Would like to put no stars here. Absolutely zero customer service, no one seems to know what they are doing or Care. Had an item that came damaged on the 4th June and after many emails, calls, photos sent in still no replacement. I requested mgr to contact means what a surprise still waiting. Don't waste your money with this company
Why does it take you 2 days to take my money of my account when I bought the perfume and more than 1 MONTH to give it back?
I want my money TODAY!!!
Tip for consumers: buy your fragrances elsewhere, the service is poor, they charge for things they do not have in stock and the customer service is abysmal. One actually lied to me.
I ordered 2 items on 23/11/18 and was suppose to get it within 5 working days. I was given a tracking link to Hermes and after 2 days it was sitting at it's national hub. I phoned 'customer services' and was told the item is lost so another will be with me within 2 days. 4 days later I phoned again and was told it was requested but wasn't shipped. Another order will be placed and I should get it on Monday. If I don't get it on Monday I shall claim my refund not through the Fragrance Shop as I have read they don't refund, but through Paypal or Credit Card bank under Section 75 of the Consumer Credit Act 1974.
I will never shop with this company again. Debenhams do a good deal for the same item.
For some reason, I only received the first package on May 31, 2018, which I promptly returned, expecting a refund. The second package, and the actual order I expected to receive, has yet to arrive to date. I have been strung along at every turn with this trifling company in my attempts to either obtain a refund or a replacement package. Their Customer Service number is left unanswered for hours and voicemails and order inquiries that I've made have gone unanswered. Further hampering matters is the fact that the UPS has found it difficult to contact the company, having also left voicemails concerning processing a claim for the lost package.
After 30 days had passed without resolution, I contested the charge with my issuing bank and had the fraudulent charges refunded. Save your money and purchase from a reputable business that'll answer the phone when you call and actually care to ensure that you receive product that you paid for.
Tip for consumers: Unless you are into consumer-oriented S&M, do NOT purchase from them!!
I contacted The Fragrance Shop about it and got the following answers:
Oct 11: Once my manager has looked into this someone will be in touch with you. That never happened so I contacted them again.
Oct 21: Please be advised that this matter is currently being looked into by my manager. Still, nothing happened so I contacted them yet again.
Nov 11: I can see that my colleague has chased this up with my manager yesterday for you. No, that never happened as well. Just lies, lies and more lies.
Nov 29 I contacted them for the last time telling them that my business with them is over. 5 days later I got a reply: I can see that my colleague has chased this up with my manager so I am awaiting for a reply from my manager to see if there is something that we can do for you. Well, its Dec 17 and Im still awaiting
Its when a problem occurs you can see the true colours of a company. The Fragrance Shop has very clearly shown theirs.
Still not resolved! Dont know what else I can do?
Dont trust these cowboys!
I guess they might got the insurance from USPS/make fraudulent operations with insurance claims of its customers.
perfume they sent to me was fake.
i requested a refund. i will consider to send it on expertise for the fraud.
For a whole week, I tried to get in touch with a Customer Service rep over the phone. I spent at least 15-20 minutes every time, being put on hold each and every time, eventually giving up because I was never able to speak to someone. Being from outside the UK, this was considered international calling.
Also, I clicked on the DPD link to see what was going on with my order, and after it claimed that I started an address inquiry and the package couldn't be delivered, now it says that there is NO current information about it!
I sent numerous emails to customer service for the past month. They responded twice, 3 weeks ago and never returned with a final answer or a refund.
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