Review Time
Item arrived broken and therefore empty. 3 months of being passed around to be told to return the complete set in the original box to a shop nowhere near me. I used up the other items and disposed of empties and original boxes. All the items in the advent calendar had “sample only not for resale” on them too. Replied to review response and still got nowhere
Very disappointed with The Fragrance Shop. I never received my order as it was returned to them by the courier due to issues with my address, yet after almost two months, the issue remains unresolved. All I have received are templated responses saying they are “investigating,” with no real updates or escalation. Extremely unhelpful customer service and no accountability. I am left without my item or a refund.
Awful company to deal with. Avoid and use a competitor.
I have used their 'Scent addict' subscription for months but this month the website bugged and instead of the 8ml tester it sent a 50ml full bottle and charged £290 via the direct debit!
Their customer support is useless. No accountability. No way to escalate. Stating it may take a month to get a refund. Not acceptable for a misuse of a direct debit.
Very polite, friendly and helpful people work in the Chorley store. Amazing approach to the customer. Thank you very much for it. It was a pleasure to do a purchase in this store, even twice ...in the same day. Thank you Ann!
I would strongly urge potential customers to think carefully before making a purchase with this online company. I have lost £165 to them with nothing to show for it.
I purchased perfume and body lotion. A box arrived with none of my order in it.
I opened a case with them and they decided that because I have received their box, I must have received the product and they refused to assist me further.
The displayed weight on their postage label was significantly lower than the items would have weighed, yet they would not listen.
Seriously, if you want to buy products, pay the little extra from a store, as its not worth losing £165 to this company who suggest that me as the customer must be lying
Awful customer service still waiting for refund 2 months. Lie after lie. Do not use this company. I am sure if you get your delivery at home or in store its great but wait until you have to return an item or your parcel doesnt arrive. Shambles. Be warned. Worst company I have ever bought from.
The money was debited, but the goods were never delivered. Despite multiple attempts to contact them, there has been no response. No refund will be issued, and the goods have not been delivered. I would never order from this shop again.
They have supposedly sent me an aftershave that I have not received nor ordered from them and I am waiting to see what happens with my money and ysl l’homme de la nuit even the courier has told me that he just left it outside the house and no one wasn’t home and ( we were sleeping)😴 🤔 but at least he apologised and said he would inform his bosses so fingers crossed
Dear Fragrance Shop Team,
I am writing to express my disappointment regarding a recent order I placed through your store. Order number FWUK64030133.
As a TFS member, I ordered a product as a gift for my close friend and selected the same-day click and collect option. Shortly after placing the order, I received an email stating that I would receive another email with a PIN number, which I could use to collect the product.
However, I have not received any further email with the PIN, nor have I received any updates regarding my order. There has been no clear information about the status of my product.
Yesterday, I contacted customer care via email, and the response I received was:
“I’ve checked your order, and I can confirm that it is currently in the accepted status with our warehouse team. This means it will soon be picked and packed. Once it has been dispatched, you will receive your tracking information so you can follow its journey.”
If this is the case, I am confused about the purpose of the same-day click and collect option. I chose this service specifically to receive the product on the same day, but the current status suggests otherwise.
I kindly request immediate clarification regarding my order and an explanation of how your same-day click and collect service works.
I look forward to your prompt response.
Disgusting customer service, the worst application in the world, unfair treatment to the customers. I paid for membership, 2 months later, the discounts of 20% doesn’t not apply, I tried to order online, giving me the price for members, but when I reach the step to checkout, the price is coming back as it is not for members - scam ! When I tried to go to their shop and tried to buy from there, in their system is saying I’m not a member, but actually I’m, cause I paid for that!
I tried to write down an email address o their customer support, they are ignoring me!
I logged out from their application, now I can’t login again???
Just facts. Very disappointed ☹️
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