The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.43

1.4 Rating 275 Reviews

11 %

of reviewers recommend The Fragrance Shop

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Metrics

1.4

Based on 275 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 35%
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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The Fragrance Shop 1 star review on 16th January 2025

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

“Back in October 2023 I placed a large order for Christmas presents as my husband is unwell and is due major surgery. On the day the delivery was due I didn't receive an update from Royal mail or The Fragrance Shop, I left it a couple of days knowing that Royal Mail are having difficulties getting parcels and post out in my area. I firstly contacted The Fragrance Shop at their Cape town customer service team and was floored by the rudeness of their staff and that continued every time I called them to ask where my parcel was. I then started to email, exactly the same no care attitude, the parcel was for £560 plus, I have written at least 60 emails over the past 3 months, the best response I received was two weeks ago telling me that I would get a decision in three days time....that was over two weeks ago. So basically I was a loyal customer for years, I was a member of The Fragrance shop discount code scheme, I bought large amounts of scent from them at least twice a year. Absolutely no loyalty or concern about losing me as a customer when I cancelled my TFS membership. They have illegally with held MY money now for 3 months, I was asked to fill in declaration form confirming that I have never received this parcel, now I am doubting that it was ever sent. I have been ignored every time I have asked to speak to managers from The Fragrance Shop, each request has been completely ignored. I have come to the conclusion after reading other reviews that the way I have been treated seems to be common practice for The Fragrance Shop. Never in all my years of shopping online have I ever been treated so abhorrently, simply hoping I will go away, well that is NOT going to happen. If I were to walk into a Fragrance Shop store and helped myself to £560 worth of goods they would be quick enough to have me arrested, so why do they feel they can illegally hold my money for goods that were NEVER delivered to me. I rely on online shopping as I am disabled. I am absolutely devastated by the rudeness and unprofessionalism of The Fragrance Shop. It's an appalling way to treat loyal customers, all the time I shopped with them ALL of my parcels were always just dumped on the doorstep, I should have complained about it the very first time it happened. My contract is with The Fragrance Shop NOT Royal Mail but that's the excuse I have had from The Fragrance Shop,they state on their website....we are not happy if our customers aren't happy.... that's actually such an insult to me to be honest.....they ONLY care about taking your money they don't care a hoot if you don't receive your parcel. The Fragrance Shop are thieves plain and simple. Now I feel I will have to seek legal advice on getting my money back, and I should not be in this position. Wouldn't give a star if possible!”

Helpful Report

Posted 1 year ago

“AVOID LIKE THE PLAGUE!!!! sending out empty boxes and making customers jump through hoops and wait months for refunds!! Customer service team all need sacking!! Absolutely terrible!!!”

Helpful Report

Posted 1 year ago

“Shocking. I've contacted them three times to cancel and each time they tell me it has been cancelled and then the following month I am charged again. They're are theives. Do not subscribe to them, you'll never be able to cancel if you don't block them through your bank.”

Helpful Report

Posted 1 year ago

“Took money for membership I knew nothing about , disputed it they said will refund didn’t disputed again said will refund didn’t left review on another site asked me to contact them let people on their fb page know exactly how they are working they asked me to message them I did they didn’t reply instead blocked me from their fb page I am doing a chargeback on my credit card to get the money back im not standing for it they will be refunding me no way am I allowing this company to help themselves to my account if you have any sense you will not use your card in shop or online I used mine in store they asked for email for receipt and are now taking for a membership ! Who needs a membership for perfume or aftershave are you insane”

Helpful Report

Posted 1 year ago

“Order FWUK58559077 for £75 never arrived says it is in South Midlands Royal Mail and has never moved from there (I live in Bedfordshire). Paid for it on 24th November. Was offered on 11th December when I FINALLY got through to someone either a refund or another perfume I asked for the perfume she said that it would be despatched Track24 would be with me on Wednesday......it is now Thursday no 2nd perfume and no tracking number received! this was my Xmas present from my 81 year old mother!!!”

Helpful Report

Posted 1 year ago

“Did not receive the order I ordered over the Internet. I got fobbed off with something else that smells similar. I would not and will not order anything else from the fragrance shop I give it 0 out of 10”

Helpful Report

Posted 1 year ago

“I subscribed to try out a new perfume before committing and getting it in a large size (also great for travel!) Delivery was smooth and I was very happy with the product. I was a little bit worried after seeing that you can’t cancel the subscription on the website yourself and you had to contact customer services. After reading reviews I didn’t have much hope however I was very pleasantly surprised when I emailed to cancel late Sunday evening, and on Monday morning I received an email confirming that my subscription had been cancelled. Very happy and will use again in the future when I want to try something new again.”

