Beware: Fragrance Direct

wacko911

After ordering some perfume for Xmas, they sent gift wrapped the totally wrong item, then demanded I pay to return the item before they would send the correct item.

This seems like a ploy to me, get rid of some old crap stock when people ask for gift wrapping knowing there will be little or no comeback because when you give a gift you dont usually ask for it back.

In this case however my girlfriend ASKED for a particular perfume so she gave me strange looks when I handed her what she described as 'Some thing my granny would wear', a suprise to us both on Christmas eve as I had thought it was what she had wanted until the gift wrapping came off!

Anyhow after complaining to TrustUK and SafeBuy who have 'vetted' this company Fragrance direct told my to check thier terms & conditions on the site - point 14 which says:

14 - If the rare occasion occurs whereby the customer receives an incorrect item, Fragrance Direct will, on receipt of the incorrect item, send the correct item and refund the return postage. If the customer requires a fast replacement, Fragrance Direct will recharge the customer, send the correct item and on receipt of the incorrect item, refund the customer for the cost of their order and for their return postage.

Knowing I had read the T&C's before I ordered I searched googles webcache and low and behold:

http://72.14.207.104/search?q=cache:SYbBPSXQZbwJ:www.fragrancedirect.co.uk/customer/help.php%3Fsection%3Dconditions+%22Fragrance+Direct+reserves+the+right%22&hl=en&gl=uk&ct=clnk&cd=1

The cache of fragrance directs T&C's retrieved on 30 Jan 2006 19:07:32 GMT, reveals there WAS NO T+C 14, it stops at 13, no mention paying to return the wrong item they decide to send you.

So BUYER BEWARE OF THIS COMPANY - Look at the evidence and decide would YOU like to do business with this outfit?

anyone any advise on how to extract the £23.75 they 'stole' from me?

xycom1

Yep, complain to your credit card company and get them to charge it back. If the case is exactly how you've explained it, this company doesn't have a leg to stand on.

wacko911

Problem is I used my debit card and it doesnt offer the same level of protection. I complained to my bank anyhow and they sent me a form, they said I have to send back the item before I can claim a chargeback, but the whole point is i'm not willing to pay for this companies mistake. The claim is still being delt with by the bank so time will tell if that route works.

hjb123

Well when do you expect to have to return the unwanted item? I would expect to have to return the unwatned item before the new one is sent out. At least they are going to refund your postage costs.

Has the page loaded correctly? Cos when you click on terms and conditions at the bottom it does have number 14!

wacko911

I belive if a company makes a mistake, they should pay to correct it, NOT ME. I did not order what they sent, it not that it was unwanted, it was totally wrong.

I had a contract of sale for a bottle of perfume, I paid up, they didnt deliver, therefore they are in breach of contract hence why should I fork up, go to post office que up hand over my cash, after having to pack up the wrong item? As far as the law is concerned, (in my opionion) they have not sent the item I ordered, if they sent a big white fridge instead of the purfure would I also have to pay to return that?

If you dont stand up for your rights companies will walk all over you. As for the 'we will refund your postage costs', who is to say they will? I mean if they cant even send the correct item, what hope is there I will get the goods I paid for AND a refund of my postage costs.

I have told them the crap they sent me is here, if they want it send a courier to pick it up or send me a prepaid returns label, I dont think thats excatly unreasonable do you? In the meantime regardless, they should have sent out what I ordered in order to fufill thier end of the contract.

The google cache link shows only 13 T&C's for me, are you sure your getting 14?

Justicia

wacko911 wrote:

I belive if a company makes a mistake, they should pay to correct it, NOT ME.

But aren't they stating that they will refund you the postage, thus reimbursing you (and paying for it as you are wanting them to)?

I personally think that you are making a big deal out of something that could be easily rectified if you were more cooperative and reasonable - it's not about them "walking all over you," more resolving an error and you getting the item that you ordered.

Sorry, but I think that you are causing more hassle for yourself than is necessary.

amazon_spice

I've never had anything but good service from Fragrance Direct.

hjb123

Well I think you ought to just send it back and they are going to reimburse it so for what it is for I think you may as well just do it. If they hadnt said they were going to reimburse you...Its a bit like making a mountain out of a molehill.

smcaul

Justicia wrote:

But aren't they stating that they will refund you the postage, thus reimbursing you (and paying for it as you are wanting them to)?

I personally think that you are making a big deal out of something that could be easily rectified if you were more cooperative and reasonable - it's not about them "walking all over you," more resolving an error and you getting the item that you ordered.

Sorry, but I think that you are causing more hassle for yourself than is necessary.

You are either very trusting or foolish!! I have returned goods to companies in the past when they have said they would refund postage, and you spend silly amounts of time trying to get that postage refunded. If they sent the wrong item, or if the item is faulty then it is up to them to collect the item - simple.

Justicia

smcaul wrote:

You are either very trusting or foolish!!

Either way, I've not ever had any problems so far :D

wacko911

Here here smcaul, I too have been stung in the past. Thankfully someone agrees with me

Good to hear what everyone else thinks too. I can see me sending back the wrong item and ending up with nothing.

I have however got a response from Safebuy that looks intresting...

Hi Gareth

Richard Jones, our director would like to deal with this matter personally. He will be back in the office on Wednesday.

Kind regards

Linda Ellis

SafeBuy Mediation