Back in October 2023 I placed a large order for Christmas presents as my husband is unwell and is due major surgery. On the day the delivery was due I didn't receive an update from Royal mail or The Fragrance Shop, I left it a couple of days knowing that Royal Mail are having difficulties getting parcels and post out in my area. I firstly contacted The Fragrance Shop at their Cape town customer service team and was floored by the rudeness of their staff and that continued every time I called them to ask where my parcel was. I then started to email, exactly the same no care attitude, the parcel was for £560 plus, I have written at least 60 emails over the past 3 months, the best response I received was two weeks ago telling me that I would get a decision in three days time....that was over two weeks ago. So basically I was a loyal customer for years, I was a member of The Fragrance shop discount code scheme, I bought large amounts of scent from them at least twice a year. Absolutely no loyalty or concern about losing me as a customer when I cancelled my TFS membership. They have illegally with held MY money now for 3 months, I was asked to fill in declaration form confirming that I have never received this parcel, now I am doubting that it was ever sent. I have been ignored every time I have asked to speak to managers from The Fragrance Shop, each request has been completely ignored. I have come to the conclusion after reading other reviews that the way I have been treated seems to be common practice for The Fragrance Shop. Never in all my years of shopping online have I ever been treated so abhorrently, simply hoping I will go away, well that is NOT going to happen. If I were to walk into a Fragrance Shop store and helped myself to £560 worth of goods they would be quick enough to have me arrested, so why do they feel they can illegally hold my money for goods that were NEVER delivered to me. I rely on online shopping as I am disabled. I am absolutely devastated by the rudeness and unprofessionalism of The Fragrance Shop. It's an appalling way to treat loyal customers, all the time I shopped with them ALL of my parcels were always just dumped on the doorstep, I should have complained about it the very first time it happened. My contract is with The Fragrance Shop NOT Royal Mail but that's the excuse I have had from The Fragrance Shop,they state on their website....we are not happy if our customers aren't happy.... that's actually such an insult to me to be honest.....they ONLY care about taking your money they don't care a hoot if you don't receive your parcel. The Fragrance Shop are thieves plain and simple. Now I feel I will have to seek legal advice on getting my money back, and I should not be in this position. Wouldn't give a star if possible!