Complaints
Customer Complaints Summary
- 677 total complaints in the last 3 years.
- 230 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/28/2024
Type:Delivery IssuesStatus: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 3 perfumes but I havent received my complete order yet but on the website it showing me they delivered it and Im trying to contact them from last 2 weeks but they are not even responding to my Emails please take a strict action on it. Im very disappointed why they are not even taking any serious step to resolve this problem.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the incomplete order. So that we may provide customer with compensation for the missing item,we ask that they please provide us with the item description.
Thank you
Customer ServiceInitial Complaint
Date:12/28/2024
Type:Delivery IssuesStatus: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 online company on 12/12/24, my cc was charged that day for $68.39. I received an email from fragrancenet.com a confirmation of the order, indicating it had been shipped (document attached), then received an email from **** saying they have not received the item for shipping (document also attached). I've tried calling the company at the number they provided on their site: ************ and cannot leave a voicemail or speak with customer service. Their message is "contact us via email at ********************** which I did several times--all to no response. I have not received any response from this business so am at a standstill. This was a Christmas gift and of course Christmas has come and gone and I'm left holding an empty bag and being charged for an item I didn't receive.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package. We have issued a full refund to customers pay method.
Thank you
Customer ServiceCustomer 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,
********* *****
Initial Complaint
Date:12/28/2024
Type:Service or Repair IssuesStatus: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.
Good evening,Im reaching out regarding an order placed on 12/15. The website claimed free express 1-3 day shipping for purchases so I placed a $140.00 order expecting that it would arrive before Christmas. In the days leading up to Christmas I tried contacting this company multiple times to receive no response back. Finally on Christmas Eve I replaced the presents I did not receive from this company which ended up costing extra time and money (thats why people order from your company because your products are reasonably priced). The shipping label was created (doesnt mean it shipped) on 12/23 after multiple emails. I still have not received the order at this point. Im curious if people that placed orders after I did received them. I would really like a response from this company and not a generic email.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package. We have issued a full refund to customers pay method.
Thank you
Customer ServiceCustomer Answer
Date: 01/02/2025
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:12/28/2024
Type:Delivery IssuesStatus: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 with fragrancenet.com on 12/17/24. I got expedited shipping (1-3 business days). I have not received the item and am not able to reach the company. When you call their number, it says due to unforeseen circumstances we are unable to take phone calls, and ask that you email them. I have been emailing for over a week with no reply. My son ordered from the same website a couple days after me and has still not even received a confirmation email/order number, but his account has been charged. Like me, he cant reach them. My item did ship with Better Trucks (not a shipping company they list on their site), and it has been sitting in a different town for days. Then today it said delivery attempted, which is not true. We live in ****, **. Delivery attempt was in *********, **. I want a refund, as does my son. Attached is the info from my purchase. My son will file a separate complaint.Business Response
Date: 12/29/2024
Please allow us to begin with our sincerest apologies for the non-received package. According to the information provided by the courier,the package was delivered to the correct city and state. Since customer has not received this package, we have issued a full refund to the original pay method.
Thank you
Customer ServiceInitial Complaint
Date:12/28/2024
Type:Service or Repair IssuesStatus: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 placed an order with fragrancenet and received shipping information on 12/16. I have yet to receive my purchase which was supposed to be arrive in 1-3 business days. The **************** number has a recording stating that no one can answer phones and to email them. I have emailed them and the shipping company and haven't received a response. I honestly just want my money back at this point. I do not want to do business with a company like this.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package. Our records show that a full refund has been issued to customers pay method.
Thank you
Customer ServiceCustomer 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:Delivery IssuesStatus: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 placed an order for two bottles of cologne, which was supposed to be delivered by Sunday. According to the tracking information, a delivery photo was provided, indicating that the package was left at my door. However, when I arrived home later that day, there was no package to be found.I immediately attempted to reach out to customer service, but all my attempts were unsuccessful. I called the phone number listed on their website multiple times, only to be told to email their support team and then disconnected the call. I sent several emails, hoping to get assistance, but I received no response.This was an incredibly frustrating experience, especially because this was a last-minute Christmas order. I needed the cologne for a special gift, and now, I am forced to buy the items from another retailer at the last minute.The lack of customer service and resolution has left me feeling extremely dissatisfied. I expected better from a company that promises reliable service, especially during the busy holiday season. At this point, I am left without my items, no explanation, and no support. I am extremely disappointed and will not be ordering from FragranceNet again.order#*********Customer Answer
Date: 12/28/2024
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:Delivery IssuesStatus: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 several products from Fragrancenet.com during their Black Friday sale. The total was $144.04. When the box arrived, it was absolutely empty. I called customer service and after a 3 hour hold time, finally spoke with an agent who was able to replace the order and resend. I received an email from both ****** (delivery service) and Frangrancenet that my order was delivered at my front door on 12/15. I never received anything. Not only was my family home, my front door was open because the weather was so warm. My dogs never barked, none of my security cameras show anyone on my property that day, and my neighbors did not get the box. Additionally, my Shop app shows every delivery made to my address yet it does not list this box at all.OnTrac researched the delivery and told me to contact Frangrancenet. I have tried calling them over five times this week and they have a recorded message that says they are not accepting calls right now and to email them. I emailed them over a week ago and have had no *********** ADDITION to all thisOn the same day that the Fragrancenet agent replaced/resent my first order (12/12/24), I placed a second order for additional product. The company charged me an additional $75.31 and that box had also not arrived . There is no order number listed for it, yet Fragrancenet has taken the money from my account. I just want a refund. *** purchased from this company for nearly 20 years but this situation messed up my Christmas gifting.Business Response
Date: 12/29/2024
Please allow us to begin with our apologies for the condition in which the initial package was received. As indicated within customers details,a replacement package has been sent to customer. With regards to the alternate purchase,we checked our system and we are unable to locate this purchase. This order may not have processed successfully into our system. If there is a pending authorization on customers account, the authorization will drop from the account and the funds will be returned to the account.
