“Only the first month went smoothly. Since then, getting what I paid for has turned into a fight, while Customer Service seems perfectly happy to hide behind automated acknowledgements and generic copy-and-paste replies instead of actually dealing with the problem.
Mistakes, delays and problems with logistics can happen to any company. Even a 10-day delay can happen. What separates a good company from a bad one is how they handle these situations: a genuine apology, a proper response and some effort to make things right can easily turn a frustrating experience into a positive one.
Unfortunately, that was not my experience with Scentaddict. Instead, I was left chasing answers and receiving responses that felt automated and disconnected from the actual problem.
I have cancelled my subscription. After this experience, I simply do not want to continue using a service where the customer has to fight for attention after paying for it.
If this is how Scentaddict treats its subscribers, think twice before giving them your money.”
“I have a membership with Fragrance Shop, although I won't be looking to renew it when it comes to expire. I am losing patience ordering through Fragrance Shop. One of their stores is close to me, so I tend use same day click and collect. There is always some issue which involves me having to chase up my order, and the communication is poor. They don't answer the phone. I contact them via online assistance, and they never answer through that either. Also, despite the email confirmation of the order and the money taken, there is no evidence of my order when I check my account on their site. And don't get me started on how appalling the app is either.”
“I have only made a single in-store purchase at The Fragrance Shop and I have never activated any voucher, subscription, or membership, nor have I agreed to any recurring payments or fees.
However, I was informed by my bank that two £15 transactions were attempted on my account and were blocked. On 13/04/2026, another attempt was made to take money from my account without my authorisation. I do not owe any money to your company and I have already contacted my bank regarding this matter.
I have never received or activated any voucher or membership. My email address was collected in-store at the time of purchase when I was told that receipts are only sent by email and not printed. This was not clearly explained before payment, and therefore I did not knowingly consent to my data being used for marketing or other purposes.
Despite this, my email has been used for repeated communication and appears to be linked to services I never signed up for.
I have requested full clarification of these charges and proof of authorisation, as well as confirmation that no further attempts will be made to charge my account. I have also requested deletion of all my personal data under UK GDPR and the Data Protection Act 2018.
I consider the handling of my data and payment attempts to be unacceptable and I am escalating this matter to the Information Commissioner’s Office (ICO).”
“Order didn’t received and I have no number to contact not replying email only response is aromatic journal reply
Please think 100 times before ordering from this shop”
“They cheated me on the price. They charged me 124 for a perfume that had a price tag of 115 and was not on offer — that was the real price. When I asked for my money back, they refused.
When I tried to cancel my subscription for next year (2027), they cancelled my current subscription for 2026 immediately. They first said they would reimburse me for the subscription to later said they would not do it.
It feels like talking to a bunch of idiots.”
“AVOID buying online. Customer Service abysmal. Same stock answer from at least 8 operatives. Perfume I ordered, over £100 obviously not in stock but fobbed off every time I emailed/ telephoned. Called in shop in Yate Bristol and Assistant was fantastic. Put a refund through immediately. I have never been treated so badly with online shopping before.”
“DO NOT USE THIS COMPANY*
My fiancée brought me some perfume before Christmas which she paid for express delivery to come before Christmas - never turned up - since then she has contacted this company on numerous occasions via email which they said they will look into and refund - now at the end of January and still no refund - on top of this, she rang the company and they are so rude, quick to get of the phone and into the weekend - this will be taken further now as you are holding onto money for two months now, terrible.”
“They charge u with wrong amount so they charge me 124🐼 but price tag on the perfume was 115🐼 dont give you 20% discount and yet £15 for subscription where they do not notify u that they will charge u.”
“Do not buy from these people!! I ordered an 80 ml bottle of perfume for a Christmas gift and received a 1ML sample. After numerous e mails which at first were ignored they now will not accept the fact I never received it and flatly refuse to do anything about it! Therefore I have paid over £70 for a 1ML sample!!! Scandalous scamming rip off merchants. Do not deal with these people.”
“I ordered a Christmas calendar plus 3 bottles of perfumes worth £300.
The order was delivered to the store but when I went to collect it the manager said its not there.
I contacted customer service and they confirmed it was delivered to the store and would replace the missing items.
The store manager said he cannot do anything about it despite the order was delivered to his store and signed for and probably there is cctv.
Customer service asked me if I wanted refunds or my order. I chose my order and they said it will take up.to 48 hours however they will get in touch with the store to replace the order.
Its been nearly 2 weeks and I havent received my goods and I am just going around in circles.
I need a contact number for the area manager.”
“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.”
“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.”
“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.”
“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”
“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”
“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”
