The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.53

1.5 Rating 192 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

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Metrics

1.5

Based on 192 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

Anonymous // 01/01/2019

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“Do not buy from this company, it’s got the worst customer service I’ve ever heard, items missing out of calendar last year, won’t reply to email, then customer service hangs up phone”

Helpful Report

Posted 6 months ago

“I have concerns this company is a scam. I ordered 2 perfumes a month ago. They do not reply to emails..instead, automated emails keep coming through. There is no customer service number to call. I am hoping PayPal can resolve this and I can be fully refunded.”

Helpful Report

Posted 6 months ago

“10 min after placing order for over £100, they sent me an email saying there was an issue with my payment and product couldn't be sent until resolved. So i phoned the number they gave to be told it didnt exist any more. They had taken the payment already in any case! Then I found this page....”

Helpful Report

Posted 6 months ago

“Free bag did not get delivered with my aftershave. No explanation why they were sent separately? I have been waiting on it for several weeks now and they are saying Royal Mail is holding it up. Customer service lied to me and said they would send me a new one within 48 hours and did not. Takes 48 hours for them to give you the stuff... but several weeks for the company to return it? Not buying that to be honest. Just use someone else.”

Helpful Report

Posted 10 months ago

“They don't seem to be scams as I got a refund but the process and customer care were a disaster. I've purchased a membership that provided a discount and perfume. The membership transaction went well. Right after buying the perfume (to be delivered to the shop the next day), I got an email with a request to confirm my address. I didn't have a utility bill on my name but immediately sent a tenancy agreement with my name. They changed the request to status resolved. The next day I went to the shop to collect the purchase and was told to come back in 4 days. After 6 days I filed the ticket through the system. There is no way to contact via phone. There was a long and frustrating way of sending the messages back and forth. It resulted in canceling the order and membership. In responding to the messages agents never read the context (information of the order, inquiry details, etc.) of the inquiry but repeat the same instruction as the bot. They never replied why my tenancy agreement didn't work to prove an address. When I requested to cancel my membership they first said it was physically shipped, then that I need to go to the physical shop.. I truly believe it's a bot replying to the inquiries, not a human. Btw, it's more expensive than other shops so I recommend doing some research prior to buying and using alternatives.”

Helpful Report

Posted 10 months ago

“had a very bad experience this afternoon at the Fragrance Shop Wood Green Branch, London. I wrote about it on the Trustpilot and Trustpilot removed the review because they were bribed to remove customers reviews who complain about very bad experiences at the Fragrance shop. I went to buy this but the staff refused to give me a membership discount and not even £9.90 but she told me £22. Is this not stealing? French Connection UKSpecial Anniversary LadiesEau De Toilette 100ml Spray”

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Posted 11 months ago

“I had a very bad experience this afternoon at the Fragrance Shop Wood Green Branch, London. I wrote about it on the Trustpilot and Trustpilot removed the review because they were bribed to remove customer reviews who complain about very bad experiences at the Fragrance shop. I went to buy this but the staff refused to give me a membership discount and not even £9.90 but she told me £22. Is this not stealing? Look what I saw online for the wood Green branch but the staff did not take into account what I show her from my phone. French Connection UKSpecial Anniversary LadiesEau De Toilette 100ml SprayQty 1 £9.90 20% discount applied! You saved £1.98 You have 1 discount remaining Promotion Code SPRING30 Product total £9.90 Discount code My TFS Membership 20% Off- £1.98 Order total (excluding delivery): £7.92”

