The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.53

1.5 Rating 192 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

Questions

Metrics

1.5

Based on 192 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 84%
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

Visit Website

Write Your review

Tell us how The Fragrance Shop made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

The Fragrance Shop 1 star review on 22nd December 2023

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Dodgy. No smell. No label. No amount on spray. Customer services are making customer do the work for refund.”

Helpful Report

Posted 1 year ago

“Awful, the explanation was poor when I got the membership, I had to contact to find the vouchers and then I wanted to cancel they took the renewal and have told me that they have refunded twice and havent. When I asked for the remittance as proof they ignored. However they still sent me information about my codes, then when I said it was cancelled they said oh we wont renew then but nothing about my refund. Terrible customer service.”

Helpful Report

Posted 1 year ago

“Ordered a 100ml product received 8ml! Had to call them to be told that they had made a website error and so instead of telling me, they had gone ahead shipped the much smaller item that I would never have bought for the price that I paid. Had to call 3 times to discuss as customer service did not call back. This company do not honour their website prices and can change your purchase for a lesser product without telling you. They now request that I go out of my way to return the 8ml product in order receive a refund for the 100ml product that I ordered and have an invoice for but have not received. SHOP ELSEWHERE”

Helpful Report

Posted 1 year ago

“Awful customer service! Contacted them regarding a product and gave me false informations! Now they won't take it back! Also very expensive compare to their competitors!”

Helpful Report

Posted 1 year ago

“Ordered 2 perfumes on 8th december & supposedly delivered shortly after. Must have exchanged over 100 messages with TFS & had at least a dozen phone conversations, I came to the conclusion that 99% of them don’t know what they’re doing & just send a generic message back. I did everything they asked only to be told that Royal Mail said it had been delivered so that was the end of it (this was around 6 weeks ago), I called 2 weeks ago and spoke to a supervisor who told me that it had now been reviewed again in house and a refund was issued on the 8th. After not receiving the refund I called again at the end of last week only to be told that there had been a problem with Clearpay and they’d rejected the refund… which I’m sure their automated systems are capable of!!!! Was told it would be processed again, after nothing again I called back today and finally found the only competent person they must employ who told me she’d look into it and get back to me… half an hour later I finally received an email confirming that Clearpay had issued my refund! Took 4 & a half months & a lot of work on my part & reading the reviews on here I’m not alone in this! Keep persisting on your refunds, probably with less patience than I had & eventually you will get your money back. Safe to say I won’t be using them again, worst customer services I’ve ever known!”

Helpful Report

Posted 2 years ago

“Item never arrived 2 months and still no refund Keep getting fobbed off by customer service”

Helpful Report

Posted 2 years ago

“Absolutely awful service!!! Joined the membership ordered 3 weeks ago next day delivery still not received order, lied to by customer service over and over again raised a complaint was told within 72 hours someone would contact me with a resolution a week later and still not heard a thing from them and now they are ignoring my emails!!! I am taking legal action. Would never recommend this service, a shambolic service from the start and 22 emails later still no resolution!!”

Helpful Report

Posted 2 years ago

“Do not ever purchase anything from this company - they have polite, but useless customer service. I paid for a next day delivery which took three weeks. Two months later and ten emails, the refund which they acknowledge I am entitled too, has just not happened”

Helpful Report

Posted 2 years ago

“I went in the branch of Redhill Surrey. The young lady who served me was pleasant and helpful. My complaint is therefore directed to the company itself. First and foremost the the product I bought was far below in quality than the sample I tried. Secondly they do not issue paper receipts but ask you for your e-mail in order to send you one. The problem is that first you might not have an e-mail, secondly, if you have to go to another shop which might also sell perfumes, you might get involved in a embarrassing situation if you cannot produce a receipt to show that your purchase is from a different shop. The excuse they give you is that they want to save on paper. By the way I am still waiting to received a receipt although I received an e-mail from them asking me to give them a score. NO I WOULD NOT RECCOMEND THAT SHOP”

Helpful Report

Posted 2 years ago

“Ordered something before Christmas for next day delivery. Never arrived, and now almost 2 months later, I'm still chasing a refund. They confirmed they can see I haven't received the order. But refuse to do anything about it. Do not trust this companies service!!”

