Fragrant Earth Reviews 2

A very reliable company. Excellent products and go the extra mile to sort problems if they do arise.
I've been shopping with Fragrant Earth for many years.

I ordered an item from their website on the Monday, April 1st, by the following Friday I still Monday and if there was no sign of it, to call again.

I received an email on Monday 8th April, to say that the item i'd ordered was actually out of stock and that the credit would be held on my account until they receive a new batch. I call up with the intention of asking for a refund, but later ask when she'll be restocking. She said she didn't know which surprised me. You wanted to keep my money on hold but don't know when you'll be receiving new stock? Right. I requested a refund and was told this would be processed.

Friday April 12th came and i received an email to say the refund had been sent to accounts. Tuesday 16th April came, and still not email from PayPal so i email the company. They respond by saying they're waiting for confirmation that refund has been processed.By the Thursday the 18th i write a long email re-iterating the events of the past two weeks asking when i'll receive my refund. A rep responds by apologising for what's happened and says a refund will be issued. Taking into consideration we're about to enter Easter bank holidays, i thought she'd be quick to process it. Not the case. Again, I email them On Tuesday the 23rd but receive no response as to why they're taking so long. For a while, i thought maybe i'm being too pushy and impatient. But the reality is, it's been two weeks and no refund. Nonetheless, i decided to call Trading Standards UK who advised me to open a dispute with them through PayPal, I did this and within a matter of minutes they. i can only conclude that they had no intention of processing my refund whatsoever.

This isn't the first time I've had problems with them. I ordered an item in 2017. I was promised that i was on the waiting list and would be contacted as soon as it came back in stock. it's 2019 and i'm still waiting for them to get back to me.

I also read another review on their FB page of someone having a similar experience - told their credit would be put on their account, and the order sent out when new stock came in yet months later still no email of item being back in stock.

There was also another incident i had with their receptionist who refused to forward me the company's wholesale price even though, at the time, the owner promised to forward it to me.