I have posted here before on my very positive experiences in shopping with Fragrancex (primarily relating to cheap prices and free shipping) and would like to share my recent experience, which raises them feven urther in my estimation.
I recently ordered a gift set of Carlo Corinto (original) from Fragrancex, and eagerly awaited its arrival. The opportunity to get free shipping is fantastic when you live the other side of the Atlantic, but is does mean that you have a two-week wait. When the product arrived, I was disappointed to find that it was not that which I ordered instead of the Carlo Corinto I had ordered, I received a gift set of Carlo by Carlo Corinto. This is a decent scent in its own right, but not one I would have purchased, and I now had a full set of EDT, aftershave balm, shower gel and deodorant stick.
I contacted Fragrancex to advise them of the mistake and they initially asked me to return the product to get a full refund. I pointed out that this would cost quite a bit, shipping from Ireland to the US with no free shipping from my end. They came back and asked that I forward them a photograph of the set I had received. When I sent this, they apologised for their error and gave me a full refund of what I had paid, allowing me to retain the Carlo set I had received in error.
I now have my money refunded and a giftset of Carlo ok, its not really my kind of fragrance, but I consider it to be excellent Customer Service on the part of Fragrancex to acknowledge their mistake in the first place and secondly to ensure that I, the customer, was looked after properly.
Who knows, I might get to like Carlo, but, in any event, well done Fragrancex, I will certainly be shopping there again and I feel many other online stores could benefit from this level of customer service.
I recently ordered a gift set of Carlo Corinto (original) from Fragrancex, and eagerly awaited its arrival. The opportunity to get free shipping is fantastic when you live the other side of the Atlantic, but is does mean that you have a two-week wait. When the product arrived, I was disappointed to find that it was not that which I ordered instead of the Carlo Corinto I had ordered, I received a gift set of Carlo by Carlo Corinto. This is a decent scent in its own right, but not one I would have purchased, and I now had a full set of EDT, aftershave balm, shower gel and deodorant stick.
I contacted Fragrancex to advise them of the mistake and they initially asked me to return the product to get a full refund. I pointed out that this would cost quite a bit, shipping from Ireland to the US with no free shipping from my end. They came back and asked that I forward them a photograph of the set I had received. When I sent this, they apologised for their error and gave me a full refund of what I had paid, allowing me to retain the Carlo set I had received in error.
I now have my money refunded and a giftset of Carlo ok, its not really my kind of fragrance, but I consider it to be excellent Customer Service on the part of Fragrancex to acknowledge their mistake in the first place and secondly to ensure that I, the customer, was looked after properly.
Who knows, I might get to like Carlo, but, in any event, well done Fragrancex, I will certainly be shopping there again and I feel many other online stores could benefit from this level of customer service.
