Good to know about The Fragrance Shop

Customer Service Quality

The majority of the reviews praise the friendly, helpful, and knowledgeable staff members, indicating a strong focus on excellent customer service. There are mentions of specific staff members and managers who made notable positive impacts, such as Claire, Laura, Mehak, and Leon. This suggests that individual staff performance significantly contributes to customer satisfaction. However, there are isolated negative experiences, such as condescending behaviour from previous attendants or misleading practices about subscriptions, highlighting inconsistencies in service quality.

Product Range and Stock Management

Customers appreciated the variety of products available, with many mentioning specific fragrances and products that they were shown or purchased. The staff's ability to recommend and find specific items, even those not immediately visible on shelves, is also noted positively. The experience in Cambridge, where the staff found a rare fragrance, and the Sutton store's detailed guidance are examples. Nevertheless, issues with product availability (e.g., needing online orders) and suitability of supplementary items like gift bags suggest areas for improvement in stock management and understanding customer needs.

Shopping Experience and Environment

Several reviews commented on the positive shopping environment, mentioning well-stocked and organised stores. Positive interactions with staff and the welcoming atmosphere are frequently highlighted. However, there are mentions of long wait times and inexperienced staff affecting the overall experience, as noted in a review about a new staff member's lack of product knowledge. Customers value efficiency and well-trained staff.

Price and Value Perception

Mixed reviews were received regarding the pricing and perceived value. While there are positive comments about promotional offers, such as gift sets and membership discounts, some customers felt misled or dissatisfied with pricing compared to competitors, as highlighted in the criticism of a hidden subscription fee and the price comparison with Boots. Value-added services, like refillable travel sprayers and membership benefits, are appreciated but need clarity to avoid customer dissatisfaction.