Relating to ordering online
I regularly order unusual/rare/expensive oils from international shippers.
Do not use this company. Order shipped to UK and before I had *even opened the order* I received an email from the company stating that they had sent me the wrong product, and asking me to re-ship the order to another address in the UK and that they would then later re-emburse me and that my correct order was already "in transit". When I declined to do so and questioned this process they then said that they would arrange for the product to be collected by DHL, when I asked for them to arrange collection from a central point as I was not about to stay in waiting for DHL they cancelled my order stating that it was "no longer available". Utterly unprofessional throughout with a side order of petty thrown in.
*Edit after reply from Aromology*
I do not accept your position. It is not an issue of kindness or compassion, more one of professionalism and trust. If you wished to post a return label to me that would have been acceptable, but instead you decided to cancel the order. I have never been asked to ship unknown goods on behalf of a company before, and we will, of course, allow all reasonable readers make their own mind up, including reading your other 1 star review.
Antwoord van aromology.com
We are deeply disappointed by this review and feel it is important to provide full context regarding what happened.
The order in question was dispatched promptly; however, due to a rare human error by our dispatch team, the parcel was mistakenly sent to another customer in the UK. While such incidents are extremely uncommon, mistakes can occasionally happen in any business operation.
The moment we became aware of the issue, we acted immediately and explored several solutions. Initially, we attempted to arrange a straightforward swap between both UK customers. The other customer kindly agreed and showed great understanding. However, this customer declined to assist with forwarding the parcel.
We then offered an alternative solution by arranging a return to our UK return address. This was also refused, with the customer insisting the parcel could only be returned internationally to Dubai. We offered to provide a prepaid DHL return label at our own expense, but were then informed that the customer did not have access to a printer and preferred a local drop-off arrangement instead. Unfortunately, for international DHL returns, printed labels are required for processing and acceptance.
At that stage, despite the fact that the items received were worth nearly USD 100 and belonged to another customer, we decided the best and fastest resolution was to issue a full refund immediately — which we did in full and without hesitation.
As a result, the customer retained the items, received a complete refund, and still chose to leave a 1-star review.
What disappoints us most is not the inconvenience itself — we fully accept responsibility for the dispatch error — but the complete lack of empathy or willingness to cooperate despite our repeated efforts to resolve the matter fairly and quickly.
In contrast, the other customer affected by this mix-up responded with patience and understanding. He kindly agreed to wait for his correct package, and as a gesture of goodwill we asked him to keep the incorrectly received items as a gift.
We believe most reasonable people reading both the review and this response will be able to judge fairly the level of service and accountability we attempted to provide under difficult circumstances.