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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

“My order was offered with a free gift but it has never arrived.. I queried the customer service. They said I ordered before the the free gift was offered even though I show them a screen shot of my order which clearly included a free gift. This sounds like a scam. Needless to say I'll bring my business elsewhere.”

Posted 4 years ago

“BEWARE BEWARE BEWARE!!! Where to start with these lowlife,immoral degenerates. This is the 2nd time i have been scammed by these people (yes i know,once bitten and all that). In September i paid them £337.27 for 4 perfumes.Only 3 arrived quickly with a £100 bottle missing. Customer care is non existent. December 16th i needed Christmas presents quickly so took a chance again( yes i must be bonkers). They cancelled my order and never informed me but kept the £214.90 i paid through PayPal. Tried calling them-no response,emailed them 46 times in 2 days-no response.The online chat scentbox(robot) utterly useless and will drive you insane. I have had to escalate the case in PayPal to a claim. Please folks to not ignore the negative reviews of this company. You are taking a big risk with your hard earned cash and most times you will be let down for birthday or Christmas dates. I wont see my £214.70 till sometime in January if i'm lucky. The Fragrance Shop are worse than Indian online scammers. DO NOT TAKE THE RISK OF LOSING YOUR HARD EARNED CASH OVER CHRISTMAS.”

Posted 4 years ago

“I wish I read the reviews first before ordering online. I ordered on 13th Dec 19 which is a Xmas present by the way for my granddaughter....still waiting for this email to collect. I've emailed, called no response from them. Even that stupid bot couldn't help, it was thanking me before it was resolved. I didn't want to give it a 1 star. The worse service I've ever experienced..🤬”

Posted 4 years ago

“Still waiting for my order Still waiting for my order. It was supposed to be delivered yesterday. I’ve tried calling, no response. I’ve tried emailing, no response. The Fragrance shop have truly ruined Christmas, actually murdered Christmas for me.”

Posted 4 years ago

“Did not come gift wrapped as I had paid for this service then herendous customer service wanting proof my god it was £2:50 refund me now just think of all the other customers they have robbed this way please go elsewhere this company is shockingly bad”

Posted 4 years ago

“Frighteningly they are now asking for contact asking you to call (which on reading other review sites is a ploy). Christmas is close and I can see me £121 down with no delivery”

Posted 4 years ago

“Ordered 2 items. Paid by PayPal on 23 /11/2019 I received one item only Gucci rush 50 ml, this was delivered on the 27/11 and signed for, the delivery note indicated that the order was sent without the YVES SAINT Laurent. I still haven’t received it, and after many emails, I got one response asking for a picture of the package and received item, which I sent on the 2/12 and still didn’t get any reply”

Posted 4 years ago

“Had the same problem as many on here, I did a £309 order of two items then next day had a email to contact them. I could not get through on the number they had on the website. When I did get in contact they wanted proof of I.D a council tax bill and a bank statement.. I declined and cancelled the order! What a way to do business, take your money then ask all sort of questions! terrible firm and lost a £309 order, never ever again.”

Posted 4 years ago

“Ordered my favourite perfume from them but realised after a few sprays that the smell just disappeared. I knew this was not right as I've used this perfume for years and know how strong the smell normally lasts for. I'm currently in-dispute with them for a refund but their "Perfume Expert" will have the last say on the matter so they obviously don't give a damn what their loyal customers think :(”

Posted 4 years ago

“Avoid at all costs; there is so many shops around. I purchased few perfumes for £350 with next day delivery to my office on 10/10/19. I have received an email on 11/10 asking me to call them due to security reasons (never had such requests from any other shops), usually it's a shop who have courtesy to call. So I called and agreed to have it delivered to billing address as that's what they requested...hmm I'm waiting since...it's 28/10... I raised case with PayPal luckily but didn't want them get away with it so called them directly too and cancelled....let's see when and if refund lands.”

Posted 4 years ago

“My first order with The Fragrance Shop £65.88 Product never arrived, so after 30days i contacted them to advise this, The Fragrance Shop advised me to contact Klarna. I went online and contacted Klarna who advised me to contact The Fragrance Shop and request a refund. (PING PONG) customer service. I contacted the fragrance shop and they advised my parcel was signed for and im now outside my refund window. I am pretty sure they never even sent the parcel. Now there sending me debt recovery letters, even though the parcel never arrived. Scammers & dodgey people, save your money and buy off a legitimate shop.”

