Perfume Hut Avis 141

Réponse de Perfume Hut

Actualisé il y a 14 heures

We strongly dispute the claims made in this review and would like to clarify the facts.

Your order was dispatched in two parts due to a short delay with one item. Following your initial review, we proactively contacted you via WhatsApp, provided full tracking details, and kept you updated throughout.

One parcel was sent via Evri and marked as delivered with photo confirmation. The second parcel was sent via Royal Mail, with tracking shared the same day it was dispatched. As the delivery query relates to the Evri shipment, we correctly advised you to contact the courier directly, as they are the only party able to confirm the delivery location or carry out an investigation.

The statement that there was “no communication” is incorrect. We responded to your messages and provided updates at each stage. However, due to the use of abusive and inappropriate language towards our team, we made the decision to cease communication.

We also reject the suggestion that we are a “dodgy business.” We are a legitimate company and, like many online retailers, may utilise third-party fulfilment services to ensure efficient delivery.

We remain willing to assist in resolving this matter appropriately. Please contact us directly through our website if you wish to proceed in a respectful manner.

Kind regards,

Réponse de Perfume Hut

20 avr. 2026

We’re sorry to hear you feel this way, but we’d like to clarify the situation.

The delivery timeframe for this item is clearly stated on the product page as 2–3 weeks, which your order was still within. We also responded to your messages and provided tracking details showing the parcel was in transit.

We understand waiting can be frustrating, however multiple emails sent in quick succession can sometimes make communication less efficient. As confirmed by the tracking, your order has now been successfully delivered.

We always aim to be transparent with our delivery times and provide updates where possible, and we’re glad your item has now arrived.

Réponse de Perfume Hut

20 avr. 2026

We’re sorry to hear that you feel this way, however your review does not reflect the full situation.

Following your initial email, we responded promptly and provided clear evidence from the product listing confirming that the incense burner is USB-powered, as stated in both the description and “what’s included” section. After this was clarified, we requested images to confirm the item’s condition for return eligibility, which were not provided.

You then chose to open a case via PayPal, where we fully cooperated and agreed to the return. At present, the item has still not been returned to us.

We always aim to resolve matters fairly and transparently, and we remain happy to process your refund as soon as the return is completed in line with our policy. If you would still like to proceed, please follow the return instructions provided or contact us directly so we can assist further.

Réponse de Perfume Hut

26 mars 2026

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

We would like to clarify that your order was processed and dispatched from our premises, and tracking details were provided at the time. Following your request to cancel after dispatch, we arranged for the parcel to be recalled with the courier, which can take time to complete and return to us.

We understand that Royal Mail tracking did not update as expected, and we appreciate how this may have caused confusion and frustration, particularly given the time-sensitive nature of your order.

As outlined in our policy, cancellations requested after dispatch may incur associated costs, including courier charges for recalling parcels already in transit.

However, as a gesture of goodwill and to bring this matter to a close, we have now issued a full refund, including the previously deducted amount.

We are also reviewing this case internally with our delivery partner to help prevent similar issues in future.

We apologise again for the inconvenience caused and appreciate your feedback.

Réponse de Perfume Hut

12 févr. 2026

Thank you for your review, Christopher.

We’re sorry to hear you believe your order hasn’t been received.

Having checked the tracking information for your order, Yodel confirms the parcel was delivered on 12 February at 11:40am to the address provided at checkout.

We have also carefully reviewed our inbox and unfortunately cannot find any emails from you, so we sincerely apologise if your message didn’t reach us.

As the courier has marked the parcel as delivered, this may be a case of it being accepted by someone at the property, left in a safe place, or a delivery error. We have contacted you directly so we can investigate this further with Yodel and resolve the matter as quickly as possible.

We take customer service very seriously and are committed to resolving any genuine issues.

Kind regards,

Réponse de Perfume Hut

12 févr. 2026

Thank you for taking the time to share your feedback.

We’re very sorry to hear that your experience felt frustrating, particularly around the tracking updates and communication. We completely understand how concerning it can be to receive dispatch confirmation and then see no tracking movement for several days.

To clarify, when you contacted us, we responded with the information available to us at the time regarding your shipment status. Our intention was to provide a clear and direct answer to your query as quickly as possible, and we’re sorry if the tone came across differently than intended. It certainly wasn’t our aim to appear curt or unhelpful.

Occasionally, delays in tracking updates can occur once a parcel has left our warehouse, which can unfortunately create confusion. As soon as we became aware that your parcel had not progressed as expected, we took steps to ensure it was resent.

We’re pleased that your order has now arrived safely and that you’re happy with the authenticity and price. However, we’re genuinely sorry that the overall experience has left you feeling hesitant to order again — that’s never what we want for our customers.

If you would like us to review anything further, please feel free to contact us directly with your order details. We truly value your feedback as it helps us improve.

Kind regards,

Réponse de Perfume Hut

12 févr. 2026

We are very sorry to read your review and to see how disappointed you are.

First and foremost, we categorically reject the accusation that we are “scammers.” We are an established retailer and take both customer satisfaction and our reputation extremely seriously.

Regarding your order: the item you received, Ramz Lattafa, is not a “£10 cheap perfume,” but a recognised fragrance brand that retails at varying prices depending on the supplier. That said, if you believe you received the wrong items, we are more than willing to investigate this properly.

We also note that your initial email to us began with “Hi scammers,” which makes it difficult to have a constructive conversation. We fully understand that receiving an incorrect order is frustrating, but we are always happy to resolve genuine issues when approached respectfully.

If a packing error occurred, we will of course:

Arrange return of the items sent

Dispatch the correct products, or

Issue a refund in line with our returns policy

We have reached out to you directly to request your order number so we can review the matter urgently.

We remain committed to resolving this fairly and professionally.