Fraterworks Reviews 19

I want to share my experience with a recent order from this company, because honestly, it has been extremely frustrating from start to finish.

The shipment (sent via DHL Express) has ended up being returned to the sender due to an incorrect declaration. According to DHL, the package was classified as a medicinal or pharmaceutical product, which caused it to be held and ultimately rejected by customs. This makes absolutely no sense, as the order consisted of perfumery raw materials.

But this wasn’t the only issue. Earlier in the process, the package was effectively lost within New Zealand for several days, with no clear updates or explanation. It only “reappeared” after multiple follow-ups.

So this isn’t just bad luck — it’s a chain of mistakes:
- The package getting lost at origin
- Poor communication during that time
- And finally, a completely incorrect customs declaration leading to its return

What makes this even more disappointing is that, despite receiving a refund, my intention was to pay for the products once they arrived. I was willing to act in good faith and continue doing business with them.

However, what I’ve seen instead is a clear lack of professionalism and a serious inefficiency when it comes to handling international shipments — especially to the Canary Islands (Spain).

At this point, I’m not even upset about the refund or the product itself. It’s the overall handling of the situation that has been unacceptable.

Just sharing this in case anyone else is considering ordering internationally from them — especially if you’re based in regions like the Canary Islands, where customs handling is already more complex.

This is a company that does not compromise. customer service is excellent, product is excellent, prices competitive. compared to wholesalers they are not far off. it's a pleasure working with them, paul and team thank you again.

Hi, I use to order parfume component from Fraterworks for one year and the customer service is an excellent one! I adore them, they are always kind and answer fast to my emails. I recomment them!

I ordered a received my package (to the USA), in about 5 days. Unbelievable!!! Because of the USA’s tariffs, FW’s eventually had to raise rates. It was a good run 😅. But I will always order from FW first and foremost. Their website is unlike any perfumery supply on the planet…. because they actually describe their products!! And Customer Service is the best I’ve ever experienced, in any industry.

I have been working with Fraterworks for about 7 months, I order 3-4 times per month and I absolutely LOVE this company!

They have the best in quality for naturals and synthetics, as well some amazing in-house bases and materials that are just as good as it gets.

They are suppliers of all the big fragrence material companies top materials, making otherwise inaccessible items accessible to the lay person. I have scored real, natural Oud Assafi, the world's best Rose De Mai and Lavender, and countless others that have made my creations world class.

If someone has had a bad experience, I can only say it must be a fluke or just some bad luck, which honestly the world isn't perfect....The only troubling issue I had was with FedEx, who damaged a package over the holidays, during a period where the world sends hundreds of millions of packages.

I don't blame either company. Accidents happen.

What did Fraterworks do when that happened??
Paul immediately opened a dialogue with FedEx and stayed in touch daily until they determined my package was damaged. Then he immediately got a replacement on the way.

I have been in a dialogue with sales, who are extremely helpful and knowledgeable, they go the extra mile every time.

I work a Sr engineer for a Fortune 5 world enterprise, we have some of the best customer service on the planet and I am still inspired by Fraterworks.

They have a client for life, and if they had every material in the world I would only go through them. Unfortunately, they only carry 99.99% of the worlds odorous materials ...( :) I don't know the real number, but it has to be close)

I was really excited to try this Orris Root tincture after hearing all the hype, but I have to say, it was a huge letdown. Orris Root is known for its distinct floral scent but this tincture? Tested by a perfumer - absolutely no smell at all!
It felt like nothing more than diluted alcohol with no actual product in it. For this tincture to be effective, it typically takes years of proper aging and I highly doubt that was the case here.

Pros: None.
Cons: No scent at all, feels like a diluted or fake product, waste of money.

Follow-Up Review

I’m updating my previous review to reflect the resolution.

After sharing my concerns, I was kindly sent a second batch. The replacement was significantly better - stronger, subtle but clearly detectable.
Kudos to the seller for making this right.

Amazing company. Their website is OUTSTANDING and clearly the result of a lot of love and a lot of work. The descriptions, photos, and elucidative notes are mouth watering. I could (and do!) easily spend an entire afternoon browsing their vast array of olfactory delights. Top quality products available in a range of sizes that allows one to dabble freely in fragrance building without breaking the bank. I am based in Miami and could NOT believe how quickly and flawlessly my large order arrived from New Zealand. I cannot lavish enough praise on this company. They are doing everything right. LOVE FRATERWORKS. :)

I have purchased from them on and off. I choose not to use my real name on this ad because I am still in product development stage and working with good formulators with a very good reputation. I do not feel to use my real name in case of repercussion or retaliation.
Initially I was very happy with this company. They are still quite good but unfortunately the quality has diminished as they have grown and expanded.
They started off more interested in replying to emails and assisting, now they charge I think 300aud for a 20 min video call.
I have had to return items before and it was not an easy process. Always buy smaller sizes to test them before committing to large size as once you open, they wont accept it back easily.
Also the shipping is very very slow, sometimes close to 2 weeks from NZ to Australia. They promise same day shipping if ordered within a specific time frame. When I first had my orders with them, shipping was much faster. When I raised a concern the third time, shipping then became up to two weeks. I would email them to ask for tracking and many emails were ignored. I think quality of oils is still decent, customer service is non existent.

Very disappointing. The kit arrived in a plain cardboard box, loose and without instructions — nothing like advertised. Overpriced, poor quality, unhelpful service. Not recommended.

WORTH EVERY PENNY – Exceptional Quality and Service!

I’d love to share my remarkable experience with Fraterworks. Their commitment to quality is unparalleled, truly worth every cent. Beyond providing top-tier substances for fragrance compositions, what sets Fraterworks apart is their dedication to customer care.

The team’s professionalism is outstanding, especially Paul, the head of the sales department, who consistently goes above and beyond customer expectations. When DHL attempted to charge me 60% of my shipment's value for delivery, storage, and representation fees in the US—of which only a third was actual tax—Paul stepped in. He made the extraordinary decision for Fraterworks to cover these costs, ensuring my package was promptly released for delivery.

If Fraterworks resumes shipments with FedEx, as they did before, they will definitely be my go-to supplier, regardless of product pricing—which, frankly, is already unbeatable!

Thank you, Fraterworks, for your exceptional service and dedication.

This company is one of the best quality perfume suppliers out there. I compared lavender oil from fraterworks with 5 other companies, and frameworks had the longest and brightest dry down. Frater is also very responsive and supportive of me, and their packaging is superb.

Superb selection of products, and impeccable service to match. I would absolutely recommend Fraterworks for perfumers of all skill levels.

Absolutely fantastic experience. I have received my order within a week (from NZ to the UK) and everything was perfect. Great packaging in metal bottles with double seal. Also, their website is user friendly, speedy and visually pleasing - not seen often in the niche, craft world. I will definitely buy again.