milly d.

Fragrance shop customer service is absolutely awful! I ordered a gift set for my husband for christmas on the 24th of November and a couple of days later it arrived damage so I emailed customer service on the 29th of November to report this. I sent all pictures of the damaged item and explained that it was a a Christmas present. It is now almost 3 weeks on and I have got nowhere. I have been back and forth over email for 2 weeks at least where I was finally offered a refund or a replacement, however when I responded with my choice I was then sent the email I was sent upon initial reporting again asking me to send the pictures which I had already done. Next I was told to head into a store and that they would be able to help me, when I went into store the staff member contacted their customer service team who then said that I had to ring them. Yesterday I rang the number provided, was accused of making it up that I had been offered a refund (even though I had screenshots and an email chain for proof) and then told that a manager would ring me back that day. I made this call at 12:30 lunchtime, I waited until 5pm and had heard nothing. This issue is still unresolved and yet Christmas is less than a week away. Customer service has been absolutely useless and clearly have no idea what they are doing. All I wanted was a refund for my clearly defective parcel as there was no point having a replacement as it probably would not be here in time. So not only will my husband have a damaged Christmas present, I am also £100 out of pocket and am still no further forward than I was 3 weeks ago. The treatment of your customers is absolutely disgusting and I will not be ordering from you again.