The Fragrance Shop www.thefragranceshop.co.uk

I ordered 3 aftershave’s, delivery was pretty fast but on opening the package only 2 had arrived!! I have been emailing , calling and trying to use live chat but I’m getting nowhere with no response whatsoever!! I had written a previous review which someone replied asking me to email!! And yes that email was also ignored!! Really disappointed as this was a gift.

I ordered 3 perfumes in October and only 2 turned up. I have been constantly emailing the shop but have still got no joy, I have sent proof but I get no response. Terrible service . I would like my money back but I still get no response

I bought 5 perfumes on oct 9 only received 4 ,wrote them an email and they acknowledged that they did not have in stock and I would be refunded .Waited for a month and wrote them back when I didn't receive the refund .They responded that they are busy investigating and will let me know .wrote another e mail in December in which they asked me to wait again .know wrote another e mail in which they rejected my claim saying they didn't take the money for missing item .Thankfully I had paid with PayPal and have proof of their invoice email of total amount including the missing item and have opened a case against them through PayPal ,I would never buy from them again. the customer service was terrible as others have mentioned.

I’ve got the gift card for my present. Went to the shop wanted to use it but the perfume that I liked were out of stock. The person behind the counter in Crawley shopping centre said that there is no expiry for the gift card so I can come back anytime later and buy my perfumes. I believe it because why not! There is No information at all on the gift card.Nothing at all!!

Went to Westfield in White City hoping to use my card and the staff telling me that the card expired yesterday and I can use it.

They suggested to contact customer service which I did. After waiting couple of weeks they finally replied saying gift card expired! No explanation at all no apology for providing wrong information at all! £50 went to waste and no one care! Very bad customer service!!!

I bought a product on their website mainly because of a free bag which was advertised. The website clearly showed the bag and the eligible products for the free bag - I bought one of the eligible products. When the order arrived, the free bag was not there. I contacted them and they denied there was this offer. I went back on their website and by that time they had a new offer - different bag and different eligible products. They deliberately mislead customers, false advertising. Do not trust them. I am reporting them to consumer standards.

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 had bad experience with The Fragrance Shop recently. I ordered 2 items of perfume on 16/02/2023. I ordered 2 by mistake. In order to cancel 1 so that postage cost would be saved, I read on their website that I had to call customer service and ask to cancel order. I did that on same day, as well sent email to customer service. I was informed on phone call that only 1 item of 2 could not be cancelled and that whole order needed to be cancelled. I agreed for customer service staff to cancel order and I was reassured that order was cancelled and I would receive email confirmation of that. I did not receive that email. Order was delivered on 18/02/2023. On 20/02/2023 I emailed customer service to send me post label to return items. I indicated that I had asked previously on phone before items were posted to cancel order and was reassured that it was yet I still received parcel and had to deal with its return now due to failure on customer service part. A representative emailed me return label as attachment. I posted item back on 22/02/2023 and I have receipt of that. According to tracking, parcel was received by The Fragrance Shop on 28/02/2023. I also have screenshot of that. I did not receive any email confirmation from their customer service of that. After waiting, I emailed customer service on 12/03/2023

and informed that I returned item and want refund. I attached photos of postage receipt and delivery receipt. In email reply from customer service  I was told she would check with warehouse. After waiting a while and no feed back from customer service, I again emailed on 21/03/2023

and asked for refund as I sent proof of postage and delivery at their warehouse. I repeated on 22/03/2023 but no reply from customer service. Again after waiting a while and no feed back from customer service, I emailed customer service on 29/03/2023.

