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:12/19/2023

  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.

  Ordered 2 fragrances on Dec 6th, received confirmation it was shipped but never received tracking. When I tried using the links to receive order status, links would not work. I then tried fragrancenet.com/status entered my order number *********, and it showed my products would be delivered Dec 17th. It is now the 18th and nothing. Now when I try the same way to track my order, I receive an error. I tried logging into my account and it also says I have no orders. Cannot reach anyone on their cs line either waiting 30 mins nothing. Tried email and also nothing.

  Business Response

  Date: 12/19/2023

  Please note our records show that the courier has updated the scheduled delivery date, and this package is expected to be receive December 19, 2023. We ask that customer please retrack this package and confirm this information.
  
  Thank you
  Customer Service 

• Initial Complaint

  Date:12/19/2023

  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 received my order in the mail on Friday the 15th of December. The box arrived ripped open. I am missing an entire bottle of The One Essence Perfume. The Moroccaoil hairspray bottle is dented. The cap on the other perfume bottle is broken. The shampoo bottle is leaking.

  Business Response

  Date: 12/19/2023

  Our records show that we have responded to customers email on December 19, 2023 and provided a resolution. Please see the email correspondence sent to customer.
  
  Thank you for contacting **********************.
  
  Please allow us to begin with our sincerest apologies for the delayed response and for the condition in which your items were received.
  
  Due to the holiday season and inventory, at this time, we are unable to reship the fragrances The One Essence or the Goldwell Restoring shampoo. We have issued a refund to your original pay method for these items.
  
  In addition, we are processing a replacement for the Moroccanoil hair spray at no additional charge. You may expect to receive email notification once the order ships from our warehouse.
  
  On behalf of myself and FragranceNet.com, we apologize again for the condition in which your package was received.
  
  Contact us again if further assistance is required.
  
  Thank you
  FragranceNet.com
  Customer Service
  
  

  Customer Answer

  Date: 12/20/2023

  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:12/15/2023

  Type:Sales and Advertising 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 been reaching out to this company via ************* but have not received a response yet! I had a package that was noted as delivered on the 1st of this month but I havent received the package yet. Ive checked up and down and waiting to see if it might turn up but nope nothing yet. I spent almost $200 on this package and needed it before I leave for vacation. They need a better customer support system because there is no way to get through to customer service.

  Business Response

  Date: 12/17/2023

  Please allow us to begin with our apologies for the non-received package. We have issued a full refund to the original payment method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/15/2023

  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.

  Ordered with a guarantee of 2 to 5 days I would have the product its been five days and it hasnt even shipped. I either want it to ship or I want my money back. I called this morning talk to someone they assured me I would have a tracking number by this afternoon. Still no tracking number and still not shipped.

  Business Response

  Date: 12/17/2023

  Please allow us to express our apologies for any delays and for any inconvenience this may have caused. Our records show your order has shipped and according to the information provided by the courier, this package was delivered on December 16, 2023. We ask that customer please contact us if this package has not been received.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/13/2023

  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 bought some perfumes on November 24th that totaled to $489.86. I had it sent to my aunt's house (*******************) because she works from home and rarely leaves her house. I didn't want to have it shipped to my house, risking its theft since it cost nearly $500. I was uneasy with Ontrac shipper since in the past, when a company used them, I never received my package. When the expected delivery date was finalized ( Saturday, Dec 2nd), I went over to my aunt's house to wait for the package. Ontrac claims to have delivered the package at 11:50 am but never did. I went digging on Reddit and some individuals claimed that OnTrac employees place in the system that packages are delivered hours before its delivered. I was at my aunt's house from 9 am to 11 pm. My aunt has a ring doorbell including other cameras on the property facing the street. We watched the footage and no one approached the property that day except Amazon. The next day I did some research about OnTrac and hundreds of people have been victims of Ontrac stealing their packages and claiming to deliver them. I suspect that's what my situation is. I contacted ****** and they responded that there was nothing they could do seeing as their system says it was delivered and that I should contact Fragrencenet. I called Fragrencenets customer service for over a week straight waiting to be paired with an agent for over an hour each time I called and no one picked up or sometimes I would get an error message. I emailed them instead and they claimed that there was nothing they could do since OnTrac's system said it was delivered and claimed that the package was signed for including that should contact my payment provider to dispute the charges. I contacted Afterpay to make a dispute and Afterpay sided with ************ in the 2 disputes that I opened. I emailed FragranceNet again a few days ago and included the fact that I have video proof of OnTrac never delivering the package and I haven't gotten a response.

  Business Response

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/14/2023

  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:12/13/2023

  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 a bottle of Bacarat 540 from fragrancenet.I received the package when my wife opened it the cap fell off of the bottle and the other piece of cap was still on the bottle.also it smelled nothing like Bacarat 540 my wife has been using it for years. We also found other issues with the bottle that points to a counterfeit. I called them and sent an email to the manager with no response.they did send me a return label. I sent it back and told an employee its not real its counterfeit.she just argued with me. I want my money back also shipping cost I paid. I shouldnt have to pay for shipping on counterfeit stuff. I have pictures of all of it.i even sent them pictures. They are in the business so Im sure they can see its a fake.I spent thousands of dollars there. I just hope all of my others are real.and I want an apology it was for my wife for our anniversary. How embarrassing this was to give my wife counterfeit perfume.the pictures on the right are the one they sent me the real one is my wifes old one on the left.

