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: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 of transaction 8/2/2023 Order number ********* Purchase amount: ****** Item: Versace ********************** 6.7oz Fragrance.net shipped the item, which has been lost by the carrier with no delivery date available. It has been lost for 9 days. The customer service telephone number provided *************** is an unmanned line. I have called 3 times and held for over an hour during the stated operating hours. The email provided sends automated prompts, with no information provided other than they are contacting the carrier and i should check back on July 15, 2023 which is a date prior to the purchase. In summary, they charged me for merchandise not received and will not refund the money or reship the item. They are not available by phone or email to address the issue, which is unethical. I thought it best to report rather than hire legal counsel at this time. Please let me know how i can proceed in acquiring a refund. It is unreasonable that the loss should be mine when they are responsible for the product being delivered to the customer. Thank you.

  Business Response

  Date: 08/14/2023

  Please accept our apologies for the lost package with the courier. Since the order has not been received, we have issued a full refund to the customers original pay method for this purchase. Refunds typically appear on accounts within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 08/14/2023

  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:08/02/2023

  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.

  I ordered my wife perfume as a gift. They sent the wrong perfume despite the packing slip stating the correct perfume. Fine, mistakes happen - no big deal. I contacted them to ask to resolve the situation, and they said they do not provide return shipping slips, so we would have to mail it back at our expense - despite it being their mistake. They let us know they would provide us with a credit for the shipping, but it was not for this purchase but for a future purchase!Why would we ever want to buy anything from them again? It is honestly the most ridiculous solution I have ever heard of. We then asked for them to credit this purchase for the shipping and they refused. We then asked to speak to a manager and they said they have forwarded our email on and someone would be in touch. When we hadnt heard anything back in several days, we followed up. We received an email back saying our issue had been resolved already so they were closing out ticket. It clearly had not been resolved, so we asked again to be contacted by a manager. It has now been a week and we have still not heard from anyone. We completely understand that mistakes happen, but to be told we have to pay for the shipping and use the credit on a future purchase is unacceptable.

  Business Response

  Date: 08/16/2023

  Please allow us to begin with our sincerest apologies for receiving the incorrect item from our company and for any inconvenience this may have caused. At this time, FragranceNet only provides prepaid postage return labels on orders with product being returned with the US. If items need to be returned on orders shipped outside of the US, unfortunately, we need to ask our customers to initially pay for the return shipping cost. Upon receipt of the returned item or items, a refund is issued to the original payment method.Merchants can issue refunds up to the amount of the original charge.  
  If additional funds are owed to customer, we would have to offer a gift card for any additional refund. The gift card may be redeemed towards a new purchase.  Our records show that we have issued a full refund to customers pay method for this purchase and we are not requiring the item to be returned.
  
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2023

  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 a high value amount of cologne from this site and i have been stoaked waiting for this to come. And it was supposed to be delivered today but i have not received nothing at all and that made me very furious throught the day. I have cameras and i checked them and havent seen nothing. For such a high value order would it not have to be signed? My order number is *********.

  Business Response

  Date: 08/02/2023

  We apologize the order was not received. This order was delivered to the address provided. If the customer did not receive their order, they must contact their payment method and dispute the charges. 

  Customer Answer

  Date: 08/02/2023

  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:

  No it wasnt the photo provided isnt even my address i have cameras. And i already contacted my bank they said to resolve this issue with you guys first. Even so there is suppose to be a signature on such a high value order. I dont live in the safest neighborhood but it could of been stolen for all i know. I already contacted you guys thru the phone and a representative even said there was supposed to be a signature. Im in the process of filing a police report
  

   

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

  Business Response

  Date: 08/02/2023

  Due to the dollar amount of the order, and the recorded delivery we will not be issuing a refund. A dispute must be filed with their payment provider.  

• Initial Complaint

  Date:08/01/2023

  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.

  COMPANY CONTINUES TO CHARGE MY CARD WITH A HOLD, THEN CANCELS MY ***** THE NEXT DAY. I RESUBMITTED MY ***** AS SPECIFIED BY THE COMPANY WITH THE SPECIFIC INSTRUCTIONS THEY ASKED FOR. SHORTLY AFTER RESUBMITTING MY *****, THE ***** WAS ONCE AGAIN CANCELLED, AND AN ADDITIONAL HOLD IS ON MY CARD NOW. THEIR CUSTOMER SERVICE DID NOTHING EXCEPT REPEATING EXACTLY WHAT THEY ALREADY SAID, WHICH I DID EXACTLY WHAT THEY SAID. THIS BUSINESS SEEMS FRAUDULENT AS THEY ARE HOLDING PAYMENT ON A CARD 2 TIMES AND NOT PROVIDING THE PRODUCT.

  Business Response

  Date: 08/01/2023

  We apologize your orders did not pass our screening process and have been cancelled. Please note, the funds were not charged and any pending authorizations on your account has been voided.If still interested in ordering, the order must be resubmitted using Amazon Pay as the payment method to avoid cancellation by our credit department. 

  Customer Answer

  Date: 08/02/2023

  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:

  Any legit company would not force Amazon pay for payment practices. And regardless of their response I show (2) holds on my card. This is also not going into how horrible their customer service was with 0 help from their end after spending 40 mins on hold just to talk to someone. There are multiple complaints on their reviews with the same issues. 

