Acqua di Parma Arvostelua 

I recently purchased an item from ADP. Less than 7 minutes later, I realized I had ordered it by mistake and cancelled it, but they shipped it anyway.

I objected to them shipping an item I had cancelled, but the CS team said that orders can only be cancelled within 5 minutes, so they could not accept my cancellation, which was made after 7 minutes. However, there is no rule anywhere on the website saying an order must be cancelled within 5 minutes. And if an order can’t be cancelled after 5 minutes, it makes no sense that the system let me cancel it.

They then told me I have to return the item and pay all of the return shipping costs myself. (In other words, they expect me to arrange the return on my own.) That means I would have to return the item without getting back the return shipping, which is more than 50,000 KRW, or the 29,000 KRW I paid for delivery. Isn’t that astonishing? They don’t even provide a prepaid return label, yet they also exclude the shipping fee from my refund, which is a scammy way to treat a customer. On top of that, it was their own mistake, and it makes no sense that I, the customer, should bear the return shipping cost. I requested a return label multiple times, but they ignored me.

The CS agent, Yasmine, handled my case in an unprofessional and rude manner, and although I sent several emails, at some point she stopped replying altogether. ADP isn’t a corner shop, so I’m appalled that they show this kind of CS. Because of Yasmine’s attitude, I’m disgusted with the ADP brand itself. Honestly, they don’t even make good-quality perfume. All they do is show Italian stubbornness, without even showing basic courtesy to the people who still buy from them. This is the worst customer service I have ever experienced, and I will not order from this brand again.

After I sent more than 10 emails, she offered me a strange gift code (a Buongiorno sample candle) as an apology for my “understanding” (which I never gave, lol). On top of that, the code couldn’t even be used in the country I ordered from. I’m not a beggar, so what, they’re telling me to eat the code and get lost? Haha. This was CS that not even a third-rate company would provide.

I’m amazed that a trash brand like this still exists.

ho utilizzato il servizio clienti per un piccolo problema tecnico. Velocità e professionalità da parte di Acqua di Parme team e non è scontato, ho delle aziende e so quanto sia difficile.
Grazie una ragione in piu' per essere vs cliente

Ho provato la fragranza Fico di Amalfi in aeroporto e mi ha conquistato. Il giorno successivo, al risveglio, sentivo ancora questo buonissimo profumo. Ho quindi acquistato la confezione da 180 ml e la crema per il corpo. Purtroppo, ho dovuto constatare che il profumo nell’arco di pochi minuti svanisce e lo stesso dicasi per la crema corpo. Ora, considerando l’entità dell’investimento, devo dire che sono assolutamente deluso e sono giunto alla conclusione che il profumo contenuto nel tester sia differente rispetto a quello contenuto nelle confezioni destinate alla vendita. Mi dispiace molto, ma non acquisterò mai più un prodotto di questo brand.

Exceptional customer experience. Fast responses with attention to detail and care for resolving my query. A pleasure to interact with and the product is of course fantastic.

Ho avuto un piccolo problema con un flacone di Bergamotto di Calabria e ho contattato il servizio clienti per chiedere chiarimenti. Sono rimasta davvero molto soddisfatta della loro disponibilità e attenzione.
Dopo aver inviato foto del prodotto, sono stata contattata direttamente da una responsabile, che mi ha spiegato la causa del problema e mi ha proposto la sostituzione del flacone. Mi è stato inoltre assicurato che il nuovo prodotto è stato controllato prima della spedizione.
Ho apprezzato molto la serietà e la cura con cui hanno gestito la situazione. Non è scontato trovare un'assistenza così disponibile e attenta al cliente. Un'esperienza davvero positiva, che ha confermato la mia fiducia nel brand.

Suite à un petit problème , j'ai contacté le service client qui a été au de la de mes espérances à la gestion de ce problème ! rapidité , solution et efficacité ! un grand service client à la hauteur du prestige de la marque que j'affectionne!

⭐⭐⭐⭐⭐

Outstanding Customer Care – Thank You, Pia!

I had a wonderful experience with Acqua di Parma Customer Care. I needed a replacement holder for my Car Diffuser, and Pia Zito, Customer Care Manager, was incredibly helpful, professional, and attentive throughout.

Pia handled my request with genuine care and made sure I received exactly what I needed. Her personal attention and dedication made the whole experience effortless and truly reflected the premium service you would expect from Acqua di Parma.

A big thank you to Pia for going the extra mile. Exceptional customer service and a very happy customer!

Highly recommended!

Re purchase order no. 00307275:- I placed an online order for €587,00 on 2nd August, which was then cancelled due to “technical “ issues at Acqua di Parma’s end on 7th August. However, the money has still not been refunded. I have contacted the customer care helpline several times and also sent several emails to no effect. The replies they give are totally meaningless! There is no explanation as to a why my order was cancelled or when they are going to refund me my money. Hopeless customer service and I am still (on 29th September) waiting for my money!! I will never be ordering from them again.
PS I have now finally received a refund, but it has taken almost 2 months and used up a lot of time and effort chasing them. Still no explanation as to why my order was cancelled in the first place (after they had taken my money). No real apology either. This is not the behaviour a customer should expect from a company of this level.

