Fragrancedirect

Unacceptable

I will let you just to see this refined piece from the friendly Fragrance Direct "Customer Service" Team

"Frankly I am not interested in whether you are DEMANDING identical products or not but I do not come to work to be sent abusive and rude messages, you have been refunded and your remaining items are on the way. If items are out of stock, they are out of stock and there is nothing we can do about that.

Please check the Terms and Conditions when ordering online in future to avoid future problems you will find that we have acted in accordance with these.

Please do not bother ordering from us again your account has now been closed, we do not tolerate abusive or rude behaviour.

[name removed]

Fragrance Direct

My answer:

Hi [name removed],

This is why I am not going to order from you again:

1st: As Customer Service Manager you should know that communications have to be sent to customers in the proper time and COMPLETELY, specifying ALL the information the user has to know and comprehensive reasons to understand the decisions made. Why did you send me a letter telling me an incomplete replacement order had been sent and, after a while, another one telling me the reason why? Is it my fault you have failed to provide proper, complete and in time information? Why do you blame me for being rude when you have not done your job? Do you know how to do it properly?

2nd: After having said in proper and perfectly understandable English I did not want a money refund, why did you send me (or any other person from the info account) a mail telling me exactly the contrary? Have you checked that the information management in these cases have been properly conducted? So, why do you blame once again for being rude when you have given me all the reasons to be angry with you?

3rd: Do not tell me who is abusive now. You, as provider of a service, always have to keep the courtesy and manners and me, as the customer, I am in the right to DEMAND whatever I want to after 21 long days waiting for products and after receiving a very disappointing service.

4th: Frankly, you have demonstrated, at this very moment why any customer should not buy from your page. Not only you lost the temper but you did not have the humility to recognise your mistakes through the process and make the most of a negative situation.

Ángela.