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:04/30/2024

  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.

  The product was listed on ****** and their website at $43.46 per bottle. I ordered two and paid via PayPal. When I received the invoice the total amount for the two bottles was $137.98 plus tax. In other words the total should have been $86.92. That's $51.06 over charge, plus the tax difference.

  Business Response

  Date: 05/01/2024

  Please allow us to begin with our apologies for any inconvenience caused by placing an order on our website. Our records show that the customer reached out with regard to the pricing of the item ordered. Our Team has explained in order to receive the offer on ****** for a particular item,  the customer must click on the image, the item would be automatically added to the cart and the corresponding coupon will be added to the shopping bag.  Our agents has confirmed that a $10 off coupon was originally applied to the order and the correct coupon was adjusted to the order. A refund has been issued to the customers account for the difference.
  Thank you
  Customer Service

• Initial Complaint

  Date:04/30/2024

  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 placed order #********* 3/24/2024 for products worth almost $600. The order was marked as delivered and signed for (I never signed for delivery and courier has no proof of delivery). Tried contacting FragranceNet about it on various occasions, they wont answer their phone number and their rude customer service reps just dare us to dispute the charge with our bank over email (when they do answer). They have been nothing but rude, unethical, and not willing to work with me (it seems to be a constant and regular issue amongst their other customers too). See attachments for proof of required signature and courier tracking page not showing my signature at all (other than my name typed in, which is not my signature and serves for no legal purposes).

  Business Response

  Date: 04/30/2024

  In response to your inquiry, we apologize that you have not received your package. Please note, a signature being provided to us by the courier is considered proof of delivery; however we have reached out to the courier for further information as to why the order was delivered without a signature being directly obtained by you. We have now 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).

• Initial Complaint

  Date:04/26/2024

  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.

  Did not receive my package that they confirmed was delivered. On 4/24/2024 I ordered from Fragrancenet.com. They updated tracking that it would be here on 4/25/24. On 4/24, the ontrac website went down but aftership confirmed it was delivered on 4/26/2024 but it was still 4/25 when that was confirmed. I kept emailing and trying to call that I didnt get my package. Spoke to a rep that refused to get a manager and hung up on me. Called back and spoke to another rep who said I would not get my new package or a refund until 7 business days later. When I originally ordered they were saying I would have my package in one day and now they are quoting 7 business days to get my new order. I would like my order received in the same 2-3 days I was originally quoted on 4/24 when I placed my order. I think I am being scammed at this point.

  Customer Answer

  Date: 04/26/2024

  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:04/25/2024

  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.

  Received a old batch. I ordered for years this perfume from other reputable companies. I contacted the company who makes the Item, *******, It was stated Fragrance.Net is not a Authorized reseller and they could not help me. The company Never answers the calls or emails. Order *********. I have been attempting a return since receiving the item. No response. Website has no return Address

  Business Response

  Date: 04/25/2024

  Please allow us to offer our apologies for the condition in which the item was received. We have created and emailed return information to customer. Upon receipt of the item, a full refund will be issued to the original payment method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/22/2024

  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.

  I purchased perfume from this company order number *********. My order was suppose to be delivered April 19,2024 and it was suppose to had been delivered to a parcel locker but nothing was in my mailbox. I contacted the company and they stated to dispute it with my bank.

  Business Response

  Date: 04/23/2024

  Please accept our apologies for the non-received package.We have issued a refund to your pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/24/2024

  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:04/18/2024

  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.

  I purchased a couple of perfumes from Fragrance Net on April 4th as a first time customer. The order number is *********. I paid $309.09 USD ($436.56 CAD). I received the package in a damaged and beaten up state. After opening each perfume I realized they came cracked and the contents were leaking from each of them. Right away I contacted the business. They asked for me to send them a photo which I complied with. After going back and forth with them I was told to return the damaged bottles. I notified them that the bottles were leaking and making a mess therefore I had already disposed of them since they posed a potential safety risk and I would not be able to send them back. They are being unreasonable and uncooperative and keep on insisting on returning the damaged bottles which I do not have. This is very disappointing and unacceptable for this business to hold customers liable for damaged fragrances. I am expecting a refund at this point so I can move on. Future customers can take note of this and keep in mind that this business will hold you liable for broken fragrances in transit and will not be of any help.

