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The Fragrance Shop Reviews

1.4 Rating 293 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 293 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
Unverified Reviewer
“I have been waiting over a frikin week and I still have not received this month's subscription how disgusted I am is unbelievable”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I made the initial payment and received my first fragrance, then when I tried to add payment details it just kept saying error. This has now been going on for over 2 weeks and I am still no further on, called the help desk, very unhelpful and the email service is just robotic generalised responses not answering questions you send them. How can it be so difficult to give a business your money. The fragrance that came was good quality but it is really not worth all of this hassle, my advice is do not use this company it is not worth it. Just log on to eBay and buy a multipack of testers off someone, I just got 23 for £5!”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Don't do it. I had to change my card because they keep deducting me”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Absolutely disgusted with the customer service and the subscription. Three months paying for a selecting a scent and three months received Ikon (which is vile) because the selected fragrance wasn’t available. When I tried to cancel this, the customer service representative was rude and at one point threatened to terminate my call for swearing (which I didn’t do). Was misinformed in the shop about the ikon replacement and later found out my daughter who also subscribed but I pay for shouldn’t have been allowed as she is under the age of 16. So a law has been broken also! Steer clear of this subscription. Spoke to bank to make sure it’s stopped, but need to wait until 19th June to see if they take any further payments and if they do, will be classed as fraudulent and my bank said they will dispute and recover the loss of any monies.”
Helpful Report
Posted 1 year ago
Gunars
Unverified Reviewer
“They can't control them delivery.”
Helpful Report
Posted 1 year ago
Lucy
Unverified Reviewer
“I'd say 90% of the perfumes I received smelt as though they'd oxidised or something, like they'd gone off?! Not pleasant. Difficult to cancel, you can't do it online or just cancel the payments you have to call them. Wouldn't recommend.”
Helpful Report
Posted 1 year ago
Sue
Unverified Reviewer
“Cancelled subscription after receiving first perfume now for two months I’ve been charged twice with no hood received for myself and daughter . Bank have picked it up as fraud !! Fragrance shop won’t refund !! Complete scam do not give them you payment details . Customer service is useless”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Still trying to get a refund 4 months after ordering a Christmas present that never arrived. Keep going around in circles with them - their ‘Customer Service’ is an absolute joke, last reply basically said it was up to me to go to a store in person & deal with it there?!!! What?? I’ll never ever order from this company again. Avoid like the plague as others have said!”
Helpful Report
Posted 1 year ago
Viktorija
Unverified Reviewer
“DO NOT recommend! I bought 12months prepaid subscription. They sent 10, and then charge £12 like new subscription. It is ridiculous!”
Helpful Report
Posted 1 year ago
Ausra
Unverified Reviewer
“Stay away of this subscription!!! It is problem to cancel.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“They are braking the law! I have cancellen subscription in 14 days i’m legally allowed to do(in january) with for a full refound with no questions asked as per terms and conditions. The communications have been awfull, they are claiming they can not return the money althouh i am guaranteed that by law and by their t&c’s! I heve not accepted any products although theare constantly sending them! Was told twice my return is already been sent and not received anything! Also been told manager will get back to me twice as well and of course noone ever did!! Awfull people awfull company! Do not get trapped with them!!!!!”
Helpful Report
Posted 1 year ago
Sarah
Unverified Reviewer
“This company gets Trustpilot to remove bad reviews. They are a scam, I never got refunded for a fake perfume they sold to me losing nearly £90. Please, please avoid them at all costs.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“DO NOT purchase from these. Couldn't supply goods, kept getting emails to say dealing with it but couldn't supply so I asked for a refund, kept getting emails to say processing but never received refund, 3 months on still chasing.”
Helpful Report
Posted 1 year ago
Danielle Clarke
Unverified Reviewer
“I would not recommend this service. I was sent the wrong scent on my second month, tried to resolve with customer service who put the phone down on me. Called again to which the phone was answered by someone laughing he then placed me on hold whilst and when he took me off hold he was still laughing. I have just gone on my account to order my next scent and they have already pushed Feb's account to March and I am unable to change this I have rang customer services again to sort and cancel subscription to be told someone will ring you back. I am now on to my bank attempting to stop payments. I also haven't received any of the money off vouchers they promise. AVOID AT ALL COSTS.”
Helpful Report
Posted 1 year ago
Andy
Verified Reviewer
“This company is beyond terrible, the epitome of incompetence. Words fail to convey the depths of my frustration with their abysmal service. Avoid them like the plague, unless you enjoy burning your nerves and receiving nothing in return. They are nothing but scammers, liars, and masters of wasting time.”
Helpful Report
Posted 1 year ago
M Little
Verified Reviewer
“Absolutely awful company and customer service is non existent. They charged me twice for a product, they have promised to refund my money but after nearly 6 weeks I still have no refund. When I phone, they promise it will be sorted. When I email, they promise the refund will be with me in 5 days. This is THEFT and they don't even care. I wonder how many other people they have scammed in this way. If you take a look at the negative reviews, the reply from Fragrance Shop is a standard reply to each and every complaint. They say there is no customer number when some people have included a customer number. They give you an email address to write to and then ignore the emails. I have emailed this address so I know!! Avoid like the plague itself.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“6 month gift subscription paid for but not active. Given the run around by customer service since Christmas with no indication that they intend to do anything.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I like the scent selection, but canceling is a pain. I had to cancel my card after requesting to cancel my membership and being told it was but it wasn't. To top it off, "there are no managers available". Reps don't speak English well and the membership isn't worth it.”
Helpful Report
Posted 1 year ago
Lainey Clarke
Verified Reviewer
“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
Cat M
Unverified Reviewer
“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
The Fragrance Shop is rated 1.4 based on 293 reviews
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