The Fragrance Shop Canada Reviews 

Pretty slow shipping, very minimal communication.
Ordered 3 colognes, received 2.
Sent an email, asking where the 3rd one is, no answer.
Probably that was my last order from them, there is many other places to do business with.
Good bye.

I rarely leave negative reviews, but my experience with this company has been disappointing enough that I think others should know.

Two of my three orders had issues on their end, yet instead of taking accountability, they labeled me a “problem customer.”

Order #1: My package took four weeks to arrive, despite me living in Toronto. They said it had been lost by Canada Post, which isn’t necessarily their fault. However, I had to follow up multiple times over several weeks before any action was taken. The replacement didn’t arrive in time for Father’s Day as I’d planned, but to their credit, they did eventually send one.

Because they ultimately made that right, I placed two more orders.

Order #2: One item arrived with broken seals and was clearly an open-box or returned product, despite being sold and priced as brand new. Another item in the same shipment had a badly damaged box, but I didn’t even mention that because I was planning to keep it for myself.

I contacted them politely about the broken-seal item. Instead of offering an exchange, they responded with, “Sorry the seal is broken, we understand it’s brand new.” That response made no sense.

They also claimed that they carefully inspect every item before shipping and, if they notice an issue, contact the customer first to confirm that they are comfortable receiving it. They never contacted me about the broken seals or the damaged packaging before shipping the order.

That makes their response even more contradictory: either the item was not properly inspected, or they noticed the issue and shipped it intentionally without informing me, hoping I wouldn’t bring it up.

Since I had purchased it as a gift, I asked if they could exchange it for an unopened one. If that wasn’t possible, I asked whether they would at least offer a partial refund to reflect that it was effectively an open-box or tester item. They stopped responding for a week.

After I followed up again, they reluctantly offered a $10 store credit toward a future order—which doesn’t even cover their minimum shipping cost.

When I finally requested a refund instead, I was told that “on almost all of my orders there has been a complaint or issue,” and that after processing my return, subject to whatever restocking fee their policy allows, I would be permanently banned as a customer.

The irony is that the “complaints” were all the result of issues with my order from their end-not me asking for anything unreasonable. If I pay for a new product, I expect to receive a new product.

I tried to support a local business and spent over $750 here. Instead, I got poor quality control, dismissive customer service, and was ultimately treated like the problem for expecting the products I paid for to match their descriptions.

There are so many better alternatives, including FragranceBuy, FragranceNet, PerfumeOnline, and even Jomashop. In my experience, they offer better pricing, better selection, and I’ve never had issues with them.

And before the owner responds by trying to dismiss or misrepresent what happened—as they’ve done in replies to other negative reviews—I have the photos, screenshots, and email receipts documenting everything I’ve described.

***Response to the company's reply:
The owner's response unfortunately reinforces why I left this review in the first place.
When I reported receiving an item with broken seals that was sold as new, I did not initially ask for a return. I first requested either an exchange or, if that wasn't possible, a partial refund reflecting that it was effectively an open-box item. After a week without a response, I was offered a $10 store credit toward a future purchase.

Only then did I request a return.

The "full refund" referenced in their reply was conditional. I was told to ship the item back using a prepaid label, after which they would inspect it. If they determined it had been sprayed even once, no refund would be issued, the item would be returned to me, and shipping would be deducted. If they approved the return, the refund would be processed according to their return policy, which allows for a restocking fee of up to 30% at their discretion, plus the shipping fee. They also informed me that my account would be permanently closed after the return. This is when I declined their proposed "resolution".

Their response also omits that they claim to inspect every item before shipping and contact customers if any issue is found to ensure they are comfortable receiving it. I was never contacted before being sent an item with broken seals.

Finally, they suggest my review contains inaccuracies without identifying a single one. I have the emails, photos, and screenshots documenting the events described above, and readers are welcome to draw their own conclusions.

The selection they carry is fantastic, but more importantly, the amount of testers they have readily avaialble is excellent, and sometimes too good, that when you go to pick up your order, you end up buying a couple of more bottles, just because you are able to sample the fragrences.!!!!

Friendly customer service. Love that you can sample before you buy for most fragrances. Will shop here over and over.

Purchased many times, very good price and quality

There is no better place for fragrances.

Great selection of popular hyped fragrances at some of the best prices around. Never overpriced like other nearby stores everything is priced fairly.

I felt inclined to write a review as I was very hesitant about ordering from here. I had never done so before and the perfume that I wanted was discontinued. I feared I would receive a counterfeit. Instead, I received the real product for a decent price and it shipped in two days. I was absolutely ecstatic! I hope to purchase from here again.

I've bought from them (in store) several times.

Lots of bottles out to test out what you like. The prices are good. Being in store makes the buying experience easy in general so it's hard to find anything to complain about.

Store is a little strange as it's half perfume and half computer/tech product. It is what it is and it's fine.

No idea how well their shipping is.

In-Store exp was good. Recommended.

As always.. Amazing service and authentic product. With amazing discounted price.
It is my favorite shop that I go for, always new product, they have a wide collection of designer and nish perfumes.

They've sold me expired perfumes twice and once sent the wrong formulation (I had bought specifically from their site because they were displaying the original formulation of a bottle... only to send me a different bottle that is known for not being as good as the original).

After these experiences, at bad bottle no3 I asked for either a refund, or an exchange at the very least. They first said they'd send me a shipping label, then ghosted me. I followed up a few weeks later and they told me that it 'wasn't worth it' and that I could pay for shipping if I wanted to!

Even mega companies, who could care less about losing one customer, provide better customer service than that. What a lame way to conduct business.

Great fragrance for fall and winter. The base note is so good. It has a good projection and great longevity. Highly recommended

Great Product, Great Service.

Very gd prices authentic products and gd communication for pickup at store

Customer support has been fair and resolution-oriented every time an order needed attention. Prices are competitive and shipping is timely. Shipments are well-packed with recyclable materials. After three orders with The Fragrance Shop in latter half of 2025, they've impressed me enough for me to become a repeat customer.

Very quick, efficient, and great service all-round!

Excellent choice of the high-end products I'm interested in as a fragrance collector. Efficient service and friendly/knowledgeable personnel as demonstrated in our telephone exchanges. And with next-day delivery to Quebec, now that was amazing. My one-stop shop!

Great experience! Kind and knowledgeable service.

Excelent service and price