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The Fragrance Shop Reviews

1.4 Rating 301 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 301 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
Communication Channels
Email, Live Chat, Telephone
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Debra Branscombe
Verified Reviewer
“I am taking my complaint to trading standards via the Citizens Advice. I received a fake perfume, I have been purchasing the same for over 8 years but usually purchased elsewhere. I tried the Fragrance Shop for a change. Huge mistake. £86 down and they won't refund or replace. I would recommend anyone who has been ripped off by this company to contact Citizens advice and take them to trading standards. Very dishonest company.”
Helpful Report
Posted 4 years ago
Tom Morgan
Verified Reviewer
“Avoid these crooks! I ordered 6 Aramis deodorant sticks and received 6 Aramis anti-perspirant sticks. Unfortunately, there is a huge difference- the anti-perspirant is white and leaves a very visible stain on clothes. I have tried contacting their customer support 4 times and they don't even bother replying. All I asked for was a refund and/or the product I actually ordered- I was and am willing to return the faulty merchandise. I told them I intended to inform the world and this doesn't motivate them to reply to me! Stay away from them!”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Feel conned and ripped off and really never had such awful customer service. Supplied defective product and then won’t accept a return or give a refund - terrible apathy of customer service - BUYER BEWARE!!!!”
Helpful Report
Posted 4 years ago
Paul
Verified Reviewer
“Fragrance I got was armani code which I always use but fragrance weak had to buy another bottle from perfume shop which was as it should be strong fragrance.”
Helpful Report
Posted 4 years ago
Jess
Unverified Reviewer
“Absolutely awful customer service. I was sent a bottle of perfume, for which I had a reaction to, really makes me question whether their perfumes are legit, would NEVER buy from again. AVOID!”
Helpful Report
Posted 5 years ago
D
Verified Reviewer
“Avoid these guys. Did not receive item. Would not process refund. Shop elsewhere.”
Helpful Report
Posted 5 years ago
Annoyed
Unverified Reviewer
“Perfume smelled absolutely terrible like curry was told I have to contact brand myself why when I bought it from them absolutely appalling customer service will never use this company again”
Helpful Report
Posted 5 years ago
Luci
Verified Reviewer
“Do Not Use the fragrance shop. Customer service and delivery is disgusting. They did not send all of my order which was for a gift and then they tried to blame the courier for their mistake. The box was fully sealed which means it was their incompetence that caused the issue not royal mail. They asked me to send images and fill in forms which I did only for them to request more. They are ridiculous and petty. The issue still hasn't been sorted which caused disappointment because it was a gift. I don't have time to mess around with obsolete companies like the fragrance shop uk. They just need to go as they are not worthy of any customers and they will never ever be recommended. Very unhelpful staff with zero people skills. This company has made me jump through hoops to try and get this sorted and they are even worse on the phone (as you can't even get through) than they are by email or their ridiculous so called live chat which is disgraceful. Avoid them at all costs as there are much better companies out there with excellent products and customer service. I do know that sometimes issues do happen, but it is how they are dealt with that counts and thefragranceshop.co.uk is absolutely diabolical, They have no idea how to run a business which is why they shouldn't and don't have customers. It’s when an issue happens, you can see the company for how it truly is. The Fragrance Shop has very clearly shown they are not a company to be used ever. Avoid!”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“False advertisements saying you get a free gift then after 3 days and 3 tickets logged get the usual fob off saying only if gift available should of stayed with my normal supplier, as at least they don’t take 3 emails and 3 days to even get a response poor customer service will be taking my money elsewhere and would advise others to aswell.”
The Fragrance Shop 1 star review on 8th March 2021
Helpful Report
Posted 5 years ago
Michaela Menga
Verified Reviewer
“I bought xmas presents on Black Friday, in November 2020, for Christmas presents and another bath shortly after that. The second purchase arrived before the first purchase had been dispatched, so i notified TFS, in which they instructed that the 1st parcel would arrive on 7th December. I didn't receive the parcel. Since then, i have contacted TFS, tried to redelivery, thinking this was a mistake and been to the Royal Mail Depot and started an investigation. I've filled in a form from TFS sent endless emails and not a refund in sight, or new product's. I'm so disappointed, over £100 down and not a care given by TFS. Ive followed all the protocol guidance and seriously considering the ombudsman. A reassuring call or email would suffice with an actual update, but all they respond with is.. "were looking into it"... that is not an update, that is fobbing your customers off! I have done as much as i can to track the parcel down. Under the Consumer Rights Act 2015, its TFS that is responsible to ensure the order is delivered and to agree to an alternative place to leave the parcel, this has not happened. Its well over three months since I purchased these items and not one single customer service team advisor from TFS has given me a sufficient update, I am beyond frustrated and disappointed now. Customer Service speaks volumes... its safe to say that I will NOT be purchasing again, or recommending to anybody in the future. In short.... no parcel, no refund, and no alternative products dispatched... Very poor”
Helpful Report
Posted 5 years ago
Mosiah A
Verified Reviewer
“They have sent me an empty bottle I repeat an EMPTY bottle of Calvin Klein. I am absolutely fuming and never seen anything like this. I have emailed with images etc so just waiting to hear back but please avoid at all costs. What kind of a sick joke is that? Sending someone who has paid 40£ odd quid an empty bottle.”
