Complaints Policy

📋 Complaints Policy

We're committed to resolving any issues you may have

At Perfume Corner, we are committed to providing excellent customer service and high-quality products. However, we understand that sometimes things may not go as planned.

If you have a complaint or concern, we want to hear from you. This policy outlines how we handle complaints and our commitment to resolving issues fairly and promptly.

🎯 Our Commitment

We are committed to:

  • Treating all complaints seriously and with respect
  • Responding to complaints promptly and professionally
  • Investigating complaints thoroughly and fairly
  • Resolving issues to the best of our ability
  • Learning from complaints to improve our service
  • Keeping you informed throughout the process

📝 What Can You Complain About?

You can raise a complaint about any aspect of our service, including but not limited to:

  • Product quality or authenticity concerns
  • Delivery issues (delays, damaged items, missing orders)
  • Customer service experience
  • Website functionality or checkout problems
  • Billing or payment issues
  • Returns and refunds process
  • Any other aspect of your experience with Perfume Corner

📞 How to Make a Complaint

We make it easy for you to raise a complaint. You can contact us through any of the following methods:

Email (Recommended)

Send a detailed email to: info@perfumecorner.co.uk

Please include:

  • Your name and contact details
  • Your order number (if applicable)
  • A clear description of your complaint
  • Any relevant photos or documentation
  • What outcome you would like

Phone

Call us at: 07768 219998

Hours: Monday–Friday, 9am–5pm

Written Correspondence

Write to us at:
Perfume Corner
43 Villiers Road
Southall, UB1 3BS
United Kingdom

⏱️ Our Complaints Process

Here's what happens when you make a complaint:

Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 24 hours (during business days).
Step 2: Investigation
We will thoroughly investigate your complaint, which may include reviewing order details, delivery records, and any relevant documentation.
Step 3: Response
We aim to provide a full response within 7 working days. For complex issues, we may need additional time and will keep you informed of progress.
Step 4: Resolution
We will work with you to find a fair resolution, which may include a refund, replacement, compensation, or other appropriate remedy.
Step 5: Follow-up
After resolving your complaint, we may follow up to ensure you're satisfied with the outcome.

⏰ Response Times

We are committed to handling complaints promptly:

  • Acknowledgement: Within 24 hours of receiving your complaint (during business days)
  • Initial Response: Within 7 working days
  • Complex Issues: If your complaint requires more time to investigate, we will contact you within 7 working days to explain the delay and provide an estimated resolution timeframe

✓ We aim to resolve most complaints within 14 working days of receipt.

🔍 What We Will Do

When investigating your complaint, we will:

  1. Listen to your concerns and gather all relevant information
  2. Review all available evidence, including order records, communications, and delivery tracking
  3. Assess the situation fairly and objectively
  4. Determine what went wrong and why
  5. Propose a fair and reasonable solution
  6. Take steps to prevent similar issues in the future

✅ Possible Outcomes

Depending on the nature of your complaint, we may offer:

  • A full or partial refund
  • A replacement product
  • A discount or store credit for future purchases
  • An apology and explanation
  • Changes to our processes to prevent recurrence
  • Any other remedy we deem appropriate to the situation

🤝 If You're Not Satisfied

If you're not satisfied with our response to your complaint, you can:

  1. Request that your complaint be escalated to a senior manager by emailing info@perfumecorner.co.uk with "ESCALATION" in the subject line
  2. We will review your case again and provide a final response within 14 working days

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may be able to refer your complaint to an alternative dispute resolution (ADR) provider. As an online retailer, we are required to provide you with a link to the European Commission's Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr

📊 Learning from Complaints

We view complaints as valuable feedback that helps us improve our service. We:

  • Record and analyze all complaints to identify trends and areas for improvement
  • Use complaint data to enhance our products, services, and processes
  • Train our staff based on lessons learned from complaints
  • Regularly review our complaints policy to ensure it remains effective

🔒 Confidentiality

All complaints are treated confidentially. We will only share your information with those who need to know in order to investigate and resolve your complaint. Your personal data will be handled in accordance with our Privacy Policy and UK data protection laws.

📞 Contact Us About a Complaint

We're here to help resolve any issues you may have.

Email: info@perfumecorner.co.uk

Phone: 07768 219998

Address: 43 Villiers Road, Southall, UB1 3BS, United Kingdom

Customer Service Hours: Monday–Friday, 9am–5pm

We take all complaints seriously and are committed to resolving them fairly and promptly.

💙 Thank You

Thank you for taking the time to share your concerns with us. Your feedback helps us improve our service and ensures we continue to meet the high standards our customers expect.

We appreciate your business and the opportunity to make things right.