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Simply type it in the box below and one of our community will give you an answer Thanks for asking a question.Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful. “Back in October 2023 I placed a large order for Christmas presents as my husband is unwell and is due major surgery. On the day the delivery was due I didn't receive an update from Royal mail or The Fragrance Shop, I left it a couple of days knowing that Royal Mail are having difficulties getting parcels and post out in my area. I firstly contacted The Fragrance Shop at their Cape town customer service team and was floored by the rudeness of their staff and that continued every time I called them to ask where my parcel was. I then started to email, exactly the same no care attitude, the parcel was for £560 plus, I have written at least 60 emails over the past 3 months, the best response I received was two weeks ago telling me that I would get a decision in three days time....that was over two weeks ago. So basically I was a loyal customer for years, I was a member of The Fragrance shop discount code scheme, I bought large amounts of scent from them at least twice a year. Absolutely no loyalty or concern about losing me as a customer when I cancelled my TFS membership. They have illegally with held MY money now for 3 months, I was asked to fill in declaration form confirming that I have never received this parcel, now I am doubting that it was ever sent. I have been ignored every time I have asked to speak to managers from The Fragrance Shop, each request has been completely ignored. I have come to the conclusion after reading other reviews that the way I have been treated seems to be common practice for The Fragrance Shop. Never in all my years of shopping online have I ever been treated so abhorrently, simply hoping I will go away, well that is NOT going to happen. If I were to walk into a Fragrance Shop store and helped myself to £560 worth of goods they would be quick enough to have me arrested, so why do they feel they can illegally hold my money for goods that were NEVER delivered to me. I rely on online shopping as I am disabled. I am absolutely devastated by the rudeness and unprofessionalism of The Fragrance Shop. It's an appalling way to treat loyal customers, all the time I shopped with them ALL of my parcels were always just dumped on the doorstep, I should have complained about it the very first time it happened. My contract is with The Fragrance Shop NOT Royal Mail but that's the excuse I have had from The Fragrance Shop,they state on their website....we are not happy if our customers aren't happy.... that's actually such an insult to me to be honest.....they ONLY care about taking your money they don't care a hoot if you don't receive your parcel. The Fragrance Shop are thieves plain and simple. Now I feel I will have to seek legal advice on getting my money back, and I should not be in this position. Wouldn't give a star if possible!” “I had bad experience with The Fragrance Shop recently. I ordered 2 items of perfume on 16/02/2023 (order number FWUK57190062). I ordered 2 by mistake. In order to cancel 1 so that postage cost would be saved, I read on their website that I had to call customer service and ask to cancel order. I did that on same day, as well sent email to customer service. I was informed on phone call that only 1 item of 2 could not be cancelled and that whole order needed to be cancelled. I agreed for customer service staff to cancel order and I was reassured that order was cancelled and I would receive email confirmation of that. I did not receive that email. Order was delivered on 18/02/2023. On 20/02/2023 I emailed customer service to send me post label to return items. I indicated that I had asked previously on phone before items were posted to cancel order and was reassured that it was yet I still received parcel and had to deal with its return now due to failure on customer service part. Victoria M emailed me return label as attachment. I posted item back on 22/02/2023 and I have receipt of that. According to tracking, parcel was received by The Fragrance Shop on 28/02/2023. I also have screenshot of that. I did not receive any email confirmation from their customer service of that. After waiting, I emailed customer service on 12/03/2023 and informed that I returned item and want refund. I attached photos of postage receipt and delivery receipt. In email reply from customer service (Carolina E) I was told she would check with warehouse. After waiting a while and no feed back from customer service, I again emailed on 21/03/2023 and asked for refund as I sent proof of postage and delivery at their warehouse. I repeated on 22/03/2023 but no reply from customer service. Again after waiting a while and no feed back from customer service, I emailed customer service on 29/03/2023. I received email reply from Carolina E stating that reply with courier update was awaited. I was confused. I email replied to her with attached photo proof of postage & delivery at their warehouse, yet again, and asked for refund. On 30/03/2023 Carolina E replied to my email and stared order number did not match. I attached screenshot of postage label that was emailed to me by customer service (as mentioned above by Victoria M on 20/02/2023) and I used that label trusting it was correct. Upon checking it, I also noticed order number on postage label was wrong, not my order number sent to me in order email. I emailed customer service stating that wrong order number on postage label is not my fault. I did my responsibility to send item back to The Fragrance Shop. It did not occur to me to double check order number on return postage label. It is customer service responsibility. Regardless, I sent photos proof of me posting it back and The Fragrance Shop having received it (yet again). I sent email to customer service and asked for refund. I received email reply from both Carolina E and Aisha A on 30/03/2023 stating that refund was issued and advising to wait 3-5 working days for it to appear in my bank account. I waited a few days and I did not receive refund. I sent numerous, more around dozen emails on 05/04/2023 and 06/04/2023 asking strongly to refund my money. On 05/04/2023 both Liv H and Matthew A replied that refund was issued. On 06/04/2023 both Carolina E and Holly A emailed that refund was issued. I was receiving standard copy & paste email replies. In my emails to customer service on that day I kept requesting more details. 1. To send me refund. 2. To send me contact details of management. 3. When it was stated that refund was issued I requested screenshot proof that it was issued. On 06/03/2023 all of a sudden in one of emails, Carolina E stated there is “issue” with refund. Meanwhile, Holly A stared refund was issued. I was not given anything I requested. I kept receiving emails from Carolina E and Holly A with conflicting information. I accused that they were lying to me on purpose, and they were doing delay tactics on purpose. On 07/04/2023 Carolina E replied in email quote “I am doing everything I can to ensure that if I am reimbursed it will be solved as soon as possible.” I did not understand this sentence. And I replied requesting the following, quote “1. Timescale of sending my refund. “As soon as possible” is not acceptable. 