FrangenceX - No delivery - no refund

clevtrev

Bought some smells for the missus on Nov 17 plenty of time before Christmas. Package never arrived and still hasnt. Have been on to them over the last month by email and they keep sending me the same template reply .. please be patient you package will arrive if it doesnt arrive it will be returned to FragranceX and then we can reimburse you.

Now I cant see that after 3 months the package is going to turn up. Anyway I suppose if I wait long enough they will eventually have to refund. Anybody with any experience of this shower ?

jor el

clevtrev wrote: »

Anyway I suppose if I wait long enough they will eventually have to refund.

No, if you wait long enough, you'll never get your money back. Talk to the bank about a charge back for non delivery. If you didn't pay with a credit card, then you've probably already lost it.

zenzic

I had pretty much exactly the same experience, I ordered aftershave on 15th November - I paid by credit card, thankfully.

I contacted the credit card company and they did something called a chargeback - I had my money back within three days.

Fragrance direct have completely ignored my emails, sent standard replies and hung up on me repeatedly. After all of this they sent a customer satisfaction questionnaire to me!

clevtrev

yeah unfortunately I didn't get around to organising the charge back in time.

Lesson learned - if you are desperate enough to buy off this shower and your item doesnt arrive within a reasonable period of time say 30 days then organise a chargeback on your card.

I was told by AIB that the chargeback must happen within 60 days of the transaction date. they can appeal for you after this time but they need supporting evidence / letter etc and for 25 euro I didnt bother

bb1234567

after sending them a weekly email for the last 3 months finally got a refund from this crew. So maybe theyre not as bad as i thought or maybe I wore them down

Quote

We finally received your order returned to us and your refund in full is
now in process!

Firstly, we would like apologize we could not deliver your order. We
understand how frustrating it is to wait such a long time for a purchase,
many of which were intended as gifts for the holidays and for it not arrive
at all.

We did unfortunately experience an unusual set of shipping issues and many
of the packages from around this time were delayed and subsequently held
along the way for various reasons. Without tracking it is difficult to know
exactly the nature of these problems and how soon they will be resolved,
but we fully expected deliveries and asked for your continued patience.
Shipping all over the world for free or at a very low cost which we offer
is not easy, but we fully take the blame and are very sorry.

We are happy to report that your order has now been returned to us after
encountering prolonged issues in transit, and a full refund will be issued
in the next few days to your original method of payment. Please allow 5 - 7
business days for this credit to appear on your original method of payment.
We of course wish that your package would have reached you instead, but we
hope you will be relieved to know that the problem has been resolved. If
you already received a refund in full, please disregard this message.

Our shipping methods to many locations have changed since you placed your
order, and we are continuing to improve our services to all locations
worldwide. We are doing all we can to provide you with the best service,
selection and prices. Given these changes, we hope that you will consider
shopping with FragranceX again. We have been in business for ten years and
have millions of satisfied customers. Rising shipping and fuel costs will
soon diminish the possibility to provide free shipping to all locations.

We are sorry and hope you can forgive us and give us another try. We cannot
stress how much we have appreciated your patience and understanding, and
look forward to serving you again very soon.
Respectfully,

The FragranceX.com Team

sandin

bb1234567 wrote: »

after sending them a weekly email for the last 3 months finally got a refund from this crew. So maybe theyre not as bad as i thought or maybe I wore them down

3 Months to resolve a very simple issue?? - I wouldn't use a company like that under any circumstances.