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:06/12/2023

  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 had placed an order with Fragrancenet.com online for some cologne on May 19th, with order number being #********. My order was placed on hold for verification, which is fine, and I appreciate them looking out for my safety. Unfortunately, this meant my order was a bit delayed, but I wasn't too worried as I'm in **********, which should mean shipping times would be relatively quick, so I didn't think too much of it, but I had a trip on the evening of May 24th out of country. May 24th comes and goes, and I take my trip. On the 25th, I get an email that my package was delivered. I think nothing of it, thinking that it's being held at the depot/post since I was not there.My trip concludes and on May 30th I check to find out that there is no package held for me, nor do any of my neighbors have it. I reach out to Fragrancenet.com and inform them that I do not have my package even though it is marked as delivered, they tell me to wait a few days and to check with him by Monday June 5th if my package still hasn't arrived. I wait, and reach out again and they tell me that the package was signed for and "However, due to numerous occurrences of packages not being received". This is the FIRST and only time I have ordered from Fragrancenet and I let them know, and ask for who signed for my package.A few days go by with no response from my last email asking them who signed, and that this is the first time I have ever ordered from them. They finally respond letting me know it was me who signed on the 25th of May at 10:45 AM--which is impossible since I wasn't even in the **--and that they won't be doing anything else.It's frustrating that they are completely ignoring all the facts and refuse to acknowledge anything I've said.Tracking Number: **********************

  Business Response

  Date: 06/12/2023

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 06/16/2023

  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.
  
  Thank you
  
  
  
   
  
  

• Initial Complaint

  Date:05/26/2023

  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 05/17/23, received 05/23/22. Order #*********. Item - ******************* man aqua cologne. Comparing it side-by-side with existing store-bought version, and this item is weaker in scent and appears watered-down. Not an authentic item. Paid $57.42, seeking full refund. This product is not what was promised.

  Business Response

  Date: 05/26/2023

  We apologize that customer was not satisfied with the quality of the item received. All items sold at FragranceNet are authentic brand name products.We do not sell imitations or knock offs. We have emailed a prepaid postage return label to customer so that these items may be returned to our facility. Upon receipt of the returned items, a full refund will be issued to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/26/2023

  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 company misrepresented this product. I have tendered the package to the courier, which the company can track and confirm, however I do not wish to wait weeks for a refund. I want a refund processed today. 

   

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

  
  
  
  
   
  

  Business Response

  Date: 05/26/2023

  FragranceNet has issued a refund to customers original pay method.  FragranceNet is expecting to receive the returned item so that this issue may be addressed with our Team.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 06/01/2023

  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. A refund was issued to me, and I consider the matter resolved as long as the refund remains permanent. I will update the case if things change. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  On approximately 5/1/23,I placed an order for a fragrance by Spirit of Dubai named Turath. A P.O. Box was provided as a mailing address and it was accepted. I also paid the full amount and then the product was shipped. I was never informed that my package could not be delivered to a P O. Box and Fragrance.Net delivered the package to my home address, which is unsecured, and the public has access to.That is the reason I have a PO Box. I attempted retrieval of my package and it was not there nor did any of my neighbors pick it up. I have made numerous phone calls to Fragrance.Net to no answer and I have also attempted to E-mail them as well to no response.

  Business Response

  Date: 05/24/2023

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused.  We have confirmed the details posted on the website by the courier. There is information stating changes was made to the delivery address. FragranceNet was not notified of this issue, and we did not change the shipping address on this order. Since customer has stated the package was not received, we have issued a refund to customers original pay method.
  
  Thank you

  Customer Answer

  Date: 05/25/2023

  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:05/24/2023

  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 was charged for an items I never received. I have called the company numerous times. I never get an actual person. I have left messages and emails without anyone contacting me.

  Business Response

  Date: 05/24/2023

  Please accept our apologies for the non-received package and for any inconvenience this may have caused. Our records indicate that we have received notice of an initiated dispute with PayPal for this non-received package.While disputes are being reviewed, PayPal does not offer the Merchant the option to issue a refund while the dispute is being reviewed. Our Team will be contacted by PayPal when a resolution is reached. If the customer drops this initiated dispute, we will have the ability to move forward with the refund prior to waiting for resolution to be reached.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/23/2023

  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 for 5 perfumes from this company they have now started shipping with Better trucks which is similar to lasership. The drivers deliver in their personal cars and deliver at any time of the day. My order was scanned delivered on 5/16/23 I called the carrier company and let them know the item was not delivered. They opened a claim and advised me to reach out to the company. FragranceNet told me to call back on Monday if I have not received my package. Monday they claimed that there was nothing they can do.

