Review Time
The communication from this team is unnecessarily rude, and their unprofessionalism is shocking. There’s a clear lack of mutual respect, which seems to be a pattern with this small team. It’s evident that the owner, Chris, and his staff are some of the most unhappy people you’re likely to deal with. I completely agree with the other reviews that highlight their poor attitude.
Rude, condescending, cancelled my order after I have waited for 2 weeks just because I've had the "nerve" to ask about an estimate. Now they even banned my email and I guess I'll have to wait another 5 days or weeks (who knows) to get my refund. I guess somebody wants to bankrupt that company, from inside. What can I say more? Hormonal imbalance? Fragrances can do that.
Wow! what a great company. All my products arrived and all are great! The company are so helpful at getting back and answering questions. I needed help with converting a formulas ratio and they explained it so well and quickly. Also recommended options to create a certain smell I wanted to acheive too! - Thanks so much.
I placed an order with Pell Wall after it was recommended by the wonderful Sam Macer (YouTuber). After 15 days I emailed them and politely asked for an estimate of when my order would likely be dispatched. I wasn’t demanding or upset in anyway…..I just wanted a rough approximation so I would know when to expect it and wouldn’t have to bother them again in the meantime. I was told that order processing was taking a long time, and this was clearly stated on the website (bit passive aggressive). Also, that they are very busy and short staffed. It appeared like a copy and pasted response that could have been sent to anyone as there was literally no information provided about my order. It was like they hadn’t even bothered to check. Not that I was expecting or needed one but an apology for the long processing time wouldn't have gone amiss, and even if the information was minimal and (as I had asked for) an estimation, I would have been happy with that. I responded to the email thanking them for coming back to me but advising that as this was my first order, while the long processing times are not ideal, the lack of transparency didn’t leave me with a positive first impression. However, I would carry on waiting for my order to come and hopefully the lead times would get shorter in the future. I then received an email from Paypal advising that my order had been refunded. Then an email from someone at Pell Wall stating again that the processing times are 14 to 20 days, this couldn’t be misunderstood, and it is clearly stated on the website (passive aggressive and condescending now). They then stated that I didn’t “have to wait any longer” for my order as they had cancelled it and refunded my money, finishing by saying I could go find a supplier that would process my order in a “clearer, quicker way”. I was in shock! I have never experienced such an overreaction to a very average and normal question for a business in my life. I emailed back advising that I had not agreed/asked for my order to be cancelled. I stated that I had not been demanding or unreasonable, nor had I insulted them or been rude. I advised that I understand being stressed, and everyone has bad days, but I would be happy for the order to be reinstated, and an invoice sent to me so the payment could be taken again. Otherwise, I would have to review my experience in all the relevant places. My email returned advising me I had been blocked. I honestly couldn’t believe or understand why they had escalated this to such and extreme level so quickly, and without cause. I copied the email and sent it from a different email address, adding a postscript about being blocked. They responded stating I can leave a review wherever I want and that the benefit of being a small business was they could choose who they do business with, cancelling any order they want, and that was “all they were prepared to say” on the matter. I responded stating that this was an overreaction and that this issue was entirely their own making. Also, that I would be leaving negative reviews, or warnings, wherever I could. Surprise surprise, this email came back as blocked as well. I have several emails so sent my copied response from another address, which they have not replied to. They must be doing so well that they don’t need the money…cancelling orders and reacting so badly to a customer over such a reasonable question. I had read on Reddit and on BaseNotes that this company’s customer service left something to be desired and that their processing times varied wildly but, against my better judgement, I ordered anyway. If you’re brave enough to order from Pell Wall, don’t ask where your order is. They’ll likely explode and cancel your order. I would strongly recommend you shop at The Fragrance Foundry or the Perfumers Pop Up Shop. They both have good ranges, although not as big as Pell Wall claim they have, but their very fast at processing orders and they go above and beyond with their packaging and their customer service.
Customer a few times now. They carry a great range which is neatly organised with lots of obscure items, some hard to get hold of in small sizes but not here! Delivery times can be a bit long but with planning and reading the messages it can be worked around and isn't worth not shopping with them. Delivery to UK is £8 but i bumped order to just over £200 and it was free.Free samples and chocolates included :)
High quality perfume materials, excellent for getting acquainted with so many scents! Safely packed, delivered by DPD. Yes, might take a while to be dispatched, but totally worth the wait. Ordered multiple times and always happy with my order.
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