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:02/26/2024
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 placed an order on fragrancenet.com And I used Afterpay to complete my order . I paid for the order but the order didnt go through on fragrancenet.com but I was charged on Afterpay for the order. I need a refundBusiness Response
Date: 02/26/2024
Please note we have checked our records and we have not received a successfully placed order from the customer. We have voided pending Afterpay transaction number ************ and $74.24 will be returned to customers account. This information can be confirmed by logging into the Afterpay account.
Thank you
Customer ServiceInitial Complaint
Date:02/23/2024
Type:Sales and Advertising 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.
On date 2/23/24 I made a purchase from fragrance.net for $368.87. I checked out with a coupon for 35% off of my order, and 35% of $368.87 is $129.10. Instead theyve only taken out $26.35 reducing the total down to $342.52 which is 6.98% .. not 35%.Business Response
Date: 02/23/2024
Please note we have verified the order total for this purchase.Our records show that each of the 3 items were discounted 35%. The grand total of $372.86 includes shipping fees and sales tax. We will include a copy of the breakdown of this purchase.
Thank you
Customer ServiceInitial Complaint
Date:02/23/2024
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.
Hello,This complaint is in reference to order number ********* purchased on Fragrencenet.com. After informing Fragrencenet.com that I did not receive my package, they replied to me suggesting I signed for my package and I needed to speak to the carrier of the package to seek a refund. Essentially there was nothing they could do. I never received my package. Im sorry, but why would I need to reach out to their carrier who is forging signatures? I will be requesting a refund of $493.42.Customer Answer
Date: 02/23/2024
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:02/22/2024
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.
It was my first order with FragranceNet on February 16th. I ordered a Creed cologne, and a few others for about $500 with the order number *********. The delivery driver knocks on the door randomly on February 21st, and I can't identify who she is yet. She is an elderly woman. She tells me to sign for something, I refuse to sign for it at first because I don't know who she is, then she says FragranceNet. Which is no problem. I sign for it, and she DROPS THE PACKAGE HANDING IT TO ME. She's shocked while picking it up, she takes a picture of the label and says she would come back to me in about 40 minutes, because FragranceNet is based out of a town right next to mine, she would come back with something new and she's so sorry.She never came back. So now she has my signature, and everything. It looks like I received the package, and she never came back. I called the shipping carrier, and they spoke to her and she denies ever taking back to package, then accepts it, then denies it.Now I call FragranceNet, I got hung up, got harrassed over the phone on "how stupid I am to let the lady leave", and I get no refund because its my fault supposedly. My bank says to deal with you guys. It's on you to get the package to me.Business Response
Date: 02/23/2024
Please note we have reached out to the delivering courier and we are unable to confirm the details provided by the customer. The courier has confirmed a successful delivery to the customer. We ask that customer reach out to their payment provider to initiate a claim for this purchase.
Thank you
Customer ServiceInitial Complaint
Date:02/15/2024
Type:Delivery 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.
Dear BBB Representative,I am writing to file a complaint against Fragrance.net regarding a recent purchase I made with them. Below are the details of the transaction and the issue I encountered: Company Name: Fragrance.net Date of Purchase: February 2, **** Amount Paid: $485.95 Items Ordered: 4 perfumes Order Number: ********* Description of the Issue:On February 2, ****, I placed an order with Fragrance.net for four perfumes, totaling $485.95. However, upon receiving notification that the package had been delivered and reviewing the provided delivery photo, I discovered that the package was nowhere to be found. 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. It's important to note that the delivery photo did not even include my address, raising concerns about the accuracy of the delivery attempt.Steps Taken: Upon noticing the discrepancy, I immediately contacted Fragrance.net's customer service department to seek a resolution. I provided detailed information about the missing package and requested assistance in locating it or obtaining a refund/replacement. Despite my efforts to resolve the issue amicably, ************* declined to offer any satisfactory solution and displayed a lack of willingness to rectify the situation.Desired Resolution:I am seeking a full refund of $485.95. Additionally, I urge Fragrance.net to review its delivery procedures and customer service policies to prevent similar incidents from occurring in the future.I appreciate your attention to this matter and kindly request your assistance in resolving this dispute. Please let me know if any further information is required from my end.*********,******Business Response
Date: 02/16/2024
Please accept our apologies for the non-received package.Our records indicate that this package was delivered and left that the residence address provided at time of purchase. Since this package has not been received, we have issued a refund for the non-received package.
Thank you
Customer ServiceCustomer Answer
Date: 02/17/2024
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:02/14/2024
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.
