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The Fragrance Shop Reviews

1.4 Rating 288 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 288 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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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 1 year 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 1 year 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
Anonymous
Verified Reviewer
“Really wish I had seen these before engaging with Scent Addict. Do NOT buy a gift subscription for anyone because you will not be able to redeem it!!!! Error message received and no help or support provided. Customer service (or lack of) is appalling. No one responds and then they close your query as solved when it isn’t. Even when you ring the helpdesk they only say they will chase it with Scent Addict and of course there is no response. The Fragrance Shop should be embarrassed to be associated with them and I certainly won’t be purchasing anything from the Fragrance Shop in future.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“10 min after placing order for over £100, they sent me an email saying there was an issue with my payment and product couldn't be sent until resolved. So i phoned the number they gave to be told it didnt exist any more. They had taken the payment already in any case! Then I found this page....”
Helpful Report
Posted 2 years ago
Emeka Ekweanya
Unverified Reviewer
“I only gave one star so I could write my review. Criminals!!!!! you guys are a bunch of criminals...I have asked that my subscription be cancelled several times yet I keep getting debited. I send mails and nobody acknowledges it. Cancel my subscription you thieves!!!!!”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Scentaddict holds no responsibility for order dispatched to Royal Mail. I was, seven days ago , offered Scentaddict subscription by The Fragrance shop, which I accepted but so far the only thing I’ve had is the money taken out from may account. I can’t cancel it and have refund unless I contact the Royal Mail and ask them to dispatch the item back to Scentaddict. Am I the one supposed to deal with the Royal Mail? I DO NOT RECOMMEND SCENTADDICT nor FRAGRANCE SHOP.”
Helpful Report
Posted 2 years ago
Imran Hussain
Verified Reviewer
“Appalling customer service after initially requesting my subscription to be cancelled in April I was told via email it had been and I was charged for may and on may 15th I asked them again slightly annoyed and I was told it had been cancelled but in June and July I got charged again now I’m angry and wanting a refund as I get told on the phone by a customer service rep it actually hadn’t been cancelled and they would do it so this point I requested a refund and the response was They hung up on two occasions !!!!”
The Fragrance Shop 1 star review on 5th August 2023
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“The WORST subscription service I have EVER used. It’s such a good idea but absolutely terribly managed. First issue was Royal Mail didn’t deliver my parcel but said they had, instead of just sending me out a new one whilst they did their investigation, they were going to make me wait for a full investigation to be done for something that just cost them pennies. Second issue, tried to redeem the code they sent me for the £12 off the perfume I’d had that month, that didn’t work. When I finally got a code that worked and ordered this £92 perfume, they sent me another email saying they needed a utility bill off of me to process the order…..even though I’ve paid for it upfront, no other company has EVER asked for that. So I said no cancel the order and my subscription, this is the dodgiest and most useless subscription I’ve ever subscribed too. Don’t bother.”
Helpful Report
Posted 2 years ago
Scott
Verified Reviewer
“Free bag did not get delivered with my aftershave. No explanation why they were sent separately? I have been waiting on it for several weeks now and they are saying Royal Mail is holding it up. Customer service lied to me and said they would send me a new one within 48 hours and did not. Takes 48 hours for them to give you the stuff... but several weeks for the company to return it? Not buying that to be honest. Just use someone else.”
Helpful Report
Posted 2 years ago
Oleg
Verified Reviewer
“They don't seem to be scams as I got a refund but the process and customer care were a disaster. I've purchased a membership that provided a discount and perfume. The membership transaction went well. Right after buying the perfume (to be delivered to the shop the next day), I got an email with a request to confirm my address. I didn't have a utility bill on my name but immediately sent a tenancy agreement with my name. They changed the request to status resolved. The next day I went to the shop to collect the purchase and was told to come back in 4 days. After 6 days I filed the ticket through the system. There is no way to contact via phone. There was a long and frustrating way of sending the messages back and forth. It resulted in canceling the order and membership. In responding to the messages agents never read the context (information of the order, inquiry details, etc.) of the inquiry but repeat the same instruction as the bot. They never replied why my tenancy agreement didn't work to prove an address. When I requested to cancel my membership they first said it was physically shipped, then that I need to go to the physical shop.. I truly believe it's a bot replying to the inquiries, not a human. Btw, it's more expensive than other shops so I recommend doing some research prior to buying and using alternatives.”
