This has to be one of the worst examples of online customer service treatment of a person on the AUTISTIC SPECTRUM that I have ever witnessed.
My AUTISTIC brother was completely discriminated against and hung up on by a customer service rep from this company when he proved to her that she was wrong about the rewards program. He directed her to the pertinent section of the company's web site. Their apology was a $20 gift and a few bonus points for samples promised but never sent.
His $600 in purchases within a three week period leveled him up to VIP status as it rightly should have. This entitles him to free express shipping.
When he called about defective products in his second order, and to thank them for the quick refund and try to get a VIP promo extended (no luck), he learns that his third order won't ship express as promised. Something to do with a stock issue.
THEIR PROBLEM not his. He placed the order in good faith because he trusted the VIP shipping promise and the items were intended to be gifts for family that he would see next week. Their apology? $15 refund.
Today they notified him the items are now in stock at the warehouse that serves his area and it will still take up to three business days to process the order BEFORE shipping it. That will make SIX days processing.
They need to ship it out today (next day air) to honor their VIP shipping promise, to prove they actually care about customer service and ensure that he recieves the order before his two week vacation.
He may never see that order because he will be leaving Sunday morning.
This is Fragrancenet's version of VIP treatment of a person with a significant Autistic Spectrum disability who has spent nearly $600 on their website in a couple of weeks.
It's very disheartening.
They have requested additional information from me when they know exactly who my brother is.
All of this on National Autism Awareness Day of all times!!
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