September 2025 by Kartik Radadiya
Bad service and bad experience
August 2025 by Kat Lacey
Would give zero stars if I could. Rudest staff. They obviously want people to stop shopping there. Because that?s exactly what?s happened. Would never shop with this company because the customer service is so bad you almost can?t believe it.
August 2025 by Fátima De Sousa
The lady that served me was incredibly rude. I asked her a question regarding a perfume and she absolutely brushed me off basically barking at me saying that they don?t have said item. I then asked whether she would know who?d stocked it and again brushed me off saying ?I don?t know?. I can appreciate being in a bad mood but as someone who works in customer service, I?d seriously urge this company to train their staff. For reference this was on Tuesday, 7th Aug 2025 at 12:10pm - the staff member was an Asian lady with copper/red hair. Absolutely shameful.
August 2025 by Ali
Awful service. Literally 0 customer service. Very unprofessional and unhelpful. Ordered online went to collect item and even though the so called manager (mona) had retrieved my order from the back refused to give it to me due to the pick up email not having the order number. Gave her the pick up code but she was adamant on the order number even though she had it. This was after she walked away from me while I was talking to her. Refused to give me customer service number and told me to Google it. How this person has been given the role of manage for this store is shocking and disappointing to say the least. If they have training she needs to do it again or find a job not involving customer facing service. All she had to do was ask for ID and that would have confirmed everything with the email I had. I guess will have to use alternative company.
Avoid this store at all costs after reading the reviews.
December 2024 by Alex Ck
I thought I just had a bad experience because of the fact that it?s Boxing Day and the staff are very busy but after reading these reviews I know it wasn?t me. The woman (pictured, I meant to take a picture of the fact that there is a camera BEHIND her when I contact head office) asked for my mums email for a receipt, I asked if I could have a normal receipt and I was told no, so I said ?so what happens if I don?t have an email?? I was with my parents and my autistic child that was screaming, I honestly didn?t have time for it. She said I can take a picture, she told my mum ?tell your daughter to give me her phone? or something similar and when I did, she locked it. Don?t get me wrong, if she was nice about it and had a civilised tone I would 100% be ok with it. She felt like I snatched my phone from her hand so she snatched MY phone back from my hand. Like a proper snatch that can be seen clearly on the camera.
I worked in retail and I know how demanding this job is and how horrible it all is when it?s busy and people are rude, but they lack training. Especially the older woman. The younger one was going from customer to customer, wasn?t finishing one sale and she?d jump to the next one. My mum really needed that perfume, otherwise I would?ve left it there. I will contact customer service about this because that woman is aggressive and she really needs training and probably a check up. That?s just not a normal attitude in my opinion. I asked what her name was but she refused to give it to me so fair enough, but I?m sure they can tell who it was from the receipt.
My usual shop is the Watford branch and I want to mention this NEVER EVER happened to me before, so I?m not a ?Karen? that wants to argue. I?m in my 20s and like I said, I worked in retail before I know it gets hectic. I?m clearly not the only one complaining. Next time she?s aggressive I hope someone calls the police on her and sorts it out.
November 2024 by Tanush Bhagavatula
I walked in to see if they had a stock of my favourite perfume. I tried to show the lady at the counter the image of the product?she doesn?t even bother to look at it and just says ?no?. After I browse their products for a minute or two, I decide to leave because I didn?t find what I was looking for, and that?s when the game levels up: as I leave, she says ?Thank you?for wasting our time?. I advise that you stay away from this place, do they even try to attract customers. Lady, if you are reading this: firstly, learn some manners. Secondly, never judge an individual by their attire or especially when they are a potential customer, there are millionaires who just wear T-shirts and jeans, just because your perfumes are ?expensive? doesn?t mean that you assume I can?t afford it. Lady, thank you for making me write this beautiful review about your business.
October 2024 by Jasmine Harry
The customer service at Fragrance Shop is severely lacking. It is essential for their HR team to organize face-to-face training sessions focused on customer service for both team members, particularly the manager, who demonstrates a significant need for improvement in this area.
October 2024 by Alexandra Antim
Terrible customer service! I visited the store this afternoon to buy a perfume, and an Indian woman assisted me. I was searching for a perfume as a gift, but since not all the prices were not displayed, I approached her to ask about a few. She responded very rudely, as if I was there to beg for a perfume, not to make a purchase. When I inquired about a student discount, she initially said yes, but when I went to pay, she informed me that it only applies to sale items. I've never heard of such a policy before.
Avoid because customer service!!!
September 2024 by Terry Lee
Bought the £39 membership and was given a scan card to use every time I purchased perfume online. The only trouble with that is that the bloody thing doesn't scan properly, so I still have to go to the store to purchase my perfumes and aftershaves.
June 2024 by Raya
worst customer service I?ve ever experienced.
Purchased an item, didn?t get a receipt.. few minutes later I changed my mind as I realised it?s half the price at other shops, asked for a refund and was told I?d receive an email as a receipt for the refund, never received it and waiting for the refund. I?ll give it a few more days before I come back to the store and get the refund myself.
Bad service.
April 2024 by sadaf khalil
Staff are so incredibly rude they don?t give a damnn about what you want, one of them started screaming at us for ?wasting their time? it?s a perfume store?? you are supposed to take ur time when picking a fragrance. 0-5 but there isn?t a place for what rating do not go customer service is insanely terrible, they know nothing about the perfumes too
February 2024 by Sajad Sajad
I had an awful experience at the fragrance shop. The customer service was beyond terrible ? unhelpful staff, rude attitudes, and a complete lack of product knowledge. I wouldn't recommend this place to anyone looking for a pleasant shopping experience.
January 2024 by Suzie Donnelly
Wanted to check out the new Ariana Grande fragrances. Staff was very polite and informative.
January 2024 by michael finglas
Great staff very helpful
April 2023 by hemali gori
Rude staff, ridiculous prices - like literally you get half the price of the same bottle in Savers which is next door in the station road. Staff is probably hired just to make you feel uncomfortable and not welcomed.I went to shop for my family friends I clearly mentioned my budget, and asked what's on sale since it's a gift item, the sales rep looked at me as if I asked it for 'free' she showed me 2 bottles and didn't even bother giving me a tester or explaining me the fragrance or even sharing a humble eye contact. I was in a hurry and I said 'I'll take it' and I requested for a bill, since I wanted to have an option to return if the bottle is damaged or basically out if customer service courtesy. She said I'll get the bill in 5 mins as there was some issue, I never got the bill! Literally never! Now I have a product which is double the price, no proof of buying and I'm sitting and thinking was this 'Intentional'?Anyways they're clearly lacking a good service staff for a luxury process that literally runs on a 'Service' model. All the best for that!
