Adele W.

Review of The Fragrance Shop

Appalling customer service

I placed an order on February 11th via Paypal ready for Valentines Day which was flagged due to my email being different on my Paypal account. I contacted Paypal to change my email and TFS requested proof from Paypal of the email change. I contacted Paypal again who kindly provided the verification and passed it on to TFS. They then told me that my order could not proceed because the email was different when the order was placed.They have still not dispatched my order claiming it is due to the email being different. They have taken the first payment installment though. They have been giving me misinformation, been dismissive and everyone I have spoken to has contadicted each other. They now say I have to cancel my order and place a new order but until I am refunded, I cannot do this and my voucher for 20% off will have expired so unless I pay the extra subscription for the year, I will no longer recieve a 20% discount on my order.
Their customer service is appalling and they are rude, disrespectful and dismissive.
9 days later and this has still not been resolved nor have I been contacted by a manager as requested. Being told it is being 'escalated' but nothing happens. I am contacting them on a daily basis.