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:04/19/2023

  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.

  Hello Order # ********* Has not been yet delivered. I tried contacting the merchant and no response has been received. Im not sure which carrier you using. Whoever it is, call them and let them know they lost my package. Thanks

  Business Response

  Date: 04/19/2023

  Our records show that this order shipped from our warehouse on April 10, 2023, and was delivered on April 12, 2023. Since this order was not received, we have issued a refund to customers pay method for this purchase. Typically refunds appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/19/2023

  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.

  I order a few items Which was delivered to an address which is not My address contacted the shipping compony and fragnencenet too they wont help me resolve this issue at all this is ************************************************************************************** resolve this issue i also wrote to laser ship and they never get back to Me Thank You ***************************

  Business Response

  Date: 04/19/2023

  Please note our records show that customer reached out to us on April 18, 2023, to report the non-received package. Our **************** Team indicted that we would be initiating an inquiry and file a claim with the delivering courier with regards to the missing package. In the interim, we asked customer to contact us again on April 21, 2023, to allow for a response from the courier. In efforts of resolving this issue, we have issued a full refund to customers pay method for this purchase.
  
  Thank you
  ****************

  Customer Answer

  Date: 04/20/2023

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  I ordered some fragrances from FragranceNet.com, order # ********* tracking #*************** (OnTrac-LaserShip)it totaled $231.50. The first package was misdelivered and lost via OnTrac and so FragranceNet.com reissued the package and OnTrac lost it again. I did not receive my package again even though it said it was delivered on 04/14. I called OnTrac and ******, a representative told me that it was delivered even though the online tracking said it was still in transit and so I took photos that stated it was still in transit until Monday 04/17 when the online site was changed to delivered on 04/14. No photos were taken as to where my package was delivered. It clearly states that photographic proof is provided on every delivery to ensure proper service.No photo was taken and my package was in transit until Monday 04/17 when they marked it was delivered on 04/14. My home security cameras show no delivery on 04/14. I have photos to upload as proof that my pkg was in transit. The issue I have with FragranceNet.com is that they emailed me with an unfamiliar order number stating they were refunding me $63.00 for that order! I dont even know where they came up with that number or amount. I want my refund for $231.50 since I NEVER got that order delivered. They deducted that amount from my account and since I did not receive my package,after two failed attempts, I want a refund in the amount they charged me. This is ridiculous. Phone calls to FragranceNet.com are left unanswered and the replies I get are generic and ambiguous.. ALL I WANT IS MY ACCOUNT CREDITED IN THE AMOUNT OF $231.50. Its the least they could do for losing my package twice.

  Business Response

  Date: 04/18/2023

  Please accept our apologies for the non-received packages.FragranceNet has issued a full refund for this purchase on April 17, 2023.Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/18/2023

  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:04/18/2023

  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 bought a bottle of Versace Eros flame eau de purfum for ***** on the 11th of April and its been sitting at a ***** location for 3 days now and Ive been trying to get in touch with ***** and fragrancenet with No luck I just want my cologne

  Business Response

  Date: 04/18/2023

  Please accept our apologies for any inconvenience this may have caused. Our records show that customer contacted our **************** Team on April 17, 2023 regarding status on this order. Customer was asked to allow until April 24, 2023 and if the package was no received by that date,further action will be taken. According to the information provided by the courier, this package is scheduled for delivery April 18, 2023. We ask that customer allow for this delivery and contact us again if the package is not received.Customer has received tracking information previously so that the status of this delivery can be confirmed.
  
  Thank you
  ****************

• Initial Complaint

  Date:04/17/2023

  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 placed an order over a week ago and never got any tracking info from when it shipped so I called customer service. I dont even know why they bother with having a customer service team because they hardly ever answer and when they do they refuse to help you. My point is that I never received the package and im beyond mad! I want my **** money back and for someone to correct this issue!

  Business Response

  Date: 04/17/2023

  Please note according to the information provided by the courier, this package shows delivered on April 14, 2023. We apologize for any inconvenience caused by attempting to contact our **************** Department.As policy, FragranceNet ask customer please reach out to Afterpay to report the non- received package and to initiate a claim for this delivery. FragranceNet will receive notice from Afterpay once the claim has been initiated.
  
