London Perfume Factory Reviews 

Reply from London Perfume Factory

Updated May 29, 2021

Dear Stuart,

Firstly we would like to thank you for using our products and for your review. We understand your frustration that your order did not come within a timely manner. However, as explained to you through private emails, the onus of your package not being delivered was with Royal Mail and not with us. Unfortunately, if a courier service such as Royal Mail causes delays in terms of delivery, we have no control over it.

You placed an order with us on 13th May 2021, we processed and shipped your order on 14th May 2021, using Royal Mail, so clearly there wasn't any delay on our end. We also sent you an email on the day that your order was dispatched, informing you that your package was shipped along with your tracking number.

You contacted us on the 20th May, asking for an "ETA" on when you would receive your order as you could see that we had "taken the monies successfully from your account". We responded to you, informing you that we had looked into the matter, using your tracking number and there were currently no updates from Royal Mail, apart from them acknowledging that they had indeed receive your package on 14th May 2021. We also attached a screenshot with this evidence.

We kindly asked you to get back in contact with us if you did not receive your package after 10 working days. Your response felt like an attack and an accusation, however, we kindly responded to you, once more apologising for the frustration that you felt. We also informed you that we had to work with Royal Mail's policy, which we explained to you - we have to wait 10 working days until we can make a complaint with Royal Mail and they declare it as a lost package. We cannot dispatch an order twice until the first order is declared as lost, which I hoped make sense to you.

You are stating that you paid an additional cost for posting, we had explained to you in an email that the postage fee you paid, goes directly to Royal Mail and not to us.

You emailed us on the morning of May 27th, stating that as you knew after 10 working days you were still awaiting your products and that we should "do whatever it is you need to do as I can't wait to fill in my feed back form". We responded to you, again apologising that you did not receive your package and that we would try our best to get another package sent to you before bank holiday.

We upheld our word and resend your order on 28th May 2021, and informed you that we had resend your package along with your tracking details. You then wrote this 1 star review, after we had informed you that we had resend your order. After writing your review, you responded to our email thanking us and letting us know that you hope we would appreciate why you gave us a one star on Trustpilot survey.

We understand your frustration and if you believe that you are right by giving us a 1 star review, then that is fine. However, we felt that we did everything we possibly could from our side, in order to support you.


Kindest regards

Gyorgy N Szaller
Managing Director