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Thread: 99Perfume?

  1. #31
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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by Rosamundi View Post
    Hi y'all

    I live in the UK, but sometimes buy fragrances from the US.

    I saw something I am looking for at 99perfume(.com) at a reasonable price; however their international shipping rates are very expensive compared to other companies I have used, which means that it simply is not worth my while to buy from them.

    So - I sent a brief, polite email, asking if they might consider revising their rates, & suggesting that this might increase their international custom.

    I got an email back which was extremely rude & nasty.

    It was unsigned, but ended "Why are you wasting both of our time"?

    How horrible & uneccessary is that?!

    I feel rather upset, & find it rather wierd! (I was only giving feedback, which they can do with as they wish. There is nothing personal about it).

    I don't know what kind of experience others have had with this company.

    Needless to say I would not now touch them with a bargepole even if their shipping was free

    Copy and send the thread to 99perfume.com in text form, not just the link. Make sure they know how you feel about how you were treated, and that you have exposed those feelings to hundreds of hardcore online fragrance buyers. Screw bad service and nasty online companies. Make noise.
    Last edited by kbe; 3rd December 2009 at 07:59 PM.
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  2. #32

    Default Re: Abusive response from 99perfume .com!

    @ GourmandHomme,

    Most companies that I know use "Postage" "Delivery" or "P&P" to mean the charge for postage & packaging etc... etc...

    It is pretty clear to anyone who orders stuff domestically or overseas on a regular basis what a realistic & fair charge for this looks like.

    Very occasionally extortionate "Handling" charges are slapped on top of this at point of delivery (in addition to any taxes charged). It amounts to a ransom on one's goods.

    I think it is a rip off.

  3. #33
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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by Rosamundi View Post
    Hi y'all

    I live in the UK, but sometimes buy fragrances from the US.

    I saw something I am looking for at 99perfume(.com) at a reasonable price; however their international shipping rates are very expensive compared to other companies I have used, which means that it simply is not worth my while to buy from them.

    So - I sent a brief, polite email, asking if they might consider revising their rates, & suggesting that this might increase their international custom.

    I got an email back which was extremely rude & nasty.

    It was unsigned, but ended "Why are you wasting both of our time"?

    How horrible & uneccessary is that?!

    I feel rather upset, & find it rather wierd! (I was only giving feedback, which they can do with as they wish. There is nothing personal about it).

    I don't know what kind of experience others have had with this company.

    Needless to say I would not now touch them with a bargepole even if their shipping was free
    If that is how they responded, they do NOT deserve your business.

  4. #34
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    Default Re: Abusive response from 99perfume .com!

    The short-hand abbreviation of shipping charges varies from country to country i've noticed, but they all means the same thing.

    P&P (British) - Packaging and postage
    S&H (US) - Shipping and handling
    Gas = Petrol
    Cigarette = Fag
    Parking lot = Car Park
    Potato chips = Crisps
    French Fries = Chips
    etc etc

  5. #35
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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by GourmandHomme View Post

    As a BNer selling something to each other, I probably will waive this "handling cost". But if I were running a mail order perfume business, I will factor that into my cost.
    The inclusion of 'handling charges' into the original price for an item is certainly OK. It is up front and obvious. To not do that and add it at a later point in the sales process is at least questionable. It would appear to be an attempt to hook the buyer into a "oh what the heck..I have gone this far so I will just buy it anyway" frame of mind. Online discount stores that discount items to any extent and then in effect reap additional profit beyond excess shipping charges (which are usually more than the actual postage/carrier charges paid by the buyer) are hoping the buyer isn't savvy enough to realize the total costs to be not a good deal and then quit the purchase before committing.
    Last edited by kbe; 4th December 2009 at 05:25 PM.
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  6. #36

    Default Re: Abusive response from 99perfume .com!

    That is a quite a few bad experiences listed there.
    I haven't bought from 99 perfume for a couple of years but about 2-3 years ago i ordered several times and actually had noticably good customer service. They made an international call to clear up a question about my order, and were very helpful.
    "Don’t try to be original. Be simple. Be good technically, and if there is something in you, it will come out. ” - Henri Matisse.

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  7. #37

    Default Re: Abusive response from 99perfume .com!

    To all loyal Basenotes Community members and valued 99Perfume.com customers who view this thread:

    On behalf of the entire team of 99Perfume.com, we would like to offer our sincere apologies to Mr. Rosamundi as well as anyone else who might have taken offense in regards to the email exchange with Mr. Rosamundi.

