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:07/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 needed an expedited shipping for a fragrance as a gift for my friend. However, the fragrance was marked delivered and did not arrive. I have checked with my neighbors and waited and still received nothing. It has also been over a week.I As a result, I did not have an immediate gift and had to go out to a store and buy a different gift instead. As a result Im out twice the amount of the cost the fragrance is. I have already contacted frangrance support and its been extremely slow.

  Business Response

  Date: 07/24/2025

  In response to your inquiry, we sincerely apologize for the experience you have had regarding this order and that it has not been received. We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank). We thank you for bringing this to our attention.

• Initial Complaint

  Date:07/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Purchased perfume with Apple Pay and received a confirmation email 30 minutes later, received an email that I had cancelled my own order as I had ordered it by mistake I rang customer service and they had no answer

  Business Response

  Date: 07/23/2025

  In response to your inquiry, we sincerely apologize for the experience you have had regarding this order. Our system is showing that the order was canceled using our self-service option via our website; however, we have been made aware that you did not cancel this order. We have submitted the order for review so we can attempt to locate more details regarding the cancellation. Unfortunately, once an order has been canceled, it is unable to be reinstated. We ask that you place a new order at your earliest convenience, and we thank you for bringing this to our attention. 

• Initial Complaint

  Date:07/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On 07/14/25, I ordered cologne (Order #*********) from Fragrancenet.com, paying $18 for guaranteed overnight shipping. Fragrancenet.com falsely confirmed shipment; *** received the merchandise two days later, only after my three calls and one email complaint. I have not received the product or shipping. Fragrancenet.com also falsely claimed to have refunded the shipping and provided a 10% discount, neither of which materialized.Violations of Consumer Protection Laws:Fragrancenet.com's actions violate several consumer protection laws:************************ (FTC) Act, Section 5 (15 U.S.C. 45(a))Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435)Michigan Consumer Protection Act (MCPA), MCL ******* et seq., specifically:MCL 445.903(1)(c)MCL 445.903(1)(e)MCL 445.903(1)(g)MCL 445.903(1)(s)MCL 445.903(1)(y)MCL 445.903(1)(bb)I have paid for goods and services not received, and the company made multiple false representations. I expect immediate rectification.

  Business Response

  Date: 07/17/2025

   In response to your inquiry, we apologize that your order was not delivered on time with the express shipping option chosen. Our records indicate that the 10% refund, as well as the shipping cost refund, was issued on July 16, 2025. A full refund was issued for the order on July 17, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We again sincerely apologize for the delay and we appreciate you bringing this issue to our attention. 

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Simply discontinuing financial abuse and deception of a customer does not resolve issues; it only brings an end to ongoing harm. It also required no less than 5 phone calls, hours on the phone, and multiple, repeated attempts to accept the bait and switch for a 10% discount. The company also violated the ***'s Holder Rule on missed delivery times, and did not offer a refund after their failure, which they were required to proactively do - its not something that's supposed to be done reactively after hours on the phone and furthermore, should not be sadled with merchandise return contingencies. I will be returning the item, after I have law enforcement examine it because it smells like alcohol and nothing more - certainly not the Prada cologne I've been wearing everyday since 2015

   

  **** *****

  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair 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 a cologne from ************* and it came in the mail half full. No big deal I returned this fragrance for an exchange bottle. The exchange bottle came in half full. They resealed the package I returned to them and sent it back to me. Unbelievable. Literally the worst way to practice business

  Business Response

  Date: 07/17/2025

  In response to your inquiry, we sincerely apologize for the experience you have had regarding a second item that was not completely full. We can assure you that all returned items are inspected and discarded if they are not in satisfactory condition. Our records indicate an RMA has been issued for the item. We have issued a full refund for the order as of July 17, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We apologize for any inconvenience caused and thank you for your feedback.

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 placed my order ********* on 7/2/25 for three sample perfumes in order to take them when traveling. I know the scent for all of them. When I received my package, the scent and color of Parfums de ***** ****** was completely different from the original. I reached out to customer service via messaging system and requests replacement of the original scent. Today, 7/12/25, the scent arrived and AGAIN it is the the original Parfums de ****** ****** scent! It is exactly the same as the first wrong order I received. Absolutely disappointing! I tried to send another message through the website, but every time I was given an error message when trying to submit the feedback. I am questioning authenticity of the perfumes and how the samples are being filled. I wonder how many customers who order sample perfumes without knowing what they should smell like are being fooled. I am asking to have the real PDM Sedley sample be sent, yet at the same time I no longer trust that they will send me the correct scent. The mistake already happened twice and trust is lost.

  Business Response

  Date: 07/15/2025

  Please allow us to begin with our apologies for any inconvenience this may have caused. Our records show that a full refund has been issued to customer, for this account. We ask that customer please respond and verify this refund.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:07/14/2025

  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.

