Complaint Review: Fragrance Station

Apparenty, this has happened with other people.  The response from the owner was not accurate at all.  I never gave up the original bottle I bought.  I never "left it with someone at the store".  When I bought the original bottle for a christmas present well in advance so depleting the 15 day exchange or return policy I asked the clerk if they would extend since it was for Christmas that was well over 20 days away.  They said they would honor that.  I called immediately when I knew my daughter wanted the other.  They told me they didn't have any and were ordering it.  Two months later, I called again.  Still didn't have it.  The story goes on.  The moral of the story is this.  They did honor the extension originally.  I didn't open the box or "try" the perfume etc.  It was all still in the original wrapping and I retained all of my reciepts.  They did however, try to say after Christmas that they would not extend the exchange policy for me when they were the ones that couldn't get the product in.  I was upset about that.  Who wouldn't be?  Finally, I had to settle for a much smaller bottle and a partial gift store credit.  By the way, I'm not married either.  That must have been another client as well.

Every store has a return policy. Unfortunately Fragrance Station is not a huge corporation, so we have to protect our business. Being locally owned, we strive to do our best. Customer satisfaction is a must. That's why our policy gives you 15 days to try the perfume out. If you are not satisfied within that time period, we will gladly exchange your item. The reason for our "no return" policy is because, not everyone supports small businesses. We have had customers come in without a receipt, knowing that the bottle is not ours, but still trying to return the item for money. Also some people try out the fragrance, and when they find a cheaper alternative, they want to return the original.
Reading this previous review, I would like to tell our company's side of the story as well, and then let you judge if we are a good company or not.

This customer came in and did buy the wrong perfume, as she has stated. We agreed to exchange it for the correct one, according to our policy. At that time, because of the Christmas rush, we were unable to get the Coach Poppy. When we called the customer to let her know of this delay, she said that she no longer had the Coach poppy perfume with her. Not knowing the reason for this, she told the manager at the store that she had dropped off her bottle at the store.
It took two weeks to find out who, if so, the bottle was left with. When asking all the employees, we came to know that the bottle was never dropped off. Still, we agreed to give her the Coach perfume as an exchange, thinking that maybe someone put the bottle some where and forgot.

We finally got the 1.7 oz bottles in, because the 3.4 oz bottle was unavailable to us. We told her that we would give her a store credit of the remaing amount. She was unwilling to do this. She wanted 3.4 oz, so an employee said if it is the ounces you want, then you can buy two bottles, but we only have the smaller one available. Later that week, she came in for the exchange, holding the Coach poppy perfume bottle! After all this confusion, we had still agreed to take the blame. Not once was their an apology for this mistake. None the less, both husband and wife took out their anger on one of the employees. Instead, she went ahead and tried to ruin the reputation of the store that tried their best in helping her and not once asked how the bottle "reappeared".

We are a discount store, we do sell perfumes and colognes at discount prices, but that does not make them fake or knockoffs. We don't have an over head cost for advertising and certain structures. So we sell for less, but in the long run, we sell more. Just because we are local does not mean that we sell "counterfeits"  or are here "to rip you off".