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:01/02/2025

  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 ***** ***** perfume for a friend for Christmas the package came and we both opened the package that contains something other than what I ordered . I dont do drugs they sent me 2 small bottles of hemp and the receipt in the packages says ***** ***** I tried contacting them by emails no respond they never answer their phone . I want a refund or the product that I ordered .!

  Business Response

  Date: 01/02/2025

  Please allow us to begin with our sincerest apologies for receiving the incorrect item. Our records show that customer has reached out to our Team via email regarding this matter. We have sent a prepaid postage return label to customer so that the incorrect item may be returned. We are processing a reshipment for the item customer was expecting to receive. Email notification will be sent once the reshipment ships from our warehouse.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/30/2024

  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 an angels share and everything went very smoothly in which I appreciate. However, when I checked the package, it was empty. I dont know if this was a mistake but I'm pretty concerned and worried because I spent around 200$ on a cologne. Please help me. Thank you

  Business Response

  Date: 12/30/2024

  We apologize this item was missing in your shipment and we have issued a full refund. Please allow 3-7 business days for the refund to appear into your account.

• Initial Complaint

  Date:12/30/2024

  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 placed an order for a Christmas gift that was set to be delivered by Tuesday. Based on the tracking information it was delivered but I was home and did not see anything out front when I got the notification or hear any doorbell ring. I got in touch with my neighbors as well but nothing was found. I reached out to customer service, but the phone number is an auto-message asking to email and even though I sent multiple out I got no response. They advertise a live chat and a phone number on their website but neither works and instead everything is routed through an email that has not responded in over a week. They seem like a reputable company but the lack of customer service is frustrating, even a quick message that they are looking into it would be helpful

  Business Response

  Date: 12/31/2024

  Please accept our apologies for the non-received package. We have issued a full refund to customers pay method.
  Thank you
  Customer Srevice

• Initial Complaint

  Date:12/30/2024

  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.

  Hi there,I received a package from ************ and it was a couple cologne bottles. The bottles came completely damaged and it was shattered glass that had to be disposed of for safety issues. The company is now asking me to send back shattered glass which I have already called the delivery company and they will not accept shattered glass as a return in package. They keep telling me they need the items back to give me a refund while they sent me a damaged package that is a safety concern. I would like a refund for this as this is completely unacceptable by a company.

  Business Response

  Date: 12/31/2024

  Please allow us to offer our apologies for the condition in which this package was received and any inconvenience this may have caused.  We have issued a full refund to the original pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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:12/30/2024

  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.

  Ive made several attempts to reach out to customer service to inquire about returning my fragrance. To no avail. I purchased Cartier LHeure Convoitee on December 21st from Fragrancenet. It stated it was 30% off and cheaper than retail price. So I purchased it. I checked my TD account and noticed that 635 CAD was taken from my account. I right away tried to call to see how I can cancel as there is no way I would agree to pay double the cost that it actually goes for. I ended up going to ******* in the ************* in ******* and purchased it for only $380 after taxes. I would like someone to contact me as soon as possible so I can be issued a refund. I also dont understand how they can sell this bottle for over $200 the actual price and say this is a deal.

  Business Response

  Date: 12/31/2024

  We regret to hear that customer is not satisfied with their purchase.Our website allows our international customers the option to view item cost in their currency, prior to submitting the order. If customer is unhappy with the cost of the purchased item, it can be returned for refund to the original pay method.We have created and emailed return information to customer. Upon receipt of the returned item, a refund will be issued to the original pay method.
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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:12/30/2024

  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 the third time this business has failed to deliver my packages. Upon reaching out to their support team and providing address confirmation, they still have not provided a resolution to receive my package. Instead ************ shipped out another package with the same courier that keep failing to deliver my package and i am left with the same issue. These packages are gifts and I still have not received them two months later.

  Business Response

  Date: 12/31/2024

  We would like to express our sincerest apologies for the non-received packages. Our records show that the first package was not received,and our **************** Team sent a replacement package. Unfortunately, this package was also not successfully received. With these details, we have issued a full refund to customers pay method. We ask that customer please replace their order at their earliest convenience.
  Thank you
  ****************

• Initial Complaint

  Date:12/30/2024

  Type:Product 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 ******* ordered 8 perfumes from Fragrancenet.com but on Dec 11 only 3 perfumes got delivered and I tried contacting them via email and calls but no answer not until I messaged them in fb and they dont want to refund me the missing perfumes even tho my complaint was valid because on the tracking it says 1lbs and i sent them pictures of what I received. Never got my refund and never heard from them again and plus I sent the 3perfumes that I received from them because it was all either empty or brokenand no refund as well lol

  Business Response

  Date: 12/31/2024

  Please note our records how that customer has reported receiving the items however, requested return for some of the items. In addition, customer has filed a dispute their payment provider. Once the returned items are received by our Returns Team, we will issue a refund for the returned items.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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:

  [Your Answer Here] this company has a lot of complaints with the same issues! I dont know how this company still operates after so many complaints 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **********
  
  
  
  
   
  

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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.

  Order placed on December 22 and was promised 2-4 day shipping. Was charged the full price but have not received any order confirmation or tracking. Cannot reach the company through any of their listed contacts. When trying to call, I am told to contact them via email due to phone lines being full. Despite this, they have also been completely unresponsive via email.

  Business Response

  Date: 12/30/2024

  Please note our records show that we do not have receipt of this order in our system. I there was an attempt to submit an order, it was not successfully received. If customer has a pending authorization on their account, it will automatically drop and the funds will be returned to the pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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:12/28/2024

  Type:Product 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.

  To whom this may concern. I purchased product on 12/20/2024 and its now 12/28/2024. I have still not received my items. Which I spent $442.79 for products never received. I have reached out on several occasions and no response. It stated to email customer service at ********************* and I still have no response from the merchant. I would like my products that I purchased. If I can not get my products I want a full refund. This is the holiday season, and it was a gift for a few people. why take my money if your going to not send the products. at attached are my receipts.

  Business Response

  Date: 12/29/2024

  Please accept our sincerest apologies for the non-received package.We have issued a full refund to the original payment method.
  Thank you
  Customer Service

• Initial Complaint

  Date:12/28/2024

  Type:Delivery 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.

  First order from Fragrance Net. I purchased two bottles of the Clarins Double eye serum - one for club and one for home. Opened both never thinking i would have a problem. This product has natural ingredients but not in this case having a strong smell of chemicals and my under eyes and eyelids broke out... swollen and pink. Yes, they sure do sell brand names but that's now what's in the bottle. This product is not authentic and I would be more than happy to send it where it could be tested. The smell alone says enough. **************** is not good. No one answers phone and email is the same to send back unopened item...Well, I had to open it to find out how bad it was. Maybe some things are authentic but this was not. Not a company to do business with.

  Business Response

  Date: 12/29/2024

  Please note we would like to express our sincerest apologies for the condition of your items. We can assure you that the items sold at *************, are 100% authentic and we do not sell knock offs or imitations.Since the customer has expressed dissatisfaction with the items, we have issued a full refund to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/30/2024

  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,
  
  ********* *****