Thank you for taking the time to update your review. We truly appreciate your understanding and your willingness to allow us to make things right.
We're delighted to hear that your order arrived safely and that you were pleased with the packaging and presentation. We also appreciate your feedback regarding import duties. We understand how unexpected charges can be frustrating, and we're actively working to make this information as clear as possible for our international customers.
Your comments about communication are well taken. Providing responsive and reliable customer service is a priority for us, and we're continuing to improve our support to ensure every customer has a smooth experience.
Thank you once again for your patience, your understanding, and for choosing Fragrapedia Haus. We hope you enjoy your fragrances, and we look forward to serving you again in the future.
Dear Jan,
First and foremost, we sincerely apologize for the experience you had. After reading your review, we completely understand why you feel disappointed and frustrated, especially after placing such a significant order and struggling to get the support you needed. This is not the experience we want our customers to have.
We would also like to apologize for the communication issues you encountered. Unfortunately, during this period we experienced an internal communication and email issue that resulted in some customer inquiries not reaching us or not receiving a response as they should have. This was a genuine miscommunication on our side, but we fully understand that this does not lessen the frustration it caused you.
Regarding the DHL import charges, these are customs fees determined by your country's customs authorities and collected by DHL. They are not charges that we set or receive. We understand that unexpected fees can be frustrating, and we're sorry if this was not clear during your shopping experience.
Most importantly, we never intended to ignore you or leave this issue unresolved. Every customer is important to us, and we would genuinely appreciate the opportunity to make this right.
We kindly ask that you contact us once more with your order number, either by email or through our website contact form. Your case will receive our immediate attention, and we will personally work with you until a satisfactory resolution is reached. Whether that means investigating the shipment, resolving the communication issues, or finding another suitable solution, we are committed to making this right.
We sincerely regret that your first experience with us led to this impression. We hope you will give us one opportunity to restore your confidence in our company and show you the level of service we strive to provide.
Thank you for bringing this to our attention, and once again, we are truly sorry.
