The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.50

1.5 Rating 212 Reviews

12 %

of reviewers recommend The Fragrance Shop

Company Reviews

Questions

Metrics

1.5

Based on 212 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 29%
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

Visit Website

Write Your review

Tell us how The Fragrance Shop made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

The Fragrance Shop 1 star review on 16th January 2025

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

“If You Have a Problem, It Won’t Be Resolved Scentaddict by The Fragrance Shop might be fine if everything runs smoothly, but **the moment you have an issue, don’t expect it to get resolved.** The customer service is beyond frustrating—**they don’t read emails properly, promise call-backs that never happen, and close cases without actually addressing the problem.** Despite updating my address in their system (with proof from previous emails), they **sent my orders to the wrong place twice.** I initially just asked for my missing perfume to be resent, yet not only was that ignored, but the same issue happened again the next month. To make matters worse, I cancelled my subscription **over a year ago**, yet I’ve been charged this entire time **without receiving a single product.** No refund, no resolution—just automated responses and dead-end support. On top of that, their website is glitchy when selecting fragrances, making it even more frustrating. If you ever need actual customer support, **be prepared to get nowhere.** Would not recommend.”

Helpful Report

Posted 3 weeks ago

“Customer service is absolutely terrible. I would give it no stars if I could!!!”

Helpful Report

Posted 1 month ago

“Please avoid this company at all costs! I purchased a bag and mens fragrance nearly a month ago and still has not arrived. I contacted the company multiple times via email and each time with a lame excuse that it is either on its way (after 2 weeks had passed) or they are investigating. It is evident they are trying to deceit their customers and prolong any refund or compensation. As a former e-commerce director myself, it is absolutely absurd how they treat their customers and also perplexing at the same time, as it all it does is make the customer more disgruntled, resulting in doing what I am doing and giving the company negative press, thus resulting in less sales. They are not looking at the bigger picture and they need to completely restructure their customer service and senior management teams to fully thrive and be a trust worthy company. To do this day, I have yet to be refunded for goods that I purchased that I did not receive.”

Helpful Report

Posted 2 months ago

“28th my parcel arrived flip packed and empty with a Royal Mail notice of damaged package. 28 days later no refund or productive email only generic emails from fragrance shop. Scammer????”

Helpful Report

Posted 3 months ago

“Unauthorised Charge - Disgusting Customer Service I have never been more appalled by the customer service of any company. In December 2023, I purchased a Paco Rabanne Gift Set for my mum and joined The Fragrance Shop’s membership because it promised additional discounts on future purchases. When the order arrived, the travel spray was missing. This was a gift, and I didn’t want to give my mum an incomplete set, so I contacted their team. When I initially reached out, I didn’t even request a refund. I simply asked for the missing travel spray to be sent or a replacement set altogether. After several emails and repeatedly asking to escalate the matter to a supervisor, I was told I’d receive a returns form in the post. That form never arrived. Left with no other option, I had to give my mum an incomplete gift on Christmas Day. In January 2024, I followed up again and received no resolution from “Kelly H,” despite being assured the form was on its way. Fast forward to July 2024, I remembered I had signed up for their membership and emailed to cancel it—there was no way I wanted to give this company more of my money. I also reiterated my awful experience. They apologized, confirmed the membership was canceled, and offered to send me perfume samples as an apology. Unsurprisingly, the samples never arrived. To make matters worse, in December 2024, they charged me £15 for renewing the membership I had canceled months earlier. This is an absolute joke. I contacted them again on January 6, 2025, demanding my money back and a resolution to this nightmare. So far, all I’ve received is a generic response, with no action taken. Who is running this company’s online customer service? Their incompetence and lack of accountability are shocking. This company clearly doesn’t care about its customers. I am demanding my case be escalated immediately, my money refunded, and answers for this complete failure in service. Avoid this company at all costs. They’ve wasted my time, caused unnecessary stress, and failed to provide even the basics of customer care.”

Helpful Report

Posted 3 months ago

“Total scammers, took my money then posted item back to their warehouse. Like others tried to get refund, in essence they have stolen my money. I'm now blocked on Facebook! For trying to raise awareness.”

Helpful Report

Posted 3 months ago

“Anyone thinking that they are going to get a refund from this company are just kidding themselves. Please contact Trading Standards, as this company are fraudulent. Don't believe me...wait and see...”

Helpful Report

Posted 3 months ago

“I bought a Christmas present in December (still hasn't arrived) I've been in touch with "April" from customer services who sends an automated response. No sign of the product, a replacement being arranged or a refund despite multiple contacting of them.”

