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: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.

  I placed an order for 2 items on 5/9/23 and the items were said to be shipped out on 5/10/23. On 5/11/23 I received an email at 12:39PM stating that my order was delivered at 3:36 PM by a company I know nothing of. I reached out to the merchant and spoke with ******* who was very rude and ignored everything I asked her. She advised me to reach out to my bank in regards to this order which does not make any sense to me ! I originally asked for a reshipment of the item but I no long wish to do business with this company! I want my funds returned IN FULL .

  Business Response

  Date: 05/30/2023

  Please note our records show that a full refund has been issued to customers original payment method. This refund was issued on May 12,2023.
  
  Thank you
  FragranceNet.com
  Customer Service

• Initial Complaint

  Date:05/11/2023

  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.

  Not to be trusted. Ordered on a Saturday. On Wednesday received my first communication saying my order would be late. Reached out to ask why. Was given a form reply saying my order status showed it processing in the warehouse. Researched some more and found a myriad of reviews pointing to how unreliable FragranceNet are. Also lots of evidence of selling fake products. Requested a cancellation of the order, but theyve declined and also declined to give a reason. Absolute shame on you, BBB. How in the French fried **** are you giving this garbage company an A+ when their average customer reviews on your website are ****?!

  Business Response

  Date: 05/11/2023

  Please allow us to apologize for any inconvenience this may have caused. We have cancelled your order and issued a full refund back to your original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/08/2023

  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 on 5/4/23 and noticed they were shipping to a completely different address I immediately cancelled it and advised them it was the wrong address and it was denied they shipped it the next day after I informed them of the incorrect address and wouldnt change the shipping address nor refund my money

  Business Response

  Date: 05/08/2023

  Please note our records indicate that customer contacted our *************************** to request cancelation. At the time the request was received, the order shipped from our facility and we were unable to stop the shipment.Since this order has not been received, we have issued a refund to customers pay method. Typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/09/2023

  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:05/04/2023

  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 Anais Anais original 100ml on April 28,2023. I paid $74.04 through my bank. I was sent a link that does not work. I've tried to directly phone this company and emailed without response. I've entailed long distance charges along my way. I have my order number and transit number. After I contacted Better Business Bureau I received an email with the same link that does not work. I feel I was overcharged in the first place but at this point I want the product I ordered or a full refund. I will not be purchasing any products in the future with this company. I've tried to send correspondence between the company and myself but I am using my cell phone as I do not own a computer.

  Business Response

  Date: 05/04/2023

  Please note our records indicate that we received email notification from customer with regards to their order and a response was sent with indicating that the order has shipped. We are awaiting the courier to post updates regarding this delivery on their website. We ask that customer please continue to track the process of this delivery with the provided tracking number and link.  We ask that customer contact us again on May ******* if this package has not been received.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 05/05/2023

  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 link Fragrance Net sent me to track my order doesn't work. They're asking me to track my order but I can't.   

  **********************;
  
  
  
  
   

  
  

• Initial Complaint

  Date:05/03/2023

  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.

  3 orders such : 04/25,04/26 and 04/27. No update ever since. Didn't know when my orders will be process and delivered. It's a shame to be ignore that way!

  Business Response

  Date: 05/03/2023

  Our records indicate that your orders have been shipped. Orders shipping to ****** can typically take 2-8 business days to arrive (excluding weekends). However,depending on your local customs, you may incur some delay in receiving your shipment. We ask that you wait 14 business days to receive your order. All the tracking details have been emailed to you and tracking should begin to show movement once the orders have cleared customs. We appreciate your patience. 

  Customer Answer

  Date: 05/04/2023

  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:05/03/2023

  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 on Wednesday April 26th and Paid for the "GUARANTEED 1 BUSINESS DAY DELIVERY", well a week later I have not received anything. I called *** with the tracking number i got in an email from Fragrancenet which by the way mentioned it shipped but the tracking number only stated on its way, *** mentioned that the label was created but nothing more it was not in their possession, and this was 2 days after. Fast forward to now, they credited back the shipping expense but I STILL don't have my items and every time i talk to their customer service they don't want to do any service they say we submitted this we submitted that but I have to follow up with them, NO YOU FOLLOW UP, this is you're fault you should be doing the due diligence. Just horrible service, the amount of emails the send for your business and when they get it they drop the ball in every aspect. I still dont have my products, I would like a thoroguh explanation from there with a solution no more excuses!

  Business Response

  Date: 05/03/2023

  We apologize for the delay in shipping your order.  We have issued a refund back to the original method of payment for the shipping fee. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank). The order is scheduled to arrive today, May 3, 2023. 

• Initial Complaint

  Date:05/03/2023

  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 would like to file a complaint against fragrancenet.com. I ordered perfume from this company with the understanding that their products are 100% authentic and that they do not sell fake products. Such information can be found on the website, in multiple places. The products I ordered were not authentic. I spent a total spent a total of *****. Each fragrance I purchased is fake, the scent lasts maybe 10 mins to an hr at best. The smell of alcohol is very strong when first applying. One of these perfumes happen to be something I wear all the time and it doesnt smell anything close to the authentic version. I appreciate any assistance with this issue.

