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!

I wish i could give less, 1 star is a compliment. gift set for GF's birthday was spilled an damaged upon arrival still in box, empty! 2 weeks of back and forthing with "Laurentiu U" got me nowhere. After 7 images of every conceivable angle they closed my case. No refund no return no nothing! Thanks for the waste of a time gift, il never shop with u again your customer service is horrendous your process of complaints is terrible and worse still you dont even care! As of this morning iv had to initiate a returns that i will have to travel and go out of my way to send back, because of your messup not mine, im the customer?! I order online, it arrives. Thats how it works, if i wanted to walk about id have gone to a store!! Useless utterly useless. AVOID TRUST ME, THEY COULDNT CARE LESS. AVOID!

Not only does this company sell fake perfume, it doesn't provide refunds or replacements. It also flags up many negative reviews on trust pilot to ensure they are removed. Avoid at all costs!!

Received an email saying item ready for collection between 10 and 4.Arrived during opening time only to be told by security that the only person in that store had gone to the Post Office. Waited outside the arcade on a cold wet and windy day for 45 minutes but said employee had not returned. Then had to endure a tortuous 20 mins drive back home in awful road conditions with no gift. Response to complaint basically said "Tough luck you should have phoned first".

Ordered a present for my mum in October for Christmas, did not receive it and only just got a refund. Do not order if you want in time for Christmas. Terrible service.

My experience was not good didn't receive item contacted them they reordered it then 4 days later was sent an email saying it was not in stock and I will get a refund in 5 working days. So 11 days gone now have to wait another 5 for a refund. I won't be using them again

Incorrect item delivered and customer service when trying to rectify was terrible

I have placed several orders from The Fragrance Shop 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: ”My colleague has chased this up with my manager yesterday for you.” No, that never happened as well. 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: ”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, it’s Dec 17 and I’m still awaiting… It’s when a problem occurs you can see the true colours of a company. The Fragrance Shop has very clearly shown theirs. Avoid!

To anyone about to shop at the fragrance store; - [ ] This is the WORST company I have ever brought from in my entire life. Not only did a week later my “next day delivery” didn’t turn up, but I had to Phone and cancel it MYSELF as no-one was contacting me back. They then said I had to “wait for Hermes to confirm that they were returning my order before they can process a refund” and I would receive some free samples.. low and behold, their customer services stopped responding to me. So it’s now been two weeks, I call their customer service line and waited over 30 MINUTES for them to answer. The woman then tells me she’s going to process my refund... so no-one has bothered processing it last week. Meaning if I hadn’t contacted them, they wouldn’t of given me my money back. Then they said they were “waiting for Hermes to say they’d sent it back” IT HAS BEEN OVER A WEEK AND A HALF. I am DISGUSTED at the customer service I have received. To top it off, the woman said she’d call me back at half 7 for me to make a complaint as she finishes at 9pm. I tried calling at 7:40 and it says offices are closed. You are the WORST company with the WORST customer service I have ever had to deal with. With customer service like yours I will not be surprised when your company goes bust like the rest. I am going to post this OVER and OVER again to make sure no-one makes the mistake I did. Two weeks later, no refund and I’ve had multiple people contact me saying the same thing is happening to them.

Made an order on 15.12.16, they've taken my money and sent the "order" to the warehouse but it was never dispatched and, unsurprisingly, has not arrived. I can't email the company because the contact link doesn't work and they don't answer the helpline - wasted 50 minutes waiting on two separate occasions. Thoroughly unimpressed. Do not order.

hi there, i was worried when i read the reviews but my gift for the wife 100ml (jimmy choo for £41 thats with postage and its EDP as well) came in 3 days from ordering i recommend perfume point very happy with speed, price,and my wife loves quality of product i give perfume point the thumbs up. Regards 

Purchased Boss night Edt on 9 november for my husband christmas present and find out that the perfume is FAKE! Its smell different and only last about 5 minutes!! Luckly I keep his old bottle (i purchased from different store ) so I can compare them both. Its almost look identical but after throughly inspection I find the batch number is upside down in the fake bottle and something like grain stuck in between the sticker!! while in the original everything is in perfect order. Email them numerous time but still got no reply. Phone the bank already and will start the claim from the bank instead. Will also report this company to trading standard!!