fraicheur.com Avis 91

Update: The Fraicheur team promptly contacted me about my concerns. They refunded the ice globes' cost and surprised me with a thoughtful gift as an apology. I truly appreciate their swift response and great customer service. My overall opinion is that Fraicheur is a reliable company with good quality products. However, I would advise potential customers to exercise extra caution when placing orders and recommend thoroughly reviewing their terms and conditions regarding communication methods.

I recently purchased a pair of blue globes, and I'm pleased with the product itself – it has an impressive design and packaging.
But, what prompts me to share my experience here is the company's marketing approach. Since I made my purchase a month ago, I've received persistent calls from their sales team, despite my clear and repeated expressions of disinterest. I can't recall ever granting them permission to contact me in this manner.

These calls have become quite intrusive, especially given the bombardment of advertising emails I'm already receiving. When I attempted to unsubscribe from their emails, I found the process surprisingly elusive. For prospective buyers, I would strongly recommend reviewing their privacy policies to better understand how your information may be used and to prepare for their marketing practices

The same complaint as alot of people on here... I placed an oder for the ice globes and feel tricked into purchasing masks I did not want. I did not get to review my order before purchase and am very dissatisfied with the experience. I have emailed the company in the hope that it will be modified and dealt with swiftly... To be continued..
A week on from this issue and the company have dealt very well with it. There was a prompt refund and the product I ordered arrived today in beautiful packaging. They called me to resolve the issue and also followed up with emails of apology and are sending out a free gift. So very happy with the customer care on this. I do however feel that their website needs a major over haul to stop this from happening to other customers. I have edited my review star from 1 to 4 due to reflect their good customer care

***Edit: When Fraicheur saw my review here they have contacted me and have sent me a full refund and apologised for the issue***. I made my order on 23rd Aug of one pair of ice globes and the before checkout I was offered other products which I selected "No, Thanks" to but then their website added two sets of items, with 4 products in each so eight extra products in total, and they charged me, without any review of my basket before checkout.
I then straight away contacted them through their online chat to let them know that they had added items to my basket and charged me for items that I never added. Instead of trying to help m Ela on the chat tried to sell me more items.
When I pushed further for a refund I was told that she would log it as they had a team that looked after these issues. Then a few days later I received an email to say that the order had been processed and that they could not amend it. However this appears to be the case with Fraicheur, they are charging people for items they have never added to their basket. I was told all I could do was request a refund which I have done and I am waiting to hear back- but I will appear have to pay high fees to return something I never ordered!
They also called me to see how my order was before I even received the order and I told the lady on the phone what had happened and she said she would look into it and call me back, which has not happened.

I have bought Ice globes and it accidentally added other items that I didn't order. I was worried as it was a lot of money to spend and not get back.
A lovely customer service member phoned me and reassure me that I will get a refund for the products although they can't return the extra products I may keep them. Thank you I didn't expect that. Can't wait to try my new products!

Brilliant product, with brilliant service.

Like other reviewers I want to complain about the fact that you have no opportunity to review your basket, I must have inadvertently clicked on an offer & was horrified to see the final total. I also emailed immediately to say I wanted to modify my order. I received an email from customer services the following.lowing day saying it would be looked into but this may take some time due to the volume of orders. I was offered more discounts on items I don't want. I have now discovered that the order is in transit & that I will have to cover the cost of any returns. Pushy company with awful customer service

Edited September - I was contacted by Joan, head of customer services, who offered me a full refund as an apology for the service received & I was also sent a free gift. The quality of the goods is very high & I am naturally very satisfied with how my complaint was resolved. I would still say the checkout procedure needs altering so have deducted 1 star for this

Great service including easy to order, quick shipping and delivery.
Fantastic quality product.

Final Edit dated 21/08/23
I have today been told I will be receiving a full refund and a "knife" as a gesture of good will. I am happy to receive this, and will add an extra star. The products have arrived today and I am happy with them so I will be happy to let this go now, but do hope they remove this feature from their website so that it doesn't happen to others.

