The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.43

1.4 Rating 275 Reviews

11 %

of reviewers recommend The Fragrance Shop

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Metrics

1.4

Based on 275 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 35%
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 16th January 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!!!”

Helpful Report

Posted 1 day 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 6 days 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 weeks 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 weeks 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 4 weeks 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!”

Helpful Report

Posted 1 month 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 1 month ago

“Trusted Scam Recovery Experts Who Actually Deliver Results”

The Fragrance Shop 1 star review on 29th July 2025

Helpful Report

Posted 1 month ago

“The first subscription came through fine, thought I must be lucky. Was telling everyone how good it was I get to change my perfume every month and all this. Until the 2nd month come and I am now in the bin with everyone else. No sign of my 2nd perfume but the money has been taken and I’ve contacted customer services as they gave me a fraudulent tracking number but claiming the parcel is with Royal Mail and unable to give me a tracking number. Useless”

Helpful Report

Posted 2 months ago

“They sent me a parcel with a missing item & a bunch of leaking printer cartridges and fabric instead. I have been having repeat conversations with them for over a month and they keep requesting the same information, not offering a solution and being utterly unhelpful, unprofessional and beyond time consuming. I've been a customer for years and am utterly appalled with their service when something goes wrong on their end. Do not recommend ordering from them in future.”

Helpful Report

Posted 2 months ago

“If I could give no stars I would. The customer service is appalling and they do not help when there are any issues. I had a problem and emailed about it only to be deliberately sent around in circles for ages and lose my money. It was an absolute waste of time and my money was just taken with nothing to show for it. They sent me a loose bottle and couldn’t care less!”

Helpful Report

Posted 2 months ago

“If I could give zero stars I would. I never received last months subscription. I haven’t received this month. Customer service are appalling. They don’t help. Don’t offer any solutions. Take ages to respond. Keep away from this subscription and save your money.”

Helpful Report

Posted 2 months ago

“I ordered, 10 items to be delivered as click and collect, next day. This was supposed to be beforehand Father's day. Got a conformation email with the order number. But been a week and no delivery, and worse the tracker can't even trace the order. Raised the issue with customer service, but only received an automated reply and nothing beyond. Very disappointed. Didn't get my order or don't know what happened. Extremely bad service. I should have gone to other retailers.”

Helpful Report

Posted 3 months ago

“Not made aware of annual membership fee”

Helpful Report

Posted 3 months ago

“Do not sign up for scent addict. From start to finish I have had nothing but problems. Received an email saying I could change my month, but then couldn’t. Customer service was shocking so ended up with same one as last month. Then I received the wrong perfume another month, customer service again absolutely rubbish. Got no where then got ignored!”

Helpful Report

Posted 3 months ago

“I've cancelled my subscription. Got 2 cancel generic email from scentaddict to say my subscription now cancelled. They still taking £12 out of my bank account at randomly. Now £24 out of pocket and despite phoning them they now want proof I actually signed up for this but my accounts been closed by them. This is so stressful, I'm a student and although £24 quid doesn't sound much to lose it is when I can't by food. My bank was informed and told me they'd blocked payment but money still being taken out.I've now reported them to trading standards. Steer clear of signing up as it's not worth the stress.”

Helpful Report

Posted 3 months ago

“If You Have a Problem, It Won’t Be Resolved Scentaddict by The Fragrance Shop might be fine if everything runs smoothly, but **the moment you have an issue, don’t expect it to get resolved.** The customer service is beyond frustrating—**they don’t read emails properly, promise call-backs that never happen, and close cases without actually addressing the problem.** Despite updating my address in their system (with proof from previous emails), they **sent my orders to the wrong place twice.** I initially just asked for my missing perfume to be resent, yet not only was that ignored, but the same issue happened again the next month. To make matters worse, I cancelled my subscription **over a year ago**, yet I’ve been charged this entire time **without receiving a single product.** No refund, no resolution—just automated responses and dead-end support. On top of that, their website is glitchy when selecting fragrances, making it even more frustrating. If you ever need actual customer support, **be prepared to get nowhere.** Would not recommend.”

Helpful Report

Posted 5 months ago

“Customer service is absolutely terrible. I would give it no stars if I could!!!”

Helpful Report

Posted 5 months ago

“Please avoid this company at all costs! I purchased a bag and mens fragrance nearly a month ago and still has not arrived. I contacted the company multiple times via email and each time with a lame excuse that it is either on its way (after 2 weeks had passed) or they are investigating. It is evident they are trying to deceit their customers and prolong any refund or compensation. As a former e-commerce director myself, it is absolutely absurd how they treat their customers and also perplexing at the same time, as it all it does is make the customer more disgruntled, resulting in doing what I am doing and giving the company negative press, thus resulting in less sales. They are not looking at the bigger picture and they need to completely restructure their customer service and senior management teams to fully thrive and be a trust worthy company. To do this day, I have yet to be refunded for goods that I purchased that I did not receive.”

Helpful Report

Posted 7 months ago

“Bought 6 months upfront at a cost of £66 but still continue to have £12 taken out of my account monthly. Any attempts to email customer services are greeted with a reply saying they are having a high volume of customer complaints (no wonder) due to circumstances outwith Thier control (doubt it) and that they will assume my problem is resolved unless it I reply to that email. Replying to that email just gets you the same reply a few days later. This has happened five times now. Have also contacted them on Instagram DMS and was told someone would be in touch which they obviously haven't bothered to do. Aside from the paying double and no customer service the actual subscription has been pretty good.”

Helpful Report

Posted 7 months ago

The Fragrance Shop is rated 1.4 based on 275 reviews