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:12/12/2024

  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 am writing to express my frustration with the delivery of my recent order, #*********. According to your tracking information, the package was delivered to my mailbox at 10:10 AM on December 11. However, I must point out that my mailbox cannot accommodate a package containing three fragrances, and I never received it. It seems that either the delivery person mistakenly left it at the wrong address, or the package was stolen. Regardless, it never reached **** have made multiple attempts to contact your customer service through both phone and live chat, but unfortunately, I received no response. I was left waiting for an unreasonable amount of time, which only adds to my frustration. The lack of responsiveness and the poor customer service experience I encountered is unacceptable. It is incredibly disappointing to deal with such a situation when I was expecting a smooth transaction.For your reference, I have attached a photo of my mailbox below to show that it is not large enough to fit the package.

  Business Response

  Date: 12/12/2024

  Please allow us to begin with our apologies for the non-received package. In addition, due to our high volume during this holiday season, we are experiencing higher than normal volume. We have issued a full refund to your pay method for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/09/2024

  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.

  November 17th was the date that I bought 5 fragrances for $496.74. When I received the item, I noticed leaking, and then I noticed all the fragrances were damaged. I contacted the merchant as soon as possible to file this complaint. I was told to return it. I wasnt able to return due to the shipping carrier deeming the broken glasses and liquid as safety issues. The company then forced me to not reimburse me.

  Business Response

  Date: 12/09/2024

  FragranceNet.com is very understanding when it comes to damaged shipments since errors to occur in transit. However, due to the dollar amount of this order and all items inside where "broken glass" we did require photo proof to compensate fully. After investigating the photo provided, it appears it has been potentially edited or manipulated. Therefore, we are unable to offer compensation unless the items are returned. Once we receive them back, a full refund will be issued.

  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:
  

  hello I just received my mail . I was on vacation and now opening mail  . The merchant is saying that I need to ship it back however the post office deemed it as safety issue and wouldn’t take it back .i had to dispose of it . I don’t know how they concluded that’s my pictures are altered when there not. That’s a serious allegation especially with no proof . I now ask for them to show me proof that my picture are “ altered “ . I am not satisfied with these outcome .  
  
  
  
  ***** *******
  
  
  
   
  
   
  

  Business Response

  Date: 12/23/2024

  With understanding  the condition of the items received and the
  customers update regarding the items being discarded; we need to advise that
  customer reach out to the payment provider to report this issue and to file a
  dispute. Once we are contacted by customer’s financial institution, we will work
  with them to resolve this issue.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/20/2024

  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 November 14, 2024 I ordered a package totaling $138.17. The next day I was sent an email that the payment was cancelled and that I should reorder, I did just that. I have now received a shipping up update on the original order and no refund was issued. So I now have two of the same order pending ( I paid $143.52 for the second order) and no idea what is going on because customer service has not responded!

  Business Response

  Date: 11/20/2024

  In response to your inquiry, we sincerely apologize for the confusion that has taken place with your orders. The first order placed on November 14, 2024, was not canceled, one of the items ordered was unfortunately delayed. However, it was received and the order was shipped on November 20, 2024. A shipping confirmation was sent via email on November 20, 2024, at 2:37 PM EST.  The second order that was placed on November 15, 2024, has now been successfully canceled. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We apologize for the long wait times to receive a response from customer service as we are experiencing an unexpectedly high volume of inquiries. We are working to mitigate wait times as much as possible and sincerely appreciate your patience while we resolved the issue. 

• Initial Complaint

  Date:11/08/2024

  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.

  Submitted order # ********* on Oct 28th 2024 Delivery was not complete, so they issues a reorder on Nov 4th 2 day shipping.this order was delayed also.

  Business Response

  Date: 11/11/2024

  Please allow us to offer our apologies for the delay with receipt of your order and for any inconvenience this may have caused. Our records show that the courier has confirmed delivery of the second shipment on November 10, 2024. We ask that customer please confirm receipt of this package and contact us again if further assistance is required.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/30/2024

  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.

  Im reaching out about my order (#*********), which I placed on October 17, 2024. The tracking information shows it was delivered today, October 29, at 1:21 PM, but I havent received it. Theres no picture or proof of delivery, and its very concerning. My package is either missing or stolen!I tried contacting customer service around 1:45 PM PST after realizing my package was missing, but I ran into some issues. Your site says youre open until 5 PM EST, but the chat feature indicated it was closed at 4:30 PM. I also called and was placed on hold, only to be disconnected without any help.I can't believe how difficult it is to reach someone about my missing or possibly stolen package. This is absolutely unacceptable! The hoops Ive had to jump through just to get in touch with customer service are infuriating.

  Business Response

  Date: 10/30/2024

  In response to your inquiry, we sincerely apologize that you have not been able to reach out customer service department. We have been experiencing an unexpected higher volume of calls, emails and chats and are working to minimize the wait times as much as possible. We apologize that your order has not been received. We have issued a full refund to the method of payment used. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.

  Customer Answer

  Date: 10/31/2024

  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:10/29/2024

  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.

  Order status on company website states that the order was shipped yesterday. **** tracking states that only the label has been created and they have not received the package. After reading several complaints about delivery with this company, I am skeptical and would like this order cancelled and a refund given. I made an order and immediately tried to cancel it. I received an email stating that this order is not eligible for a refund! This is not their policy and it was minutes after I ordered it. I cancelled it because I read many complaints about them and am skeptical of ordering anything from them!