Helpful Report
Posted 2 years ago
Kay
Verified Reviewer
“had a very bad experience this afternoon at the Fragrance Shop Wood Green Branch, London. I wrote about it on the Trustpilot and Trustpilot removed the review because they were bribed to remove customers reviews who complain about very bad experiences at the Fragrance shop. I went to buy this but the staff refused to give me a membership discount and not even £9.90 but she told me £22. Is this not stealing? French Connection UKSpecial Anniversary LadiesEau De Toilette 100ml Spray”
Helpful Report
Posted 2 years ago
Aks
Unverified Reviewer
“I had a very bad experience this afternoon at the Fragrance Shop Wood Green Branch, London. I wrote about it on the Trustpilot and Trustpilot removed the review because they were bribed to remove customer reviews who complain about very bad experiences at the Fragrance shop. I went to buy this but the staff refused to give me a membership discount and not even £9.90 but she told me £22. Is this not stealing? Look what I saw online for the wood Green branch but the staff did not take into account what I show her from my phone. French Connection UKSpecial Anniversary LadiesEau De Toilette 100ml SprayQty 1 £9.90 20% discount applied! You saved £1.98 You have 1 discount remaining Promotion Code SPRING30 Product total £9.90 Discount code My TFS Membership 20% Off- £1.98 Order total (excluding delivery): £7.92”
Helpful Report
Posted 2 years ago
Georgia Mercer
Unverified Reviewer
“Don’t do it, I tried to cancel multiple times with emails that get ignored. They also don’t answer the phone. Looks like I will be paying £12.99 every month for the rest of my life… surely this is illegal??”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“DO NOT USE THIS SERVICE! All other reviews seem identical to my experience. They are rude, inept and completely unhelpful when you reach out to cancel. The worst customer service department I have ever dealt with in my LIFE.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“I had bad experience with The Fragrance Shop recently. I ordered 2 items of perfume on 16/02/2023 (order number FWUK57190062). I ordered 2 by mistake. In order to cancel 1 so that postage cost would be saved, I read on their website that I had to call customer service and ask to cancel order. I did that on same day, as well sent email to customer service. I was informed on phone call that only 1 item of 2 could not be cancelled and that whole order needed to be cancelled. I agreed for customer service staff to cancel order and I was reassured that order was cancelled and I would receive email confirmation of that. I did not receive that email. Order was delivered on 18/02/2023. On 20/02/2023 I emailed customer service to send me post label to return items. I indicated that I had asked previously on phone before items were posted to cancel order and was reassured that it was yet I still received parcel and had to deal with its return now due to failure on customer service part. Victoria M emailed me return label as attachment. I posted item back on 22/02/2023 and I have receipt of that. According to tracking, parcel was received by The Fragrance Shop on 28/02/2023. I also have screenshot of that. I did not receive any email confirmation from their customer service of that. After waiting, I emailed customer service on 12/03/2023 and informed that I returned item and want refund. I attached photos of postage receipt and delivery receipt. In email reply from customer service (Carolina E) I was told she would check with warehouse. After waiting a while and no feed back from customer service, I again emailed on 21/03/2023 and asked for refund as I sent proof of postage and delivery at their warehouse. I repeated on 22/03/2023 but no reply from customer service. Again after waiting a while and no feed back from customer service, I emailed customer service on 29/03/2023. I received email reply from Carolina E stating that reply with courier update was awaited. I was confused. I email replied to her with attached photo proof of postage & delivery at their warehouse, yet again, and asked for refund. On 30/03/2023 Carolina E replied to my email and stared order number did not match. I attached screenshot of postage label that was emailed to me by customer service (as mentioned above by Victoria M on 20/02/2023) and I used that label trusting it was correct. Upon checking it, I also noticed order number on postage label was wrong, not my order number sent to me in order email. I emailed customer service stating that wrong order number on postage label is not my fault. I did my responsibility to send