Name: The Fragrance Shop
Rating: 1.42

“Absolutely Appalling Customer Services Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought this was a little strange as it was my money l was spending and the one placing the order) but l did as asked as l really wanted the gift for my daughter but apparently a bank statement with my name and address on is not enough evidence so they would not send my order and was cancelled by customer services without even contacting me, l only found this out by looking at my order online. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to have my business and l’m not treated like l am a nobody. I have asked for a manager to contact me but l doubt that will happen!!! AVOID this company they really do not deserve your custom.”

Helpful Report

Posted 5 years ago

“Absolutely appalling customer services. Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought a little strange as it was my money and l was the one placing the order) but l did this as really wanted the gift for my daughter but apparently a bank statement in my name and address is still not good enough so they would not send my order and went and cancelled it without even contacting me. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to take my business and l’m not treated like l am a nobody. I have asked to speak to a manager but l doubt that will happen as they don’t appear to care very much for their customers AVOID this company.”

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Posted 5 years ago

“Recently brought Marc Jacobs, Daisy Love. Very disappointed to find the smell only lasts for a few Minutes. This was my first and last purchase from the fragrance shop...”

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Posted 5 years ago

“What can I say about my experience? The most unhelpful, untrustworthy company I've ever ordered from. Lets start off on the 23rd July, when I paid special delivery to arrive 24th July where it states if you order before 5pm this will be honoured, the order was delayed until the 25th July when I was due to fly away, no worries I can change my "DPD" delivery for when i'm back on the 3rd August, it didn't arrive... 4th August DPD have told me my parcel hasn't been last scanned since 25th July & potentially missing, I then phone the Fragrance shop & they did not want to help me as they've no record of it being lost, I've called everyday since the 4th August with this sender not be willing to send me a replacement while the investigation with DPD is ongoing. I expect much better customer service then this because THE FRAGRANCE SHOP should see the order was placed on the 23rd July & has not been received due to it being missing, but they won't send a replacement until fully confirmed from all depots which can take weeks. Don't use this company as when an order goes wrong, they won't help you & treat you with such disregard, worst customer service. HELP OTHER BUSINESSES, not this dreadful one!”

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Posted 5 years ago

“I got fake perfume.careful”

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Posted 5 years ago

“Avoid! Sent the items which were lost in the post. I provided proof from Royal Mail that the items were lost. 40 days later and still no refund. The communication is abysmal. Avoid at all costs”

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Posted 5 years ago

“Purchased chanel mademoiselle that I have worn for years and literally after minutes the smell is gone, absolutely raging I didnt read the reviews first!!!”

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Posted 5 years ago

“AVOID AT ALL COST!!! I recently purchased a gift (a Chanel Chance eau de Perfume 50ml) for my mother from The Fragrance shop. The perfume arrived within 2 days which was great. But as soon as my mother tried it out she complained that the fragrance lasted no more than 1 minute and some change (my mother had an old Chanel Chance perfume that was almost finished and she demonstrated to me how strong and long lasting the fragrance should be). It was clear as day that I had purchased a counterfeit product. But I contacted this company in good faith and reported the above complaint, and i went through the process, sent the product back for 'Testing' only to be informed that their testers could not find any fault with the Fragrance! AVOID THIS COMPANY AT ALL COST!!!”

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Posted 5 years ago

“AVOID AT ALL COST!!! I recently purchased a gift (a Chanel Chance eau de Perfume 50ml) for my mother from The Fragrance shop. The perfume arrived within 2 days which was great. But as soon as my mother tried it out she complained that the fragrance lasted no more than 1 minute and some change (my mother had an old Chanel Chance perfume that was almost finished and she demonstrated to me how strong and long lasting the fragrance should be). It was clear as day that I had purchased a counterfeit product. But I contacted this company in good faith and reported the above complaint, and i went through the process, sent the product back for 'Testing' only to be informed that their testers could not find any fault with the Fragrance! AVOID THIS COMPANY AT ALL COST!!!”

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Posted 5 years ago

“Absolutely disgusting service! I placed an order almost two weeks ago to which they claim was delivered when it wasnt. Asked me to sign a form to state we haven't received it done that.. then says wasnt accepted so need to print off and send it in so that's what I had done.. they have already spoken to the delivery company and yet nothing has been resolved. Ignored emails no response what so ever. They've taken my money and not delivered the item I've paid for! I work 16hours a day right now and having to spend my breaks chasing this up every day because they wont get on top of this! Still yet to get this resolved.”

