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:06/14/2024

  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 June 12, 2024 I placed an order for three bottles of cologne totaling $232.15 and the order was confirmed and I printed out the receipt with the order number *********. The next day I received an email saying that the order was on hold and I needed to send an email back to this company with all my personal information and the credit card number and phone number to the credit card company as if I am some kind of fool. Why would anyone do this and risk having their info stolen?. I called your company three times in two days and waited on hold for hours to get a human being. Finally I got a human and she was told to cancel the order as she also said I need to respond to the email and I said there is no way I am doing that as the order was already processed and you had the info and it was confirmed as I had the email , confirmation, and, order number previously sent. She was told cancel the order as that was one of the choices on the second email. After cancellation, I checked with my credit card fraud **** as I noted that your idiots went and charged me a second time instead of cancelling. I confirmed this with my credit card company who stated that they have to wait to see what you do before going after you for fraud. In the mean time I have two fraudulent charges on my credit card for product that was never shipped to me. for a total of $ ******. I tried to call back to your company and was hold for 1 hour and never got a human to talk to so I sent you emails that were not responded too. Your company is a fraud- REFUND MY MONEY IMMEDIATELY ! i CAN AT ANY TIME UPLOAD ALL THE EMAILS AS PROOF IF NEED BE.

  Business Response

  Date: 06/17/2024

  Our records indicate, this order was placed on hold due to a dispute that was filed on their previous order. When a customer files a dispute, their account is marked, and future orders are manually reviewed for processing. We sent an email asking for the customer to confirm their address and the customer service phone number located on the back of the card. The order was cancelled as per the customer request, and we voided the pending authorization on their account. However, we do not see any duplicate authorization on our end. 

  Customer Answer

  Date: 06/18/2024

  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:

  This business is flat out lying about their own actions. The product was ordered and confirmed through email and a day later they put the order on hold and asked for personal information that had already been provided to them through their website when the order was placed! their second email asked for the same personal information along with credit card number and the phone number and address to the credit card being used. After sitting on hold for hours trying to get to a human customer service representative, I was was told that the only way to get the order processed and take it off of hold was to send the information asked for in the email. This company states that I had placed a dispute on the order and that is why it was placed on hold which is completely false!. They initiated the hold and demanded all of my personal information be sent through email. My credit card company contacted me to let me know that this company then put the charge for the order onto my card a second time two days later!. They are a fraud and Phishing for personal information as there is widespread complaints online. My credit card fraud ***** canceled my card without my knowledge and sent another card out but in the meantime several monthly expenses that go directly to my card were not made costing me late fees. this company needs to send the order that was placed free of charge for the hassle and late fees that I had to deal with. Let me stress this company is a fraudulent entity! If needed I will screenshot all the emails and post to prove that are lying about their actions and their phishing scam.

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

  Business Response

  Date: 07/01/2024

  We apologize for the inconvenience. Our records indicate this order was placed on hold just to verify the customers billing and shipping address,along with the 1800 customer service phone number on the back of the card used to purchase. We were asking for these details just to confirm the card holder is the one placing the order. There was a past dispute on the customers account from back in 2022, which is what initiated the hold on their recent order. 

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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.

  FragranceNet allows Canadians to shop their website, and shows the total at time of check out to be in Canadian. However, after agreeing to pay the amount in Canadian (while being aware this would be converted to USD on my credit card), I was then charged that amount at checkout in USD instead. (At checkout I was shown $28 ***, which would be $20 USD charged to my card. After submitting my order, $28 USD was shown on my credit card, and I was charged $40 Canadian instead). This is misleading and not what was agreed to at time of purchase. They are refusing to refund me the difference. Photo added is from today, not my actual order, but for reference of the *** pricing total shown at checkout. Amount paid is in Canadian below.

  Business Response

  Date: 06/07/2024

  We apologize for this experience and for inconvenience this may have caused. Our site allows our international customers to view their orders in their country currency, for reference. As stated on our website under the Help Section, all orders are charged in US dollars. Our records show that the customer was charged in US currency for $28.64.  With efforts of adhering to company policies,  and confirming the correct payment has been collected for this purchase, we are unable to issue a refund for the difference is currencies.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:06/05/2024

  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.

