Business ProfileforThe Perfumers Apprentice

Poor communication and manipulation..i placed a order on a thursday jan X XXXX evening for 400 dollars and paid 66 extra for next day air..the package never came next day and in fact was sent an email that my package will be sent jan X XXXX.. i tried to contact the company which is impossible and they have not contacted me back about my next day air refund they have not replied and it is very inconvenient for me to have to even wait on the refund.i was on a timed schedule to receive my order only to have to wait a whole weekend when i have already paid the steep shipping price it is a headache to depend on assurance and pay my hard earned money only to get my package sent whenever they want to having already taken my shipping money for time efficiency i am very dissatisfied and want my shipping money back i would ask for full refund but i feel that is already taking too much of my time to have to wait longer ...i will never shop there again due to this i am soley disappointed about my time being wasted and want my refund for the shipping cost and i still will mot return to shop there again.

The customer emailed us alerting us of their complaint on Saturday, 1/7/2023. We responded to them on Monday (1/9/2023) morning at 9:52 am. The customer was refunded their shipping on Monday (1/9/2023), and we cannot account for their banks' processing times for refunds. The response sent from our customer service staff was as follows:

Subject: Re: Perfumers Apprentice Receipt
Jan 9, 2023, 9:52 AM

"Hello, and we are very sorry for the inconvenience.

We understand your disappointment and made every effort to get your order out as quickly as possible, however, your order was placed after our cutoff with UPS on 1/5/2023, which is 1:00 pm PST. UPS picks up all shipments at 3:00 pm (PST) from our facility, so even if the order had been ready the minute the order was placed, UPS would have already left by the time you placed your order with us (3:16 pm PST). According to our shipping policy, we do not guarantee Next Day Air orders to ship the same day unless the order is placed before 1:00 pm (PST). See the excerpt from our Shipping Policy below:

RUSH ORDERS:
ATTENTION ** First-Time Customers ** Multiple Transaction Declines ** Your RUSH ORDERS (Listed below) May be held in our system for further authorization. Please contact Customer Service (ask for billing) to confirm order has cleared.
- Next Day Air: Cut-off time for Next Day Air orders (to arrive to customer next business day) is 1:00pm (PST).
- 2nd Day Air: Cut-off time for 2nd Day Air orders (to arrive to customer 2nd business day) is 1:00pm (PST).
- UPS Next Day, 2nd Day Air, and 3-Day Select shipments which have ** or *** items (Hazmat) are NOT guaranteed (as per UPS), and may be delayed. UPS will NOT REFUND shipping cost if 'Hazmat' shipments do not arrive on time, therefore neither can we.


Your order shipped Friday, but because Saturday Delivery was not selected - the order arrived today (Monday), which is within the UPS guaranteed window of one business day. Please keep this in mind for all future orders, as this is our policy and we do not usually provide refunds in such cases and I can see that you have only placed Next Day Air and 2nd Day Air orders with us in the past.

We are happy to make a one-time exception for you, however, as we want your experience with Perfumer's Apprentice to be a positive one.

You will see the $66.08 refund in your bank account within the next 1-10 business days depending on your banks processing time.

Please don't hesitate to reach out if you have any further questions, and thank you very much for your business."

We believe we did everything in our power to satisfy the customer as quickly as possible, and hope to retain their business. We would appreciate if the customer were to remove this post. Thank you for your consideration.