A LITTLE WORD FROM OUR CUSTOMER SERVICES TEAM...

Thursday, 7 October 2021  |  Admin

Trustpilot: Over 1,000 independent reviews rating EXCELLENT 

With the Christmas season fast approaching, we are about to reach our busiest months of the year and with that often comes a growing number of customer comments, both good and occasionally bad...

Here at The Fragrance Counter, we are grateful for anyone who takes the time to leave us a Trustpilot Review. Without these reviews we would seriously struggle to get word out there and show the world what we are about as a company.

We look forward to the challenge of buying in some lovely stock, taking customer orders, processing them quickly and sending the products to our customers.  Most of the time this happens like clockwork and all is well.  About 1% of people (that’s about the internet average) tell us how grateful they are and leave us positive feedback. Thank you, we really appreciate it.

We always email tracking details to customers.  Approximately 10% of customers contact us for tracking details…..we send them again.

We explain what the delivery time is as clearly as we possibly can on the website and always send tracking details automatically.  Another 10% of customers ask us to confirm a delivery date.  So we send tracking again and confirm the date.

Occasionally, usually immediately after an order is placed, we’d estimate about 1% of customers tell us to cancel the order for various reasons.  So we refund immediately and let them know.  About 50% of the 1% chase us again for the refund after we’ve processed it.  We reply and update the customer with bank processing times.

About once a month we have a negative feedback posted to say the customer hasn’t had the item delivered.  The reasons for this are varied.  The main being that the customer has completed the wrong delivery address.  Or sometimes it’s another delivery that’s actually delayed and nothing to do with us at all.  Sometimes somebody else in the household has received the item and not told the customer. 

We work our absolute hardest to meet customer needs and to help customers whatever the issue may be. However; we are only human and sometimes we can make mistakes. As online shoppers ourselves, we completely understand feelings of frustration, anger and upset when an issue occurs with an order. That being said; we will not tolerate aggressive or threatening language towards our staff members. We are here to help and we promise to do our very best to do so, please have a little patience with us.  We are just human beings.  We wonder whether people would talk to somebody face to face in the same way that a small minority talk to people online.  We are pretty sure they wouldn't.

Last Christmas, we unfortunately had a handful of emails and comments from customers which caused upset and distress to our staff members, which we feel was completely inappropriate and unfair.  This is of course a minority and the vast majority of comments we get are genuine and polite - thank you.

We are a family business and our priority is, and always will be, customer satisfaction. It is something we continually pride ourselves on and we feel our service goes above and beyond.  If you contact us on a Sunday evening, in the middle of the busiest time of year, chances are we will come back you within an hour or so but certainly within the 12 hour time period that we set ourselves.  That's quicker than Amazon by the way, which is 24 hours. 

So this Christmas season, and all year round, please think about the messages being sent and the person who may be receiving them when purchasing online. It's an online purchase, important of course, but not usually life or death!  Without you, the customer we know we wouldn't exist.  We won't let you down.  We are only here to help and to work with you- if our customers are happy then we are happy!

Some recent Truspilot Reviews for The Fragrance Counter received in the last 7 days.  Thank you!

Excellent and quick service beautiful…

Excellent and quick service beautiful product at a competitive price ...I will certainly be ordering again from the fragrance counter.

Andrea Golloway

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Grandson very pleased with his present

Grandson very pleased with his present. Just what he wanted.
Kept informed
Arrived as expected & predicted.

Jen

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Fab company

Great price, great service & fast delivery. Will certainly consider using ‘Fragrance Counter’ again. Happy customer ��

Gillian Morrison

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Outstanding transaction

Outstanding transaction...quality products and very promptly despatched. Part of my order was upgraded at no extra cost. Would definitely recommend using Fragrance Counter again.

Eileen Dalgleish

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Best wishes,

The human beings @ Customer Services

The Fragrance Counter Team