Unauthorised Charge - Disgusting Customer Service I have never been more appalled by the customer service of any company. In December 2023, I purchased a Paco Rabanne Gift Set for my mum and joined The Fragrance Shop’s membership because it promised additional discounts on future purchases. When the order arrived, the travel spray was missing. This was a gift, and I didn’t want to give my mum an incomplete set, so I contacted their team. When I initially reached out, I didn’t even request a refund. I simply asked for the missing travel spray to be sent or a replacement set altogether. After several emails and repeatedly asking to escalate the matter to a supervisor, I was told I’d receive a returns form in the post. That form never arrived. Left with no other option, I had to give my mum an incomplete gift on Christmas Day. In January 2024, I followed up again and received no resolution from “Kelly H,” despite being assured the form was on its way. Fast forward to July 2024, I remembered I had signed up for their membership and emailed to cancel it—there was no way I wanted to give this company more of my money. I also reiterated my awful experience. They apologized, confirmed the membership was canceled, and offered to send me perfume samples as an apology. Unsurprisingly, the samples never arrived. To make matters worse, in December 2024, they charged me £15 for renewing the membership I had canceled months earlier. This is an absolute joke. I contacted them again on January 6, 2025, demanding my money back and a resolution to this nightmare. So far, all I’ve received is a generic response, with no action taken. Who is running this company’s online customer service? Their incompetence and lack of accountability are shocking. This company clearly doesn’t care about its customers. I am demanding my case be escalated immediately, my money refunded, and answers for this complete failure in service. Avoid this company at all costs. They’ve wasted my time, caused unnecessary stress, and failed to provide even the basics of customer care.