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:01/31/2024

  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 bought a bottle of ************************* perfume in FragranceNet on January 8, ****. However, when I opened it, I found that there was too much missing in this perfume, unlike the brand new one. I know this because I have a lot of ************************* perfume, and I compared the spare amount of many brand new perfumes that have just been opened. This bottle I received looks like it's been used. I sent an email to them, and they asked me to return it, and because Refunds peefume it's not my fault, they would pay me the postage, but they needed me to pay first, then put the receipt in the box and take a photo as a copy. After they signed for my returned perfume last Wednesday, My emails went unanswered and my phone calls went completely unanswered. So I need some help. Thank you I waited until today without a word. In total, I spent $83.26, **** for perfume and ***** for postage

  Business Response

  Date: 01/31/2024

  Please allow us to offer our apologies for the condition in which your item was received. Our records show that our ****************** has received your return and a refund has been issued to your original pay method for the cost of the purchase.  We have created and emailed a gift certificate in the amount of $23.66 for the cost of the return shipping fees. Since the original pay method has been refunded in full,we are unable to process the additional cost to that payment. This certificate may be used towards the next FragranceNet.com purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/01/2024

  ID# ********

   I have seen the refund of the perfume, but as for the compensation of postage that the merchant said, it has been sent to my email ,I do not agree with it. I have not seen any information from the merchant in my email address ******************** I have not received any email from the merchant, and I have not replied to the email I sent to you before, which makes me the most angry.

  The last email I received from you asked me to send you the postage receipt, but I haven't received any reply since then. 

  ** *

  
  
  
  
   
  

  Business Response

  Date: 02/05/2024

  Please note our records indicate that the certificate has been emailed to the following email address, *********************** certificate number is  ******************* for the amount of $23.66. Please see the email sent below.
  
  
  Today's Date: 1/31/2024
  Dear ******** **
  
  Thank you for your recent FragranceNet.com order #*********.
  
  In response to your request, we are issuing a coupon credit in the amount of $23.66.
  
  Your coupon credit redemption number is: *******************. This number is very important, so please save a copy of this email. Your coupon credit redemption number is not a gift certificate.
  
  Click below to redeem your coupon credit:
  ***********************************************************************************
  
  You may redeem your coupon credit during our checkout process.
  
  Your coupon credit may be used anytime up to a year from now.
  
  Please review our eGift Card Terms and Conditions for more details. Thank you.
  
  FragranceNet.com
  Thank you for your business, we truly appreciate it!
  
  FragranceNet.com
  *********************
  ************* ********** ** *** ** ************ *** *************
  ******** *** **************
  ********************
  
  * This email was sent to *******************
  Please add *********************** to your address book to ensure delivery of our emails!

• Initial Complaint

  Date:01/31/2024

  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 never even came in but was marked delivered , I didnt receive nothing.refund me please so I can place another order. the order required signature at delivery but it was delivered without a signature provided. refund me I dont have my stuff!!Order *********

  Business Response

  Date: 01/31/2024

  Please accept our sincerest apologies for the non-received package. We have issued a refund to the original payment method, for the non-received package.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/26/2024

  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 ********* Ive been using FragranceNet for YEARS ever since I lived in ******* and *************, I was missing the *********************** one million cologne from my order this time. the initio bottle that did come in was damaged at the cap and when I opened the package the inside of the cologne package was soaked. I attempted to make a return on fragrancenet but carriers refuse to take packages that were leaking since it can cause a fire in the right conditions.Please refund me for this order so I can use the money to buy these items in store from a local cologne store.refunding this order will make everything right with me and Ill continue using this site. thank you.

  Business Response

  Date: 02/09/2024

  Please note FragranceNet has received multiple claims from customer with similar complaints of either missing items and or non-receipt. Our records indicate that the customer has multiple established accounts under different email addresses. In all claims, we have issued refunds on the accounts and we have not received the damaged items back as requested. We are asking that customer reach out to the payment provider to file a dispute for this current purchase.
  
  Thank you
  Customer Service 

• Initial Complaint

  Date:01/26/2024

  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.

