Code of Conduct
Page 1 of 3 1 2 3 LastLast
Results 1 to 30 of 63
  1. #1

    Default Wall of Fame and Shame: Good and Poor Customer Service

    I think we should air and expose our customer service heartbreaks and disappointments for fragrance stores, online vendors and fragrance companies who give poor customer service: rude shop clerks and owners, poor customer policies, slow service or no service. Moderators, you may wish to move this thread to another category.

    Feel free to post your experiences in this forum.

    This first post I will link here:

    http://www.basenotes.net/threads/278...uxury-Perfumes
    "No elegance is possible without it...perfume is a part of you." Gabrielle "Coco" Chanel
    Currently wearing: Rose Ambre by Fragonard

  2. #2

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    I have never had problems with Customer Services that I got in contact to.
    Nevertheless I would like to highlight Amouage Customer Service - their approach towards the customer is beyond expectation.
    Last edited by Bonoanimoes; 8th June 2011 at 08:36 PM.

  3. #3
    hednic's Avatar
    Join Date
    Oct 2007
    Location
    McLean, NYC, & Búzios
    Posts
    107,863

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Luckyscent - excellent

  4. #4

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Aedes has always been excellent.
    Malle has been great also.

    -Slim
    Haikus are easy
    But do not always make sense
    Refrigerator

    ____________________________________________
    My swaps and sales are now listed here:
    http://flacon.ambaric.net/viewtopic.php?t=124

    And here (just search for Slim):
    http://scentsplits.wikidot.com/current-splits

  5. #5
    Power Where You Need It
    alfarom's Avatar
    Join Date
    Mar 2011
    Posts
    10,507

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Quote Originally Posted by SlimPickins View Post
    Aedes has always been excellent.
    Malle has been great also.

    -Slim
    Definitely +1 on Malle

    Also remarkable Vero Profumo, S-Perfumes, Histoire De Parfums.


    Discover my Guest Reviewer Of The Day here

  6. #6

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    LuckyScent and L'Artisan thumbs up.

  7. #7
    Neurosis's Avatar
    Join Date
    May 2010
    Location
    I don't have the accent, Massachusetts
    Posts
    1,459
    Blog Entries
    1

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Aedes - phenomenal
    Tom Ford are extremely pleasant
    Parfum1 - bought Chergui there extremely cheap, it was fresh and the older (dark brown) juice. super quality control and shipping on their part
    Fragrancenet - never had an issue
    Amazon - same

  8. #8

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    I've had nothing but great experiences with Strawberrynet and Lucky Scent. (Strawberrynet even puts your items in gift-wrap!)

    Fragrancenet always ships quickly and I've never had a problem with the product, however I don't get any sense of being a valued customer from them. While Lucky Scent is always generous with samples, and Strawberrynet offers increased discounts with each purchase, free shipping and cosmetics, I've ordered over 20 products from fragrancenet and always get the same thing in every box--a sample of "Exceptional...because you are" for men and some little coupons for random things I have no interest in...and they're packaging is not fantastic either.

    Overstockperfume, while cheap, was a headache to deal with...items came very late and required several emails before they even responded, and even then it was simply with a tracking number...no actual message--it came off discourteous and rude. I actually called the office and the guy picked up and immediately screamed "Hey, COMPUTER BROKEN!" and hung up...I called back and the second time he was a little more articulate. When the items finally came, one was leaking, another box was ripped and had pen marks scribbled on it, and the other 2 items were okay. But I would not go there again.

    Just got some stuff from Beautyencounter as well, GREAT packaging and arrived on schedule. Good email communication.

  9. #9
    Basenotes Institution
    Mimi Gardenia's Avatar
    Join Date
    Aug 2008
    Location
    Exactly Where I Should Be
    Posts
    16,437

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    The good
    Luckyscent
    Chanel.com
    Parfum1
    Scentiments
    Fragrancenet

    Added 8th June - www.bathedandinfused.com - wonderful fast service.
    neimanmarcus.com
    bergdorfgoodman.com
    barneys.com
    saks.com

    The Iffy
    Beauty Encounter
    Beauty Emporium

    The So So - can't fault them but still wary
    FragranceX

    The Rude
    Aedes
    Last edited by Mimi Gardenia; 9th June 2011 at 04:58 AM.
    http://www.basenotes.net/threads/370...o-Profumo-Onda
    For sale. Carnal Flower and Vero Profumo Onda.