  Recently, I have made a purchase and paid for expedite shipping (the Company claimed next day). I purchased and paid in the time window for this to happen. Two days later and still no product. Their policy needs to be updated if they can not fulfill their obligation. I reached out to them but received no response.

  Business Response

  Date: 07/15/2025

  We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. Our records show that this package was delivered on July 12, 2025. Since this package has not been received, we have issued a full refund to customers payment method. 

  Thank you

  Customer Service

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  This is absolutely unacceptable! My FragranceNet order, #*********, has never been delivered, and I am beyond frustrated!Eight agonizing days just for the order to ship was already ridiculously long. But then, ******, the delivery service in my area, proved to be an absolute disaster. Their tracking brazenly claims it was "delivered" to my front door, but the delivery proof picture itself shows the package carelessly left exposed in front of my door, not hidden at all, and without any doorbell ring, knock, or any attempt whatsoever to notify me! They just tossed it out in plain sight, completely exposed, without a shred of concern for whether anyone was home or for concealing it from public view.And of course, my package is now nowhere to be found. I am absolutely incensed with Ontrac's utterly irresponsible *********** top it all off, when I desperately tried to reach ************ customer service last night and again this morning, I couldn't get through to anyone! Your support was completely unreachable when I needed it most.

  Business Response

  Date: 07/11/2025

  In response to your inquiry, we apologize that your order has not been received. We understand how concerning this situation can be.  In light of previous claims received, as well as being provided confirmation of delivery by the courier, we request that you reach out to your bank for further assistance regarding this transaction. This step will help facilitate a thorough investigation into the matter and ensure that all parties involved can address any discrepancies effectively.  We will actively cooperate with your bank and will provide any requested information to help expedite the resolution process. Thank you. 

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I am quite confused and frankly, frustrated by your response. This is my very first order with FragranceNet, so I'm unsure what 'previous claims' you are referring to. Why am you asking me to contact my bank for a missing package that your courier clearly mishandled, as shown by the delivery photo? What exactly do you expect me to tell my bank for you to resolve this issue?

  ***** **

  
  
  
  
   
  

  Business Response

  Date: 07/15/2025

  Please note we have received customer response to our request. We will issue a refund to customer pay method for this non-received package. Refunds typically appear on accounts within 4-7 business days.

  Thank you

  Customer Service

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 not find my order on my account

  Business Response

  Date: 07/07/2025

  In response to your inquiry, our records indicate the order has been successfully placed and was shipped from our warehouse on June 30, 2025. At this time, the courier has marked the order as returned to sender; we apologize for the inconvenience. Due to this, we have issued a full refund to the method of payment on file. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for contacting us. 

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 some expensive fragrances from FragranceNet as a Fathers Day gift. The tracking showed it was delivered, but I never received anything. No one in my home accepted the package. I also checked with neighbors and reviewed our home security footage there was no delivery attempt made at all.I contacted FragranceNet to report the missing package, and only then was I told that it had supposedly been signed for. That was the first time I became aware of any signature, which came as a complete surprise because neither I nor anyone in my home signed for this.I also called their customer service line, and they told me to contact my credit card company. That response left me feeling helpless, and as if they were washing their hands of any responsibility, like I was being pushed aside rather than helped. As i don't believe this was a banking issue but a delivery issue instead.This order was meant to be a Fathers Day gift, and now that the date has passed and i have had to improvise and buy something locally, the gift has lost its meaning. Whats worse is the stress and financial loss from something I never received, despite doing everything right on my ****** kindly requesting a full refund, as the item was never delivered to me and I have no use for it anymore.

  Business Response

  Date: 07/03/2025

   In response to your inquiry, we sincerely apologize that your order has not been received and that you were not satisfied with the assistance provided. We have issued a full refund for the order as of July 3, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for your feedback. 

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 am writing to express my extreme disappointment regarding my recent Fragrancenet order, #*********. The tracking indicates it was delivered Thursday, June 12th, at 2:08 P.M. to a locker, which is simply impossible as my building does not have lockers. I've thoroughly searched the entire property, inside and out, and the package is nowhere to be found.I also tried reaching out this morning when your customer service was supposed to be online, but for some reason, they were completely unreachable. It's incredibly frustrating when you're dealing with a missing item and can't even get through to someone for help.I strongly suspect *** made an egregious error by delivering it to the wrong location, a clear act of negligence on their part. This was intended as a Father's Day gift, and the excitement of thinking it arrived on time, only to discover it's missing, is incredibly upsetting and frustrating.

  Business Response

  Date: 06/13/2025

  In response to your inquiry, we apologize that your order has not been received. We have filed a claim with *** regarding the information provided. We have also processed a full refund to the method of payment on file. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you for bringing this to our attention.