Paul C.

I decided I would treat myself this month by topping up my aftershave collection.

I then came across Fragrance Direct.

Usually I buy my aftershaves from The Perfume Shop and after this experience I will continue to do so.

Browsing through a somewhat cumbersome user interface I selected the aftershaves I wanted. My total bill came to around £280.00 and I opted for their next day delivery service. I did not give two thoughts to the amount spent as it seemed like a good deal.

My order was placed at around 13:30 on Friday 5th July.

By around 16:00 on Saturday 6th July my delivery had still not arrived.

I called the customer service department and was told that due to the high-value of my order and being a first time customer my order was placed on a "list" to be vetted for fraud concerns.

What angers me is my order was taken, money left my account and a confirmation email was received shortly after the transaction took place however Fragrance Direct by placing me on this "list" knew they would be unable to fulfil their contractual obligations to me by ensuring the products were delivered within specified time-frame.

I therefore wasted an entire Saturday waiting in doors for a delivery which I had paid an additional premium for to arrive on that day which Fragrance Direct failed to honour.

Nobody from the company attempted to contact me after my order was placed to a) highlight any concerns b) request the necessary information so that my order could be completed c) to advise me that the delivery would not be happening on my desired date and d) offer an apology.

I was simply left in the dark believing my order would arrive which I consider very bad practice.

I have no problem with a company requesting further information as a safeguard against fraud. I welcome it so long as it is communicated accordingly and does not impair my purchase.

From,

An extremely dissatisfied customer