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:12/19/2024

  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.

  My items were to be delivered within a week. The shipper will not give me a direct answer as to when I can expect to receive my items. I fear that I will not receive them before Christmas. ************* has an hour wait for customer service and its email link does NOT work. They obviously have gone with a very cheap shipper that no one has heard of. Therefore I expect ************* to make me whole by refunding the total amount. Since I cannot reach them, this seems inpossible. How do they merit an A+ rating from BBB is beyond me!

  Business Response

  Date: 12/19/2024

  Please allow us to begin with our sincerest apologies for the delay with receipt of this order and for any inconvenience this may have caused. Our records show that the order is currently in transit with the courier. The courier has posted that they are experiencing delays which is an unforeseen,circumstance. Since the courier will be making the final delivery, we ask that customer please contact us if this package is not received by December 21,2024.
  
  Thank you
  Customer Service  

• Initial Complaint

  Date:12/19/2024

  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 order two products from fragrance narkwt on decc3. the site said if made purchase by 12/8 that we will receive by ****. i checked tracking . last week it was still not in the country and spoke with dobeibe who guaranteed it will be here. i checked again mon,16th and no movement. i left several messages with no return call. finally i spoke with a lady claiming to be a supervisor and didnt care about my situation. her only suggestion. was to credit my account. no. they promised delivery. i ordered way before the deadline. now i have no presents to give. unacceptable. and you guys give them a A+ rating?? makes you guys look stupid. worst customer service ever.

  Business Response

  Date: 12/19/2024

  Please note we were unable to locate a current order in our system that verifies to the information customer provided. The order number is not related to a ************* order number. We ask that customer please confirm the merchant that this order was placed with.
  Thank you
  Customer Service

• Initial Complaint

  Date:12/19/2024

  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.

  Transaction date 12/16/24 for the amount of $297.56 Express Shipping to be delivered on 12/19/24 They created a shipping label but as of today 12/19/24 the item hasn't been given to the mail carrier to ship. I have called their customer service 5 times and each time waited over an hour on hold and no answer. I have emailed to info / order email and no answer. At this point I don't trust this company and will like a full refund.

  Business Response

  Date: 12/19/2024

  Please allow us to begin with our apologies for the delay with receipt of your order and for any inconvenience this may have caused. Our records show that your order has shipped and is currently in transit with the courier. We apologize for the delays that the courier is experiencing currently.We are awaiting the courier to update their site and continue the process of delivery. We ask that customer please reach out to us on December 21, 2024, if the package was not received.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/19/2024

  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 order from fragrancenet.com on 12/11/2024 and paid $696.77.on 12/12/2024 they email me said order shipped with *** and requested signature for deliverey. It marked delivered at 12/13/2024 5:47pm received by **** ***. But the problem is Im not at home that time how come it received by me? And also my family didnt get the package either. I contact their agent and they email me back said:due to numberous occurrences of package not being received, we are unable to issue a refund or a replacement for this order. This is an unacceptable reason because this is my first order. I request them to provide the detail about they mention numberous.then they email back with another reason is due to a matching signature being collected at the time of deliverey at the address provided .they unable to help. Its a so horrible customer service, i feel extremely insulted. Hope bbb could give a help to get my money back for the package i never received.

  Business Response

  Date: 12/20/2024

  Please note our records show that customer reached out to our **************** Team with regards to this purchase. The customer was advised to reach out to their financial institution to report this non-received package.  Once our Credit Team receives notification  from the customers bank, we will  offer assistance regarding this matter.
  
  Thank you
  ****************

  Customer Answer

  Date: 12/23/2024

  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: 

   I request seller provide me detail about the numerous pack not being received but they still not do it.  I know they dont have the detail because this is my first order. Seller didnt tell the true information and I didnt sign for the package. Please provide me a copy of signature for delivery please  

   

  **** ***

  
  
  
  
   
  

  Business Response

  Date: 12/26/2024

  Please note our records show that customer was asked to report the missing package to their payment provider. We are able to confirm that this dispute is currently under review with the provider and our Credit Team. Once the decision is  reached, we will be notified and customer will receive notification from *******.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/26/2024

  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: 

   I file dispute case with bank because seller said due to numbous not being received package so they not gonna assist me. But when I request them provide detail about what package not being received, they didnt provide me the information. Because I never reported missing package with them before   Its my first order. Seller didnt give truth information. I dont want waste time   Please help  thank you  so much 

  **** ***
  
  
  
  
   
  

• Initial Complaint

  Date:12/19/2024

  Type:Customer Service 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.

