The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.53

1.5 Rating 192 Reviews

13 %

of reviewers recommend The Fragrance Shop

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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

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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

“Great customer service,excellent choice of scents & amazing prices.”

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Posted 6 years ago

“there was an issue with my 10% off discount code. the manager in store dealt with it and managed to get me the 10% and another voucher for money off for the inconvenience. good service”

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Posted 6 years ago

“Again easy to use good special offers and pictures to accompany very fast and efficient service”

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Posted 6 years ago

“Purchase goods delivery was fantastic great service fab offers”

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Posted 6 years ago

“Got to the point, no attitude”

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Posted 6 years ago

“The perfurm looks genuine,but don't keep it smell, I know this because I buy mine from boots twice a year, and it smells great even stays on your clothes, I've always had complement when I wear it, I've had none this time. Which is disappointing.”

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Posted 3 years ago

“The items were on sale so good price but delivery was very slow.”

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Posted 6 years ago

“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.”

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Posted 5 years ago

“They can't control them delivery.”

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Posted 1 week ago

“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!”

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Posted 1 month ago

“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.”

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Posted 2 months ago

“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.”

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Posted 2 months ago

“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.”

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Posted 2 months ago

“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.”

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Posted 3 months ago

“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!”

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Posted 3 months 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!!!”

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Posted 4 months 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”

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Posted 4 months 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!!!”

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Posted 4 months 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”

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Posted 5 months 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!”

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Posted 6 months ago

The Fragrance Shop is rated 1.5 based on 192 reviews