I ordered a few items including beard oil which when delivered had leaked all inside its packaging...I contacted Acqua di Parma via email to discuss and other than the automated reply of "we will get back to you shortly" have subsequently not heard from them despite sending 5 subsequent e-mails photos etc. I have returned the faulty item which they received 5 days ago according to the tracking but still no reply/refund etc - for this brand level I expected a far better level of customer service in fact any level of customer service would be appreciated - looks like I will have to refer the matter to my credit card company

I have had brilliant customer service when I encountered a problem. In particular Pia was exceptional and went above and beyond. I can’t recommend highly enough and deservedly so.

Sono un grande estimatore di Acqua di Parma da decenni, e questa esperienza mi ha fatto apprezzare il marchio ancora di più. Di recente ho acquistato una confezione di Bergamotto di Calabria al duty free di Roma. Purtroppo, quando sono arrivato a casa a Fortaleza, ho scoperto che il profumo era fuoriuscito completamente dal flacone, nonostante la confezione fosse ancora sigillata.

Ho contattato Acqua di Parma per raccontare l’accaduto e sono rimasto sinceramente colpito da come hanno gestito la situazione. Hanno capito subito il problema e si sono offerti, senza esitazione, di inviarmi un nuovo flacone.

La loro gentilezza, efficienza e attenzione nei miei confronti sono state davvero straordinarie. Uso e amo le fragranze Acqua di Parma da molti anni, ma questa esperienza ha accresciuto ancora di più la mia ammirazione per il marchio.

Creare profumi meravigliosi è una cosa; prendersi cura dei propri clienti con tanta premura è un’altra. Grazie, Acqua di Parma, per aver trasformato un inconveniente in un’esperienza così positiva. Avete reso un vostro affezionato cliente ancora più fedele.

Tried to get in touch by form and phone but I did not get any answer at all.
Still waiting for a call back...

Have been a loyal customer for over 40 years. However, bought a new bottle (100ml of eau de parfum), the one I always use, but the nozzle fell off and product was unusable. Customer services made me jump through hoops, I sent detailed video and photographs of the problem, pictures of original packaging, where perfume bought (Milan or Florence in one of their stores along with lots of other products such as bath oil and candles), and a picture of the bottom of the bottle and box, product numbers matching. However because I would not send a copy of the receipt (present from my son and found the request a bit vulgar tbh) they will not assist me further, period. No gesture of goodwill or replacement. Consequently I have now switched to a quality brand. Obviously Aqua di Parma is good until you need assistance. I have stopped purchasing as presents for the family and myself, and all corporate gifts at Christmas will cease.

Very disappointing experience with Acqua di Parma.

I placed my order on August 10, and more than a month later I still have not received it. I contacted customer service and was told they would look into the issue, but after that I received no meaningful update or solution.

For a luxury brand like Acqua di Parma, I expected a much higher level of service and communication. Delays can happen, but leaving a customer waiting for weeks or months without clear information about an order is simply not the level of service I would expect at this price point.

Unfortunately, based on this experience, I would think twice before ordering directly from Acqua di Parma again.

Purchased a fragrance set in Spain during a cruise only to find one bottle was only 1/4 full. Contacted the department store and Acqua di Parma. Acqua di Parma support was awesome! Pia assisted immediately, provided great communication and sent an entire replacement set. Already loved their products, but now can say great company that stands behind their brand an d service. Thank you Pia and AdP

These are luxury products which will brighten up anyone’s day.

Not only are these products special and wonderfully packaged in true Italian style but the sales staff and customers services which I have encountered have made this brand retain an edge over other competitors.
Truly amazing products and customer support.

The Acqua di Parma Customer Service team is dreadful. I've sent a few general query emails and all were ignored. I've ordered several products on several different occasions directly from their website and when I go into "my account" and click on previous orders, nothing is showing. If Im going to purchase any more Acqua di Parma products in the future, I'll get them from any other retailer as the staff looking after their main website aren't customer friendly and take a long time to dispatch orders.

My order was not delivered, and I don't think it was even shipped because I didn't receive any tracking information about the shipment. I tried to contact them via the online form, phone, and even Instagram, but no response. I don't have the money or the product!

Bought this on a bit of a whim and I'm glad l did. Fresh, citrus and really easy to wear. Feels high quality and lasts longer than l expected. Would recommend.

Ho acquistato il profumo Colonia in un negozio all'aeroporto di Bologna; dopo essere rientrato a Messina mi sono reso conto mi fosse stato consegnato il profumo errato (Colonia c.l.u.b.). Una volta contattato il servizio clienti di Acqua di Parma ho da subito fatto la conoscenza di Pia, professionista con la quale mi sono interfacciato e che ha da subito compreso il problema, facendosene carico. A distanza di pochi giorni un corriere ha provveduto alla consegna del profumo corretto e al ritiro dell'altro, direttamente al mio domicilio. È stata lei stessa a interfacciarsi con il negozio nel quale ho acquistato.
In sintesi: grande professionalità, empatia e attenzione al cliente. Grazie davvero.
Alessandro