The Perfume Shop
reviews and complaints

I bought this Aqua De Geo (Eau de perfume 125ml) from Basingstoke shop yesterday. I realized after reaching home that it was not the perfume I'm buying (Perfumo - black color). The moment I realized, I called the shop and spoke to the sales manager and explained the situation. I requested her to exchange it with the black color which I was actually there for but she refused and advised me to come to shop tomorrow and speak to my manager. Manager finished before I reached there.

Rachel Dowling
27 Aurburn Heights
Athlone
Co. Westmeath
On 17/08/21 I was walking through Newtown Shopping centre Athlone when a member of your staff (Shauna Fogarty) verbally abused me in front of my 3 year old child and 3 year niece. She was on duty and come out of the shop calling me "A fat [censored]" "A fat [censored] and about my size". I complained and Shauna has been suspended for a week. As this is an ongoing problem when I go to the shopping centre I dont feel this has been investigated accordingly. While your manager was fantastic in dealing with today's issues I have no option but to file a complaint with the Guards and have booked an appointment with my solicitor as this abuse is constant. Shauna has stood outside my Mothers window laughing at my Mother. This has caused great distress to my family my children and left me unable to enter the shop therefore missing out on your bargains None of my family or friends can visit your store. This abuse must stop and especially coming from your store. Within an hour of me returning home informing my Mother of what happened today she was rushed by ambulance to portiuncla Hospital with chest pains. This has to stop immediately. I trust this will have your immediate attention. Also I would like to have a copy of today's incident report for the guards and my solicitor.
Yours sincerely
R Dowling

I sent all items back apart frome one perfume, they have only refunded me for a perfumes. They are stealing my money and have nothing to say apart from I've raise this with the warehouse. I sent all items back, the delivery says received, they are failing to acknowledge the situation. I have waited over a month for the same reply, I have never had such awful service. How you can do this to customers is beyond me

On the 21st of Jan I made an order online at the perfume shop. On 22nd I received an email to say it was dispatched and I received only a third of the order on the 28th of Jan.
I received a blue package (half open) that had the 1 million gift box inside with a spray missing and the perfume was not full to the top (had been used)
I did not receive the Armani gift box nor the 2 samples I originally ordered. So I had an online chat with someone asking me to fill out the ‘denial of receipt missing item' form, which I did on the same day and sent it.
I sent a second email on the 2nd of Feb for an update but didn't here anything. On the 10th of Feb I received an email stating that I will only get a refund for 1 of my missing items which was the Armani gift box set as they didn't have any in stock! I then had an online chat again and asked them why I wasn't getting a refund for the rest which was the spray missing, had been sent a used perfume bottle and my 2 samples not arriving.
The staff online had told me that they could refund me what was missing, but as I stated in my original emails and forms that it was a lot more to it. She also said that I had to send back 1 million gift set! But then the chat also advised that I shouldn't send a used item! This item was obviously used before it had reached my hands. Could I remind you that I have 2 children doing home schooling and that I do not have the time to attend the post office. I certainly do not have the time for when a company has breached the ‘Sales of Goods Act 1979'!
1. You cannot send an item if it does not contain the products stated on it or as shown on the photo.
2. My items are missing as a result of the perfume shops fault or lost at transport through a delivery company of your choice.
3. Where are my 2 samples?
4. You cannot leave a customer half way through an awful service by your delivery and online chat! You cannot refund only some of the items when I've truthfully given all relevant information requested from me.
5. Hands on my heart I will fight until I win this because I know this is not how I should have been treated. If a mistake is made they should try as a company should rectify it.

Order Confirmation [protected] [THEPERFUMESHOP:524725]

On 26 December 2020 at 17.28, Daniel (via email) stated "I can see that your parcel has been lost in transit. I can get this resent out for you and once dispatched this will be with you within 3-5 working days or I can refund this for you and once processed the funds will be in your account within 3-7 working days. "

I replied to Daniel 30 minutes later by email, confirming I would like a refund.

Having received my credit card statement, and noting no refund had been made, I emailed Perfume Shop on 25 January 2021 requesting the refund. I have repeat emailed on a daily basis, requesting the money, but without success.

1- Order placed on the 17th of November and estimate delivery date was 24-25th of November
2- Sent 1st email on the 2nd of December as chat not available and no movement on the courier tracking since the 23rd of November.
3- Got an automated reply that I will get a contact from customer service within 24hrs
4- Sent 2nd email on the 4th of December as no contact
5- On 7th of December got reply from Latisha advising that the item was lost in transit and asked for refund or replacement advising that she can get this ‘'done right away'' for me and that for replacement it would be me with me within 3-5 working days from dispatch date.
6- I replied within 45 minutes of the email being sent to me, asking for replacement
7- On the 9th of December finally got through to customer service via chat to check that the replacement had shipped since I did not get any confirmation email. I got through to James who asked me again if I wanted a replacement or refund when I told him I was waiting for confirmation of replacement! As such, I asked again for replacement and this time I was advised that it would take 7-10 days to reach me because of numerous orders to process. Advised that since my initial order was placed on the 17th that it would be natural to expedite the order instead of putting it on backlog after all the orders being placed between the 17th of November and the 9th of December. He advised that he could not do anything but that I should expect the parcel within 10 days and a confirmation email within 24hrs.
8- I tried to contact customer service via chat on the 11th of December as I still didn't get a confirmation email from James confirming the replacement order being replaced, but no luck
9- On the 12th of December, I received an email from Nina replying to the reply I sent to Latish on the 7th of December advising that she will process a replacement, which means that James did not do it 3 days before !
10- We are now the 15th of December so 29 days after my order and I still did not get any confirmation that a replacement has shipped or even has been processed!
11- I spent within the last 12 month over £750.00 in this shop and experienced the most inefficient customer service ever.

Hello,

I placed my order for the perfume shop over 3 weeks ago. It had a bit of a delay which is understandable with this time of year. However my order finally arrived and 2 items (typically that are for my children) where not there there. I also didn't receive my delivery note stating what was inside my order! I have contacted the perfume shop numerous times and haven't had a response. I don't really know what to do now? But I will never use the perfume shop again! I would really appreciate SOMEONE to get back to me! Thank you. Bianca

Still don't understand what was the reason of ordering from your store. I ordered several perfumes 200 pounds worth and they didn't arrive. That's pretty expensive, don't you think? I was forced to buy same items from another store, more reliable, and spend another 200 pounds. I'm demanding you to cancel my order and refund my money as soon as possible.