Mark A.
Had some challenges with a return, Support helped me complete it
***Update #2, April 25th*** Changing my review from 3 stars to 4 stars. I shipped the perfume back on April 23rd at my own expense and it was delivered today. Joanne from Support informed me my refund has been processed and I should receive it within 5 business days. I am very grateful. Thank you, Joanne. I really appreciate it. **Update #1, April 22nd** Changing my rating from 2 stars to 3 stars. I emailed Support directly to let them know my Instagram account had been disabled in the case that might prevent them from responding to any emails generated through Instagram regarding my return prior to my account being disabled. Joanne from Support responded to my email, apologized for the delays I've experienced so far, asked me to ship the perfume back to them directly, and told me I will receive a full refund after they receive it. I am very appreciative. I will update this review once more as soon as I receive the refund. Thank you, Joanne. I sincerely appreciate it. *Orginal Review* I purchased a perfume through Instagram Shop on March 26th. I received the perfume on April 14th. I thought I had purchased the 100ml bottle, but received the 50ml bottle instead. The size was not included in the listing. Requested a return directly with the merchant through Instagram messenger on April 14th. Was told the supplier had been contacted and they were waiting for a response. I asked for an update on April 15th, and was told they had not heard back from the supplier yet. I felt I was being given the runaround so I requested a return through the Instagram order page on April 16th. Received a response by email on the 18th that the merchant had contacted the supplier. Asked for an update on the 19th, was told they were still waiting to hear from the supplier. Asked how long it might take to receive a response from the supplier or what happens if the supplier does not respond. I received no reply. Waited 24 hours and on April 20th contacted Instagram for help. Instagram could not help me, and told me to contact the merchant. I contacted the merchant through Instagram messenger, and received no response until after I posted negative reviews here on TrustPilot and on Instagram. The merchant responded to me on Instagram messenger telling me we had to wait 14 days for the supplier to respond. If the supplier does not respond they would have to contact Paypal in order to proceed with the return. They asked me to remove the negative reviews. I deleted them. Simultaneously I received an email from the merchant threatening me that they might decide not to process my return if I did not delete the negative review. Since it had already been deleted, I wrote back and expressed my dismay at being threatened, and informed them that whether or not the return was processed I would leave an honest review about my experience with this company. Yesterday, April 21st, my Instagram account was disabled, and today, April 22nd, it was terminated. Since my only negative interaction was with this store, I suspect it has something to do with them, though I can not be sure. Regardless, be aware that if you purchase something from this store and you want to return it, it might be very difficult, or even impossible to do so. Buyer beware. I will update this review if and when my return is finally processed (or not).
Response from Genuine Authentic Brand LLCApr 28, 2025
Dear Mark Anthony, Thank you for your patience and for keeping us updated throughout this process. We sincerely apologize for the challenges you encountered initially, but we’re grateful to hear that our Support team, particularly Joanne E., was able to assist you in resolving your issue. We always aim to provide our customers with the highest level of service, and your feedback is invaluable in helping us improve. We understand the frustration of delays, and we truly appreciate your understanding as we worked to resolve the situation. We’re pleased that your refund is being processed and that you are now satisfied with the outcome. If you have any further concerns or questions in the future, please don't hesitate to reach out to us. We are here to help and committed to ensuring a positive experience for all our customers. Thank you again for your trust in us and for updating your review. We value your business and hope to serve you again soon. Best regards, Joanne E. Customer Support Genuine Authentic Brand LLC