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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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Zara
Verified Reviewer
“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 10 months ago
Anonymous
Unverified Reviewer
“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 10 months ago
Natasha
Verified Reviewer
“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 11 months ago
Alice Neary
Unverified Reviewer
“Customer service is absolutely terrible. I would give it no stars if I could!!!”
Helpful Report
Posted 1 year ago
Tom
Verified Reviewer
“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 1 year ago
Jodie
Unverified Reviewer
“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 1 year ago
Anonymous
Verified Reviewer
“28th my parcel arrived flip packed and empty with a Royal Mail notice of damaged package. 28 days later no refund or productive email only generic emails from fragrance shop. Scammer????”
Helpful Report
Posted 1 year ago
Bryan G
Unverified Reviewer
“Unauthorised Charge - Disgusting Customer Service I have never been more appalled by the customer service of any company. In December 2023, I purchased a Paco Rabanne Gift Set for my mum and joined The Fragrance Shop’s membership because it promised additional discounts on future purchases. When the order arrived, the travel spray was missing. This was a gift, and I didn’t want to give my mum an incomplete set, so I contacted their team. When I initially reached out, I didn’t even request a refund. I simply asked for the missing travel spray to be sent or a replacement set altogether. After several emails and repeatedly asking to escalate the matter to a supervisor, I was told I’d receive a returns form in the post. That form never arrived. Left with no other option, I had to give my mum an incomplete gift on Christmas Day. In January 2024, I followed up again and received no resolution from “Kelly H,” despite being assured the form was on its way. Fast forward to July 2024, I remembered I had signed up for their membership and emailed to cancel it—there was no way I wanted to give this company more of my money. I also reiterated my awful experience. They apologized, confirmed the membership was canceled, and offered to send me perfume samples as an apology. Unsurprisingly, the samples never arrived. To make matters worse, in December 2024, they charged me £15 for renewing the membership I had canceled months earlier. This is an absolute joke. I contacted them again on January 6, 2025, demanding my money back and a resolution to this nightmare. So far, all I’ve received is a generic response, with no action taken. Who is running this company’s online customer service? Their incompetence and lack of accountability are shocking. This company clearly doesn’t care about its customers. I am demanding my case be escalated immediately, my money refunded, and answers for this complete failure in service. Avoid this company at all costs. They’ve wasted my time, caused unnecessary stress, and failed to provide even the basics of customer care.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Total scammers, took my money then posted item back to their warehouse. Like others tried to get refund, in essence they have stolen my money. I'm now blocked on Facebook! For trying to raise awareness.”
The Fragrance Shop 1 star review on 16th January 2025
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Anyone thinking that they are going to get a refund from this company are just kidding themselves. Please contact Trading Standards, as this company are fraudulent. Don't believe me...wait and see...”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I bought a Christmas present in December (still hasn't arrived) I've been in touch with "April" from customer services who sends an automated response. No sign of the product, a replacement being arranged or a refund despite multiple contacting of them.”
Helpful Report
Posted 1 year ago
Kg
Unverified Reviewer
“Got the 2024 advent calendar and there is no way the items in it are worth as much as they claim, some are really cheap and it also states on the sleeve there is a voucher, there isn't, very disappointing and when you try to contact them, you can't, don't buy”
Helpful Report
Posted 1 year ago
Amy
Unverified Reviewer
“Pre-ordered a perfume advent calendar at the beginning of September for a Christmas present. Got to mid October, hadn't heard anything, so emailed them about it - no response. Left it a few weeks, as I appreciate they're busy, but still hadn't heard anything by November so emailed again and got a generic response from 'April' a few days later saying I need to wait at least 10 days for my order to arrive... 2 months after I'd ordered it. Emailed back and got another email from 'Sinah Z' saying they need to speak to support about it and will get back to me. Heard nothing. Called up and waited in a long queue of 60+ people only to then be told the advent calendars were out of stock and there would be no more - At what point did you know that? Why didn't anyone tell me that before I had to ring up 2 months later?! This was a gift for a family member too, so they would have been left with nothing, if I didn't use my brain. And why are you taking more pre-orders than you can physically fulfil?? Spoke to a call handler who said it would be cancelled. Then got an email to say "sorry YOU wish to cancel your order" - I didn't want to cancel it, you guys being incompetent did. Then I got a second email to say no money had been taken, when I could see they had taken over £100 and definitely not replaced it. Countless emails and calls (of being in a queue of 82 people at it's worst) later, the last call handler went to speak to support said I'd be refunded in "3-5 days". Waited past that period of time, still no refund. Over 3 and a half months later of this nonsense, from ordering to this point, I put in a claim through Barclaycard to reclaim the money as I was over chasing them for MY money that they supposedly "didn't take". Miraculously, the money has now been put back in, so I've cancelled the claim. I shouldn't have to chase for my own money back after you have screwed me over. If I hadn't kept on contacting them too, they would have just kept the money as "no money was taken". Absolutely disgraceful way to run a business.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Never recieved u took my money and sent numerous emails never got my money back a scam”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“AVOID, They are madness, I have received an opened parcel/empty, I have proof from royal mail it was opened and they still doesn't want to give me my money back.”
The Fragrance Shop 1 star review on 10th December 2024
Helpful Report
Posted 1 year ago
Penelope
Unverified Reviewer
“This is the most shocking business I have ever had the misfortune of dealing with! The caller I got through to was rude and not listening to me shouting “oh my God” It was dismal now I’m waiting for refunds as the employee messed up my subscription! AVOID”
Helpful Report
Posted 1 year ago
Rant 1973
Unverified Reviewer
“Just awful avoid at all costs”
Helpful Report
Posted 1 year ago
Noor
Verified Reviewer
“Spoke to an associate to cancel my subscription after the first year was up and was told it will automatically cancel. A year later still hadn’t been cancelled and was told my account details couldn’t be found. Now miraculously 2 and a half years later my subscription has been cancel after numerous requests.. no refund issued.. avoid this company.. their customer service is the worst I’ve experienced ever.”
Helpful Report
Posted 1 year ago
Rach
Verified Reviewer
“Bought a £12 sample in store and didn’t realise I was signing up to a subscription. I decided to give it a go but the next month’s fragrance was damaged - it leaked all over the packaging and over half had gone. I complained to customer services and I had to message twice before anyone replied. They said they were ‘investigating’ with the delivery company. I never received a reply (or refund) so cancelled my subscription. I’m just hoping it is cancelled after reading other reviews. Really disappointing.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“The fragrance shop are a fraud there customer services are very unprofessional they ignore emails and my order has now taken 8 days and still not arrived it was supposed to be here next day , stay clear of them”
Helpful Report
Posted 1 year ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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