BYREDO Reviews 988

I am extremely disappointed with my experience ordering from Byredo.com.
I placed order during Black Friday, which included a 24-piece Discovery Set and promotional gifts. After the purchase, I was provided with a DHL tracking number. However, according to DHL, the shipment has never been handed over to DHL — only the shipment information was created.
Today marks one full month since the order was placed, and the order has still not been dispatched. DHL has confirmed that they never received the parcel, yet Byredo customer service claims they are “investigating with DHL”, which is confusing since the shipment was never passed to the courier in the first place.
Despite multiple contacts with customer support, I have not received a clear shipping date or a concrete explanation. I am not requesting a refund — I simply want to receive the items I ordered. Under EU consumer law, goods should be delivered within 30 days, and this period has now been exceeded.
While I love Byredo products, this experience with their online store has been extremely frustrating. Poor communication and failure to dispatch the order have completely overshadowed the excitement of the purchase.
I would strongly advise future customers to be cautious when ordering during promotions.

terrible customer service.
I got two hand wash they were both had emailed the broken pumps tops . I emailed and sent videos , they have different people answer the phones who work remotely and no one takes care of following up or answers the emails. still no response its been a week.

Byredo custome service is exceptional
good.
They always do the best for customers.
There is always something exciting.
Parfums are really good and different .
I recommend with pleasure.

I placed the order on 26/November/2025.
They use Chronopost as their courier (when other similar perfume brands use DHL Express) and of course Chronopost made a mistake and delivered the parcel on 10/December/2025 to a “retrieval point” at ANOTHER city (over 500 km from where I live).
I complained about the error and Byredo advised that they cannot send it to the correct address any more, and it will have to be returned to them.
The problem is that today 22/December/2025, almost one month after the date of order, parcel is still at the wrong city and has not been returned to Byredo.
I have sent them many emails, they reply most of the times (very politely too) but they do not offer any real solution.
They claim that they have instructed parcel to be returned to them but after all this time, parcel remains in the wrong city (Chronopost has even sent me a reminder in order to take an airplane or drive for 6 hours so as to collect the package).
I don’t know what to do, it seems that I will never get my money back, so the only thing I can do, is to advise other customers that they should be more careful when purchasing from them online.
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I am editing my review to 3 stars, because at least their customer service was replying, and they asked courier company to return package to them, so as to proceed with refund.
However I still believe that they use a better courier company in the future.

Placed my order through their website, and the package arrived within 3 days via FedEx. I ordered complimentary gift packaging - gift to myself, why not :), and it came in a beautiful holiday-themed box with a branded purple ribbon. Two free perfume samples were included as well - you do need to select the free samples at checkout. I ordered the Bal d'Afrique line products, and can't wait to explore other scents. Love it!

Never had an issue with shipping or quality of product. I've made a few purchases from Byredo by now and have always been happy. Unless they close house, I believe I'll continue to be a customer of theirs. They're a bit pricey but well worth it IMO.

Jania truly helped me a lot. Not to mention byredo with their best vouchers in the market!

I had a problem with a discount code. The person contacted via the chat followed up until a solution was found. I've been updated frequently.
Very pleasant experience

The Byredo response was kind, clear and trully fast.

Rudie M fantastic

Great customer service. She was fantastic about following up as well. I really appreciate the customer loyalty and level of service. Thank you!

Absolutely impressed with Byredo. The products arrived beautifully presented, and the fragrances are refined, unique, and long-lasting without being overpowering. You can truly feel the craftsmanship and attention to detail. A premium experience from start to finish. Definitely a brand I will return to and recommend.

Peter G., Byredo customer care provided a rapid response; he was helpful, attentive, and considerate. He is a superb representative for superb company. Thanks so much!!

I received a swift response and my issue was resolved by Mehmoona she was kind, patient and helpful.

Would give negative 5 stars if I could!! Ordered items on the 22.11.2025 - which have not received. Emailed customer service repeatedly for updates and now still waiting for my £170.00 refund! Standard generic email "thank you for your patience - we are diligently working on this" bla bla bla. Totally unacceptable that it should take nearly A MONTH to resolve!! Absolutely disgusting customer service from such a high end brand (supposedly). Have now reported to Klarna and my Bank to get my money back as Byredo don't seem to want to refund!

Peter was hugely helpful when I was confused about my order, really very courteous and gathered as much information to reassure me that the order was correct. Great customer service.

Best Fragrance brand and company by far! Customer service is second to none, so professional and reliable! Jania and the team are amazing.
Love the efficiency in delivery and answering queries. But equally love their smart bundling or rewarding, top notch!

Customer service is very slow to reply when responding to issues. Product is great and smells great.

When ordering from the main website, cancelling the order isn’t possible. Why? It is not a consumer-friendly attitude. My experience with customer service representatives was very poor, including a member of staff who didn’t bother to listen to the complaint properly. The WhatsApp chat facility is very slow and unhelpful, plus the live chat option on the main is slow and useless.

Their response to this review is simply generic and they are not sorry for the hassle they cause customers. If they were genuinely sorry then they’d sort out their terrible customer service. One can complain to them, but it doesn’t make any difference whatsoever.

This was my first order from the official Byredo website, and I am honestly shocked by the poor customer service and, more importantly, by the misleading “complimentary gift” campaign.

The website clearly advertised on the front page: “Enjoy a complimentary Snow Globe with any order over 120€.”, but no any other information or terms and conditions. I placed an order well above this amount. Normally, I would not care about a free promotional item, but my daughter became genuinely excited when she saw the Snow Globe, which is why this issue matters.

During checkout, there was no option to add the Snow Globe to the order, and no instructions suggesting that any action was required. I therefore reasonably assumed the gift would be added automatically. It was not.

I contacted customer service via WhatsApp. The response was extremely slow, and after nearly half a day, I was told that the only solution was to place a second order, manually add the gift, and return the original order. This response is unreasonable and highlights how poorly this promotion has been implemented.

Under Directive 2005/29/EC (Unfair Commercial Practices Directive), this advertisement is very likely misleading.

Why:
1. Misleading omission (Article 7)
EU law requires traders to disclose all material conditions of a promotion clearly and upfront.
If a consumer must take additional steps to receive the gift, those steps shooed be stated clearly.
2. Legitimate consumer expectation
The wording “Enjoy a complimentary Snow Globe with any order over 120€” creates a reasonable expectation that:
• the gift is automatic
• no further action is required
3. Transactional decision influenced
If the free gift influenced your decision to spend over 120€, and it was not delivered due to undisclosed conditions, this satisfies the legal test for a misleading commercial practice.

For a luxury brand, this level of lack of transparency and customer care is unacceptable. The promotion is presented in a way that creates a clear expectation, yet the company fails to honor it and shifts the burden onto the customer. This experience has significantly damaged my perspective for the brand.

I do consider to reporting this case to the EU attorities.
I have come across other reviews describing similar issues, so for anyone who wishes to report this as well, this is the appropriate EU institution: European Consumer Centre (ECC-Net).