  Business Response

  Date: 05/03/2023

  Please accept our sincerest apologies for the condition in which these items were received. FragranceNet stands behind the quality of the items sold and if the quality of the items received are not up to our customers'expectations, we are more than willing to provide a prepaid postage label for these items to be returned for full refund. We would like these items to be returned so that we can return then to our suppliers.  The label has been emailed to the email address we have on file for customer. Once the items are returned, a full refund will be issued to customers pay method.
  
  Thank you
  Customer Service 

  Customer Answer

  Date: 05/03/2023

  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 purchased items under the premise that they were 100% authentic which your company claims all over the website. Frangrancenet  misleads consumers into purchasing fake product. I am declining the offer to return the products for a full refund due to the fact that this company cannot be trusted. Did my payment information get saved in their database? Are they going to send a check? How is the refund going to dispersed? Can I trust the fact that I will even receive a refund after sending product back? I am asking for a full refund without having to inconvenience myself by packing, boxing and driving out of my way in order to have the products returned. Product that should not HAVE to be returned in the first place. Items werent damaged, FragranceNet makes fraudulent claims of authenticity to their consumers.
  Thank you for your time and assistance in this matter. 

   

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

  Business Response

  Date: 05/04/2023

  With efforts of providing immediate assistance to customer, we have issued a full refund to the pay method used for this purchase. So that we may address the issue regarding the condition of these items with our Product Team and Suppliers, we politely ask if customer can return these items back to our facility. The return label can be affixed to the package and left at the residence for the mail carrier to return to the Post Office.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/25/2023

  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 MADE A PURCHASE ON 4/19/2023 IN THE AMOUNT OF $221.04 WITH FRAGRANCENET. ORDER #********* AND THEY HAVE DELIBERATELY PLACED MY ORDER ON HOLD ALLEGING THEY NEED ADDITIONAL INFORMATION. THIS IS NONSENSE AND I HAVE NEVER HAD THIS KIND OF PROBLEM BEFORE. I'M EXTREMELY ANGERED BY THIS INCIDENT, THEY NEVER ANSWER THE ***** TO ADDRESS THE PROBLEM AND I'M NOT GOING TO ACCEPT THIS NONSENSE.

  Business Response

  Date: 04/25/2023

  Please note our records indicate that an email was sent to customer from our Credit Team. FragranceNet participates in payment verification. Unfortunately, we received a partial match with either the numerical portion of the address or the zip code. We ask the customer to confirm this information so that we may continue the process of this order. Our Credit Team is unable to release this order until this information is updated. If customer does not want to provide these details, we can cancel the order per their request. We would like to continue the order process and we ask that customer respond to the email from our Credit Team.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/26/2023

  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:

  I have provided them with all of the necessary information and they're refusing to process my request in a timely manner
  

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

  
  
  
  
   
  

  Business Response

  Date: 04/26/2023

  Please note our records indicate that customer has contacted our Team and provided the requested information. The order is currently processing at our warehouse for fulfillment and shipping. Email notification will be sent once the order ships.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/27/2023

  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:04/24/2023

  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 ordered 7 perfumes in multiple orders from Fragrancenet. So far 3 of the perfumes smelled either off from the originals or rancid. I checked the batch codes of all 3. 2 were well over a year old. And one was 3 years old. 3 years old for a perfume is well expired, 1 year it is still possible for some perfumes to be expired. All 3 are unusable due to the smells and I'm still waiting to recieve 4 other perfumes. Which I assume will also be expired as well.

  Business Response

  Date: 04/24/2023

  Please allow us to offer our sincerest apologies for the condition these items were received. We have created a Return merchandise Authorization and emailed a prepaid postage return label to customer so that the items may be returned to us for full refund.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/20/2023

  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.

  Date of transaction: March 29 I paid $600.31 USD I was suppose to get high end colognes I ordered high end colognes, and when they got here the box they came in was completely empty. I didnt receive anything I contacted the business a day after, and nearly the same day they got back to me saying they cant do anything for me and theyve did the proper claims, which I think theres no way they could have looked into it that qucik and came back with that resolution to not do anything for me.My account is ************************* order #*********, tracking number: *************

  Business Response

  Date: 04/20/2023

  
  Please note our records indicate that customer reached out to our **************** Team via email, to report the details of their delivery.Our Team advised customer to reach out to the payment provider, PayPal, for further assistance. FragranceNet has requested the customer to take these steps so have we may reach resolution regarding this matter. Please see the email correspondence below.
  
  Thank you
  ****************
  
  Inbound Email
  *******************@***********/13/23 | 1:10 PM
  Problem with order #*********
  Hi there, my order number is *********, I made this order about 2 weeks
  ago, it just delivered yesterday but the box was completely empty, as In
  nothing was in the box that was delivered, none of my cologne or anything
  were in the box!
  Outbound Email
  from:***********************/14/23 | 6:11 AM
  In regards to your FragranceNet.com Inquiry
  Thank you for contacting Fragrance.com.
  Order *********
   In response to your email, the warehouse has confirmed the shipment of these items within your package; therefore, we have conducted the proper claims with the courier and we ask at this time for you to reach out to PayPal for further compensation. This will be resolved here through that department. We appreciate your understanding on this matter and apologize for any inconvenience.
  
  Please contact us again if you need further assistance.
   
  Thank you, 
  Fragrance.com 
  **************** 
  ************************
  ************ (international) 
   
  Trusted Online Since ****, Over ****** Genuine Brand Name Fragrances, Skincare,Haircare, Candles, Aromatherapy & more...