  10. #10

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    good service everywhere I go. I am a serial sniffer but I tend to stay under the radar so i dont waste staff time and energy. I like the brand flagship stores best because they take the time to educate you on their range, and even if you dont buy it doesnt matter because they can convert you into a fragrance ambassador (all of us are doing that all the time on here, and probably in our personal lives too. If we like something we're going to tell people and get them interested too) I've also had good experiences online at escentual, fragrancex, fragranceexpress and feelunique.com. fast, no hassles.

  11. #11

    Join Date
    Jun 2010
    Location
    Perfumeland
    Posts
    972

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Can't say the same for fragrancenet, I'd rate them as average at best. Got a skunked bottle of Pure Malt and while I did get a full refund including shipping, it took a while and many, many phone calls. Some attendants were very nice and helpful, some were rude.

    Does this include stores too?

  12. #12

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    I do well with retail, esp if the SA's are good looking 20-30yr old ladies

    Nordstroms
    Sephora - they leave u alone to snif
    Saks 5th
    Luckyscent - fast delivery, quick exchange when needed, awesome selection
    Neiman's

    Mall Fragrance Discounters and Kiosks - more miss than hit. buyer beware.
    Last edited by scenternerian; 9th June 2011 at 07:11 PM.
    adversity introduces a man to himself -anonymous

  13. #13

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Based on my travels..

    Neiman Marcus Las Vegas - SUPERIOR
    Neiman Marcus Bal Harbour - SUPERIOR
    Neiman Marcus Chicago - EXCELLENT
    Neiman Marcus Atlanta - GOOD
    Neiman Marcus Orlando - WEAK

    Barneys Chicago - SUPERIOR
    Barneys NYC - EXCELLENT

    Saks 5th Avenue Miami - Excellent
    Saks 5th Avenue NYC - Excellent
    Saks 5th Avenue Orlando - Average to weak

    Nordstrom Orlando - Very Good
    Nordstrom Miami (Aventura Mall) - Average

    Hermes Bal Harbour - Excellent
    Hermes Chicago - Lower than Shite

    Guerlain Boutique Las Vegas - SUPERIOR/EXQUISITE

    Chanel Chicago - Excellent

    Le Labo Soho NYC - Excellent

    Frederic Malle Boutique NYC - Superior

    Creed Boutique NYC - Superior

    Odin NYC - Lower than shite

  14. #14
    Lifelong Sniffaholic
    30 Roses's Avatar
    Join Date
    Oct 2007
    Location
    Connecticut
    Posts
    11,998
    Blog Entries
    7

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Let's not forget Beautycafé-- excellent service, quick personal email response-- and for that matter, Accessories for Fragrances.com. I mention them often but the fact is I buy from them often. Never had a single problem and am always impressed by how quickly they process orders.

    Our local Nordstrom and Sephora at West Farms Mall in Farmington, CT are just wonderful.
    Babies have begun hatching on the Estonian osprey nests.
    All 3 eggs have hatched at Irma and Joosep's nest. Live webcam: http://pontu.eenet.ee/player/kalakotkas2.html

    There are now 2 babies at Mai and Mikk's nest! Live webcam: http://pontu.eenet.ee/player/kalakotkas.html
    Osprey discussion forums: http://www.looduskalender.ee/forum/viewforum.php?f=56

  15. #15

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    I know the title reads "Good and Poor customer service", but reading the original post, I thought this thread is all about naming and shaming the vendors who give poor customer service.

    Here are my top 3 bricks and mortar disappointments in random order.

    Le Labo - Liberty's of London
    Le Parfum - Vienna
    Hamburger Hof Parfumerie - Hamburg
    Last edited by Sorcery of Scent; 9th June 2011 at 05:16 AM.

  16. #16
    bokaba's Avatar
    Join Date
    Sep 2007
    Location
    Redlands, CA
    Posts
    3,317

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Exceptional: Lafco NY, Perfume Shoppe, Cambridge Chemists

    Good: Aedes, Guerlain, Chanel, Beauty Encounter, Lucky Scent

    Bad: 1st Perfume, Overstock (and other associated companies), MIN NY--I once purchased a sample pack for $5 and MIN accidentally added two more zeros (refunded difference), the samples arrived smashed and they said they'd send a replacement, but never did and stopped responding to calls and emails. On the upside, several months later they sent me a pack of Miller Harris samples out of the blue.