  Business Response

  Date: 10/29/2024

  In response to your inquiry, we apologize that the tracking information has not yet updated. Please note, tracking information can take up to 2 business days to be updated by the courier once it is picked up from our facility. The order shipped on October 29, 2024 at 12:41 PM EST. We ask that you please allow this timeframe to expire as typically tracking information is updated by the courier within 24 hours or so. Sometimes, depending on volume, it can take the full 48 hours. Once an order is placed, the order cannot be cancelled or modified due to the use of automated processing systems that we utilize. This information is disclosed within our policy on our website. We will include a link to this policy so you may review the information for possible future orders: *************************************************************. The cancellation policy will be toward the bottom of the page. The feedback regarding the courier chosen has been forwarded to the appropriate department.
  We will continue to monitor the order and reach out to the courier regarding updating the tracking information. We apologize for any inconvenience caused and hope that your order arrives safely and in a timely manner. Thank you.

  Customer Answer

  Date: 10/30/2024

  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:

   

  It is beyond 48 hours since the status says shipped and shipper still says they are waiting for the package 

  
  

  
  ******* ********
  
  
  
  
   
  

  Business Response

  Date: 10/30/2024

  In response to your inquiry, the courier has followed up with us and confirmed that the order is in transit. The tracking information that has been previously provided to you indicates the package is in transit and is out for delivery as of October 30, 2024. 
  Thank you.

  Customer Answer

  Date: 10/31/2024

  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:10/25/2024

  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 ordered a product from fragrancenet.com on October 14, 2024 (order *********, product: 50ml fragrance - ***** ************************ The product was delivered on October 18, 2024. The product I received is either expired or counterfeit. I have purchased the same fragrance several times directly from *****, and the product I received from fragrancenet.com does not have an equivalent scent - instead it is a completely different scent.

  Business Response

  Date: 10/25/2024

  In response to your inquiry, we sincerely apologize for the way your item has been received. All the products listed throughout FragranceNet.com are 100% original authentic brand names.  We only carry genuine designer brand name perfumes, colognes, haircare, skincare, and beauty products. Absolutely no imitations or knockoffs; and we pride ourselves on upholding this policy. Our remaining stock of this item as well as your complaint have been sent to the appropriate department for review. We have issued a full refund for the order to the method of payment used. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank).  Thank you.

  Customer Answer

  Date: 10/28/2024

  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. When I receive the refund amount of USD $81.89 to my Mastercard ending in 3062, I will consider this matter resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2024

  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 recently placed an order for 2 colognes, and for some reason my order arrived empty, just the box itself arrived. I called fragrancenet customer service a numerous amount of times yesterday but was left on hold for over a hour each time. When I finally got an email back this morning, I was told they wont be refunding or replacing my order even though I didnt get any of the items. I dont really know what to do now because my debit card company is telling me to figure it out with fragrancenet, and theyre telling me to dispute it. This customer service is honesty very disappointing because I was recommended to order from here by multiple people, I will never give this store another chance if Im going to be treated like this ON MY FIRST ORDER.

  Business Response

  Date: 10/25/2024

  In response to your inquiry, we sincerely apologize for the wait times you experienced while calling our call center. We have recently been experiencing higher volume and are working to deliver a faster response time to calls and emails. We apologize that your items have not been received; a full refund has now been issued to the method of payment used.  A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Additionally, a claim has been made with the courier as this is not a normal or frequent occurrence; and hope it does not happen in the future. We appreciate your business and bringing this issue to our attention. Thank you. 

  Customer Answer

  Date: 10/28/2024

  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:09/30/2024

  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.

  I am getting unwanted messages from the company daily and there is no place to send or opt out of the annoying messages. I have called their number only to have the woman tell me there is nothing that she can do to take me off of the contact numbers. I also sent a letter over a month ago to ask them to remove me and am still getting them daily. They need a place to unsubscribe to the unwanted contacts

  Business Response

  Date: 09/30/2024

  Please allow us to begin with our apologies for any inconvenience this may have caused. We have confirmed that your email address will be removed from our Marketing list as well as our physical mailing list.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/30/2024

  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 am writing to bring to your attention a concerning issue regarding my order number *********, which I placed on September 20. The order was scheduled to ship on September 26 and was marked as delivered yesterday, September 27, at 6:27 PM. Unfortunately, I did not receive the package.According to the tracking information and the delivery photo provided by ******, the order was reported to have been left outside my door. However, upon checking, I found no package. Additionally, there was no notification of delivery, as I did not hear a doorbell ring or a knock on my door. This leads me to suspect that my package may have been stolen.I have attempted to contact your customer service team via phone and the live chat feature but have experienced significant delays, with wait times exceeding 30 minutes without any assistance. Given the value of the order, which totals $500, I believe there should have been an option for signature confirmation, which could have potentially prevented this unfortunate ************ I am currently unable to resolve this issue through customer service, I am considering filing a complaint with the Better Business Bureau. I appreciate your prompt attention to this matter and look forward to your assistance in resolving it.

  Business Response

  Date: 09/30/2024

  Please note we would like to offer our apologies for the non-received package and for any inconvenience this may have caused.  Our records show that we have not received correspondence from the customer regarding this purchase. We have issued a refund to the original pay method used on this purchase.
  
  Thank you
  Customer Service