fugazzifragrances.com Reviews 59

Gave two friends two discovery sets. Ofcourse only one got the nice packaging other had loose testers. Anyway still gave it, but of course the code doesn’t work. I have emailed so many times, I think honestly it’s just an AI emailing me, but still not receiving my code. So DONT gift it too your friends, codes only work with email you buy they code from, plus if you buy two sets you still only get 1 voucher. Horrible service (again I think it’s just an AI)

Do not be fooled by the glossy aesthetics. Behind the "niche fragrance" facade, Fugazzi hides dishonest business practices.

1. The "Hidden Tax" Trap:

They fool you with "free shipping" and a checkout explicitly stating "Including CHF 0.00 in taxes". In reality, they ship in a way that triggers massive fees. I ended up paying CHF 29.55 in duties for a CHF 75.00 order. That is nearly 40% of the order value in hidden costs! Even DHL confirmed that Fugazzi, as a professional brand, is responsible for informing its customers of these predictable taxes.

2. Harassment Marketing:

Once they have your data, the spam bombardment begins. I receive 2 to 3 promotional emails every single day and non-stop ads on my social feeds. They are incredibly aggressive when pushing you to buy, yet they remain silent for at least 2 weeks when you reach out for client support.

3. Terrible Customer Service:

Their response was cold, dismissive, and refused to acknowledge their lack of transparency. A true luxury brand values its customers enquiries.

That is to say... First and last purchase! 😡👎🚫

This review is not for Fugazzi perfumes but for their horrid customer service. I placed an order for a discovery set on March 6th, they shipped it on March 9th and then I watched the package just circle and circle the same cities across NJ and NY until March 24th, until it just went back to the seller. When I contacted them to let them know, they really didn't acknowledge that this was not acceptable, nor did they even care. They just asked me if I wanted them to reship my order and I said yes not knowing some of the samples I had requested were also no longer available. So on March 26th, they shipped my package again using the same brutally awful shipping company (USPS) It is now April 5th and the package is doing the SAME thing, bouncing back and forth between various NY cities. I am not in the US but this is not the issue as both times it has cleared customs. I reached out to the company again this time wanting a full refund because clearly this package is not getting to me. It may just be sample sizes but I still payed $75 which is a lot of money to me and extremely frustrating to watch a package just circle for over a month. They may not be doing the shipping but as a company they should be taking some kind of responsibility. At the very least they should be making some kind of attempt to figure out what is going on with the package or they should have used a different shipping company the 2nd time. I live in Canada and in the 4+ weeks that I placed this order I have placed and received about a half a dozen other orders that came from the US, so they cannot blame the issue on that. At the end of the day this company just not care about giving any kind of service or if their product even reaches the customer. So no product received and no refund either.

I’ve ordered several times from fugazzi website, including a discovery kit, the website works extremely well and has been thoroughly thought out with the user ease in mind. My voucher worked and gave me money off my second purchase. Each time I’ve ordered I’ve received a free gift. The purfumes are high quality and well considered I’ve personally not had a problem and therefore have no hesitation in recommending order from fugazzi directly or one of their distributors like Sephora. My favourite fragrance is cash flowers but they’re all interesting and worth a try !

After waiting three weeks for my package — which was initially marked as delivered when it was not, and then remained stuck in the warehouse for several days — I was very disappointed to finally receive it and discover another issue.

When I opened the perfume bottle, the sprayer was damaged and partially crumbled, making the product clearly defective.

I contacted customer care several times but unfortunately never received any response regarding this issue.

For a €200 perfume, the product and the overall experience should be absolutely perfect, including the packaging and functionality. Receiving a defective item after such a long and problematic delivery process is extremely disappointing. I hope the company will take this matter seriously and improve both their quality control and customer support.

I ordered a discovery set from Fugazzi Fragrances, and the experience was deeply disappointing. One item was missing, and the customs declaration was filed incorrectly, forcing me to pay unexpected import fees on a low‑value personal order that should have been exempt. Despite reaching out with full documentation, customer service hasn’t responded within 7 days, and there’s been no effort to correct their mistake or refund the extra fees. Poor handling, poor communication — not what I expected from a "premium" brand.