Helpful Report

Posted 2 years ago

“Ordered a whole rang of products on 23rd October. Only some arrived £70 worth of stuff missing. I have spent hours sending photos and talking to people on the phone. Nothing has happened and it’s now the 24th January … 3 months!! They always v reasonable and always something more for me to do. I would never use this company again. Anyone tried the small claims court ?”

Helpful Report

Posted 2 years ago

“Absolutely awful service and support from The Fragrance Shop. Very unprofessional and considering that there are so many complaints I wonder how they are getting away with such bad service. I am still waiting for an order that was supposed to be delivered on the 21st of December. Customer service are about as helpful as a stone. Getting absolutely nowhere. Shocking, Not recommended. AVOID!!!!!!!!”

Helpful Report

Posted 2 years ago

“Received leaking bottle of perfume. Returned 31.12.21 for an exchange, still waiting for my replacement 19 days later. Countless emails amd phone calls and promises. Terrible customer service.”

Helpful Report

Posted 2 years ago

“This shop is absolutely awful. They promised Christmas delivery but item never arrived. Have been in daily contact with customer services who just say they will look into it. DO NOT BUY FROM HERE!!!!”

Helpful Report

Posted 2 years ago

“Ordered 22nd December for a gift, never arrived for Christmas and still chasing after Christmas, finally had a response and I asked for a refund and to cancel, 4 weeks on still no refund but constantly chasing.”

Helpful Report

Posted 2 years ago

“Hello I waiting for refund for over 5 weeks for order Order placed on 04-Dec-21. Why it is so complicated to refund me????? Have sent millions of emails, was trying to call, no one answer. Zero communication, poor customer service, unprofessional and irresponsible people working over there. This caused me so much stress for nothing.”

Helpful Report

Posted 2 years ago

“This is a bad review for bad customer service. I returned a product and I have waited 10 days for a refund, which I still haven’t received. So I have had to escalate it with PayPal as I’m not getting anywhere with this company, the only thing I’m getting is EXCUSES! BEWARE IF YOU EVER NEED TO REURN AN ITEM AND WANTING A REFUND!!”

Helpful Report

Posted 2 years ago

“I have worn Chanel Coco Mademoiselle for twenty years and purchased from this company as my usual supplier was out of stock. £124 intense, thought I would opt for intense as I love this perfume and get comments every time I wear it so expected even more of the beautiful aroma as It leaves a trail that lingers. To my horror after applying, the aroma disappears after about half an hour and my partner cannot smell it at all. I’m so disappointed at their response which was they want to send away for testing. After wearing Chanel perfume since the age of twenty that’s 40 years in total, I know this brand and the perfume The Fragrance Shop sent me is most certainly not authentic. DO NOT BUY CHANEL from these people. I am now in dispute and intend to take this matter further”

Helpful Report

Posted 2 years ago

“Do not order from this company! I have paid £35 for perfume and when I got my delivery the box was empty! It’s been two weeks and they are now ignoring my emails, I will be completing the trading standards form! Absolutely horrendous customer service”

Helpful Report

Posted 2 years ago

“Just shop elsewhere I spent over 100 pound they sent 1 of my items from the 2 I emailed no response. So I rang 35 minutes I was on hold for them to say it is royal mail at fault the box was untampered with but they asked someone in warehouse that said it was in there. It was the only thing my daughter wanted for Christmas and she won't have that now. I now see this happens a lot take your money elsewhere.”

Helpful Report

Posted 2 years ago

The Fragrance Shop is rated 1.5 based on 192 reviews