  Business Response

  Date: 05/23/2023

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused.  Our records indicate that we have received correspondence from customer on May 22, 2023, regarding this non-received package. As normal process when orders are placed with third party billing, customer was asked to contact Afterpay to report the details of this non-received package and to initiate a dispute for this purchase. This is the course of action we ask our customer to take so that we may reach resolution to this matter.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/24/2023

  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 already filed a claim with the shipping company and the representative I spoke with told me if I havent heard back by MONDAY 5/22/23 she would process the refund. I did my part and the merchant did not. Afterpay will not do anything about the refund or missing items. They have already told me that they are NOT responsible. 

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

  Business Response

  Date: 05/25/2023

  Our records show that a full refund has been issued to customer.The funds will be returned back to the customers original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/22/2023

  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.

  Placed order ********* with a company that has a dismal review pattern on the BBB website. I received damaged items from this business. The business issued RMA *******, the business received the damaged items back on May 16th, 2023 via Federal Express. The business confirmed with me via email that they have the returned items. The business has the audacity to tell me to wait up to 14 days for a refund. Maybe in the future they can send orders out and say "pay ** in 14 days". I am due a refund for the 3 damaged items!

  Business Response

  Date: 05/22/2023

  Please allow us to begin with our apologies regarding the condition in which your items were received. We have processed your returned package and a refund has been issued to your original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/19/2023

  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.

  This transaction is from April 21 for the amount of $972. The reason I am contacting is because I paid for the prompt and safe delivery of my order. However what I paid for is not what I got. After about a week after still not getting my order I contacted and they advised me to wait an additional 14 business days(almost 20 calendar days) and theyll get back to me on May 15th. That date has now passed too and I still have heard nothing! I have tried to contact the carrier and they told me I need to contact Fragrancenet.com directly. This is so heartbreaking because I got these for my sons and *** made every effort on my end to solve this and have cooperated with fragrancenet.com every step of the way. Given the painful experience I have had, a refund is very appropriate. I have attached a screenshot of my conversation where I was supposed to hear back on May 15. Order number: *********

  Business Response

  Date: 06/02/2023

  Our records show that a refund has been issued to customers original pay method for this non-received package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 06/05/2023

  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 issue was handled with professionalism and class. I will 100% be shopping from the company again! 

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

  
  

• Initial Complaint

  Date:05/18/2023

  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.

  Order# *********, Order Date: 5/12/23, Order total: $75.49. Order/Product arrived leaking/damaged. As such, I am requesting a full refund of $75.49. Pictures of the damage attached.

  Business Response

  Date: 05/18/2023

  Please accept our apologies for the condition in which your package was received and the condition of the item. We have issued a full refund to your original pay method. Refunds can typically take up to 7 business days to appear on account.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/19/2023

  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:05/15/2023

  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.

  I am receiving unsolicited packages via *** and I want it to stop. Packages are full of coupons for things I do not want, plus some fragrance items. I tried to contact company via chat and ended up in some service that would charge me $5 to continue chatting with a "professional" would could resolve my problem. I just want these people to go away.

  Business Response

  Date: 05/15/2023

  Please allow us to begin with our sincerest apologies for any inconvenience this may have caused. We were successfully able to locate an account in our system with the information provided. FragranceNet does not charge our customers to use our online chat services.  Since customer has indicated that these orders were not authorized, we have marked the account in our system. So that we may offer further assistance, we ask customer please contact our **************** Team at your earliest convenience. In addition, we ask that customer contact their financial institution to report these fraudulent activities. Our contact information can be located on ********************.
  
  Thank you
  ****************
  

• Initial Complaint

  Date:05/15/2023

  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.

  2 orders placed - PayPal went through twice for the exact transaction. Cannot reach anyone at the company to clear things up so I just want to cancel and get my money of $110.24 and $110.24 twice back! No one answers the phone or email. This is a terrible business practice!

  Business Response

  Date: 05/15/2023

  Please accept our apologies for any inconvenience while attempting to reach out to our **************** Team.  We have checked our records and we are not showing receipt of orders placed on our website. If you have receipt of purchase from PayPal, we ask that you please reach out to ** and provide the transaction numbers that support these charges. We will be more than happy to void these authorizations if these orders were not successfully submitted.
  
  Thank you
  ****************