The Fragrance ShopReviews 107

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.

The actual website and purchase was simply, although the correspondence was very poor.
I placed an order for £91.20 on the 22/11/20.
After 3 days I received an email informing me the items had been dispatched and I was sent a tracking number.
The expected date of delivery was around 5 days after ordering the items.
When they didn't arrive I tried to track the items and the tracking number redirected me to the Royal Mail site, where I was informed that the Royal Mail were still waiting to receive the items from the fragrance shop.
I emailed the fragrance shop, the response has always been slow and I am still 18 days later no nearer to receiving the items I ordered.
I have emailed and replied to emails and signed a form so an investigation can take place, but if the Royal Mail haven't received the items, I certainly haven't either, so why I should have to endure all this delay.
I'm no Einstein but if Royal Mail haven't had them then neither have I.
The whole point of using the website was because we were in lockdown again and I wanted to purchase some Christmas presents.
Now I am left with no presents and the fragrance shop still have my money, with no comment on when and if I will receive a refund.
I have now contacted PayPal as I feel that's the only chance I have of getting a refund.
I will never give the fragrance another penny in custom and I certainly will never recommend anyone to purchase from them.
I'd rather pay over the odds else where.

What can I say about my experience? The most unhelpful, untrustworthy company I've ever ordered from. Lets start off on the 23rd July, when I paid special delivery to arrive 24th July where it states if you order before 5pm this will be honoured, the order was delayed until the 25th July when I was due to fly away, no worries I can change my "DPD" delivery for when i'm back on the 3rd August, it didn't arrive... 4th August DPD have told me my parcel hasn't been last scanned since 25th July & potentially missing, I then phone the Fragrance shop & they did not want to help me as they've no record of it being lost, I've called everyday since the 4th August with this sender not be willing to send me a replacement while the investigation with DPD is ongoing. I expect much better customer service then this because THE FRAGRANCE SHOP should see the order was placed on the 23rd July & has not been received due to it being missing, but they won't send a replacement until fully confirmed from all depots which can take weeks. Don't use this company as when an order goes wrong, they won't help you & treat you with such disregard, worst customer service. HELP OTHER BUSINESSES, not this dreadful one!

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!

Ok. So after ordering several items online and paying in full. The order finally arrives (much later than other companies I order from). The order is incomplete, whoever packed it has put an x next to the item they could not send. So I request a refund by email and recieve a response that I have to complete an "incomplete order form and email photos of the box, delivery note and contents". So I do all that by email and request refund again to which I recieve reply stating that all the papers Ive submitted are correct and asking if I want them to send the item next day delivery or want a refund... So I request refund again, recieve nothing for 10 days. Phone customer services and speak to Harriet whom I explain situation to and say that I want her to process the refund on the phone to which she replies "100% I will do that", within minutes she is back tracking on her undertaking and ends up telling me that I was never charged for the perfume (this is nonsense as my order summary shows i paid for it). She goes on to tell me that the fragrance shop customer services cannot process a refund on the phone... this directly contradicts her undertaking at the start of the call to refund me on the phone. I point this out as a lie, which she then disputes. She ends up putting me on hold for several minutes without waiting for my permission to do so. Very very unhelpful person with serious attitude and no people skills. This company has made me jump through hoops to try and get this refund and they are even worse on the phone than they are by email. Steer well clear of them

Never again.

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.

I ordered a bottle of paul smiths aftershave and The POLICE gift set for a birthday present over 3 weeks ago. I was in contact with the fragrance shop constantly chasing up my order with no response. Finally, on Friday 29th September I received my package. I was curious as to why the parcel was so small and i was extremely disappointed to find i was only sent the paul smith aftershave but not the police gift set. The delivery note only had the paul smiths item number and contacted them to explain why i only received one item. I also sent them pictures of my package and the box and delivery note and explained nothing else could physically fixed inside the package so it wasn't as if the courier tampered with the box. I have been asked to send pictures of each side of the box encase there was evidence of the box being opened. I ALREADY SENT THEM PICTURES AND explained that nothing could possible fit in the box other than the aftershave. NO ONE is getting back to me. No one. I have tried ringing but just keeps going to an automated message. Not only was I distressed that the person I ordered for didn't receive their birthday present, but now when I finally did receive it, it was only ONE item? I am so disgusted. They are completely ignoring me when i have PAID for a gift its sickening.

I placed an order with this unscrupulous company on May 25 2018, and later received an e-mail from them, stating that it was inexplicably cancelled "due to a billing address error." Thinking the order was cancelled, I placed a second order the following day, May 26,2018. The company charged my card twice and shipped both orders, despite the e-mail from them stating that the first order had been cancelled, and the "order status" on their website for this order denoting "cancelled."

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.

Ordered some perfume for christmas not received i have tried to find kept waiting as they say they are busy gave up after one hour is it s scam?

I have placed several orders from The Fragrance Shop (UK) over the last year without issues. But there was a problem with my latest, placed October 1. When opening the package I discovered that the perfume had been used before. The plastic wrapping was ripped apart, the box had several creases, the inner cardboard had creases and typical bending wear, I immediately smelled the perfume from the box with the cap still on, the bottle had lots of stains and finally it came a burst of perfume from the very first push of the atomizer. None of this happens with new sealed perfumes.

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.

Avoid!