“Ordered perfume in August, it never arrived. I've been in weekly contact with FS since. They have refused a refund and insist Royal Mail are to blame. RM are not investigating but FS have not asked them too so they know they never sent the order. Very dishonest organisation.”
“Perhaps stop selling people fake products? The Ariana Grande Cloud 100ml perfume that I was sold to for 35 GBP by a con saleswoman, is 100% a fake. I bought the same perfume from boots and my sister has one from the perfume shop they smell completely different to the one i purchased here, the scent also wears off in a few minutes regardless of anything you do.
The code on the bottom end of the bottle should match the code on the box, known as the serial code. The bottle has no code whatsoever and a flimsy fake sticker on the bottom of the bottle with a black code on the sticker. The serial code wasnt even on there. Props for being able to con so many people though! Will never shop here again and will be exposing you on all social media. AVOID, especially the wembley branch in the designer outlet.”
“SCAM ALERT...
Do not buy from this company.
They stalled sending my order by repeatedly sending me this email:
For the safety of our customers, we run internal security checks on our system to ensure that all of the details provided are correct. Your order has flagged up on our recent checks as we can see that the email address used for payment, requires some verification.
I proved who I was and they confirmed it...no dispatch email so I asked where my order was only to be sent the same verification email over and over.
Delay tactics until they can clearly get a fake copy to send to me. PayPal claim done and order cancelled.”
“Do not buy from the fragrance shop the fragrances are no where near as strong as boots etc the staff are terrible, I got a refund through my bank dispute because of these . I tried once but will never go back and buy from these ever again . And keep clear of the TFS membership it’s a con , people don’t need the stress .”
“The products are completely fake, do not buy them!!!
If i could i would give zero !!!
besides that, there is no way that you are able to speak to a customer service agent
Everything dealing with an email with terrible attitude never again! just avoid this website, please.”
“Same issues as before, keep closing my complaint as resolved when it isn't, and refusing to cancel my subscription over email when their own website says to email customer service to cancel.”
“Worst customer service I've encountered in a long time. Order placed 20/07/21 never received. They sent my a copy of supposed receipt from Royal Mail initialed BIN, I'm ITK. They've kept me waiting while RM investigate. Well we all know what that means. Their issue is with RM but they've kept my £86 which is just wrong. Multiple emails asking for updates have been replied to then today I get a message asking for more details so they can find me. Zero stars should be possible. Go to Fragrance Direct for better service. This lot are a disgrace.”
“Worst customer service ever and shady AF
I have never known a company to provide this poor service. Problems started during covid when the only way to speak to someone was to file a complaint. My order arrived with what I thought was the wrong item. After informing them of the error they claimed the item in question was a standard inclusion with the small fragrance I had ordered. I then told them in that case the actual item I ordered was not in the box, to which their response was to blame Royal Mail when I knew for a fact it was not their fault (RM) because the box arrived to me in tact. They then proceeded to close my complaint claiming it was resolved when it was far from it. I then opened another complaint only to be told I needed to fill out a form stating that Royal Mail were at fault and that the information on the form is true and it may be used in court, and then close my complaint again as resolved. Obviously I was not about to sign such a falsehood and opened another complaint. This pattern continued to happen and now on top of this I am unable to update my payment information for my subscription because the website won't let me so, adios scentaddict I will not miss you in the slightest!”
“Terrible customer service, fake products and do not smell anything like original products, beware this shop is a scam and does not accept returns! I REPEAT DO NOT SHOP HERE GOT TO A RECOGNISED TRADER!”
“Bought UOMO Salvatore absolutely fake smell doesn't last not like the original I bought. Done a bit of research on them they buy a lot of there products from other countries without copyright laws such as Turkey ect”
“Fake perfumes.
I tried on a perfume in the shop and its scent stayed on my skin even the day after.
When I went to buy that perfume and wore it for the first time, it smelled nothing like the one I tried in the shop. It doesn't last at all. Horrible...”
“Looks like I am not the only one who has fallen fowl of The Fragrance Shops devious ways regarding gift cards, I have received two gift cards and on both occasions I have had issues. I am owed money on the last one because they couldn't fulfill an item on my order at the beginning of July to this day I am still unable to access the balance refunded to a gift card (all bit only last week and half of it being my money paid by Paypal). The Fragrance Shop are illegally keeping peoples money and hoping they will give up and you can pocket the extra from the Gift card.
DO NOT BUY GIFT CARDS FROM THIS COMPANY”
“The Fragrance Shop has incorrectly processed my order and redeemed my gift card without sending the products.
Contacted the customer service a number of times and no refund has been issued after 3 weeks.
AVOID! the customer service is very unprofessional”
“Ordered 2 bottles of Paco Rabanne (original) aftershave as presents but when they arrived they were 2 bottles of Paco Rabanne Million. I contacted customer service and sent a picture of the 2 bottles that had been delivered along with my order details, their reply asked me to send even more pictures of the packing, delivery note (which clearly showed my original order) and the bar codes of the bottles. I cant understand why they would do this.... the items delivered cost more than the ones I had ordered (in hindsight I should have just kept them if I'd known what the customer service or lack of it was like). They sent me an address label for their click and collect service which meant I had to take it to a store... they informed me they dont collect from the delivery addresses! I ordered online for the convenience - big mistake!!! I was asked several times if I wanted a replacement which I confirmed I did and also put it on the return packing note..... they refunded me!!! It cost me £10 more to order elswhere... like others on these reviews I will never use them again.”
“Ordered some aftershave advertised as £42 plus 15% off with code so great price until I clicked to pay and it flipped to a much higher price than I’ve seen across the whole Web of £55 by which point payment had been made. Customer service refused to refund the difference although many screenshots have been sent showing the lower price going into my basket etc. Scam..will not be using again and god knows if the stuff is even real!”
“I placed my first order with them. It was very well priced. The barbour perfume was great value along with the other items. Lord and berry bronzer, the best bronser for pale skinned people, I recommend it wholeheartedly as it gives an amazing glow to fair skinned individuals, but please go elsewhere to purchase this.
I was excited as l received a free gift, it was a free makeup bag and eyeliner. Also lord and berry.
The eyeliner was not in the package so I contacted them to have them repeatedly ask me for a photo of the products and damaged packaging. The package was not damaged and I had recycled it already, so they then said send an image of the non-existent eyeliner, wow! Absolutely absurd.
They then asked for an image of the products I had received, why? I was missing the promotional free eyeliner, you can glance at the other products I ordered to your heart contents but it isn't going to change the fact you forgot to put the eyeliner in.
After many exacerbating emails I gave up.
The reason I decided to order from The Fragrance Shop was for the extra items.
I won't use them again.
I hear there are many fake reviews so do not trust them.
I've included a photo of me wearing lord and berry bronzer as its so amazing.”
“I sent back 4 perfumes which were received by the TFS on 9/6, I am still waiting for a refund. They only reply through trustpilot to put up a brave face in front of the public but they are ignoring my emails.”