Helpful Report

Posted 11 months ago

“I had bad experience with The Fragrance Shop recently. I ordered 2 items of perfume on 16/02/2023 (order number FWUK57190062). I ordered 2 by mistake. In order to cancel 1 so that postage cost would be saved, I read on their website that I had to call customer service and ask to cancel order. I did that on same day, as well sent email to customer service. I was informed on phone call that only 1 item of 2 could not be cancelled and that whole order needed to be cancelled. I agreed for customer service staff to cancel order and I was reassured that order was cancelled and I would receive email confirmation of that. I did not receive that email. Order was delivered on 18/02/2023. On 20/02/2023 I emailed customer service to send me post label to return items. I indicated that I had asked previously on phone before items were posted to cancel order and was reassured that it was yet I still received parcel and had to deal with its return now due to failure on customer service part. Victoria M emailed me return label as attachment. I posted item back on 22/02/2023 and I have receipt of that. According to tracking, parcel was received by The Fragrance Shop on 28/02/2023. I also have screenshot of that. I did not receive any email confirmation from their customer service of that. After waiting, I emailed customer service on 12/03/2023 and informed that I returned item and want refund. I attached photos of postage receipt and delivery receipt. In email reply from customer service (Carolina E) I was told she would check with warehouse. After waiting a while and no feed back from customer service, I again emailed on 21/03/2023 and asked for refund as I sent proof of postage and delivery at their warehouse. I repeated on 22/03/2023 but no reply from customer service. Again after waiting a while and no feed back from customer service, I emailed customer service on 29/03/2023. I received email reply from Carolina E stating that reply with courier update was awaited. I was confused. I email replied to her with attached photo proof of postage & delivery at their warehouse, yet again, and asked for refund. On 30/03/2023 Carolina E replied to my email and stared order number did not match. I attached screenshot of postage label that was emailed to me by customer service (as mentioned above by Victoria M on 20/02/2023) and I used that label trusting it was correct. Upon checking it, I also noticed order number on postage label was wrong, not my order number sent to me in order email. I emailed customer service stating that wrong order number on postage label is not my fault. I did my responsibility to send item back to The Fragrance Shop. It did not occur to me to double check order number on return postage label. It is customer service responsibility. Regardless, I sent photos proof of me posting it back and The Fragrance Shop having received it (yet again). I sent email to customer service and asked for refund. I received email reply from both Carolina E and Aisha A on 30/03/2023 stating that refund was issued and advising to wait 3-5 working days for it to appear in my bank account. I waited a few days and I did not receive refund. I sent numerous, more around dozen emails on 05/04/2023 and 06/04/2023 asking strongly to refund my money. On 05/04/2023 both Liv H and Matthew A replied that refund was issued. On 06/04/2023 both Carolina E and Holly A emailed that refund was issued. I was receiving standard copy & paste email replies. In my emails to customer service on that day I kept requesting more details. 1. To send me refund. 2. To send me contact details of management. 3. When it was stated that refund was issued I requested screenshot proof that it was issued. On 06/03/2023 all of a sudden in one of emails, Carolina E stated there is “issue” with refund. Meanwhile, Holly A stared refund was issued. I was not given anything I requested. I kept receiving emails from Carolina E and Holly A with conflicting information. I accused that they were lying to me on purpose, and they were doing delay tactics on purpose. On 07/04/2023 Carolina E replied in email quote “I am doing everything I can to ensure that if I am reimbursed it will be solved as soon as possible.” I did not understand this sentence. And I replied requesting the following, quote “1. Timescale of sending my refund. “As soon as possible” is not acceptable. 2. Contacts of supervisor. 3. Proof screenshot refund was requested, allegedly according to you and your colleague yesterday. I’d like to see that date on request document. 4. As i advised, please send refund to my paypal. Since you’re having so called issues.” I did not receive any reply since then. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One moment they stated refund was sent. Another moment they stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One stated refund was sent. Another stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. I equal that to denial me of my consumer right, blatant lie, delay tactics, and the Fragrance Shop beaching regulations. In the meantime, I posted negative review on Trustpilot. I read many other multiple negative reviews of similar nature. No refund was given to customers. And customers were complaining about customer service sending them standard copy & paste replies like to me. To my review post I received same standard copy & paste impersonal reply, which also stated that order number does not match. I read in reviews many other customers received same reply. What a disgrace. Meanwhile, I did quick research and learnt that The Fragrance Shop received platinum trusted service award from Feefo. I contacted Feefo (Feefo Email Support. support@feefo.com) with this feed-back of my experience and I wonder how The Fragrance Shop received that award based on all those negative reviews. I also contacted Retail Times that published article about receiving this award. Here is link to this article: https://retailtimes.co.uk/the-fragrance-shop-wins-feefo-platinum-trusted-service-award-for-fourth-consecutive-year/ The article was written by Fiona Briggs, editor of that publication. I also contacted and sent my negative review to the following: The Institute of Customer Service (https://www.instituteofcustomerservice.com/contact/) Resolver https://www.resolver.co.uk/companies/the-fragrance-shop-complaints I posted my negative review on the following: https://www.reviews.io/company-reviews/store/www-thefragranceshop-co-uk https://www.sitejabber.com/reviews/thefragranceshop.co.uk/amp https://www.reviewcentre.com/reviews243246.html This retailer The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only feeling that comes to mind after all that experience is that this is fraudulent & scamming behaviour. And the way customer service staff reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only thought that comes to mind is that this is fraudulent & scamming behaviour. And the way customer service reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. Please read negative reviews of other deceived and upset customers, and will anyone ever pay attention to breaking law behaviour.”

Helpful Report

Posted 1 year ago

“Yes, fake tracking number and no packge. Please don't waste your time and money, if I would have known better. Scam and thieves.”