This review concerns an order placed through the online shop.

I received the perfume almost a month ago, and it appears to have a production error. The color and scent were completely different from what is shown on the website, what I saw in-store, and the samples.

I contacted customer service to resolve this and have now sent four emails over several weeks without receiving a single response. Despite multiple attempts to handle this directly, I was completely ignored.

Because of the lack of communication, I had no choice but to escalate the issue. Unfortunately, it still hasn’t been resolved.

Very disappointing experience, not because of a mistake, but because of the complete absence of customer service.

Customer support is appaling and basically non existent. I ordered a first package and it took ages to arrive, but it was over the Christmas period so I gave them another shot. Now its been almost a month with no package on the horizon, my parfume has been stuck in Italy for 2 weeks, in Germany for 1 week (where it currently is). Customer support never even replied to me.

So fugazzi brand is one of my favorite parfum brands. I think I have more than half of collection... so almost two weeks ago at black friday they realased special edition parfums ,,The archives". I was very excited about this release and was waiting at the morning to order. So friday first i ordered cherry and fig fragrances. And after half of hour i also changed my mind and ordered one more fragrance Safranal we living just once ya? Don't forget that fragrance was still in stock. For bought orders I get confirmation sweet. Monday morning get notification that second order is ready for shipment. First order still stuck at waitng for more information. Okay no probs maybe some delay or i was thinking they shipp everything together... Wednesday came package and there i just found my second order with one sample. Okay. Writing email to fugazzi they answer very fast and told me that the first order is already by DHL and be delivered as soon as possible. Sweet. Next day still no information at DHL tracking system... calling DHL asking maybe the package stuck somewhere in there warehouse. Nope. They just received information from fugazzi but package is still not with them. I contacted swiss DHL , Netherlands DHL to be sure that package is not with them. So again same story no number just emails... wrote email they answered just Friday evening saying that they apologize for mistake and that warehouse send mely parcel as soon as possible... sweet... one week after order they found mistake. Great... dont forget delivery time is 2-5 business days. Weekend past... yesterday morning no information... at evening I receive email... surprise your order is canceled and refunded... sweet 😋

Wrote them another email with greetings. Also reached them at Instagram. Answer:We’re sorry for the inconvenience.

They starting to forget slowly where they was before couple years. My first order was passionfroudh. I remember it came with nice packing and inside was also postcard and story how this parfum was invented. Last orders came just brown paper inside and fragrance. Small details making big difference. And for people like me who have almost all the collection and supporting them is sad that things happens like this. If you informe as soon as possible and say sorry we out of stock or we made mistake no probs it happens. But after 11 days and all conversations that package be delivered is disappointing. And this fragrance you cannot buy more...

I hope that was just one time experience and next time they make better job.

Extremely Poor Customer Service and Breach of Consumer Rights
The item I received arrived with damaged packaging and could not be used as intended. I requested a return, but Fugazzi insisted I pay for postage to the Netherlands. Despite repeated communication explaining that they are legally obliged to cover return costs for faulty or misrepresented goods, they have refused. Their disregard for consumer rights and unhelpful attitude are unacceptable. I would strongly recommend avoiding Fugazzi.

Ordered something online and surprise surprise, the courier is Evri. Parcel has been stuck in their depot for over a week with no update. Its impossible to contact fugazzi or the courier so I'm without an answer and perfume, only option you have is to chat to a bot,.still waiting for the bot to reply. Do not buy from this company.

