Perfume Hut Avaliações 138

Resposta da Perfume Hut

20 de abr. de 2026

We’re sorry to hear you feel this way, but we’d like to clarify the situation.

The delivery timeframe for this item is clearly stated on the product page as 2–3 weeks, which your order was still within. We also responded to your messages and provided tracking details showing the parcel was in transit.

We understand waiting can be frustrating, however multiple emails sent in quick succession can sometimes make communication less efficient. As confirmed by the tracking, your order has now been successfully delivered.

We always aim to be transparent with our delivery times and provide updates where possible, and we’re glad your item has now arrived.

Resposta da Perfume Hut

20 de abr. de 2026

We’re sorry to hear that you feel this way, however your review does not reflect the full situation.

Following your initial email, we responded promptly and provided clear evidence from the product listing confirming that the incense burner is USB-powered, as stated in both the description and “what’s included” section. After this was clarified, we requested images to confirm the item’s condition for return eligibility, which were not provided.

You then chose to open a case via PayPal, where we fully cooperated and agreed to the return. At present, the item has still not been returned to us.

We always aim to resolve matters fairly and transparently, and we remain happy to process your refund as soon as the return is completed in line with our policy. If you would still like to proceed, please follow the return instructions provided or contact us directly so we can assist further.

Resposta da Perfume Hut

26 de mar. de 2026

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

We would like to clarify that your order was processed and dispatched from our premises, and tracking details were provided at the time. Following your request to cancel after dispatch, we arranged for the parcel to be recalled with the courier, which can take time to complete and return to us.

We understand that Royal Mail tracking did not update as expected, and we appreciate how this may have caused confusion and frustration, particularly given the time-sensitive nature of your order.

As outlined in our policy, cancellations requested after dispatch may incur associated costs, including courier charges for recalling parcels already in transit.

However, as a gesture of goodwill and to bring this matter to a close, we have now issued a full refund, including the previously deducted amount.

We are also reviewing this case internally with our delivery partner to help prevent similar issues in future.

We apologise again for the inconvenience caused and appreciate your feedback.

Resposta da Perfume Hut

12 de mai. de 2026

Hi Chris,

We’ve made several attempts to obtain further information so we could investigate and resolve this matter, but unfortunately we haven’t received any response.

We have carried out a full review across our systems, including orders, payments, shipping records, and customer enquiries, and have been unable to identify any record that matches the details described in this review.

In particular, we can confirm there are no orders within our system that are in a “label created but not dispatched” status, as mentioned.

Without any supporting information, we are unable to verify or investigate this claim. However, we remain open to resolving this promptly if you can provide further details by contacting us directly.

Kind regards,
Perfume Hut

Resposta da Perfume Hut

12 de fev. de 2026

Thank you for taking the time to share your feedback.

We’re very sorry to hear that your experience felt frustrating, particularly around the tracking updates and communication. We completely understand how concerning it can be to receive dispatch confirmation and then see no tracking movement for several days.

To clarify, when you contacted us, we responded with the information available to us at the time regarding your shipment status. Our intention was to provide a clear and direct answer to your query as quickly as possible, and we’re sorry if the tone came across differently than intended. It certainly wasn’t our aim to appear curt or unhelpful.

Occasionally, delays in tracking updates can occur once a parcel has left our warehouse, which can unfortunately create confusion. As soon as we became aware that your parcel had not progressed as expected, we took steps to ensure it was resent.

We’re pleased that your order has now arrived safely and that you’re happy with the authenticity and price. However, we’re genuinely sorry that the overall experience has left you feeling hesitant to order again — that’s never what we want for our customers.

If you would like us to review anything further, please feel free to contact us directly with your order details. We truly value your feedback as it helps us improve.

Kind regards,