Goutalparis Opiniões 3

Ordered a bottle of perfume on 05th June for my birthday thought it would arrive quickly as paid over 200 euros.
Nothing.
Shipment was slow to leave Goutal now has been at Roissy with Chronopost since 10th June. Its now 16th June, no movement.
Trying to contact Goutal has been difficult. The customer services ask you to fill out a form which 'will be answered in 48hrs', first form ignored completely. Tried 'chat' but not available (despite being 11am UK time). tried chat again but french only so translated but only useless chatbot.
Second form got a response 'you will receive an email for 'doane fees'. Assume this is custom? Email from whom? Parcel has been with Chronopost for over a week but is not moving...
Really disappointed, have ordered from Goutal a few years ago (replacing bottle ordered previously gifted as a birthday present) and don't remember any such hassle.
The perfume is divine. The customer service and delivery is lacking and lets the company down.
I hope this parcel will arrive?

at this very moment i'm making this message i have no news about my order, what i know is i've bought the 21/12 and we are the 31, they said they have a lot of orders but in their websites they said every orders will be sent after the 24, its my first ship and it might be the last unless they give credit to my message or send some compensations thing !

I wanted to buy the perfume, joined the few months waiting list and finally on 6th of Sept it was available to purchase online.
I made an order from Goutal Paris on 6th of Sept.
The bottle of perfume cost me 165 euro. This price included local VAT.
The delivery charge from France to the UK was 32 euro.
I was hoping this huge delivery charge means that the delivery is going to be swift and super fast. But the bottle was NOT dispatched the same day. Or the day after. On the third day after purchase I contacted the seller. They replied that I “will receive shipment confirmation in the next few days”. I was appalled with the answer, especially with the “the next few days” part as 32 euro is not a charge which suggests a lot of procrastination.
I never received any dispatch confirmation from Goutal but on 10th of Sept I was contacted by DPD customs department in the UK and was asked to pay customs or else they send the parcel back to sender. I was disappointed as I was hoping the company would cover the import charges as I should not have to pay the VAT in France and in the UK. But I felt so stressed already with all that long and uncomfortable process of ordering, being a huge perfume lover, I decided to pay the charges and finish this torture and get the perfume I’ve been waiting to come back in stock for a few months.
I paid the charges, which, according to the invoice I received, were another VAT on the item I ordered including the massive delivery charge.
I paid £37 customs charge.
On Tuesday 13th of Sept the parcel finally arrived.
Upon opening the sealed box shortly after, I found the bottle was missing nearly half of the perfume liquid and that it was still leaking in my hands. The spray mechanism doesn’t sit right, it gives an impression that it is faulty. To express my frustration I will need another 50 pages, so we’ll skip this bit.
I emailed Goutal Paris with the photos straight away.
Thinking very hard for a few days, finally on 16th Sept “announced” that they are sending me a bottle of perfume as a replacement. They said, that they will send me the shipment confirmation as soon as they dispatch it. It was silly of me to go with that. Now, it’s 20th Sept and no email confirmation, no more communication from their side. Clearly the company is not client oriented.
Luckily I paid with paypal, and have already reported it. I know I will get my money back in the worst case scenario, but it’s not that which annoys me more than anything. It’s how these people are playing with my time, patience and passion for perfumes. It puts me off the brand altogether, I am not sure I still want to wear their perfume ever again.