I had one 5ml sample spray missing, which I requested. Dropped a quick email to the “contact us” section on website. My previous experience with other company suggested I wouldn’t receive a... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have placed 3 orders for 2 different scents and have not only fallen in love with the scents, but also with the care that Thompson Carter takes with packaging. Every time I receive a package it is b... See more
Company replied
Package arrived to the US containing several items. One was damaged from shipping. Sameer was very helpful in resolving the problem by sending out a replacement product. You learn a lot about a compa... See more
I’ve recently discovered Thomson Carter and have tried a variety of options……without doubt Shelby Lane has been the favourite. Unfortunately due to a ‘mistake’ at Thomson Carter my recent order of She... See more
Company replied
Company details
Written by the company
Explore the world of Thomson Carter and its exquisite selection of fragrances and accessories for both men and women.
Contact info
Thomson Carter, Craigstown Industrial Estate, BT412PT, Randalstown, United Kingdom
- hello@thomsoncarter.com
- thomsoncarter.com
4.7
Excellent
7K reviews
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I absolutely love this brand and its…
I absolutely love this brand and its packaging!! I’ve bought large ones of Rougue Avenue x2 , Lilium Blume and samples of Santal Oud and Bois De Santal… I LOVE THEM ALL!!
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are absolutely delighted to hear how much you are enjoying our fragrances, and it’s fantastic to know that Rogue Avenue and Lilium Blume have become favourites. It’s equally pleasing that you’ve loved the samples as well. Your enthusiasm and support truly mean a great deal to us.
Kind Regards,
Thomson Carter Team
The scents are new and fresh
The scents are new and fresh. I always receive compliments.
30 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that you are enjoying the freshness of our scents and that they are earning you such lovely compliments. Your support is truly appreciated, and we’re pleased to be part of your fragrance experience.
Kind Regards,
Thomson Carter Team
Huge shoutout to Alix at Thomas Carter…
Huge shoutout to Alix at Thomas Carter Company! I had a problem with a damaged product, and she went above and beyond to fix it fast. Super responsive, professional, and easy to work with. I already love their products, and this level of customer service just makes me appreciate the company even more. Highly recommended!
30 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are sorry to hear about the initial issue, however we are delighted that Alix was able to assist you so promptly and go above and beyond to resolve the matter. It is especially pleasing to know that this experience has further strengthened your appreciation of our brand. Your recommendation means a great deal to us.
Kind Regards,
Thomson Carter Team
I had one 5ml sample spray missing
I had one 5ml sample spray missing, which I requested.
Dropped a quick email to the “contact us” section on website.
My previous experience with other company suggested I wouldn’t receive a response.
How wrong was I.
Nikki from Thompson Carter responded the very next morning.
I was asked to provide a picture of the items sent and the packing slip.
Nikki was polite, professional and resolved my issue straight away.
The communication was excellent and timely.
The level of service is above and beyond.
Totally happy and would highly recommend.
Thanks Nikki.
30 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are sorry to hear that an item was missing from your order, but delighted that Nikki was able to assist you promptly and resolve the matter with such professionalism. It’s especially pleasing to know the communication exceeded your expectations. Your recommendation truly means a great deal to us.
Kind Regards,
Thomson Carter Team
Nikki really help solve my problem
Nikki really help solve my problem. I really appreciate everything she done for me
30 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that Nikki was able to assist you and resolve your issue. Your appreciation means a great deal to us.
Kind Regards,
Thomson Carter Team
Very pleased with
I emailed and Gareth replied so thanks to him the perfume is lovely came very quickly and was securely packed I will use them again thanks
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that Gareth was able to assist you promptly and that your order arrived quickly and securely. It’s wonderful to know you are enjoying the fragrance, and we look forward to serving you again.
Kind Regards,
Thomson Carter Team
Selfless service
I received the wrong item I originally ordered but Anas was super understanding and helpful and his hospitality made my satisfaction his top priority and fixed the issue right away. Very kind gentleman. I really appreciated that.
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear that the wrong item was initially sent, but delighted that Anas was able to assist you promptly and resolve the matter with such care and understanding. Your appreciation is truly valued.
Kind Regards,
Thomson Carter Team
Anas
Anas.
Really great experience overall. Everything was smooth and easy, and the customer service was on point. Anas was super helpful, quick to respond, and made sure everything got taken care of without any hassle.
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that you had such a smooth experience and that Anas was able to assist you promptly and efficiently. Your kind words are truly appreciated.
