Fragrancedirect

Poor Customer Service

I ordered Eurphoria 30ml spray from this company on 10 Dec using the Fragrance Direct web site and paid with my credit card. This spray retailed at £30 in Boots but was substantailly cheaper with FD at £26.94. The price included standard delivery via Royal Mail.
I received the order on 15 Dec, unfortuantely they had sent XS for men, unhappy I immediately phoned Fragrance Direct and spoke with a [name removed] on customer support. Firstly, I wasn't offered an apology, but told to return the item for a replacement. It was only after I queried postage cost returns was I offered a refund of my postage, I also mentioned as it was now close to Christmas as a goodwill gesture if the item could be sent by next day delivery with FD covering the charges for this. This was also agreed, I then reiterated what had been discussed by a follow up email. The call had been made from my workplace and as I work in call centre, this had automatically been recorded.
I then received an email from [name removed] on customer support denying any agreement of next day delivery as Royal Mail (she claimed) had suspended this service prior to my placing my order. I checked with Royal Mail (both on their site and direct through my local sorting office) and Royal Mail informed me this service was still available but they simply were not guaranteeing next day delivery by 1pm due to adverse weather conditions. I live in the same county as Fragrance Direct.
My advice is to be wary of Fragrance Direct, on a plus they offer cheaper fragrances but customer support was lacking when needed. Retuns procedure was poor, advice wasn't forthcoming and delivery information was not consistent with Royal Mail. I did, however receive a refund for my postage costs in returning the incorrect item and the correct fragrance arrived Christmas eve.