Order: # ********* Transaction date: 02/08/2024 03:31 PM Order amount: $395.46 Ordered a fragrance for my fiancee's Valentines day present. Item had never been received thus I contacted customer support. Customer support stated that my package had been signed for, but no one was home at the time of the delivery. They told me they could do nothing about it and quickly shut me down and got me off the line.Item expected to be received: Initio Parfums Prives Oud For Greatness ************* Spray 3 oz 1 x $369.59 = $369.59 *Item# ******Business Response
Date: 02/15/2024
Please allow us to express our apologies for the non-received package. According to the information provided by the courier, this order was delivered to the address provided at the time of purchase. Since this package has not been received, we have issued a full refund to the original payment method.
Thank you
Customer ServiceInitial Complaint
Date:02/14/2024
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.
On 2/7, I placed an order ********* for two items. The package was delivered to my home on 2/12. However, upon inspecting the items, I realized that I had recvd the wrong item.On 2/13, I contacted your customer svc via email & outlined the error. I requested a prepaid shipping label to return the incorrect item & expedited shipping for the correct item. Unfortunately, the email responses I recvd were vague & did not provide a clear explanation of the process Fragrancenet would take to rectify the situation.While I appreciate recving the prepaid shipping label promptly, the lack of information about the return & reshipping process for the correct item is concerning. In an attempt to seek resolution, I reached out to your customer svc department today, 2/14. However, I was disappointed to experience an extended wait time of over an hour on hold. When I finally spoke w/a representative, I was met with a condescending apology & informed that despite my innocence in this matter, I would still be inconvenienced by having to wait 3-7 business days for the incorrect item to be returned & processed. Only then would the correct item be reshipped, also w/a standard shipping timeframe of 3-7 business days. This is simply unacceptable.I want to emphasize that as a customer, it is disheartening to be caught in the middle of a mistake that was not mine. I should not have to invest my ************* in contacting customer svc, repackaging the incorrect item, & incurring additional expenses to drop off the package at the post office. Furthermore, there is no guarantee that I will not encounter further issues when the correct item is eventually shipped.I expected better from Fragrancenet, & this experience has greatly diminished my confidence in your business. If this is how your customer svc operates, then I regret to inform you that you have lost a loyal customer. I hope you understand my disappointment & take the necessary steps to rectify this situation promptly.Business Response
Date: 02/15/2024
Please allow us to begin with our sincerest apologies for receiving the incorrect item from our facility and for any inconvenience this may have caused. Per customers request,we have issued a refund for the non-received item, to the original payment method.
Thank you
Customer ServiceInitial Complaint
Date:02/12/2024
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.
order ********* I recieved body lotion??? I ordered cologne not lotion. the lotion also arrived damaged this is frustrating.i know its busy but how did my order get mixed up like this. please refund me for my order i paid for two colognes.Business Response
Date: 02/12/2024
Please note FragranceNet has received multiple claims from customer with similar complaints of either missing items and or non-receipt. The most recent claim was filed with the BBB on February 9, ****, claim number ********. These orders have different names and email addresses however, the shipping address is the same as passed claims.
Our records indicate that the customer has multiple established accounts under different email addresses. We are asking that customer reach out to the payment provider to file a dispute for this current purchase.
Thank you
Customer ServiceInitial Complaint
Date:02/08/2024
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.
Every order that Ive purchased is a different either the perfume color is watery and not the color of the fragrance you buy at a store or it smells great when applied but your purchased fragrance doesnt last not even 30 minutes. I recently purchased Dolce and Cabana Light Blue and Im very disappointed. Fragrance.Net prices are cheaper but I would have done better going to a store buying the real item. Im convinced Fragance.Net sells fake fragrances. I admit that Im stupid for continuing to order from them. But ********* is hard to come by with their continued selling of misleading fragrances.Business Response
Date: 02/08/2024
Please allow us to express our apologies for the condition in which your item was received. We were unable to locate the order in our system with the item mentioned in this claim.We ask that customer please reach out to us and provide the FragranceNet.com order number.
Thank you
Customer ServiceInitial Complaint
Date:02/07/2024
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 order maison margiela jazz club from fragrance.net on feb 7th.I decided to use after pay and had the money deducted from my account but didnt receive and confirmation and my order was non existent. i just want my money back :(Business Response
Date: 02/07/2024
Please allow us to begin with our apologies for the unsuccessfully submitted order. The order was not successfully submitted into FragranceNet.coms system. Afterpay was able to confirm that the transaction for this purchased was received on their end. Since the order was not successful, we have voided the transaction and no payments will be expected for this failed purchase. Customer can verify these details by logging into their Afterpay account and verifying that transaction number ************ has been voided.
Thank you
Customer Service
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