The Fragrance Shop

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.

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.

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!

Fragrance shop customer service is absolutely awful! I ordered a gift set for my husband for christmas on the 24th of November and a couple of days later it arrived damage so I emailed customer service on the 29th of November to report this. I sent all pictures of the damaged item and explained that it was a a Christmas present. It is now almost 3 weeks on and I have got nowhere. I have been back and forth over email for 2 weeks at least where I was finally offered a refund or a replacement, however when I responded with my choice I was then sent the email I was sent upon initial reporting again asking me to send the pictures which I had already done. Next I was told to head into a store and that they would be able to help me, when I went into store the staff member contacted their customer service team who then said that I had to ring them. Yesterday I rang the number provided, was accused of making it up that I had been offered a refund (even though I had screenshots and an email chain for proof) and then told that a manager would ring me back that day. I made this call at 12:30 lunchtime, I waited until 5pm and had heard nothing. This issue is still unresolved and yet Christmas is less than a week away. Customer service has been absolutely useless and clearly have no idea what they are doing. All I wanted was a refund for my clearly defective parcel as there was no point having a replacement as it probably would not be here in time. So not only will my husband have a damaged Christmas present, I am also £100 out of pocket and am still no further forward than I was 3 weeks ago. The treatment of your customers is absolutely disgusting and I will not be ordering from you again.

Review of The Fragrance Shop

Appalling customer service

I placed an order on February 11th via Paypal ready for Valentines Day which was flagged due to my email being different on my Paypal account. I contacted Paypal to change my email and TFS requested proof from Paypal of the email change. I contacted Paypal again who kindly provided the verification and passed it on to TFS. They then told me that my order could not proceed because the email was different when the order was placed.They have still not dispatched my order claiming it is due to the email being different. They have taken the first payment installment though. They have been giving me misinformation, been dismissive and everyone I have spoken to has contadicted each other. They now say I have to cancel my order and place a new order but until I am refunded, I cannot do this and my voucher for 20% off will have expired so unless I pay the extra subscription for the year, I will no longer recieve a 20% discount on my order.
Their customer service is appalling and they are rude, disrespectful and dismissive.
9 days later and this has still not been resolved nor have I been contacted by a manager as requested. Being told it is being 'escalated' but nothing happens. I am contacting them on a daily basis.

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

Mary in the Sutton Coldfield store was amazing, she could have sold me a car, excellent sales service. Alicia was very friendly too. Great staff in this store. Nothing too much trouble. Thank you both.

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!

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.

Twice royal mail have given me a day and time. And let me down
I'm afraid they are totally unreliable. Not only is disappointing. But we stay in waiting for the parcel to arrive.wasting our time.

Unexperienced member of staff does not know how to talk to customers. No good customers service. Not polite at all. Insisting and rude.
Perfume cost £9.90 and I must get a 20% discount, she declined discount stating it cost £22. This is cheating. We were forced to pay a membership fee to get discount but this is cheating customers.

Their shop does not make profit as many customers complain about the fragrance shop. They only make profit by charging us membership fees. SHAME ON YOU.

Paid for a membership, they didn't apply it. Emailed so many times, nothing apart from auto responses and ones making no sense! One told me they would turn auto renew off on my account as requested. I haven't got a membership as they didn't apply it, but happy to keep my money! It's been weeks and I'm getting nowhere. There is no way I want to give them any more of my money, but I want my money back. Have phoned, eventually got through and was told the membership should be applied, but wasn't. Putting a disput in to my bank as that's my only option now. I am so disappointed as have used them for years with no problems, so what's happened?! Order FWUK*******

They keep taking money from my account. I had to cancel my card! Customer service don't reply. I will never use this company again, absolutely shocking experience that has spanned 2 months of trying to fix without succes

