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The Fragrance Shop Reviews

1.4 Rating 293 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 293 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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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 1 year 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 1 year 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
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
The Fragrance Shop is rated 1.4 based on 293 reviews
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