Thank you
Customer ServiceCustomer Answer
Date: 12/30/2024
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:The company responded that a replacement package was sent. My complaint is that the replacement package was supposedly delivered on 12/15/24 but it was not. As previously stated, I did not receive any products from ************ at all. I either need to receive my order or get a full refund. I have proof by security video that no box was/has been delivered.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** ************
Business Response
Date: 01/02/2025
Please note as previously stated, we have created and sent a replacement for the reported missing items. Since customer has indicated that these items were not received, we have issued a refund to the original pay method.
Thank you
Customer ServiceInitial Complaint
Date:12/27/2024
Type:Delivery IssuesStatus: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 2 bottles of cologne and I really needed them to be delivered before christmas, it was marked delivered by ONTRAC on saturday 12/21/2024, BUT I DID NOT RECIEVE THIS ORDER. They left no delivery picture, nothing it just says delivered. I am the super of the building, no package has ever gone missing in my building except for this time from fragrance net. Their phone lines do not even work, and I tried contacting them through emails sending them an email 7 times, but I still did not receive any answer. The fact that they don't even communicate with the customer is absurd, and there is no one to help. Their company is based on lies and there is no support. It was such an expensive order and I really needed it before christmas, yet there was no one there to help me.Business Response
Date: 12/27/2024
Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method for this purchase.
Thank you
Customer ServiceCustomer Answer
Date: 12/27/2024
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:12/27/2024
Type:Delivery IssuesStatus: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 12/14/2024 I bought online from *************** LACOSTE EAU DE LACOSTE L.12.12 MAGNETIC EDT SPRAY 3.3 OZ.for Men Item #******. On 12/23/24 I received an email from *************** saying that my order arrived a 7:46 pm that day. I checked my door and mailbox immediately I the cologne never arrived. I made a complaint with the delivery company and this is what they answered:Thank you for your inquiry regarding ***************. Our facility researched this package and after an extensive search of vehicles and facility premises, was unable to locate your package. We apologize that this package has been deemed lost. At this time, please contact your seller for further assistance, and they can provide your next steps.I tried to contact *************** through their phone number and their email inquiring about my order and I havent received any response from them. Not even confirming that they received my email. At this point I want my money back!Business Response
Date: 12/27/2024
Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method.
Thank you
Customer ServiceInitial Complaint
Date:12/27/2024
Type:Service or Repair IssuesStatus: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 12/20/24, I ordered 2 fragrances from FragranceNet.com. I ordered Montale Full Incense priced at $80.99, and Givenchy Original priced at $44.39. I paid $11.13 tax, so the total which I paid to them was $136.51. On 12/23/24, I received notice of delivery of my order. The box felt way too lightweight and when I opened it, it was virtually empty. Neither of the fragrances which I paid for was in the box! The only contents were ***** crumpled paper, a few samples, and a shipping slip- nothing else! Of course, I tried calling them during business hours on the next day, but I repeatedly heard a message saying they were unable to accept phone calls at this time. Then I e-mailed them twice and have not received a response. These fragrances were intended as Christmas gifts for relatives who are leaving to go back home to Europe on 12/29/24. I was so disappointed not to have gifts for them. This company is not trustworthy, and I have since read many complaints that are similar to mine. Something is very wrong with this company lately. I ordered from them in 2016 and in 2019 and things went smoothly. That is why I trusted them. Now, I believe this company CANNOT BE TRUSTED.Business Response
Date: 12/27/2024
We would like to begin with our sincerest apologies for the condition in which tis package was received and for any inconvenience this has caused. Our records show that the items were packaged and shipped form our warehouse,with items included within the shipment. We have issued a full refund to customers pay method for this purchase.
Thank you
Customer Service
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