The Fragrance Shop

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 apologised, confirmed the membership was cancelled, 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 cancelled 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.

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.

Free bag did not get delivered with my aftershave. No explanation why they were sent separately? I have been waiting on it for several weeks now and they are saying Royal Mail is holding it up. Customer service lied to me and said they would send me a new one within 48 hours and did not. Takes 48 hours for them to give you the stuff... but several weeks for the company to return it? Not buying that to be honest. Just use someone else.

I ordered perfume for a christmas present, royal mail confirmed they could not deliver as the address was incorrect so they have returned to the shop. I checked and I entered the RIGHT shipping address, therefore the fragrance shop must have printed this incorrectly. The fragrance shop are refusing to refund me until they receive it back, but it has been stuck at Royal Mail for two weeks i have sent them proof but they are now ignoring my emails! I will never buy from them again, go to the perfume shop instead they have always been good!

Ordered for a delivery, charged for the order but 2 items missing, tried to email, but they ignore any correspondence, can't get in contact with them, even though they have effectively stolen my money, avoid this company at all costs, I have contacted trading standards and bbc rip off Britain, and I'm speaking to solicitor to retrieve my stolen money,

Absolutely awful company and customer service is non existent.
They charged me twice for a product, they have promised to refund my money but after nearly 6 weeks I still have no refund.
When I phone, they promise it will be sorted.
When I email, they promise the refund will be with me in 5 days.
This is THEFT and they don't even care. I wonder how many other people they have scammed in this way.
If you take a look at the negative reviews, the reply from Fragrance Shop is a standard reply to each and every complaint. They say there is no customer number when some people have included a customer number.
They give you an email address to write to and then ignore the emails. I have emailed this address so I know!
Avoid like the plague itself.

PLEASE READ OTHER NEGATIVE REVIEWS!

**DO NOT BUY FROM TFS IT NOT WORTH THE RISK, BUY FROM REPUTABLE PLACES LIKE BOOT ETC, ****

Placed an online order for same day delivery to Oxford street store, which was meant to be at the store within a few hours, however, when I arrived at store the item was never deliver

Placed to the store, I was advised that to buy the item again in the store and the store would request a refund for me which would take 5 day to appear in my account. Well if you've read any of the negative review you can guess that did happen, after numerous email to customers service, who would just give me copy and paste answer from, please contact the store, to did you buy it online, when I already mentioned it was an online order! I eventually got a my refund, but I wanted to make a complaint regarding the poor service I received, I told TFS does give any form of compensation, I said I want to speak to a manager. I have been told at least 10 times that a manager will call me back, but no call. Before I pursued my complaint I hadn't read the negative reviews and by the looks of it I'm lucky I even got my money back!

I signed up for the membership, and I reakon cancelling is going to be a drama!

Don't byu parfumed online from the Fragrance shop. Buy them frome the store. Placed an order online, still waiting for delivery. Will complain to the police and other organisations. They took the money, but no delivery. Also the site is not working properly. They advertise to do a membership. Payment system not working. Won't buy ever again from that shop. Parfumes are true and good, but online and customer service is 0.

Ordered 1st Feb and despite 4 emails still cannot get a refund for an aftershave I have not received. Keep getting response asking me to wait 48 hours. Avoid this online retailer at all costs. I am asking my bank to charge back the sum

So I ordered 3 bottles perfume the box come with it ripped and only 1 bottle in it. Some one clearly robbed the. They said send pics which I've done. Said get back to me not heard nothing. Hows this company still going. We need to get this place shut down if its robbing every one.im not letting this lie. Joke.

I tried to order an aftershave from here, and it cost around £60. I put my correct address in, and got a confirmation email containing this. It was set to be delivered last week, until I checked the tracking app and it said "sent back to sender". They didn't tell me this, I just had to find it out for myself. So I call up Royal Mail who tell me they only put half of my address on the package so it was impossible to deliver it, and without my say, it got sent all the way back. After numerous emails back and forth, I was told I could re order it with "the correct address" - despite me doing that in the first place, and was told I could get a refund, but only when it arrived back to them. I explained that this was meant to be a gift, so I didn't want a refund I wanted my order! So they told me it would be sent back to me today or tomorrow. So, using the tracker, I saw it was going to be delivered today so I stayed home from work to ensure I would definitely be here to receive it. Then I check it again a bit later, to see that it said "delivered". When I checked, there was a photo of my package in a place I'd never seen before, and it had been signed by some random woman, in a location 5 hours up the country from me. I have tried emailing again to get my money back, but have not yet had a response. I am a student, so losing £60 is a lot when I'm trying to pay my rent and bills, and now I have to explain to my boyfriend why he doesn't have a 21st birthday gift. I am absolutely furious, don't ever even consider ordering something from here because you'll never get it.

Ordered something before Christmas for next day delivery. Never arrived, and now almost 2 months later, I'm still chasing a refund. They confirmed they can see I haven't received the order. But refuse to do anything about it. Do not trust this companies service!

Appalling service received item that had been damaged in the post advised them if this. Their initial response was ok advising to take pics etc which I did. That was 2 weeks ago heard nothing since despite additional emails from me they not even acknowledged it replied to any if them. Am therefore still waiting for a refund of money I paid them in good faith for which I received products that were unusable. Disgusted beyond belief, do not use this company!

Same story as all the others... followed the return process but no refund after 6 weeks, now they've stopped responding to emails. I will not stand for this and will take legal action if necessary as it's not right (I think with proof of delivery and all these reviews I'll have a strong case... they're banking on nobody risking the solicitor fees on to recoup a relatively low amount (under £100). I will.

Ordered perfume for my daughter for Christmas but when my parcel arrived the perfume was missing.
Trying to my contact by phone was practically impossible so thought I'd try my luck with an email. Managed to get an initial response, after chasing, but no attempt to resolve my issue. Have now sent another two emails but without any reply. Dreadful customer service.
Will never purchase from this awful company again!