I had one 5ml sample spray missing, which I requested. Dropped a quick email to the “contact us” section on website. My previous experience with other company suggested I wouldn’t receive a... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have placed 3 orders for 2 different scents and have not only fallen in love with the scents, but also with the care that Thompson Carter takes with packaging. Every time I receive a package it is b... See more
Company replied
Package arrived to the US containing several items. One was damaged from shipping. Sameer was very helpful in resolving the problem by sending out a replacement product. You learn a lot about a compa... See more
I’ve recently discovered Thomson Carter and have tried a variety of options……without doubt Shelby Lane has been the favourite. Unfortunately due to a ‘mistake’ at Thomson Carter my recent order of She... See more
Company replied
Company details
Written by the company
Explore the world of Thomson Carter and its exquisite selection of fragrances and accessories for both men and women.
Contact info
Thomson Carter, Craigstown Industrial Estate, BT412PT, Randalstown, United Kingdom
- hello@thomsoncarter.com
- thomsoncarter.com
4.7
Excellent
7K reviews
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great Customer Service!!
Had a concern about an order I placed, however Anas was really helpful and assured me that everything would get taken care of.
I’m a new customer and so far I’ve been very satisfied. Y’all can count on my support for life!
April 29, 2026
Unprompted review
Reply from Thomson Carter
Thank you most sincerely for your wonderful feedback. We are delighted to hear that Anas was able to assist you promptly and provide reassurance regarding your order. It is especially pleasing to know that your experience as a new customer has been so positive. We truly value your support and look forward to serving you for many years to come.
Kind Regards,
Thomson Carter Team
My cologne was broken during shipping
My cologne was broken during shipping. Nikki was very quick in responding. Very professional and not only is sending a replacement but also giving a coupon. Recommend you find another carrier besides FedEx, they suck.
April 28, 2026
Unprompted review
Reply from Thomson Carter
Thank you for bringing this to our attention. We are sincerely sorry to hear that your cologne arrived damaged. However, we are pleased Nikki was able to assist you promptly and provide a suitable resolution. Your feedback regarding the courier is duly noted, and we will certainly take this into consideration as we continually review our delivery partners. We truly appreciate your understanding and recommendation.
Kind Regards,
Thomson Carter Team
EXCELLENT customer service !
EXCELLENT customer service !! My shipment was delayed and I reached out to their customer service for some assistance. Each and every time I reached out to them, “Anas” in their customer service always replied to my messages and questions. She was on it and so helpful. Overall, their customer service is probably one of , if not the BEST customer service I’ve ever experienced. Kudos to “Anas” in their customer service !!!
April 13, 2026
Unprompted review
Reply from Thomson Carter
Thank you ever so much for your kind words. We are truly delighted to hear that you had such an excellent experience with our customer service. Anas will be especially pleased to know her prompt and attentive support made such a positive impression. Your recognition means a great deal to us, and we remain committed to delivering the highest standard of service at all times.
Kind Regards,
Thomson Carter Team
Great company
Unfortunately the scent I tried I was allergic to. Returning it was a breeze. I did have a question so when I contacted them, Anas responded almost immediately. She was very kind, knowledgable and very helpful. She was a delight to work with.
April 27, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear the scent was not suitable for you, but we are delighted that the returns process was smooth and straightforward. It is wonderful to know that Anas was able to assist you promptly with kindness and professionalism. Your comments are greatly appreciated, and we hope to serve you again in the future.
Kind Regards,
Thomson Carter Team
I had a misunderstanding about my…
I had a misunderstanding about my order. I emailed “Customer Service” and interacted with “Bilal”. He was very responsive, very helpful and very efficient. He reconciled my order very quickly.
I was very impressed…
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your thoughtful feedback. We are delighted to hear that Bilal was able to assist you promptly and resolve the misunderstanding with efficiency and professionalism. Providing clear and supportive service is something we take great pride in, and your kind words are truly appreciated. We’re very pleased you were impressed with your experience.
