Xerjoff  Reviews 103

I had an issue with functionality of the Xerjoff website, with regard to placing an order for a new product, so I reached out to customer services.

I received a swift reply from Alice, a customer service specialist, who informed me that they were working to get the issue resolved.
Alice offered to place the order for me manually.
I was busy at that moment, but within a couple of hours, I received a further email from Alice, informing me that the issue with online ordering was resolved.

I subsequently placed an order through the website, and received a message from Alice, thanking me for the purchase, and promising to despatch it immediately, with the hope that I'd receive it the following day - a notion that I found risible, considering that Xerjoff are based in Torino, and I am in the UK.

Well, it's now 24 hours after I placed the order, and my shipment is about to be delivered, here in the England.

I consider this to be first classcustomer service, that truly reflects the standing of Xerjoff, as one of the finest fragrance houses in Europe.

I owe a debt of gratitude to Alice and the team in Torino, for their friendly, efficient and personal service.

I'm in the USA and ordered a bottle of Naxos (€200) directly from Xerjoff in Italy as it's hard to find in my town and I wanted to be 100% sure I was getting the real thing. When the box arrived, everything seemed fine until I opened the cardboard and could Immediately smell perfume. Inside I found the bottle broken: the atomizer had broken off along with a large chunk of glass. No liquid was in the bottle. Chalky residue and liquid stains covered the tray and the luxurious Xerjoff box.

Immediately I took numerous photos and submitted a claim to customer service via WhatsApp. A customer service agent named Alessandro responded and asked for additional photos and/or video to demonstrate the damage, which I took and provided. He told me the claim would first be submitted to FedEx. That took about a week, after which I was told that FedEx denied the claim because there was no evident damage to the outer box.

I work as a Materials Manager at a hospital, a field I have been working in for 20 years, so this declination by FedEx was understandable. It wasn't FedEx's fault. What was obvious to me, immediately upon opening the box, was the complete lack of packaging material - the inner glossy white Xerjoff box had more than a centimeter of room on all three dimensions. Inside the white box, the Naxos box, along with the sample pack, had several centimeters of room on all three dimensions, with no packaging material to stabilize it. Shipping from Italy through France to the USA, numerous transfer hubs, there is no guarantee of integrity of the perfume bottle. This is entirely Xerjoff's fault. I documented these details and included them in my claim to Xerjoff.

I received the following email from Alessandro at Xerjoff:

***
Hello, we apologise for the late reply and we would like to thank you for the patience.
Here's the latest reply from Fedex:

"We have received your complaint regarding our previous communication.
After reviewing your report and conducting checks, no anomalies were detected in our systems.

The checks also revealed that the shipment, upon delivery, did not show any external damage that could indicate mishandling during transport. This was confirmed to us by the destination branch and the courier.
In light of the above, we regret to inform you that any refund requests you may have will not be processed".

Furthermore, there is no stain on the tray, which is inevitable after such a breakage. However, your bottle is completely clean, and the tray is not stained yellow, as should occur after such a leak. (If you wish, we can also send you a photo of a perfume that has leaked into the tray to highlight the difference.)

For these reasons, we confirm that we are unable to provide further assistance for your product.
Kind regards.
Alessandro -
Xerjoff team
***

I replied on WhatsApp stating: "In response to your email, you can clearly see in the photos and videos I sent you where the perfume leaked out and stained the tray."

Alessandro replied by showing me three photos of what a leak *should* look like, that my situation did not meet this criteria, and therefore they cannot provide any further assistance.

My further replies were ignored.

I submitted a 1 star feedback review to Xerjoff when I was prompted by them via email, explaining the situation.

I found Sergio Momo, the founder and CEO of Xerjoff on Instagram writing him a cordial message to discuss a disturbing situation I had with a customer service agent at Xerjoff. Surprisingly, he replied, within about a day, writing, "please let me know what the issue is and i will look into it.
Thanks,
Sergio"
Several hours later I explained the situation.
It has been over a week with no further acknowledgement or indication that the message has been read.

I then directly messaged Simona Biancalana, the Global Marketing and Communications Manager at Xerjoff, on LinkedIn, explaining the situation exactly as I had to Sergio. I have received no response or acknowledgement.

Part of the reason I purchased a €200 bottle of perfume directly from the perfumer, paying expensive international shipping, was to be absolutely sure I would be getting the real product. When it arrived, it was broken, there was residue all over the box and tray, clearly indicating a break during shipment, yet I was treated with abject, disrespectful dismissal. I hope this is all a misunderstanding on the part of Xerjoff and not a representation of the company as a whole, because the insinuation obviously apparent in the customer service interaction suggests something far more insidious on the part of this company.

I recommend no one ever deal with them directly. They have no respect for their customers and ignore clear evidence when it is inconvenient for them.

Update: Their reply ignores my evidence of faulty packing.

Extremely good customer service. Simply the best. Replaced my bottle that leaked during transport without any complications. Very kind workers. Definitely recommend buying from xerjoff and I will buy another fragrance again

This review refers to my most recent purchase, specifically the quality control and customer support.

I bought a gift set and even noticed an error on the website. When I reported it, I received a response within a day. When I had something in my cart, I got a WhatsApp message within a few hours asking if I needed help with my order.

I then completed the purchase. The goods arrived within a few days, but unlike my previous experiences with excellent quality, I immediately noticed a tear and a long crease in the gift box. Not ideal when you intend to give it as a present. In addition, I received a tennis ball with a print that is completely crooked. Because of these issues, I opened everything to check the rest as well. That’s when I noticed that the plaque inside the perfume box has several ugly marks on the lettering.

