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:08/05/2024
Type:Product 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.
Ordered ****** perfume. The perfume was NOT ******. It had no aroma. Called the company numerous times but no one ever answers. Want a full refund and will return the bogus product8Business Response
Date: 08/05/2024
Please allow us to begin with our apologies for the condition in which your item was received. We have processed a return and we have emailed customer a prepaid postage return label. Upon receipt of the returned items, a refund will be issued to the original pay method.
Thank you
Customer ServiceInitial Complaint
Date:08/01/2024
Type:Product 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.
Your delivery driver ignored the delivery instructions and put package on my front porch. Driver ignored the yellow caution tape across my front porch steps blocking entry to the porch. My delivery instructions were deliver all packages to side porch ( door).Business Response
Date: 08/01/2024
Please accept our apologies for the non-received package. Per the customers request, we are processing a replacement package to be sent to customer. We need customer to be aware that the delivery instructions are listed on the shipping label for the courier.
Thank you
Customer ServiceCustomer Answer
Date: 08/01/2024
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:What responce by the business ?
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Initial Complaint
Date:07/26/2024
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.
Failure to remove email address from mailing list even after asking to be removed. Has been over a week and still get emails dailyBusiness Response
Date: 07/26/2024
We have removed your email address from our list and you will not receive any future promotional emails.Initial Complaint
Date:07/23/2024
Type:Product 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 two colognes from fragranceNet. The tracking was continuously delayed. Today I was notified that the items were damaged and undeliverable into contact the shipper. So I contact the shipper they asked me if I want an exchange and I say yes. Then they tell me that they're out of stock of one of the items and that they cannot exchange. I asked them to provide me with a larger bottle of cologne since the one that I ordered is no longer available it is not my fault that it broke. They said they could not do that and instead refund it all of my money. I am upset because this business should offer more to the consumer when something like this happens. I have now wasted my time trying to give my business to them in waiting for and tracking a product along with contacting them to make it right. To refund my money does not make this situation even. I would like additional compensation for this lackluster customer service, for the destroyed product never arriving, in my wasted time doing business with this company.Business Response
Date: 07/23/2024
We apologize your order was not received and we have issued a refund for the full amount paid. A refund can typically take 3-7 business days to appear into your account.Customer Answer
Date: 07/23/2024
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: the product I purchased was destroyed and the company did not make whole by providing an item in lieu of the now out of stock item. I've wasted my time which needs to be compensated for.
*********************
Initial Complaint
Date:07/22/2024
Type:Product 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 purchased $264.67 in products from the seller. They used a 3rd rate shipping company, who delivered someone else's package. When I contacted the seller they took no action and told me to wait 8 more days before re-contacting them. I have the wrong package belonging to someone else and believe this company is not adequately responding. I want a full refund and they can wait 8 days before asking the shipper to return the package to them.Business Response
Date: 07/22/2024
We apologize the order was not delivered and we have issued a full refund. Please allow 3-7 business days for the refund to appear into your account.Initial Complaint
Date:07/19/2024
Type:Sales and Advertising 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.
After a purchase with FragranceNet and receiving their emails I decided to unsubcribe from their emails. I received an email confirmation that I'd been successfully unsubscribed and would stop receiving promotional emails within 48 hours. A week later I continue to get emails and I've contacted support twice. Again I'm assured I won't receive emails and yet again I continue to receive emails.Business Response
Date: 07/19/2024
Please allow us to offer our apologies for receiving any Marketing emails from our company after your unsubscribe request was received.FragranceNet values your business, and we treat these requests with most importance.We will do our due diligence regarding this matter and follow up with our Marketing Team to confirm this request.
Thank you
Customer ServiceCustomer Answer
Date: 07/19/2024
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:Yes. Please provide a confirmation once I've been successfully unsubscribed as my original request was sent several weeks ago. Thank you.
*******************************
Business Response
Date: 07/26/2024
The email address has been removed and an email confirming has been sent.Customer Answer
Date: 07/31/2024
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:07/12/2024
Type:Product 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 have placed three orders with fragrancenet, none of which were received.I've sent them several emails requesting assistance to no avail. Id like a full refund to my original payment method for the orders and to have my account and information deleted otherwise this will be further escalated, this is beyond unacceptable!!Business Response
Date: 07/12/2024
Please note our records show that there are 2 previously placed orders that has been cancelled and refunded. We ask that customer please confirm the following with their payment provider.
