The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.41

1.4 Rating 288 Reviews

10 %

of reviewers recommend The Fragrance Shop

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1.4

Based on 288 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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The Fragrance Shop 1 star review on 8th October 2025

Ayman

The Fragrance Shop 1 star review on 16th January 2025

Anonymous

The Fragrance Shop 1 star review on 10th December 2024

Anonymous

Anonymous // 01/01/2019

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“Disgraceful. Order number FWUK62842869 I have sent two emails and tried to contact them on there chat numerous times. Everytime I open an enquiry they close it down as solved when they haven't even responded to me. I order a bottle of house or vision fortitude with a free bag to my office address in Spain on the 1st of October, I have received no news from the courier, the 12 pound delivery I paid is not tracked so I can't see where it is. If their team continue to close my enquiries and ignore the help I'm asking for I'm going to report them to Resolver and trading standards. Please let me know where is my parcel? Are you sending it or refunding me? Thank you”

Helpful Report

Posted 1 week ago

“Ordered a aftershave and not received it was supposed to be delivered to the shop I keep being told it was delivered to my home address. Cannot track the order I’ve tried several times, I have cameras outside so can easily see if it was delivered will be taking matters further”

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Posted 1 week ago

“Absolutely abysmal customer service. Avoid!”

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Posted 1 week ago

“Sent three emails telling them not to renew. Nevertheless just received email confirming renewal. Scam.”

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Posted 3 weeks ago

“Horrible experience.”

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Posted 3 weeks ago

“Customer service is extremely disappointing. There’s essentially none available on weekends — calls go unanswered, the live chat is ignored, and emails aren’t responded to. The shop itself is fine if everything goes smoothly, but as soon as there’s an issue (like receiving the wrong item), you’re completely ignored. For such a large company, this level of service is unacceptable. It really needs to do better.”

Helpful Report

Posted 3 weeks ago

“I placed an order with The Fragrance Shop on 1 October 2025, adding a £15 membership to my basket. The payment went through — I’ve checked my records — but the membership is not showing on my account, and my order details have disappeared. I’ve emailed ten times and been completely ignored. No acknowledgement, no resolution, no access to the benefits I paid for. As a loyal customer, I expected better. The lack of transparency and basic customer service is unacceptable. I’ve provided my email, payment confirmation, and clear instructions — STILL NO ONE HAS APPLIED THE MEMBERSHIP TO MY ACCOUNT! If you value accountability and support, I’d strongly advise shopping elsewhere. !!!!🫣🤯🤬”

Helpful Report

Posted 3 weeks ago

“I placed an order well over a month ago and it has still not been delivered i have sent many emails the first couple they replied and told me some old rope about it being in the warehouse and it was going to be sent the next day which was not true now they don't even bother replying I just get a automated message first time I've used this company what a terrible company no customer service and no idea how to deliver a Order i really am at my whitsend to knowing what to do I suppose I will just have to send another email how can this company still work when there's so many people who have the same problem”

Helpful Report

Posted 4 weeks ago

“Ordered two fragrances 2 weeks ago. 10 business days have elapsed, and I have not received any information regarding why my delivery is late or when the closest delivery date would be. I have sent them three emails, of which two consisted of the same two copy-and-paste replies that did not help me. The third email I had 0 replies to. The customer service is appalling, and so is the delivery service too. Don't get me wrong, the prices are great, especially with the TFS membership, but what is the point if the products do not arrive.”

Helpful Report

Posted 1 month ago

“It has been 25 days and my order is yet to arrive. They said my order would soon be dispatched. During this time I received a small 5ml sample of the perfume I ordered. I thought this was something they had sent as an apology whilst I awaited the full bottle. One week later I am told my order has dispatched. I check the tracking information to find it marked as delivered, with a photo of the small parcel containing the 5ml sample. I contact the company. They tell me that I need photos of all elements of the packaging to prove the full bottle was not there. But I binned the packaging as this was now around two weeks ago and my parcel hadn’t yet been dispatched at this point. They now say nothing can be done. Absolute scam. I have effectively paid £70 for a sample.”

