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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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Martin Street
Unverified Reviewer
“Terrible company to deal with they took our money twice the second time they took it was two weeks later out of the blue 201.39 and that was the 10th September and still havnt got it back Customer Service on the phone and messages are unreal its like talking to Mr bean just beware DO NOT BOTHER WITH THEM THEY ARE USELESS....its gone on long enough I've never none anything like this ive supplied all the information and still nothing this is theft now so I'm contacting the police”
Helpful Report
Posted 3 years ago
Martin Street
Unverified Reviewer
“They rip you off they take money out of your bank account for items what they cancelled during to stock then two weeks later take the money out and keep it that was the 10th of September and I still having a job to get it back its classed as theft and they don't seem bothered the bank is putting a dispute through to get it back they are a waste of time STAY CLEAR OF THESES ROGUES”
Helpful Report
Posted 3 years ago
Meghan
Verified Reviewer
“somebody complained about having to ring to cancel the subscription and getting no reply. i just rang to cancel mine and it was super easy and the lady was very nice :) i did find they didnt answer after a certain time as the message said "our customer service team has gone home for the day" so after 5pm i think?? which is fair enough. i just rang at 11:40ish and got through straight away :). i think its a great way to test out new perfumes plus you get a discount on the big bottles of whichever ones you like! so, good experience for me :)”
Helpful Report
Posted 3 years ago
DEE DEE
Unverified Reviewer
“Lovely young lady Ami took great pleasure in helping me buy the perfect gift for a family friend.. Love the new Hammersmith store”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“After nearly one month my order still not arrived to my local store and when I did visit store there wasn't helpful and after one month delay I just get a refund which is not worth it at all , I suggest you do not waste your time with this company , do not buy from them. Order number FWUK55938914 just for proof.”
Helpful Report
Posted 3 years ago
Stevie
Unverified Reviewer
“Fabulous new store customer service given by every member of staff at livat centre Hammersmith It's great to have a fragrance experience on the doorstep..”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Dodgy. No smell. No label. No amount on spray. Customer services are making customer do the work for refund.”
Helpful Report
Posted 3 years ago
Yvonne Moulton
Unverified Reviewer
“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 3 years ago
Anonymous
Verified Reviewer
“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 3 years ago
Anonymous
Verified Reviewer
“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 3 years ago
Wilkinson
Verified Reviewer
“The Fareham branch are so helpful and friendly. They give exceptional service and go above & beyond. If you was to see customer serve in operation visit them”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“TRIED TO CANCEL VIA EMAIL, GOT A REPLY TO GIVE THEM A RING...... TIRED NUMEROUS TIMES AND STILL CANNOT GET ANY ANSWER. ABSOLUTE JOKE OF A COMPANY”
Helpful Report
Posted 3 years ago
Marcel G
Verified Reviewer
“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 3 years ago
Anonymous
Unverified Reviewer
“Item never arrived 2 months and still no refund Keep getting fobbed off by customer service”
Helpful Report
Posted 3 years ago
Disappointed Customer
Verified Reviewer
“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 3 years ago
Anonymous
Unverified Reviewer
“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 3 years ago
Dario
Verified Reviewer
“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 3 years ago
Alex Cordes
Verified Reviewer
“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 3 years ago
Alyson McGregor
Unverified Reviewer
“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 3 years ago
Anonyhedgehog
Verified Reviewer
“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 3 years ago
The Fragrance Shop is rated 1.4 based on 288 reviews
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