been fine and I wouldn’t be writing this review. Now I’m out the money I spent here, the time I had to spend going out to repurchase gifts the morning of my wife’s birthday, and obviously the money I used to repurchase gifts. FragranceX, please do better and learn to accept some responsibility. Carrier issues are not within your control but how you handle it is.
Response from FragranceXAug 28, 2024
Dear Larry, We sincerely apologize for the inconvenience you experienced with your recent order. We understand how frustrating this situation must have been, especially with the importance of your purchase. Please rest assured that we take full responsibility for the issue and we are committed to improving our handling of such situations. As for your order, we will process a full refund as soon as the package is returned to us. We genuinely appreciate your feedback and will use it to ensure a better experience for all our customers in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.