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:06/27/2023

  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 11 cologne and perfumes on 5/31/23. I never received the merchandise. I bought it through affirm and I already started paying off something I have never received. All orders from this company I requested that it be signed for when it arrives. No one sosigned for anything and I checked my cameras and it was not delivered when they say it was.

  Business Response

  Date: 06/27/2023

  Please accept our apologies that this package has not been received. Since the courier has not successfully delivered this package, we have issued a refund to customer for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 06/28/2023

  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.
  
  Got refund yesterday from fragrancenet 
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/23/2023

  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 something a gift for Fathers Day. The package was signature required. It was delivered to the wrong place and a signature was never gotten. Now customer service isnt responding. Hold times in the phone have been 35+ minutes and 55+ minutes. And Ive sent multiple emails, only to get a response days later to a question I already had answered. I was told I should just ask for a chargeback by a rep on the phone and told to dispute the charge in an email. I would love to simply talk to someone, but I do not have an hour to wait on hold or wait days to get an email response that is answering a problem I already solved myself. **************** is awful.

  Business Response

  Date: 06/23/2023

  Our records indicate this customer contacted us stating the package was found and requested to return it. We sent all the return details to the customers emails address. 

  Customer Answer

  Date: 06/23/2023

  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 asked for the *** in advance because I was not getting any communication from shipping agent or seller. My package was left outside the leasing agents office, never got a signature and when I got home last night the leasing agent said she made and a mistake and the package she had was not mine after all. Should I alert authorities, does anyone know if the package was signed for? Why was it not even attempted to be delivered to my house, where signature was REQUIRED, because it was a high priced item( $700+ is expensive to me) So now Im back to searching for the package and ZERO help from the shipper or the seller  can I please get a phone call, so I know what to do. Do they truly want me to do just do a chargeback as stated in the email? Im so confused and upset.  

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

  Business Response

  Date: 06/26/2023

  We apologize your order was not received. We have issued a full refund. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 06/27/2023

  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:06/22/2023

  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.

  I have never had a problem with FragranceNet but I wont be using them ever again after this. I ordered Montale Starry Nights on the 18th of June and received a tracking number a few days later. The problem is that the courier ****** doesnt have my package and it seems to be lost somewhere, Ive called FragranceNet twice and waited on the phone to no avail and no help. Ive also emailed and received no response, FragranceNets customer service is honestly something to laugh at because it doesnt exist.

  Business Response

  Date: 06/22/2023

  We apologize your tracking information does not show any movement. We will follow up with the shipping courier and if not received by Monday, June 26, 2023, please contact us. 

  Customer Answer

  Date: 06/23/2023

  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:06/22/2023

  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 two items on 6/15 order #********* and all I see for status is items ordered. They have already taken the money on 6/16 so I should be seeing items shipped. I have called several times and emailed and have had no response. On 6/20 when I called there ************* you couldnt even get through. A message came on saying system error . I have tried several different times and there has been no contact whatsoever. Is this the way they handle their customers. They sure took the money out of my bank quickly.This is the 1st time I placed an order with them, so this will be the last. I want to know if and when my items will ship or what is going on with my order. Thank you,

  Business Response

  Date: 06/22/2023

  We apologize for the delay in shipping your order and for not being able to get in contact with our customer service. We have issued an additional 10% off for the delay. Please allow 3-7 business days for the refund to appear into your account. Your order will be shipped in the next ***** business hours.   

  Customer Answer

  Date: 06/22/2023

  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: 

  My question I want answered is when are they going to ship it. They keep saying its in their warehouse so why havent they shipped it. They took my money the day I ordered it. Its now been over a week since I ordered and they keep saying the same thing in the warehouse.
  I want an answer as to when are they shipping. Why dont they tell customers when you order how long it takes for the warehouse to pull the order. Terrible customer service. 

