1 reviews | Active since Mar 2025
Unresolved Issue with Defective Perfume - Request for Assistance
Dear Hello Peter Team,
I hope you are doing well. I am writing to lodge a formal complaint regarding an issue I have encountered with Eden Perfumes.
I recently purchased a perfume from Eden Perfumes, and the spray nozzle came off, rendering the perfume unusable. Upon contacting their team, I was informed that they would send the nozzle for repairs at their factory. However, I was told that they would not offer a refund or exchange for the product, leaving me without a perfume during the repair process.
Furthermore, they have not provided any estimated turnaround time for the repairs, leaving me uncertain about how long I will be without a functioning product. This situation is frustrating, especially since the poor-quality packaging is not my fault, and I am being left with an inconvenient solution.
I would appreciate your assistance in helping to resolve this matter and ensuring that Eden Perfumes offers a more suitable and customer-friendly resolution.
Thank you for your time and support.
Regards Tshepi
Thank you for bringing your concern to our attention. We sincerely value you as a customer and appreciate the opportunity to address this matter. The resolution we’ve provided above is fully in line with Consumer Protection Act (CPA), which states that products sold to consumers must be of satisfactory quality and free from manufacturing defects. This section outlines the consumer's right to receive a remedy if the goods are found to be faulty.
In line with the act we typically assess whether an issue is due to a manufacturing defect or arises from misuse, wear and tear, or accidental damage after purchase. Please also note that the product had already been substantially used (approximately a third), which further requires us to conduct a proper assessment to fairly establish the cause of the issue. If the defect is confirmed to be a manufacturing fault, we will gladly proceed with an appropriate solution, which may include a repair, replacement, or refund.
We are required to act within a reasonable time frame. As per common business practice, a reasonable time frame for this assessment is generally understood to be within 10 business days, which we aim to adhere to.
We trust that the resolution we have provided meets your satisfaction and appreciate your understanding throughout this process.
Thank you for bringing your concern to our attention. We sincerely value you as a customer and appreciate the opportunity to address this matter. The resolution we’ve provided above is fully in line with Consumer Protection Act (CPA), which states that products sold to consumers must be of satisfactory quality and free from manufacturing defects. This section outlines the consumer's right to receive a remedy if the goods are found to be faulty.
In line with the act we typically assess whether an issue is due to a manufacturing defect or arises from misuse, wear and tear, or accidental damage after purchase. Please also note that the product had already been substantially used (approximately a third), which further requires us to conduct a proper assessment to fairly establish the cause of the issue. If the defect is confirmed to be a manufacturing fault, we will gladly proceed with an appropriate solution, which may include a repair, replacement, or refund.
We are required to act within a reasonable time frame. As per common business practice, a reasonable time frame for this assessment is generally understood to be within 10 business days, which we aim to adhere to.
We trust that the resolution we have provided meets your satisfaction and appreciate your understanding throughout this process.