Helpful Report

Posted 1 year ago

“Probably the worst customer service experience I have ever had. My order was not delivered to me as expected. After contacting customer service, filling in the correct forms and many back and forth emails, I was told a refund would be immediately processed and would receive my monies within the next 5 working days. This was confirmed in writing too. Over 2 weeks later nothing. I am being told now that was a mistake and I will have to wait a further 30 days for an investigation. I NEVER received or signed for the order. I have been refused to speak to a manager as apparently you don't have any. I find customer service staff are unhelpful and extremely sarcastic to the point of rudeness. You offered me a refund over the poor service and failings of your company in writing and now are trying to say that was wrong. POOR POOR POOR! If I could tell 1000 people don't ever buy of this company I will! My order number is FWUK58230722 for your info!”

Helpful Report

Posted 1 year ago

“Absoulty rubbish do not use!!! Trying to cancel with them is a nightmare, at least employ someone who can speak English not even sure they have cancelled in the end? Sounded like I was speaking to someone in a train station could heare lots of voices.”

Helpful Report

Posted 1 year ago

“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 1 year 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 1 year ago

“I hate them soo much!! This is my first time leaving review for a company. They are scammers!! Shop staff didnt tell me they are supscribing me for the scent addict. I realize the day they cut my money and called them back and cancelled it. They told me my money will retuned back. It was 3 October and since that day I am calling them 10 time and everytime another customer service staff telling me another lie!!! "We will call you back, make sure you received money, money transferred already you will receive in 4 days..." It was whole bunch of lies. Why waste my time to call you everyday for your incompetence your fault!! Still 23 days and havent got my refund! PAY MY MONEY BACK!!!”

Helpful Report

Posted 1 year ago

“Should really be zero stars I have received the samples and actually have been happy with them but never got my £12 off voucher so canceled They do have my correct email as when I called to cancel that what they ask for nothing else I rang back and asked again the agent laughed at me now waiting on a manager to find out where my vouchers are”

Helpful Report

Posted 1 year ago

“I am in a spiral of despair with this company. When I originally signed up to Scentaddict in my local shop the assistant noted my email address incorrectly. It has taken weeks to sort this problem. I have not been able to access my account since day one and the same scent keeps getting sent to me! I regret having anything to do with this organisation. I'm going to speak with my bank to see if they can block any future payments.”

Helpful Report

Posted 1 year ago

“Really wish I had seen these before engaging with Scent Addict. Do NOT buy a gift subscription for anyone because you will not be able to redeem it!!!! Error message received and no help or support provided. Customer service (or lack of) is appalling. No one responds and then they close your query as solved when it isn’t. Even when you ring the helpdesk they only say they will chase it with Scent Addict and of course there is no response. The Fragrance Shop should be embarrassed to be associated with them and I certainly won’t be purchasing anything from the Fragrance Shop in future.”

Helpful Report

Posted 1 year 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 1 year ago

“I only gave one star so I could write my review. Criminals!!!!! you guys are a bunch of criminals...I have asked that my subscription be cancelled several times yet I keep getting debited. I send mails and nobody acknowledges it. Cancel my subscription you thieves!!!!!”

Helpful Report

Posted 1 year ago

“Scentaddict holds no responsibility for order dispatched to Royal Mail. I was, seven days ago , offered Scentaddict subscription by The Fragrance shop, which I accepted but so far the only thing I’ve had is the money taken out from may account. I can’t cancel it and have refund unless I contact the Royal Mail and ask them to dispatch the item back to Scentaddict. Am I the one supposed to deal with the Royal Mail? I DO NOT RECOMMEND SCENTADDICT nor FRAGRANCE SHOP.”

Helpful Report

Posted 1 year ago

“Appalling customer service after initially requesting my subscription to be cancelled in April I was told via email it had been and I was charged for may and on may 15th I asked them again slightly annoyed and I was told it had been cancelled but in June and July I got charged again now I’m angry and wanting a refund as I get told on the phone by a customer service rep it actually hadn’t been cancelled and they would do it so this point I requested a refund and the response was They hung up on two occasions !!!!”

The Fragrance Shop 1 star review on 5th August 2023

Helpful Report

Posted 2 years ago

“The WORST subscription service I have EVER used. It’s such a good idea but absolutely terribly managed. First issue was Royal Mail didn’t deliver my parcel but said they had, instead of just sending me out a new one whilst they did their investigation, they were going to make me wait for a full investigation to be done for something that just cost them pennies. Second issue, tried to redeem the code they sent me for the £12 off the perfume I’d had that month, that didn’t work. When I finally got a code that worked and ordered this £92 perfume, they sent me another email saying they needed a utility bill off of me to process the order…..even though I’ve paid for it upfront, no other company has EVER asked for that. So I said no cancel the order and my subscription, this is the dodgiest and most useless subscription I’ve ever subscribed too. Don’t bother.”

Helpful Report

Posted 2 years ago

The Fragrance Shop is rated 1.4 based on 275 reviews