At first, I only contacted support about a replacement for the outer packaging, which has remained unanswered for 12 days. A few days later, I reached out again regarding the two additional defects, and that message has now also remained unanswered for 8 days. I am no longer receiving replies on WhatsApp either. Normally, I don’t mind waiting, but this now stands in stark contrast to the previous response times, and Christmas is also not far away.

I would be happy to update this review if the issue can be resolved.

Extremely Disappointed – Unprofessional Experience with Xerjoff

I am extremely disappointed with my recent purchase from the Xerjoff website. I placed an order on the United States page, expecting my perfume to ship domestically. However, after confirming my purchase, I received a DHL tracking number showing that the package was dispatched from Italy, meaning I now have to pay unexpected customs fees upon delivery.

When I contacted Xerjoff’s customer service for clarification, I was told that customs fees would only be around 15%, but in reality, I’ve been charged an outrageous 75% in additional fees. I have been trying to resolve this issue, but the staff I’ve spoken to have been completely unhelpful and unprofessional. The representative I dealt with was extremely rude, dismissive, and their responses were absolutely not at the level one would expect from such an expensive luxury brand.

For a company that prides itself on exclusivity and luxury, this experience has been unacceptable. I will never purchase from Xerjoff again, and I strongly advise others to be cautious before ordering from their website

TO ANSWER YOUR RESPONSE :
Yes you did print a picture and the message I’ve sent you for the birthday wishes just as any other shop would do so for a luxury brand I would not expect less than that ( and let me tell you that I find that so cheap from you stating this in a response to a review)

Also here are some proof of your professionalism answers ! I agreed with the 15% you told me for the taxes and I requested to pay them myself as it’s my friend’s birthday YOU GAVE ME
THE WRONG INFO
you are the supplier you should give the correct info regarding taxes to your customers unless you act like this to sell and let the customer facing those kind of issue

Our conversation :

Me : How can I pay 50% of the amount of the product ???

You : With the new price, the customs fee should be 75%

Me : Why you told me 15?
You : so, I don't how much is worht for you. It was 15%, it changed last week,
as said already 3x

And then you guys you finished the Whatsap conversation stating :
I don't have to inform you anything anymore
If you wish, you can also block this number.
All information from Xerjoff was already being give

So is this professional ?

I visited the brand last week Sunday and was served by Enas who was very professional and an absolute delight! She was so knowledgeable and helped me decide on a new favourite perfume! I was very stressed and her kind interaction made my day. She explained each note Perfectly and was able to find out that matched my pheromones and now I’m absolutely in love with my purchase!

Alice from customer service was very invasive and captured my personal data from the Shop app used on their website although I did not register my number on their site or fulfil an order yet.

When i did make the order it came very quick (about 3 days from Italy which was amazingly fast).

However had an issue with a sample selection that came with my order all being the same.

Alice argued with me stating that they pack it random although I showed proof it was not. And continued to make comments to me about contacting me using my phone number I did not register on their site.

For a luxury perfume house the customer service was abysmal. Naxos is beautiful but not worth the headache of their staff and access to personal data.

If you’ve ever owned a Xerjoff fragrance then you’d know that the experience begins with the prevention of the fragrance and the packaging. Undoubtedly, this niche brand stands out for its originality and creativity. However, this time I must focus my compliments on Alice from CS. She was patient and kind to coordinate a delivery between three countries for a special occasion in my life. I will forever be thankful and keep in my memory that the people behind any remarkable brand are the ones who make a difference.

I had an issue with a bottle bought from Xerjoff, I contacted customer service and they were very quick to respond. Alessandro was very attentive, nice, polite and helped me resolve my issue timely. 5/5 stars 🌟

The customer support was supper helpful and very kind!
A special thank you to Alice from the customer support she was very kind and did an amazing job helping us getting our delivery through the Brazilian customs clearance. She did an amazing job and deserves all the praise!

Wonderful support, great Communication. I love the perfume, long lasting, and so unique (Neo Rio, and Black Moonlight). I had a large order that got stuck in US customs, Alice from XERJOFF was a life saver, assisted me in providing information they needed and I received my order quickly. I look forwards to ordering more fragrances from this company, thank you again!

I rarely leave reviews, but I can't pass by here, I am very grateful to the staff, I ordered all the way to Canada, everything was organized very quickly, and very cool 100/10👍

The last time I placed an order, everything went in a good way, my package arrived three days after ordering and the presentation was shining with quality, making my experience from ordering, unboxing and wearing the perfumes amazing.
Thank you Xerjoff !

Even tho i’m living in the middle east, but the delivery was on time, the customer service is the best, Marco and specially Alice. I ordered a perfume and a sample kit (4 perfumes 2ml), they all smell so good 🫠

Best Parfumes and best costumer service with fast delivery! I love Xerjoff and all these special varietys of smells/unique compositions! Grazie mille Xerjoff <3

I had a login problem with my account and as soon as I asked for assistance Alice was more than ready to help and solve everything for me!!
My order was sent and it was perfectly packed
Thank you Xerjoff team!

absolutely outstanding customer service, alice had my back ❤️

✅ Very fast delivery.
✅ Beautiful packaging.
✅ The highest quality of perfume.
✅ Excellent support in WhatsApp, thanks Alice.

Had questions regarding my order so I reached out through watsapp and Alice helped me almost immediately with amazing customer service and solved my issues!

Excellent customer service with smooth ordering and delivery processes. My order arrived beautifully packaged and I am going to gift the meteorite and certificate to my 12 year old Niece, who loves all things Space and Stars!
Appreciated the complimentary 4 sample kit and the additional touch of the Apollonia handcream. I love everything and I am sure my first order with Xerjoff will not be my last! I have never purchased a full bottle of Xerjoff perfume before, but love my bottle of Ibitira-which is very difficult to source elsewhere! Actual scent is beautiful with good longevity and sillage. Thank you again, for everything.