Kind Regards,
Thomson Carter Team
A Very Happy Customer!!!
The packaging was absolutely stunning and Love, Love this perfume!!!Thank you so very much!!!
April 23, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are absolutely delighted to hear that you loved the packaging and are enjoying your perfume so much. Your enthusiasm truly means a great deal to us, and we’re so pleased we could provide you with such a positive experience.
Kind Regards,
Thomson Carter Team
Great Customer Service
I inadvertently received the wrong item. I reached out and was immediately contacted back by Arnas of Thomson Carter. My correct items were immediately shipped (after sending proof of what was received). I wasn't even required to return the incorrectly shipped items back. The customer service was kind and swift. Very much appreciated and would recommend this company to anyone. There should be no fear of trusting their integrity.
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your generous feedback. We sincerely apologise for the initial mix-up, but are delighted to hear that Anas was able to resolve the matter promptly and to your satisfaction. Providing swift, considerate service and standing by our customers is of utmost importance to us. Your kind recommendation and trust in our integrity mean a great deal.
Kind Regards,
Thomson Carter Team
So I sent in an order and started…
So I sent in an order and started waiting. As time passed and I looked at tracking I realized that my order had been delayed in Memphis. It was there for a week or more. Of course, I sent an email to customer service. Nikki waw great, helped keep me informed through the entire deal. I am really satisfied with my cologne and very grateful for Nikki.
April 28, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your thoughtful feedback. We are sorry to hear about the delay during transit, however we are delighted that Nikki was able to keep you informed and support you throughout. It is wonderful to know you are satisfied with your cologne, and your appreciation means a great deal to us.
Kind Regards,
Thomson Carter Team
My first aftershave somehow was a dud
My first aftershave somehow was a dud, returned it and syed was excellent. Got a new one in the post. First dealings obviously not the best but the way they dealt with it, fantastic. Cheers
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your honest feedback. We are sorry to hear your first aftershave was not as expected, but we are delighted that Syed was able to resolve the matter promptly and provide a replacement. It’s wonderful to know our team turned your experience around. We truly appreciate your understanding and support.
Kind Regards,
Thomson Carter Team
Amazing bundle..
Amazing bundle... Impressed & my daughter took my samples lol
April 27, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your lovely feedback. We are delighted to hear that you were impressed with your bundle, and it certainly sounds like the samples were a hit as well! We truly appreciate your support and hope you continue to enjoy your purchases.
Kind Regards,
Thomson Carter Team
Love The Smells,..
Love The Smells,... especially the "Bois De Santal" And the "Smoke and Mirrors"
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that you are enjoying the fragrances, particularly Bois De Santal and Smoke and Mirrors. It’s always a pleasure to know our scents are making such a positive impression. Your support is truly appreciated.
Kind Regards,
Thomson Carter Team
Customer service great job
After waiting long time to receive the package unfortunately the package was damaged and the internal bottle broken.
After filed the complaint I have been contacted from Sameer (customer service) which was super nice and kind, gave me all instructions and get a replacement perfume at no charge after proofing the damages.
Cologne smells really good!
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We sincerely apologise for the delay and the damage to your package, though we are pleased to hear that Sameer was able to assist you promptly and with such professionalism. It is wonderful to know a replacement was arranged swiftly and that you are enjoying the fragrance. Your understanding is greatly appreciated.
Kind Regards,
Thomson Carter Team
Honest Review
Love the fragrances offered...wish you would spend less on packaging and increase the size of the medium bottle. I'm a return customer and I do not keep the black box every time I order either.
The scents last all day, which I love, and I get compliments where ever I go.
April 27, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your honest and thoughtful feedback. We are delighted to hear how much you enjoy our fragrances and their lasting impression. We also truly appreciate your suggestion regarding packaging and bottle sizing—insights like yours are invaluable as we continue to improve. It means a great deal to have your continued support as a returning customer.
