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The Fragrance Shop Reviews

1.4 Rating 301 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 301 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
Communication Channels
Email, Live Chat, Telephone
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Anonymous
Verified Reviewer
“Absolute shambles of a place. Placed an order to then receive an email saying there was a problem. Long story short I was advised to cancel my order and reorder, couldn’t believe I then received yet another email stating the same issue to then be asked on the phone for a bank statement to be sent over as proof of address?!? Literally never had service like this online, 100% recommend anyone to stay well clear!”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Ordered product on 22/08/19 still not arrived by 1/9/19. Attempted to track item through fragrance shop (said order dispatched) tracked through Royal Mail (said sender preparing item and last update was day of order). Called customer care who said They would look in to it and email (not call) me back. They did email to say “my issue has now been resolved” & “this ticket number is now closed” followed by “your order is on its way”. Nothing on either tracking site however, had changed. It has not yet reached Royal Mail .”
Helpful Report
Posted 6 years ago
Chris
Verified Reviewer
“I will start by making clear that I've had my credit card for the past 6 years, I've lived at my home address for 12 years and have a perfectly clean credit record with a substantial credit limit on my account. I think I'm trustworthy. I'm also a chartered accountant working for a law firm, so totally understand the need for fraud and money laundering checks. I placed a £70 click and collect on line order yesterday for a bottle of perfume during their one day 20% discount promotion. Everything seemed to be going well until I received an email a few hours later asking me to call customer services. Apparently they were doing a security check and wanted evidence of my biliing address. I don't know why this was required, but I sent them a copy of my account statement showing my home address as requested. I had a bounceback telling me they were receiving abnormally high numbers of emails and would respond as soon as possible. They didn't process my billing details until late in the day when, after calling customer services, I received another email from a JobsWorth called Areej D, who asked why I was having the goods shipped to their London store, which is 25 miles from my home. Well, surprise surprise, I work in London and am 5 minutes from the store. Areej D has clearly never heard of people having goods shipped to their work location! I ended up having to send him a link to my profile on my firm's web site so he could see the address. Unfortunately the email with the link wasn't read and it was only when I contacted customer services via on line Chat that my order was finally approved. I asked when the item would be available and was told that it was in stock in the local branch and I'd be able to collect it today, I just had to wait for an email. A couple of hours later I checked the status of my order and saw that it had been passed to the warehouse for picking and subsequent despatch by courier. I again contacted customer services who told me that, as I had ordered a free sample with the main item, it had to come from the warehouse because free samples are not available in store. I didn't want any free samples, they would have gone straight in the bin, I just wanted the item I had ordered. But the system had added the sample automatically to the order and I could not remove it. And apparently nor could customer services. So customer services ended up phoning the store in order that I could call in and buy the perfume on the understanding that they would honour the 20% discount. To be fair, the store staff were really helpful and I now have the item. Customer Services have confirmed that they will now cancel the original order but I have a horrible feeling that's not going to happen. It's certainly not been cancelled in the last 3 or 4 hours since I spoke with them. This has to be literally the worst and most frustrating on line shopping experience I've ever had. I have wasted so much time, just trying to buy a simple birthday present. All I can advise is to steer clear of this company. They have no idea how to run a business.”
Helpful Report
Posted 6 years ago
Anonymous
Verified Reviewer
“Placed an online order, received confirmation code and after a few days also received collection email. Brilliant I thought what could possibly go wrong..... collected my order was in such a rush as had other errands to run didn't bother opening gift sets as you trust company's or so I though so. Came home opened both gift sets to my surprise both bottles ml's wern't the same so I've either been provided a used bottle or the manufacturer has made the error unsure who's to blame.”
Helpful Report
Posted 6 years ago
Anonymous
Verified Reviewer
“Just now Rubbish Would like to put no stars here. Absolutely zero customer service, no one seems to know what they are doing or Care. Had an item that came damaged on the 4th June and after many emails, calls, photos sent in still no replacement. I requested mgr to contact me, what a surprise still waiting. Don’t waste your money with this company”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Just now Rubbish Would like to put no stars here. Absolutely zero customer service, no one seems to know what they are doing or Care. Had an item that came damaged on the 4th June and after many emails, calls, photos sent in still no replacement. I requested mgr to contact means what a surprise still waiting. Don’t waste your money with this company”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Stay well clear of these incompetent bunch of dirty crooks”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Bunch of incompetent crooks I wouldn’t deal with you if you paid me”
Helpful Report
Posted 6 years ago
Anonymous
Unverified Reviewer
“Tried to place order on website , got as far as paying for perfume , website crashed. Checked and no order was raised , no order number or email confirmation, nothing. Two days later £50.99 removed from my credit card ? 8 phone calls and 12 emails and I’m still awaiting funds to br refunded despite numerous promises , it been 4 weeks so far”
Helpful Report
Posted 6 years ago
Anonymous
Verified Reviewer
“Other reviews have mentioned the "having to provide bank statements etc." which has also happened to me. seems pretty bait tbh as i don't know why they'd need this, tho i sent something over. Took a while for any response, and now they're asking the distance between my billing and shipping address?? can't be too harsh on them yet as i haven't received another reply, or the product. full honesty tho, more of a ball ache than its probably worth.”
