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:04/08/2024

  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 placed an order on March 4, 2024 (order #*********). Order arrived March 12, 2024 and I asked to return two items on the same day. The following day my return was approved and an RMA issued that day of March 13, 2025. Return sent March 14, 2024, the following day. Per tracking provided on return label, return arrived at returns agent March 18, 2024. In between sending the return and it being received I got a new phone.I tried to log in with new phone but it kept telling me that my password was incorrect despite it being the same password. So I reset my password but after resetting my password it seemed as everything in my account was reset as well. The orders *** made this year are gone, there is no record of me having placed the aforementioned order and all of the points I had accumulated are gone as well. I reached out to the company through mail on multiple occasions (about three times if I recall correctly) and customer service barely reads the email let alone provide any resolution. They claim I have to wait 14 days for a refund despite the fact we are now at day 19 without any word on refund status. When I point out that I am having difficulties with my accounts, they apologize that I am having technical issues and never follow up with any solution to that problem. I am currently on the phone with their customer service and theyve been rude and completely incompetent. I have two accounts with 2 emails, one I made years ago and forgot about and one I made recently. I cant seem to be able to see anything on my accounts other than an order I placed in 2019, *** lost all of my points and it seems the only thing they can do is reset my password. I am never buying from this company again. I dont know if theyve facilitated the reset of my accounts so as not to have to credit or refund my return but it is ridiculous how difficult it is to get any help from their customer service. I want my refund and to never have to deal with this company again.

  Business Response

  Date: 04/08/2024

  Please accept our apologies for any inconvenience this may have caused.  A refund has *** issued to your original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/02/2024

  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.

  Hello I placed an order with fragrancenet Order# ********* tracking ****************** and it shows delivered 3/28. The apartment this order *** delivered to is not my apartment. Attached is a photo of the door and it has a door mat and wreath and I have neither. The door is open with a hose inside and that's not the inside of my apartment. *** is refusing to allow me to open a claim telling me fragrancenet must do it on my behalf. I drove my apartments and asked my apartment office for a second time if a box for Apt 219 has been turned in and it hasn't. I've ordered from fragrancenet for years and the address on the order is correct. It would have been for Dior Poison perfume $109.19.Order ********* is not returning an order found per the fragrancenet website. I placed this order and fragrancenet failed to send me a confirmation email (which I always get) so after a couple days I put a stop payment on the order because fragracenet is difficult to contact by phone and by email. I have now received the order and, according to their policy, need an RMA number to send the item back but fragrancenet's website is telling me this order (*********) cannot be found. likely because I never got a confirmation email. It was for (2) *********************** Black XS perfume, probably around ***** total. I would like a pre-paid label to return this item and I need this RMA number or the refund can't be processed.

  Business Response

  Date: 04/02/2024

  Please allow us to express our sincerest apologies for any inconvenience you may have experienced.  Since customer stated that order number ********* has not been received, a full refund has been issued for this purchase.  We have created and sent a prepaid postage return label to customer so that the items from order number *********,may be returned to our facility for full refund. Once we are notified by the Returns Team that your return has been received, the return will be processed, and the refund will be issued.

  Thank you

  Customer Service

• Initial Complaint

  Date:03/28/2024

  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 bottle of perfume this morning and the money was taken out of my account, however the page didnt update to give me a confirmation number and I never received a confirmation email either. I have tried to call the phone number and the number just rings. I also have tried to send an email three times and every time I press send I get an error message saying the page cannot be found, I have ordered from this company on several occasions and never had any problems so I dont understand whats going on right now. I would like what I ordered however, at this point Ill just take my money back.

  Business Response

  Date: 04/12/2024

  Please allow us to express our apologies for this experience while attempting to place an order on our website.  We have checked our system and we have not received a current order from the customers email address. If customer has not received a confirmation, the order was not successfully submitted into our system. If the customer is showing a pending authorization on their account, these funds will be returned to their account as we are not charging for an order that was not received. In addition, customer can reach out to their payment provider to inquire about the pending authorization.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/28/2024

  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.

  Order ********* I cancelled the order but the company cheats you by charging in USD and charging different conversion rate for purchase vs refund.Just imagine the amount of money they must be making.I ordered and cancelled with in 20 minutes.I was charged ***** CAD but refunded *****.

  Business Response

  Date: 03/28/2024

  Please note FragranceNet is a ** based company and orders are charged in ** currency. This information is posted under the help section on our website. Our records show that the order has been cancelled and the account has been refunded.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/21/2024

  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.

  On march 14th I made a purchase by recommendation on fragrance net by a friend who swore by there hospitality and fast shipping. So with complete confidence I made my purchase. Im currently out of town so I had a note to leave any packages over the gate. I checked the tracking for my order at 2pm to see it said it was delivered at 4:01 pm which was already weird. I checked my cameras and didnt see anyone deliver anything. So I messaged them and they told me that Id had several order that were also claimed not delivered which is just simply not true because this is my first time ordering from fragrancenet. So I played along and said name the orders and they only named a single order to an address that isnt mine I am simply seeking refund or replacement

  Business Response

  Date: 03/21/2024

  Please accept our apologies for any inconvenience and for the delay with the resolution to the customers order issue. Our records show that we have issued a full refund to the customers account for the non-received package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/25/2024

  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:03/21/2024

  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 ordered 2 bottles of perfume. They charged me shipping. Than they said one was out of stock and they would refund me the price of the perfume. Than I had to order the next size and make another order. They charged me shipping again. I asked them to either combine the 2 orders or refund me the shipping on the second order since it was their fault I had to do another order. They refused to do either. So I had to pay 20 dollars in shipping instead of 10. I feel that because they made the mistake that the honorable thing to do is refund me the second shipping charge.