  My purchase consisted of 6 body care items. **** the shipping company reported damage to me , the buyer, as well as to *************. I followed up with several emails requesting assistance and later, a refund. Upon initial contact (which ended with an unrelated response), ************* stopped communicating with me and thus failed to refund broken item. It is impossible to contact the customer service via phone, ** no one answers it. Consecutive emails were unanswered. In addition, some body care products smell of old age. Ingredients emit stale smell and not one has an expiration date on it. Most arrived without boxes. It looks like the company is selling old, perished products and refuses to take any responsibility for them.

  Business Response

  Date: 01/26/2024

   

  In response to the complaint, the customer reached out to make us aware there was a possibility the package would be returned to sender due to courier issues. The package was subsequently delivered to the customer. We sincerely apologize that some of the items were damaged and some appear to be of old age. At this time, we have reviewed the photos provided by the customer and issued a full refund for the damaged item. Additionally, we have issued an RMA for the remaining items along with a prepaid return label; a full refund will be issued upon receipt of the returned items. Thank you. 

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service 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 placed two separate orders for fragrances that were supposed to be gifts. The packages I received arrived broken, shattered and the packaging soiled. I am extremely disappointed in the way this situation was handled as if I was a criminal. I spoke to a representative that wanted countless pictures and sent me return labels for the returns. I am being forced to pay for the return shipping and I am not even sure they are going to refund me for the broken bottles. I have shipped everything back to them. I have included pictures and I also have a video of shaking one of the bottles with broken glass inside of the sealed package that I could not upload, it will only allow me to upload pictures. I have yet to hear a reply from fragrance net .

  Business Response

  Date: 01/23/2024

  Please allow us to express our sincerest apologies for the condition in which your packages were received. Our records show that our Team has provided the customer with a prepaid postage return label so that the damaged items can be returned for refund. If these items are unable to returned, we will issue a refund to customer for these purchases.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/24/2024

  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: 

   Every email I have sent to the provided address by the representative has failed to deliver. Also the prepaid postage that was provided comes out from my total purchase amount. So regardless of the postage being prepaid, its the customer that is paying. 
  

  I informed the company that the entire order was soiled and damaged but they were adamant about returning the fragrances which I believe is a hazard due to the flammability. I tried my best wiping off the excess oils from the bottles that were not affected. I have returned both orders except for the completely shattered Mont Blanc Explorer for which I had included pictures here because the email provided by the company is not deliverable. Hopefully we can come to a resolution quickly. I do not plan on repurchasing anything from this company any longer by how the fragrances were shipped. There was no protection provided in the packages that were sent, just random flammable glass bottles being thrown around through the shipping process. 

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

  Business Response

  Date: 01/30/2024

  Please note our records show that these orders have arrived at our facility.  We have issued a refund on both orders. These refunds will appear on the account within 4-7 business days.
  
  Thank you
  FragranceNet.com

  Customer Answer

  Date: 01/30/2024

  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:01/16/2024

  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.

  Hello,I placed an order (*********) going through the ******** Rakuten website. Nowhere did it say on the frangrance.net website that it was in **$. Usually when you go on an ******** website that also has a ******** website, there is a pop up asking if you would like to switch to the correct country website or at least the currency. This had none. It's only once I saw the charge on my credit card did I see that I was charged in US$! I've contacted them but have only been answered a generic response that the site is in **$. If I had known, I would have ordered my products from a ******** website. No credit or anything was offered! I would like the difference I paid in CAN$. 154.13$ can vs 113.36$ us

  Business Response

  Date: 01/16/2024

  Please note we would like to extend our apologies for any misunderstanding or inconvenience this may have caused. We would like to make the customer aware that we are a ** based company and all charges on our website will be in US currency.  As a onetime courtesy,we will issue a refund for the difference in cost; $40.77. The refund will be issued to the original payment.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/16/2024

  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:01/12/2024

  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 placed 2 orders for a total of 3 perfumes. They were shipped rather slow but they shipped with better trucks. I received notification that the items were received and in transit nothing more. At around 11:26 pm on January 9th the merchant claimed to have delivered my packages. I ran downstairs because I never received notification that they were out for delivery it was raining hard outside and I did not want my packages destroyed. Upon reaching my door there were no packages I contacted the merchant immediately and they refused to do anything. The carrier later uploaded a picture of the door it was delivered to any it was not my address and still the company wont do anything!!

