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The Fragrance Shop Reviews

1.5 Rating 192 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

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

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

“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”

Posted 3 years ago

“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.”

The Fragrance Shop 1 star review on 20th February 2021

Posted 3 years ago

“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”

Posted 3 years ago

“Recently visited the one in Aylesbury horrendous customer service Complained not even a response Go to perfume shop where you get great customer service”

Posted 3 years ago

“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”

Posted 3 years ago

“I get 3 perfumes and all ur fake I paid 210 pounds for fake perfumes . I’m so disappointed for this shop.”

Posted 3 years ago

“I made the mistake of ordering a Christmas present from these guys. Ordering on the 27th of Nov I thought I had plenty of time… what a mistake. Their communication & customer service is appalling. I don’t know if they actually didn’t have a clue about my order or the different members of staff I spoke to where each feeding me a different pack of lies. I held on waiting for my order until the 22nd of Dec, at this point I had had enough of the false promises of it coming. I asked for a refund. They said they’d investigate with the courier for a third time and refund me when they heard back. Another pack of lies. Luckily I paid with paypal, it wasn’t until I opened a paypal case in January that these guys took it seriously – ish! Yet again I was told its under investigation with the courier (funny I thought it was logged and an investigation started back in mid December – never mind) they told me it could take up to 30 days. At the end of jan we were no further forward so I hit the ‘escalate’ with paypal button – the next day this joke of a company emailed me to tell me I was now being refunded! Who knows where my dads Christmas present ended up I never got the update. I’m quite a fair person and I do not often leave reviews, but these guys angered me so much with their lies and poor customer service. I myself work for a company where we ship goods & yes stuff does get lost with couriers – but you do not leave your customer without goods or their money for this long! I don’t know how they have managed to keep their trust pilot rating up as when I checked out their Facebook page in December it was packed with complaints on every post which have since disappeared.”

Posted 3 years ago

“The perfurm looks genuine,but don't keep it smell, I know this because I buy mine from boots twice a year, and it smells great even stays on your clothes, I've always had complement when I wear it, I've had none this time. Which is disappointing.”

Posted 3 years ago

“Certain this perfume is fake. I ordered Chloe - L'eau de parfum and there is barely any smell from it. I have several bottles of the Chloe perfume, purchased from local chemists and the perfume shop, and they all smell so strong in comparison to this one. The perfume is either fake or somehow watered down because there is barely a smell and any smell it does have lasts no more than a few minutes! It was £88.50 so i'm shocked at the quality.”

Posted 3 years ago

“Absolutely awful. Purchased a perfume gift set to be delivered on my sisters birthday. 5 days later the day it was expected to be delivered. I got an email in the afternoon saying due to insufficient stock. My order has been cancelled. Absolutely furious terrible customer service.”

The Fragrance Shop 1 star review on 19th January 2021

Posted 3 years ago

“Utter rubbish, I had items stolen from my parcel, in December and after about 8 emails and 5 weeks later I get a refund Very poor”

Posted 3 years ago

“Do Not Use. Customer service, and delivery appalling. Empty carton delivered with no resolution to this, although Royal Mail Track 48, apologised for loss of goods, but claim can only be made by the Fragrance Shop. Still awaiting corrective action 2 weeks later. Out of pocket, and extremely disappointed. Companies should not be allowed to operate in this manner.”

Posted 3 years ago

“BEWARE SCAMMERS. The Fragrance Shop will only respond to positive feed back which is a huge warning to start with. I purchased three bottles of perfume for delivery Christmas Eve for my wife when it arrived two bottles were smashed and perfume dripping everywhere. I emailed them immediately with photographic evidence and it took them 7 days to respond by which time I had disposed of the broken bottles as they where hazardous to have in the house with two small children. Apparently you have to return the broken bottles to them to get a refund but the funny thing is no courier will take broken bottles of perfume as it's hazardous. £125 down the drain 12 days of emails along with horrendous customer service. I would strongly suggest using John Lewis and avoid losing your money.”

Posted 3 years ago

“Jackie Deley I've never wrote a review before but this company is so poor, I feel people need to know. My order was made on 22 nov 2020 its now dec 29 and it still not received .very quick to take the money. emailed several times tried to ring. Id like a refund.”

Posted 3 years ago

“Useless customer service item box came destroyed so terrible to gift. Slow responses so couldn't sort the issue out in time.”

Posted 3 years ago

“Haven’t received my order after 3 weeks, useless customer service, do not shop from them!”

Posted 3 years ago

“I ordered one item on the 30th November (£55). They took payment immediately. I received an email on the 7th December to say it had been despatched and provided me with a tracking no. for royal mail. To date (16th December) royal mail state they have not received the item from the fragrance store. I have emailed three times to advise non receipt and to ask when I might get the goods. All I receive are automated messages which make no sense! This was a Xmas gift which I will now have to source elsewhere. I would not recommend you use this company. Their customer service is diabolical.”

Posted 3 years ago

“I received an empty box. I contacted them and the customer service was awful. I've signed their declaration but have no assurances from them that I will receive the item. Apparently I need to wait 11 working days for a replacement if that is the outcome of their investigation. The original order didn't take anywhere near that long to be sent the first time. I would avoid them at all costs”

Posted 3 years ago

“Never will I purchase a thing from the Fragrance shop online. I returned an item via Collect+ 4 wks ago and no refund !!! I have taken pictures of the order their mistake they sent me a 60ml bottle instead of 100ml product so basically charged me for something I did not get. Disgraceful returns service the worst I have ever had online shocking.”

Posted 3 years ago

“I placed an order for over £200 in good faith on 4th November 2020 and I was still chasing it up by email 3 weeks later. It was sheer luck that I managed to get through to an advisor on their phone line. The lady on the phone was lovely and she liased with Chris her supervisor. What was frustrating was that he would not speak with me directly and only passed on comments through the lady . Such a waste of my time. By the time this call took place, the 20 % code they had initially sent me was invalid. The supervisor was no help trying to sort this so I was told I had to reorder at full price and they would sort things immediately. I did but when I rang back nobody knew what to do about it! The have said the fact my first order had not being dispatched was down to a technical hitch, however they never got in touch with me, it was all me chasing them. On being advised to reorder the whole order I found one of the items was out of stock- so maybe this was the technical hitch. That single item I finally decided to reorder separately and pay £ 3.99 next day delivery. That came the very next day! Customer services ignore your actual issues and do not resolve any complaints I have spent hours corresponding with them mostly to getting a genetic response that they ‘are busy’ . They do not deal with you on a personal basis. I only received my second order on Friday 11 th December. That’s over a month since I placed my order originally. I had to fight for my 20 % off even being told I couldn’t have it as I’d had it on my first order. This being the one they never sent. When I managed to get my 20% sorted they tried to claim the credit saying ‘they’ had resolved this. Their customer service is diabolical and the amount of inconvenience and stress this has caused me had never been addressed. I find them rude and disrespectful. I could have easily bought these items from boots or Debenhams, who had similar discounts at the time. I gave the fragrance shop online the opportunity to sort things. Without my hard work perusing this over numerous weeks via emails daily I believe I would never have got my goods or the discount. I’ve had things from theftagtanceshop before but things have never gone wrong. I do not trust their customer services going forward so would not recommend them.”

Posted 3 years ago

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The Fragrance Shop is rated 1.5 based on 192 reviews