Fredericmalle Reviews 15

Order 8343101929 Incorrect order received. I was promised a refund, but I still haven’t received it, nor any updated invoice or proof of refund. Customer service not responding entirely on both emails (consumercare-us@ gcc.fredericmalle.com and eshop@ fredericmalle.com.

Very disappointing experience, especially for a brand at this level

Will i recover my money after, for some reason unknown, they cancelled the order and i got scammed.

Great job, this ia what you get from scammers

My huseband bought a perfume from Frederic Malle, as a present. I know the scent and I am not keen on it. I sent it back immediatly. That was on the 17 of November. Nearly two months later, after calling them, sending email, I still haven t received the refund. This is not an acceptable level of customer service and I would think twice before dealing with this company again. They seem very dodgy.

Very bad experience from .eu website. They booked my money, never sent the product. We asked them after 3 weeks on the phone in french (although their website is in english, customer service is only in french). They said: oh, we cannot send the product. So they sent me an email saying that my order was cancelled. After 3 weeks and only after we enquired via phone. No email was ever answered. Money is still not returned. Also, the product is still online on their website and could be ordered. It is insane.

** 10/13 customer service reached out and made it right and refunded the shipping costs** Placed an order 10/2 at 1:43 pm and paid for overnight shipping. Per the website, all orders placed before 2 pm ship out the same day. My package never shipped and after contacting customer service was told my order still hasn’t shipped. Very disappointed as I paid an extra $25 for overnight shipping.

Deeply disappointed… both with the fragrance and the customer service

I had high expectations when ordering Portrait of a Lady directly from Frédéric Malle, after falling in love with a sample I had received previously. Unfortunately, what arrived felt nothing like the scent I knew and loved… flat, overly musky, with none of the depth, warmth or complexity that made the original so special. It felt like an entirely different formula.

But what was even more disappointing was the service.
I returned the perfume on July 8th. According to tracking, it was delivered back on July 10th. I was told via live chat that my refund would be processed within 7 days.
It is now July 22nd, and there has been no update, no refund, and no further communication…despite multiple follow-ups.

For a brand of this reputation and price point, this is unacceptable.
A fragrance house that builds itself on emotion, elegance and trust should treat its customers with the same integrity it claims to put into its scents.
Please…just don‘t order from this page.

If it were possible to rate this experience zero stars, I would. I am writing to express my deep frustration and disappointment with the service I have received regarding my order placed on April 24th.

The original parcel arrived completely damaged via DHL. I contacted your team immediately and was assured that a replacement would be sent. However, that replacement never arrived. After following up again, a second replacement was issued—but to this day, I have received nothing. This entire process has now dragged on for weeks, marked by poor communication, lack of accountability, and no resolution.

To make matters worse, the second parcel was sent to the billing address instead of the delivery address, without any confirmation or clarification from your team. I raised this concern early and contacted your support team several times via WhatsApp, yet the issue was ignored, and the replacement was once again not delivered. This added further confusion and inconvenience to an already frustrating situation.

When I requested to escalate the matter to a manager, I was told that doing so would only delay the process and that the response would remain unchanged. This dismissive approach is completely unacceptable from a brand that positions itself as premium and customer-focused.

After nearly a month of ongoing issues, unresolved concerns, and no product in hand, I expect your team to take full responsibility for this mishandled order. A brand of your reputation should treat customer service with far more seriousness and care.

I trust this matter will now receive the attention it deserves.

Never again! It i the worst experience ever. You wont get your order. I hope to get my money back...

Made a purchase from their website for €340, order number 4921786032. They failed to deliver or assist. All they ever did was to share a non working tracking no. Their helpline is never answered and their emails are never responded to. They are scammers. Avoid

Experienced an issue with my purchased product once it had arrived and had it replaced by customer support very quickly. I filled out a form on their website in order to contact them, no need to call or anything. Can't relate to what other reviewers have experienced at all. They were incredibly nice and solved the issue quickly!

I made a 200 eur order, the box arrived empty, I followed up with customer service, got no reply. There is no phone number to call, and nobody is responding to the customer service email. If this was not a "high-end brand", one would think it is a classic scammer. The only quick responder was the "Write us, we look forward to serving you" PR person monitoring the Trustpilot. Sadly, that's where things ended, nobody replied to that customer service email either. Be careful about ordering from Frederic Malle, you may never get your order.

MISLEADING INFORMATION ON THE WEBSITE.

Made a purchase of samples where it reads its price would be deducted in the next purchase. Trying to do the next purchase after buying the samples, my surprise that I'd have to wait for the samples to arrive when this was not the information on the website.

We expect some quality buying from luxury brands, but no.

EXTREMELY DISAPPOINTED.

Purchased a 400$ perfume from this company and was sent a box of tissue paper and a sample horrible business the package had no tamper evidence this is theft at the highest level order number 4134056738

Ps this shipping label was created for a 2 pound shipment and was sent a 12 ounce shipment therefore confirming it was stolen during fulfilling

Updates: spoke with customer care who promise to fix things we shall see