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:09/05/2023

  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.

  Ordered 160+$$ in several hard to find Monotheme Black Oud and one Monotheme Saffron perfumes from Fragrance.com. The boxes and bottles are totally different from the originals and the scent is not AT ALL original. NO SCENT TOTALLY GONE IN 5 MINS. LITERALLY WATER WITH HARDLY ANY SCENT IN IT. The ones I have are different label and STRONG with 5hours+ performance and arm's length sillage. Why does Fragrancenet have another website looking like a competitor when it is actually them??? I would have NEVER ordered if I knew it was Perfumenet as I got a fake bottle of Dior from them a while back as a gift and it was a big deal getting it refunded because it was opened. Of course it was opened! This is how the fake was discovered! HIGHLY DECEPTIVE. I have over 600 fumes in my collection and as an expert can say that this is ABSOLUTELY NOT parfum or 80% strength as advertised on the packaging. Not even watery body spray strength. Called the customer svc number DURING BUSINESS HOURS and was told to "call back during business hours." What a farce! Literally NO customer service! Next step is to deal with this via credit card company if ai don't get a response here. Total theft and deception.

  Business Response

  Date: 09/05/2023

  Please allow us to begin with our sincerest apologies for the condition in which items were received and for any inconvenience this may have caused.  FragranceNet.com does not sell knockoffs or imitation fragrances. We are more than willing to create and send a prepaid postage return label to customer so these items may be returned to our facility. Our Product and Warehouse Team will take further action with these products once these items are received. Upon receipt of these returned items, a full refund will be issued to customers original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:08/30/2023

  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 order on fragrance net on August 5th through after pay. Never received confirmation email from fragrance net but afterpay is still taking my money. Have tried contacting and calling numerous times regarding my order that I have yet to even physically receive almost a month after placing the order, have not been able to reach a single person in this company. Im now out $77 with nothing stating my items were shipped? Delievered? No order confirmation at all? But yet my money is still being taken out.

  Business Response

  Date: 08/30/2023

  Please accept our sincerest apologies for any inconvenience this may have caused. Our records show that the order attempt was unsuccessful on our website and it did not process into our system.  So that we can void this transaction with Afterpay and discontinue the payment request, we ask that the customer please provide us with the Afterpay transaction number.
  
  Thank ***********************

• Initial Complaint

  Date:08/25/2023

  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 paid for expedited one day delivery and that was 7 days ago and I still have not received my merchandise

  Business Response

  Date: 08/25/2023

  We apologize for the inconvenience this may have caused. We have issued a refund for the express shipping cost. The order is scheduled to arrive August 25,2023. 

• Initial Complaint

  Date:08/24/2023

  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.

  order Place on wed jul,19 Order #********* I am really upset with my recent purchase from fragrancenet am writing to bring to your attention an issue I recently encountered with my order. Unfortunately, when the package arrived, I discovered that the box was empty. I was quite surprised by this as I had been eagerly anticipating the arrival of my purchase.Upon receiving the package, I immediately contacted your customer service team to report the problem. I understand that such incidents can sometimes occur during the shipping process. However, I kindly request your assistance in resolving this matter as soon as possible. As a loyal customer of your business, I have always had positive experiences in the past, and I trust that you will take this matter seriously.I would appreciate it if you can provide a suitable resolution.

  Business Response

  Date: 08/24/2023

  We apologize for the inconvenience this may have caused. Our records indicate all items were included in the shipment. Therefore, we advised this customer to contact their payment provider and dispute the charges. 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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 August 2nd I placed an order for 3 perfumes at Fragrancenet.com. I paid for rush shipping (since these were gifts for some family that was visiting).The shipping and processing was fast and great but unfortunately my package was incorrect. I did not receive any of the perfumes I had ordered. I contacted Fragrancenet for replacement, I provided proof of what I received and I was just told to send the items back and wait for 15 days for processing the return for a mistake that was on their end.It's been almost a month and the incorrect items have been sent back, I have not received neither a refund or replacement., the items have no longer any use for me since the people I was gonna gift them left weeks ago. Terrible customer service from Fragrancenet, no help at all with the issue or any form from them to fix the mistake.

  Business Response

  Date: 08/22/2023

  We apologize for the inconvenience this may have caused. We have processed your replacement for a refund. Please allow 3-7 business days for the refund to appear into your account.  

  Customer Answer

  Date: 08/23/2023

  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:08/21/2023

  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.