Probably one of the worst customer service experiences I've ever had, but I wanted to love them.
Firstly, I live in Australia and I ordered from their company's website which is based in The Netherlands. Their website stated it was free shipping if you spent over $81 AUD. It wasn't. I was still charged $64. Mind you, my order cost me almost $900 AUD.
I followed them up for a refund of the shipping fee of $64 which they promptly refunded. I was impressed at how quickly they did it. All good so far. Then a couple of days later, my parcel arrived from the United States which was a shock since they're a Dutch-based company. One travel sized vial had spilled all over my parcel and stank it up. I opened up all the travel sizes to check them. One was empty which was the one that had spilled, and 3 were below full, which made me suspect they had been used before. I wrote them 6 further emails. No replies were given to the first 2. After the third email, I was offered compensation and the person seemed pleasant and professional. However, the refund never came through. I followed up with 3 more emails. No reply at all to any of them. One month and a half of trying to contact them later, I find their customer service chat.
Throughout the chat I have had to correct their claims and keep bringing up things I had already mentioned in my past emails to them. They only ended up processing the refund for 3 of the partly empty travel vials, but not the one that was completely empty. Then I send them screenshots proving that I haven't received the full amount of the refund they stated they would give. Then their customer rep on the chat tells me they already refunded me for the empty vial on a date 1.5 months ago, which was the date of the shipping fee refund, and prior to the actual parcel arriving at my address. How can I get a refund for a faulty item on a date prior to receiving said item?!
They can't keep track of their own emails, proof of order delivery dates and who wrote what from their own staff. Two times they didn't process refunds when they claimed they were going to. I suspect their case management system is a complete mess.
I had to take screenshots of my emails and proof of what their own staff had written to me, when they actually did respond to me.
I am still waiting for a refund to that travel sized vial that arrived empty and spilled over my parcel.
Considering you have to pay a high amount for shipping to Australia, their items are more expensive than retailers who sell Fugazzi in Aus, and then corresponding back and forth with a tedious customer care chat or email, where they don't reply and don't carry out due diligence - it is NOT worth the effort. If you have to keep chasing up the customer service of a company it's a sign that they're doing a poor job.
Their fragrances don't even last that long, but I was willing to overlook that. I was even going to redeem my voucher from the discovery set. Not a chance now. They've lost me.

Ordered some samples. Once the package arrived at the customs I had to pay basically the entire worth of the samples in customs and tax. There was nothing at checkout telling me I had to pay extra once I recieved the items. I took contact with fugazzi on customer support but I've just been left on read. I thought of returning the package to get my money back but then I read that you don't even get your money back. You get it back as a "credit" on the website for later purchases. I honestly feel scammed

Their customer service sucks.
They promised me a heads-up after asking when certain samples would be available again.
After this didn’t happen, I asked again.
They didn’t even respond anymore.

Because of their unreliability, I will not buy from them.

I Finally found my signature fragrance. It’s kind of woody, kind of citrusy, and a tad sweet. It’s perfect to me. I’ve wasted thousands of dollars looking for what this scent delivers. It’s long lasting but not obnoxiously so.

Great customer service! I had issues with the delivery and they were able to send me a replacement for the full size Vanilla Haze bottle I had bought. The scent itself smells amazing! It was a safe blind buy and I am extremely happy with my purchase and service I received.

Terrible experience so far! I ordered 50ml product of their best seller, even ask a question regarding import fees, everything was perfect until today I am receiving a email saying that this product is out of stock, and instead to order another product of 100ml for almost double the price. But what actually is going on here is they decide to increase their price list of all products and somehow my product costs is not as the original price I pay, but with £45 on top!! What a shame 😳 So the problem here is not that they don't have the product on stock but they want more money!! Omg 😧

Hugely impressed with FUGAZZI, they renewed my faith in customer service!
I had ordered a 100ml bottle of Angel Dust from an online retailer, the perfume smelt awful and the colour of the perfume was different - the retailer wouldn’t refund or replace. I approached Fugazzi, who despite having nothing to do with my purchase, agreed to send me a replacement. Thank you Fugazzi! I will be ordering again - directly from you from now on!

My perfume cap was dented and I emailed customer service to send a new cap. They immediately replied and sent me a brand new bottle. I greatly appreciated their easy service and I highly recommend buying direct from your company. I love the scent Orange Crush. Also, I’m my order I picked two samples and they sent a large drink tumbler. It was a great first experience with this niche fragrance brand.