The Fragrance Shop

Disgraceful customer services in after sales. They are demanding l make a return in person on faulty goods when l have explained l am disabled & this is not easily possible ! All l requested was a free return bag/label & a replacement product. They have more to loose than me as they are discriminating, totally lacking in Customer Services and without empathy. I urge anyone to use an alternative perfume shop.

Staff are just so nice here and helpful to they know all their products and will do their best to get the best price for you

I want to say a big thank you to Summer for being so kind and helpful after I bought perfume and the spritz twist container for my handbag. I managed to break it and Summer arranged to replace it for me at a discount and also showed me how to use itr properly ! Thank you see you again soon Lovely Summer and Lynne :) excellent service and consideration with emails too - impressed !

Really lovely staff and so helpful but I can’t believe the heat in the store! Other shops in Churchill square are much cooler but I physically couldn’t queue for long in there as I was sweating, and had to actually leave. Staff were apologetic for the heat but they must lose so much business when busy as I heard so many customers complaining about the heat. Feel bad for the staff too

Couldn’t complete the order, never refunded me until I spent 40 mins on the phone. Then the replacement order sent to wrong address. Customer Service agent was uncaring and rude. DM chat useless and that’s being kind. This company doesn’t care!I’ve been left to chase my order through the Royal Mail system. TFS did nothing to help.

Popped in here yesterday Brighton Store as my local store doesn’t stock Tom Ford staff are just plain rude the lady acknowledged me when I entered said she will be with me in a moment as serving a man in front yet then allowed 3 people to push in front completely ignored me and also the other staff member looked at the person behind me and asked them how she could help am I invisible? after 20 mins I walked out there was only myself and one other customer to start with I will never go back in this shop

Helpful staff, not pushy. Enjoyable shopping experience.

Great customer service here, lovely girls that go above and beyond to help out! I don’t remember their names but it was a ginger, and a brunette girl.I came in to have a sniff at the Versace Eros EDT as I had been interested in it for a while. The brunette girl who was working alone at the time gave me a paper sample of it, as well as providing me with 4 other alike samples to see how the brands differ. She was incredibly helpful and I discovered some really nice new scents.On my second visit to the store, which is when the ginger girl was working alone, I was asked immediately if she could be of any help. I ended up buying a small 5ml trio of the Versace Dylan Blue, and Eau Fraiche, at a great price too.I find this store much better than any of the other aftershave and perfume stores in Brighton as they don’t throw popular brands in your face for commission; they have real taste!I can’t wait to make a return for the Christmas deals.

this is to buy perfume today. I came to the store and I still can't believe what happened to me it was a sales personnel with no work experience, I think the manager who made the sale was watching us with great attention and did not interfere in the dialogue in any way, although she heard all the conversations. Taking advantage of my distraction, they sold me as a perfume toilet, not as a perfume. Also, upon my request to refuse, the manager spoke to me and told me it was your choice. I chose between two perfumes, the testers, chanel and dior, I chose the dior and said I want the perfume essence. Even though they didn't have perfume in their stock, they didn't tell me this and they took advantage of my lack of English and my distraction. They were rude I bought the product and went home to try it, I opened the box and sprayed it a few times, I got very little smell on me and I looked at the box, it's not the perfume based one, it's the di toilete one. I came back 20 miles and paid the parking fee again and came to the store for change and they told me that you opened the packaging and they said we can't change it, I said I want the perfume-based one in response, you heard us, you were right next to us, why didn't you tell me why you didn't have it in stock? you sold me tolite like perfume because my english is poor and i trusted you and i didn't check the packaging sg I will call the police if you don't go, so I asked him to call the police and he said to the sales person, you go, he wanted to leave by taking his bag, so this person made the sale to me, so when the police came, I said let's talk together. maybe the employee did not have official permission a fraudulent and lying manager, I definitely do not recommend shopping from people with this mentality

Very rude staff for second time happen to me from the same member staff before you enter the shop she start telling you we are closing which mean dont even think of buying anything just go away .