  Business Response

  Date: 03/21/2024

  Please note our records show that we have processed a refund to customers most recent purchase, order number *********, for the shipping charges. This refund has been extended as a onetime courtesy and email notification was sent to customer on March 20, 2024.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/21/2024

  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:03/19/2024

  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 reached out to Fragrancenet regarding damaged items I received, I did not hear from them nor did I get a follow-up this has been going on since I received the broken items back in January and I immediately reached out, I have children in my home and I could not just keep these bottles laying around especially because the box was damaged. Im frustrated that they never followed up after I repeatedly reached out to Afterpay which was what I used to pay Fragrancenet. I reached out and they asked me to send the items back; I cant because I no longer have them even at that I would need a box to send the items back because the one they sent was spilled all over. Ive been dealing with this for sometime and Fragrancenet is not willing to help me other than to send broken glass which I no longer have.

  Business Response

  Date: 03/20/2024

  Please note FragranceNet will authorize the refund to customer,as a one-time courtesy. Damaged items must be returned prior to issuing a refund. Customers are not expected to discard merchandise that can be returned.Compensation will not be provided on future purchases, if items are not returned.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/18/2024

  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.

  Are you see the charge on my Bank account for $154.34 I had no idea what this charge is for so I disputed it this company insist that I made this charge I have no idea what is was . until I investigated the charge. I have not ordered or receive anything from this company I assume its a ***************** I have tried to contact different ones but I cannot afford to pay $154 for something I dont even know what its for

  Business Response

  Date: 03/19/2024

  Please note we have received notice from the customers payment provider, that the charge has been disputed for the purchase. Our records show that the dispute is still under review with PayPal and a decision has not yet been decided. We can advise customer to reach out to PayPal for further assistance regarding this dispute.  Customer can reach out to PayPal and request to drop this dispute, therefore, the Merchant can offer a refund for the non-authorized purchase. We are unable to issue a refund while the account is under review with PayPal.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/04/2024

  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 ordered Initio parfum absolute aphrodisiac on 2/29/2024 in the amount of ******. Order number *********. The website advertises that they sell real niche fragrances but I received a fake bottle! Fragrance net is using deceptive marketing strategies to sell fake products. They do not and will not accept returns on open products and will give me a refund.

  Business Response

  Date: 03/04/2024

  Please note our records show that our ******** Service Agent has created a Return Merchandise Authorization number and we have emailed a prepaid postage return label. The customer was not denied the option to return the item due to its current condition. FragranceNet only sells authentic products and we do not sell knockoffs or imitations. The customer will receive a refund once the item is returned and received by our Returns Department.
  
  Thank you
  ******** Service

  Customer Answer

  Date: 03/19/2024

  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: 
  
  

  On March 5th 2024 Fragrance net sent me a return label to return my fragrance.  The **** tracking number is **** **** **** **** **** ***  The return package was sent to Fragrance net on March 5th 2024 and per the **** tracking Fragrance net received the package on March 10th 2024. As of today, I have still not received my refund. Please continue with the ongoing case. 

   

  ****** ******  

   
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 03/20/2024

  In response to your complaint, we apologize for the delay in refunding your return; as our return policy allows for 14 business days to process the return. We have confirmed the return has been delivered and 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. 

• Initial Complaint

  Date:02/27/2024

  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.

  On 2/18/24, placed order ********* for $192.27. The order shipped via OnTrac on 2/21. On 2/23/24 I checked the OnTrac tracking and saw that my package was misrouted to another facility and the delivery date was changed to that days date of 2/23/24. It was not delivered and tracking did not change.On 2/24/24 the OnTrac tracking showed delayed and the delivery date changed to that days date of 2/24/24. The package was not delivered on that date and tracking did not change.On 2/25/24 the OnTrac tracking continued to only show as delayed and the delivery date again changed to that date 2/25/24. I contacted OnTrac and was told, package was misrouted. It will update within one day. If it does not you need to contact the shipper. The package was not delivered and tracking did not change and remained as delayed.On 2/26/24 the OnTrac tracking continues to show as delayed and tracking has not changed or moved. The only status available is Delayed. Delivery Date Updated. and once again the delivery date has been changed to today with no delivery in sight. Per OnTracs instruction as one business day has gone by with no change in tracking or delivery, I have contacted FragranceNet SIX times today via phone. The times I have spent on hold on each call are one hour, 20 minutes, 25 minutes, 20 minutes, 30 minutes, and finally another 30 minutes. Since it is virtually impossible to reach you by phone, I would like a replacement sent out immediately as these fragrances were to be a gift and I have not received them and this package appears to be lost. If not, I will have to contact my credit card merchant to dispute this.

  Business Response

  Date: 02/27/2024

  Please allow us to begin with our apologies for any inconvenience this may have caused. We have checked the current status of this delivery and according to the information provided by the courier, this package shows delivered on February 27, 2024, at 7:43am. We ask that customer please verify that this information is accurate, and the package has been received prior to FragranceNet sending a replacement package.
  
  Thank you
  Customer Service