item back to The Fragrance Shop. It did not occur to me to double check order number on return postage label. It is customer service responsibility. Regardless, I sent photos proof of me posting it back and The Fragrance Shop having received it (yet again). I sent email to customer service and asked for refund. I received email reply from both Carolina E and Aisha A on 30/03/2023 stating that refund was issued and advising to wait 3-5 working days for it to appear in my bank account. I waited a few days and I did not receive refund. I sent numerous, more around dozen emails on 05/04/2023 and 06/04/2023 asking strongly to refund my money. On 05/04/2023 both Liv H and Matthew A replied that refund was issued. On 06/04/2023 both Carolina E and Holly A emailed that refund was issued. I was receiving standard copy & paste email replies. In my emails to customer service on that day I kept requesting more details. 1. To send me refund. 2. To send me contact details of management. 3. When it was stated that refund was issued I requested screenshot proof that it was issued. On 06/03/2023 all of a sudden in one of emails, Carolina E stated there is “issue” with refund. Meanwhile, Holly A stared refund was issued. I was not given anything I requested. I kept receiving emails from Carolina E and Holly A with conflicting information. I accused that they were lying to me on purpose, and they were doing delay tactics on purpose. On 07/04/2023 Carolina E replied in email quote “I am doing everything I can to ensure that if I am reimbursed it will be solved as soon as possible.” I did not understand this sentence. And I replied requesting the following, quote “1. Timescale of sending my refund. “As soon as possible” is not acceptable. 2. Contacts of supervisor. 3. Proof screenshot refund was requested, allegedly according to you and your colleague yesterday. I’d like to see that date on request document. 4. As i advised, please send refund to my paypal. Since you’re having so called issues.” I did not receive any reply since then. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One moment they stated refund was sent. Another moment they stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One stated refund was sent. Another stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. I equal that to denial me of my consumer right, blatant lie, delay tactics, and the Fragrance Shop beaching regulations. In the meantime, I posted negative review on Trustpilot. I read many other multiple negative reviews of similar nature. No refund was given to customers. And customers were complaining about customer service sending them standard copy & paste replies like to me. To my review post I received same standard copy & paste impersonal reply, which also stated that order number does not match. I read in reviews many other customers received same reply. What a disgrace. Meanwhile, I did quick research and learnt that The Fragrance Shop received platinum trusted service award from Feefo. I contacted Feefo (Feefo Email Support. support@feefo.com) with this feed-back of my experience and I wonder how The Fragrance Shop received that award based on all those negative reviews. I also contacted Retail Times that published article about receiving this award. Here is link to this article: https://retailtimes.co.uk/the-fragrance-shop-wins-feefo-platinum-trusted-service-award-for-fourth-consecutive-year/ The article was written by Fiona Briggs, editor of that publication. I also contacted and sent my negative review to the following: The Institute of Customer Service (https://www.instituteofcustomerservice.com/contact/) Resolver https://www.resolver.co.uk/companies/the-fragrance-shop-complaints I posted my negative review on the following: https://www.reviews.io/company-reviews/store/www-thefragranceshop-co-uk https://www.sitejabber.com/reviews/thefragranceshop.co.uk/amp https://www.reviewcentre.com/reviews243246.html This retailer The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only feeling that comes to mind after all that experience is that this is fraudulent & scamming behaviour. And the way customer service staff reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only thought that comes to mind is that this is fraudulent & scamming behaviour. And the way customer service reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. Please read negative reviews of other deceived and upset customers, and will anyone ever pay attention to breaking law behaviour.”
Helpful Report
Posted 2 years ago
The Fragrance Shop is rated 1.4 based on 288 reviews
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