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Posted 5 years ago

“I have ordered from the Fragrance Shop twice recently. Their website is first class and is equally matched by their customer service. All products are competitively priced and you have a choice of courier. Other retailers, namely Boots, will lose business as they do not offer a service to match. Iwould hesitate to recommend.”

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Posted 5 years ago

“Very happy, order came quick and very well wrapped up thank you”

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Posted 5 years ago

“Shocking customer service! An error with their website resulted in them sending me the wrong product - no fault of mine. Yet their dealing of the situation was dreadful: certainly not how to keep customers! AVOID!”

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Posted 5 years ago

“Appalling so called 'customer service'... avoid this company like the plague”

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Posted 5 years ago

“I had a very good experience with The Fragrance Shop, so I was surprised when I saw all the negative reviews. I feel very sad for all the people who had bad experiences with them. I ordered the Shawn Mendes original and SM II. It arrived promptly within a few days. I even made further purchases, paying for next day delivery which was 0.99p. The delivery arrived the next day. The fragrances were authentic as they lasted all day. I again went to visit the site today to make a further purchase but there is no 'add to basket' or 'buy now' option on any of the fragrances. Out of curiosity I stumbled across this site and read all the reviews. I was saddened to see that people had been 'ripped-off'. I can only assume that I have been very lucky! I hope everyone is able to resolve all their buying issues.”

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Posted 5 years ago

“As with everyone else's review, my experience is also the same. I have recently made an order and now on 'my account' the order has disappeared. I never received an email confirmation and now I am convinced that I have been scammed out of £90. As well as seeing other reviews, I'm sure that the fragrance shop are not to be trusted and I will be escalating as soon as their customer service is available on Monday. Safe to say, I will never buy from this website again!!!”

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Posted 5 years ago

“Wow!! I am not surprised that this company has such a poor rating!!! Our Genuine experience: Bought Chanel products for my wife and me. My Chanel Pour Homme spray was nothing like the Chanel we are used to. It did not smell anywhere near as strong and lasted less than 2hrs unlike the real thing all day. In my opinion probably watered down. Customer services ignored my emails until they realized that I was not going to go away, then they reluctantly contacted me. Customer Service in my opinion leaves a lot to be desired - A lot! In my opinion these perfumes were probably not the real thing and a total waste of money. They are the long term loosers - we will not be using them again. This is not intended to be sour grapes when I write that old adage of: BUYER BEWARE - BE VERY AWARE!!”

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Posted 5 years ago

“My order was offered with a free gift but it has never arrived.. I queried the customer service. They said I ordered before the the free gift was offered even though I show them a screen shot of my order which clearly included a free gift. This sounds like a scam. Needless to say I'll bring my business elsewhere.”

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Posted 5 years ago

“BEWARE BEWARE BEWARE!!! Where to start with these lowlife,immoral degenerates. This is the 2nd time i have been scammed by these people (yes i know,once bitten and all that). In September i paid them £337.27 for 4 perfumes.Only 3 arrived quickly with a £100 bottle missing. Customer care is non existent. December 16th i needed Christmas presents quickly so took a chance again( yes i must be bonkers). They cancelled my order and never informed me but kept the £214.90 i paid through PayPal. Tried calling them-no response,emailed them 46 times in 2 days-no response.The online chat scentbox(robot) utterly useless and will drive you insane. I have had to escalate the case in PayPal to a claim. Please folks to not ignore the negative reviews of this company. You are taking a big risk with your hard earned cash and most times you will be let down for birthday or Christmas dates. I wont see my £214.70 till sometime in January if i'm lucky. The Fragrance Shop are worse than Indian online scammers. DO NOT TAKE THE RISK OF LOSING YOUR HARD EARNED CASH OVER CHRISTMAS.”

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Posted 5 years ago

“I wish I read the reviews first before ordering online. I ordered on 13th Dec 19 which is a Xmas present by the way for my granddaughter....still waiting for this email to collect. I've emailed, called no response from them. Even that stupid bot couldn't help, it was thanking me before it was resolved. I didn't want to give it a 1 star. The worse service I've ever experienced..🤬”

Helpful Report

Posted 5 years ago

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

The Fragrance Shop Reviews