I received email reply from customer service stating that reply with courier update was awaited. I was confused. I email replied to her with attached photo proof of postage & delivery at their warehouse, yet again, and asked for refund. On 30/03/2023 Carolina E replied to my email and stared order number did not match. I attached screenshot of postage label that was emailed to me by customer service (as mentioned above by representative on 20/02/2023) and I used that label trusting it was correct. Upon checking it, I also noticed order number on postage label was wrong, not my order number sent to me in order email. I emailed customer service stating that wrong order number on postage label is not my fault. I did my responsibility to send item back to The Fragrance Shop. It did not occur to me to double check order number on return postage label. It is customer service responsibility. Regardless, I sent photos proof of me posting it back and The Fragrance Shop having received it (yet again). I sent email to customer service and asked for refund. I received email reply from both customer service representatives on 30/03/2023 stating that refund was issued and advising to wait 3-5 working days for it to appear in my bank account. I waited a few days and I did not receive refund. I sent numerous, more around dozen emails on 05/04/2023 and 06/04/2023 asking strongly to refund my money. On 05/04/2023 both Liv H and Matthew A replied that refund was issued. On 06/04/2023 both Carolina E and Holly A emailed that refund was issued.

I was receiving standard copy & paste email replies. In my emails to customer service on that day I kept requesting more details. 1. To send me refund. 2. To send me contact details of management. 3. When it was stated that refund was issued I requested screenshot proof that it was issued.

On 06/03/2023 all of a sudden in one of emails, Carolina E stated there is “issue” with refund. Meanwhile, the customer service representative stared refund was issued.

I was not given anything I requested.

I kept receiving emails from them with conflicting information.

I accused that they were untrue to me on purpose, and they were doing delay tactics on purpose.

On 07/04/2023 Carolina E replied in email quote I am doing everything I can to ensure that if I am reimbursed it will be solved as soon as possible.” I did not understand this sentence. And I replied requesting the following, quote “1. Timescale of sending my refund. “As soon as possible” is not acceptable. 2. Contacts of supervisor. 3. Proof screenshot refund was requested, allegedly according to you and your colleague yesterday. I’d like to see that date on request document. 4. As i advised, please send refund to my paypal. Since you’re having so called issues.”

I did not receive any reply since then.

I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (untrue) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management.

In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One stated refund was sent. Another stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund.

I equal that to denial me of my consumer right, untrue, delay tactics, and the Fragrance Shop beaching regulations.

In the meantime, I posted negative review on Trustpilot. I read many other multiple negative reviews of similar nature. No refund was given to customers. And customers were complaining about customer service sending them standard copy & paste replies like to me. To my review post I received same standard copy & paste impersonal reply, which also stated that order number does not match. I read in reviews many other customers received same reply. What a disgrace.

Meanwhile, I did quick research and learnt that The Fragrance Shop received platinum trusted service award from Feefo. I contacted Feefo (Feefo Email Support) with this feed-back of my experience and I wonder how The Fragrance Shop received that award based on all those negative reviews.

I also contacted Retail Times that published article about receiving this award. 

The article was written by Fiona Briggs, editor of that publication.

I also contacted and sent my negative review to the following:

The Institute of Customer Service 

Resolver

I posted my negative review on the following:

reviews.io

sitejabber

reviewcentre

I have never had such bad experience with any retailer. All other retailers have always treated with value and satisfied requests and avoided any inconvenience and upset to customer. One retailer sent me refund for slightly faulty item straight away without even needing to send back item.

This retailer The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back.

The only feeling that comes to mind is that this is terrible behaviour. And the way customer service reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang - is it HIS style he trained customer service staff to fetch customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone.

Please read negative reviews of other deceived and upset customers, and will anyone ever pay attention to breaking law behaviour.

they illegally took 15 pounds from my bank account, im unemployed and i need every penny i have. Its disgusting the underhand way they took my email address and offered me a discount, nobody mentioned fleecing my bank account 1 year later. I will never go near their store again.

They rip you off they take money out of your bank account for items what they cancelled during to stock then two weeks later take the money out and keep it that was the 10th of September and I still having a job to get it back and they don't seem bothered the bank is putting a dispute through to get it back they are a waste of time STAY CLEAR OF THESES ROGUES

Awful customer service! Contacted them regarding a product and gave me false informations! Now they won't take it back!

Also very expensive compare to their competitors!