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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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Sharon Taylor
Unverified Reviewer
“I started scentaddict 3 years and all went well until I cancelled my subscription. They continued to take the money and when I had to ask for my money back I must off sent 40 emails and all I’d get back was I’ve escalated it with the relevant department. Oh and when I rang to actually speak to a human being (I use that word very loosely) I have never experienced such terrible customer service they were extremely rude very unprofessional and want to know what my problem was.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Got a fake jean Paul gautier - paid £110”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Back in December 2021 i had a monthly subscription with this company for a refill perfume every month. I cancelled this subscription a few months later, to be found i was still being charged every month. To this day i am still trying to get my money back, i have had to change my bank account to stop the money coming out. You phone customer services who send you round in circles, absolutely shocking company.”
Helpful Report
Posted 1 year ago
Brian McAllister
Unverified Reviewer
“Always go just that extra bit to help you.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I paid a fake Dior large size perfume for 128 pounds It is really fake”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Order Lost In Transit FWUK59890386 No Update Since 21/06/2024 Tracking Number XD839907932GB”
Helpful Report
Posted 1 year ago
Jon
Verified Reviewer
“The checkout on the website doesn't work. Used the voucher code for 30% and it tried to charge my card £24!! I emailed them and got a response that it's a glitch, no help at all. Still the same now weeks later.”
Helpful Report
Posted 1 year ago
Braiden
Unverified Reviewer
“Ordered a fragrance on the 19th initially the notification said that the item would be available for collection at the Bolton store next day, fast forward to the following Saturday still no confirmation email to say that it was ready for collection so rang the store directly who gave me the customer service number, asked if it was open on Saturday low and behold they don’t work on Saturday so emailed them, received a email that it was dispatched and would be ready for collection Wednesday 26th yet again no confirmation so called customer service again only to be told that it was out of stock in store and had to be dispatched from the warehouse and may arrive by Friday 28th but may not so almost two weeks of chasing up still have no item or any definitive answer as to when my item will actually arrive “if” it ever arrives, shocking service but what do you expect from a company that allows staff to eat Christ’s behind the counter whilst you enquire about a product, 0⭐️‘S, completely unprofessional.”
Helpful Report
Posted 1 year ago
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 2 years ago
Ausra
Unverified Reviewer
“Stay away of this subscription!!! It is problem to cancel.”
Helpful Report
Posted 2 years 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 2 years 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 2 years ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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