The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.41

1.4 Rating 293 Reviews

10 %

of reviewers recommend The Fragrance Shop

Company Reviews

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Metrics

1.4

Based on 293 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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The Fragrance Shop 1 star review on 16th December 2025

Malgorzata

The Fragrance Shop 1 star review on 8th October 2025

Ayman

The Fragrance Shop 1 star review on 16th January 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Appalling customer service. They sent my order to completely wrong address, I emailed customer service 3 days ago and still have not had response ! Their live chat is un-manned and no published contact numbers. Avoid.”

Helpful Report

Posted 1 day ago

“I've never encountered worse customer service in my life. Order no. FWUK63329101 Of the two perfume packages and a sample I ordered, only one arrived. I filed a complaint within a minute of the courier delivering the package. The sample was empty. I paid for my membership, and the complaint has been pending for 20 days. I keep getting updates saying they're working on it or the issue is resolved. No refund, no new perfume. If I could leave a 0 rating, it would be perfect. Ive been .The person responsible for such poor service is Michelle.”

Helpful Report

Posted 4 days ago

“Worst customer service there is to ever exist. I don’t know what kind of training they give to their employees. I have attempted to call many times and I am in a queue of 60-70, once I am number 1 and it connects me through to an advisor, they hang the call up. This has happened 3 times over 2 days. I have emailed them too, they take days to reply but with a generic response, not reading/acknowledging any of what I said. I have been waiting for a refund for 6 weeks now which for an order, yet this has not been resolved. The fragrance shop need to sort out customer service and train the staff up to standard, terrible terrible.”

Helpful Report

Posted 2 weeks ago

“If I could give 0 stars, I would!! placed an order 3 months ago, never received the items. The customer service never responds to emails the chat doesn't work!. Finally got a response 2 weeks ago saying a refund had been issued and I would receive it within 5 days. shock I have still not received the refund!!! will never use again”

Helpful Report

Posted 1 month ago

“Disgraceful. Order number FWUK62842869 I have sent two emails and tried to contact them on there chat numerous times. Everytime I open an enquiry they close it down as solved when they haven't even responded to me. I order a bottle of house or vision fortitude with a free bag to my office address in Spain on the 1st of October, I have received no news from the courier, the 12 pound delivery I paid is not tracked so I can't see where it is. If their team continue to close my enquiries and ignore the help I'm asking for I'm going to report them to Resolver and trading standards. Please let me know where is my parcel? Are you sending it or refunding me? Thank you”

Helpful Report

Posted 1 month ago

“Ordered a aftershave and not received it was supposed to be delivered to the shop I keep being told it was delivered to my home address. Cannot track the order I’ve tried several times, I have cameras outside so can easily see if it was delivered will be taking matters further”

Helpful Report

Posted 1 month ago

“Absolutely abysmal customer service. Avoid!”

Helpful Report

Posted 2 months ago

“Sent three emails telling them not to renew. Nevertheless just received email confirming renewal. Scam.”

Helpful Report

Posted 2 months ago

“Horrible experience.”

Helpful Report

Posted 2 months ago

“Customer service is extremely disappointing. There’s essentially none available on weekends — calls go unanswered, the live chat is ignored, and emails aren’t responded to. The shop itself is fine if everything goes smoothly, but as soon as there’s an issue (like receiving the wrong item), you’re completely ignored. For such a large company, this level of service is unacceptable. It really needs to do better.”

Helpful Report

Posted 2 months ago

“I placed an order with The Fragrance Shop on 1 October 2025, adding a £15 membership to my basket. The payment went through — I’ve checked my records — but the membership is not showing on my account, and my order details have disappeared. I’ve emailed ten times and been completely ignored. No acknowledgement, no resolution, no access to the benefits I paid for. As a loyal customer, I expected better. The lack of transparency and basic customer service is unacceptable. I’ve provided my email, payment confirmation, and clear instructions — STILL NO ONE HAS APPLIED THE MEMBERSHIP TO MY ACCOUNT! If you value accountability and support, I’d strongly advise shopping elsewhere. !!!!🫣🤯🤬”

Helpful Report

Posted 2 months ago

“I placed an order well over a month ago and it has still not been delivered i have sent many emails the first couple they replied and told me some old rope about it being in the warehouse and it was going to be sent the next day which was not true now they don't even bother replying I just get a automated message first time I've used this company what a terrible company no customer service and no idea how to deliver a Order i really am at my whitsend to knowing what to do I suppose I will just have to send another email how can this company still work when there's so many people who have the same problem”

Helpful Report

Posted 2 months ago

“Ordered two fragrances 2 weeks ago. 10 business days have elapsed, and I have not received any information regarding why my delivery is late or when the closest delivery date would be. I have sent them three emails, of which two consisted of the same two copy-and-paste replies that did not help me. The third email I had 0 replies to. The customer service is appalling, and so is the delivery service too. Don't get me wrong, the prices are great, especially with the TFS membership, but what is the point if the products do not arrive.”

Helpful Report

Posted 2 months ago

“It has been 25 days and my order is yet to arrive. They said my order would soon be dispatched. During this time I received a small 5ml sample of the perfume I ordered. I thought this was something they had sent as an apology whilst I awaited the full bottle. One week later I am told my order has dispatched. I check the tracking information to find it marked as delivered, with a photo of the small parcel containing the 5ml sample. I contact the company. They tell me that I need photos of all elements of the packaging to prove the full bottle was not there. But I binned the packaging as this was now around two weeks ago and my parcel hadn’t yet been dispatched at this point. They now say nothing can be done. Absolute scam. I have effectively paid £70 for a sample.”

Helpful Report

Posted 2 months ago

“Bad service!! Ordered 2 high boss gift sets and only got 1 waited over 3 weeks for another one or even a refund and im still waiting!! Customers serviceon the phone is awful!! Just fob u off with lies!!! Won't be buying from here again!!”

Helpful Report

Posted 3 months ago

“Absolute rip off”

Helpful Report

Posted 3 months ago

“They are the worst customer service!!! I have missing item which is the expensive in the order. And not resolved ever!! Wasted money on you cheaters and thief!!!”

Helpful Report

Posted 3 months ago

“Bought a daisy perfume, opened it and was not spraying. Phoned the store in London Oxford street, They said bring back the next day. When I arrived it was shut. Fuming was an under statement. Went to other store up the road in Oxford street. Young boy said can not replace because I had opened it. Is he having a laugh, I had to open it to use bloody idiot. Saw some one else demanded by my husband, he shrugged he’s shoulders at him. My husband said don’t shrug your shoulders at me. He was not going to help me. I lost it big time and demanded refund or another bottle of which I demanded to open. The replacement worked so left the store. WILL NEVER USE THIS COMPANY AGAIN”

Helpful Report

Posted 3 months ago

“Horrendous customer service repeatedly asked to cancel my subscription but they continue to take money from my account and will not refund it. The only way I could stop this was by cancelling my bank card which was advised by my bank as they had issues with scentaddict before. Do not sign up to this!”

Helpful Report

Posted 3 months ago

“I signed up to the subscription and choose my scents for 12 months. Thinking that £12 a month was worth it for some of the scents I couldn’t afford to buy at full price. My first spray was delivered however it would not spray at all. Contacted customer service and they asked for proof of all packaging & the perfume. I also took a video showing no mist! They didn’t respond initially so I emailed again and was told to return the perfume to a fragrance direct store. My nearest one is over 30 miles away. I had no other option but to cancel my subscription. Very poor customer service”

Helpful Report

Posted 3 months ago

The Fragrance Shop is rated 1.4 based on 293 reviews