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:12/04/2023

  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 placed a big order with this company. They supposedly delivered the order to my address. They said it was signed for but it was not by me. Has the date of delivery was a holiday and I wasnt home. I contacted them and they said I needed to wait 3-5 days and call back if I didnt receive my items. When I did they said its marked signed and delivered. I asked them to provide proof of the signature and Ill provide mine to show its fraudulent. They refused and told me to contact their carrier. I did this and they refused to do anything because too much time has passed mind you I was told to wait. Either party wants to give me a refund. The company is saying I have to contact the carrier and the carrier is saying I have to contact the company and the company needs to contact them since they are the customer. The company is saying because of other people packages not being received that its nothing they can do for me. I told them they cant fault me for others as I have nothing to do with that. However they still refused to isssue my $605 back or provide proof of who signed for a package.

  Business Response

  Date: 12/04/2023

  Please accept our apologies for the non-received package.We have issued a full refund to the original pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/04/2023

  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:12/01/2023

  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.

  I am seeking honesty, and an apology. I placed my order on black friday to take advantage of a black Friday sale. I paid with my debit card and went on about my day. Two days later I received an email that I needed to verify some information and that my order was on hold. So, when I had some time in my busy schedule I called, waited on hold for 40 minutes and had to hang up. Called again the same day twice, both times the call was disconnected due to an error code the prerecorded voice stated and it hung up! So, I went ahead and replied to the email with the information required. The next day I called again to try and speak to someone, the error prompt came on again and disconnected the call after another 40 minute wait. Finally, I received the most generic email saying that my responses did NOT pass their Screening Process and my order was canceled! I am NOT a dummy. Obviously, their system has had a catastrophic failure and calls cant be answered and orders cant be filled! I would much rather be told you guys CANT fill the order due for whatever reason vs. treating my credit card information as fraudulent! These were gifts for loved ones that will now be given late. Also, I missed a ONCE A YEAR opportunity to get a Black Friday deals. I would much rather have bought these products from a merchant that was actually fulfilling orders! Very unprofessional! I will tell everyone I know to NEVER buy anything from Frangrance.net ever again! order # *********

  Business Response

  Date: 12/01/2023

  Please allow us to begin with our sincerest apologies for any inconvenience this may have caused. Orders placed with FragranceNet.com, are subject to a billing verification process. Our records show that our Credit Team verified the provided information, and the order did not pass our verification process. The order has unfortunately, been cancelled and the authorization has been voided. The funds will be returned the original pay method. 
  
  Thank you
  Customer Service
  
  

  Customer Answer

  Date: 12/01/2023

  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 would like to business to tell me EXACTLY what part of my order did NOT pass your verification. Please answer the following: Was my credit card information incorrect? Do you guy not allow shipping to P.O. Boxes? Thank you

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

  
  
  
  
   
  

  Business Response

  Date: 12/04/2023

  Our automated processing service was unable to confirm the customers name at the billing address associated with the account. We apologize that the order was not fulfilled and the funds were returned back to the pay method. The credit card, name and billing information should confirm and we will receive a positive result from the processing server.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/01/2023

  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 made a purchase without an account. After the purchase I made an account through the same page and now my order is gone. I cant find the order number anywhere and its not in my account. I want to cancel it and I havent gotten a response from the email I sent or the calls Ive made. Its really frustrating. They need to fix this and I want my money back.

  Business Response

  Date: 12/01/2023

  We would like to express our apologies for any inconvenience caused while attempting to place an order on our website. We have checked our records and we were unable to confirm a successfully placed order with the information provided. If the customer has a pending authorization on their payment account, this authorization will drop, and the funds will be returned to the account. We ask that customer please contact their financial institution if further assistance is required.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/29/2023

  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 an order with Fragrancenet.com and I did not receive my whole order. I have tried calling and emailing countless times with little to no response. They emailed me stating they would send me the missing item, and they gave me the exact same order number and tracking number as my original order. This company is a huge SCAM!!!! Buyer beware because they will take your money and not think twice about sending you your products.

  Business Response

  Date: 11/29/2023

  We would like to express our apologies for receiving an incomplete order. Our records indicate that our Team has processed a replacement for the missing item. This replacement is in transit with the courier. Unfortunately,the courier has not updated their website and the package is not showing movement.We have issued a refund to customer for the non-received item. This refund should reflect on customers account within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/30/2023

  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:11/29/2023

  Type:Order 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 parfume for my birthday. Unfortunately my order was delivered to an old address. I have placed over 18 calls trying to resolve the issue. Nobody answered. Note I am off today and yesterday. Nobody will answer the emails Ive sent as well. Please help me get a number where I can talk to someone.

  Business Response

  Date: 11/29/2023

  Our records show that the order was shipped to the address provided by the customer. We received an email from customer with regards to the order and our Team responded to the customers inquiry. We have checked the status of this order, and the courier is returning the package to our facility, as they are unable to successfully deliver the package. As a courtesy, we have issued a refund to the customers pay method prior to the package being returned to our facility. Please see customers email and our response below.
  