Helpful Report
Posted 6 years ago
Susan B
Unverified Reviewer
“Placed my order on line and payed. Had a message to call them and was told my bank hadn't verified my address. Total rubbish as my cc is registered to my home address . Was told to supply a bank statement ( erm NO) or a utility bill. I explained that my husband deals with the utility bills and there was silence at the end of the phone. After me saying HELLO ? i was told the same thing again. I emailed my current Council Tax bill to them showing joint names and was told that it was no good as they needed a utility bill that was under 3 months old. My council tax bill is for 2018/2019 showing 12 months payments not 10 like the norm. SO CROSS i CANCELLED MY ORDER”
Helpful Report
Posted 7 years ago
Jules
Verified Reviewer
“My husband ordered Miss Dior gift set as a valentines gift, got £14 discount with a voucher code, arrived in 3 days, well packaged with some freebie testers, thank you fragrance shop ❤️ Would not hesitate to order in the future”
Helpful Report
Posted 7 years ago
Fuming Customer
Verified Reviewer
“I ordered a number of perfumes on the 26th December as presents and requested next day delivery as I needed the items urgently but my order never came & when I queried where my items were they had the cheek to tell me that I had received my items!! Really!! I was then given a 72-hour resolution timescale but they failed to honour this & am still waiting for a response but I haven't received my items or a refund yet. This is the worst level of customer service I have experienced but I can see that many customers have had the same terrible service as me, will not be using their services again & don't recommend anyone else use their services unless you want to waste your time and energy emailing them for items purchased in good faith. They obviously don't value their customers, look at the reveiws before you purchase from a new retailer is my advice.”
Helpful Report
Posted 7 years ago
Sami Hadi
Verified Reviewer
“Did not receive perfume! Ordered a present for my mum in October for Christmas, did not receive it and only just got a refund. Do not order if you want in time for Christmas. Terrible service.”
Helpful Report
Posted 7 years ago
Paloma Sanchez
Verified Reviewer
“On the 16th of December you told me to allow you 5 working days. On the 21st you told me to allow you 72 hours! Is this a joke? It jas been 1 month and 3 days since I order my perfume and still have NO PERFUME NO MONEY AND NO PRESENT FOR MY MUM. The Perfume Shop never delivered my perfume! Lied to me about giving me a refund and RUINED MY CHRISTMAS!!! Why does it take you 2 days to take my money of my account when I bought the perfume and more than 1 MONTH to give ME THE MONEY back? I want my money TODAY!!!”
Helpful Report
Posted 7 years ago
Adam
Verified Reviewer
“ok. so after ordering several items online and paying in full. The order finally arrives (much later than other companies I order from). The order is incomplete, whoever packed it has put an x next to the item they could not send. So I request a refund by email and recieve a response that I have to complete an "incomplete order form and email photos of the box, delivery note and contents". So I do all that by email and request refund again to which I recieve reply stating that all the papers Ive submitted are correct and asking if I want them to send the item next day delivery or want a refund.... So I request refund again, recieve nothing for 10 days. Phone customer services and speak to Harriet whom I explain situation to and say that I want her to process the refund on the phone to which she replies "100% I will do that", within minutes she is back tracking on her undertaking and ends up telling me that I was never charged for the perfume (this is nonsense as my order summary shows i paid for it). she goes on to tell me that the fragrance shop customer services cannot process a refund on the phone... this directly contradicts her undertaking at the start of the call to refund me on the phone. I point this out as a lie, which she then disputes. She ends up putting me on hold for several minutes without waiting for my permission to do so. Very very unhelpful person with serious attitude and no people skills. This company has made me jump through hoops to try and get this refund and they are even worse on the phone than they are by email. steer well clear of them”
Helpful Report
Posted 7 years ago
Very Annoyed
Verified Reviewer
“I ordered 2 items on 23/11/18 and was suppose to get it within 5 working days. I was given a tracking link to Hermes and after 2 days it was sitting at it's national hub. I phoned 'customer services' and was told the item is lost so another will be with me within 2 days. 4 days later I phoned again and was told it was requested but wasn't shipped. Another order will be placed and I should get it on Monday. If I don't get it on Monday I shall claim my refund not through the Fragrance Shop as I have read they don't refund, but through Paypal or Credit Card bank under Section 75 of the Consumer Credit Act 1974. I will never shop with this company again. Debenhams do a good deal for the same item.”
Helpful Report
Posted 7 years ago
Anonymous
Unverified Reviewer
“My experience was not good didn't receive item contacted them they reordered it then 4 days later was sent an email saying it was not in stock and I will get a refund in 5 working days. So 11 days gone now have to wait another 5 for a refund. I won't be using them again”
Helpful Report
Posted 7 years ago
Anonymous
Unverified Reviewer
“I bought a product from there. The plastic packaging was ripped off, but I trusted them. On the very next day when I went to return it because I was no longer in need of the product, they said to me that it’s been sprayed. Don’t trust them, check your product before buying anything from there.”
Helpful Report
Posted 7 years ago
Anonymous
Unverified Reviewer
“When shopping in the Fragrance shop in the Livingston designer outlet a shop assistant with called Carly helped us out. She was very kind and polite and helped us out a lot by helping us find nice perfumes and good offers.”
Helpful Report
Posted 7 years ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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