The Fragrance Shop Reviews

Name: The Fragrance Shop
Rating: 1.52

1.5 Rating 204 Reviews

13 %

of reviewers recommend The Fragrance Shop

Company Reviews

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Metrics

1.5

Based on 204 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 84%
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 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

“I get 3 perfumes and all ur fake I paid 210 pounds for fake perfumes . I’m so disappointed for this shop.”

Helpful Report

Posted 3 years ago

“I made the mistake of ordering a Christmas present from these guys. Ordering on the 27th of Nov I thought I had plenty of time… what a mistake. Their communication & customer service is appalling. I don’t know if they actually didn’t have a clue about my order or the different members of staff I spoke to where each feeding me a different pack of lies. I held on waiting for my order until the 22nd of Dec, at this point I had had enough of the false promises of it coming. I asked for a refund. They said they’d investigate with the courier for a third time and refund me when they heard back. Another pack of lies. Luckily I paid with paypal, it wasn’t until I opened a paypal case in January that these guys took it seriously – ish! Yet again I was told its under investigation with the courier (funny I thought it was logged and an investigation started back in mid December – never mind) they told me it could take up to 30 days. At the end of jan we were no further forward so I hit the ‘escalate’ with paypal button – the next day this joke of a company emailed me to tell me I was now being refunded! Who knows where my dads Christmas present ended up I never got the update. I’m quite a fair person and I do not often leave reviews, but these guys angered me so much with their lies and poor customer service. I myself work for a company where we ship goods & yes stuff does get lost with couriers – but you do not leave your customer without goods or their money for this long! I don’t know how they have managed to keep their trust pilot rating up as when I checked out their Facebook page in December it was packed with complaints on every post which have since disappeared.”

Helpful Report

Posted 3 years ago

“The perfurm looks genuine,but don't keep it smell, I know this because I buy mine from boots twice a year, and it smells great even stays on your clothes, I've always had complement when I wear it, I've had none this time. Which is disappointing.”

Helpful Report

Posted 3 years ago

“Certain this perfume is fake. I ordered Chloe - L'eau de parfum and there is barely any smell from it. I have several bottles of the Chloe perfume, purchased from local chemists and the perfume shop, and they all smell so strong in comparison to this one. The perfume is either fake or somehow watered down because there is barely a smell and any smell it does have lasts no more than a few minutes! It was £88.50 so i'm shocked at the quality.”

Helpful Report

Posted 3 years ago

“Absolutely awful. Purchased a perfume gift set to be delivered on my sisters birthday. 5 days later the day it was expected to be delivered. I got an email in the afternoon saying due to insufficient stock. My order has been cancelled. Absolutely furious terrible customer service.”

The Fragrance Shop 1 star review on 19th January 2021

Helpful Report

Posted 3 years ago

“Utter rubbish, I had items stolen from my parcel, in December and after about 8 emails and 5 weeks later I get a refund Very poor”

Helpful Report

Posted 4 years ago

“Do Not Use. Customer service, and delivery appalling. Empty carton delivered with no resolution to this, although Royal Mail Track 48, apologised for loss of goods, but claim can only be made by the Fragrance Shop. Still awaiting corrective action 2 weeks later. Out of pocket, and extremely disappointed. Companies should not be allowed to operate in this manner.”

Helpful Report

Posted 4 years ago

“BEWARE SCAMMERS. The Fragrance Shop will only respond to positive feed back which is a huge warning to start with. I purchased three bottles of perfume for delivery Christmas Eve for my wife when it arrived two bottles were smashed and perfume dripping everywhere. I emailed them immediately with photographic evidence and it took them 7 days to respond by which time I had disposed of the broken bottles as they where hazardous to have in the house with two small children. Apparently you have to return the broken bottles to them to get a refund but the funny thing is no courier will take broken bottles of perfume as it's hazardous. £125 down the drain 12 days of emails along with horrendous customer service. I would strongly suggest using John Lewis and avoid losing your money.”

Helpful Report

Posted 4 years ago

“Jackie Deley I've never wrote a review before but this company is so poor, I feel people need to know. My order was made on 22 nov 2020 its now dec 29 and it still not received .very quick to take the money. emailed several times tried to ring. Id like a refund.”

Helpful Report

Posted 4 years ago

“Useless customer service item box came destroyed so terrible to gift. Slow responses so couldn't sort the issue out in time.”

Helpful Report

Posted 4 years ago

“Haven’t received my order after 3 weeks, useless customer service, do not shop from them!”

Helpful Report

Posted 4 years ago

“I ordered one item on the 30th November (£55). They took payment immediately. I received an email on the 7th December to say it had been despatched and provided me with a tracking no. for royal mail. To date (16th December) royal mail state they have not received the item from the fragrance store. I have emailed three times to advise non receipt and to ask when I might get the goods. All I receive are automated messages which make no sense! This was a Xmas gift which I will now have to source elsewhere. I would not recommend you use this company. Their customer service is diabolical.”