Helpful Report

Posted 1 month ago

“Bad service!! Ordered 2 high boss gift sets and only got 1 waited over 3 weeks for another one or even a refund and im still waiting!! Customers serviceon the phone is awful!! Just fob u off with lies!!! Won't be buying from here again!!”

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Posted 1 month ago

“Absolute rip off”

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Posted 1 month ago

“They are the worst customer service!!! I have missing item which is the expensive in the order. And not resolved ever!! Wasted money on you cheaters and thief!!!”

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Posted 1 month ago

“Bought a daisy perfume, opened it and was not spraying. Phoned the store in London Oxford street, They said bring back the next day. When I arrived it was shut. Fuming was an under statement. Went to other store up the road in Oxford street. Young boy said can not replace because I had opened it. Is he having a laugh, I had to open it to use bloody idiot. Saw some one else demanded by my husband, he shrugged he’s shoulders at him. My husband said don’t shrug your shoulders at me. He was not going to help me. I lost it big time and demanded refund or another bottle of which I demanded to open. The replacement worked so left the store. WILL NEVER USE THIS COMPANY AGAIN”

Helpful Report

Posted 1 month ago

“Horrendous customer service repeatedly asked to cancel my subscription but they continue to take money from my account and will not refund it. The only way I could stop this was by cancelling my bank card which was advised by my bank as they had issues with scentaddict before. Do not sign up to this!”

Helpful Report

Posted 1 month ago

“I signed up to the subscription and choose my scents for 12 months. Thinking that £12 a month was worth it for some of the scents I couldn’t afford to buy at full price. My first spray was delivered however it would not spray at all. Contacted customer service and they asked for proof of all packaging & the perfume. I also took a video showing no mist! They didn’t respond initially so I emailed again and was told to return the perfume to a fragrance direct store. My nearest one is over 30 miles away. I had no other option but to cancel my subscription. Very poor customer service”

Helpful Report

Posted 2 months ago

“Saw the advert online, thought it looked and sounded great. Signed up for the specified price online at £12, first scent came, all good and then.....I received an email claiming that from 12th Sep the subscription will increase to £14 UNLESS I sign up to MyTFS for a discount. So basically, you are misled and conned into signing up for a certain price, only to be told a week later you will have to subscribe to their loyalty package to receive a discount. But yet you are paying for this discount, yearly? Make it make sense! Absolutely NO mention of any of this when you first sign up which as stated to the "customer care" team, this is false advertisement and deliberately misleading new customers. I also attempted to use a blue light discount code which did work upon signing up, but again I was told this did not actually work. So there you have it. Blatent lies from this company. Zero integrity. As for the "customer service", forget it. I will look elsewhere AND warn everyone not to use this company.”

Helpful Report

Posted 2 months ago

“My first order came today via Royal Mail, atomiser and perfume sent in a lovely box. Beautiful scent, very pleased. Was a little put off by the bad reviews regarding broken bottles and not being able to unsubscribe very easily. But I will be keeping the subscription for a few more months to see how I get on. Pleased so far.”

The Fragrance Shop 4 star review on 18th August 2025

Helpful Report

Posted 2 months ago

“Highly recommend avoiding this company at all costs!! I’ve been chasing them for a resolution for a missing item from my order for over TWO & A HALF MONTHS & they either request on repeat the same information that I’ve sent them over 6 times, ignore my emails or pretend like they are going to look into it but never get back to me. I was ordering from them for years. Will never order again! Avoid avoid avoid!”

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Posted 2 months ago

“Terrible customer service. Order not arrived and no help at all from this company. Much better similar services available for the same products so do not waste your money on this one.”

Helpful Report

Posted 2 months ago

The Fragrance Shop is rated 1.4 based on 288 reviews