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The Fragrance Shop Reviews

1.5 Rating 191 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

1.5

Based on 191 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 84%
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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The Fragrance Shop 1 star review on 22nd December 2023

The Fragrance Shop 1 star review on 7th March 2023

The Fragrance Shop 1 star review on 4th September 2021

The Fragrance Shop 1 star review on 8th March 2021

The Fragrance Shop 1 star review on 20th February 2021

The Fragrance Shop 1 star review on 19th January 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely awful service!!! Joined the membership ordered 3 weeks ago next day delivery still not received order, lied to by customer service over and over again raised a complaint was told within 72 hours someone would contact me with a resolution a week later and still not heard a thing from them and now they are ignoring my emails!!! I am taking legal action. Would never recommend this service, a shambolic service from the start and 22 emails later still no resolution!!”

Posted 2 years ago

“Do not ever purchase anything from this company - they have polite, but useless customer service. I paid for a next day delivery which took three weeks. Two months later and ten emails, the refund which they acknowledge I am entitled too, has just not happened”

Posted 2 years ago

“I went in the branch of Redhill Surrey. The young lady who served me was pleasant and helpful. My complaint is therefore directed to the company itself. First and foremost the the product I bought was far below in quality than the sample I tried. Secondly they do not issue paper receipts but ask you for your e-mail in order to send you one. The problem is that first you might not have an e-mail, secondly, if you have to go to another shop which might also sell perfumes, you might get involved in a embarrassing situation if you cannot produce a receipt to show that your purchase is from a different shop. The excuse they give you is that they want to save on paper. By the way I am still waiting to received a receipt although I received an e-mail from them asking me to give them a score. NO I WOULD NOT RECCOMEND THAT SHOP”

Posted 2 years ago

“Ordered something before Christmas for next day delivery. Never arrived, and now almost 2 months later, I'm still chasing a refund. They confirmed they can see I haven't received the order. But refuse to do anything about it. Do not trust this companies service!!”

Posted 2 years ago

“Ordered a whole rang of products on 23rd October. Only some arrived £70 worth of stuff missing. I have spent hours sending photos and talking to people on the phone. Nothing has happened and it’s now the 24th January … 3 months!! They always v reasonable and always something more for me to do. I would never use this company again. Anyone tried the small claims court ?”

Posted 2 years ago

“Absolutely awful service and support from The Fragrance Shop. Very unprofessional and considering that there are so many complaints I wonder how they are getting away with such bad service. I am still waiting for an order that was supposed to be delivered on the 21st of December. Customer service are about as helpful as a stone. Getting absolutely nowhere. Shocking, Not recommended. AVOID!!!!!!!!”

Posted 2 years ago

“Received leaking bottle of perfume. Returned 31.12.21 for an exchange, still waiting for my replacement 19 days later. Countless emails amd phone calls and promises. Terrible customer service.”

Posted 2 years ago

“This shop is absolutely awful. They promised Christmas delivery but item never arrived. Have been in daily contact with customer services who just say they will look into it. DO NOT BUY FROM HERE!!!!”

Posted 2 years ago

“Ordered 22nd December for a gift, never arrived for Christmas and still chasing after Christmas, finally had a response and I asked for a refund and to cancel, 4 weeks on still no refund but constantly chasing.”

Posted 2 years ago

“Hello I waiting for refund for over 5 weeks for order Order placed on 04-Dec-21. Why it is so complicated to refund me????? Have sent millions of emails, was trying to call, no one answer. Zero communication, poor customer service, unprofessional and irresponsible people working over there. This caused me so much stress for nothing.”

Posted 2 years ago

“This is a bad review for bad customer service. I returned a product and I have waited 10 days for a refund, which I still haven’t received. So I have had to escalate it with PayPal as I’m not getting anywhere with this company, the only thing I’m getting is EXCUSES! BEWARE IF YOU EVER NEED TO REURN AN ITEM AND WANTING A REFUND!!”

Posted 2 years ago

“I have worn Chanel Coco Mademoiselle for twenty years and purchased from this company as my usual supplier was out of stock. £124 intense, thought I would opt for intense as I love this perfume and get comments every time I wear it so expected even more of the beautiful aroma as It leaves a trail that lingers. To my horror after applying, the aroma disappears after about half an hour and my partner cannot smell it at all. I’m so disappointed at their response which was they want to send away for testing. After wearing Chanel perfume since the age of twenty that’s 40 years in total, I know this brand and the perfume The Fragrance Shop sent me is most certainly not authentic. DO NOT BUY CHANEL from these people. I am now in dispute and intend to take this matter further”

Posted 2 years ago

“Do not order from this company! I have paid £35 for perfume and when I got my delivery the box was empty! It’s been two weeks and they are now ignoring my emails, I will be completing the trading standards form! Absolutely horrendous customer service”

Posted 2 years ago

“Just shop elsewhere I spent over 100 pound they sent 1 of my items from the 2 I emailed no response. So I rang 35 minutes I was on hold for them to say it is royal mail at fault the box was untampered with but they asked someone in warehouse that said it was in there. It was the only thing my daughter wanted for Christmas and she won't have that now. I now see this happens a lot take your money elsewhere.”

Posted 2 years ago

“Just been into Fragrance Shop in St Enoch Centre Glasgow would like to say a massive thankyou to karen who served me ....lovely staff in that shop ....oh and Karen once again thankyou for helping me out with my perfume (Angel).😊”

Posted 2 years ago

“only half of my order arrived over 5 weeks ago! they have not refunded me, customer service is awful they don't care, take your money and don't deliver the problems.”

Posted 2 years ago

“The idiots cant even read an order. Sent an order to my girlfriend and they addressed it to me but sent to her. Absolute idiots. will never use again. Have ordered from John Lewis ( a proper company) many times never had a problem.”

Posted 2 years ago

“Wrong item and refused replacement I do not want to even give this a star. I place an order for my mums bday, i ordered a gift. a week later i got the totally wrong item, 1. missing my mums bday and then she was leaving the country 3 days after i received the wrong item. I wrote and then called the shop asking to get the item replace immediately they insisted i get the item returned they will process a refund before given the right item. i explained to them this will take a long time and i need the item quicker than that but they could not help and insisted i still return or find a shop which was no where near me hence ordering the item online in the first place. highly highly disappointment with the service . will never use this site again because it shoes you are not dependable at all. disappointment no helpful person at all. and i am going to go to every review online and report this. not a happy person at all.”

Posted 2 years ago

“Do not buy from this company, I paid for items that never arrived! And it’s been over a month and I’ve still not had a refund or the items! They have palmed me off with every email even said the supplier was checking there stock lol. Ridiculous customer service. Lucky for me they were only the cheaper end frangrances. I think they are hoping I just give up hassling them. Totally and utterly ripped off!! Please if you are buying presents for people do not trust this company.”

Posted 2 years ago

“I have been to the store and made a purchase of 2 bottles of Barbour perfume. I was asked very briefly if I wanted to become a member to receive 20% off. I said yes only to see that £15 was added to my receipt! I am furious about the way this was done and the member of staff was very sneaky about this and failed to even mention that there was a charge! I will not be accepting this and am requesting a refund of this obscene deal. Also, I got home and opened the perfume only to find that is has been leaking out of the lid so I feel totally ripped off. This was a gift for my mum for Christmas and it is damaged.”

Posted 2 years ago

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The Fragrance Shop is rated 1.5 based on 191 reviews