  Thank you
  Customer Service
  
  ******* *****
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• Initial Complaint

  Date:11/27/2023

  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.

  Subject: Complaint Regarding False Advertisement and Delayed Shipping Dear BBB,I am writing to file a formal complaint against FragranceNet.com regarding a recent online order that was advertised with one-day shipping but failed to meet the promised delivery timeframe. On November 21, 2023, I placed an order with the expectation of receiving it promptly within a day, as explicitly advertised by FragranceNet.com.Despite the order being shipped on November 22, the provided tracking information indicates that the delivery is now scheduled for November *****. This significant delay blatantly contradicts the one-day shipping commitment that was the deciding factor in my purchase decision.The failure to fulfill the promised delivery window not only constitutes false advertising but also places me in a challenging situation as I am unable to return the order due to imminent travel plans out of the country. This delay has caused considerable inconvenience and disappointment, leaving me without the items I urgently needed.I attempted to resolve this matter directly with FragranceNet.com customer service, but the responses received did not provide a satisfactory resolution or acknowledgment of the misleading advertising and subsequent delay.I request your assistance in mediating this dispute and ensuring that FragranceNet.com adheres to fair advertising practices, honors their commitments, and provides appropriate compensation for the inconvenience caused.Enclosed, please find copies of the order confirmation, shipping details, and any relevant correspondence exchanged with FragranceNet.com.I appreciate your prompt attention to this matter and trust that the BBB will assist in reaching a fair resolution.Thank you for your time and assistance.Sincerely,*************************** ************* | ************************* Order Number: *********

  Business Response

  Date: 11/27/2023

  Please allow us to express our sincerest apologies for any inconvenience this may have caused. Our records show that the customers ordered shipped from our warehouse the next business day, however, the package became delayed in transit with the courier. We apologize again for the inconvenience.Our records show that this order is being returned to our facility as the purchase is no longer needed by the courier. We have issued a full refund to the customers pay method. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/21/2023

  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.

  Order #: ********* I bought 3 colognes from FragranceNet (*************** Velvet Orchid, *************** Black Orchid, *************** Bitter Peach) on 10/26. I had heard from friends that though this is a US based company, they fulfilled international orders to ****** similarly.11/03: Email stating that my order had been shipped via Landmark (**************) and would have a SIGNATURE REQUIRED (will attach email screenshots regarding this). This greatly reassured me that my package would arrive SAFE and with no qualms.11/10: Email stating that my order has been delivered to my front door and RELEASED without a signature. I check my front door and am welcomed with nothing.FragranceNet's policy clearly states that all of their packages will have a mandatory signature, a policy that I had much preferred and did not mind at all to have. However I was surprised to see that not only had my package been delivered without a signature, I only received the notification that it had been delivered at night (see screenshot of when I received the email).I contacted FragranceNet regarding this on 11/10 and they told me they would start a lost package investigation with the courier on my behalf and reassured me that though they would NOT be able to send a replacement like I had originally asked for, that they would be more than willing to ISSUE a refund and that I would receive more updates before 11/20 and to call back if I didn't.I call back on 11/20 as advised and the representative informed me that they would not be able to issue a refund (contradicting what I had already been previously promised). This situation has been disappointing on FragranceNet's part and it's difficult for me to say I trust this brand anymore. I have heard the best from friends and was NOT expecting an experience such as this. Even my friends are shocked to how dismissive and unaccommodating customer service has been. I would appreciate if they took more responsibility with resolving their customers' issues.

  Business Response

  Date: 11/21/2023

  Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to customer payment method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:

  FragranceNet has taken responsibility and has promptly resolved my issue. **************** had been initially bumpy, though Im very glad they made it up in the end. Thank you for your help its greatly appreciated.

  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:11/21/2023

  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.

  I received an over $225 gift, completely unboxed and stuck inside of a locker. How is this a gift when the note I requested isnt even there. H*** there wasnt a box for it to be in!Secondly, in order to make a return, it must be in a box that THEY did not provide hence why I asked was this opened or used before? Which brings up sanitary concerns & I got no response to those questions. I inquired on who is paying for the return box? because youre not going to charge me for damages to the product- that did not arrive in a box in the first place and Im not spending my money to purchase a box. When you call their CS number- its over 20 mins hold time and then of course it hangs up!So youre going to send a gift- wide opens for the world to see and unsealed, so anyone can slide it out the plastic sleeves and open it since its NOT SEALED! Sleeves have adhesive or small clear stickers to keep that from sliding so nobody can just open it. THIS WAS NOT THAT! Then expect me to buy a box to ship it back?? Excuse me???This is the second time Ive ordered from them and its now clear that they take ZERO care in shipment of packages but fast to take your money.$2-300 perfumes should be wrapped carefully before putting them in the mail Ive had cheap stuff arrive better packaged! **** just threw them in the *********** they did with my ************************************* perfume as well in which the display box arrive scratched up because there was no bubble wrap or anything to keep it from sliding around in the **** box! They just DGAF typical ********. So Ill tell you what, delete my account and remove all personal information tied to me, and or any transactions from your servers or whatever stores information for customers. So since I cant get any answers, I just wont spend another dime with you- & will make sure I spread the word. We can call it even & problem solved. Id rather pay the extra $25 and ensure my stuff is packed with care. FOH. DELETE MY ACCOUNT.

