The Fragrance Shop

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.

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.

Feel conned and ripped off and really never had such awful customer service. Supplied defective product and then won't accept a return or give a refund - terrible apathy of customer service - BUYER BEWARE!

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

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!

I purchased a bottle of Creed Aventus and they sent me a FAKE! I know for SURE that it was a fake for the following reasons:

- countless spelling mistakes on the back of the box
- bogus, made-up, lot # on box does not match typical Creed Aventus product
- black label sticker on bottle was glued on crooked (poor quality)
- spray cap did not have "CREED" engraved on it
- plastic seal under spray cap was all black; on original Creed it is ALWAYS white

I do not expect all these discrepancies on a bottle that sells for over $300. Quality control from Creed would NEVER allow it. As an owner of 3 other Creed colognes, I can tell a real one from a fake one. They were "kind" enough to refund me the cost of the fragrance, but they never refunded shipping cost to deliver me a FAKE or to send it back to them.

I guess I'm lucky I "only" lost $30 dealing with them, compared to how much $$$ other consumers have lost. AVOID OR GET RIPPED OFF!

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.

TFS auto renewed a subscription that I wasn't aware of. I have asked multiple times for a refund and they refused. Its only £15 but that's not the point. Poor customer service. I will be avoiding this company from now on and I would advise that EVERYONE STAY AWAY FROM THE MY TFS Scheme.
Awful Service.

Got some great offers on great value and many choices available some free gifts and member discounts

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.

IF I WAS ANY OF YOU THINKING OF BUYING FROM THIS COMPANY I WOULD AGAIN THEY SHOULD BE DONE FOR FRAUD AND THEFT THEY TOOK OVER 200 OUT MY BANK MONTHS AGO AND IM HAVING A RIGHT JOB TO GET IT BACK MY ORDER WAS CANCELLED WITH THE DAY AFTER AND THREE WEEKS LATER THEY TOOK THE WHOLE PAYMENT OUT AND KEPT IT IVE GOT A DISPUTE OPEN WITH THE BANK IVE ALSO NOW DEALINF WITH THE FINANCIAL OMBUDSMAN...THEY SHOULD NOT BE ALLOWED TO DO THIS WITH PEOPLE THEY LOVE HAVING YOUR MONEY BUT WHEN THERES A PROBLEM ITS ANOTHER MATTER GETTING THE MONEY BACK BUT I WILL NOT GIVE IN IM GOING TO LEAVE BAD REVIEWS ALL OVER THE NET FOR THESES CON ARTISTS SO PEOPLE CAN SEE WHEN THEY ARE REALY LIKE FRAUDS AND THEIFS KEEP WELL AWAY FROM THEM YOU HAVE BEEN WARNED!

Avoid these guys. Failed to deliver item then refused to arrange rdfund without completely pointless paperwork. Spend your money elsewhere, these guys are dreadful.

I am so disappointed and ashamed that I fell for their scam. Their perfume is so watery. It doesn't remotely smell like the genuine Fragrance that itis meant to smell like.

Paid extra to be delivered item worth £148, recived after 5 days empty parcel.
Costumer service not helping.

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

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 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 ordered a 4 items on sale from this company almost a month ago and after the delivery driver lied that the parcel was delivered to my neighbor, which never happened and had now causes a rift between my neighbour and I. FS.com contacted DPD who said they must have delivered to a wrong place and then tried to re-deliver the parcel 18days later but I advised I am not at home ( i have a job) and thus asked for it to be redelivered to a collect plus since they had the option. I was then told that could only happen If had the order sent back to them and then they will resend it out.

4 days after I check the status online and it shows that the items have been returned, no refund processed and not re-delivery in place. I call the customer service line and they tell me the person who said it could be delivered no longer works for the company ( leaves the company in 4days very convenient) and that I will have to re-order the items now that the prices have gone up at the new prices and that they cant re-order them at the prices paid at the time and all this with me paying again as the refund has not even been processed.

I have learnt my lesson with this company and I will stay away and advise anyone who loves their sanity to do same. I will never recommend any family or friend to this website and will do well to discourage anyone I know trying to buy from them.

Signed 3/2/14
Customer whose holiday gift plans have been ruined and left without her money.