Supaperfume - poor service

ireneski · 23 December 2009 at 10:31AM

On 9th December 2009 I ordered these items from Supaperfume
1 * Issey Miyake L'eau D'issey Pour Homme Mens 100ml Aftershave Splash - £29.99
1 * Vera Wang Vera Wang Princess Womens 50ml edt spray - £33.95

received this reply
Thank you for ordering from SupaperfumeWe endeavour to DESPATCH all our orders WITHIN 2-4 working days (Gift Certificates are emailed to the recipient immediately).
Should you have any queries relating to your order and for us to serve you better we would request you to ONLY EMAIL any enquiries you have concerning your order to customer services email
　
and the money left my account on 10th December. I have used them twice before. As I hadn't heard anything I emailed them and here are the replies

17th Dec 2009
thank you for your email, your order is with our despatch department today and it will be shipped out shortly. due to seasonal rush there has been some delays with the despatch.
we will email you once the order has left our depot.
many thank
20th December 2009
sorry we will look into this for you and will upgrade the delivery so it will get to you asap.
　
and later when I complained and forwarded the Trustpilot reviews (many poor)
　
sorry, we do apologsie we do try our level best to get orders to our customers as fast as possible but sometime we can get it wrong when we do really on our suppliers. due to season rush there is lot of shortage of perfume in the market.
we will try to resolve this for you by tomorrow.
　
I emailed later that the present was for my daughter, and would be the only one as we'd given her cash for a holiday in early December they said
we will ensure we do not let your daughter down - we will contact you tomorrow - please rest assured you WILL have a present to give her.
On Monday 21st December they emailed
thank you for your order enquiry, this email is to confirm that we will desptach
your order via courier company and will be guarantee to be with you before xmas
we do apologsie for all the delay/
many thanks
So I asked when I can expect it to arrive?
　
Thank you for your email, we will be intouch with the update shortly.

Tuesday 22nd December
Sorry we need to speak to you regard to your order please email us your contact number as we have only vera wang rock princess in stock for immediate despatch. Please advise.

Common sense would have been to send it!
There is no indication that there is no stock on any of the items. I found more bad reviews on reviewcentre.com
Supaperfume do not answer their phone either. I've just been strung along and am out of pocket.:mad:

　

herkesd · 30 December 2009 at 10:53AM

I ordered 3 Xmas pressies on 27th November - they arrived yesterday (29th December!!)) I'm soooooo annoyed.
Back and forth via email, as they never call back when you request 'call-back' on their website. They never answer phone - it rings out then goes dead.
They promised delivery before Xmas otherwise I would receive a refund. Now they're backing out of giving me a refund!
This company is unprofessional and unreliable.
DO NOT ORDER FROM THEM!

They may be much cheaper than other shops/websites, but the service is sub-standard.
:mad:

ireneski wrote: »

On 9th December 2009 I ordered these items from Supaperfume
1 * Issey Miyake L'eau D'issey Pour Homme Mens 100ml Aftershave Splash - £29.99
1 * Vera Wang Vera Wang Princess Womens 50ml edt spray - £33.95

received this reply
Thank you for ordering from SupaperfumeWe endeavour to DESPATCH all our orders WITHIN 2-4 working days (Gift Certificates are emailed to the recipient immediately).
Should you have any queries relating to your order and for us to serve you better we would request you to ONLY EMAIL any enquiries you have concerning your order to customer services email
　
and the money left my account on 10th December. I have used them twice before. As I hadn't heard anything I emailed them and here are the replies

17th Dec 2009
thank you for your email, your order is with our despatch department today and it will be shipped out shortly. due to seasonal rush there has been some delays with the despatch.
we will email you once the order has left our depot.
many thank
20th December 2009
sorry we will look into this for you and will upgrade the delivery so it will get to you asap.
　
and later when I complained and forwarded the Trustpilot reviews (many poor)
　
sorry, we do apologsie we do try our level best to get orders to our customers as fast as possible but sometime we can get it wrong when we do really on our suppliers. due to season rush there is lot of shortage of perfume in the market.
we will try to resolve this for you by tomorrow.
　
I emailed later that the present was for my daughter, and would be the only one as we'd given her cash for a holiday in early December they said
we will ensure we do not let your daughter down - we will contact you tomorrow - please rest assured you WILL have a present to give her.
On Monday 21st December they emailed
thank you for your order enquiry, this email is to confirm that we will desptach
your order via courier company and will be guarantee to be with you before xmas
we do apologsie for all the delay/
many thanks
So I asked when I can expect it to arrive?
　
Thank you for your email, we will be intouch with the update shortly.

