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:09/14/2023

  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: # ********* Order Date: Thursday, September 07, 2023 - 05:40 PM Shipping Method: 1-Business Day Shipping (1 business day guaranteed) - order by 12pm EST for delivery next business day Payment Method: Apple Pay Subtotal: $95.89 Shipping: $17.95 Tax: $8.54 Total: $122.38 ************************* Crazy In Love eau de parfum spray 3.4 oz Item# ****** This product was to be a birthday gift for a good friend who loves the fragrance. She frequently buys this product from department stores. (*************************) However when she received the package the bottle was different from the one she currently has and the scent were completely different, and it gave her skin an irritable feel.She was reluctant to tell me because she didnt want to be ungrateful. The surprise and embarrassment I experienced had me mortified. I would never send anyone a fake or bad product, and now I cant help think how the recipient of this product feels or thinks. I have sent emails and held on phone calls over 52 mins with no reply or answer I just want my money back so I can make this right for a dear friend.

  Business Response

  Date: 09/14/2023

  Please accept our sincerest apologies for the condition in which this item was received and for any inconvenience this may have caused. We have issued a refund to the customers payment method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 09/15/2023

  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:09/11/2023

  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 received an email it was delivered when I never got it. I emailed the third party delivery company and they took several days to tell me they cant find it. I have contacted the business several times in regards to a refund, it said it was processed and it would take 3-7 business days and I have yet to receive it. I have sent several emails and as of today they are saying I have an open dispute when I had canceled it when I received the email stating I was going to get my refund. Its taken weeks for this to be resolved and I just want my money back.

  Business Response

  Date: 09/11/2023

  We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. Our records show that we have reached out to the customers payment type and this information can be confirmed by checking the PayPal account.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising 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.

  Hello,On 8/27 I placed an order with Fragrancenet since they had good prices on the fragrances I was looking to get. My order, *********, was supposed to be delivered last week by Ontrac yet I could not find the package once getting a delivery email. I reached out to support after a day because I was hoping that they had preemptively marked it as delivered. I was told a claim would be filed with the carrier and to reach out sometime next week. After following up to see if the carrier had said anything I was rudely told to wait till the following week again instead of any actual update from the support agent regarding if the carrier had mis-delivered the order or anything. I was hoping to get a replacement order in as I wanted to match these prices for a gift but due to the timeline I had to purchase other products. I would appreciate a refund at this point as I am very disappointed in the way customer support were assisting me. Thank you for your time.

  Business Response

  Date: 09/11/2023

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. We are in the process of filing a claim with the courier with regard to the non-received package.While we are awaiting a response from the courier, we ask that customer contact us on September 13, 2023, if the package is not received.  We will provide a full refund to customer if the package is not received on or prior to the date provided to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 09/13/2023

  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:

  Hello BBB & Fragrancenet,

    I have still not received anything from Ontrac and would like to request that I am refunded for my order. 

  Sincerely,

  *******

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 09/13/2023

  Please note we have issued a full refund to the customers pay method used for this purchase. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 09/14/2023

  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:09/08/2023

  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 multiple items from FragranceNet.com on August 22, 2023. order # *********. I haven't yet received any of my items. When I check tracking my items are on "delay" in Mogodore, ****. Delayed for many days. I tried to contact the company through email the message on their phone number said to use, ************************ inquiring about my delayed items. No answer. As I am typing this out, I have been on the phone to the company for approx. 25 minutes and no one has yet to pick up the phone. No voice message has come on telling me that someone will be with me as soon as they are available, nothing! I would like a refund. I am copying my email I sent them yesterday also. Thank you for any help!! ************************* ************************* <*******************>To: ********************* Hi I haven't received my order yet that was placed a while ago. When I look at the tracking number I only see that my order delivery has been delayed, for days now!! What is the delay and if the delay continues, I request a refund!Thank you ************************* ORDER # *********

  Business Response

  Date: 09/08/2023

  Please allow us to apologize for the non-received package. Our records show that your order has been in transit with the courier and we have not received any additional details regarding this shipment. Since the order has not been received, we have issued a full refund to your payment method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/07/2023

  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 my order on August 26th. I got a notification saying it was delivered on Aug 30th. It was never delivered. I've tried for over a week to get ahold of anyone to figure this out. Ontrac is the delivery service and they don't even have a working phone number to help resolve any issues. I keep emailing fragrancenet and every so often I would get a generic message. I'm currently on hold with them and have been on hold for almost an hour! It shouldn't be this difficult to figure out what's going on. I've ordered from this company before with no issues but at this point, I'm done. I can get it for around the same price on Amazon. They should really research delivery companies before they put so much product in their hands.

  Business Response

  Date: 09/07/2023

  Please allow us to begin with our apologies for the non-received package and any inconvenience this may have caused. Our records show that a full refund has been issued to your original pay method for the non-received package. A refund can typically take 3-5 business days to appear on customers account, depending on the bank.
  
