Many reviewers praise in-store staff for friendly, well-informed help and neat gift wrapping. When orders go smoothly, they are often dispatched fast and arrive well packed. Another group reports parcels that never turn up, incorrect items, or goods arriving damaged. Several customers also mention slow or unresolved refund checks and weak follow-up communication.
Examples from available reviews (Aug 2025 – Mar 2026).
Ayesha was polite, professional and very persuasive as a salesperson.
“Ayesha was a wonderful saleswoman, very polite and professional”
Quick delivery with helpful delivery updates and great customer service.
“Quick delivery, no messing. Updates on delivery , that's all you ask for .”
Order never delivered; complaint raised but no refund and poor communication.
“parcel was never delivered.”
Miss Dior bottle did not smell authentic and did not last.
“don’t smell like it and doesn’t last smells cheap”
Reviewers often single out staff by name for polite, patient, knowledgeable help in store. Many also mention fast order handling and careful gift wrapping. A noticeable group describes fulfilment problems such as orders that never arrive or turn up damaged, creating a sharp contrast in service.
Many customers say the prices are good and the purchases feel like strong value, often pairing this with comments about fast delivery. A smaller number raise problems with loyalty rewards and missing promotional items. Reports of points not being redeemed and samples not included appear, but less often.
Customers commonly describe the website as easy to use with a simple checkout. A few struggled with the personalisation tool. Negative reviews mention delays, added charges, and long delivery times, which makes the experience harder to use.
Several reviews claim problems with fragrance performance, including a bottle that "wears off within 2-3 hours" and scents that "don’t smell like it" or "smell cheap". A few isolated reviews mention receiving the wrong volume. Specific praise for long-lasting fragrance appears only occasionally.
Some customers highlight clear delivery updates and tracking when orders go well. More reviews describe slow or missing replies to questions, long-running refund checks, and complaints that go unanswered. Multiple reviewers mention no response and lengthy delays.
Reviews split between very positive in-store help and a set of serious problems with fulfilment and aftercare. That divide leads to uneven satisfaction. Praised staff alongside repeated issues with delivery and communication shape the overall picture.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Staff were lovely and helpful during the visit.
“The staff was lovely and helpful thank you .”
Ayesha was polite, professional and very persuasive as a salesperson.
“Ayesha was a wonderful saleswoman, very polite and professional”
Susan provided very helpful and kind assistance.
“Susan was very helpful and kind”
Staff asked if assistance was needed and were very nice throughout.
“came and asked if needed assistance and was very nice throughout”
Customer care was good and described as fantastic.
“Good customer care. Fantastic”
Staff were very helpful and offered great advice.
“Very helpful and they gave great advice.”
Quick purchase with fast delivery, gift received and competitive prices.
“Quick purchase, no problems, fast delivery. Great team. I even received a gift.”
Goods arrived as described, on time and nicely packaged.
“Goods arrived as described and on time, Also nicely packaged,”
Anika provided polite and helpful customer service.
“Anika was very good with her customer service polite and helpful”
Customer service was great and appreciated by the reviewer.
“Great customer service”
Item was as described and delivered quickly despite Royal Mail issues.
“item as described and delivered quickly, it would of been delivered very quickly if Royal Mail had delivered when they should!”
Denisa provided lovely, helpful and amazing service; customer will return.
“we were serviced by Denisa. she was lovely she helped me with all i needed help with and there was amazing service. i will be back”
The service received was excellent and positive.
“Excellent service!”
Overall experience was great and staff were really helpful.
“Great experience really helpful”
Liz provided brilliant assistance with a birthday purchase and was helpful.
“Liz was absolutely brilliant with him nothing was to much trouble”
Daughter had an allergic reaction; investigation and promised refund delayed and unresolved.
“It is the 16th February still no refund!!! Appalling!!!”
Service was really good and staff were friendly.
“Was really good and the people was really friendly too”
Reviewer recommends this company to others.
“Recommend.”
Product was great, well priced, and delivered quickly.
“Great product, good price and quick delivery. Thank you”
Package not received; delivery company investigating and resolution appears delayed.
“I did not receive my package and I'm not happy about it honestly.”
Geoff rates the Ilford branch 10/10 and liked the wrapping.
“His wrapping was also very good”
Received Dior Elixir that smells different and fades within a few hours.
“wears off within 2-3 hours”
Miss Dior bottle did not smell authentic and did not last.
“don’t smell like it and doesn’t last smells cheap”
Order never delivered; complaint raised but no refund and poor communication.
“parcel was never delivered.”
Perfume arrived shattered due to improper shipping.
“arrived shattered because of improper shipping”
Returned unopened perfume but refund has not been received after weeks.
“I returned an unopened perfume and still have not had my refund.”
Order placed November 3 not received and refund request unanswered.
“I ordered perfume on November 3rd and still have not received it”
Order repeatedly delayed and reviewer advises using a competitor.
“My order is repeatedly delayed to a point i doubt it will turn up.”
Parcel not received; Royal Mail missed delivery and no note left.
“Still not received my parcel its been a week since ordering”
Received a women's perfume instead of the men's aftershave ordered.
“I got women's perfume instead of men's aftershave.”
Items were missing and customer service did not respond for over a month.
“some items were missing from my package.”
Ordered a 50ml bottle but only received 30ml.
“Bought a 50ml bottle of perfume only got 30ml”
Order was missing and customer service ignored and was rude.
“They just keep ignoring me, the manager was rude!”
Delivery took a month, unclear preorder policy, but prices are good.
“My order arrived today, exactly one month and a day after ordering.”
Rewards points offers were not honoured and discounts unavailable.
“rewards gained from points means nothing”
Did not receive ordered perfume and customer service were unhelpful and rude.
“I never fot the perfume I ordered”
Delivery was delayed, extra charges appeared and refund process was difficult.
“the product was stuck at a depot in Dubai for a week or so.”
Communication was slow and they ignored refund requests for months.
“Awful, slow communication, 3 months worth of delays”
Perfume arrived quickly and is a Christmas present.
“Arrived very quickly”
Product arrived quickly and was well packaged, customer pleased.
“Very happy with purchase, arrived quickly & well packaged.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
The Perfume Shop is a UK retailer that focuses on branded and designer fragrances. It sells perfumes, aftershaves, gift sets, and related beauty products through stores nationwide and an online shop. Customers can use delivery options or click and collect from local stores. Checkout includes gift wrapping and personalised packaging. Product pages list bottle sizes and manufacturer details to help shoppers choose.