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The Fragrance Shop Reviews

1.4 Rating 288 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 288 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
Verified Reviewer
“Awful customer service. They make it difficult to cancel intentionally. I emailed several times to cancel, and they never ever got back to me. When I got through on the phone they told me they wouldn’t refund the product as I hadn’t spoke to them on the phone even though they can see my emails? Don’t bother unless you’re desperate for minis for travel or something. And then ensure you ring and keep a copy of contact you had with them”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Yes, fake tracking number and no packge. Please don't waste your time and money, if I would have known better. Scam and thieves.”
The Fragrance Shop 1 star review on 7th March 2023
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Scentaddict subscription been great for the last year until this month, when they totally ignored my 'wish list' and just sent me the same fragrance as last month. Refused to accept fault, called me a liar, refused to refund and now want me to return unopened and at my own cost! Appalling customer service. Won't accept subscription cancellation by email, asking me to call to do this. DON'T TOUCH THIS COMPANY!!!!!”
Helpful Report
Posted 2 years ago
Madandidi
Verified Reviewer
“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 2 years ago
Anonymous
Unverified Reviewer
“They make it almost impossible to cancel. I emailed and tried cancel but was told i need to call, which I've tried but just sat in a long queue on the phone and no answer.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Anonymous
Unverified Reviewer
“I bought a 6 month subscrtiption for my wife's birthday. When she entered the voucher code, we didn't get an error but it didn't add any credits to her account. We have been trying to get them to fix the issue but so far there has been no resolution. I phoned up to cancel the subscription but I was told that as it was a voucher it couldn't be refunded. Every time we call we are in a queue for between 1 and 2 hours depending on the time of day and the person at the other end isn't a specialist about scentaddict, they are general agents who deal with everything from sales and orders from "The fragrence Shop" to online subscriptions. I asked to speak to a manager but have been told it would take up to 72 hours! No product for £66, no sign of a refund and no sign of a resolution. Buyer beware!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“DO NOT SIGN UP FOR SCENT ADDICT! TF shop has awful customer service. They activley make it difficult to cancel your subscription. You can only call them which is ridiculous and does not cover those who are unable to communicate verbally. It is horrendous service. Be prepared to dedicate time and effort for something that should be an incredibly simple cancellation process but its anything but. They continued to take payments from my account after 7 emails asking in different ways to cancel my subscription. Only once was i asked via email for my details and the reason for cancellation which i wrongly assumed meant my request would be upheld but NO! Instead the reply was a copy and paste job from the website asking me to call even though i have been very clear in my reasons as to why i could not call. The level of stupidty and greed displayed by TFS and its customer service team is unreal. **DO NOT SIGN UP FOR SCENT ADDICT.** **DO NOT USE THE FRAGRANCE SHOP. ** **USE ALTERNATIVE RETAILERS WHO RESPECT, SUPPORT AND RESOLVE THEIR CUSTOMER QUERIES.**”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“WARNING stay away and save your money! The customer service is awful and I spent over 1 hour to cancel my subscription! The Fragrance Shop staff said the customer service is awful and they absolutely hate contacting them! That sums it up! Had enough of getting generic emails on wrong orders over the last 3 months and still has not been resolved!”
Helpful Report
Posted 2 years ago
Anthony
Verified Reviewer
“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 2 years ago
Jo
Verified Reviewer
“First order received fine 2 subsequent deliveries never appeared Customer service say they delivered Always someone home and they definitely haven’t been Waste of 24 pounds Trying to cancel subscription now Don’t waste your money”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Anonymous
Unverified Reviewer
“Terrible have to constantly chase missing orders and they also send the wrong ones. Emailing to complain is also very unhelpful. When the orders are missing you have to wait 10 working days for them to issue a new one and by that point you are nearly on your next month its a shame the service isn’t better as I actually like receiving a new scent every month ( when they actually arrive )”
Helpful Report
Posted 2 years ago
Leanne
Unverified Reviewer
“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”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“The perfume inside is fake it abosolutly sticks Atomiser doesnt work”
Helpful Report
Posted 2 years ago
JANET STREET
Verified Reviewer
“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......”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Don't buy Advent Calendar!! Full of free samples! Supposed to be £300 worth of perfume! Paha!”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Worst company ever they say on website that you can pick your scents for the month and I did just that yet they sent me a completely different one than I picked. Then emailed to cancel and they said that you have to phone to cancel. Waste of time and money never again”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“Terrible service. I didn’t get the colour atomiser that I ordered- said it was out of stock - didn’t offer me an alternative choice, they just sent me a black one. I didn’t want black & asked for an exchange - they refused. Very disappointed & would definitely not recommend”
Helpful Report
Posted 3 years ago
Terry F
Verified Reviewer
“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 3 years ago
The Fragrance Shop is rated 1.4 based on 288 reviews
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