  Thank you
  Customer Service

  Business Response

  Date: 09/07/2023

  Please allow us to begin with our apologies for the non-received package and any inconvenience this may have caused. Our records show that a full refund has been issued to your original pay method for the non-received package. A refund can typically take 3-5 business days to appear on customers account, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/07/2023

  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.

  Sunday Sept 3rd $62.75 For perfume and hair spray

  Business Response

  Date: 09/07/2023

  Please allow us to begin with our apologies for the delay with receipt of your order. Our records show that you order is currently processing at our warehouse for fulfillment and shipping. You may expect to receive email notification once the order ships from our warehouse.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:09/06/2023

  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 ordered Versace Eros tester from their website recently and the fragrance is like a diluted version of the original Versace. It doesnt stay for more than an hour and I can say that worth 100% confidence because I do have my old bottle on me. When I emailed the same to their cx service team, they simply said you will have to pay the return shipping fee which is close to 30 CAD. I mean when I am not at fault why the heck should I be paying for the return fee.

  Customer Answer

  Date: 09/06/2023

  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:09/06/2023

  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 #: ********* Transaction date: 08/15/23 Transaction amount: $948.59 Item quantity: 6 Claimed delivery date: 08/24/23 I ordered from FragranceNet.com on 08/15/23 for 6 colognes totalling to a dollar amount of $948.59 and paid for faster shipping for $5. For 5 days the order was NOT updating and it concerned me as it was getting past the estimated delivery date. I called customer service and the representative assured me it was going to come and that no cancellations would be necessary and at his courtesy and to my inconvenience would be providing me a 5% discount of the order including a refund of the shipping cost. I get a status update on 08/23/23 of the package being shipped with tracking #* *************** and would REQUIRE a signature (see screenshot). I check and my estimated delivery date is 08/24/23 (the next day). Next day I get an email from FragranceNet at 5:41PM that the package had been delivered at 4:32PM. I find this strange as no one had rung the doorbell and the package REQUIRED a signature so it couldnt have been delivered. I check outside to see if my package had shown as stated and am welcomed to nothing, an empty doorstep. When I check OnTracs tracking # online the last scan displayed that the order had already been delivered to CHINO. I contact FragranceNet regarding the order and was advised that if my package still had not shown my 08/31/23 to contact them again and that theyve already opened a claim with the courier on my behalf. I contact them on 09/01/23 for an update and they were NOT willing to help and instead just pushed me away and told me to start a claim with my bank and the courier. I thought they already filed a claim with the courier for me? This situation has been quite unwelcoming on FragranceNets part and theyve given me the absolute worst experience Ive received from any retail online store. I would very much appreciate if they took more responsibility and put more effort into resolving their customers issues.

  Business Response

  Date: 09/06/2023

  
  Please accept our apologies for the non-received package.We have issued a refund to your payment method for the non-received package. A refund can typically take 3-7 business days to appear on the account, depending on the bank.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 09/07/2023

  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:09/06/2023

  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 placed an order on August 23, 2023 and it was delivered on August 28. The box arrived damaged and wet. When I opened the fragances one of them was completely broken inside its box. The other 2 were not broken but their boxes damaged. The same say of arrival I immediately contacted the customer service team to report the problem and sent pictures.They responded and ask me for pictures even though I already have done it. I sent them again.Two days later I sent another email and again ask me for pictures which I sent them. It's been 5 days with zero response. At this time I would like my refund. I request your assistance in resolving this matter as soon as possible.

  Business Response

  Date: 09/06/2023

  Please accept our sincerest apologies for the condition in which your package was received and for the delay with resolution to this matter. We have issued a full refund to your payment method for this purchase. We ask that you please discard the contents of your package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 09/06/2023

  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:09/05/2023

  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 a week ago with Fragrancenet for expedited 2 day shipping. Order *********. They sent out the order the next day with ****** and I emailed them as I did not see on the tracking that it was expedited. They assured me it would arrive on 8/31 despite there being no indication of that on the tracking. The order did not arrive and has yet to arrive and had been stuck in out for delivery for 4 days. I reached out to intractable yesterday and now the package has been marked as delivered to front door, when it has not been delivered. I know this for a fact because my building has packages delivered to a warehouse and they let me know there has been no package delivered and they sign for all packages. I am unsure why they work with ****** as they are known to have issues but I have reached out to both customer service via email and phone with no response. At this point this package is clearly lost and I needed it last week for a gift. I paid through afterpay and afterpay let me know, fragrancenet is the one who needs to process the refund. I would like this processed ASAP.

  Business Response

  Date: 09/05/2023

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund for the non-received package. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank).  
  
  Thank you
  Customer Service