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

  
  
  
  
   
  

  Business Response

  Date: 07/03/2023

  When orders are placed online with FragranceNet.com,customers are provided with an estimated time frame as to when the order will be received, depending on the shipping service selected by customer. Once the order is received in our warehouse and fulfillment has begun, customer will receive an email informing of this status. The following email will alert customer that the order has been shipped. The fulfillment process can vary; therefore, our commitment is the time frame in which the order should be received from the time of purchase.Our records show that customers order was delivered on June 24, 2023.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:06/21/2023

  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.

  FragranceNet.com I placed an order with the above company on-line. The order was mailed through ***** I followed the very strange tracking traking data all through my orders emergency hold-**** and finally a delivery which never happened. I have a locked mailbox, also, if the package was delivered to my porch, I have a package depository that is visible by security camera, there was no delivery attemp. The package was not delivered to my door. The tracking stated that on June 20, ****, the package was delivered to my mailbox at 11:16 PM. I confirmed with my local post office that mail is not delivered past 6:30 PM weekdays. I happened to be awake when I received the notification that my package was delivered at 11:16 PM. I went right to my mailbox at exactly 11:18 PM, no package. I am concerned about the very strange tracking from the start-up to the claimed package delivery. I originally paid for 2-3 day shipping on this order for the amount of $17.59, they mailed it standard post which I could have recieved for free. I complained on a review, and was reimbursed the $17.59 spent on up grading postage. The customer service toll free number never answers, you are put on hold and forgotten about. The email only sends out canned computer generated responses that do not solve your problem(s). In a previous order I had an order item that was out of stock, I was not notified. I had a leaky bottle of perfume oil in a previous order and no way to address the issue with FragranceNet. The absolute worst customer care!If I do not hear back from FragraceNet, I will report to ***** my financial institution, and SHOP. For the exception of the postage reimbursement, none of the above issues have been resolved.

  Business Response

  Date: 06/21/2023

  We apologize your order did not arrive. We have processed a replacement for the order you did not receive. Once shipped you will be emailed a new tracking number.  

  Customer Answer

  Date: 06/22/2023

  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 have recieved an "outside source" email from CX. Apparently a computer generated canned response stating my order is being re-sent, and a tracking number will be emailed to me at a later date. That has not happened yet. As for the defective leaking oil, a tracking number was issued. However, the carrier has not received the merchandise as of yet. So, as stated in my complaint,  the only issue completely resolved is the ***** for expedited postage that was not honored from the original orger.  That refund has been received and noted on my 

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

  Business Response

  Date: 06/23/2023

  For the order that was not received, we have processed a replacement, but we are waiting for the arrival of the products. It can take 3-5 business days for them to arrive and once received to our warehouse the order will be shipped out. The item that was already reshipped, the tracking will take ***** hours to update with an estimated time of arrival. 

  Customer Answer

  Date: 06/23/2023

  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:06/21/2023

  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.

  I placed an order over the weekend. I realized that the email address was incorrect. So I am unable to get order confirmation. I have tried to called yesterday and they are closed. Today, no one answers and none of the options allow you to speak to someone. I tried emailing them as they suggested and no one is getting back to me. I left my correct email and phone number on my email to them. At this point, I want to cancel my order and I want to make sure the pending charge on my credit card for $177.52 doesn't go through. I want an emailed confirmation of this sent to ************************* and NOT ************************* That is an incorrect email that they had on file and defaulted on my order. I do not have an order number since I never got a confirmation. I can also be reached at ************.

  Business Response

  Date: 06/21/2023

  Our records indicate your order has been cancelled. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 06/22/2023

  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:06/20/2023

  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.

  I ordered My Burberry Blush by Burberry Eau de perfume spray on 13 June 2023 (Order number *********). Its price is $90.38$ after the coupon. THE TRACKING ID is here ************ but it was labeled created(6/13/2023 1:52 PM). However, the product has not yet been shipped. I have sent an e-mail to the company about the situation for the last two days but have not received a response yet. Also, since I'll be abroad for a long time at the end of this month, I emailed again to cancel the product and have not received a reply yet. Even if the product is shipped today or tomorrow, I will not be able to receive the product due to the delivery time of the shipping.