  Business Response

  Date: 04/18/2024

  Please accept our sincerest apologies for the condition in which the items were received and for any inconvenience this may have caused. We have issued a refund to the customers account for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/18/2024

  Type:Order 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.

  Date the order was placed was on 3/10/24 for order #*********. Found a better price for the item, did not open the box that was wrapped in plastic. Requested return form to return the item. Return label was created 3/13/24 #*******. Item was delivered back 3/25/24 to the warehouse. Contacted customer service in regards to refund on 4/8/24. They said it will take 14 business days. Contacted again 4/16/24, received a response Unfortunately, when processing your return we found that the box was empty and the returned item was not included in the shipment we received from ****** Please let us know if you would like for us to issue a new return label so the item can be returned for a refund. This company is completely a fraud, accusing customer for not returning the item when they even weighed out the package during the return. Absolutely ridiculous trying to get in touch with them every time only to hear this nonsense back from them. What a waste of time. The item was $110.70. I would like the refund in the original payment.

  Business Response

  Date: 04/18/2024

  Please accept our apologies for any inconvenience this may have caused. We have issued a refund to the customers original pay method.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/18/2024

  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.

  I have purchased 3 perfumes on line from fragrance. Net. As soon as I got it. The smell was so strong I contact them and they send me a return postage. I returned the perfumes back to them by March 5. I took a picture of package and where I returned it from. Today is April 17 and I still have not got back my refund back. I have called and emailed but as of today I have not got my refund back yet. I want my money

  Business Response

  Date: 04/18/2024

  Please accept our apologies for the delay with receiving the refund. We have confirmed with our Credit Team and the funds has been returned to customers Pay Pal account.

  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/25/2024

  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:

  No refund shows on my paypal account.
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 04/26/2024

  Please note we have confirmed that the customers account
  has been issued for the amount of $146.18. We ask that customer please review
  their PayPal account to verify this information.
  
  Case status:Closed
  April 10, 2024 at 11:26:32 AM EDT
  You have settled this chargeback with Vida K.Mouri
  by issuing a refund.
  Refund amount:$146.18 USD
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/15/2024

  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 want to file a complaint against Fragrance.net regarding a recent purchase Order number (*********)Tracking number (******************)Order total ($83.87)I have tried contacting them I was put on hold for 20 minutes!! Unbelievable rude customer service, upon receiving notification that the package had been delivered the package was nowhere to be found without any picture or signature.Despite contacting Fragrance.net for assistance and explaining the situation, they were uncooperative and refused to offer a refund or replacement for the missing package. I appreciate your help and hopefully no one else has to go through what I experienced Please let me know if any further information is required

  Business Response

  Date: 04/16/2024

  Please allow us to offer our apologies for the non-received package any inconvenience this may have caused. We have issued refund to the original pay method for this purchase.
  Thank you
  Customer Service

  Customer Answer

  Date: 04/16/2024

  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:04/10/2024

  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 order number is Order #*********, placed on March 28, 2024. Although the order was scheduled for delivery on April 5th at 3:33 P.M., I have not received it. According to the ******** tracking information, the package was purportedly delivered to my mailbox. However, the size of the package precludes it from fitting into my mailbox.Despite attempting to contact the company via email yesterday and receiving no response, I was able to engage in a live chat today. Regrettably, the representative advised me to initiate a dispute with my bank, which strikes me as unusual given that the responsibility lies with the carrier. I am unable to file an investigation as only the shipper, in this case the business, can undertake such an action. This situation appears to be indicative of fraudulent behavior.It is evident that my package was either stolen or misplaced. Furthermore, the discrepancy in the delivery notification, received at 9:57 P.M., contrasts starkly with the alleged delivery time of 3:33 P.M. I am profoundly disappointed with the entirety of this transaction and the level of customer service provided.

  Business Response

  Date: 04/10/2024

  Please accept our apologies for any inconvenience this may have caused. We have issued a refund to the original pay method for this purchase.
  
  Thank you
  Customer Service