    We are now aware of the email exchange that occurred between Mr. Rosamundi and a temporary employee that we had hired to meet the demands of our holiday rush and increased volume of business during the season. We work hard to ensure that your shopping experience is completely satisfying and enjoyable, which is why extra help was hired to assure that all emails are answered in less than 24 hr timeslots. Along with great selection and prices, our number one concern is offering superior customer service and our staff is here to serve you. Disrespect to the public and unprofessional behavior is not tolerated in our company and not reflective of our code of ethics and normal business practice. The temporary worker that was involved during this email exchange has been sternly reprimanded and released from all duties involving direct customer contacts until after the holiday season when the employment contract expires.

    We are aware that some consumers may evaluate our shipping fees to be expensive, particularly if one is comparing our fees to others. We value and appreciate our loyal international customers and we are genuinely empathetic to the cost involved of insured delivery, which is the primary reason for elevated shipping rates. Our international shipping fees are all inclusive of surcharges, customs, duties, and VATs (international taxes), unlike our competitors that dully note under the fine print that the customer might pay the importation duties and taxes. Fifty percent of our international shipping fees are comprised of these prepaid costs.

    Our customers can always be confident of their orders arriving undamaged, worldwide, in approximately 7-10 business days from the time their order is processed. Other companies advertising less expensive rates, advise their customers of 3-4 weeks to anticipate delivery of their package without any tracking details, whereas our packages are tracked from the day they are shipped out of our facility.

    While not the best of circumstances, we appreciate the opportunity given to clarify any questions and issues regarding our international shipping fees and business practices. We are often asked why there is such a difference in pricing compared to our competitors shipping fees. We hope that this has provided some insight and explanation to the shipping fees that we pay due to proper declaration of the hazmat goods along with the duties and taxes that are charged by the local government in your designated countries.

    Our company has been in existence since 1995 and has served hundreds of thousands of customers to date. We try our best to give the most optimal service we can to all our customers, however on occasion, we all make mistakes as we are all humans. We will however always keep trying in improving ourselves to offer superior service, extensive variety of products, and better pricing.

    We truly appreciate our loyal and prospective customers, both domestic and international and simply ask that you give us another chance. Finding good customer service with integrity is hard to get these days, which is why we take pride in treating others in the same manner as which we would like to be treated--with dignity and respect. We truly apologize for this isolated incident in which those standards fell short of our intentions and one's reasonable expectations.

    As an extension of our apology, we would like to offer an exclusive 15% Off Coupon to all Basenotes viewers from 99Perfume.com with coupon code: BASE15 , which will expire on December 31, 2009. The discount is intended to offset a portion of the international shipping fees for your holiday gifts and as usual all orders are guaranteed before the holidays, observing all shipping deadlines. Kindly enter the coupon code: BASE15 in the discount code field of the secured online order form.

    Once again, we apologize for any inconvenience/misunderstandings we might have caused and hope that we can be given another chance to make amends.


    Thank you,
    Sincerely,

    Nick Kakar
    President
    EPI Enterprises, LLC
    99Perfume.com
    Last edited by Nick K; 4th December 2009 at 03:16 PM.

  8. #38

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    Default Re: Abusive response from 99perfume .com!

    Glad to see that it's rectified! Thanks for the clarification

  9. #39

    Default Re: Abusive response from 99perfume .com!

    Whilst it is nice to get an apology, I would suggest that the large number of bad experiences stated above show that this is far from an isolated incident.

    On the subject of shipping expenses - a flat rate is charged for international deliveries.
    This can hardly reflect the differing taxes that would be incurred depending on the value of the fragrance.
    The item that I was looking at was below the tax threshold in value; therefore no tax would have been due on it, yet the same charges would still have applied.

    It seems rather disingenuous to say that most companies offering more reasonable rates for delivery do so because they are dishonest in filling out the customs labels. This may be the case on occassion - however it is not my experience - & it's quite an accusation.

    Based on the feedback of my fellow basenoters & my own unpleasant experience, I will still be avoiding this company.

  10. #40

    Default Re: Abusive response from 99perfume .com!

    Dear Rosamundi,

    While nobody can force anyone to do anything they do not desire, that was not the reason to our reply. Our reply was simply to clear the misconception about our international shipping rates. All fragrances are considered hazardous according to the department of transportation and every hazardous material incurs a very high charge in order to be shipped out Air (express) to any country outside of US and Canada regardless of size.