Edit dated 18/08/23: I was finally able to get the company to give me a full refund on the unwanted item. However, they are trying to call me three times a day. I am an autistic adult, I do not like the telephone. I do not want or need to speak to them. But I am pleased to get a refund on the item.

I should have trusted the reviews here and my gut.

When you order the globes and enter your payment details,AFTER you've done so it will push you through multiple *special offers*. Actually I don't mind that at all. I love a special offer.

What I DO mind is that if you find any of the special offers interesting, and click to add them to your basket, you can't go back, and you cannot review your order at the end. If you click something you've paid for it which is absolutely shocking.

I clicked on two special offers before thinking better of it only to find that when I tried to go back and change things I got a message saying "you have already placed an order and cannot place another" or words to that effect.

Concerned, I emailed customer services immediately. Within a minute or two of placing this order.

I've been told, it might be too late to get a refund. "I have forwarded your modification request to our warehouse team to determine if it is possible to remove the unwanted item from your order while keeping the rest of the items intact"

No. I want a refund on the item I did not want to order. I notified you IMMEDIATELY that I did not want the extra. I did NOT agree to purchase the extra and was given no opportunity to review my order before it was submitted. Very very shady tactics.

I will absolutely NOT be a repeat buyer nor would I ever recommend this site, no matter how good the products are, if and when I get them. This sales tactic is damaging for your brand so I would rethink it if I were you.

Editing to add here that they offered me a 20% refund and a cookbook (ebook), which I declined, which the have now come back and offered me a 50% refund. Still a hard no from me.

Brilliant product, it arrived quite quickly has become the most effective solution for ice face bath. Does not cause headaches like an ice bath would and pretty much does the same thing.

Update: I have had several phone calls from Fraîcheur’s Customer Service, sorry I cannot remember the ladies name but she was very sympathetic and apologetic to the issues I was having. She listened to what had happened and understood my frustration. She said she was going to feed back to make sure the same issues did not happen again for other people as there must’ve been some kind of glitch as she said this was not the experience Fraîcheur wanted their customers to go through. She offered a full refund which had not been forthcoming from the support team. I cannot thank her enough for the personal outreach, and swift conclusion to the otherwise protracted situation.

Original posting: I saw the ice globes as an ad on social media, thought it looked good so decided to make an order. Apart from being asked so many times if I wanted other products (at least 6 times) I was then asked about insuring the ice globes. After having gone the the purchase screens and getting the thank you for your purchase at the end, I received no confirmation email. The purchase cost was promptly taken from my account but the only email I received a couple of days later (and before I realised what was going on) was one to say that I hadn’t finalised my purchase and it was still in my cart.
This is the email I received: -

"FO Fraîcheur Paris | Olivia
Your order draft is created
From REDACTED
To REDACTED
7 Aug at 18:06
Hello Maria,
I noticed you added a Fraîcheur Ice Globes to your cart, but haven't completed your purchase yet. We saved this order for you, so you could finish it later.
However, because of the high demand, we have only 483 units of Ice Globes left. As we strive to meet the high demand for Fraîcheur, we will need to delete your order within the next 3 hours. This is to ensure that we can keep up with the demand of others who are also eager to get their hands on this exclusive beauty product.
I understand that life can get busy, and sometimes we forget about the items we've left in our online carts. But I don't want you to miss out on this incredible opportunity!
Finish your order >>
Sincerely,
Olivia"

So I went back and did the purchased again, and again I had a thank you for your purchase as the last screen and yet again no confirmation email. I got another email from this company this time saying my payment failed and to checkout again.
Email received; -

"FO Fraîcheur Paris | Payments
Maria regarding your failed payment
From REDACTED
To: REDACTED
8 Aug at 18:07
Dear Maria,
I'm sorry to inform you that your payment for the Fraîcheur Order with -50% discount has failed.
We understand that technical glitches can happen, but we don't want you to miss out on this incredible offer. That's why we've created this order for you and are giving you another chance to complete your purchase within the next 24 hours.
Make sure that your payment information is up to date and that you have sufficient funds available.
Alternatively, you can use a different payment method to complete your purchase. Just click the link below to return to your cart and finish.
Verify your payment >>
Sincerely,
Fraîcheur Payments Team"
This payment DID go through though.