  Business Response

  Date: 12/27/2023

  Please allow us to begin with our apologies for the condition in which you have received your item.  In addition, all of the products showcased throughout FragranceNet.com are 100% original brand names. We only carry genuine *******************, colognes and beauty products. Absolutely NO imitations or knock-offs. We have issued  a full refund to customers payment method for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/13/2023

  Type:Order 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 12/4/23 I placed an order from **************** for 2 different items, both perfumes. I received 1 of said items, but the other was incorrect. I have attempted to contact the company numerous times via phone and email, but cannot seem to get a response. Please assist. Thank you.

  Business Response

  Date: 12/13/2023

  Please accept our apologies for receiving the incorrect items. We have created and sent a prepaid postage label to customer so that the incorrect items may be returned. In the interim, we have sent a replacement out to customer. Customer may expect to receive email notification once the order ships from our warehouse.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/13/2023

  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 I will consider the matter resolved, pending receipt of the replacement order and refund of the original order.  Thank you for your prompt response.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/07/2023

  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 an order, 1 of my items came damaged because it wasnt properly packaged and had completely leaked out before it was delivered to me. I have called 8 times and waited up to 2 hours and no one answered any of the times. I have sent 5 emails with no response.

  Business Response

  Date: 12/07/2023

  Please allow us to begin with our apologies for the condition in which the item was received. We have searched our system and we were able to verify that our ******** Service Agent sent a response to an email sent from customer.Please see below. Due to the holiday season, we have become inundated with emails and we apologize for our delayed response. In addition, we have issued a refund to the original pay method for the damaged item.
  
  Thank you
  ******** Service
  
  Inbound Email
  from:************************/28/23 | 4:42 PM
  Damaged Package order # ************
  Good evening,
  I placed an order and received it Sunday, but one of my perfumes had completely leaked out into the package. I have been trying to call since yesterday, and just a few seconds ago tried to call and it said it was outside of your normal business hours, but it is before five. Please contact me at **********
  Get Outlook for iOS<************************;
  Outbound Email
  from:**************************/28/23 | 3:04 PM
  In Regards to your Fragrancenet.com Inquiry
  Thank you for contacting Fragrance.com.
  order number how*********
  We apologize for any inconvenience, we are not able to make outbound calls, but we can assist you via email. 
  In response to your email, please contact us back with the items you would like to return,  and if you want a replacement or a refund when the returned item is received and processed. Also, if the item is damaged and not returnable please attach a photo of the damaged item. 
  Please contact us again if you need further assistance.
   
  Thank you, 
  Fragrance.com 
  ******** Service 
  ************************
  ************ (international) 
  Trusted Online Since ****, Over ****** Genuine Brand Name Fragrances, Skincare,Haircare, Candles, Aromatherapy & more...

• Initial Complaint

  Date:12/06/2023

  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 ordered a product from fragrancenet.com and it says delivered but I never received it. I have called the company NUMEROUS times and no one picks up at all. As i am writing this i have been on hold waiting to speak to anybody for the past 45 minutes for the 7th time in the past two days. I have sent 9 separate emails and have not received any response. I want a refund or my product.

  Business Response

  Date: 12/06/2023

  Please note our records indicate that there was phone correspondence with customer regarding their most recent purchase. We have processed a replacement package to be sent out to customer. Tracking information has been emailed to customer. If these items are no longer needed, we ask that customer contact us to obtain return information. We ask that customer contact us if further assistance is required.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/06/2023

  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:

  I still have not received the product. Once received I will then consider this complaint resolved.

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

  
  
  
  
   
  

• Initial Complaint

  Date:12/04/2023

  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.

  First off, it's impossible to reach an agent or chat online with a representative. On 11/22/2023 I purchased five (5) items from their Fragrance.net website for a total of $385.79. The package arrived on 11/30/2023. As I opened the package, there was only one (1) item in the package. I had to email them since when I call no one responds. I have asked them to send the items I purchased since I bought them on Black Friday week. One representative replied with the following, "Order ********* In response to your email, the warehouse has confirmed the shipment of these item within your package; therefore, we have conducted the proper claims with the courier and we ask at this time for you to reach out to AFFIRM for further compensation.Please contact us back if they cannot assist with this request. We appreciate your understanding on this matter and apologize for any inconvenience.Please contact us again if you need further assistance."I reached out to Affirm and they cannot assist. They need to provide me with the items I purchased and got charged for.

  Business Response

  Date: 12/04/2023

  In response to this complaint, we apologize you received your shipment with items missing. Our records indicate this customer spoke with one of our agents and we processed a replacement for the missing items. 

  Customer Answer

  Date: 12/05/2023

  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. They promised to replace the missing items. I will await for the shipping information, package, and follow up if there are any issues with my order.
  
  Sincerely,
  
  ***************************