Worst company I have ever experience on the Internet

I ordered a bottle of perfume as a Christmas present on 4 December. It did not arrive so between then and the 18 December I made several phone calls and sent emails. On 14 December I got an email from The Fragrance Shop customer service team saying they had spoken to the courier and my order would be delivered "no later than 18th December".

It did not arrive so I emailed on 20th December asking for my money back. I got no response and no money so I called on 7 January and was told that my money would be refunded within 3 days. I followed up this call with an email confirming this information.

I got an email back from the customer service department confirming that I would get a refund but "Due to the increased number of returns from Christmas it may take slightly longer to process".

As of today, 18 December, there is still no sign of the refund.

It is a similar story to other reviews here. The Fragrance Shop is a complete shambles. The fact that I did not receive the item is bad. The fact they did not respond to my email of 20 December is also bad. The fact that nine days after agreeing to give me a refund I have still not received it is utterly appalling.

Do not buy anything from The Fragrance Shop. If I could give them no stars I would - one is one too many.