  Keep telling me out for deliverey by 9 pm changes each day to new date deliverey before 9 pm no information given when inquiring thru there prefered portal email.

  Business Response

  Date: 12/19/2024

  Please note our records show that your order has shipped and according to the information provided by the courier, the order was delivered today December 19, 2024. We ask that you please confirm this information and contact us if the order is not received.
  
  Thank you
  Customer Service
  

• Initial Complaint

  Date:12/19/2024

  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.

  I placed an order on 12/12/24 on the website, Tried tracking it on 12/16/24 and states awaiting pickup, Today still shows not shipped 12/18/24, I tried calling the phone number past few days, no answer and to call during business hours which i do, then it hangs up on you.

  Business Response

  Date: 12/19/2024

  We apologize for the delay with receipt of your item. Since the package has not been received, we have issued a refund for the non-received package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/19/2024

  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:12/19/2024

  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.

  I have bought multiple fragrances from Fragrancenet over the years and theyve always been authentic. I bought this fragrance from them previously and it lasts most of the day on me. The perfume I received on Dec *******, is not. It comes out of the bottle smelling very weak and is gone completely in less than half an hour. I suspect that somewhere in the supply chain a counterfeit product has been introduced without ************ being aware. I notified them via email of the issue and asked them to,advise me of the process to get a replacement bottle. They have not replied. I then tried to follow up with a phone call and repeatedly get a message that my wait time will be greater than ******************************************************************* their original wrapping can be returned. That is utterly absurd since the only way to know that there is a problem with a fragrance is to use it. The website states that the customer must pay return shipping. That is unacceptable for a problem I did not create.

  Business Response

  Date: 12/19/2024

  Please allow us to begin with our sincerest apologies for the condition in which your item was received and any inconvenience this may have caused. We have issued a full refund to customers pay method used towards this purchase.This item does not need to be returned.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/19/2024

  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:12/18/2024

  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.

  On 12/13/2024 I made a purchase for $703.62. The order was advertised as express 1-3 shipping. I have not received any status update. I have sent two emails to their customer service and no reply. There customer service phone line is also not taking calls. I would like my order please.

  Business Response

  Date: 12/18/2024

  Please allow us to begin with our apologies for this experience and for any inconvenience this has caused. Our records show that customer has been in contact with our **************** Team regarding this order. Unfortunately,the order has been cancelled due to lack of inventory and a full refund has been issued to customer pay method.
  
  Thank you
  ****************

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased the ***** Le Parfum 3.4oz for $115.55. Everything went smooth until it was delayed starting 12/12/24 in *****. I had this happen with 2 other purchases that they took my money and I never received product. Of course I went straight to look at reviews and first 3 I see I have attached. Im getting ahead of this because I know what the outcome is going to be. If I receive the proper product. I am a ok with paying but I have a gut feeling I am correct and wont receive this product and out all that money a week before Christmas. Which is a darn shame. Im going to have to go out and purchase again to make sure my kid gets the only present I could afford for him. I will dispute with bank but I want this only record with everyone that needs to know this isnt right that businesses get away with hard earned money and they think its ok because they say delivered or on transit when in fact it isnt. Very upset and just want resolution!

  Business Response

  Date: 12/16/2024

  Please allow us to begin with our apologies that your package has not yet been received. Our records show that your order is in transit with the courier. The courier has indicated on their site, that they are experiencing some delays. We do apologize for any inconvenience this may have caused. With efforts of allowing the courier to complete this delivery, we ask that you contact us on December 18, 2024, if your package is not received.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/18/2024

  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:

  As we all can see there is no attempt to deliver my purchase. They can return the item and they can refund me the $115.55. Doesnt take that long as NOTHING I have purchased or shipped out has taken that long to receive or delivered in general. 

   

  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 12/19/2024

  Please allow us to begin with our apologies for the delay with receipt of your item and for any inconvenience this may have caused. We have issued a refund to customers payment provider.
  Thank you
  Customer Service

• Initial Complaint

  Date:12/16/2024

  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 on Fragrancenet.com and they sent me an email claiming the package was shipped but really they just created a shipping label and **** has still not received it a week later. They will not answer the phone for assistance and they will not reply to any emails. I just want a refund.

  Business Response

  Date: 12/30/2024

  Please allow us to begin with our apologies for this unforeseen circumstance. Our records show this order was delivered today December 30, 2024 and a full refund has been previously issued. We ask that customer please confirm receipt of this package. If this package has been received, we ask that customer reach out to our **************** Team since a full refund has been issued and payment needs to be submitted.
  
  Thank you
  ****************