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:10/04/2023

  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.

  order # *********.There were shipping delayed, then items not shipped, then credit not issued.From the seller: "We apologize that the following item(s) are currently out of stock and have not been included in this shipment. You were previously charged and will be issued a credit for them."But credit were not issued, contacted PayPal. PayPal said billing is correct, case is closed. Contact Fragrancenet - they said to contact PayPal. What??? credit should have been issued, why all the trouble to fix your mistake.

  Business Response

  Date: 10/04/2023

  Please accept our sincerest apologies for the delay with the receipt of the previously issued refund and for any inconvenience this may have caused. Our records show that we received an initiated dispute from Paypal and the refund was held until further review of the details. We have confirmed that the refund has successfully processed, and the funds has been returned to customers account. We ask that customer please confirm this information by logging into their account.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/03/2023

  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.

  September 25th I submitted a paid order with FragranceNet. I chose and paid for Express shipping ($20.00), guaranteed 1-2 days. September 27th I still had not even received a tracking number for my order. I emailed customer support. Their reply was that it was going to take 2-5 days to fulfill my order; if I didnt like it I could cancel. I was also told my Express shipping was refunded. It is now October 2nd. I have been waiting for a representative to answer my phone call now for 45 minutes. I never received my shipping refund. My order is still unfulfilled.

  Business Response

  Date: 10/03/2023

  Please allow us to begin with our sincerest apologies for the delay with receipt of your order and for any inconvenience this may have caused.  Due to unexpected delays that occurred at our warehouse; order processing and fulfillment was affected causing orders to ship later than expected. This circumstance is not a normal occurrence and we do apologize for this experience. Our records show that your order has shipped and is out of delivery today October 3, 2023. Tracking information has been emailed to customer. In addition, we have issued a refund to the original pay method for the expedited shipping fees. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/29/2023

  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 my order over 1 week from today on 9/20/23. Tracking #*********. I spent $153.48 after tax on 9 items. I have ordered 2 other times in the past from FragranceNet with no issues. However after seeing so many complaints from people not receiving their orders for months or never receiving at all, I decided to email them 5 days ago since its taking longer than usual. (The other orders arrived within 5 days) they said it was being processed and would take 2-5 days for them to receive my items to ship. Getting ahold of customer service was difficult via phone. If the issue is my order being too large or they dont have items in stock, then the website needs to state a cart/weight limit and keep track of whats in their inventory better. I needed it by today (Thursday) at the latest. Several of these perfumes are for my mothers birthday. Its been over a week and still hasnt shipped yet. Now I have to go to the store and get different gifts. She will be disappointed because she heard about this site from my wife, and I told her Id get something from here too for her birthday Saturday. I cancelled my order and I want to make sure I get my full refund to my original payment method please and thank you.

  Business Response

  Date: 09/29/2023

  Please allow us to begin with our apologies for the delay with the shipping of your order and for any inconvenience this may have caused.Our records show that we were experiencing a delay during the fulfillment processing at our warehouse. We have provided an earlier discount off the cost of the purchase for this inconvenience. Per the customers request, cancellation was initiated, and a full refund has been issued to the original pay method. Refunds can typically take from 4-7 business days to appear on accounts, depending on the bank.
  
  Thank ***********************

• Initial Complaint

  Date:09/27/2023

  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.

  On 9/9/23 I purchases Terre d'Hermes 4.2 oz colonge refill Item # ******,Upon arrival the packaging did not look legit and it did not smell like same product I had purchased before. I sent in back 9/12/23 via RMA *******. it is 9/26/23 and They have failed to credit back my credit card. Also you cannot get thru to their **************** on the phone.

  Business Response

  Date: 09/27/2023

  Please accept our apologies for the condition in which your item was received. Our records show that our Returns Team has received and processed customers returned package. Email notification regarding the return and refund, was sent to customer on September 26, 2023. The refund has been issued to customer original pay method. Please be aware refunds can typically take 3-7 business days to appear on your account. (Depending upon your bank).
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/22/2023

  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 on Sept 14, 2023 and cancelled the same order right after 11 hours. The product has not been preparing to ship but I was charged with this order, which resulted me at a $20 loss due to this transaction. The reason is due to the currency conversion rate between US and CAD. I did not wait a long time to cancel the order and was in fact cancel within a day (11 hours to be exact), the company should charge the amount when they ship the product. Since this company ships to global countries, they should've considered situation like this as currency conversion rate. Or they could place this amount under pending transaction and charge when order is shipped which is more reasonable. As a consumer, I did not receive anything but losing $20 on this transaction is not fair to me. I want to receive a refund of this.

