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
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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.
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
Excellent customer service
I've bought 3 different scents and I can't choose my favourite.
Customer service is excellent, I had an issue with dispenser which wasn't working, Adam sorted it out promptly and sent another bottle out straight away. Thanks Adam
27 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 had such a positive experience with our customer service. Whilst we apologise for the issue with the dispenser, it’s great to know Adam was able to resolve this promptly. Your support is truly appreciated.
Kind Regards,
Thomson Carter Team
Gareth managed the issue concerning the…
Gareth managed the issue concerning the invoice with Fed Ex at the Memphis, Tennessee, U.S. port. He worked diligently and with his professional assistance I got my order delivered to my home on April 27. I absolutely love my new perfume. Thank you.
1 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 with such diligence and professionalism in resolving the issue. It’s wonderful to know your order arrived safely and that you are enjoying your new fragrance.
Kind Regards,
Thomson Carter Team
I emailed the company as I was abit…
I emailed the company as I was abit confused, 1st time I have actually made my 1st order of them
Wasn't long at all when I received a email back from Gareth , he was so very helpful
And very polite, as I'm not that good with doing emails , haven't received the purfume as yet shouldn't be long , looking forward to the purfume hopefully it dose last all day .
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 assist you so promptly and provide clear, polite support for your first order. We hope your fragrance arrives soon and meets your expectations.
Kind Regards,
Thomson Carter Team
Great and distinct fragrances
Thomson Carter has some unique and refreshing fragrances. I am happy with my orders, and the delivery was prompt and well packaged. In addition, the sample fragrances are a very good way to try the different offerings.
27 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that you are enjoying the unique fragrances and that your orders arrived promptly and well presented. It’s also lovely to know the samples helped you explore our collection.
Kind Regards,
Thomson Carter Team
My issue with a shipping error was…
My issue with a shipping error was promptly, politely and efficiently resolved by Gareth to my complete satisfaction.
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 resolve your shipping issue promptly, politely, and efficiently. Your satisfaction means a great deal to us.
Kind Regards,
Thomson Carter Team
Thomson Carter - First Class Customer Service.
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 Shelby Lane arrived as Postcards From!! 🤦🏼♂️ From the moment I alerted TC the response has been amazing - particularly the help given by Nikki who despite my uselessness, remained calm, helpful and professional…..and sorted the whole situation!! First class from Nikki and TC in general, I cannot recommend highly enough. A++++
27 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are sorry to hear about the mix-up with your order, but delighted that Nikki was able to resolve the matter promptly and professionally. It’s great to know you are enjoying Shelby Lane, and your recommendation means a great deal to us.
Kind Regards,
Thomson Carter Team
Best service and best perfumes
I didn’t receive my order on time. My Order is misplaced at courier service but when I send email and Adam replayed and solve the issue I can say Super fast responds to your issue and resolves with your satisfaction.
27 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your kind feedback. We are sorry to hear about the delay caused by the courier, but delighted that Adam was able to assist you promptly and resolve the issue to your satisfaction. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
My order was delayed
My order was delayed. Alix was extremely helpful locating it and keeping me informed of the new arrival date. I received the lovely perfumes and was very impressed that Alix to the time to follow up and make sure it had arrived. Excellent customer service. So I love all the perfumes I have tried.. postcards from .. is my new favorite… absolutely gorgeous. I will be ordering more products.
24 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are sorry to hear about the initial delay, but delighted that Alix was able to assist you with such care and keep you well informed throughout. It’s lovely to know you are enjoying the fragrances, especially Postcards From. Your support truly means a great deal to us.
Kind Regards,
Thomson Carter Team
Gareth was so helpful
Gareth was so helpful, thank you, looking forward to receiving my order.
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 assist you so helpfully. We hope your order arrives soon and that you thoroughly enjoy your purchase.
Kind Regards,
Thomson Carter Team
Great customer service.
Received my first order in a timely manner, easy to order from their site. I ordered a set and it came with a great cosmetic bag. Order arrived yesterday so excited to try everything. I had to contact customer service about a small issue but it was quickly resolved by Adam. Thanks for your help and looking forward to ordering again.
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that your first experience with us was a positive one and that Adam was able to resolve your query promptly. It’s great to know you are enjoying the set, and we look forward to serving you again.
Kind Regards,
Thomson Carter Team
Excellent service!
The nozzle of the bottle had a malfunction, I contacted the customerservice of Thomson Carter , I spoke with Bilal who send me a new bottle which arrived a few days later! Now I can enjoy the scent of Smoke and Mirrors, also included were some samples and I really also love the scent "Postcards from" It is al long lasting scent.
Big Thump up for Bilal who replied very quickly!
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are sorry to hear about the issue with the nozzle, but delighted that Bilal was able to assist you promptly and arrange a replacement. It’s lovely to know you are enjoying both Smoke and Mirrors and Postcards From. Your support is truly appreciated.
Kind Regards,
Thomson Carter Team
Gareth was brilliant
Gareth was brilliant. Was very prompt with is reply. And sorted our issue out straight away. Excellent service. Thank you
27 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 so promptly and resolve your issue straight away. Your comments are truly appreciated.
Kind Regards,
Thomson Carter Team
Very pleased
I was very pleased with the help of sameer.
Dpd couldnt tell me where the package was an told me to contact the thompson and carter custumer service.
They reacted whithin e few hours and after a day of waiting they found it and i just picked it up.
I really like the parfumes and really wanted to try the new ones.
The custumer service is very good and fast hahaha so glad they found it but im confident they would come a aolution .
They have a new customer thank you sameer
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that Sameer was able to assist you promptly and help locate your package. It’s great to know you are enjoying the fragrances, and your support means a great deal to us.
Kind Regards,
Thomson Carter Team
Love your product very very much
Love your product very very much. The only issue I have is fed ex in Mississippi. My very first purchase I did not receive and you resent it to me express which I greatly appreciated. This last order again was held up for whatever reason and took a lot longer than expected which I was hoping for my trip. I want you to know that your product is outstanding and I will continue to use. Thank you for reaching out and making a delightful product.
28 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear how much you are enjoying our products. We are sorry to hear about the delays with the courier, as this can occasionally occur outside of our control, but we truly appreciate your patience and continued support.
Kind Regards,
Thomson Carter Team
They say that presentation is key...the…
They say that presentation is key...the presentation of my full size bottle was perfection! So decadent, so "fancy", I truly felt pampered, from the highest quality packing paper to the niceties, like the fabric pouch and jewelry pillow...just wonderful!
24 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your wonderful feedback. We are delighted to hear that the presentation made such a special impression and enhanced your overall experience. It’s lovely to know you felt pampered—this is exactly what we strive for.
Kind Regards,
Thomson Carter Team
It was great cologne but thought I was…
It was great cologne but thought I was getting free body wash as well.
24 April 2026
Unprompted review
Reply from Thomson Carter
Thank you for your feedback. We are delighted to hear that you enjoyed the cologne. We are sorry for any confusion regarding the complimentary body wash, as this can depend on specific promotions at the time of purchase. Please do reach out to our customer service team, who will be happy to assist further.
Kind Regards,
Thomson Carter Team
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