  Business Response

  Date: 11/21/2023

  Please allow us to begin with our apologies for the condition in which your item was received and for any inconvenience this may have caused. We were able to confirm that your item and all orders packed at our shipping facility, was shipped within a corrugated package. All items shipped from our warehouse, are package carefully with protective material. We are reaching out to the delivering courier, to verify this condition.  We will issue a refund to your payment method.In addition, we will remove your information from our database.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/22/2023

  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:

   So to ensure no deadlines are missed to the BBB response time and it is done and not reneged; theres a whole holiday weekend coming up & The account is still active. I still see my address and  everything else.

  It doesnt take anything to delete an account yet its still active & I only see a PENDING refund.  

  This response is rejected until my request has reached FULL completion:

  1. refund cleared.

  2. Account information removed & entire account deleted as I will not be using them to order anything else ever again. Therefore, there is no need to keep my information in your system.

   So THEY can stand by while the banks do what they need to and they can also delete my account while waiting for that to clear.
  

  Onces its actually complete this will be considered resolved. 

  r/

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

  
  
  
  
  
   
  

  Business Response

  Date: 11/27/2023

  We would like to offer our apologies for the inconvenience and the delay with promptly removing your information. To ensure proper updating please confirm that customer has logged out of the website and all items removed from the cart, for this update to take effect. The removal of the information will not affectively reflect if the customer is logged into the account. We suggest removing any items from the shopping cart and logging out of the created account of our website.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/28/2023

  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.
  
  
  
  

• Initial Complaint

  Date:11/20/2023

  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 perfume for my wife for christmas. Every year I buy her a bottle of Clinique Happy. She kept thinking it didnt have a syrong smell and now its all alcohol smell when you spray it. This is 100% fake. If I dont recieve my money back I will be contacting a Lawyer.

  Business Response

  Date: 11/20/2023

  In response to this complaint, we are unable to locate the order in question. We ask that you please provide the order number so that we can further assist. 

• Initial Complaint

  Date:11/15/2023

  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 placed an order on 11/4. I paid $19.99 for guaranteed 1-2 day direct shipping. My order # was ********* and in total I paid $157.52. It is now 11/14 and my order has not been delivered. FragranceNet.com emailed me on 11/6 informing me of shipping delays. No refund for the 1-2 guaranteed shipping was offered. I responded asking if they could give me a future delivery date. They refused. No refund for shipping was offered. I emailed again today and was finally refunded for the $19.99 shipping but again they would not give me a future date of delivery for the items Ive purchased. Today marks 10 days since I ordered. This is the second order this year where this has occurred. Previously an order took 14 days to arrive and no refund was given for the $19.99 GUARANTEED direct shipping I had paid. In September I placed an order in which the items purchased were gifts for my mothers birthday. I received an email 3 days after purchase that the items would be delayed even though I had paid for the $19.99 1-2 day shipping. I cancelled my order. The shipping speed guarantee was why I ordered. It took 7 days for the money to be refunded. Because of this I was unable to purchase any gifts for my mothers birthday. I dont have any credit cards, just my debit card. The money I allotted to purchase the gifts for my mothers birthday on FragranceNet.com was all I had to spare. Waiting 3 days after purchase for an email stating my items would be delayed and then having to wait another 7 days on top of that for the money to be refunded into my account meant my mothers birthday came and went without me being able to purchase anything for her. Whats occurred is very disappointing even more so because FragranceNet.com was made aware and no response was given. How can guaranteed 1-2 day shipping be advertised when all my orders this year have been egregiously delayed? I wouldnt have ordered, EVER if I hadn't seen the advertised guarantee for 1-2 day shipping. I feel mislead.

  Business Response

  Date: 11/15/2023

  Please allow us to express our apologies for the non-received package and for the delay with processing.
  Under normal circumstances, orders are processed, shipped and received within the suggested time frame advertised at the time of order.We were unfortunately, experiencing unexpected delays and we do apologize for this experience.
  
  According to the information provided by the courier, this package is expected to be received on November 15, 2023. We have issued a refund to the customer ss pay method for the shipping charges. If this order is not received by November 15, 2023, we ask that customer please reach out to our **************** Team, and we will issue a full refund for this purchase.
  
  Thank you
  ****************