    Department of Transportation acts the same for all carriers and all companies, there are absolutely no exceptions to this rule. Every US company has to pay a Value added tax on goods along with other customs charges they are officially "selling" to consumers in other countries and there are no exceptions here either.

    If you really need more information on how our industry is supposed to ship out goods, please visit: http://www.dot.gov.

    Our shipping charges are not different for every item as we carry over 12,000 designer fragrances, it would be close to impossible for us to give customers that many individual shipping options. Our shipping rates are based on average that we pay for every package that we ship internationally. Please do keep in mind, we ship our packages in express by air, therefore our delivery times are also much faster and you do not have to wait 3-4 weeks in order to receive your goods.

    While I cannot address every other issue in this forum, I would still like them to be addressed. Please visit our website and fill the contact us forum at http://www.99perfume.com/pages/cservice/contactForm.htm and I will personally make sure they are addressed.

    Being in the business for over 14 years, we are not trying to loose customers, but to gain them. We are not blaming anyone for how they do their business, we are just trying to do ours.

    Thank you,

    Nick Kakar
    99Perfume
    President
    Last edited by Nick K; 4th December 2009 at 03:17 PM.

  11. #41

    Default Re: Abusive response from 99perfume .com!

    As an apology and straightforward approach which sounds sicere and rings true, that works for me. I have never had a bad expeience with this company though..
    "Don’t try to be original. Be simple. Be good technically, and if there is something in you, it will come out. ” - Henri Matisse.

    "Wear R de Capucci" - Hirch Duckfinder

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  12. #42

    Default Re: Abusive response from 99perfume .com!

    I've never placed an order with this company in over 100 bottles I've purchased online due to the bad press I've seen on this board.
    Based on thier response in this thread I placed an (domestic) order and I'll report back how it goes.
    Last edited by PorkFat; 4th December 2009 at 07:16 PM.

  13. #43
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    Default Re: Abusive response from 99perfume .com!

    Wow, that's good response. %15 off? Very nice & taking the time to write shows real class. I'm impressed.
    Currently wearing: Truth or Dare by Madonna

  14. #44

    Default Re: Abusive response from 99perfume .com!

    That response works for me. At least they are trying to please the customer!
    Trying to make the world a better place, one sniff at a time

  15. #45

    Default Re: Abusive response from 99perfume .com!

    It's admirable that the president of 99perfume.com took the time to enter this thread and leave a detailed response and apology. Or maybe it's communications/marketing department on behalf of the president...either way it is a nice gesture from the company. I think that speaks more about the company than one bad apple answering emails poorly. Some people just aren't meant to be in outward-facing roles.

    While I do admire the gesture, I still wonder about the volume of bad experiences posted here.
    Last edited by LiveJazz; 4th December 2009 at 07:14 PM.
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  16. #46

    Default Re: Abusive response from 99perfume .com!

    I'm not so convinced that this apology shows "real class" so much as a desire not to loose custom.

    For a few reasons I would be surprised if whoever wrote the offensive email to me was a temporary employee.
    Among these are that they went into some detail about shipping charges, profits etc... & were clearly informed about the company, coming across as someone in a position of some authority (as well as being overwheening, patronising & unpleasant). The email was not signed, & so I will never know.

    It also seems from what others have posted above, that rudeness & what scentimental describes as a "disrespectful, antagonistic & dissmissive attitude towards their customers" (scentimental - I really get that feeling too; & it was not nice), is a reccuring event, & within the culture of the company, rather than having been an isolated event.

    I am aware of shipping regs. & so forth.

    99perfume can decide how they wish to charge for postage etc...

    There are other companies who do things differently but without infringing any legislation.

    And there are plenty enough decent, pleasant etailers out there.

    For the time being I'm sure 99perfume will try to take care with Basenotes orders bearing the discount code, because they want our money & our custom.

    I'd just advise folks to beware

    & I'd suggest to Mr Kakar that if he truly wishes to address concerns expressed in this thread, that he could take the trouble to read back through it & address the issues raised.

  17. #47

    Default Re: Abusive response from 99perfume .com!

    @ LiveJazz

    They may be quite a small company.

    Who knows?

  18. #48

    Default Re: Abusive response from 99perfume .com!

    Well, I've just ordered some gifts at a very good price, despite the high shipping costs, and will report howe it goes.
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  19. #49

    Default Re: Abusive response from 99perfume .com!

