The Fragrance Shop Reviews 

If I could do 0 stars I would. I returned my parcel nearly a year so and still haven’t gotten my refund and they don’t reply to my emails and hang up when I call. It was a £300+ order. Worst company EVER. Don’t trust them.

Been trying to cancel my membership for a week and payment will come out tomorrow. Your constantly giving wrong phone numbers on your app and when I finally find a number to get in touch Your operators pretend that I don't have an account. Scam of a company you did the same to me last year. Please avoid signing up to these con artists

Literally the worst retail experience of my life, the only reason I ordered from here was to receive before Christmas Day without having to stress as this is what they advertised (“order now to receive in time for Christmas”) it’s now the 5th of January i still haven’t received my item, I paid for next day delivery as well. I called the help line on Christmas Eve which was a queue of 96 so a hour and 20 minutes later I was on the phone to the most careless person ever who tried to tell me it’s been delivered but it obviously hasn’t no note through my door so it’s not with the neighbours the tracking info they gave me doesn’t work the guy I spoke to was not just hopeless but also useless, to say I’m angry is a understatement

Order 3 bottles for Christmas, now in new year still no delivery, have emailed 4 times no reply, no one answering the phone either. Avoid this shameful company

Ordered 3 bottles of perfume 4th Nov one arrived 2 did not sent 14 emails and received generic email called spent 40 minutes waiting to be told they would investigate and reply back in 72 hours which did not happen would not recommend customer support is non existent and had to purchase again (from another retailer)to give for Christmas presents

Placed a £200 order haven't received it and the tracking number is now stating invalid! Took money! Didn't deliver goods. Tried to contact via telephone Facebook messenger and emailed 6 times and no response! Now going to trading standards and fraud team. Diabolical and totally useless customer service of lack of!!

Pay for item and i waiting 10 days

Placed a order and haven’t received it. I was unable to track it as the system said error and try back later which I did various times to no avail. Sent emails and no reply’s so contacted customer service where I waited over a hour to be told it’s been delivered! When I asked where to and proof of delivery they said they hadn’t got that information. When I asked what courier they used they said Royal Mail. Royal Mail usually leave a card if no one is in-which I didn’t recieve. There was no email or text to update me when delivery was or when it was supposably delivered.
As of now I am waiting for them to investigate the delivery and get back to me. (Supposably up to 5 working day) 🤞 crossed they will and reimburse me money back or aftershave I no longer need as I had to purchase elsewhere ☹️

Terrible service. Waste of time. Beware and read the small print. You may not be buying what you are expecting. The images of fragrances are just for illustration. I bought something looking at the imaging and description but when it arrived it was not as shown on their website. I am never buying anything from this company again.

I placed an order with the fragrance shop I pay for next day delivery on the 6th October 2025 I spent £97 today is the 11th November and I haven’t received my item or a refund d up until now .. I’ve called them every week with the same excuse at first a replacement will be sent out , after 3 weeks of the same rubbish no replacement has been sent out so I said forget it I want a refund they said 3-5 days a week later no refund I called them today to be told the same thing 3-5 days because I asked the customer service why are they withholding my money and keep telling me the same excuse the rude woman hung up on me. Yes I was annoyed but why are they not refunding my money ??? I asked to speak to a manager they said someone will call me from 2 weeks ago nothing … it’s disgusting behaviour please do yourself a favour and gave nothing g to do with this company on line , how on earth are you withholding my money ???

Are you refunding my money back?? Its been 2 months. Tired of sending emails zillion times and getting automated reply all the time! Last email I recieved to be refunded was 13th october and was assured will be refunded by 5-10 days. You count the days and let me know why shouldnt I be frustrated!!!

Below is the last email that i ve copied and pasted here!!

##- Please type your reply above this line -##
Your request (#2332029) has been solved.


Luyanda K (the fragrance shop)
13 Oct 2025, 09:58 BST

Hi Raishechu ,

Thank you for letting us know you would like a refund.

This has been requested for you and will be showing in your account within 5-10 working days.

If you have any issues with your refund, please do not hesitate to contact us.

Many thanks
Luyanda K

The Fragrance Shop Customer Service Team

I’ve only given one star as there wasn’t an option for none. I ordered some Chanel perfume at the beginning of July. The package was left at the door (despite it requiring a signature) with a hole in the box & the perfume missing. I’ve been trying for over 3 months to get a refund & just keep going in circle… email or ring, complete forms & provide photographs/evidence then nothing happens & I have to start again. Advisers insist they deal with all calls including complains & there is no other way of complaining. Eventually I was promised that if I sent the forms & photos/evidence AGAIN, I’d get a refund in 7/10 days. No refund or contact after 3 weeks so ring again to be told the claim has been closed but adviser promised to sort but email is just more of the same…we’ll investigate. How do you complain to this company???

The monthly subscription that they say you can pause at any time does not let you pause it at all and it’s impossible to cancel🙃 customer service says they can’t pause or cancel on their end ? so how else are you meant to do it

WARNING!!!!DO NOT SIGN UP FOR A SUBCSRIPTION!! They make it impossible for you to cancel the subscription. I have folowed every step possible. They changed their phone number, when you finally get throug to a customer service line abraod they wont help you.. "system is down, we'll get back to you". They never do. I have since repeatedly emailed customer serice and even though they repond they do not cancel the subscription! This is criminal! Frangrance shop, if you see this... CANCEL MY f***** subscription.

Wished I had read reviews before buying
I purchased my perfume on 22/08/26
They claimed they delivered on 26/08/25
I was home all day and night
Sent email and the picture where they claimed that they left my perfume on safe space didn’t match anything like at my address
Sent so many emails with no reply
I phoned them and they claimed to have sent me a form to complete for refund still no form
Buying time so that they get all four payments from clear pay . Likely I have managed o get my two first payments back
They cut me off phone when I tried to call . Don’t buy on this site total scam
I think I have an idea the people who owns this site . Really sad . Two more payments I am waiting to clear so that I can despute with
As they refuse to cancel and the perfume was 76pounds
So T buy from them please
It’s not the wrong company it’s exact same he same company with the same log I know what I am writing about

Ordered perfume, took my payment 11 days ago and still no perfume! Really poor service and coms! Never will I buy from The Fragrance Shop again!

no items posted
no reasons why and no help from them

I am the member of TFS 2022 and frequently use this app. I am premium member of TFS but always had issue to use my Discount voichers. Every time there will be an issue and the worst part is the TFS customer service, you must be luckiest person to get help from them on time. Call center is the worst to contact. Even I visited one of the TFS outlet in central London, the staff refuse to help me and said that members only contact by call or email. Please do not stuck in the member ship scam. If you want discount just use MsEdge browser and you can find discount vouchers.

We visited the fragrance shop in bluewater in July 2025.
The staff were very friendly especially Rebecca.
Rebecca was extremely helpful and knowledgable and guided us to make our purchase for our son.
Thank you very much.
We came back a couple of weeks later and Rebecca remembered us and again gave great customer service.
Highly recommended.

This site is a total scam! There is no telling how many people they have bilked money out of! Surprise surprise fools! You have messed with the wrong one this time! Watch for what is coming! I will have the FBI involved with this one as it constitutes international and national wire fraud! I have already put works in place to shut them down on Shopify. I know they bank in Leander Texas and I am going to sieze that account as well. They better sleep with one eye open for the Feds are coming! If anyone has made a purchase with these jerks, call your bank immediately and file a dispute! They are a fraud and nothing more! Beware for I am just getting started. Watch what happens next!