    I say Aedes is good because I've only corresponded with them by email. I've never been there or called them.
    Last edited by bokaba; 9th June 2011 at 05:10 AM.

  17. #17

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    For me:

    ONLINE VENDORS:

    Great:
    Lucky Scent
    Beauty Cafe
    Beauty Habit
    Bloomingdale's
    Saks
    Neiman Marcus
    Parfum1
    Bergdorf Goodman NYC
    Aedes (only for online orders)

    Good:
    Beauty Encounter (also So-So on occasion)
    Fragrancenet

    So-So:
    FragranceX

    BRICK AND MORTAR:

    Great:
    Bloomingdale's
    Neiman Marcus
    Nordstrom
    Saks
    Scent Bar
    Guerlain at the Palazzo in Las Vegas
    Caron in New York at Phyto Universe

    Good:
    Sephora (service varies by location from great to so-so)

    Bad:
    Aedes (rude personnel on the phone)
    MinNY (don't return phone calls, don't answer the phone, when I requested samples of fragrance with purchase, all I got was skin care samples)

    HONOURABLE MENTION (good call, Roses!) for Accessories for Fragrances for great, quick, cheerful service
    Last edited by Primrose; 21st June 2012 at 01:16 AM.
    "No elegance is possible without it...perfume is a part of you." Gabrielle "Coco" Chanel
    Currently wearing: Rose Ambre by Fragonard

  18. #18
    volley2's Avatar
    Join Date
    Jun 2009
    Location
    Shanghai, China
    Posts
    5,351

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Two thumbs up for www.luckyscent.com

  19. #19
    Frag Bomb Squadron XIII
    Diamondflame's Avatar
    Join Date
    Jun 2009
    Location
    Singapore
    Posts
    7,665

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    EXCEPTIONAL
    Escentials @Tangs
    SonomaScentStudio
    AbdesSalam Attars www.profumo.it
    Xerjoff

    GOOD:
    theperfumedcourt (replaced a missing shipment for free, fast reponse to queries)
    Histoires de Parfums ( good communication & attentive service )
    FragranceX.com (robust packaging, never had a problem with them)
    Escentials @Paragon ( v personalised )
    Hide-n-Seek @Telok Ayer St (enthusiastic SA/owner )
    Jasina Singapore (freedom to browse, esp when they know u r a BNer)

    BAD
    Sephora @Ion Orchard (full of part time SAs who know nuts about fragrances)
    DFS @Shaw House ( poor product knowledge )
    Chanel @Takashimaya ( seems the SAs were picked for their looks, not for service attitude)
    Currently wearing: 31 rue Cambon by Chanel

  20. #20
    Lifelong Sniffaholic
    30 Roses's Avatar
    Join Date
    Oct 2007
    Location
    Connecticut
    Posts
    11,998
    Blog Entries
    7

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    MinNY never replied to my email.
    Neither did Bond No. 9 nor Ormonde Jayne.

    I think all correspondence deserves a reply. Someone has taken the time to ask a question -- answer it!

    Speedy replies:
    Kristiansand New York
    Diptyque
    Penhaligon's
    Hermès
    Babies have begun hatching on the Estonian osprey nests.
    All 3 eggs have hatched at Irma and Joosep's nest. Live webcam: http://pontu.eenet.ee/player/kalakotkas2.html

    There are now 2 babies at Mai and Mikk's nest! Live webcam: http://pontu.eenet.ee/player/kalakotkas.html
    Osprey discussion forums: http://www.looduskalender.ee/forum/viewforum.php?f=56

  21. #21
    Dependent knit at nite's Avatar
    Join Date
    Sep 2009
    Location
    CA, Central Coast
    Posts
    4,951

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    In person..

    Luckyscent- Terrific!

