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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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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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago
Anonymous
Unverified Reviewer
“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 2 years ago
Tina
Verified Reviewer
“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”
The Fragrance Shop 1 star review on 22nd December 2023
Helpful Report
Posted 2 years ago
Justine
Verified Reviewer
“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 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Adam E
Verified Reviewer
“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 2 years ago
Anonymous
Unverified Reviewer
“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 2 years ago
Brian Taylor
Verified Reviewer
“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 2 years ago
L Hogg
Verified Reviewer
“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 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Anonymous
Unverified Reviewer
“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 2 years ago
Nala
Verified Reviewer
“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 2 years ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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