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The Fragrance Shop Reviews

1.4 Rating 293 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 293 reviews
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
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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 11 months 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 11 months 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 11 months 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 11 months 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
Sharon Taylor
Unverified Reviewer
“I started scentaddict 3 years and all went well until I cancelled my subscription. They continued to take the money and when I had to ask for my money back I must off sent 40 emails and all I’d get back was I’ve escalated it with the relevant department. Oh and when I rang to actually speak to a human being (I use that word very loosely) I have never experienced such terrible customer service they were extremely rude very unprofessional and want to know what my problem was.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Got a fake jean Paul gautier - paid £110”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Back in December 2021 i had a monthly subscription with this company for a refill perfume every month. I cancelled this subscription a few months later, to be found i was still being charged every month. To this day i am still trying to get my money back, i have had to change my bank account to stop the money coming out. You phone customer services who send you round in circles, absolutely shocking company.”
Helpful Report
Posted 1 year ago
Brian McAllister
Unverified Reviewer
“Always go just that extra bit to help you.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I paid a fake Dior large size perfume for 128 pounds It is really fake”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Order Lost In Transit FWUK59890386 No Update Since 21/06/2024 Tracking Number XD839907932GB”
Helpful Report
Posted 1 year ago
Jon
Verified Reviewer
“The checkout on the website doesn't work. Used the voucher code for 30% and it tried to charge my card £24!! I emailed them and got a response that it's a glitch, no help at all. Still the same now weeks later.”
Helpful Report
Posted 1 year ago
Braiden
Unverified Reviewer
“Ordered a fragrance on the 19th initially the notification said that the item would be available for collection at the Bolton store next day, fast forward to the following Saturday still no confirmation email to say that it was ready for collection so rang the store directly who gave me the customer service number, asked if it was open on Saturday low and behold they don’t work on Saturday so emailed them, received a email that it was dispatched and would be ready for collection Wednesday 26th yet again no confirmation so called customer service again only to be told that it was out of stock in store and had to be dispatched from the warehouse and may arrive by Friday 28th but may not so almost two weeks of chasing up still have no item or any definitive answer as to when my item will actually arrive “if” it ever arrives, shocking service but what do you expect from a company that allows staff to eat Christ’s behind the counter whilst you enquire about a product, 0⭐️‘S, completely unprofessional.”
Helpful Report
Posted 1 year ago
The Fragrance Shop is rated 1.4 based on 293 reviews
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