Tuesday 22nd December
Sorry we need to speak to you regard to your order please email us your contact number as we have only vera wang rock princess in stock for immediate despatch. Please advise.

Common sense would have been to send it!
There is no indication that there is no stock on any of the items. I found more bad reviews on reviewcentre.com
Supaperfume do not answer their phone either. I've just been strung along and am out of pocket.:mad:

　

purcel · 30 December 2009 at 11:28AM

Yep, happened to me about 3 months ago when I've had to chase my order for about 5 weeks until they managed to send it.
I won't be ordering from them in the future!

ireneski · 8 January 2010 at 10:55AM

Well, thank goodness they did refund my money as they said they would, on 24th December!

pblake · 21 July 2011 at 4:54PM

I ordered perfume on 29th June 2011 and am still waiting. I emailed after a week to ask how long it was going to be before delivery and the answer came back that they were "very sorry but the consignment had been misrouted and the order would be dispatched within the next three working days also that they would upgrade my order to be with me asap".

I wrote again on 12th July and got the reply " that they had been let down by their regular supplier and that they would investigate further and would refund my money if the order couldn't be dispatched within the next three days"

It is now the 21st July and I still haven't had any delivery or refund. I wish I had seen this site before as I wouldn't have touched them with a barge pole if I had seen these postings. I have written again today and asked for my money back and they have replied that it will be returned to my account within the next 5 - 7 days. We'll see what happens.

mandylc73 · 23 July 2011 at 12:00PM

Hi I have had the same problem as you for the last 3 weeks, I ordered aftershave for my son, paid straight away and paid extra for next day delivery, item didn arrive so I emailed and said I wanted my next day delivery refunded, they apologised and said no problem, never got refund and item still didnt arrive so I asked for full refund which they said would take 7-10 working days to reach my account, It should have been in by yesterday at the latest but still isnt there. I tried again yesterday to email them and now the emails are just coming back as their email address isnt valid anymore, and when you now try and go on their webite its not there anymore either, they have obviously taken everyones money and ran. I am furious, no doubt they will open up again as a different name. :mad:

porkycamper · 28 July 2011 at 11:41AM

I wish I had checked here before ordering from them. I placed an order on June 22nd and I am still waiting. Emails for an update were ignored. Got an email last week apologising for the delay and that they would chase their suppliers or refund my money. A week later still nothing.
Tried emailing this morning but as Mandy has just said, the email was returned. You can now no longer access their website either so no chance of getting their phone number although I doubt if that would be getting answered.
They have clearly done a runner, I'm livid !!

andl10108 · 29 July 2011 at 12:30PM

I've only just found out today and have put in a request for a refund as goods not recieved. Tried claling and the number is down also. really annoyed.

Maria944 · 4 August 2011 at 4:39PM

Exactly the same has happened to me. Ordered perfume on 12 July, and still nothing. All emails bouncing back and website down. I paid for this item £39.99 using my VisaDebit Card with Barclays, can I get a refund ? and where do I start ?

DCFC79 · 4 August 2011 at 4:42PM

Maria944 wrote: »

Exactly the same has happened to me. Ordered perfume on 12 July, and still nothing. All emails bouncing back and website down. I paid for this item £39.99 using my VisaDebit Card with Barclays, can I get a refund ? and where do I start ?

maybe your bank would be a starting point

thegreatcatsby · 1 September 2011 at 1:58PM

This is appalling. I've had exactly the same problem - paid for goods over six weeks ago and NOTHING delivered. Now the emails bounce back, there's no way of sorting this out.

Fortunately I did some digging and I found their contact details:

The director is called Sanjay Nath, and his contact numbers are:

0208 505 8477
07957 636305

The first one of those doesn't really work any more as it's permanently unanswered and the voicemail is full.

Their trading address is:

Unit 2 Roebuck Mews
Roebuck Road
Hainault Business Park
Ilford, Essex
IG6 3HR

Their registered business address is:

1276/1278 GREENFORD ROAD
GREENFORD
MIDDLESEX
UB6 0HH

I hope that helps some of you get the refunds you deserve. I've got a letter already drafted and I'm going to push this one as far as I can. Good luck guys!

Supaperfume - poor service

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