Seamus Hammond
The Fragrance Shop is a UK-based fragrance retailer that offers a wide range of designer fragrances from various brands. The company has received mixed reviews from customers, with some praising the helpful staff and pleasant in-store experiences, while others have complained about unprofessional customer service and issues with online orders and refunds. The company has a rating of 4.5/5 on Trustpilot, while another source gives it an average score of 1.5/5 based on 210 reviews.
| Characteristics | Values |
|---|---|
| Customer Service | Positive reviews praise the staff for being friendly, patient, and helpful. Negative reviews mention rude staff and poor communication. |
| Product Quality | Some reviews mention receiving damaged or faulty products, while others express satisfaction with their purchases. |
| Delivery and Shipping | Reviews are mixed, with some customers reporting timely deliveries and others experiencing significant delays or issues with tracking. |
| Return Policy and Refunds | Negative reviews highlight difficulties in obtaining refunds or returns for unsatisfactory products. |
| Value for Money | The Fragrance Shop offers discounts and affordable prices, but some customers mention issues with unexpected charges or pricing discrepancies. |
| Product Authenticity | A few reviews express concerns about potentially counterfeit products. |
| Overall Rating | The Fragrance Shop has received mixed reviews, with an average rating of 3/5 or 4.5/5 stars on different platforms. |
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What You'll Learn
Customer service quality
The quality of customer service at The Fragrance Shop has received mixed reviews. On Trustpilot, the company has a rating of 4.5/5, with many customers praising the friendly and helpful staff. One customer commended the staff for their knowledge and for making the shopping experience enjoyable. Another customer highlighted how staff were attentive and provided advice when the product they wanted was discontinued.
However, on reviews.io, The Fragrance Shop has received a lower rating of 1.5/5 from 210 reviews. Several customers have complained about the company's poor customer service, with some alleging that the company is fraudulent and deceitful. There have been issues with unauthorised charges, missing items from orders, and difficulties in obtaining refunds. Some customers have also reported problems with subscriptions, stating that they continued to be charged even after cancelling.
On Feefo, The Fragrance Shop has been recognised for its outstanding customer service, with several reviews praising the helpfulness and patience of the staff. The company prides itself on delivering outstanding customer service and making mainstream and luxury fragrances accessible and affordable.
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Delivery times
For orders placed before 9 pm Monday to Friday, Royal Mail offers next-day delivery. This option is only available in the UK and excludes public holidays. The Fragrance Shop also offers free in-store collection within 60 minutes, depending on stock availability. Orders placed after 5 pm will be available for collection the next day.
There are no deliveries on Sundays, and deliveries may be affected by UK bank holidays, so customers are advised to allow more time for delivery around these periods. Deliveries to rural areas and certain postcodes may also take longer and are not always guaranteed to arrive within the usual timescales. This includes locations such as the Scottish Highlands, the British Highlands and Islands, the Republic of Ireland, and remote locations within the UK.
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Product authenticity
The Fragrance Shop has received mixed reviews regarding product authenticity. On Trustpilot, the company has an average rating of 3/5 stars, with some customers reporting that they received knock-off or damaged products. For instance, one customer claimed that they ordered a roll-on scent of Paloma Picasso, but the product they received was not the same scent as advertised and had a different label, indicating that it might be a counterfeit item. Another customer reported that their package arrived damaged, with the perfume bottle completely shattered.
On the other hand, The Fragrance Shop has also received positive reviews, with some customers praising the company for providing a smooth and pleasant shopping experience. One customer mentioned that they received their order promptly and were happy with the overall experience.
The company has also been recognised for its outstanding customer service and wide selection of designer fragrances from well-known brands. The reviews highlight the knowledge and helpfulness of the store assistants in finding the perfect scent for their customers.
However, it is important to note that there are also several negative reviews regarding the company's customer service. Some customers have reported issues with unauthorised charges, missing items, and difficulties in obtaining refunds or replacements for faulty or missing products. These experiences have left customers feeling dissatisfied and frustrated with The Fragrance Shop's handling of their concerns.
Overall, while The Fragrance Shop does offer a wide range of fragrance products and has received positive feedback for its customer service in some instances, there are also concerns about product authenticity and inconsistent experiences with their customer support.
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Returns process
The Fragrance Shop offers a full refund or exchange on full-priced items only if the product is in its original packaging and condition with all content, tags, and plastic packaging intact, and the perfume has not been partially used. The item must be returned within 7 days from the date of purchase, and a printout of the invoice should be enclosed as proof of purchase. The Fragrance Shop will also accept returns for faulty items or items that have been incorrectly shipped.
For The Fragrance Shop, customers have 90 days to return their fragrance. The buyer is responsible for the return shipping label and cost, as well as coordinating return shipping logistics with the carrier. The Fragrance Shop can generate a label for a customer and send it via email, but the cost of that label is subtracted from their refund.
For The Perfume Shop, customers have 30 days from the delivery date to return any unopened merchandise (excluding skincare and haircare items) for a full refund of the purchase price, excluding shipping and any gift-wrapping charges. Shipping costs incurred in returning the product will not be refunded. To qualify for a full refund, returned merchandise must be unopened and in its original packaging. Opened products are subject to a 15% restocking fee. Used merchandise cannot be returned for credit or refund.
For The Perfume Shop, customers can return their online order via Royal Mail or in-store. The product must be unused and unopened, and customers must provide proof of purchase. The Perfume Shop cannot return a product if it has been personalized in any way or if the packaging is damaged.
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In-store experience
The in-store experience at The Fragrance Shop seems to be generally positive, with many customers praising the helpfulness and friendliness of the staff. The store has a wide selection of designer fragrances from big brands, making mainstream and luxury fragrances affordable and accessible. The staff are described as knowledgeable and well-trained, able to offer advice and guidance in choosing the perfect scent for the customer. One customer review highlighted the assistance of two shop assistants, Maria and Emma, who made the customer and their wife feel very comfortable and allowed them to test multiple fragrances. The staff also explained the differences between Eau De Toilette and Eau De Parfum.
However, there are some negative reviews that mention issues with the store's customer service. Some customers have complained about unauthorised charges, missing items from orders, and difficulties in obtaining refunds or replacements. There are also a few instances of customers receiving damaged or incorrect orders, with the store's response to these issues being described as unhelpful and deceitful.
Overall, while there are some negative reviews, the majority of in-store experiences at The Fragrance Shop seem to be positive, with many customers praising the helpful and knowledgeable staff and the wide selection of fragrances available.
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Frequently asked questions
The Fragrance Shop has received mixed reviews online. While some customers have praised the company for its helpful staff, smooth purchasing experience, and prompt delivery, others have complained about unprofessional customer service, issues with refunds, and slow delivery.
There are some negative reviews claiming that the fragrances sold at the Fragrance Shop are of poor quality, with one review stating that the scent they received was "awful" and another stating that they received a knock-off product. However, it is important to note that the majority of reviews on Trustpilot are 4 or 5 stars, indicating that most customers have had a positive experience.
The Fragrance Shop has been criticised by some customers for its difficult return process, with one customer stating that they never received the returns form they requested. However, the company does offer a returns policy, as mentioned in one of the reviews.
The Fragrance Shop has received a rating of 4.5/5 on Trustpilot, with over 141,000 reviews. On Feefo, the company has been recognised for its outstanding customer service and wide selection of designer fragrances. However, on reviews.io, the company has received an average score of 1.5 out of 5 based on 210 reviews.