The Fragrance Shop 1 star review on 20th February 2021
Helpful Report
Posted 5 years ago
Angela Hughes
Unverified Reviewer
“orderd perfume never arrived sent endless emails I was emailed a form which I sent back to be told I can't scan it over.this has been going on since Jan 24th ive just recieved letter through post no prepaid envelope so had to purchase envelope and stamp and they giving me 5days to respond or they will assume ivd recieved which I have not even though there letter took 8 days to arrive to me .the latest response is they are now saying I can attach letter to email which is what I did a week ago and whilst this fiasco is still going on I'm £60 out of pocket shocking service”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“Recently visited the one in Aylesbury horrendous customer service Complained not even a response Go to perfume shop where you get great customer service”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“Absolutely rubbish don't bother, ordered perfume for my girlfriend, paid for it and then 4 days later they tell me its out of stock, still waiting for the refund, please don't bother and waste your money”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“I get 3 perfumes and all ur fake I paid 210 pounds for fake perfumes . I’m so disappointed for this shop.”
Helpful Report
Posted 5 years ago
Anonymous
Unverified Reviewer
“I made the mistake of ordering a Christmas present from these guys. Ordering on the 27th of Nov I thought I had plenty of time… what a mistake. Their communication & customer service is appalling. I don’t know if they actually didn’t have a clue about my order or the different members of staff I spoke to where each feeding me a different pack of lies. I held on waiting for my order until the 22nd of Dec, at this point I had had enough of the false promises of it coming. I asked for a refund. They said they’d investigate with the courier for a third time and refund me when they heard back. Another pack of lies. Luckily I paid with paypal, it wasn’t until I opened a paypal case in January that these guys took it seriously – ish! Yet again I was told its under investigation with the courier (funny I thought it was logged and an investigation started back in mid December – never mind) they told me it could take up to 30 days. At the end of jan we were no further forward so I hit the ‘escalate’ with paypal button – the next day this joke of a company emailed me to tell me I was now being refunded! Who knows where my dads Christmas present ended up I never got the update. I’m quite a fair person and I do not often leave reviews, but these guys angered me so much with their lies and poor customer service. I myself work for a company where we ship goods & yes stuff does get lost with couriers – but you do not leave your customer without goods or their money for this long! I don’t know how they have managed to keep their trust pilot rating up as when I checked out their Facebook page in December it was packed with complaints on every post which have since disappeared.”
Helpful Report
Posted 5 years ago
Anonymous
Unverified Reviewer
“The perfurm looks genuine,but don't keep it smell, I know this because I buy mine from boots twice a year, and it smells great even stays on your clothes, I've always had complement when I wear it, I've had none this time. Which is disappointing.”
Helpful Report
Posted 5 years ago
Alex
Verified Reviewer
“Certain this perfume is fake. I ordered Chloe - L'eau de parfum and there is barely any smell from it. I have several bottles of the Chloe perfume, purchased from local chemists and the perfume shop, and they all smell so strong in comparison to this one. The perfume is either fake or somehow watered down because there is barely a smell and any smell it does have lasts no more than a few minutes! It was £88.50 so i'm shocked at the quality.”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“Absolutely awful. Purchased a perfume gift set to be delivered on my sisters birthday. 5 days later the day it was expected to be delivered. I got an email in the afternoon saying due to insufficient stock. My order has been cancelled. Absolutely furious terrible customer service.”
The Fragrance Shop 1 star review on 19th January 2021
Helpful Report
Posted 5 years ago
Andrew
Unverified Reviewer
“Utter rubbish, I had items stolen from my parcel, in December and after about 8 emails and 5 weeks later I get a refund Very poor”
Helpful Report
Posted 5 years ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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