  
  

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

• Initial Complaint

  Date:07/25/2023

  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 ordered a bottle of ******************* intense. Through the route app and emails I got updated that my package was delivered. It's now three days after the "delivery" and still no package in sight.

  Business Response

  Date: 08/08/2023

  Please allow us to begin with our apologies for the non-received packages and for any inconvenience this may have caused. We have checked our records and according to the information provided by the courier,the replacement package was delivered and left in the lobby at the shipping address, on August 2, 2023. Since this shipment was not received, we have issued a full refund back to the original pay method. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you.
  Customer Service

• Initial Complaint

  Date:07/19/2023

  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.

  I placed an order online and chose to pay extra for 2-3 business day shipping. Upon realizing my package would not arrive on time I asked for a refund on the shipping. I was promptly told by their support that the upgraded shipping is not guaranteed. This is theft by deception as NO WHERE is that stated. In fact by offering it as and charging for it, as I have been advised, consists of a legally binding contract.

  Business Response

  Date: 07/19/2023

  We apologize for the delay in receiving your order. We have issued a refund for the shipping fee. Your order should arrive within the next 1-3 business days. 

  Customer Answer

  Date: 07/19/2023

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2023

  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 number - ********* Tracking - *************** Shipping :*************************** *********************************************************************************** Issue with my order it didnt arrive the picture shows that it was delivered to my location but I believe it was the incorrect home I checked all over and nothing I am incredibly frustrated and disappointed to share that my FragranceNet order did not arrive as expected. Not only am I disappointed with the non-delivery of my order, but I am also extremely dissatisfied with the long hold times I have experienced when trying to reach out to their customer service. It is incredibly frustrating to spend a significant amount of time on hold, waiting for assistance and clarification regarding my missing order. I had placed my trust in FragranceNet as a reputable retailer, but this experience has left me feeling let down and unheard. I hope that FragranceNet can promptly address this issue, provide me with an explanation, and improve their customer service to prevent similar situations in the future. I would like to be refunded for this

  Business Response

  Date: 07/19/2023

  We apologize for the extended hold times and for your order not arriving. We have issued a full refund for the non-received package. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 07/19/2023

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service 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 6 perfumes on July 8 2023 and selected express shipping (delivery within 3-5 days) as I am leaving on the 15th in the morning. On July 11 I received an email that my order wasn't shipped yet. On july 12 after messaging customer service about my issue, I was told that it will ship in 1-3 days, at which time I will already be gone and they refunded me the express shipping cost. They denied my request for cancellation on the website and I have now attempted to call 3-4 times, everytime I am put on hold around 30 minutes before I hear someone pickup the phone and end the call. This is unacceptable, if they are unable to honor their shipping commitments they should at least be responsive and give me the option to cancel. The perfumes will now arrive long after I left. I messaged them on social media and sent 2 additional emails while holding on the phone for the 5th time and no reply. I simply want to cancel my order as they will not be able to provide the service I paid for.

  Business Response

  Date: 07/13/2023

  We apologize for the delay in shipping your order and for not being able to get in contact with our customer service team. Our records indicate your order has been cancelled. Please allow 3-7 business days for the refund to appear into your account. 

• Initial Complaint

  Date:07/12/2023

  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 bought $1556 of fragrance from Fragancenet on July 6th and requested next day shipping. There was an issue with my order so I called on July 7th around 10;15 am to address the issue and to make sure my order was placed before 12 PM so it can be shipped out in time. I requested that this order arrive by Monday and the customer service rep assured me that my order would be processed in time to be sent out. At 3 pm on July 7th, I called again because I had not received confirmation that my order was processed and I found out that my order had not been processed and the customer service rep assured me it would be shipped out Saturday, July 8th. I was told I would have it by Monday but worse case Tuesday. After Monday came I still had no update for my package I called them back again. I was told thet it left the package warehouse Saturday and that *** must have been behind on their update on tracking the package. Today I called *** seeing that this package required a signature to get that aspect removed as I would not be home. *** confirmed that they had not received the package and only a label had been created. I tried calling FraganceNet at 4:30 pm today they had already shut down their customer service.

  Business Response

  Date: 07/12/2023

  Please allow us to begin with our apologies for the delay with receipt of your package and for any inconvenience this may have caused. According to the information provided by the courier, this package is out for delivery July 12, 2023. We do apologize that this package was not delivered within the suggested time frame. We have issued a refund to customers pay method for the expedited shipping fees. In addition, we have applied an additional 10% discount for this inconvenience. We ask that customer please confirm this information by checking the status with *** with the tracking number provided.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 07/12/2023

  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 checked my payment method and the discount issued is not 10% of the amount I paid for these items its not even 5%. FragranceNet needs to clarify what they are taking 10% off as a discount.  

   

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  Business Response

  Date: 07/13/2023

  Please accept our apologies for not receiving the total refund amount for the promised 10% discount. The balance has been issued and customer will be able to confirm the complete refunded amount within 4-7 business days.
  
  Thank you
  FragranceNet.com
  Customer Service

• Initial Complaint

  Date:07/07/2023

  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 a order on June 21 2023 I have not heard anything on my order I payed with afterpay order number is************ I paid $130.00 after has already started taking money out my account I would like to cancel order and get refund

  Business Response

  Date: 07/07/2023

  We have checked our records and this order was not successfully received into our system. Since this order was not processed with FragranceNet.com, we have voided the existing Afterpay transaction to avoid further payments for this purchase. We apologize for any inconvenience this may have caused.

  
  Thank you