    Hmm, seems like all this time complaining--past the initial post--could have been spent shopping for perfumes on websites one does enjoy... :wave: (ducks and then runs quickly out of the room)

  20. #50
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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by cestrenee View Post
    Hmm, seems like all this time complaining--past the initial post--could have been spent shopping for perfumes on websites one does enjoy... :wave: (ducks and then runs quickly out of the room)
    Welcome to Basenotes 'cestrenee'. What a great first post..I wonder what your 99th will be about.
    Last edited by kbe; 4th December 2009 at 09:04 PM.
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  21. #51

    Default Re: Abusive response from 99perfume .com!

    Aw, don't be too hard on me. I'm sorry for the experience Rosamundi had, even though the ridiculous, over the top response of the 99perfume employee is kind of funny (NOT what happened to Rosamundi). I just imagined some Borat character doling out perfume 'tude. Sometimes we have to learn, laugh at these things and move on.

  22. #52

    Default Re: Abusive response from 99perfume .com!

    I'd like to say thankyou to 99perfumes' Nick K for showing up on this thread, announcing who he is and trying to deal with the situation in an open manner. Many, many companies would sign up under a false name, and try and defend the company while claiming to be an unaffiliated party.

    I've no previous experience with the company to comment on, but for that I say 'well done'.
    Currently wearing: Gardénia by Chanel

  23. #53
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    Default Re: Abusive response from 99perfume .com!

    Shipping is outrageous now depending on the distance, it cost me over $10 priority mail to CA from the East coast last week for one insured fragrance! It didn't even have delivery confirmation.

  24. #54

    Default Re: Abusive response from 99perfume .com!

    For the order I just placed, I payed $6 shipping and the 15% simply removed that shipping amount from a $33 fragrance. I've already received a UPS tracking number for my order and it will be here on the 10th. I wonder if by using that discount code, we identify who we are and will probably get priority processing until that coupon code expires. Get in while the gettin's good I guess. We'll see what happens when the fragrance comes in.

    Their prices without the discount aren't very competitive. But like all places, their prices are low for some things and high for others, seemingly random.

  25. #55

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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by beachroses View Post
    Shipping is outrageous now depending on the distance, it cost me over $10 priority mail to CA from the East coast last week for one insured fragrance! It didn't even have delivery confirmation.
    You gotta use the priority flatrate boxes or you get boned.

  26. #56

    Default Re: Abusive response from 99perfume .com!

    Dear Mr. Rosamundi,

    I would love to address these issues here, however I would need to know whether the people who have issues do want to share their personal information on a public forum. I'm sorry, but that is not your call. I have addressed your issue as it didn't need me to look up anything on our system, but I would need theirs in order to let them know what happened specifically to their orders.

    In general, without asking any personal information, I would like to say however that all perfume orders from 99Perfume are processed within 1 business day after you have placed the order. 99Perfume carries all fragrances in stock unlike other companies that tend to dropship items from other vendors, and therefore 99% of our packages are delivered before time and as promised.

    All orders get processed within 1 business day and shipped out the next, however if UPS and Fedex are observing a holiday for Thanksgiving on Thursday and Friday, your order is bound to get shipped out on Monday. Our Ground orders are delivered in 5-7 business days and I can assure you that even counting the holiday time generally, your orders are all delivered within the given time frame.

    All orders are only charged when we have the product in stock, and as you see at http://www.99perfume.com we mark all items as in stock or out of stock. Our system does not process orders for any items that are out of stock and the website does not let you move forward with purchasing an out of stock item. The only case that might have happened is we have our last piece left, which was marked damaged, but shown still in stock in the system. At this point a substitute is offered at a high discount or a full credit is given back to the customer. This only happens on a very rare occasion. We treat our customers the way we would like to be treated as customers anywhere else.

    All out of stock items are marked out of stock in the website with a notify me link that asks you if you would like to be notified once the item is back in stock. Many of our customers love this feature on our website, which automatically sends an email to the customer once the item does come back in stock. We have created this industry standard for many perfume companies to follow and have this feature started on their websites as well.

    I would need to get more details on the item prices being raised, as to my knowledge our 10% off coupons generally work as a standard coupon which deducts from your regular item price.

    While I would love to be on this forum more often, I will not be able to communicate any more in this month as you may all very well know that we have to assure that all our perfume orders are processed and delivered on time for your holiday gifts.

