The Fragrance Shop Reviews 37

I bought a perfume called saint hilaire perfume called the private Blue , paid for it on the 15th of Feb and it was meant to be delivered on the 16th Feb 2026 , today is 20th of April 2026 and nothing . Like , no word from the fragrance shop . This is broad day light fraud . I don’t recommend this guys at all to anyone. Thanks .

I have only made a single in-store purchase at The Fragrance Shop and I have never activated any voucher, subscription, or membership, nor have I agreed to any recurring payments or fees.
However, I was informed by my bank that two £15 transactions were attempted on my account and were blocked. On 13/04/2026, another attempt was made to take money from my account without my authorisation. I do not owe any money to your company and I have already contacted my bank regarding this matter.
I have never received or activated any voucher or membership. My email address was collected in-store at the time of purchase when I was told that receipts are only sent by email and not printed. This was not clearly explained before payment, and therefore I did not knowingly consent to my data being used for marketing or other purposes.
Despite this, my email has been used for repeated communication and appears to be linked to services I never signed up for.
I have requested full clarification of these charges and proof of authorisation, as well as confirmation that no further attempts will be made to charge my account. I have also requested deletion of all my personal data under UK GDPR and the Data Protection Act 2018.
I consider the handling of my data and payment attempts to be unacceptable and I am escalating this matter to the Information Commissioner’s Office (ICO).

Updated- not for relevant website

Went into a store, to purchase my friend a gift set. I stood in there for about 3-4 minutes and it had looked like there was no staff until I turned around and someone was sat hidden behind the counter on their phone, I cleared my throat and said “hello?” No response

Ordered an after shave from the fragrance shop Cwmbrân paid in store for home delivery not received it they cancelled my order been in the store twice won’t give me my money back terrible customer service never buy from them again

Ordered Marc Jacobs Murakami yellow on 17th march (click and collect) the order isn’t showing on my order history but I got a confirmation email and the money was taken…… it is now 26th march and I still haven’t got my order. I will be cancelling my mytfs subscription and won’t be ordering from here again

I ordered a gift set on 23rd November and paid for next day delivery. After sending several e-mails, and the package still not being delivered, I rang their Customer Service number on 18th December.
I spoke to one of their operatives and as it was now too late for the package to be delivered before Christmas, I was told that my order would be cancelled and that I receive a full refund of £63.99, within 10 working days.
After 10 working days had elapsed, I contacted them again and was told that the package had now been delivered to my local Royal Mail Sorting Office.
I queried why the order had been delivered there, as I had been told that it had been cancelled.
I called at the Sorting Office and asked about the package and was told that it was no longer with them, as any item not collected after 18 days is returned to the appropriate sender.
I e-mailed them again to let them know that my order had been sent back to them. Finally on 6th March, I got a refund of £45, the cost of the gift set. I thanked them for this, but mentioned that I had also purchased a TFS membership, which as my order had been cancelled, I had never used. The cost of this (£15) was refunded on 12th March. Finally I mentioned that I had also purchased next day delivery (£3.99), which never happened. There response was that as I placed the order after 8pm, this "compromised the 24 hour delivery instruction". I queried whether this was the reason why it took several weeks for the order to be sent out. I have yet to receive a response.

We ordered aftershaves and perfume in December for Christmas presents. A large part of the order was missing. We reported this as soon as we received the order. We had to wait for the fragrance shop to investigate this and contact their courier. We filled in the paperwork and was advised the goods would be dispatched with 48 working hours.
We have not received any goods
We have contacted the customer service department and EVERY time we are told they have contacted the appropriate team and the goods will be dispatched within 24-48 hours
We have NUMEROUS emails from their customer service team promising the delivery of the goods and if they are not delivered to call them.
We have had to contact the team EVERY week since before Christmas and we are STILL WAITING for the Christmas presents to be delivered
The service is absolutely appalling
No one knows what they are doing and they have no managers available to escalate this issue to.
I would never recommend this ‘shop’ to anyone
What are you supposed to do?
They should replace the whole order for free as recompense and a good will gesture
The presents are at the moment - 3 months + late!!
APPALLING SERVICE DO NOT SHOP WITH THEM

Zoya, Alex and Hayley always give great customer service and always display a welcoming, polite, positive approach to everyone. I definitely rate their customer service skills 100/10

Been waiting for a refund on an item they could not supply that I paid for in advance at time of ordering! Emails back and forth one time you will get your refund in 5 days then another the next day looking at order you did not pay despite me sending back statement showing I had paid! Then email saying your order has been delivered look in places outside!!! They clearly don’t know what they are doing! It’s only £24 and I feel I’ve lost this money but is that what they hope that people will give up. I will never order from them online again. Shockingly poor communication 16 weeks this has been going on

Would give them a 0 if possible. Had a perfume from their online store and the top is faulty so the lid can’t be removed. Been bounced around their support for 40 days so far and still no progress on a replacement or a refund. Useless customer service.

Still waiting for product no reply on customer service awful
company !! do not use

Returned an item on the 24th December, was told 13th Jan 5-14 working days for a refund, told 23rd Jan 5 working days then told on 3rd Feb the refund should be in ‘soon’. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, refunds must be issued within 14 days of receiving returned goods. This deadline passed weeks ago. Will now be taking this further after multiple failed attempts from ‘customer service’
Order no FWUK63620258

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