  Business Response

  Date: 09/22/2023

  Please allow us to begin with our apologies for any inconvenience this may have caused to the customer. Orders placed with **********************, are charged in ** currency. Our records show that this order was cancelled prior to shipping, and a full refund was applied to the customers pay method. If there is a monetary difference due to the conversion rate, FragranceNet is not responsible for the difference. Possible charges due to conversion rates is a normal process that occurs whenever there is a difference with currency. Merchants do not have the ability to avoid any charges relating to this process.  Since the order was cancelled prior to shipping,we ask that the customer reach out to their payment provider and inquiry about adjusting these fees.
  
  Thank ***********************

  Customer Answer

  Date: 09/22/2023

  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:

   

  I'm not satisfied with the response is due to that the product has not been packed or shipped but they've already charged my order which is not reasonable, the product is not mine prior to packaging. The order was charged when placing order is not reasonable. 

    

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

• Initial Complaint

  Date:09/20/2023

  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 on 08/26 but when my order arrived on 09/05/23. There were 2 totally different perfumes in the box. I was out of the country on vacation when it was delivered so i had to wait until I returned to to send it back and it has STILL not reached their processing center for my replacement. Please help me expedite this matter so that i can order sent to me ASAP

  Business Response

  Date: 09/20/2023

  Please allow us to begin with our sincerest apologies for receiving the incorrect items from our warehouse and for any inconvenience this may have caused. Our records indicate that our Team has provided customer with a prepaid postage return label so that these items may be returned for replacement.Once the items are received by our ******************* a replacement will be sent at no additional cost. Customer may expect to receive email notification once the replacement ships from our warehouse.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 09/20/2023

  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:

  The business can see that the return is already on the way to them. They need to go ahead and process my order correctly. I have already waited long enough.

    

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

  Business Response

  Date: 09/25/2023

  Our records indicate the replacement is processing in our warehouse. Once shipped they will be emailed a new tracking number. 

  Customer Answer

  Date: 09/25/2023

  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:

  Once the product is received that i ordered I will close out the case.

   

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

• Initial Complaint

  Date:09/18/2023

  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 recently placed on order on fragrancenet order number (*********) for a few colognes. However, after receiving an email stating the items arrived I could not find.. it then came to my attention, the items were not to delivered to me. Since then I have waited patiently,but still nothing has shown up and my neighbors have not received it either. So now I just wish to resolve this.Bests,

  Business Response

  Date: 09/18/2023

  Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. Since your package was not received, we have issued a full refund to your payment method for this purchase. Please note a refund can typically take 3-7 business days to appear on your account, depending upon your bank.
  
  Thank ***********************

• Initial Complaint

  Date:09/15/2023

  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.

  On 9/10/2023 I order a item on fragrance.net for $55.75 my card was charged item was delivered but it was not what I order it was something else cheaper I try Reaching out email and calling customer service been on hold for 2hrs still could not Reach anyone no1 still never answer I believe I got scam from these ppl. Order#********* I order and was charged for ********** de nuit milestone and Received (Still) by ***************************

  Business Response

  Date: 09/15/2023

  We apologize you received an incorrect item. We have sent all the return information to your email address on file.  Once the item is received back to our warehouse a full refund will be issued. 

• Initial Complaint

  Date:09/15/2023

  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 date: July 10, **** Order was supposed to arrive: 3-4 business days Order #: ********* Order arrived? NO I sent an email to ********************* on August 10, 2023 and followed up on August 22, 2023 and they never responded.I paid with a FragranceNet Gift Card (Value $70), order total was $62.99.

  Business Response

  Date: 09/15/2023

  Unfortunately, there was an issue processing the order. We have issued a full refund back to the gift card code used to purchase, ***************. We are unable to cancel the gift card and refund the original form of payment, due to the amount of time that has pasted since the order was originally placed. Please feel free to repurchase using the gift code at your earliest convenience. 

  Customer Answer

  Date: 09/19/2023

  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. I placed a new order, waiting to be delivered.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/15/2023

  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.

  I placed an order for two skincare products for which I havent received and its been several months, Ive been attempting to resolve this with fragrancenet for months now to no avail. Id like the order fully refunded or replaced otherwise I will take this to small claims court and file a lawsuit.

  Business Response

  Date: 09/15/2023

  This customer has very poor ordering history with our company, They have claims of missing/nonreceipt items and history of dispute. Therefore, the last order placed with ** back in 2022 was delivered. They contacted us via email to return the items, we sent the return details and later they claimed missing items. At this point, we will not process anymore future orders from this customer and we suggest them disputing the charges with their payment provider. 

  Customer Answer

  Date: 09/15/2023

  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 have security cameras all over my property and rarely have is***s with non received  packages, going through my order history there are maybe three or four order on my account all of which Ive had is***s with. This company is unreliable and has a very poor reputation across the board with several customers reporting the same is***s Im experiencing with them! I am not here to argue just to submit my complaint, if I am not refunded and given a gift card balance to place a new order so they can make it right I will and trust me I will take this to small claims court to *** them for significant damages as this is very unacceptable!!!! All last orders were gifts and I was left without anything to gift my loved ones due to the lack of delivery of the products! ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****