The Fragrance Shop

Loved the place with a good option available. I loved the way the people give you detailed inputs to select what best you can.

Visited the Staines store on Friday 15th June on my lunch break around 1pm. A young girl was working alone and on her mobile phone, she asked me to wait for a moment which I was happy to do. I assumed she was going to tell her friend she would call her back but she proceeded to order her burger and decide what toppings she wanted, I left. I was going to buy perfume so the brand missed out. Not sure why customer service is so poor these days?!

Beware when purchasing something from this store. Very unprofessional and unethical staff. I purchased 3 perfumes along with 3 vouchers membership from this store 2 weeks ago (16/10/2022) and was told by sales lady that I will get purchase receipt on the email that I have shared with her. (Email is correct as she cross checked with me). Now, after 2 weeks I went to the store to enquire about receipt as I want to buy more and want to check whether I will get any discount or not. But, the staff in the store clearly denied that the lady who served me that day is on leave, we cannot check anything, we are sorry, you might have shared wrong email, we are not in position to do anything. After this, I checked online on the fragrance shop for the same products and I came to know that there are 2 free gifts with those items and as paid cash for my purchases and don't have any evidence of purchase as was told that you will get receipts on the email. I have been cheated by that lady just for free gifts. So, be cautious when purchasing from this store.

After purchasing a fragrance (Versace Dylan blue). The lady at the counter of the Staines branch did not put a receipt in the bag or hand one to me. She took down my email to add me onto the loyal customers scheme and did not mention that a receipt would be sent electronically. But none the less I went back to the store and a different lady was in that day, she said nothing can be done without a receipt even after when I explained back to hear how the customer service was delivered the day before no solution was given. Mentioned to check cctv of me purchasing the fragrance, bear in mind it was untouched packed in original condition. Even offered to show bank transaction still wouldn’t help. Said to contact head office which they said as it is not an online purchase they can not help and to go back to the store??

Honestly very disappointed with the customer service. No one seems to be of help. Very quick to reject. I would understand if I had lost the receipt but I wasn’t given one to begin with. First of all the paper receipt should always be put into the bag when finishing the buying process. As both head office and the store can not help I am left to leave this review. Hopefully this way someone can help me out.

Very rude and very unhelpful. Like with others who have posted, I purchased perfume for my wife without realising that she already had this particular scent. Went to the Staines store today where it was purchased from and would not even entertain that the perfume was purchased from this store two weeks ago. Demanded the purchase receipt which I said was emailed to me but could not find it. Could easily have checked their system to see it was purchased from the store on 15 October 2022. Visited the Walton on Thames store and using my email address could see I had purchased this scent from the Staines store but could not do anything as it did not show the till code or transaction ID. Always had good experience with the Walton on Thames store.
Like I said very unhelpful and very rude at the Staines store and the lady will know who I am referring. Happy to take your money but no help at all when needed. You try and do your bit by purchasing from the High Street rather than online but at least the latter has an easy return or exchange process and do not have to put up with rude behaviour.
May just stick to online purchasing.

1/10 - sales service
0/10 - customer service
7/10- selection of products
1/10 - manners of staff
1/10 - politness of staff
2/10 - professionalism of staff
No greeting, poor comprehension. Do not even know their own products and offers
Very poor service overall.

Refused to give the free gift with the perfume until one has to be very assertive. Black and white large board telling otherwise! Like being in a working class drunk pub than in a shop in a shopping centre from a staff.
Very disappointed in the customer service from beginning to end.
Didn't even get the receipt to my email i told them and wrote twice in large capital letters.
Rubbish service.
Used to be so much better for years and years ago . Now this year totally different at this store.
Appalling service

Very polite staff members and various good fragrances. I can not remember the name of the staff that served me but she was brilliant in her service. She had a spot on for recommendations when I said that I am looking for a new fragrance and told her what I was using before. It was a nice new fragrance with good value for the quantity. It was a pleasure to deal with this girls.

The younge girl is polite and sweet . But the middle age lady today rude ! Never going back there. Rather buy in Boots for a little higher. Crazy woman !