“Really wish I had seen these before engaging with Scent Addict. Do NOT buy a gift subscription for anyone because you will not be able to redeem it!!!! Error message received and no help or support provided. Customer service (or lack of) is appalling. No one responds and then they close your query as solved when it isn’t. Even when you ring the helpdesk they only say they will chase it with Scent Addict and of course there is no response. The Fragrance Shop should be embarrassed to be associated with them and I certainly won’t be purchasing anything from the Fragrance Shop in future.”
“I only gave one star so I could write my review. Criminals!!!!! you guys are a bunch of criminals...I have asked that my subscription be cancelled several times yet I keep getting debited. I send mails and nobody acknowledges it. Cancel my subscription you thieves!!!!!”
“Scentaddict holds no responsibility for order dispatched to Royal Mail. I was, seven days ago , offered Scentaddict subscription by The Fragrance shop, which I accepted but so far the only thing I’ve had is the money taken out from may account. I can’t cancel it and have refund unless I contact the Royal Mail and ask them to dispatch the item back to Scentaddict. Am I the one supposed to deal with the Royal Mail? I DO NOT RECOMMEND SCENTADDICT nor FRAGRANCE SHOP.”
“Appalling customer service after initially requesting my subscription to be cancelled in April I was told via email it had been and I was charged for may and on may 15th I asked them again slightly annoyed and I was told it had been cancelled but in June and July I got charged again now I’m angry and wanting a refund as I get told on the phone by a customer service rep it actually hadn’t been cancelled and they would do it so this point I requested a refund and the response was
They hung up on two occasions !!!!”
“The WORST subscription service I have EVER used. It’s such a good idea but absolutely terribly managed.
First issue was Royal Mail didn’t deliver my parcel but said they had, instead of just sending me out a new one whilst they did their investigation, they were going to make me wait for a full investigation to be done for something that just cost them pennies.
Second issue, tried to redeem the code they sent me for the £12 off the perfume I’d had that month, that didn’t work.
When I finally got a code that worked and ordered this £92 perfume, they sent me another email saying they needed a utility bill off of me to process the order…..even though I’ve paid for it upfront, no other company has EVER asked for that. So I said no cancel the order and my subscription, this is the dodgiest and most useless subscription I’ve ever subscribed too. Don’t bother.”
“Don’t do it, I tried to cancel multiple times with emails that get ignored. They also don’t answer the phone.
Looks like I will be paying £12.99 every month for the rest of my life… surely this is illegal??”
“DO NOT USE THIS SERVICE! All other reviews seem identical to my experience. They are rude, inept and completely unhelpful when you reach out to cancel. The worst customer service department I have ever dealt with in my LIFE.”
“Awful customer service. They make it difficult to cancel intentionally. I emailed several times to cancel, and they never ever got back to me.
When I got through on the phone they told me they wouldn’t refund the product as I hadn’t spoke to them on the phone even though they can see my emails? Don’t bother unless you’re desperate for minis for travel or something. And then ensure you ring and keep a copy of contact you had with them”
“Scentaddict subscription been great for the last year until this month, when they totally ignored my 'wish list' and just sent me the same fragrance as last month. Refused to accept fault, called me a liar, refused to refund and now want me to return unopened and at my own cost! Appalling customer service. Won't accept subscription cancellation by email, asking me to call to do this. DON'T TOUCH THIS COMPANY!!!!!”
“They make it almost impossible to cancel. I emailed and tried cancel but was told i need to call, which I've tried but just sat in a long queue on the phone and no answer.”
“I bought a 6 month subscrtiption for my wife's birthday. When she entered the voucher code, we didn't get an error but it didn't add any credits to her account. We have been trying to get them to fix the issue but so far there has been no resolution. I phoned up to cancel the subscription but I was told that as it was a voucher it couldn't be refunded.
Every time we call we are in a queue for between 1 and 2 hours depending on the time of day and the person at the other end isn't a specialist about scentaddict, they are general agents who deal with everything from sales and orders from "The fragrence Shop" to online subscriptions. I asked to speak to a manager but have been told it would take up to 72 hours!
No product for £66, no sign of a refund and no sign of a resolution. Buyer beware!”
“DO NOT SIGN UP FOR SCENT ADDICT!
TF shop has awful customer service. They activley make it difficult to cancel your subscription. You can only call them which is ridiculous and does not cover those who are unable to communicate verbally. It is horrendous service.
Be prepared to dedicate time and effort for something that should be an incredibly simple cancellation process but its anything but.
They continued to take payments from my account after 7 emails asking in different ways to cancel my subscription. Only once was i asked via email for my details and the reason for cancellation which i wrongly assumed meant my request would be upheld but NO! Instead the reply was a copy and paste job from the website asking me to call even though i have been very clear in my reasons as to why i could not call. The level of stupidty and greed displayed by TFS and its customer service team is unreal.
**DO NOT SIGN UP FOR SCENT ADDICT.**
**DO NOT USE THE FRAGRANCE SHOP. **
**USE ALTERNATIVE RETAILERS WHO RESPECT, SUPPORT AND RESOLVE THEIR CUSTOMER QUERIES.**”
“WARNING stay away and save your money! The customer service is awful and I spent over 1 hour to cancel my subscription! The Fragrance Shop staff said the customer service is awful and they absolutely hate contacting them! That sums it up!
Had enough of getting generic emails on wrong orders over the last 3 months and still has not been resolved!”
“First order received fine
2 subsequent deliveries never appeared
Customer service say they delivered
Always someone home and they definitely haven’t been
Waste of 24 pounds
Trying to cancel subscription now
Don’t waste your money”
“Terrible have to constantly chase missing orders and they also send the wrong ones. Emailing to complain is also very unhelpful. When the orders are missing you have to wait 10 working days for them to issue a new one and by that point you are nearly on your next month its a shame the service isn’t better as I actually like receiving a new scent every month ( when they actually arrive )”
“Worst company ever they say on website that you can pick your scents for the month and I did just that yet they sent me a completely different one than I picked. Then emailed to cancel and they said that you have to phone to cancel. Waste of time and money never again”
“Terrible service. I didn’t get the colour atomiser that I ordered- said it was out of stock - didn’t offer me an alternative choice, they just sent me a black one. I didn’t want black & asked for an exchange - they refused. Very disappointed & would definitely not recommend”
“somebody complained about having to ring to cancel the subscription and getting no reply. i just rang to cancel mine and it was super easy and the lady was very nice :) i did find they didnt answer after a certain time as the message said "our customer service team has gone home for the day" so after 5pm i think?? which is fair enough. i just rang at 11:40ish and got through straight away :). i think its a great way to test out new perfumes plus you get a discount on the big bottles of whichever ones you like! so, good experience for me :)”