Kind Regards,
Thomson Carter Team
I made a mistake when placing my order…
I made a mistake when placing my order but Hassan helped me and corrected my mistake with immediate and professional help. This company is a top of the line company to deal with. I would recommend them and will use them again.
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that Hassan was able to assist you promptly and resolve your issue with such professionalism. Your recommendation truly means a great deal to us, and we look forward to serving you again.
Kind Regards,
Thomson Carter Team
Gareth
Gareth was very helpful in confirming my order for me. The site failed to do so.
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear about the issue with the order confirmation, but delighted that Gareth was able to assist you and provide the reassurance you needed. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
Not impressed with customer service
First time placing an order with this company. They advertise free shipping over €30 (about $35) but my $60 order showed a $13.90 shipping fee.
After several emails and a rude response from an agent, I give up -
29 April 2026
Unprompted review
Reply from Thomson Carter
Dear Customer,
Thank you for your feedback. We are sorry to hear about your experience and any confusion regarding the shipping charges. This is not the level of service we aim to provide, and we would appreciate the opportunity to look into this further and assist you. Please feel free to contact our support team again so we can help resolve the matter.
Kind Regards,
Thomson Carter Team
Gareth was quick to respons and let me…
Gareth was quick to respons and let me know my order was shipping soon.
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that Gareth was able to respond quickly and keep you informed about your order. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
Gareth was wonderful
Gareth was wonderful! He figured out what happened with my package and quickly resolved the issue I was having. He was super-helpful and a pleasure to work with. Thank you for your wonderful customer service!
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that Gareth was able to assist you so effectively and resolve your issue promptly. It’s lovely to know he made the experience a positive one. Your kind words are truly appreciated.
Kind Regards,
Thomson Carter Team
I didn't receive my package as it was…
I didn't receive my package as it was lost in transit. I assumed that it would be difficult (or impossible) to receive a refund since I live in the States, but thankfully I was wrong. Gareth immediately emailed me back, apologizing and providing me options to either cancel and get a refund, or resend me the original order. The lines of communication were open and responses were instant. Gareth did an excellent job going above and beyond, providing terrific customer service!
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear that your package was lost in transit, but delighted that Gareth was able to assist you promptly and provide clear options to resolve the situation. It’s wonderful to know you felt supported throughout the process. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
When I gotmy package the perfume bottle…
When I gotmy package the perfume bottle was broken and they gave me a refund without any problems Gareth was great in getting this problem resolved
24 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your feedback. We are sorry to hear that your item arrived damaged, but delighted that Gareth was able to assist you promptly and resolve the matter smoothly. Your kind words are truly appreciated.
Kind Regards,
Thomson Carter Team
I had accidentally ordered the wrong…
I had accidentally ordered the wrong scent and Waheed was very helpful to get it corrected in time.
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are delighted to hear that Waheed was able to assist you promptly and correct your order in time. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
Excellent and timely follow up!
Excellent and timely follow up!
I own a Luxury brand hospitality business in Chicago and have been in business for 40+ years. One of our leading products is customer service and I was quite impressed with the experience provided by Nikki and Thomson Carter...thank you!
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that Nikki provided such excellent and timely support, especially coming from someone with your extensive experience in hospitality. Your kind words truly mean a great deal to us.
Kind Regards,
Thomson Carter Team
I dealt with Arham in Customer Support…
I dealt with Arham in Customer Support about a delivery issue. He breaks any world record in regards to how quick he replied and how quick he resolved it. Arham is a credit to the company so thank you for your speed and professionalism
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that Arham was able to assist you so quickly and resolve your issue with such professionalism. Your kind words are truly appreciated and will be shared with him.
Kind Regards,
Thomson Carter Team
Fantastic Service with Thomson Carter
Fantastic Service with Thomson Carter, I’m huge fan of the fragrances , but I had a small issue with a delivery one time, and a guy called Gareth helped with my issue very fast and efficiently. Definitely be using these guys again I can trust the product and also trust the team
29 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that you are enjoying the fragrances and that Gareth was able to assist you so promptly and efficiently. It’s great to know you feel confident in both our products and our team. Your support truly means a great deal to us.
Kind Regards,Thomson Carter Team
Got there in the end
Customer service agent Gareth was the person who solved my issues, up until I dealt with Gareth my experience of Thomson Carter had not been very good, other agent Hassan messed up my delivery further which frustrated me even more but Gareth sorted everything out thankfully.
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your feedback. We are sorry to hear that your experience did not start well and for any frustration caused. However, we are pleased that Gareth was able to step in and resolve the issue for you. Your comments are important to us and help us improve our service.
Kind Regards,
Thomson Carter Team
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