Kind Regards,
Thomson Carter Team
The perfume came in a timely manner and…
The perfume came in a timely manner and it was boxed up so beautifully with just that extra touch to the package. The perfume smells wonderful
April 27, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind words. We are delighted to hear that your order arrived promptly and that you appreciated the presentation. It is especially pleasing to know you are enjoying the fragrance. Your feedback means a great deal to us, and we truly value your support.
Kind Regards,
Thomson Carter Team
Excellent customer service (damaged bottle upon arrival)
I received my order damaged (the perfume bottle was broken and had leaked - even though the bottle was broken, the box smelled great 😉), but the response from Thomson Carter was outstanding. Hassan from customer support reacted immediately, asked for a quick follow-up photo, and confirmed a replacement without any hassle. Fast, efficient, and very customer-focused service. Highly appreciated!
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your thoughtful feedback. We are very sorry that your order arrived damaged, though we are delighted to hear that Hassan was able to assist you promptly and resolve the matter with ease. Providing efficient and attentive service is of utmost importance to us, and your kind words are truly appreciated.
Kind Regards,
Thomson Carter Team
Thank you to Bilal for assisting me…
Thank you to Bilal for assisting me with my repeat order. Service was excellent and was sorted out within a few minutes.
April 30, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that Bilal was able to assist you so promptly with your repeat order and provide such excellent service. Ensuring a smooth and efficient experience is always our priority, and your comments are greatly appreciated.
Kind Regards,
Thomson Carter Team
My package was delivered to the wrong…
My package was delivered to the wrong address, I reached out and Yaseen got right on it. Verified my info and what they had was correct, he sent out a replacement and I received it within the week! Appreciate his time and attention to the matter.
April 10, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear about the initial delivery issue, however we are delighted that Yaseen was able to assist you promptly and ensure a replacement reached you so quickly. Providing attentive and efficient service is very important to us, and your appreciation means a great deal.
Kind Regards,
Thomson Carter Team
Smoke and Mirrors is a great fragrance
Smoke and Mirrors is a great fragrance! A true masterpiece. Unfortunately shipping seems to be an issue. I had to wait about a month to get my product. I review fragrances and one of the things I would need to tell my followers is to expect shipping delays. I have ordered twice and both items didn't arrive as stated. I'm thinking about ordering more but i don't know if I want to risk waiting that long again. Overall 2.5
April 27, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your honest and detailed feedback. We are delighted to hear that you consider Smoke and Mirrors a masterpiece, however we sincerely apologise for the delays you experienced with shipping. This is certainly not the standard we aim to uphold. Your comments are greatly valued, and we are actively working to improve delivery times. We truly appreciate your support and hope to restore your confidence with future orders.
Kind Regards,
Thomson Carter Team
Thank you for your response.
Thank you for your response.
Order #1034529
I appreciate the acknowledgment, however I’ve already reached out multiple times and attempted to resolve this directly with your support team without a meaningful outcome.
As explained, the item has been used and is no longer in a condition to be returned, which makes your standard return-based resolution impractical in this situation.
I would still be open to a reasonable goodwill resolution that reflects the delay, the product reaction, and the overall experience.
I’m happy to update my review if a fair resolution can be reached.
March 25, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your response and for sharing these details. We sincerely apologise for the inconvenience caused and understand your concerns regarding the resolution provided thus far. This is certainly not the experience we aim to deliver.
We truly appreciate your patience and openness, and would welcome the opportunity to reach a fair goodwill resolution. Please allow our team to review this further and assist you accordingly.
Kind Regards,
Thomson Carter Team
5 star fragrances
their fragrances are fantastic, and there is attention to detail with the packaging and delivery of the product.
April 16, 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that you are enjoying our fragrances and appreciate the attention to detail in both our packaging and delivery. Your support and kind words truly mean a great deal to us.
Kind Regards,
Thomson Carter Team
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