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“GOODS NOT RECEIVED - FIGHT FOR REFUND!”

Written on: 30/04/2013

Ordered 3 bottles of perfume for Christmas 2012. With Christmas fast approaching I checked delivery status on-line which stated that delivery had been made and order fulfilled. Problem was delivery hadn't been made! Subsequently trying to get through to customer services was a nightmare. I guess they were busy because of Christmas but really I spent ages holding on the phone, and you have to remain attentive while you hold as you are prompted to press '9' (or some other number) to continue to hold otherwise it cuts you off! After speaking to customer service there was a promise of investigation and action to follow but nothing further was received. I followed my phone calls with e-mails recounting the story but received really nothing in return. In the end I had to contact my Credit Card Company and Paypal and I opened a dispute. The Fragrance Shop basically didn't respond to the dispute either and so the dispute was closed in my favour and my money refunded. So in the end I may have been mugged here but at least I wasn’t actually robbed. The Fragrance Shop not only failed to deliver, but offered no assistance to remedy the situation and then tried to hang on to my money. A simple apology would have really helped but just 'nothing' was received.
I cannot therefore recommend this store to my friends and family and quite frankly I'd feel guilty recommending to an enemy. I obviously fell into the trap - if you are buying a gift and delivery is important then you should look beyond the attractive headline prices. The Fragrance Shop is obviously cutting costs at the expense of customer service. I would recommend buying from a reputable trader.
If you read reviews on this and other review sites you’ll notice that the company typically does not reply to customer feedback, whether it is positive or negative, they just don’t respond…

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