  I had ordered 9 different fragrances from this website. I received only 8. When I tried to contact the merchant through their chat they said they could not help me and that I should just file a claim with ***** I tried calling several times but, never have any customer service representative answer. I also sent two different emails to the merchant one, I had attached photos of how I received a small box that only had the one fragrance and some sample fragrances. The box was way too small to fit more than one fragrance and the picture showed my shipping label as well as the product received. I honestly just want my fragrances that I ordered. Dont need a credit or refund. The only item I did receive was Bvlgari Man Glacial Essence.

  Business Response

  Date: 06/05/2024

  Please allow us so to offer our apologies for the missing items within the shipment. We are taking action to rectify this matter by sending a replacement for the missing items. Our records show that one of the items, is currently unavailable for replacement. We have issued a refund to the original pay method for the ****** Gold ****** fragrance.
  Thank you
  Customer Service

  Customer Answer

  Date: 06/06/2024

  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:06/03/2024

  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.

  Because of their aggressive advertising to me email, I ordered 3 times the COMPLETE SKIN CARE SYSTEM of PRESCRIPTION YOUTH skin care products one on 07.27/2023, another on 08/04/23 and another on 10/17/2023 in the amount of $114.31, $114.31 and $118.12, totaling $346.74 I am a senior and have vision problems, but my sister noticed on Mother's Day 2023 when I gifted her 1 of the products, that the products had been expired since 10/2022.I had only used 2 creams from the 12 pieces contained in the 3 packages. I called the company and was told to send everything back (10 creams for face-daytime, face- night time and eyes day and night time. SO UI SENT THEM A PACKAGE WITH THE 10 CREAMS THAT HAD NOT BEEN USED AND I HAD ONLY USED THE *** CREAMS. I HAD A LONG *** INFECTION THAT I HAVE SEEN 2 OPHTHALMOLOGISTS FOR , NOT SUSPECTING IT'S THEIR *** CREAM THAT MAKE MY ***S TEAR AND RED.IT'S BEEN 2 WEEKS THAT I RETURNED THEIR PRODUCTS AND I HAVE NOT HEARD FROM THEM. BEING A SENIOR, MY MONEY IS LIMITED AND I AM VERY DISAPPOINTED IN THIS BUSINESS.PLEASE HELP!!!

  Business Response

  Date: 06/04/2024

  Please allow us to begin with our sincerest apologies for this experience and for any inconvenience this may have caused. Our records indicate that customer has been in contact with a member of our **************** Team with regards to these orders. We are in the process of working with customer and providing a refund option for the requested amount.
  
  Thank you
  ****************

  Customer Answer

  Date: 06/04/2024

  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:

  Nobody contacted me. I got an email that asked me to give them my checking account number and my routing number of the bank. I wasn't told how much they will refund me , but I sent back the products from 3 orders. THIS IS NOT 1 ORDER, THERE ARE 3 ORDERS THAT CONTAINED EXPIRED PRODUCTS.

  I NEED TO KNOW HOW MUCH THEY WILL REFUND AS THEY MAY REFUND JUST ONE ORDER INSTEAD OF 3. I HAVE SENT THE DATES OF PURCHASE AND ORDER NUMBERS AND PAYMENT METHODS. 

  I WOULD LIKE THIS TO BE RESOLVED SOON AS I AM LEAVING THE COUNTRY.

  
  THANK YOU

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

  Business Response

  Date: 06/11/2024

  Our records indicate we collected all the details, and a wire transfer has been sent to the account details provided. The transfer was sent on June 5, 2024. Please let us know if you have any other questions or concerns.

  Customer Answer

  Date: 06/11/2024

  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.
  
  I have just checked my checking account and noticed they just deposited the money in my account. So at this point I believe the case is closed. 
  I want to thank you for your help as I am a senior, retired teacher, and lately I am experiencing a lot of fraud and I am not prepared  to deal with it.
  
  Best ,
  
  ***********************
  

  
  

   
  
   
  
  

• Initial Complaint

  Date:05/30/2024

  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 inquiry pertains to order number *********. I ordered the *************** Bitter Peach fragrance but received an *********************** "Beautiful Belle" fragrance instead. After contacting customer service explaining the situation, I was provided with a return label to send back the incorrect product. Upon receiving the returned product, they emailed me stating that the package included a receipt from another store, which listed the purchase of two perfumes, including "Beautiful Belle." I clarified that the receipt was mistakenly left in the box I used for the return. I used that shipping box from months ago to ship my Fragrance Net order. Despite this explanation, I have not yet received my refund, and my emails have gone unanswered. Attempts to reach a representative by phone have also been unsuccessful. I would like to speak with a manager to resolve this issue and inquire about the status of my refund.

