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
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Review summary
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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.
Missing item
One of my free testers didn’t arrive in my order and Gareth quickly responded and sorted it out
29 April 2026
Unprompted review
Great customer service
I ordered the perfume and it came within a couple of days. Delighted with the purchase but realised the complimentary body wash wasn’t there. No problem ! Gareth in customer service was on very quickly to say he would send it out today. Best customer service I have come across for a long time! Really lovely guy to deal with.
1 May 2026
Unprompted review
Alix in Customer service was excellent…
Alix in Customer service was excellent helping with my delayed Fed Ex package! Perfume is wonderful. Worth the long wait from UK.
27 April 2026
Unprompted review
Love the new scent!
1 May 2026
Unprompted review
The Product(s) are amazing
The Product(s) are amazing. I have purchased both Smoke &Mirrors and Stone &Suede and they both are awesome scents in their own right. I tend to gravitate a bit more to the Stone & Suede as the fragrance has a subtle citrus scent with my body chemistry.
1 May 2026
Unprompted review
Delivery didn’t arrive even though…
Delivery didn’t arrive even though Royal Mail stated it was in transit. Thomas Carter sorted out the issue within no time. I am expecting my delivery in 2 days guaranteed!!! Wonderful customer service and support! Fabulous perfume.
1 May 2026
Unprompted review
Yaseen was extremely helpful and…
Yaseen was extremely helpful and provided excellent customer service by responding to my inquiry extremely quickly and expediting my shipment. I cannot wait to try this fragrance.
1 May 2026
Unprompted review
Order Mix-up and Prompt Replacement
Bilal made the order issue a stress-free situation for me. Prompt and blameless responsiveness is something that is missing from many Customer Service representatives and departments today but NOT this person or this company! The order issue was reviewed, worked through and a replacement was on the way within hours of the initial contact. Thank you Bilal and Thomson Carter!
30 April 2026
Unprompted review
FedEx was unable to deliver my perfume…
FedEx was unable to deliver my perfume since I was not home to sign for it. After contacting Thomson Carter, they went above and beyond to arrange my pickup at the FedEx office. Thomson Carter customer service is amazing! Thank you so much!
30 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that our team was able to assist you in arranging a convenient solution with FedEx. It’s wonderful to know you had such a positive experience with our customer service. Your support is truly appreciated.
Kind Regards,
Thomson Carter Team
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!
29 April 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.
28 April 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 !!!
13 April 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.
27 April 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…
30 April 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!!!
23 April 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.
30 April 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.
28 April 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
30 April 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
27 April 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"
30 April 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
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