Dear Fragrance Shop Team,
I am writing to express my disappointment regarding a recent order I placed through your store. Order number FWUK64030133.
As a TFS member, I ordered a product as a gift for my close friend and selected the same-day click and collect option. Shortly after placing the order, I received an email stating that I would receive another email with a PIN number, which I could use to collect the product.
However, I have not received any further email with the PIN, nor have I received any updates regarding my order. There has been no clear information about the status of my product.
Yesterday, I contacted customer care via email, and the response I received was:
“I’ve checked your order, and I can confirm that it is currently in the accepted status with our warehouse team. This means it will soon be picked and packed. Once it has been dispatched, you will receive your tracking information so you can follow its journey.”
If this is the case, I am confused about the purpose of the same-day click and collect option. I chose this service specifically to receive the product on the same day, but the current status suggests otherwise.
I kindly request immediate clarification regarding my order and an explanation of how your same-day click and collect service works.
I look forward to your prompt response.
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