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The Fragrance Shop Reviews

1.4 Rating 301 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 301 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
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Email, Live Chat, Telephone
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Anonymous
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
IsKing
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Amy
Verified Reviewer
“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!”
Helpful Report
Posted 4 years ago
Vicky
Verified Reviewer
“Old stock sent, Idol perfume, not in the new bottle, unhelpful customer service, purchased 3 items. Certainly won't be buying from them again”
Helpful Report
Posted 4 years ago
Laura Hall
Verified Reviewer
“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!”
The Fragrance Shop 1 star review on 4th September 2021
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“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”
Helpful Report
Posted 4 years ago
Eleni
Verified Reviewer
“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...”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“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”
Helpful Report
Posted 4 years ago
Magda
Verified Reviewer
“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”
Helpful Report
Posted 4 years ago
Janet Williams
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“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!”
Helpful Report
Posted 4 years ago
Todor
Verified Reviewer
“I make a order of two parfumes they sent only one. 2 weeks I am trying to solve this issue. Awful costumer service.”
Helpful Report
Posted 4 years ago
Rachael Hutchings
Unverified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Sandra Casagrande
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Mark D Maccormick
Unverified Reviewer
“I wish i could give less, 1 star is a compliment. gift set for GF's birthday was spilled an damaged upon arrival still in box, empty! 2 weeks of back and forthing with "Laurentiu U" got me nowhere. After 7 images of every conceivable angle they closed my case. No refund no return no nothing! Thanks for the waste of a time gift, il never shop with u again your customer service is horrendous your process of complaints is terrible and worse still you dont even care! As of this morning iv had to initiate a returns that i will have to travel and go out of my way to send back, because of your messup not mine, im the customer?! I order online, it arrives. Thats how it works, if i wanted to walk about id have gone to a store!! Useless utterly useless. AVOID TRUST ME, THEY COULDNT CARE LESS. AVOID!”
Helpful Report
Posted 4 years ago
Teresa Rowland
Unverified Reviewer
“Terrible customer service - different advisors keep fobbing me off ! So far no product received and no refund . Money taken from account 6th May and we are now on 28th May ! First time using The Fragrance Shop - will definitely NOT be using again .”
Helpful Report
Posted 4 years ago
Shaban
Verified Reviewer
“Disgusting customer service, 2 weeks on and no sign of my order despite being assured it was dispatched 4 days ago. Customer service have stopped responding. Please avoid this company, I will be taking the legal route to get my money back.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Disappointing. Bought an item from The Fragrance Shop in view of a free item also being advertised (that would have made the additional cost worth while). Unfortunately no free item received, and when the issue was raised, the customer support service denied all responsibility. Excuses were made that the item was no longer available, despite evidence documented and sent to customer services to show the item was still currently available (which was subsequently confirmed as correct). I definitely will not purchase from this company again.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Order not delivered Customer Service absolutely useless. Do not use this Company. Currently no refund and no goods. Courier service lies. Will never use again”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Please don't order from this Company. I ordered a perfume to be gift wrapped and sent to my daughter as a birthday present. She received it with no gift wrap and they even sent her the receipt!!! I gave them my address for the billing. Bad customer service x”
Helpful Report
Posted 4 years ago
The Fragrance Shop is rated 1.4 based on 301 reviews
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