  Business Response

  Date: 06/20/2023

  We apologize we were unable to cancel your order. Our records indicate the order was shipped but since they will not be there to receive it, we issued a full refund. Please allow 3-7 business days for the refund to appear into your account. If they do end up receiving the order, please contact ** for a return postage label. 

  Customer Answer

  Date: 06/20/2023

  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.
  
  
  The company canceled the product two hours after I sent you an e-mail. It stated that it transferred my money to my account, $ 96.12. 
  Thank you very much for your help.
  
  ***** *****
   
  
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  On June 11th 2023 I ordered a deodorant stick from fragrancenet.com, right? So I kept trying to contact them before the order even got sent off be as though I paid $13.95 for the order to be delivered into days so when I emailed them they told me that I only paid for standard which is not true I paid $13 to have my stuff sent in 2 days they won't answer the phone this number that they have keep popping up all over the place I have called three times and was left on hold for an hour.All I'm requesting is my money back a total of $56 thank you

  Business Response

  Date: 06/20/2023

  We apologize for the delay in receiving your order. Our records indicate, we issued a refund for the shipping cost, please allow 3-7 business days for the refund to appear into your account. The order was shipped with ***** and is scheduled to arrive today June 20, 2023. 

  Customer Answer

  Date: 06/22/2023

  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:

  The package came on yesterday and a package came yesterday The package was supposed to be here 2 days after I ordered it because I paid a shipping cost on top of that it was not even here for Father's *** on top of that it got delivered here and I told ***** to return to sender then the very next day they delivered it again and on a package it clearly says recipient reviews and I had to call ***** to tell them to pick it up they picked it up on yesterday and returned it to the company So I guess I'm waiting for my refund can you please let them know that ***** has picked it up from me here at *** ********* ***** and hopefully they'll receive their package so that I may get my refund I did receive the $14 for the shipping pay Now I'm Just expecting to receive the other half of my refund for the deodorant stick that I didn't keep Thank you. 
  ***** (*******) ******
  
  
  
  
   
  

  Business Response

  Date: 06/23/2023

  We have processed your request for a credit. We have issued a refund back to your original form of payment in the amount of $43.03. Please note a refund can typically take 3-7 business days to appear on your account. (depending upon your bank).

• Initial Complaint

  Date:06/15/2023

  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.

  Ordered three items (order *********) for a total of $63.41 on 6/8/23. Items shipped on 6/9/23 via ***** SmartPost (Tracking ID *************. After four days of the package showing at the same location I contacted ***** on 6/14/23. ******* at ***** told me that the package was considered lost as it has been scanned ten times at the same location and is no longer moving through their network. She said because the item was shipped via SmartPost, the merchant would have to replace or refund the package. I contacted FragranceNet at ************* and was on hold for 2 hours and 37 minutes before I disconnected. I need a replacement for this package as it is to be a gift for someone in 2 weeks.Very nervous now as I just placed a large $200 order yesterday and hoping it gets to me now that this has happened!

  Business Response

  Date: 06/15/2023

  Please accept our sincerest apologies for the delay with receipt of this package. We have reached out to the courier for updated information regarding the delivery of this package. The courier has verified that this package is scheduled for delivery on Thursday June 15, 2023. This information has been updated on their website. We ask that customer please allow for this delivery. We ask that customer reach out to our *************************** if the order is not received as scheduled.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:06/14/2023

  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.

  Date id transation. June 7 2023 Order number ********* mollecule01 perfume ***** ** price tax not **** I believe I was scammed with this perfume. It smells like nothing at all. I believe the fence evaporated. I have spent countless emails to customer service and no response. I would like to have this problem rectified immediately I just was a very expensive perfume. I am willing for them to send me a replacement under the condition that the perfume has a scent. I believe this perfume most likely was sitting on the shelf for over a year or more. Its absolutely smells like nothing.

  Business Response

  Date: 06/14/2023

  Please allow us to begin with our sincerest apologies for the condition in which your item was received. We have issued a refund to your pay method for this purchase. The item does not need to be returned to our facility.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 06/15/2023

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