*********- the provider sided with the customer regarding the dispute the refunds in the amount of $211.68 has been returned to the customer.
*********- $285.22 this order has been cancelled and the funds has been refunded.
********** $266.91 this transaction has been voided and the authorization has been voided. We need customer to confirm this with their financial institution.
Thank you
Customer ServiceCustomer Answer
Date: 07/15/2024
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 bank has asked that I request a refund from the merchant, as a result the last two shipped orders have NOT been refunded or RECEIVED!! The merchant knows exactly which transactions those are as there are very few! It is requested that a full refund be processed or this will be escalated with legal action being a possibility!
*****************************
Business Response
Date: 07/18/2024
Please note, as instructed by our Credit Team, we need to advise customer to reach out to their financial institution with regards to the refund request. Our records show that we have received multiple claims of non-received packages on multiple accounts in our system. Currently, the customers account is under review with our Credit Team. Due to the customers ordering history, the request for refunds, needs to be resolved through the customers bank and our Credit Team. All pertinent information will be shared with the customer financial institution and resolution will be reached accordingly. In addition,we ask that customer move from this platform and take the required steps suggested so that we can begin resolving this issue. Refund request will need to be authorized by the customers Financial Institution.
Thank you
FragranceNet.comCustomer Answer
Date: 07/18/2024
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:Ive been in contact with my bank who has informed me that fragrancenet is legally required to issue me a full refund, if its not processed by the end of this week legal action will be taken. Id like for this to be settled so kindly honour this request or legal action will be taken!
*****************************
Initial Complaint
Date:07/09/2024
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 was told by **** that your company reused a label that I possibly made an order with. Which in return has caused an issue with the current order #********* I am so disappointed that I had to even email your company on this very deplorable matter. I purchase an item on July 2nd, please see the screenshots below upon me trying to check the status of this package it indicated that it's going to be delivered today but when I clicked on the *** website it indicated that **** is delivering it upon clicking on the tracking number they provided please see the screenshot below it stating that my package was delivered on June 18th 2024 to a partial locker. Well that's odd how can something be delivered already what I didn't place the order until July 2nd so I believe that my package has been stolen. I would like to get my package re-delivered to another address can you please contact me at the number belowBusiness Response
Date: 07/09/2024
Please note our records show that this order is currently in transit with the courier for delivery. This delivery was shipped using a 2-part delivery service for this order. At this time, the courier *** had first possession of this package and it has been handed to the US ************** for the final delivery. At this time, this package has not been considered lost as the courier has not made the delivery attempt. We ask that customer continue to follow the tracking for this delivery at www.ups.com with the tracking number provided.
Thank you
Customer ServiceCustomer Answer
Date: 07/10/2024
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 becauseFragancenet.com is so cheap they reused aa shipping label from a prior order this was explained to me by a postal service agent. Admit your wrong doing will not be purchasing anything else from this site
*********************************
Customer Answer
Date: 07/10/2024
I did not receive my order!!!!!!!!!!!!!!!!!!!!!Business Response
Date: 07/10/2024
Our records indicate your order was shipped with *** SurePost, which is a two way courier and **** will make the final delivery. Your package is currently with ****, you may refer to tracking ***************************Initial Complaint
Date:06/25/2024
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.
My items arrived completely damaged and stained with chemical *****. The bottles of cologne were cracked and glass shards were in the box. They are telling me that I need to return the products but I went to the carrier and they said I cannot ship back liquids and broken glass.Business Response
Date: 06/25/2024
We apologize for the inconvenience. We did receive photos of the damaged items from this customer. However, the items were not shattered,and the photos did not show any broken glass. We originally requested the items to be returned. However, as a one-time courtesy, we have issued a refund for this order. A refund can typically take 3-7 business days to appear into their account.Initial Complaint
Date:06/17/2024
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.
Ordered a bottle of cologne from the and got an empty box.tried to contact them multiple times by phone and email and no response.Business Response
Date: 06/17/2024
Please allow us to begin with our apologies for the condition in which the customer received their package. Our records show that customer reached out to our *************************** via email on May 24,2024. We responded and provided the customer the option of a refund or a replacement.We did not receive a response to our email. Customer has initiated a dispute for the charge of this purchase, with their payment provider. At this time, the case is still under review and our refund will not process until PayPal has completed their inquiries regarding this matter. If customer would like to obtain updates regarding this matter, they can reach out to their payment provider. In addition, please see the customers email and our response below.
Thank you
Customer Service
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