Helpful Report

Posted 1 year ago

“Good evening guys, I am very upset. I placed and order on January 13th 2023 for a Mancera Velvet Vanilla Perfum with fragranceshop.com, on January 16, received a fake email saying the perfume has been shipped with a fake tracking number. that package never shipped. I email them January 20, 2023 asking why the tracking is not moving? no response, then I got another email on january 22nd saying another tracking number provided. at this point i knew they are playing a stupid joke, why send another tracking number when you said you ship the perfume since January 16th? I emailed them asking for my money, then on January 23rd, I received a fake email saying sorry your package is lost in the mail, please fill out a lost claim, we will investigate then make a decision. that package was never shipped, that person took my money. everybody has problem with them. this website created a fake pictures of expensive perfumes, saying you'll get a discount, when place an order they take your money, sending you empty bottles, broken glasses, on empty box with nothing in it, then saying sorry i can't give you a refund because you used the product. Those people need to be put in jail for fraud.”

Helpful Report

Posted 1 year ago

“This is an appalling company clearly ripping off customers left, right and centre given the reviews. Ordered goods 2.5 months ago and still not received goods or a refund. I have reported them to Trading Standards. Their customer service just sends out standard responses with no solutions or willingness to help. Waiting times on the phone are 1.5 - 2 hours so there are clearly a lot of unhappy customers. DO NOT ORDER FROM THESE COWBOYS AND GO ELSEWHERE!!”

Helpful Report

Posted 1 year ago

“Refused a refund even tho the courier company accepted full responsibility this has been going on since 3/12/22 and they ignore emails and make it very difficult to get refunded or the items replaced the customer services are shocking”

Helpful Report

Posted 1 year ago

“I have sent copius amounts of emails to this company regarding the wrong item being sent to my address. No reply from an actual person just automated messages. Iv read all the complaints about The Fragrance Shop and i wish i had read these comments before ordering. As i wouldnt have ordered. I will also be giving people advice not to order from this company. Absolutely disgusting customer service. And there is no point replying to my comment on here, anyone from The Fragrance Shop as you did this last time, i followed your guidance and yet again no reply from anyone!”

Helpful Report

Posted 1 year ago

“If u have purchased an advent calendar this year check the contents ASAP if you do not have pink Versace in the 1st December box then u have been scammed by the fragrance shop , they have been selling last years calendars as this years they did this 2 me so check your calendars good luck all”

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Posted 1 year ago

“THIS IS SUCH A TERRIBLE COMPANY IT MUST BE GETTING TO THE THEIFS BECAUSE THEY HAVE STOPPED ME COMMENTING ON MY OTHER FACEBOOK ACCOUNT AND TOOK MY COMMENTS DOWN ASWELL THEY ARE NOTHING BUT THEIFS...THEY TOOK 201.39 OUT OF MY BACK FOR NO REASON AT ALL NEARLY 2 MONTHS AGO AND I STILL CANT GET IT BACK OFF THEM 200 QUID IS A LOT OF MONEY BUT THEY DONT SEEM TO SEE IT THE POLICE HAVE BEEN IMFORMED AND MY BANK IS TRYING THERE BEST TO GET IT BACK BUT I TELL YOU NOW KEEP WELL AWAY FROM THEM AND IF YOU BLOCK THIS ACCOUNT I WILL MAKE ANOTHER TWO CAN PLAY AT THIS GAME....... DO NOT BOTHER WITH THEM......”

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Posted 1 year ago

“Don't buy Advent Calendar!! Full of free samples! Supposed to be £300 worth of perfume! Paha!”

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Posted 1 year ago

“Waiting for a refund as never had an account with them my only mistake was i bought something for the shop and a year later they take money from me,even after i emailed them to say no i do not want to be a member. Stay away from this company and the customer service is no service at all BE WARNED THEY RIP YOU OFF”

Helpful Report

Posted 1 year ago

“Terrible company to deal with they took our money twice the second time they took it was two weeks later out of the blue 201.39 and that was the 10th September and still havnt got it back Customer Service on the phone and messages are unreal its like talking to Mr bean just beware DO NOT BOTHER WITH THEM THEY ARE USELESS....its gone on long enough I've never none anything like this ive supplied all the information and still nothing this is theft now so I'm contacting the police”

Helpful Report

Posted 1 year ago

“They rip you off they take money out of your bank account for items what they cancelled during to stock then two weeks later take the money out and keep it that was the 10th of September and I still having a job to get it back its classed as theft and they don't seem bothered the bank is putting a dispute through to get it back they are a waste of time STAY CLEAR OF THESES ROGUES”

Helpful Report

Posted 1 year ago

“After nearly one month my order still not arrived to my local store and when I did visit store there wasn't helpful and after one month delay I just get a refund which is not worth it at all , I suggest you do not waste your time with this company , do not buy from them. Order number FWUK55938914 just for proof.”

Helpful Report

Posted 1 year ago

The Fragrance Shop is rated 1.5 based on 192 reviews