Fragrance Fractions Avis 

Réponse de Fragrance Fractions

21 mars 2024

Hey Ben,

Thank you for reaching out and sharing your feedback with us. We're truly sorry to hear about your disappointing experience with your recent order.

We understand that waiting for the 21 working day period before initiating a claim for a lost item may seem inconvenient, and for that, we sincerely apologize. It's important to note that this information was available at the time of purchase, as we aim to provide clear and transparent information about our processes to set the right expectations from the onset.

Our policy is designed this way because, in our experience, just 1 in 1000 orders fail to deliver within that 21 working day period, and indeed it seems this order was no exception given you state you have been able to assess our packaging.

Once again, we apologize for any inconvenience caused, and we truly appreciate your understanding. If there's anything else we can do to address your concerns or if you have any further questions, please feel free to reach out to us. Your satisfaction is our top priority.

Best regards,

Sydney C

Réponse de Fragrance Fractions

29 févr. 2024

Hi Christopher,

We appreciate your feedback and apologize for any confusion that may have arisen. It appears there might still be a misunderstanding regarding the replacement process for the faulty sprayer.

To clarify, our intention was not for you to repair the item, but rather to swiftly address the issue by sending you a replacement sprayer to swap with the faulty one you received. We do advise against attempting to repair items as this can lead to wastage such as that which occurred prior to your first contact. This advice is outlined in our Faulty or Damaged Goods section here:

https://www.fragrancefractions.co.uk/returns/

We understand your frustration, and we want to assure you that our commitment is to resolve such issues promptly. We responded to your initial request within two working days and dispatched the replacement part on the same day. We aim to make the process as seamless as possible for our customers.

Regarding your concern about removing the sprayer, please remember we're here to help at all times. Unfortunately you discarded the item before contacting us and we were unable to guide you through the process. We want to emphasize that we would not ask customers to do anything challenging, and our customer support team is always available to assist.

If you ever encounter difficulties with our products or those of any other company in the future, please don't hesitate to reach out for assistance. We're here to help and ensure your satisfaction. We genuinely regret any inconvenience caused and appreciate your understanding.

Thank you for choosing Fragrance Fractions, and we hope you continue to enjoy your fragrances.

Kind regards,

Sydney C

Réponse de Fragrance Fractions

9 janv. 2024

Thank you for taking the time to share your feedback with us. We're thrilled to hear that you appreciated our diverse product selection and found the ordering process straightforward.

Regarding the delivery, we understand the importance of prompt service, but in this case it's worth noting that you placed your order on the Friday before Christmas, a time when postal services can experience higher volumes and occasional delays.

We're pleased to inform you that despite the holiday rush, your order was successfully delivered to your location on the 28th, which was just the second working day after your order was placed. We appreciate your understanding during this busy period, and we're glad that Royal Mail was able to ensure a timely delivery for you.

Thank you for choosing us, and we look forward to serving you again in the future.