I made an order last week – let’s call it I woz bored shopping, at Fragrancedirect.com.
Like many similar online discount stores, they sell discounted scent, skincare and make up. There are lots of these kinds of sites on the web, some are fantastic, some not so much.
Fragrance Direct is one of the bigger, well known discount stores so despite some people telling me it was dodgy, I went ahead and spent about £25 on some NYX make up (2 glitter liners, 2 cream blushers, 2 lipsticks, a Sally Hansen polish remover (remember these?! Twist and remove!) and Sally Hansen Invisible Lipliner.
First off delivery was good. For £1.99 it arrived in 2 days flat, well packaged in a sturdy box. But as I inspected the items…I don’t know. I got the feeling of grubby warehouse.
The blushers and glitter liners were covered in dust. Some of it wiped off but this is what it sort of looks like. This is dust that had settled. How long, I wonder, have these products been sitting there waiting for someone to buy?
If you’re going to sell dusty items, at least brush it OFF before you send it out so we don’t feel like were buying 20 year old eyeliner.
Then I came to open up one of the lipsticks, named Lala, a pretty mauve. Problem number one….
The case was coming apart. The lipstick looked wonky and when I swivelled it out to check it (it’s just something I do to all my new make up!)….
Nice smudge! Looks like someone has swatched or tested and swivelled it back down! The tip of the lipstick is fine but this is beside the point – to me this is NOT a new item, it is an old, tested, used item. It may’ve only cost £1.99, but it was still sold as brand new.
So what did I do? On principle, not because of £1.99, I emailed them to say their lipstick was faulty/damaged, do they do exchanges or refunds?
They replied and said yes, I could send it back for a refund, or an exchange but if I wanted an exchange, I would have to pay for the replacement to be sent out to me.
They responded again (they do respond quite promptly):
“Thank you for the email. We will refund you the postage if the item is faulty.”
If the item is faulty? The item is faulty! I love the amount of trust here! That’s what I like to do, con people out of £1.99 lipsticks.
Am I going to return it?
Well quite frankly, I don’t trust them so I wouldn’t just pop it into the letter box, I would send it recorded or get a postage receipt = time spent queuing in the post office, which I HATE.
Plus then, whose to say that they will refund me, plus the shipping costs…maybe all their lipsticks have giant fingerprint smudges on them, maybe NYX lipsticks are SUPPOSED to be detachable?
Too much hassle, and I can’t be bothered with it. I’ll keep the lipstick with someone else’s germs on it, thanks Fragrance Direct.
Here’s what a good company would’ve done:
You say the items damaged? Send us a photo. Yes it looks damaged, we will replace it and send you a new one right away. Send yours back to us at your leisure, OR, because we can’t resell faulty goods anyway, just keep it. For the sake of good feedback and repeat custom we can sacrifice a faulty lipstick.
Basically the products are ok but I am now a little suspicious about how long they’ve been sat in a warehouse. I’m not saying their expired products (there’s no date on them anyway) but I am hardly thrilled about the dust.
I will not be shopping with Fragrancedirect.com again, their customer service is respond quickly but all I hear is yada yada yada….
Every shopped with these guys? Or any other discount store? Rant or Rave?