Posted 4 years ago

“Absolute shambles of a place. Placed an order to then receive an email saying there was a problem. Long story short I was advised to cancel my order and reorder, couldn’t believe I then received yet another email stating the same issue to then be asked on the phone for a bank statement to be sent over as proof of address?!? Literally never had service like this online, 100% recommend anyone to stay well clear!”

Posted 4 years ago

“Ordered product on 22/08/19 still not arrived by 1/9/19. Attempted to track item through fragrance shop (said order dispatched) tracked through Royal Mail (said sender preparing item and last update was day of order). Called customer care who said They would look in to it and email (not call) me back. They did email to say “my issue has now been resolved” & “this ticket number is now closed” followed by “your order is on its way”. Nothing on either tracking site however, had changed. It has not yet reached Royal Mail .”

Posted 4 years ago

“I will start by making clear that I've had my credit card for the past 6 years, I've lived at my home address for 12 years and have a perfectly clean credit record with a substantial credit limit on my account. I think I'm trustworthy. I'm also a chartered accountant working for a law firm, so totally understand the need for fraud and money laundering checks. I placed a £70 click and collect on line order yesterday for a bottle of perfume during their one day 20% discount promotion. Everything seemed to be going well until I received an email a few hours later asking me to call customer services. Apparently they were doing a security check and wanted evidence of my biliing address. I don't know why this was required, but I sent them a copy of my account statement showing my home address as requested. I had a bounceback telling me they were receiving abnormally high numbers of emails and would respond as soon as possible. They didn't process my billing details until late in the day when, after calling customer services, I received another email from a JobsWorth called Areej D, who asked why I was having the goods shipped to their London store, which is 25 miles from my home. Well, surprise surprise, I work in London and am 5 minutes from the store. Areej D has clearly never heard of people having goods shipped to their work location! I ended up having to send him a link to my profile on my firm's web site so he could see the address. Unfortunately the email with the link wasn't read and it was only when I contacted customer services via on line Chat that my order was finally approved. I asked when the item would be available and was told that it was in stock in the local branch and I'd be able to collect it today, I just had to wait for an email. A couple of hours later I checked the status of my order and saw that it had been passed to the warehouse for picking and subsequent despatch by courier. I again contacted customer services who told me that, as I had ordered a free sample with the main item, it had to come from the warehouse because free samples are not available in store. I didn't want any free samples, they would have gone straight in the bin, I just wanted the item I had ordered. But the system had added the sample automatically to the order and I could not remove it. And apparently nor could customer services. So customer services ended up phoning the store in order that I could call in and buy the perfume on the understanding that they would honour the 20% discount. To be fair, the store staff were really helpful and I now have the item. Customer Services have confirmed that they will now cancel the original order but I have a horrible feeling that's not going to happen. It's certainly not been cancelled in the last 3 or 4 hours since I spoke with them. This has to be literally the worst and most frustrating on line shopping experience I've ever had. I have wasted so much time, just trying to buy a simple birthday present. All I can advise is to steer clear of this company. They have no idea how to run a business.”

Posted 4 years ago

“Placed an online order, received confirmation code and after a few days also received collection email. Brilliant I thought what could possibly go wrong..... collected my order was in such a rush as had other errands to run didn't bother opening gift sets as you trust company's or so I though so. Came home opened both gift sets to my surprise both bottles ml's wern't the same so I've either been provided a used bottle or the manufacturer has made the error unsure who's to blame.”

Posted 4 years ago

“Just now Rubbish Would like to put no stars here. Absolutely zero customer service, no one seems to know what they are doing or Care. Had an item that came damaged on the 4th June and after many emails, calls, photos sent in still no replacement. I requested mgr to contact me, what a surprise still waiting. Don’t waste your money with this company”

Posted 4 years ago

“Just now Rubbish Would like to put no stars here. Absolutely zero customer service, no one seems to know what they are doing or Care. Had an item that came damaged on the 4th June and after many emails, calls, photos sent in still no replacement. I requested mgr to contact means what a surprise still waiting. Don’t waste your money with this company”

Posted 4 years ago

“Stay well clear of these incompetent bunch of dirty crooks”

Posted 4 years ago

“Bunch of incompetent crooks I wouldn’t deal with you if you paid me”

Posted 4 years ago

“Tried to place order on website , got as far as paying for perfume , website crashed. Checked and no order was raised , no order number or email confirmation, nothing. Two days later £50.99 removed from my credit card ? 8 phone calls and 12 emails and I’m still awaiting funds to br refunded despite numerous promises , it been 4 weeks so far”

Posted 4 years ago

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The Fragrance Shop is rated 1.5 based on 192 reviews