  Business Response

  Date: 05/31/2024

  Please allow us to apologize for this experience and for any inconvenience this may have caused. We have issued a refund to the customer original payment method for this purchase.

  Thank you

  Customer Service

• Initial Complaint

  Date:05/28/2024

  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.

  It was my first time purchasing off of fragrancenet.com after hearing good reviews of them online and thought they could be a trusted site to get my fragrances from so I placed an order (#*********) for overnight shipping and I see that it has been shipped but delivered when checking the tracking but there is no proof of delivery and I cannot see IF it was even delivered at all. So I just spent a handsome amount of money for an order I didn't receive. Very disappointed.

  Business Response

  Date: 05/28/2024

  Our records indicate, we have issued a refund back to your original form of payment in the amount of $424.65. A refund can typically take 3-7 business days to appear into your account. 

  Customer Answer

  Date: 06/04/2024

  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.
  
  My issue has been resolved. 
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/28/2024

  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.

  This company uses a delivery company Apple Express that drops off in the wrong location of the address ( back alley where they go missing) not front door and based on the tracking information available the package was dropped off at 10:41 pm while tracking said latest by 9pm. The item was not there in the morning. Instead of attempting delivery next day like normal companies if they running late, they dropped the package in the least safe and secure place and time. There's no option for signature delivery and that is the companies responsibility to offer that. I was refused a replacement or refund. I no longer wish to shop there and I'm asking for a full refund.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  I initiated a dispute with my bank for the charge in reference to complaint ID ********.
  
  Sincerely,
  
  ***************************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/08/2024

  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.

  Fragrance.Net shipped my order incomplete, I have tried reaching out to email and phone and they are unresponsive to both. I have been on hold for over 2hrs with no response. And no response to emails. I would like either a refund for the product that has not delivered or a resolution to the product that was not shipped. This is regarding order #*********

  Business Response

  Date: 05/08/2024

  Please allow us to begin with our apologies for the missing item within the initial shipment. Our records show that customer reached out to our Team and requested a reshipment for the missing item. Email notification has been sent to customer with tracking information.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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, I placed an order from your website with the following order number: *********. It was set to be delivered on 05/05 but I never received it. I contacted your email support and they said they cannot help me with this. I had issue with you before with another order which was never shipped: ********* so it was eventually canceled. I would like to request a refund at this point since this is not working for me. It is not fault that the first order had to be canceled and refunded because you never shipped it. I tried to be patient both times but this is unacceptable since I wasted time and energy trying ti resolve things since a couple weeks. Please check the correspondence in my account.

  Business Response

  Date: 05/07/2024

  Please accept our apologies for the non-received package and for any inconvenience this may have caused. We have issued a refund to the customers pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/07/2024

  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:05/02/2024

  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, I been a customer for years without any problems and have been satisfied with products I've ordered. Seems this time, there's a problem. I place an order on 4/23/24 and still when I check the site it says that my order is in the warehouse. I've placed several phone calls to customer service to remain on the line for close to an hour each time without speaking to anybody. I've sent several emails and finally got a response. This email seems skeptical from null customer service but here it is. null <****************** . Thank you for contacting Fragrance.com. Our records indicate that your order is currently in transit with the courier for delivery. With standard delivery, your package is expected to be received within 4-7 business days for delivery. This is not a guaranteed service, and it may take up to 10 business days. Please contact us back if additional information is required. Thank you, ****************************** ************************* replied to this email for tracking information, and no response. The site still says it's in the warehouse.

  Business Response

  Date: 05/02/2024

  In response to your inquiry, we sincerely apologize for the issues with this order. We have escalated the order to our IT department for further review regarding the issues/delays with processing. We have issued a full refund for the order to your method of payment. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We appreciate your business and hope you continue to shop with us. 

  Customer Answer

  Date: 05/03/2024

  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.
  
  Frangrancenet.com sent me an email today 5/3/24 12:05 pm that they are refunding my order.
   
  
  ***********************