    Neiman Marcus Las Vegas & Boston- Excellent

    Barneys Boston - meh
    Barneys SF - Excellent
    Barneys Vegas- Excellent

    Saks 5th Avenue Orange County - Excellent
    Saks 5th Avenue Boston - Average
    Saks 5th Avenue SF - Very good

    Guerlain Boutique Las Vegas - Best customer service ever

    Chanel Bellagio- meh
    Chanel Wynn- Very Good

    Nordstrom has been very good everywhere I've gone

    online

    Luckyscent- terrific
    Perfumed Court- very good
    parfum1.com- excellent
    L'Artisan- excellent
    and I miss Rei Rien
    Sync'in and Think'in in 2015!

  22. #22

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Bricks & Mortar:

    Guerlain Boutique at Harvey Nicks in Central, Hong Kong. Excellent, engaging and generous beyond the call of duty. I'm smitten.
    Lane Crawford Pacific Place, Hong Kong. Knowledgeable, friendly and helpful. I like.
    Escentuals at Tangs Orchard Rd. Singapore - great and the 'find your scent' session thing is a lot of fun.
    Hermes are good in HK - most SAs actually know what Hermessences are and okay with samples.
    Chanel are totally clueless. Cartier pretty clueless. Both have a ridiculous one sample per purchase 'rule'.

    Online:

    Luckyscent
    Perfume Shoppe
    AZL
    These three are all good online retailers - AZL are very generous with repeat customers.
    Les Senteurs - not very hip at the online game - didn't bother acknowledging my email (with photo) when Amouage Attar had leaked.

    Website / Direct Online Sales:

    profumo.it - I feel like I'm getting a private audience each time round, really cool.
    Malle / By Kilian / Divine / Amouage all good.

    Pet peeve - the American companies who trumpet their 'online shopping experience' online (where else) and then don't ship outside the country, supposedly held ransom by the US postal service . . . well what about the US online stores that DO ship?

    Almost forgot: TPC - hall of shame for sending me a very expensive "Vintage Apres l'Ondee Extrait" that turned out to be lolly water with a vaguely Apres scent that disappeared within 20 minutes. I know what AlO vintage smells like and this was not it. Not even EDT strength. Shameful rip-off - this 'company' is off my list (and please don't start on the three perfume lovin' gals just doin' their best thing - at around USD 10 per ml business is business).
    Last edited by mr. reasonable; 25th June 2011 at 07:19 AM.

  23. #23
    Power Where You Need It
    alfarom's Avatar
    Join Date
    Mar 2011
    Posts
    10,507

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Quote Originally Posted by mr. reasonable View Post

    Pet peeve - the American companies who trumpet their 'online shopping experience' online (where else) and then don't ship outside the country, supposedly held ransom by the US postal service . . . well what about the US online stores that DO ship?
    Ditto


    Discover my Guest Reviewer Of The Day here

  24. #24

    Join Date
    Nov 2009
    Location
    Tokyo
    Posts
    363
    Blog Entries
    4

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    The SAs at department stores and other high-end shops in Tokyo are exceptional. However, there is also some bad news mixed in with the good. Good news: the SAs are unfailingly super-polite and usually very friendly. One time I dropped a Lutens tester on a marble floor at a department store. Thank god it didn't break! But an SA ran up and apologized (maybe for failing to notice I wanted to try it, quickly run over and spray it for me)! The bad news: prices are super high. However, SAs are generally well-informed!! I went sniffing around to several places today with a friend who used to work for a perfume materials trading company. My friend would comment on the cardamom note in this and the powdery tone of that, and the SAs would ooh and aah, but they also knew their stuff, explaining the notes and the differences between, say, the various Chanel exclusives, etc. The bad news: it is very hard to get a take-home sample, sprays only (on paper or on skin). The Isetan department store has two big fragrance areas, one with several niche houses including Santa Maria, Penhaligons, Byredo, Lutens, Different Company, and another area with all the major designer houses, plus Creed, Bond no. 9, L'Artisan, Le Labo, and others. It's like having Barney's and Sax all in one store. The bad news: new stuff gets there late--Aventus is still brand new here, for example, and some of the selection is adjusted for Japanese tastes--heavily animalic scents are not popular here. Oh, more bad news--you have to be in Tokyo, and the SAs generally don't speak English! But I had a great time (I can speak Japanese well enough to get along), I tried everything I could over several hours, and they showed no sign of expecting me to buy anything. I must admit, I have tested stuff there and then bought from an on-line discounter, but I try to buy full-price stuff occasionally, just because. Another thing: the Japanese are so polite, and they really respond when you are polite in return. I give compliments when it is a fragrance I like, and they always thank me. If it's something I don't like, I just turn to the next one without saying anything--that's kind of a Japanese custom, to avoid discussing anything unpleasant. Even if I have no intention of buying anything, I always say I will come back, or I am still considering which one I want to buy, etc. White lies, but also quite common in Japanese society. Anyway, hearing all your horror stories makes me glad to be here!