2. Contacts of supervisor. 3. Proof screenshot refund was requested, allegedly according to you and your colleague yesterday. I’d like to see that date on request document. 4. As i advised, please send refund to my paypal. Since you’re having so called issues.” I did not receive any reply since then. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. I informed customer service that I want to inform outside authorities, my bank to recover my money, if not, then small claims court, and online portals that The Fragrance Shop were breaching my consumer rights: 1. They did not send me refund. 2. They state (lie) that refund was sent but do not give any proof of that. 3. They do not give me timescale when refund will be sent to me. 4. They do not give me contact details of management. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One moment they stated refund was sent. Another moment they stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. In their email replies all my questions and requests were ignored. Moreover, customer service staff email me conflicting information. One stated refund was sent. Another stated there is “issue” with refund. Then all of a sudden also stated there is “dispute” with refund. I equal that to denial me of my consumer right, blatant lie, delay tactics, and the Fragrance Shop beaching regulations. In the meantime, I posted negative review on Trustpilot. I read many other multiple negative reviews of similar nature. No refund was given to customers. And customers were complaining about customer service sending them standard copy & paste replies like to me. To my review post I received same standard copy & paste impersonal reply, which also stated that order number does not match. I read in reviews many other customers received same reply. What a disgrace. Meanwhile, I did quick research and learnt that The Fragrance Shop received platinum trusted service award from Feefo. I contacted Feefo (Feefo Email Support. [email protected]) with this feed-back of my experience and I wonder how The Fragrance Shop received that award based on all those negative reviews. I also contacted Retail Times that published article about receiving this award. Here is link to this article: https://retailtimes.co.uk/the-fragrance-shop-wins-feefo-platinum-trusted-service-award-for-fourth-consecutive-year/ The article was written by Fiona Briggs, editor of that publication. I also contacted and sent my negative review to the following: The Institute of Customer Service (https://www.instituteofcustomerservice.com/contact/) Resolver https://www.resolver.co.uk/companies/the-fragrance-shop-complaints I posted my negative review on the following: https://www.reviews.io/company-reviews/store/www-thefragranceshop-co-uk https://www.sitejabber.com/reviews/thefragranceshop.co.uk/amp https://www.reviewcentre.com/reviews243246.html This retailer The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only feeling that comes to mind after all that experience is that this is fraudulent & scamming behaviour. And the way customer service staff reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. The Fragrance Shop is doing everything on purpose to inconvenience me without any fault on my part, and they caused me much grievance, stress & upset, and I wasted so much time and energy emailing them and sourcing outside support to get my money back. The only thought that comes to mind is that this is fraudulent & scamming behaviour. And the way customer service reply I can only conclude The Fragrance Shop is run like gang group - they take customers’ money and it’s nearly impossible for customers to get anything back because customer service staff are like impenetrable wall and sing same tune, they repeat same script in each email and do not care customer is upset and that the organisation is breaching legislation. And the CEO the “proud” founder of that gang Mr Sanjay Vadera - is it HIS style he trained customer service staff to steal customers’ money and cause them grief? God forbid they give in and refund any lawful penny to customer. They are unlawfully withholding customers’ money. And they are protecting him and every supervisor so much, they built such a wall - they refuse to give any contact details of anyone. Please read negative reviews of other deceived and upset customers, and will anyone ever pay attention to breaking law behaviour.” “Good evening guys, I am very upset. I placed and order on January 13th 2023 for a Mancera Velvet Vanilla Perfum with fragranceshop.com, on January 16, received a fake email saying the perfume has been shipped with a fake tracking number. that package never shipped. I email them January 20, 2023 asking why the tracking is not moving? no response, then I got another email on january 22nd saying another tracking number provided. at this point i knew they are playing a stupid joke, why send another tracking number when you said you ship the perfume since January 16th? I emailed them asking for my money, then on January 23rd, I received a fake email saying sorry your package is lost in the mail, please fill out a lost claim, we will investigate then make a decision. that package was never shipped, that person took my money. everybody has problem with them. this website created a fake pictures of expensive perfumes, saying you'll get a discount, when place an order they take your money, sending you empty bottles, broken glasses, on empty box with nothing in it, then saying sorry i can't give you a refund because you used the product. Those people need to be put in jail for fraud.” Does the fragrance shop sell real perfumes?The Fragrance Shop is a licensed distributor for all major fragrance brands, so you have peace of mind knowing your order is in safe hands. Which perfume websites are legit?Recently reviewed companies. The Perfume Shop. 4.4 | 91,254 reviews. ... . allbeauty.com. 4.7 | 397,205 reviews. ... . Superdrug. 4.8 | 57,737 reviews. ... . The Fragrance Shop. 4.6 | 103,712 reviews. ... . Fragrance Direct. 4.6 | 33,226 reviews. ... . fragrancesamplesuk.com. 4.8 | 9,303 reviews. ... . Ffern. 4.9 | 1,043 reviews. ... . Thomson Carter. 4.7 | 291 reviews.. Is the perfume shop Ireland legit?The Perfume Shop is part of AS Watson Group, the world's largest international health and beauty retailer operating over 16,000 stores under 12 retail brands in 28 markets, with over 130,000 employees worldwide. Do the fragrance shop do refunds?We will replace the goods or refund your payment, as appropriate. Please make sure you retain all original packaging, including outer packaging, to use if returning the goods. If the goods are incorrect please return them without removing the cellophane wrapper. |
