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The Fragrance Shop Reviews

1.5 Rating 192 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

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

The Fragrance Shop 1 star review on 7th March 2023

The Fragrance Shop 1 star review on 4th September 2021

The Fragrance Shop 1 star review on 8th March 2021

The Fragrance Shop 1 star review on 20th February 2021

The Fragrance Shop 1 star review on 19th January 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“AVOID AT ALL COSTS!!!! Ordered £91.20 worth of perfumes on the 22/11/20, and they’ve never been delivered. The tracking states clearing Royal Mail are still expecting them. I’ve emailed the fragrance shop many times, the response is always very slow. They have to do an investigation with the courier, I’ve signed and returned the form to confirm I’ve never received them. I’m no Einstein, but if Royal Mail have never received them then clearly neither have I. The issue the fragrance shop has with the courier is not my issue, I should just simply be offered a full refund as I’ve asked for. I’ve raised a case with PayPal now because quite frankly I think that’s the only way I have any chance of getting my money back. Never will I buy from them again or recommend them to anyone, I’d rather pay over the odds than give the fragrance shop another penny.”

Posted 3 years ago

“Order sat for 5 days doing nothing.Mailed customer service for cancellation, was told order was cancelled.Then 4 days later they shipped it. Shabby customer service.Will never consider them again.As im an essential worker, tryimg to find the time now to return the order is a headache.Avoid.”

Posted 3 years ago

“Sales assistant are rude and refused to give me a written receipt stated only via email? I asked for a handwritten receipt and they still refused? Then to add insult to injury they challenged me as to why I wasn’t wearing a mask? When I have a medical exemption and was wearing a lanyard round my neck to this effect! Please please don’t give them your details not your business! They are breaking all sorts of consumer laws as well as laws under the equalities act 2010!”

Posted 3 years ago

“Absolutely Appalling Customer Services Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought this was a little strange as it was my money l was spending and the one placing the order) but l did as asked as l really wanted the gift for my daughter but apparently a bank statement with my name and address on is not enough evidence so they would not send my order and was cancelled by customer services without even contacting me, l only found this out by looking at my order online. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to have my business and l’m not treated like l am a nobody. I have asked for a manager to contact me but l doubt that will happen!!! AVOID this company they really do not deserve your custom.”

Posted 3 years ago

“Absolutely appalling customer services. Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought a little strange as it was my money and l was the one placing the order) but l did this as really wanted the gift for my daughter but apparently a bank statement in my name and address is still not good enough so they would not send my order and went and cancelled it without even contacting me. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to take my business and l’m not treated like l am a nobody. I have asked to speak to a manager but l doubt that will happen as they don’t appear to care very much for their customers AVOID this company.”

Posted 3 years ago

“Recently brought Marc Jacobs, Daisy Love. Very disappointed to find the smell only lasts for a few Minutes. This was my first and last purchase from the fragrance shop...”

Posted 3 years ago

“What can I say about my experience? The most unhelpful, untrustworthy company I've ever ordered from. Lets start off on the 23rd July, when I paid special delivery to arrive 24th July where it states if you order before 5pm this will be honoured, the order was delayed until the 25th July when I was due to fly away, no worries I can change my "DPD" delivery for when i'm back on the 3rd August, it didn't arrive... 4th August DPD have told me my parcel hasn't been last scanned since 25th July & potentially missing, I then phone the Fragrance shop & they did not want to help me as they've no record of it being lost, I've called everyday since the 4th August with this sender not be willing to send me a replacement while the investigation with DPD is ongoing. I expect much better customer service then this because THE FRAGRANCE SHOP should see the order was placed on the 23rd July & has not been received due to it being missing, but they won't send a replacement until fully confirmed from all depots which can take weeks. Don't use this company as when an order goes wrong, they won't help you & treat you with such disregard, worst customer service. HELP OTHER BUSINESSES, not this dreadful one!”

Posted 3 years ago

“I got fake perfume.careful”

Posted 3 years ago

“Avoid! Sent the items which were lost in the post. I provided proof from Royal Mail that the items were lost. 40 days later and still no refund. The communication is abysmal. Avoid at all costs”

Posted 3 years ago

“Purchased chanel mademoiselle that I have worn for years and literally after minutes the smell is gone, absolutely raging I didnt read the reviews first!!!”