    I thank you all specially Mr. Rosamundi for giving us the chance to explain our issues and getting us in the spotline of basenotes.  Wish you all a very pleasant holiday.

    Sincerely,

    Nick Kakar
    99Perfume
    President
    Last edited by Nick K; 5th December 2009 at 01:40 PM.

  27. #57

    Default Re: Abusive response from 99perfume .com!

    I own two, and soon 3 online businesses. While Int'l shipping rates may seem high, I think sometimes folks don't understand the cost involved. Understand, please, I cannot ship anything overseas for under $22.50 with delivery confirmation which protects me should the customer not receive the item. This is for a product under 1 pound (US), anything, even a minute amount over 1 pound (most fragrance bottles) makes this jump to 2 pounds, as per every shippers policy, including US Mail. Making the shift from 1 to 2, or even three pounds, substatially increses cost. As I have experience setting up shipping modules to run my sites. It is next to impossible to cover every instance without losing money on a sale. For example, a buyer recently bought several inexpensive items (10) from one of my stores. Since shipping modules can only be set up under cost or weight (and with hundreds, even thousands of items, shipping by weight is impossible to set up without weighing the individual items) I had to eat the shipping weight of 4 pounds, because the total was under $100.00 and my module (any module) cannot be set up both ways)
    While 1st class Int'l can be used, it does not protect me if the item "gets lost", no matter the reason.
    Certainly, I do not think this business owner is answering emails with such vigor. We are in business to complete transactions, w/o losing money.
    With the global economy the way it is, and ebay competing for our business, it is damn hard to make a buck. When I order folks to handle my seasonal glut of orders, I can never actually control their messages, regardless the training. I promise you, this rep is not answering emails anymore, for just this reason.
    Pay for your items with paypal if available or a credit card to cover yourself. Also please unedrstand, we are not trying to 'gouge' customers for shipping. Neither can we give things away because folks think shipping should be more reasonable. I also buy most of my personal items and fragrances online. Perhaps, if you are willing to chance it, you could have a trusted member buy this item, and ship it to you w/o guaranteed delivery.
    I ask you to give this seller another chance. Offering a 15% discount is so close to margin, he may just break even, or write it off as doing good business.
    I hope this helps buyers to understand the business position. I understand both sides as I spend considerable money online. The email you got back is unacceptable to be certain, however, I do not think this is their standard practice given the response.

    I will also try ordering from this seller and report back.
    Last edited by mi-hooked?; 5th December 2009 at 02:30 PM.
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  28. #58
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    Default Re: Abusive response from 99perfume .com!

    Although I think it was a stand-up thing for Nick K to come online and try to rectify things, I'm still concerned about the experiences Scentemental had re: ordering hard to find scents from 99perfume only to get notified later that it was out of stock. I've had this happen before on other sites. I'm especially concerned because just a day before I saw this thread, I purchased a bottle of Davidoff (a dc'ed scent from 1984) from 99perfume, and I have to wonder if I'm going to get the same problem. Even if I get my money back, it's still infuriating. If this happens, I can assure you that I will report it here, and will never again purchase from this site.

    I'm crossing my fingers.

  29. #59
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    Default Re: Abusive response from 99perfume .com!

    I just took a look at my confirmation email for my order. It implies that my order has shipped, but does not actually say whether it has. When I go to their site to track the order, it says there is no information (the site does say it can take 24-48 hours for the info to go on the site). My confirming email lists my billing address, but there's a blank on the part that is supposed to contain my shipping address. We'll see what happens in the next 24 hours. I'm not feeling too good about this.

  30. #60

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    Default Re: Abusive response from 99perfume .com!

    Quote Originally Posted by shamu1 View Post
    I just took a look at my confirmation email for my order. It implies that my order has shipped, but does not actually say whether it has. When I go to their site to track the order, it says there is no information (the site does say it can take 24-48 hours for the info to go on the site). My confirming email lists my billing address, but there's a blank on the part that is supposed to contain my shipping address. We'll see what happens in the next 24 hours. I'm not feeling too good about this.
    What are you so worried about, this site has been around forever, I've ordered (along with thousands and thousands of people) and had a good experience and you're worried? Are your billing and shipping addresses the same? Is this the first time you've ever ordered something off the internet (in regards to your concern about the delay in shipping information)? I swear half of the population on this forum is posting from a nursing home sometimes.
    Last edited by albumleaf; 6th December 2009 at 04:03 PM.

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