Vette M.

Update on my most recently updated review:

Let me begin by first giving this company credit for their service, within the almost past two years that I have done business with them.
I must admit that I was definitely pleased with not only their products, but their customer service as well. I never experienced an issue, until my last two purchases; in fact I only purchased fragrances from them at that time.

Now, to the present-
Last month I purchased a bottle of perfume (as a "tester", but still considered "new", and "unused", as guaranteed by the company).
Not only did the fragrance arrive USED, (as seen evident by the volume of perfume that was in the bottle; and no, there were not any leaks in the box, as they claimed could possibly be the reason for the missing amount of perfume), but the bottle also presented in rather disgusting conditions; there were fingerprints and a crusty food-like substance all over the bottle.

I emailed them during this time, and expressed my disgust, while they of course tried to insist that it was a "brand new bottle, and never used", and then they finally issued me a $10 off gift card. I didn't feel that this was a good enough resolution given the terrible conditions of the bottle that was sent to me; (even though it was discounted, as all of their products are)- Therefore, at that time I simply decided to no longer do business with them.

Fast-forward to a couple of weeks later, after receiving deals from them, which included emails full of discounts, etc., I decided to give them another chance, and I purchased another bottle of perfume (YSL Libre). As with the previous purchase this was also a "tester" bottle, but "without the YSL box." No problem there; understood.
However, I was completely shocked that I received yet another bottle of perfume on that day, which also presented in poor conditions.

Not only was the perfume bottle not in a standard box (as testers come in), but it was placed in a bubble wrap styled small envelope, and when I took it out of the envelope, the bottle was terribly hot! Obviously damaged by the heat at this point! In ADDITION to that issue, the perfume was not what I am accustomed to. On the inside, there was white substance floating inside of the bottle! Not just one article of unknown substance, but mannnyyyy! For a minute there, I thought that I had a snowglobe. I had never seen white particles floating inside of a parfum bottle before. Never.
At the bottom of the bottle, there was also this orange substance in the very corner of the bottle. Some type of strange looking liquid matter. Dark orange. Something else that I have never seen in a parfum purchase.
It is obvious by the photographs provided, that it certainly does NOT belong in a parfum bottle.

When I was turning the YSL snowglobe upside down to check the code- why was the liquid inside of the bottle turning into bubbles? Oily-like bubbles! - I have never seen such a mess! YSL wasn't anywhere located on the bottle, not even on the bottom, not even Paris, France. I have never received a tester bottle of parfum, that never had at least some detailed information on the bottom; besides a small sticker with a code on it.

Disappointed you ask?! Beyond.

(Another update and edit here as well):

I called them twice, left messages- no response. I left 2 emails, IN ADDITION to the already 4 emails that I had left the company the past 3 days, regarding the whereabouts of my package. They have IGNORED ALL of my messages! Even the ones from today!

Updated on 6/12/22

I decided to send one last email to the company from a different email address, and when I did so, a representative from the company (perhaps the owner, I am not 100% sure) responded to my email, and apologized for my poor experience.
He also informed me that the company in fact did respond to all of my emails, as he also shared with me each email/reply. We both realized that somehow I was not receiving the replied messages from the company. I was receiving other Fragrancebuy information (discounts, new fragrance alerts, etc.), but I had not received any of their replies, and I must admit that they did in fact respond to each of my emails. (I did also check my "spam folder" as he had suggested, and the emails were not there either). So, we can't figure out what happened regarding the emails.

I cannot fault the company for that error, and must say that they continue to exhibit great customer service, as seen evident by the positive communication that I have had with the most recent representative.

Now with that being acknowledged, I still cannot deny or ignore what they sent me on two different ocassions. Neither bottle of parfum should have ever met inspection, and received approval for the product to be sent to a customer. Never. If I wanted to give either bottle for a gift, I would not be able to do so; due to each bottles poor conditions and overall presentation. I would be embarassed to give either to any person as a gift, and they should have been embarassed to ship the parfums to their customer.

I returned the parfum on Friday, and I was informed by the same representative that they had already processed a refund for the purchase.
Again, great customer service!
However, I am not pleased with my last two experiences, and frankly I never will be, and it is unfortunate, because I sincerely did enjoy doing business with Fragrancebuy for the past almost two years.

Completed edit on: 6/12/22

First let me preface this complaint and review by saying, I had no idea that Steve Madden had such a poor reputation until seeing their low rating on this site. So my complaint they should be used to!
I will never again purchase items from this company. Not only did they send me a damaged and flawed boot; which they were fully aware of when they sent it to their customer, but their communication, and customer's service skills is absolutely horrible!
First of all, upon opening the box of boots(which I purchased two pair), the boxes presentation with the damaged boot was a bit suspicious. The boot that was not damaged was placed inside protective plastic. The boot that was damaged with black ink spots, was NOT in a protective plastic, and simply just thrown carelessly in the box. I thought that was strange in the beginning. Once I pulled the one boot out of the box, I immediately saw that there were black ink spots on the boot- but you see, because the boot is patterned, this company figured that their customer would NOT notice the flaw, and decided to send the damaged boot to their customer anyway. I noticed IMMEDIATELY.
I immediately contacted them. They gave me the run-around. They then stated that the boot was no longer available. They offered to take off 20% of a boot with obvious block ink spots on it. For almost two weeks I have been back and forth with this so-called business. There was a new employee responding to my emails each time. I always end my emails with "Mrs."- and they continued to address me by my first name, EVEN after I requested that they honor my request, and exhibit a professional behavior, other than the casual, laid-back, and nonchalant attitude that they were projecting.
I then agreed to have a replacement boot sent, however, they requested that they receive the damaged boots first, and that if I went over the "15 days"(keep in mind during a pandemic, and the holidays; which could prolong the shipping process) that they allowed to return the item, they would charge me for another pair of boots. Ridiculous! I then told them to just apply the discount instead. The very next day I received an email that I had purchased ANOTHER PAIR of boots from them! I had NOT. Keep in mind they said that the boots were no longer in stock, and that I would have to wait until January 11th, in order for a possible replacement. Now, if I had known that they were actually going to have sense and send the replacement boots in a timely manner(1 day later than our communication, instead of January 11th), I would have decided on the replacement boots without a doubt. I then emailed them and informed them of their mistake, and from there it went even more downhill. They presented as confused, unprofessional, and hard up for a pair of boots which were on sale.
They had preferred to lose a customer, than to send the boots beforehand, and perhaps take a loss. I informed them of this too.
The worst company of 2021!
Do not purchase your shoes from Steve Madden. The business SHOULD be closed down; expeditiously.