“I wish i could give less, 1 star is a compliment. gift set for GF's birthday was spilled an damaged upon arrival still in box, empty! 2 weeks of back and forthing with "Laurentiu U" got me nowhere. After 7 images of every conceivable angle they closed my case. No refund no return no nothing! Thanks for the waste of a time gift, il never shop with u again your customer service is horrendous your process of complaints is terrible and worse still you dont even care! As of this morning iv had to initiate a returns that i will have to travel and go out of my way to send back, because of your messup not mine, im the customer?! I order online, it arrives. Thats how it works, if i wanted to walk about id have gone to a store!! Useless utterly useless. AVOID TRUST ME, THEY COULDNT CARE LESS. AVOID!”
“Terrible customer service - different advisors keep fobbing me off ! So far no product received and no refund . Money taken from account 6th May and we are now on 28th May !
First time using The Fragrance Shop - will definitely NOT be using again .”
“Disgusting customer service, 2 weeks on and no sign of my order despite being assured it was dispatched 4 days ago. Customer service have stopped responding.
Please avoid this company, I will be taking the legal route to get my money back.”
“Disappointing. Bought an item from The Fragrance Shop in view of a free item also being advertised (that would have made the additional cost worth while). Unfortunately no free item received, and when the issue was raised, the customer support service denied all responsibility. Excuses were made that the item was no longer available, despite evidence documented and sent to customer services to show the item was still currently available (which was subsequently confirmed as correct). I definitely will not purchase from this company again.”
“Order not delivered
Customer Service absolutely useless. Do not use this Company. Currently no refund and no goods. Courier service lies. Will never use again”
“Please don't order from this Company. I ordered a perfume to be gift wrapped and sent to my daughter as a birthday present. She received it with no gift wrap and they even sent her the receipt!!! I gave them my address for the billing. Bad customer service x”
“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.”
“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!”
“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!!!!”
“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.”
“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!”
“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”
“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!”
“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.”
“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”
“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.”
“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”
“Recently visited the one in Aylesbury horrendous customer service
Complained not even a response
Go to perfume shop where you get great customer service”
“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”
