Olga K.

Never received my order -- USPS clearly misrouted my package to a wrong customer but FragranceX doesn't care, even though they have insurance on that package! They give me a runaround and won't tell me what will happen if USPS never finds my package (they actually made me open a case with USPS, even though they were the sender who paid for shipping). Their customer service reps are rude and standoffish, just want to end your call ASAP without resolving anything. The last one actually said "I can't tell you what happens during our follow-up process."
I am 99.9% sure I will never see my package or a refund.
Will have to file a claim with my credit card company.

Last time I ordered from their website my order arrived with 4 out of 7 ordered items missing. The box was so small that they wouldn't even have fit in there. I called Customer Service right away. The rep that I spoke to was very polite and respectful. She said she'd send a message over to the warehouse to have the incident researched and items replaced. She said I'd receive an email once the items were shipped. I waited for three more days and received no follow-up.

I called CS again and got a very unpleasant and hostile rep, who had a ton of attitude from the start. She first couldn't even find the information about my previous call in the system. After I gave her a reference number she finally found it and confirmed that the warehouse had approved the replacement and would be shipped soon.

I received the replacement items in about a week after. All together it took them over 3 weeks to fulfill my order. I got no apology in any form. Usually they sent me a $5 off coupon with each order. I didn't even receive that this time.

Need to mention that this was the second time this happened to me. I am never ordering online again.