Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the Alt fragrances website January 2nd (order ALT1851314).I received the products and one of the fragrances did not suit me. I contacted Alt support to ask if there was anyway I could return the fragrance I really didn't like. They answered me, saying I can send it back. They provided me a return address and told me to include a note asking for another fragrance they can replace it with or to specify if I preferred to be compensated. I then went to the trouble of returning the fragrance (at my own cost, no return label was provided) and when I contacted them to know the whereabouts of my return they answered me they did not accept returns from consumers outside the **. I wrote back very angry as I was told to send it back for an exchange!!! No resolution has been offered and this is frankly terrible customer service. At this point all I want is a refund.If they couldn't help me, they should've told me right away when I first emailed them and not made me return a product at my own cost for them to keep the goods and not help me!!!!

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with ALT Fragrance in the evening of January 2, 2025. The morning of January 3, I emailed Customer Support to cancel the order. It was after I placed the order that I found out that the items I selected were not what I expected. I thought I was ordering 5 items that were 2oz each, but it turns out that was not correct. I felt the value was not there, so I emailed them to cancel my order. I did get a response stating that it will be tricky to cancel the order. I received my order on Jan. ********************************************************************* exchange. I was going to keep the perfumes, but I tried a few of them and they do not last more than 15 minutes. I made an error at not looking at the return policy before my purchase, but in my defense, I was not planning on returning the items. I would like to return the items for a refund please.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered perfume from this company and it arrived broken and leaking all over. It was ruined and I reached out to customer service. They won't help me with replacement until I pay out of pocket ton return a leaky prefume bottle through the mail. I asked for a prepaid label to get it back so I could get a replacement but they keep asking me to ship it back on my dime first. This isn't my fault as the product arrived damaged and leaking.

  Customer Answer

  Date: 02/13/2025

  The company responded to me and fixed the issue.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding Order ALT1857809-The fragrance leaked out all over the packaging, box, and packing slip. I contacted the company via email and included pics. I asked for a refund because at this point, it is too late for a reshipment-this was a birthday present! I am now having to go out and find a replacement gift. *** informed me that I could not have a refund, only a store credit or a reshipment-neither with benefit me.....I don't want to deal with this company anymore and a reshipment will not arrive in time. Reading these complaints, I feel this company is shipping out fragrances with loose tops, etc on purpose, this is how they are making their money and it is not right to scam customers like they are doing! I would like my money refunded! The customer service was also poor!

• Initial Complaint

  Date:01/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter purchased a bottle of perfume (Duchess 30ml/1oz by ******) as a gift for me for Christmas. The bottle she ordered and the bottle she received was incorrect. After seeing that the error was on the companys end, I initiated a refund. When attempting to, the website stated that a refund cannot be given but a credit can be. I was fine with that because I still wanted to receive the correct perfume that she had initially ordered. The website gave me a reference number and stated that the credit amount totaled $44.25. I packaged up the incorrect bottle received and had my daughter ship it back to company address given, even including the original shipping packaging that the company shipped the product in so it was easily identifiable as to who the customer was. Then, I attempted to re-order the perfume again, assuming I could use the reference number at time of check out to utilize the store credit. It gave me no option to enter that information at check out. I then contacted support via email (only option given). Neha, the representative that responded back, initially stated that the reason I couldnt use my credit was because I cant use a discount code and credit at the same time. So, I tried checking out without using a discount code but the results were the same. It wouldnt accept my reference number (credit). I reached out to her again regarding the issue and asked that she help assist me with the transaction as she stated she would. I requested her assistance as suggested but she keeps avoiding assisting me. All I need her to do is initiate an order for the perfume Im wanting, using the credit of $44.25 & ship out the correct item. I did ask her to honor the discount as a discount was used during the initial purchase, especially since the error was on the companys end. In each response from Neha, I received no help. Just delaying & pandering but no resolution. This company has stolen my daughters money & wont help us utilize it.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with ALT Fragrances on December 24, 2024, for two colognes: Reality and Daytime Drift, under order number ALT1829244. Despite multiple attempts to contact the company regarding the status of my package, I have yet to receive it.Recently, I received an email from ALT Fragrances asking me to close the chargeback once my order is delivered, but the tracking link provided remains the same and does not indicate any progress. I just want the package to be delivered as soon as possible.Due to the ongoing delays and lack of resolution, I have no choice but to proceed with the chargeback if my package is not delivered within three (3) days. I am seeking immediate delivery of my package or a full refund of the order amount. I would appreciate the BBBs assistance in resolving this matter.

• Initial Complaint

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered fragrances for Christmas from Alt Fragrances. I received confirmation & a tracking number. The tracking displayed that the package was delivered on 12/16/2024. The package was never delivered. I submitted a claim to both the merchant & the post office.Alt fragrances will not reply to numerous emails for refund or expedited new order.

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product was not as described and company refuses to issue a refund but only store credit. Their product is NOT as described so I do not want store credit for their incorrect product.

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a small business ideation/incubation and reached out to this business for potential product. I inquired about wholesale business, private label. Due to needing to actual observe the product firsthand to see if they would be a good fit for the business, I ordered what I identified in my email correspondences to be samples. I had some scent combinations that I wanted to try blending for business. I farmed for more information and received responses from the appropriate Alt Fragrances staff. After volleying via email, I ordered the particulars and when they arrived, I noticed the bottle had room for potential leakage, the sprayer wasn't quite as efficient as I would've liked, and the quality wasn't what the quality level for me. I went about seeking the return of the items, reasonably for refund, as I had not used the items at all, and as a traveling salesperson, navigated how to return fragrance items upon the pickup of their delivery. When I reached out, I got an email detailing instructions, which I followed prompts until it requested photo of the products, which I wasn't expecting. I was able to get back in front of the products since I was out of town and take the requested photos, including shipped package mailer they came in. During submission of requested materials, the return link had changed, it now had dubiously featured "expired" links, no longer showing them as available for return. Considering how I had initially contacted this business to be a prospective client, I immediately viewed this as deceptive tactic, because attempting to wear out rightful refund requests with website barriers is harmful to trust in customers, let alone potential business partners. I definitely was transparent on my part of trying to get the right fit, evaluating if their product in either wholesale or white label method would be best. To be handled this way is a turnoff, and I am requesting refund as they are unused, unfair response that it can be store credit only.

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/9-placed order ALT1684894 ($104.32)11/15-received order. Bottles leaking all in package, caps unscrewed and bottles not full due to leaking. Sent email to company 11/16- heard back from company, sent pictures and was told they would send replacement 11/19-told replacements shipped order ALT1711730 with tracking number.12/2-after multiple inquiries regarding where my shipment was because I needed it for 12/6, was told it was considered lost. Requested refund since no way order would be here by 12/6 as needed for and have yet to hear back from them after 2 additional follow up emails. They have no number to contact.