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:11/10/2023

  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 ordered 3 perfumes from this company on 11/4/23. The company delivered my package to the wrong address I sent a email to informed them of the mistake that they have made. I requested my money back no response I called the company's customer service number the representative asked for my oder number than the phone went silence and they keep hanging up on me. I very dissatisfied with this company and would l like my refund since the company can not produce my products that I ordered. I will let all my friends and family know not to shop from this company.

  Business Response

  Date: 11/10/2023

  Please accept our apologies for the non-0received package.We have issued a full refund to customers pay method for this purchase. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/09/2023

  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.

  What is this around Christmas time last year. two weeks after I canceled the order came anyway and I was charged for it. I had to pay for an unopened package. Theres a receipt here of $12.50 and I think I should be refunded for that. Also enclosed receipt email when I tried to reach out to this business. Most definitely need several phone calls and emails several months ago to know avail.

  Business Response

  Date: 11/09/2023

  We apologize for any inconvenience this may have caused. Our records show that this order was originally placed December 18,2022.  We are unable to successfully initiate a refund to the original pay method at this time. We are more than willing to create a FragranceNet gift certificate for the amount of $12.50 to cover the return fees. This certificate will be created and sent to the customer email address on file.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/10/2023

  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: Thank you for the ***** credit. In addition, I would like the product credit. In fact, please mail them both to my home address. We are not allowed to exchange private information on this site therefore mailing the check is the best solution. 

   

  
  

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

  Customer Answer

  Date: 11/14/2023

  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: 

  Please provide the receipt of the transaction showing that money was actually returned to my credit card. Thank you. 

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

  Business Response

  Date: 11/14/2023

  In response to this complaint, we provided a prepaid postage label to this customer.  Since they decided to return at their own cost, FragranceNet.com is not responsible to cover the cost of the return shipping fee. However, we will be willing to refund this amount in the form of a store credit as a courtesy. 

• Initial Complaint

  Date:11/06/2023

  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 have an order from FragranceNet.com with order number ********* and they shipped out the order with tracking number #**********************. It were stated as delivered at the front door on Nov 1 and I never seen it showed up. Even checking front door camera through out the day, not even one carrier shipping showed up at my house. I reached out to them about this concern because this is my first time ordering from this website and I have no clue if they are legit or not. And they responsed me back saying due to their numerous occurences of packages not being recieved ( I don't know if they included me because this is my first time ordering ), they are unable to refund me. This lack of responsibility to deliver product to their customer is not acceptable. I am not willing to contact the carrier shipping company since it is not my job because the merchandise is the one who shipped out the items and responsible for this. And also I willing not to contact my bank and dispute a charge because this will affect my credit score. I expected the refund from them since I never recieved the package and I think this is a fraud.

  Business Response

  Date: 11/06/2023

  Please note we understand that customer is stating that this package was not received. FragranceNet has advised customer to reach out to their payment provider to report this non-received package and to initiate a dispute. Our Credit Team has located a few accounts in our system attached to the billing address; with different email addresss. If customer is stating that this is their first order we need to suggest that customer contact us to provide clarity on these accounts, and to contact their payment provider for further assistance.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/01/2023

  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.

  vendor insists the the order is in transit when tracking clearly shows there is no order just documentation at a 3rd party warehouse. The vendor appeears to be a fraud.

  Business Response

  Date: 11/01/2023

  We apologize for the delay in receiving your order. Orders shipping to ****** are shipped from ***************** and sometimes take a few days for the tracking to update. We will reach out to the courier and get the whereabouts of this package. We ask that the customer contact us back on November 3, 2023, if tracking still does not show any details.  

  Customer Answer

  Date: 11/06/2023

  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:

  Item not delivered.  Receiver Signaatory Manditory per order.
  

   

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

  Customer Answer

  Date: 11/07/2023

  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:

  Shipper must produce a receiver signature per the buyers shipping instrutions fo delivery to be deemed complete. 
  

   

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

  Business Response

  Date: 11/07/2023

  According to the details provided by the courier, this package was delivered and left at the door at the shipping address. We are unable to obtain any further details regarding this delivery. Since the package has not been received, we have issued a refund to customers pay method for this purchase.
  Thankyou
  Customer Service

• Initial Complaint

  Date:11/01/2023

  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 ordered perfume from them for my daughters birthday tomorrow and it arrived broken. It also smells very strongly of perfume although they claim its never been sprayed so I dont know if it leaked or what. I cannot reach them and this perfume is so hard to find and I cant replace it anywhere else. Theyre not answering their phones and their website has no return information connected to my order or in the email I received from them. Im seeking resolution.

  Business Response

  Date: 11/01/2023

  We apologize the order was received damaged. We will reach out to the customer to get more details on which item they are referring to, so that we can resolve the issue. 

  Customer Answer

  Date: 11/02/2023

  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 heard from them to resolve this matter and they do not answer their phones. There is no way to reach them. I dont even see an email listed on their site to send a message.

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

  
  
  
  
   
  

  Customer Answer

  Date: 11/08/2023

  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: 

  They did email me last week and I immediately provided the information they were asking for. I replied to them on November 3rd as well as again this morning. Still have yet to hear anything back. Never again will I order from this place and I will advise everyone against it. Customer service is not that hard but this is like pulling teeth just to get a replacement. Im in shock that its 2023 and this is even an issue. I will file as many complaints as I have to until this is rectified.