Helpful Report

Posted 4 years ago

“I received an empty box. I contacted them and the customer service was awful. I've signed their declaration but have no assurances from them that I will receive the item. Apparently I need to wait 11 working days for a replacement if that is the outcome of their investigation. The original order didn't take anywhere near that long to be sent the first time. I would avoid them at all costs”

Helpful Report

Posted 4 years ago

“Never will I purchase a thing from the Fragrance shop online. I returned an item via Collect+ 4 wks ago and no refund !!! I have taken pictures of the order their mistake they sent me a 60ml bottle instead of 100ml product so basically charged me for something I did not get. Disgraceful returns service the worst I have ever had online shocking.”

Helpful Report

Posted 4 years ago

“I placed an order for over £200 in good faith on 4th November 2020 and I was still chasing it up by email 3 weeks later. It was sheer luck that I managed to get through to an advisor on their phone line. The lady on the phone was lovely and she liased with Chris her supervisor. What was frustrating was that he would not speak with me directly and only passed on comments through the lady . Such a waste of my time. By the time this call took place, the 20 % code they had initially sent me was invalid. The supervisor was no help trying to sort this so I was told I had to reorder at full price and they would sort things immediately. I did but when I rang back nobody knew what to do about it! The have said the fact my first order had not being dispatched was down to a technical hitch, however they never got in touch with me, it was all me chasing them. On being advised to reorder the whole order I found one of the items was out of stock- so maybe this was the technical hitch. That single item I finally decided to reorder separately and pay £ 3.99 next day delivery. That came the very next day! Customer services ignore your actual issues and do not resolve any complaints I have spent hours corresponding with them mostly to getting a genetic response that they ‘are busy’ . They do not deal with you on a personal basis. I only received my second order on Friday 11 th December. That’s over a month since I placed my order originally. I had to fight for my 20 % off even being told I couldn’t have it as I’d had it on my first order. This being the one they never sent. When I managed to get my 20% sorted they tried to claim the credit saying ‘they’ had resolved this. Their customer service is diabolical and the amount of inconvenience and stress this has caused me had never been addressed. I find them rude and disrespectful. I could have easily bought these items from boots or Debenhams, who had similar discounts at the time. I gave the fragrance shop online the opportunity to sort things. Without my hard work perusing this over numerous weeks via emails daily I believe I would never have got my goods or the discount. I’ve had things from theftagtanceshop before but things have never gone wrong. I do not trust their customer services going forward so would not recommend them.”

Helpful Report

Posted 4 years ago

“AVOID AT ALL COSTS!!!! Ordered £91.20 worth of perfumes on the 22/11/20, and they’ve never been delivered. The tracking states clearing Royal Mail are still expecting them. I’ve emailed the fragrance shop many times, the response is always very slow. They have to do an investigation with the courier, I’ve signed and returned the form to confirm I’ve never received them. I’m no Einstein, but if Royal Mail have never received them then clearly neither have I. The issue the fragrance shop has with the courier is not my issue, I should just simply be offered a full refund as I’ve asked for. I’ve raised a case with PayPal now because quite frankly I think that’s the only way I have any chance of getting my money back. Never will I buy from them again or recommend them to anyone, I’d rather pay over the odds than give the fragrance shop another penny.”

Helpful Report

Posted 4 years ago

“Order sat for 5 days doing nothing.Mailed customer service for cancellation, was told order was cancelled.Then 4 days later they shipped it. Shabby customer service.Will never consider them again.As im an essential worker, tryimg to find the time now to return the order is a headache.Avoid.”

Helpful Report

Posted 4 years ago

“Sales assistant are rude and refused to give me a written receipt stated only via email? I asked for a handwritten receipt and they still refused? Then to add insult to injury they challenged me as to why I wasn’t wearing a mask? When I have a medical exemption and was wearing a lanyard round my neck to this effect! Please please don’t give them your details not your business! They are breaking all sorts of consumer laws as well as laws under the equalities act 2010!”

Helpful Report

Posted 4 years ago

“Absolutely Appalling Customer Services Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought this was a little strange as it was my money l was spending and the one placing the order) but l did as asked as l really wanted the gift for my daughter but apparently a bank statement with my name and address on is not enough evidence so they would not send my order and was cancelled by customer services without even contacting me, l only found this out by looking at my order online. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to have my business and l’m not treated like l am a nobody. I have asked for a manager to contact me but l doubt that will happen!!! AVOID this company they really do not deserve your custom.”

Helpful Report

Posted 4 years ago

“Absolutely appalling customer services. Placed an order online for my daughters 21st birthday for £180 but because the amount was so much l had to prove my address (thought a little strange as it was my money and l was the one placing the order) but l did this as really wanted the gift for my daughter but apparently a bank statement in my name and address is still not good enough so they would not send my order and went and cancelled it without even contacting me. Never again will l use this company and if they go under in these times l would fully understand why and you actually deserve to do so if this is how you treat your customers. I will go elsewhere where they will be happy to take my business and l’m not treated like l am a nobody. I have asked to speak to a manager but l doubt that will happen as they don’t appear to care very much for their customers AVOID this company.”

Helpful Report

Posted 4 years ago

The Fragrance Shop is rated 1.5 based on 204 reviews