  Placed the order 8/18/2023 Received order number I contacted customer service to get the shipping address changed I called multiple times and was placed on hold for more than 20 minutes each time I requested to have the Order canceled but it was denied I just want a refund

  Business Response

  Date: 08/21/2023

  We apologize for the inconvenience this may have caused. We have cancelled your order. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 08/22/2023

  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:08/21/2023

  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 am extremely dissatisfied with this company that I have purchased from multiple times in the past. My order ********* I spent $269.94 on and when received it was a very clear counterfeit product. I have ordered this product direct from the manufacturer and what I got from Fragrancenet had a ripped, torn, open box and the ** codes on the box were fake, pasted on, and totally the wrong size compared with the legitimate product I have from the manufacturer. There was also an attempt to "damage" the ** codes so people couldn't verify them. I called customer service and wanted a refund. RMA #******* was issued and a return shipping label was sent to me. The shipping label was for **** and was ********************** which I dropped off at **** on 8/7/23 at 2:21 PM. I have been tracking this return shipment and it was delivered to a FedEx agent on 8/11/23. What is the point of giving me a **** label if it's ultimately going to ****** Now I have no further way to track this return because it's in a completely different carriers hands and **** only tracks until they deliver it to the FedEx agent. I suspect this is a scam to eventually say they didn't get it and refuse to refund my money. I want my refund and I have waited long enough. There is no way to speak to customer service because it's an indefinite hold. I did what I needed to do to send this back. Now I want a refund of my $269.94 before I file additional regulatory claims about counterfeit products being sold.

  Business Response

  Date: 08/21/2023

  We apologize for the inconvenience this may have caused.  Please note, we have been in business since **** and all products listed throughout FragranceNet.com are 100% authentic brand names. The item will be further investigation once it is processed by our returns department. Also, the return label we provide is two-way courier, the return is dropped off at ***** they deliver to ***** and ***** makes the final delivery to our warehouse. The order was delivered to our warehouse on August 17th, please allow a few more days for our returns department to physically process this return. Below is link to the tracking with *****:
  ******************************************************************************************************************

• Initial Complaint

  Date:08/18/2023

  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.

  Ordered on 8/4/2023 2 perfumes amounting to $73.38. They used the company ************************ It stated that the shipment was delivered on August 10, 2023. Never received and corresponded with both the Company and the **************** by e mail. Tried calling Fragrance. Stay on phone to get no response. Called both number.Ordered many times and never had a problem with getting my order.Very frustrating. I was home on August 10, 2023. Getting nowhere. I would like to get my money back and will not use this company again. It you cannot speak to anyone and constantly sending e mails to say we are working on the situation. Today is the 17th and have not heard from the company or the delivery company Please help

  Business Response

  Date: 08/18/2023

  We apologize that your package has not been received.  Due to the open dispute on the transaction, we are unable to issue a refund. The customer can drop the dispute, so we can process the refund or we must wait until PayPal comes to a resolution on the case. 

  Customer Answer

  Date: 08/18/2023

  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:08/15/2023

  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.

  Hello,I recently placed an order on fragrancenet for some colognes. Order number (*********). Unfortunately, after the package was shipped and marked delivered by ***** I could not find the package and upon lookin at the tracking it shows a photo of a door that is unlike my door. Following this i called up ***** who told me to contact the shipper and after attempting to call fragrance net my I was put on hold and my call never connected. Now I am just seeking to get compensation for my lost package Thank you for reading this, bests,

  Business Response

  Date: 08/15/2023

  We apologize that your package has not been received.  We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank). 

  Customer Answer

  Date: 08/15/2023

  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:08/14/2023

  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.

  Date 6/12/2023 Amount $ ****** Order # ********* Tried to call the business back in June but no luck , the above order was never delivered to me and by contacting the business i got un-understandable statements and no support has been given regarding what happened.******

  Business Response

  Date: 08/14/2023

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. According to the information provided by the courier, this package was delivered to the mail room at the delivery address provided. We ask that customer please verify if this package was left at the location at the delivery address. We will offer compensation for the non-received package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 08/17/2023

  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:

  Package was never delivered

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

  
  
  
  
   
  

  Business Response

  Date: 08/18/2023

  We apologize that your package has not been received.  We have issued a refund to your original method of payment. A refund can typically take 3-7 business days to appear into your account. 

  Customer Answer

  Date: 08/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************