poor after-sales support
Last year, I purchased What About Pop by The House of Oud through a distributor.
Over the course of this year, the packaging started to develop problems and leak, gradually damaging the bottle itself. The situation has become progressively worse over the past few months, and the bottle is now in an absolutely terrible condition.
I contacted the brand directly via Instagram, sent them photos, and also contacted them by email. I even explained that, since I purchased the perfume last year, I could no longer remember exactly which distributor I bought it from.
The only response I received was to contact the distributor. I felt no real concern about understanding the issue, finding a solution, or providing proper after-sales service.
And this is exactly where, for me, a brand loses a customer.
I don’t have just ten perfumes in my collection — I have a large collection, mostly niche fragrances — but even if I owned only one, I would deserve exactly the same level of care and consideration as a customer.
A niche brand doesn’t just sell perfume. It sells quality, image and an experience. And when something goes wrong, the way a brand treats its customers is part of that experience.
After this experience, I have absolutely no desire to purchase from The House of Oud again, nor do I feel comfortable recommending the brand. For me, good after-sales service is just as important as the fragrance inside the bottle.