Here below is my SECOND complaints email sent to the fragrance shop customer service and I have still not had a RESPONSE.

Dear Team,
I would like to raise my concerns in the way I have been handled during my experience of ordering from you.

Last week on the 26th September 2023 I placed an order for 6 perfumes, all were for birthday presents. I selected express delivery, but the order was listed on your portal as standard delivery. On Tuesday 27th September I received an email requesting me to call customer services for security checks of which I did and spoke to someone who asked if the delivery address was correct as it was different form the billing address of which I confirmed was correct. She then told me that the order would now be processed.

On Friday 29th September, I called again as the portal stated it had still not been released, the lady I spoke to said I would receiver an email and the order would be released that day.

On Monday 2nd October I had still not received the order, so I called and spoke to another lady (Anika) who said that the order was still to be approved, I explained that that the lady I spoke to on Tuesday 27th September and Friday 29th September said that the order had now been approved and would be release and Anika said that there was no record of either calls on the system. Ankia said she would raise for the warehouse to release my order that day. At this point, as you can imagine I was frustrated and asked how to make a complaint. She said she would send the details in an email.

On Monday 2nd October I wrote a complaints letter and submitted via email, of which I have still not received a response. I also wrote a review on trust pilot website of which I have received a response apologising and requesting I email customer service. Very disappointing that you can respond to something that is in the public domain, but you cannot respond to my complaint that has gone to you via email.

Today Wednesday 4th October I called customer service as the items had still not been released, I spoke to a lady who said it was just waiting to be sent from the warehouse, again nothing so I called again around 16:30 and spoke to Anika who didn't seem to be bothered about my concerns or frustration, so I cancelled my order.

I purchased your £39 membership on the basis that I would receive the service you are selling, but on this occasion, this was not the case.

Here is the list of issues I am not happy with:

• I have ordered from you twice previously, of which both orders were sent to the delivery address as this order in question, why was there a block on this order?

• I requested express delivery when placing the order but the portals state standard delivery., so was this a technical issue or had someone changed it and why?

• Your standard delivery states 3 – 5 working, it's now been 6 days and still not been released, you have promised this but not fulfilled it.

• Why were my calls on the system not recorded? I believe that you record calls so you must have a portal where you can investigate this by searching my mobile number.

I would like a refund for the membership that I paid for as you have not provided what I had brought.

I would also like a full explanation into what went wrong regarding my listed frustrations.

I look forward to hearing form you.