The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.40

1.4 Rating 301 Reviews

10 %

of reviewers recommend The Fragrance Shop

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1.4

Based on 301 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Live Chat, Telephone

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The Fragrance Shop 1 star review on 8th October 2025

Ayman

The Fragrance Shop 1 star review on 16th January 2025

Anonymous

The Fragrance Shop 1 star review on 10th December 2024

Anonymous

Anonymous // 01/01/2019

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

“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”

Helpful Report

Posted 2 weeks ago

“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.”

Helpful Report

Posted 2 weeks ago

“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.”

Helpful Report

Posted 1 month ago

“Not genuine product”

Helpful Report

Posted 1 month ago

“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.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 3 months ago

“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 3 months 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.”

The Fragrance Shop 1 star review on 16th December 2025

Helpful Report

Posted 3 months 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 3 months 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 4 months 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 5 months 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 5 months ago

“Absolutely abysmal customer service. Avoid!”

Helpful Report

Posted 5 months ago

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

Helpful Report

Posted 5 months ago

“Horrible experience.”

Helpful Report

Posted 5 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 5 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 5 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 5 months ago

The Fragrance Shop is rated 1.4 based on 301 reviews