  Business Response

  Date: 01/12/2024

  Please note we have received the customers request with regards to the non-received packages and we are requesting that customer reach out to their payment provider to initiate a claim. We need to resolve this matter through the proper channels with our credit team and the customers payment provider.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/12/2024

  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 purchased ETERNITY EAU DE PARFUM SPRAY 3.4 OZ. for Women Item #****** from FranranceNet.com not knowing it was fake. My wife saw the purchase email and immediately contacted them to cancel the order to which their response was that it was already shipped; which by the way unrealistically fast. They agreed for us to return it to them at our expense and to refund our money. My problem with them is that if they want to sell fake perfume, they should clearly disclose that to their potential customers. I have since purchased the authentic version of that perfume and after comparing just the exterior of the two versions, I could see differences. If I was not returning the fake one, I am sure I could find more differences after opening it. I hope that this serves as a warning to others not to purchase from FragranceNet.com unless they actually want to buy fake merchandise.

  Business Response

  Date: 01/12/2024

  Please allow us to begin with our apologies for any inconvenience this may have caused. We apologize that your order was unable to be cancelled prior to shipping from our warehouse. We would like to assure our customers that FragranceNet only sells authentic 100% brand name fragrances. We do not sell knock-offs or imitations. Since customer is not satisfied with the  quality of the item received, a return has *** processed. Once received, we will issue a full refund to customer.
  Thank you
  Customer Service

• Initial Complaint

  Date:01/11/2024

  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.

  I was charged for calone I never ordered. I've phoned the company five times. At different times and e-mailed Fragrancenet.com, four different times. I feel That I am owed $90.88 an apology for the charge on my credit card. I also sent this package back to the company and was charged $11.00 To send it back.. So I NEVER received the $101.88. I NEVER had anyone pick up the phone.I called several times. No response to the phone. No response to the emails (3) I sent. I think that the company is bogus. I live on a fixed income and this had made me short. I'm sick of companies telling you that they are good . Cyber hacks that happen AND than you can't contact the person who did this

  Business Response

  Date: 01/12/2024

  We would like to offer our apologies for any inconvenience this may have caused. Our records show that customer indicates 2 non-authorized purchases. We have issued both refunds and they will appear separately on customers account for the amount of $44.06 and $46.82. Since we have issued full refunds to the payment methods, the additional funds of $11.00 is unable to refunded to the card used for these purchases. We need to provide an alternate refund option to customer. We will reach out to customer directly to discuss this option.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/08/2024

  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.

  Order Number: ********* | Date: December 15th I am writing this review with immense disappointment and frustration regarding my recent experience with FragranceNet. The handling of my order, numbered *********, has been nothing short of a customer service nightmare.The primary issue revolves around the unsafe delivery of my package. Despite specific delivery instructions, FragranceNet left the package outside my building door, accessible to anyone passing by. This blatant disregard for security is unacceptable, especially when access to the building requires a key.Equally concerning is the fact that the delivery driver failed to establish any contact. No call or text was made to warn me of their arrival or to confirm the drop-off. This lack of communication is unacceptable and only adds to the frustration of this experience.Attempts to seek assistance from FragranceNet's customer service have proven fruitless. The lack of professionalism and refusal to address my concerns have left me feeling abandoned and dissatisfied. It's disheartening to experience such a lack of support, especially when the company fails to uphold its promise of reliable and secure delivery.FragranceNet's failure to deliver on their commitment has not only inconvenienced me but has also shattered my confidence in their ability to provide a trustworthy service. As a customer who placed an order in good faith, I expect a level of service that FragranceNet has failed to deliver.I urge FragranceNet to rectify this situation promptly. I am open to discussing options for a refund. It is my sincere hope that this review serves as a catalyst for the necessary improvements in FragranceNet's customer service and delivery practices.In conclusion, my experience has been deeply unsatisfactory, and I implore FragranceNet to take immediate action to prevent such incidents in the future.

  Business Response

  Date: 01/08/2024

  Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We apologize that the courier did not take additional care with securing your delivery. We have issued a refund to customers original pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/09/2024

  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,
  
  *******************