Complaints

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• Initial Complaint

  Date:10/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed two ordered in 10/25/22 on their website:
  Order# XXXXX with masculin pluriel at 5.5ml, eros flame 5.5ml and fougere royale at 5.5ml
  
  Order #XXXXX with invasion barbare 5.5ml and carlisle 5.5ml
  
  I received two packages today with one package containing the first order containing not at all what I ordered just an array of random samples I never heard of.
  
  In the other package contained the second order plus two other random samples I didn't order.
  
  I am missing the entirety of order XXXXX and believe I was purposefully scammed. I want the products I ordered plus a refund for having to deal with such an unnecessary hassle and inconvenience. If my requests aren't met I will let all of social media and the nys attorney General consumer frauds know about this too.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Contact Name and Title: Mark ******, President
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ****@**********************
  I appreciate the opportunity to share with you more specific details regarding this transaction.
  
  Mr. Brant did indeed place two separate orders from our website on Tuesday, October 25th- the first at 11:29 am and the second at 11:42 am. The orders were packaged separately. Both were shipped via the US Postal Service on Wednesday, October 26th, and both arrived at Mr. Brant's residence in Suffern, New York on Friday, October 28th at 10:29 am as per the tracking information provided by the USPS.
  
  Unfortunately, we did make an error when preparing one of the two aforementioned orders. Our work environment is very fast-paced- we ship a few thousand orders per month with a relatively small staff. We inadvertently put another customer's order inside one of Mr. Brant's two shipping envelopes- and the items that he ordered were errantly placed in the shipping envelope addressed to a customer who resides in Alaska. In short- each gentleman received the OTHER'S order as a result of this mistake. Needless to say, I was unaware of this unfortunate mishap until I was contacted by Mr. Brant via email on the evening of October 28th (the day that the two orders arrived at his residence).
  
  Mr. Brant's first communication was via an email that he sent at 8:08 pm on Friday, October 28th (the day that his packages arrived). It is worth noting that his email was sent well after business hours on a Friday night. Pictures of both orders were attached to that email. His message was appropriate given our error. Along with the pictures, he said verbatim,
  
  "Hi Please see attached, where's the rest of my order?!!!? I'm Missing ALL of XXXXX!! Nowhere is masculin pluriel or eros flame or fougere royale! You sent the first with carlisle and Mdci invasion and another with all random samples. What's going on here?!"
  
  Just 4 minutes later, at 8:12 pm, Mr. Brant's tone changed considerably. He again sent pictures of the inaccurate order and said,
  
  "MOTHERF***ER TRYING TO RIP ME OFF!!! Look at this...."
  (Profanity edited to be less offensive to anyone reading this.)
  
  Four hours later, at 12:13 am, I received a brief email that threatened,
  
  "Send me what I f***ing ordered or I'm reporting you to nys attorney General consumer fraud division. This is just a slight f**k but a scam you f***ing piece of sh**!!!"
  (Profanity again edited)
  
  At approximately the same time, Mr. Brant visited our Facebook business page and commented on MANY of our recent posts that customers should stay away from our business, that the owner doesn't respond to customers, and that our business is a scam. Again, note that he was lashing out because we were unresponsive between 8 pm and midnight on a Friday night- not during business hours.
  
  Although it was still the weekend (NOT business hours), I read and responded to Mr. Brant's profanity-laced emails on Sunday, October 30th at 3:33pm. I can share with you ALL of these emails if necessary, but my primary message was this-
  
  "Wow, Shane. This is a very shocking and discouraging email.
  
  I did some investigating and was able to figure this out. We made a mistake. Obviously. We try our very hardest to never mistakes, but we're human and do occasionally make one. And when we do, I always feel terrible about it. I wish you knew how hard we work to deliver an exceptional experience to every customer and on every order. You have placed enough orders to see how we operate, Shane. I wish that you had given us the benefit of the doubt instead of sending anger-filled and profanity-laced emails.
  
  Please see below. (I included in this email a copy of the OTHER CUSTOMER'S order so that he could see that this was clearly an unintentional mistake on our part). This order was placed on the same day as yours. It appears that we put the wrong order in your envelope. You actually received this gentleman's order by mistake- and he received yours. And for what it's worth, I feel very badly about our honest mistake. And TWO customers were affected by this error- which makes it worse.
  
  I have refunded your money in full for the order- you should receive email confirmation of the refund from the company that processes our credit card transactions. This refund is in lieu of resending the order and asking you to send the incorrect order back to us (on our dime, of course)."
  
  In closing, I would ask you to note my sincere apology to Mr. Brant for our honest mistake, and the processing of an IMMEDIATE full refund to him. We did our very best to resolve this very promptly- even on a weekend.
  
  This is equally noteworthy- prior to the order in question, Mr. Brant made purchases from my company on-
  
  September 24th, 2022
  October 1, 2022
  October 7, 2022
  October 16, 2022
  
  Including the two orders on October 25th, he placed SIX orders from us in 31 days. He certainly knew and deemed us to be a reputable business as demonstrated by his many repeat orders. On one occasion, he even emailed us with a special request that was out of the ordinary. We were happy to satisfy our customer by accommodating his unusual request. We are, above all things, a company that goes out of our way to please our customers. It's just good business.
  
  I sincerely don't understand how, on any level, this could have been construed as a "scam". What would we gain by sending a customer incorrect items that they did not order? The only end result is that we had to refund a purchase AND lose a customer. This was an honest mistake- and we do make them from time to time. What is important is that we moved quickly to acknowledge the mistake, apologize sincerely, and provide a prompt and full refund.
  
  
  I have everything documented, so please don't hesitate to reach out if you'd like to see anything. I'm also attaching verification of the date, time and amount of the refund that we processed for Mr. Brant. I'll also add that the customer in Alaska that received Mr. Brant's order was kind and gracious about it. He simply trusted us to sent the CORRECT items- and we did just that.
  
  Sincerely,
  
  Mark ******, President
  My ********* ******** ***
  
  PS. Here is a link where you can view our nearly 1300 online consumer reviews. I think it will help you to really see the customer-centric way that we do business. https://www.trustpilot.com/review/myfragrancesamples.com