Posted 3 years ago

“AVOID AT ALL COST!!! I recently purchased a gift (a Chanel Chance eau de Perfume 50ml) for my mother from The Fragrance shop. The perfume arrived within 2 days which was great. But as soon as my mother tried it out she complained that the fragrance lasted no more than 1 minute and some change (my mother had an old Chanel Chance perfume that was almost finished and she demonstrated to me how strong and long lasting the fragrance should be). It was clear as day that I had purchased a counterfeit product. But I contacted this company in good faith and reported the above complaint, and i went through the process, sent the product back for 'Testing' only to be informed that their testers could not find any fault with the Fragrance! AVOID THIS COMPANY AT ALL COST!!!”

Posted 3 years ago

“AVOID AT ALL COST!!! I recently purchased a gift (a Chanel Chance eau de Perfume 50ml) for my mother from The Fragrance shop. The perfume arrived within 2 days which was great. But as soon as my mother tried it out she complained that the fragrance lasted no more than 1 minute and some change (my mother had an old Chanel Chance perfume that was almost finished and she demonstrated to me how strong and long lasting the fragrance should be). It was clear as day that I had purchased a counterfeit product. But I contacted this company in good faith and reported the above complaint, and i went through the process, sent the product back for 'Testing' only to be informed that their testers could not find any fault with the Fragrance! AVOID THIS COMPANY AT ALL COST!!!”

Posted 3 years ago

“Absolutely disgusting service! I placed an order almost two weeks ago to which they claim was delivered when it wasnt. Asked me to sign a form to state we haven't received it done that.. then says wasnt accepted so need to print off and send it in so that's what I had done.. they have already spoken to the delivery company and yet nothing has been resolved. Ignored emails no response what so ever. They've taken my money and not delivered the item I've paid for! I work 16hours a day right now and having to spend my breaks chasing this up every day because they wont get on top of this! Still yet to get this resolved.”

Posted 3 years ago

“I have ordered from the Fragrance Shop twice recently. Their website is first class and is equally matched by their customer service. All products are competitively priced and you have a choice of courier. Other retailers, namely Boots, will lose business as they do not offer a service to match. Iwould hesitate to recommend.”

Posted 4 years ago

“Very happy, order came quick and very well wrapped up thank you”

Posted 4 years ago

“Shocking customer service! An error with their website resulted in them sending me the wrong product - no fault of mine. Yet their dealing of the situation was dreadful: certainly not how to keep customers! AVOID!”

Posted 4 years ago

“Appalling so called 'customer service'... avoid this company like the plague”

Posted 4 years ago

“I had a very good experience with The Fragrance Shop, so I was surprised when I saw all the negative reviews. I feel very sad for all the people who had bad experiences with them. I ordered the Shawn Mendes original and SM II. It arrived promptly within a few days. I even made further purchases, paying for next day delivery which was 0.99p. The delivery arrived the next day. The fragrances were authentic as they lasted all day. I again went to visit the site today to make a further purchase but there is no 'add to basket' or 'buy now' option on any of the fragrances. Out of curiosity I stumbled across this site and read all the reviews. I was saddened to see that people had been 'ripped-off'. I can only assume that I have been very lucky! I hope everyone is able to resolve all their buying issues.”

Posted 4 years ago

“As with everyone else's review, my experience is also the same. I have recently made an order and now on 'my account' the order has disappeared. I never received an email confirmation and now I am convinced that I have been scammed out of £90. As well as seeing other reviews, I'm sure that the fragrance shop are not to be trusted and I will be escalating as soon as their customer service is available on Monday. Safe to say, I will never buy from this website again!!!”

Posted 4 years ago

“Wow!! I am not surprised that this company has such a poor rating!!! Our Genuine experience: Bought Chanel products for my wife and me. My Chanel Pour Homme spray was nothing like the Chanel we are used to. It did not smell anywhere near as strong and lasted less than 2hrs unlike the real thing all day. In my opinion probably watered down. Customer services ignored my emails until they realized that I was not going to go away, then they reluctantly contacted me. Customer Service in my opinion leaves a lot to be desired - A lot! In my opinion these perfumes were probably not the real thing and a total waste of money. They are the long term loosers - we will not be using them again. This is not intended to be sour grapes when I write that old adage of: BUYER BEWARE - BE VERY AWARE!!”

Posted 4 years ago

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The Fragrance Shop is rated 1.5 based on 192 reviews