Employees at a popular luxury perfumery chain ' Fragrance Lounge ' in Nairobi have come forward to raise shocking concerns about a work environment they describe as oppressive, exploitative and built on a foundation of mistreatment where those in management exercise unchecked control through verbal abuse, financial penalties, and discrimination. Employees at Fragrance Lounge in Nairobi have come forward with disturbing allegations of verbal abuse, discriminatory treatment, and exploitative practices by management. Workers claim they face long hours, unjust salary deductions, and racism, while attempts to speak out lead to retaliation.
Workers at the upscale fragrance retailer have described being subjected to relentless pressure, with excessive working hours, withheld commissions, and punitive deductions creating a culture of fear where any attempt to challenge unfair treatment is met with retaliation.
Staff members who reached out to us under the request of anonymity recounted instances where minor errors, such as failing to log complimentary gifts in the system, have resulted in hefty salary deductions, while those who speak out about these injustices find themselves targeted through arbitrary dismissals, intensified scrutiny, or deliberate exclusion from workplace benefits that are selectively awarded to a favoured few.
Some workers also disclosed that employees from certain ethnic and religious backgrounds, particularly those of Indian and Islamic descent, are regularly given preferential treatment, while those from other groups are subjected to stricter conditions and discriminatory practices.
Other sources confirmed widespread claims of employee mistreatment, with staff alleging a pattern of verbal abuse, including derogatory terms such as "bitch" and "retarded," directed at them by certain managers over minor mistakes.
Such behavior is said to come particularly from management figures, who are accused of showing a blatant disregard for basic professional respect.
Reports also indicate that some employees have been dismissed without prior notice, with the reasons being either vague or seemingly arbitrary. In some cases, workers have been penalized for minor errors, like discrepancies in stock cards, even when the products are still available in the store.
In addition to these abuses, staff members allege that certain perks, such as gifts with purchases (GWPs) and supplier-provided testers, which are meant to be shared with employees, are instead withheld. Fragrance Lounge owners Mohit and Nadia: The faces behind mistreatment and favouritism at the luxury perfumery chain
Workers report that the company has insisted that they undergo exams before being allowed to receive the free gifts from suppliers, a condition that many find unreasonable and exploitative.
Moreover, it has come to light that products intended as complimentary gifts for employees have been sold off instead, undermining both the morale and trust of the workforce.
Another grave issue reported is the delayed payment of commissions earned through supplier programs, which has left many employees financially strained and uncertain about the company's ability or willingness to pay its dues in a timely manner.
Even more concerning, employees have claimed that those who raise their voices or speak out against such practices are routinely targeted, facing unfair treatment whenever problems arise within the company.
It has also been reported that workers are routinely overworked, with 10-hour shifts becoming the norm, often with no lunch breaks provided. In some locations, staff members have been forced to manage the entire store alone during shifts, with no allowance to eat inside the premises.
Adding insult to injury, workers are charged Ksh 1,000 for each GWP that is not found in the system during stock takes, even if the item was given to a client and simply forgotten to be logged. These GWPs, provided by suppliers, are intended to be free gifts for customers, yet employees are unfairly penalized when they are unable to account for every single item in the system. Although the retail industry has faced economic difficulties, employees insist that the burden should not be placed entirely on them. "Hi Nyakundi. I feel compelled to bring to your attention the ongoing unfair and unethical treatment happening at Fragrance Lounge, owned by Mohit and Nadia. As someone who has witnessed this firsthand and spoken to many other staff members, it’s clear that the work environment is toxic, oppressive, and unjust. Staff are subjected to verbal abuse, with insults like "bitch" and "retarded" being hurled at them for minor mistakes. This kind of treatment, especially from Nadia, has become all too common. It's appalling that people are belittled over trivial errors, creating a culture of fear and humiliation.
There's also a concerning pattern of favoritism towards specific groups, particularly Indian and Islamic employees, while others face consistent and open discrimination. This practice is so blatant that it’s hard for anyone outside these groups to feel valued or equal in the workplace. The impact on staff morale is evident, and many are left feeling isolated and undervalued.
Some of the most troubling practices I and my colleagues have encountered include:
(1) Firing employees without notice – People are dismissed without warning or proper communication, leaving them without any chance to rectify issues or prepare for the sudden loss of income.
(2) Racism – The discriminatory behavior from some Indian staff members, particularly Nadia and Mohit, is a recurring issue. Staff of different ethnic backgrounds, especially non-Indians, are constantly sidelined, which creates a divided and hostile atmosphere in the workplace.
(3) Penalizing staff for minor errors – Small mistakes, like incorrectly logging stock in the system, even when the items remain in the store, lead to heavy salary deductions. These actions make employees feel as though they’re constantly walking on eggshells, afraid of losing their pay over minor discrepancies.
(4) Withholding GWPs (gifts with purchase) and supplier-provided testers – These items, which should be given to staff as part of our benefits, are being withheld unless we take and pass exams. These gifts, meant for employees, are being used as leverage, which feels wrong and manipulative.
(5) Selling items meant for staff as complimentary gifts – Items that should be given to staff as free gifts are being sold instead, going against company policy and disregarding the intentions of the suppliers. This is another example of the disregard for employee rights.
(6) Delaying payment of commissions – Commissions earned through supplier programs are often delayed for weeks or even months, leaving staff in financial uncertainty and unsure of when they will receive the compensation they’ve earned.
(7) Targeting employees who speak up – Anyone who dares to speak up or raise concerns about the treatment they’ve received is quickly made a target. Retaliation comes in many forms, including being singled out for mistakes, unfair performance reviews, or even dismissal.
(8) Overworking employees with long shifts – We are routinely asked to work 10-hour shifts, sometimes with only one staff member in the store. Not only does this leave us physically drained, but we’re also not allowed to eat inside the store, which is a basic right for any employee.
(9) Charging employees for missing GWPs during stock take – If a GWP isn’t found during stock take, we are charged Ksh 1,000, even if the item was given to a client and simply wasn’t logged in the system. This unfair penalty adds to the pressure, making it feel as though the company is looking for any reason to fine us.
We understand that business may be tough, but that does not justify mistreating employees. A workplace should be built on respect, fairness, and ethical practices. No employee should have to endure this kind of treatment just to keep their job."