This is what alerted me to the potential fraud/scam from this company; 2 payments for the same amount, no confirmation emails, no tracking information, just emails directing me to make more and more purchases. Luckily, I purchased using PayPal, I have raised a complaint on both purchases because of they way they have conducted their aggressive sales techniques.

The ordering and delivery process was timely. The product is great although there may be some confusion as to whether they should be kept in the fridge or freezer so I do a bit of both. The product itself is great and my skin feels refreshed and brighter afer use.

The only thing I would comment on is that it would be useful to have the demonstration guide in the form of a small booklet in the box rather than e-version on the website. So much more handy for reference purposes. Hope they take it on board

I ordered the blue ice globes with comfort handles & I am delighted with the products, as they are great quality, & good value for money.
However this company I feel have an aggressive selling technique in that you checkout as I did, (to the value of around £38 including P&P), to be then sent an invoice of £94:86!
Rather than check things into your basket/cart that you wish to purchase, you have to UNCHECK what you don’t want, & you are not given the option to view your basket before checkout.
I was sent the globes along with 4 boxes of comfort sets.
I e-mailed the company straight away, & after other e-mails in response offering me several discounts on my unwanted items, & discounts on other products like books, I finally managed to get a refund on the unwanted items.
Their customer service is initially frustratingly slow, but once they’d received my unwanted products, I was refunded quickly.

Quality of product is good - however the company is completely let down by their customer service.

I placed an order, had to go through 10 pages of ‘add-ons’ before reaching the final page where I had accidentally added one of the items to my basket, however, the website does not give a chance to review orders and the order was placed! I emailed within one minute of the order being placed to cancel, which I did receive a reply to (offering me a discount to keep them, funnily enough!), however this was not actioned and the item was dispatched. My emails then went ignored by customer service.

After a bit of back & forth with customer service, with regards to return cost, it seems I am out of pocket for 1) Fraicher not actioning something they said they would 2) An absolute tedious checkout process and 3) Customer service continuing to ignore my emails.

Oh well. Will never purchase again from Fraicher!

EDIT - Joan for customer service has since been in touch and rectified my complaint. She was very understanding and very helpful. I have changed my review from a 1* to 3* based on this.

I’m very pleased with the product i bought. I think it will help my skin a lot.

The packaging to start is beautiful. The globes are stunning. Much better quality than I expected these days :-) Definitely buy the protectors for the globes and for your fingers. I love the cooling feel on my skin. Have only used a couple of times so am looking forward to some positive results in the coming weeks.

The Product is great . I searched around at the internet and i just wanted to give it a try . I usually take them in the morning . It helps to reduce my puffy face and helps me to wake up refreshed. The package was send fast . No problems at all .

Ordering was very easy. Customer service is amazing, they called before shipping to see if I wanted to add any additional items to my order. The shipping was fast! The product is amazing! It stays cold for a long time and it rolls so smoothly over your face.. I am obsessed 🤩!!!

This beautiful product it make my face mask works better as I use it on top of my mask or just by itself on my face & around my eyes, I keep it in the freezer & use it every day & wash it after that & put it back in freezer . Best quality, beautiful colors, fast delivery, wonderful service & best gifts for family & friends. Thank you ♥️

This company will scam you. Buyer beware! I ordered two items. As I tried to check out, more and more discount offers appeared, which I declined. As I checked out and placed the order, the confirmation page an additional 8 items in the bag! I immediately called customer service and was told the order was canceled. The next day I received a shipping confirmation! Customer service said I could not receive a return authorization until the items were received. I was assured I would receive a full refund. Over the course of a few months they offered partial refunds and eventually gave me return authorization. The label address for returns was in Lithuania, despite the items shipping to me from California! The cost to ship the items back was equivalent to the purchase price! Unbelievable! So, I got stuck with items I didn't want to purchase. I will NEVER buy from them again.