  25. #25
    bokaba's Avatar
    Join Date
    Sep 2007
    Location
    Redlands, CA
    Posts
    3,317

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Their Apres could have been horribly degraded, but they should have known that.

    Quote Originally Posted by mr. reasonable View Post
    Guerlain Boutique at Harvey Nicks in Central, Hong Kong. Excellent, engaging and generous beyond the call of duty.
    Lane Crawford Pacific Place, Hong Kong. Knowledgeable, friendly and helpful.
    Escentuals at Tangs Orchard Rd. Singapore - great and the 'find your scent' session thing is a lot of fun.

    Luckyscent
    Perfume Shoppe
    AZL
    All good online retailers - AZL are very generous with repeat customers.
    Les Senteurs - not very hip at the online game - didn't bother acknowledging my email (with photo) when Amouage Attar had leaked.

    profumo.it - I feel like I'm getting a private audience each time round, really cool.
    Malle / By Kilian / Amouage all good.

    Pet peeve - the American companies who trumpet their 'online shopping experience' online (where else) and then don't ship outside the country, supposedly held ransom by the US postal service . . . well what about the US online stores that DO ship?

    Almost forgot: TPC - hall of shame for sending me a very expensive "Vintage Apres l'Ondee Extrait" that turned out to be lolly water with a vaguely Apres scent that disappeared within 20 minutes. I suspect they think they can get away with this sort of thing - I know what AlO vintage smells like and this was not it. Not even EDT strength. Shameful rip-off - this 'company' is off my list (and please don't start on the three perfume lovin' gals just trying their best thing - business is business).

  26. #26

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    TPC- Absolutely exceptional in my experience.

  27. #27
    N_Tesla's Avatar
    Join Date
    Apr 2008
    Location
    Center of the Universe; California.
    Posts
    4,599
    Blog Entries
    2

    Lightbulb Re: Wall of Fame and Shame: Good and Poor Customer Service

    My shopping encounters
    Good Customer Service: Luckyscent
    Poor Customer Service: Chanel.com

  28. #28

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    Let's not forget Lusciouscargo.com
    I've always had wonderful service from them.

    On the other hand I find it surprising to see the word "good" next to fragrancenet.
    I see a complaint about them every single day on the boards.

  29. #29
    Basenotes Institution
    Mimi Gardenia's Avatar
    Join Date
    Aug 2008
    Location
    Exactly Where I Should Be
    Posts
    16,437

    Default

    Adding

    The Reliable most of the time
    - The Perfumed Court

    Excellent
    -+1 for Accessories For Fragrance
    http://www.basenotes.net/threads/370...o-Profumo-Onda
    For sale. Carnal Flower and Vero Profumo Onda.

  30. #30
    AromiErotici
    Guest

    Default Re: Wall of Fame and Shame: Good and Poor Customer Service

    FragranceNet is the only retailer I can think of that I will never purchase from again. Shabby packaging and when I posted here on the boards a few years ago about a broken bottle that arrived because they didn't pack it correctly, they had their shills on my thread getting me extremely worked up plus sending me pm's.

    Never again in life.

Similar Threads

  1. Best. Customer. Service. Ever.
    By philmcphe in forum Male Fragrance Discussion
    Replies: 12
    Last Post: 2nd December 2010, 10:17 AM
  2. This is what I call POOR customer service
    By Papi_Chulo in forum Female Fragrance Discussion
    Replies: 10
    Last Post: 3rd May 2007, 07:33 PM
  3. Thank God for Customer Service
    By bebosky in forum Male Fragrance Discussion
    Replies: 3
    Last Post: 9th October 2005, 02:36 PM
  4. Thank God for Customer Service
    By in forum Male Fragrance Discussion
    Replies: 0
    Last Post: 1st January 1970, 01:00 AM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  



Loving perfume on the Internet since 2000