I ordered and paid for 6 items but only received 5. The shipping box was intact, undamaged with no signs of tampering. FragranceShop.com refused to send the missing item and advised me to make a false claim to UPS telling me what to say and what not to say.

I purchased a fragrance from FragranceShop.com on 28 December 2010 and the payment went through immediately.

This is however not the first time that I bought from them, so I didn't feel any hesitation to buy from them again.

35 Working days after I've ordered and paid for my product, I still have not received it.

After contacting them after 20 working days (the maximum number of days that they gave for the product to arrive in South Africa), I contacted them to let them know that I haven't received the product yet. I asked them to track it down and let me know when I can expect it as I haven't received any other communication to the contrary.

The next day I received an email from their Customer Services department stating that they have filed a claim with USPS and that I have to give them another 20 working days for it to be sorted out. In this mail they asked that I check back in around 15 days after the insurance claim was filed.

I did as they asked and guess what. I received and answer that say "we will be contacting the insurance company and try and expedite your claim".

NEWSFLASH PEOPLE!!! THIS ISN'T MY CLAIM!!! THIS IS YOUR CLAIM TO SORT OUT BETWEEN YOURSELF, YOUR COURIER AND YOUR INSURANCE AGENCY!!!

The fact that you have to claim for the loss of the item has nothing to do with me. That you can sort out on your own between the relevant parties involved that lost my package.

The fact that I as the customer is made to wait is ridiculous!!!

No customer should wait for any retailer to first sort out their claims before the customer's replacement item is sent.

It is not the customer's fault that there arose a claim and they should not even be remotely aware of the claim process that the retailer must go through for their loss.

The customer must be sent a replacement IMMEDIATELY after such a complaint is filed and it is found to be valid, which in this case they did as they also immediately filed a claim, confirming that the original product that they sent was in fact missing and irretrievable.

Though I have not found the previous product to be a fake, once I've received my replacement order (whenever that will be), I will never make use of this company again.

I therefore send this warning to all prospective clients to take heed and not make my mistake by making use of this company, regardless of how good their prices are.