June 2025 by Susie Rodriguez
Don?t bother going here.
Ordered 2 perfumes online to get it collected in store (checked if this branch had it clearly stated it did) got a confirmation email then waiting until 10am to go collect it because it was an pick up in store that day and didn?t get any email to say it was done so I just went there.
Got to the desk the guy had my order paper just sitting on the side didn?t bother to even do it as he was on his phone.
As I asked for my order he then said they didn?t have the other perfume I ordered in stock? I mentioned online they said you did? And he said ?I don?t know why it?s saying that but we don?t?? I stated that if he could double check because I need this as a gift today he said he cannot do anything basically and that he can refund me or I can buy a bigger bottle?
I just said okay to the refund as there?s nothing I can do at this point. I step outside to call my husband after I was done I went back inside and the man told me he has redirected the fragrance to the warehouse? And for me to call customer service Monday morning. I was just in disbelief as this was so poorly handled. Anyway I left the store after doing all of this clowning around. I went back to the shop as the guy didn?t make it clear if it?s coming to the store or to my address and this time there was a lady there who was more helper than him but she wasn?t really bothered either and I heard him say to her ?I told her it?s not here and that I?ve redirected it? and when she was asking me questions he was answering them as if she was talking to him. And they just told me to come back Tuesday as that?s when their delivery is.
Anyway today I call customer service as directed. The lady on the phone said he didn?t redirect it he just simply cancelled the whole order.
PLEASE AVOID THIS SHOP! BECAUSE ITS ACTUALLY DIABOLICAL ON HOW USELESS THESE STAFF ARE?
May 2025 by Diego Benalcazar
Horrible service? I don?t know how they spect to sell something with horrible attitude
May 2025 by Kelly Kabob
I?ve been waiting for 3 minutes while the sales consultant finishes her phone call?no respect for the customer!
April 2025 by Ismahil Hayat
Disgraceful service. I walked in, clearly said I needed help, and was left standing at the counter for over 3 minutes while two useless staff stood there laughing and doing absolutely nothing. They saw me. They just chose to ignore me.
When I finally called them out for being lazy and disrespectful, one of them had the audacity to come at me with attitude and call me rude?for expecting basic customer service. The entitlement is unreal.
If standing around gossiping is more important than doing your job, maybe don?t work in retail. You?re not doing anyone a favor by being there. I left without buying anything, and trust me, I won?t be back. Total joke of a store.
April 2025 by Lawrence Roulland
Proper staff in there! Thanks Leah and Chelsea for all your help! I'll be back to cash out again soon.
January 2025 by Kay Kay
Poorest Customer service skills.
I wonder why the staff there has to do this if they don't like the job.
Completely ignored us and both the ladies were busy chatting with there friends.
Had to wait 4 mins just to be ignored by there miserable attitude.
Pathetic. Get a life guys
December 2024 by Zizi A
I attend this shop today, not really knowing what fragrance I wanted and even tho the shop was busy being the last Sunday before Christmas the staff ( lei & Chelsea) was incredibly helpful. They took their time with me, showing me a number of different smells and worked well within my budget. I left with a purchase i was more than happy with and a very happy customer. I will most certainly come back here again.
December 2024 by Mikal ANDEBRHAN
I was in lewisham in The Fragrance Shop today to buy 3 or 4 perfumes for my family as I walk in to the shop nobody was attending to me one of staff member was with customers and another one was in her phone chatting and I walk to the one in her phone AND ask her to give me Gucci blue and she said WAT with really bad attitude and careless look and I told her she should have been more respectful like excuse me, or something better she start yelling at me as I was interrupting her of using her phone. Bad customer service I don?t recommend this shop to anyone????????????????????
October 2024 by dermaine luckz
On Friday 18th of October I visited the Lewisham branch and there were two heavily pregnant staff members covering the shop alone with about 25 boxes guessing from delivery!? I was so appalled I felt bad for even asking them to serve me so I left and went to another perfume shop in Lewisham. They were lovely but it?s just upsetting
July 2024 by Chuemeka Ogu-Jason
I attended the perfume shop (The Fragrance Shop) in Lewisham town centre to pick up the perfume I purchased online from the shop (Click and collect). The individuals a manager and a salesperson were in the counter chatting to themselves whilst I was left standing at the counter waiting to be served, I was completely ignored. When I challenged their poor behaviour they were extremely rude and I was further informed that one was the shop manager which made the situation unacceptable as a shop manager was meant to quality assure office transactions however failed in her responsibilities to do so.
After the salesperson reluctantly came to serve me, she informed me that my perfume was not there, I explained that an email had been sent to confirm it had arrived at the shop, I further explained that I had visited the shop before but it was not in the shop despite being there. It had been more than five days since the perfume was purchased
She was not keen to look for it however I insisted that perfume was there and when she searched well, she found it.
In the process of telling them that I am a customer and their attitude towards me was very bad as the evidence suggested that if they weren?t rushing to continue with their private conversation where they were meant to be working and serving customers they could have been able to find the perfume they became verbally abusive which was very shocking for me as I have never experienced such disgusting behaviour. The feedback about my experience today, Sunday, 21/07/24 is to ensure that these two shop attendants are provided with appropriate training for good customer service to avoid poor treatment of other customers. As for me, I will never visit this shop again given the shocking and horrible experience. I will avoid at all cost
February 2024 by Devorah Beauty
Horrible experience I went there today and they were insanely rude. I wanted to buy my sister who just got out of shops nice perfume . It?s something out of a movie book came in and the dirty looks she gave and attitude. Non of them at the till cared. The lady who was giving spray perfume samples was acting as if we were bothering her and had so much aggression . AirPods in everything not a care in the world about anything but talking to her friends at the till . She was hissing and kissing her teeth we still were polite but got to a point that we just left because wow horrible experience if I could give a minus or a zero I would
February 2024 by Petra Staplehurst
Lovely staff qmr great price
January 2024 by Deborah Chisom
Horrible experience I went there today and they were insanely rude. I wanted to buy my sister who just got out of shops nice perfume . It?s something out of a movie book came in and the dirty looks she gave and attitude. Non of them at the till cared. The lady who was giving spray perfume samples was acting as if we were bothering her and had so much aggression . AirPods in everything not a care in the world about anything but talking to her friends at the till . She was hissing and kissing her teeth we still were polite but got to a point that we just left because wow horrible experience if I could give a minus or a zero I would
January 2024 by Jennifer J. Harris
The sales assistant was very attentive, professional and interested in getting me the precise item I came to buy for a fair price.
December 2023 by Karun Maudgil
Extremely poor customer service at this branch of the Fragrance Shop - the staff have zero knowledge of their own return policy.