Customer service online & the service in store was absolute rubbish. I bought a perfume for £135 and received a welcome discount of 20% which covered the membership and a further discount, I changed my mind a few days later and decided to exchange for a different perfume £10 cheaper but in store for some reason I was charged an extra £17. I came back in to query this and was told I couldn't have 20% off the exchange so had to pay the difference. Then was also told I could had to use my 2nd 20% voucher on the exchange but I wasn't given this option when the exchange was made (also how does this make sense if it's an exchange). I also messaged online customer service (a girl called Kate) the most unhelpful customer service ever in regards to helping me with another problem as I couldn't log in or register to use my online account membership. I was never emailed back when I asked to speak to a manager. Absolutely disgusting service and an absolute con! Never use this company or get conned into the rubbish membership

My favorite perfume (Guess 1990) is discontinued and I only have half a bottle left. While researching how to make perfume, it occurred to me that maybe someone already thought of making a smells-alike for Guess. Yes, it's been done! I ordered samples from six companies and a ridiculously expensive "made just for me" version from a scammy company is Michigan.

Only two of these places sent me something that smells like Guess. One was so-so. Fragrance Shop's was awesome! They also kindly included a free sample of a beautiful fragrance, Dark is Night. I like this one and my coworker loves it so much she ordered some for her signature scent!

I also ordered their version of Escada's summer scent, Tropical Punch, for my sister. She says it's even better than the original and lasts longer. Many thanks to The Fragrance Shop! I tell everyone about them because perfume is important for happiness and IFRA ruined so many people's favorites.

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!

Ordered two items from them, after waiting 4 weeks for the arrival, decided to chase them. They emailed me back requesting to email them from the same email my paypal account is registered. I explained it is an old student email I do not have access to it anymore. Provided all my details requesting my order or refund. They have not done either! No order or money! Fraud!

Ordered what I thought was Ariana grande -cloud for my daughter. The page clearly advertises the bottle and tbh I didn't look at the details at it looked legit.
It said free atomiser, I thought bonus! Turns out the free atomiser is the perfume absolutely reeks and I am pretty sure Ariana grande wouldn't put her name to a stench like this. Smells like it's gone off. Nothing pleasant about it

They don't seem to be scams as I got a refund but the process and customer care were a disaster.

I've purchased a membership that provided a discount and perfume. The membership transaction went well. Right after buying the perfume (to be delivered to the shop the next day), I got an email with a request to confirm my address. I didn't have a utility bill on my name but immediately sent a tenancy agreement with my name. They changed the request to status resolved. The next day I went to the shop to collect the purchase and was told to come back in 4 days.
After 6 days I filed the ticket through the system. There is no way to contact via phone. There was a long and frustrating way of sending the messages back and forth. It resulted in canceling the order and membership.
In responding to the messages agents never read the context (information of the order, inquiry details, etc.) of the inquiry but repeat the same instruction as the bot. They never replied why my tenancy agreement didn't work to prove an address. When I requested to cancel my membership they first said it was physically shipped, then that I need to go to the physical shop. I truly believe it's a bot replying to the inquiries, not a human.
Btw, it's more expensive than other shops so I recommend doing some research prior to buying and using alternatives.

I ordered WHITE Diamond, Liz over a wek ago. Order arrived in a short period in brown box with layers of protection, however; when I open and tried it on, it did not smell like the real thing. I went and sprayed the real thing on my arm and sure enough, it was different and the smell was hardly noticed. You could still smell mines after 30 mintues but Frangrance shop White diamond could not be detected after the first 15 minutes. Its a Fake but right now I am not going to worry about it. It's a lesson learned and will not be ordering again. Debra W. 12-11-16.

The container was not full at all I paid $32 for the sample and it was just oily liquid no fragrance what so ever.

I purchased perfume for delivery in australia, Australia Post acknowledges that it hasn't been
Delivered yet Fragranceshop claims that their insurance claim has been denied because it has been delivered.
I have been unable to get any proof of this from them and this has taken over 2 months to get this far.
NO SATISFACTION WHATSOVER!