   

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

  Business Response

  Date: 11/09/2023

  
  We would like to thank customer for providing the description of the damaged item. We have created a replacement and this order is processing.Customer will receive email notification once the order ships
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/24/2023

  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 placed an order (# *********) of total amount $175.51 on Oct 11, including ***** Acne Control InvisiScar Resurfacing Treatment 1oz, ************* Control Outsmart Blemish Clarifying Treatment 1.7oz, Monotheme Venezia Verde dArancia EDT Spray 3.4oz, Berdoues Collection Grands Crus Assam of India EDP Spray 3.3oz tester, Berdoues Collection Grands Crus *************** EDP Spray 3.4oz tester. The package arrived on Oct 19, the glass bottle of Berdoues Assam of India was broken in pieces, and all of other items in the package were contaminated by the perfume. The bits of broken glass were everywhere and damaged the packaging of other products especially ************************** and Blemish Clarifying Treatment. Please see the pictures attached. These products were supposed to be a gift, but now they are extremely damaged and dangerous(I tried to clean the shipping box but my finger was cut by the broken glass), I am unable to give them my friend. I tried to call and online chat with the business, but couldnt connect with them. I emailed but no response. My desired resolution is a full replacement of the order.

  Business Response

  Date: 10/24/2023

  Please accept our apologies for the condition in which you have received your items. We have issued a full refund to customers original pay type.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/16/2023

  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.

  I ordered ******************* Perfume and ******************* lotion from Fragrancenet. I didn't like it, so I emailed them to send it back. They emailed me the shipping label and I sent it back via **** on 07/07/2023. I emailed them several times to see if they received it to get my refund. They kept saying no, you'll get refund when they get the package. I went to the *********** on 10/06/2023 to find out what was going on. They said there's no tracking for return parcel. I emailed Fragrancenet again and told them I have proof I mailed it and wanted my refund because I did my part and the package is lost. I get a notice that they mysteriously received my package but only refunded me $64.30, saying the Perfume was received.( I returned the lotion also) My total refund should be $88.79. I emailed them and told them I won't be doing business with them anymore. Their customer service is horrible.

  Business Response

  Date: 10/16/2023

  Please note we apologize for any inconvenience this may have caused and the delay with the complete refund. We are unable to verify the return of this item, however, we have issued a refund to customers pay method for this item. Refunds typically appear on accounts within 4-7 business days,depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 10/16/2023

  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:10/06/2023

  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.

  PLACED AN ORDER! ***** SUPPOSEDLY DELIVERED! THEY'RE PROOF OF DELIVERY WAS NOWHERE NEAR MY DOOR BUT LEFT IN THE HALLWAY DOWNSTAIRS WHICH ACCESSIBLE TO ANYONE! CALLED CUSTOMER SERVICE WAITED 47 MINUTES BEFORE A REP! THEY MADE ME WAIT FOR SEVEN DAYS BEFORE TAKING ACTION! CALLED THEM 4 TIMES ON THE SEVENTH DAY. FIRST CALL WAS OVER 30 MINS AND HUNG UP! CALLED BACK AND WAITED 35 MINS BEFORE IT HUNG UP! CALLED 3RD TIME HELD FOR 26 MINUTES BEFORE I HUNG UP. CALLED A 4TH TIME AND I HUNG UP AFTER 17 MINUTES!! WASTED MY TIME AND A WHOLE LOT OF IT FOR THEM NOT TO RESOLVE THE ISSUE. I NOW HAVE DISPUTED WITH MY FINANCIAL INSTITUTE!! SPAMMED ALL EMAILS AND TEXTS MESSAGES!!HORRIBLE *********************** SERVICE AND I DISLIKED HOW THEY HANDLED THIS ISSUE WHICH WAS NEVER ******* BY THEM!!! NEVER EVER WILL I ORDER FROM THIS COMPANY AND WILL WARN OTHERS!

  Business Response

  Date: 10/06/2023

  Please allow us to apologize for the non-received package and for any inconvenience this may have caused. Since this package has not been received, a full refund has been issued to customers pay method. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/06/2023

  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 #********* on 21 Sept 23. Tracking #************ Received 28 Sept 23. Item arrived damaged/broken and empty since it was a liquid perfume. Emailing and calling customer support is futile. I've done both and included pictures with several emails starting on 30 Oct 23 showing the damage and soiled box. Label had to be reprinted and reboxed by ****** It was damaged in transit between ***** locations which can be seen with the tracking and activity scans online! I would like a replacement bottle and if they need the package back I expect a prepaid shipping label. I've even tried filing a damaged package claim with ***** but it can only be done by the business since it was shipped ***** Smartpost. This is a nice little scam they have going on if the customer can't reach the business and we can't file a missing or damaged package claim with the shipping company!

  Business Response

  Date: 10/06/2023

  Please allow us to express our apologies for the condition in which your package was received and for any inconvenience this may have caused. We have issued a full refund to customers original pay method. Refunds typically appear on accounts within 4-7 business days.
  
  Thank ***********************

  Customer Answer

  Date: 10/10/2023

  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:10/04/2023

  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.

  Ordered product with 2 day delivery guarantee been 7 days wont answer phone doesnt return emails declined cancellation on website want a refund and ordered cancelled

  Business Response

  Date: 10/04/2023

  Please accept our sincerest apologies for the delay with receipt of this order and any inconvenience this may have caused.  We have issued a full refund to the original pay method for the non-received package. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 10/05/2023

  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.
  
  Sincerely,
  
  *****************************