DossierReviews of dossier.co

Extremely poor customer service. Unable to make modifications to address or cancellations to orders even immediately after placing. I ordered something to an old address by accident , and they did not attempt to accommodate the situation in any way.

These have got to be fabricated reviews—I see a few other 1 star reviews which are much more reflective of my (repeated) experience. You can only message and half the time they ignore you, if they answer you they blatantly disregard everything you’re saying. Talk in circles, throw in snide jabs. And rarely fix the issue. Check BBB for a much more accurate representation of this company. Their response: This is surprising to hear! You can email us or contact us directly on any platform. Krysten, give us more info. We are know for the best CS there is! My response: You can find the thread you’ve been ignoring me on in WhatsApp. And please—what phone number can I call to contact you because your website only has messaging and email—both of which you either ignore or talk in useless, snarky circles. What direct platforms do you offer besides the email and WhatsApp mentioned?? The answer is none because you avoid actual communication at all costs. I also suggest you check BBB, many more reviews detailing the trash treatment you provide, since you’re asking for “more info”.

I experienced a completely broken and deceptive customer service loop when trying to exchange a fragrance. Dossier’s written policy explicitly states: "All customers, both Dossier+ members and non-members, will receive one free exchange transaction per order." When I attempted an exchange, customer service stripped my original 30% discount code and told me I had to pay the retail difference. When I quoted their own "free exchange" policy back to them, the representative explicitly contradicted the website, claiming "only D+ active members can benefit from free returns and the same discount exchanges." Throughout the entire email thread, the representatives (both the AI bot "Margot" and the human rep "Adrian") repeatedly called me by the wrong name. Most bizarrely, the human representative actively discouraged me from trying another fragrance, telling me he'd "rather not point you toward another fragrance." I'm going to settle for a refund and pay a $3.99 processing fee because support refused to facilitate the free exchange promised on their website. I am leaving this review so management can review this ticket and address the deceptive policy enforcement. EDIT: There is no confusion, your policy is a lie. The return is not "on you", you are charging me a $3.99 processing fee. I did not ask for an additional discount, only for the original discount to apply to the exchanged item, which would actually make an exchange free as stated in your policy. I will take the last recommendation from your AI agent and not order from you again. I don't need anymore patronizing and untrue replies.

Their fragrances smell amazing. Unfortunately they are a dishonest company. They sign you up for a subscription without your knowledge. They did this once and I fought for a refund. The second time I was careful and checked my cart before checking out thinking maybe there was a slight chance I missed it on the first order. I was careful what I clicked on this time. Once the transaction went through it was suddenly more than what it first stated when the receipt popped up. I checked and there it was again, the subscription I did not click on, did not see, did not ask for. I tried to log back in to cancel the order as I was furious, but my log in suddenly didnt work. Logged in finally with order # and cancelled the subscription but no options to cancel the order. I have requested a second refund of the amount they charged me for the subscription. I will never order from them again. Its sad they can't just be honest. In response to the company- no matter how you look at it and whether I just "missed" the subscription selection again...signing customers up by automatically selecting an option for them at check out is just deceptive, sneaky and dishonest. If we wanted a subscription, we'd actively seek one out and click that. There is NO reason for it to be automatically selected. You and I both know this is a wellknown deceitful tactic. If you spent your efforts and time on making your company better, more trust worthy instead of fighting with customers about subscriptions and sneakily signing them up, then you'd be far more in the green than you are now. You may have gotten $3 off me now and $3 off several other people, but losing their business forever will cost you way more in the long run. Just one of my orders is usually over $100. So congratulations on the $3 score now! Thats $97+ you lost times at least once a year.

Terrible customer service.

I've been a fan of Dossier for years and a subscription member for a few months. I was trying to do an exchange which comes with free shipping as a plus member, neither the website or the app would redirect me to do the exchange, so I reached out to customer service. That became a nightmare. They they processed it as a return so I was unable to get free shipping, I naively assumed a company I've been so fond of would handle it, they refused to help me. They talked in circles, they did not answer my questions and kept refusing to do anything to accommodate the mistake they made. Talking with them was horrible. They lost a long time customer, someone who promoted them on tiktok and always got them word of mouth business over $8. Bad business

Purchased ‘— Saffron’ and ‘Citrus Matcha’. Both smell cheap. Unable to return them and cringe at the thought of another spray. Going straight in the trash. Wouldn’t recommend.

Poor subscription practise not labelled whatsoever and billed 2 additional months. Very difficult to cancel