Scent Addict/The Fragrance Shop

beekersh

I’ve recently received a gift voucher for Scent Addict which is run through the Fragrance Shop. I had an issue with the code giving an error and so contacted customer services for support. This is where the real issue starts! Since I contacted them in September I have yet to have a resolution, consistently being told that it’s been raised with Scent Addict and then hearing nothing back. I’ve chased up regularly and just get told the same thing, but no resolution. I lost patience and submitted a formal complaint, to which I was advised I would hear back within 72 hours with a resolution. Of course I heard nothing back, chased again and was told the same thing with no avail. 

Frustratingly, when I email in the tracking system changes my contact to “solved” often when they’ve sent the generic holding message or sometimes when they haven’t even replied at all. I’m slightly mad at myself for naively trusting it would all be ok through a large well-known company such as The Fragrance Shop but have since found that many people have experienced issues and such bad customer service with them.

Is there anything else I can do to follow this up?

At this point it’s looking unlikely that I’ll even be able to use the gift my sister bought and I feel bad that she’s spent her hard earned money on basically nothing. It’s shocking that they can get away with basically ignoring complaints. The value is about £60 so I believe doesn’t meet the threshold for taking up with the credit card company. 

Any suggestions of where to go next?

Alderbank

The reason they might not be bothering much with you could be because you don't actually have any consumer rights here.

Consumer rights are strictly between the person who bought and paid for the voucher and the trader who sold it. Your sister is the one who has consumer rights. Could you ask her to have a word with them?

Aylesbury_Duck

As above, your sister needs to take this up with them to exercise her consumer rights.  It sounds like you've exhausted the customer service route.