Helpful Report

Posted 3 months ago

“Got the 2024 advent calendar and there is no way the items in it are worth as much as they claim, some are really cheap and it also states on the sleeve there is a voucher, there isn't, very disappointing and when you try to contact them, you can't, don't buy”

Helpful Report

Posted 4 months ago

“Pre-ordered a perfume advent calendar at the beginning of September for a Christmas present. Got to mid October, hadn't heard anything, so emailed them about it - no response. Left it a few weeks, as I appreciate they're busy, but still hadn't heard anything by November so emailed again and got a generic response from 'April' a few days later saying I need to wait at least 10 days for my order to arrive... 2 months after I'd ordered it. Emailed back and got another email from 'Sinah Z' saying they need to speak to support about it and will get back to me. Heard nothing. Called up and waited in a long queue of 60+ people only to then be told the advent calendars were out of stock and there would be no more - At what point did you know that? Why didn't anyone tell me that before I had to ring up 2 months later?! This was a gift for a family member too, so they would have been left with nothing, if I didn't use my brain. And why are you taking more pre-orders than you can physically fulfil?? Spoke to a call handler who said it would be cancelled. Then got an email to say "sorry YOU wish to cancel your order" - I didn't want to cancel it, you guys being incompetent did. Then I got a second email to say no money had been taken, when I could see they had taken over £100 and definitely not replaced it. Countless emails and calls (of being in a queue of 82 people at it's worst) later, the last call handler went to speak to support said I'd be refunded in "3-5 days". Waited past that period of time, still no refund. Over 3 and a half months later of this nonsense, from ordering to this point, I put in a claim through Barclaycard to reclaim the money as I was over chasing them for MY money that they supposedly "didn't take". Miraculously, the money has now been put back in, so I've cancelled the claim. I shouldn't have to chase for my own money back after you have screwed me over. If I hadn't kept on contacting them too, they would have just kept the money as "no money was taken". Absolutely disgraceful way to run a business.”

Helpful Report

Posted 4 months ago

“Never recieved u took my money and sent numerous emails never got my money back a scam”

Helpful Report

Posted 4 months ago

“AVOID, They are madness, I have received an opened parcel/empty, I have proof from royal mail it was opened and they still doesn't want to give me my money back.”

Helpful Report

Posted 4 months ago

“This is the most shocking business I have ever had the misfortune of dealing with! The caller I got through to was rude and not listening to me shouting “oh my God” It was dismal now I’m waiting for refunds as the employee messed up my subscription! AVOID”

Helpful Report

Posted 4 months ago

“The fragrance shop are a fraud there customer services are very unprofessional they ignore emails and my order has now taken 8 days and still not arrived it was supposed to be here next day , stay clear of them”

Helpful Report

Posted 6 months ago

“Got a fake jean Paul gautier - paid £110”

Helpful Report

Posted 7 months ago

“Back in December 2021 i had a monthly subscription with this company for a refill perfume every month. I cancelled this subscription a few months later, to be found i was still being charged every month. To this day i am still trying to get my money back, i have had to change my bank account to stop the money coming out. You phone customer services who send you round in circles, absolutely shocking company.”

Helpful Report

Posted 7 months ago

“Always go just that extra bit to help you.”

Helpful Report

Posted 8 months ago

“I paid a fake Dior large size perfume for 128 pounds It is really fake”

Helpful Report

Posted 8 months ago

“Order Lost In Transit FWUK59890386 No Update Since 21/06/2024 Tracking Number XD839907932GB”

Helpful Report

Posted 9 months ago

“Ordered a fragrance on the 19th initially the notification said that the item would be available for collection at the Bolton store next day, fast forward to the following Saturday still no confirmation email to say that it was ready for collection so rang the store directly who gave me the customer service number, asked if it was open on Saturday low and behold they don’t work on Saturday so emailed them, received a email that it was dispatched and would be ready for collection Wednesday 26th yet again no confirmation so called customer service again only to be told that it was out of stock in store and had to be dispatched from the warehouse and may arrive by Friday 28th but may not so almost two weeks of chasing up still have no item or any definitive answer as to when my item will actually arrive “if” it ever arrives, shocking service but what do you expect from a company that allows staff to eat Christ’s behind the counter whilst you enquire about a product, 0⭐️‘S, completely unprofessional.”

Helpful Report

Posted 9 months ago

The Fragrance Shop is rated 1.5 based on 212 reviews