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Business Profile

Cosmetics Sales

FragranceNet.com, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/08/2024

    Type:Delivery Issues
    Status:
    Answered
    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 perfume on 12/30, paid expired shipping and still have not received. When I hit tracking link it comes up forbidden. I have emailed them and called asking for refund of ****** and they will not oblige

    Business Response

    Date: 01/08/2024

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

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/05/2024

    Type:Product Issues
    Status:
    Answered
    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.com is repeatedly delivering the wrong products. I'm being sent products half the price of what I've purchased. This is twice so far. They seem unable to deliver my order and are slow to issue a full refund.

    Business Response

    Date: 01/05/2024

    Please allow us to begin with our sincerest apologies for this experience and for any inconvenience this may have caused. We have reached out to our warehouse and Product Team to make them aware of these item discrepancies.We have issued a full refund to customers original pay method.

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/03/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ********* it was marked delivered. I didnt receive it. i always use fragrancenet this has never happened before.please refund me for the order not coming in.

    Business Response

    Date: 01/03/2024


    We would like to offer our apologies for the non-received package. We have issued a refund to the original pay method for this purchase.

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/02/2024

    Type:Product Issues
    Status:
    Answered
    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.
    ********* was supposed to be a late Christmas gift.i open the package and the cologne bottle is drenched in the scent and the cologne box also was drenched in cologne as the nozzle was busted. I discarded the cologne immediately since this is an extreme hazard and didnt want my toddler to come in contact with any sharp pieces.i understand it gets busy around the holidays but this carelessness is unacceptable. most likely someone dropped the box in the warehouse and decided to send it anyways.please refund me for this order and provide some form of discount code off my next order, that can make up for this :(

    Business Response

    Date: 01/02/2024

    Please allow us to begin with our apologies for the condition in which the item was received. Our records show that the item was not shipped from our warehouse broken, the item became broken in transit with the courier.  We have issued a full refund to customers pay method for this purchase. Refunds typically appear on accounts within 4-7 business days.

    Thank you
    Customer service

  • Initial Complaint

    Date:01/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 two perfumes and paid for expedited shipping. I did not receive the Mon Paris YSL 3oz. Bottle. Ive tried calling the company several times and cant get through to any live person. Option 3 on their recording doesnt even work. I want the item shipped immediately. I have also emailed about this issue. Order number#*********.

    Business Response

    Date: 01/02/2024

    Please accept our sincerest apologies for the missing item within your shipment. We have checked our system and unfortunately, the Mon Paris fragrance, was out of stock at the time of fulfillment and we were unable to successfully fill your order. Refund has been issued to the customers payment method for the non-received item.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 name is ********, I placed an order for perfume on 12/15 the Order Number: 307998453.My address is **************************************************** my email is ****************** My phone number is ************ I was very surprised when I received my package and it was damaged. The bottle of perfume literally leaked into the entire box and reeks of the smell. It spilled all over the place and the bottle is empty. I did not pay for a damaged perfume bottle. Ive reached out to customer service several times and attached a photo in the email hoping that this issue can be resolved as I received this damaged. Ive tried contacting customer Support, but no one is getting back to me. I've waited hours on the phone where no one answered, filled out several complaint forms on the company website and no one is responding.

    Business Response

    Date: 12/27/2023

    Please allow us to begin with our apologies for the condition in which your package was received. We have received the customers provided images and a refund has been issued to customer pay method.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/26/2023

    Type:Product Issues
    Status:
    Resolved
    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 the date of Wednesday December 20th 2023 Fragrance net charged my cashapp without any purchase being made. Their support number keeps reading a system error code 21. Instead if helping they keep saying they don't see an order. Please help.

    Business Response

    Date: 12/27/2023

    Please allow us to apologize for this inconvenience. Our records show that we have been in contact with customer via and we indicated that we are working with our Team to locate the payment for the unsuccessfully submitted purchase. If the payment cannot be reversed, we ask that customer please provide us with the item selected at the time of purchase and the billing and shipping information. We will create the order and send to customer at our earliest convenience.

    Thank you
    Customer Service

    Customer Answer

    Date: 12/27/2023

    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: 

    Good Afternoon,

    This was an unauthorized purchase on your companies part so I requested and would like my $18.50 refunded and not any product from your store.

    Thank you


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




     

    Business Response

    Date: 12/29/2023

    We do apologize for this inconvenience. We are currently in working with **** app to track down this transaction and to confirm this payment.  We are waiting for the vendor to reply to our inquiry and rectify this matter.

    Thank you
    Customer Service

    Customer Answer

    Date: 01/02/2024

    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 also received the refund thank you for this.

    Sincerely,

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



     


  • Initial Complaint

    Date:12/26/2023

    Type:Order Issues
    Status:
    Answered
    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 a cologne a few weeks ago that arrived unpackaged and looked used. The Cologne was Creed and cost over $200. I returned the item and asked that they ****** a NEW packaged bottle. This is a Christmas gift and was needed asap. Well they finally reshipped the bottle, which was received TODAY and it's the SAME unpackaged used bottle. I'm looking for a refund. And they can send someone to collect the bottle. I REFUSE to use my gas and time to arrange shipping for this incompetence and BAD business. This was for Christmas.

    Business Response

    Date: 12/26/2023

    We would like to express our apologies for the condition in which the replacement item was sent. We have issued a refund to the original payment method for this purchase.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Answered
    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 is very shady lately they processed one order of mine charged my card and sent it to a non-existent address second time I tried to use this company they took my money through cash app and then claim that they didn't receive it, I sent them copies of the transaction and the page the verification from cash app you get no response no email answers to your questions no absolutely nothing

    Business Response

    Date: 12/22/2023

    We would like to express our sincerest apologies for this inconvenience. Under normal circumstances, orders are successfully received and processed. Due to an unexpected glitch during submission, the order was not received through our system. Since the order details were not received, we will be more than happy to process the order for the customer. We will require the billing and shipping name and address, the item number and description, and quantity for the item selected.  Once these details are provided we will manually place the order.

    Thank you
    Customer Service

    Customer Answer

    Date: 12/29/2023

    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 

     They do not address the fact that they processed an order with the wrong address. And the only way I could get any resolve was to speak with my bank.. And ,why they never answered the telephone. And I have received several emails. Describing the situation and they ignore it. They answer with. I guess an AI response letter. But they are not sincere with their response.. They just don't address any of the issues and leave a standard repetitive email response..there's something definitely wrong going on with this company lately. 

     This was the second time. I tried to order sent them a Cash App. Payment that they accepted will not return and several again several emails. They don't answer any questions. I sent them pertinent information so many times and get no response that makes any sense.  And again, the only way to get any results was to contact my bank and have them deal with this company.

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




     

    Business Response

    Date: 01/09/2024

    Please note our records show that the last successfully received order was from customer was placed November *******. With regards to the order that was placed with Cash App, we have previously acknowledged that this order was not successfully received, however, the funds were returned to customer on January 1, 2023. The amount of the refund is $42.01. We have resolved this issue and there is no further assistance we can offer regarding this matter.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a few perfume from their website two weeks before the holidays. I never received any feedback about my order. When I check states it just sat unavailable and I have try to call so many times and the phone just give an error. I have email more that 5 times and no response. I want my order cancel so I can shop some where else. .

    Business Response

    Date: 12/19/2023

    Please accept our sincerest apologies for the delay with receipt of your order and for any inconvenience this may have caused. We have cancelled your order and a full refund has been issued to your payment method.

    Thank you
    Customer Service

FragranceNet.com, Inc is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

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