  Thank you
  ****************

  Customer Answer

  Date: 04/18/2023

  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:

  Whoever this was replying to this complaint clearly should know that you cannot initiate a claim thru Afterpay. The only thing you can do is push a payment back due to items not being delivered. Hence why *** tried to contact fragrance net by phone and get hung up on everytime, and email several times all of which have gone unanswered. As I previously stated, where the package was delivered isnt my house! Attached you will see a photo of my porch and take notice that there isnt green carpeting and the porch is enclosed. I would like a full refund asap and I will never order thru here again and also let everyone I know how horrible of an experience this has been!
  

   

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

  Business Response

  Date: 04/19/2023

  Please note as we have reached out to the Afterpay regarding the non-received package. We have issued a refund to customer for this purchase.
  
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  Date of the transaction: march 28, 2023 I placed an order with Fragrancenet on March 28, 2023, and received the package on April 8, but the package is empty, there is nothing inside the box. I contacted the business immediately but they still did not response my email, I also called them but no one answer the phone. I want the refund back as soon as possible Order number:********* Shipping Address ****** L ******************************************************************* The product: Creed Jardin d'Amalfi by Creed eau de parfum spray 75 ml Item# ******

  Business Response

  Date: 04/11/2023

  Please note our records show that the delivering courier has confirmed delivery of this package. The package was shipped from our facility containing the purchased item. The images of the package at the time of delivery provided by the courier, does not indicate signs of tampering. We ask that customer please contact PayPal to initiate a dispute for this purchase as well as contacting the courier to file a claim.
  
  Thank you
  Customer Service
  

• Initial Complaint

  Date:04/11/2023

  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.

  Hello, I was looking to buy colognes on March 31st and found fragrancenet, after finding the colognes i wanted I put them in my cart and saw that a signature would be required on delivery. I called fragrancenet to ensure a signature would be required and they reassured me. I purchased the colognes (order #*********), the colognes then got delivered without a signature. I paid 1300$ for colognes that required a signature for them to be dropped off with no signature. I received no colognes. I contacted fragrancenet about this issue and they simply tell me to dispute the claim. Why would I need to dispute the claim if you guys assured me the package would need to be signed for. Now I am out 1300$ and 4 colognes. I want fragrancenet to refund me the full cost of this! I will never be dealing with these guys again!

  Business Response

  Date: 04/11/2023

  Please allow us to begin with our apologies for the non-received package. FragranceNet has previously advised customer to contact PayPal for further assistance and to report this failed delivery. PayPal will reach out to the appropriate department with FragranceNet to reach resolution.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/12/2023

  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:

  FragranceNet PROMISED A signature upon delivery that was the whole reason I trusted them to order and when the carrier they used decided to drop off package in A place anyone could steal it from they want me to contact PayPal. FragrancNet LIES to their customers and refuses to help them. Fragrancenet has lost my business and I will make sure to post this all over Reddit, instagram & ******* so the rest of the world can see how fragrancenet leaves their customers in the dark due to their lies. DO NOT USE FRAGRANCENET. Surprised how a company who is so large cant help a customer out with a small refund. But greed runs the world.

  
  

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

  Business Response

  Date: 04/12/2023

  Please note we are in the process of obtaining additional information from the courier with regards to this delivery.  FragranceNet advised customer to report the details of this non-received package to  PayPal so that there is documentation regarding this purchase.  Fragrancenet has issued a refund to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/13/2023

  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:04/10/2023

  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 had purchased a hair product and had bought the wrong product and emailed them to cancel the order. I have not heard back from the email about any updates of canceling so proceeded to call the company. They never picked up after multiple attempts and I am wishing to get a refund on the product. Order # *********

  Business Response

  Date: 04/10/2023

  Please note we have checked our records and we were unable to confirm an email send from the email address we have on file for customer.This order has not shipped from our warehouse and has been cancelled. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/06/2023

  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 have made an order and the order is taking longer than the promissed time frame and would like to cancel it. I attempted to contact the seller but they are not responding. My orders are : ********* and *********

  Business Response

  Date: 04/06/2023

  Our records show that we have received an email from customer with request to cancel order *********. At the time of receiving the cancellation request, the order had already begun, and we were unfortunately, unable to cancel the order. These orders were shipped from our warehouse and is currently in transit with the courier. Orders cannot be called while in transit with the courier. Tracking information has been emailed to customer. Once these packages are received, customer can contact us to obtain return information if these purchases are no longer needed.
  
  Thank you
  Customer Service
  
  
  
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  Customer Answer

  Date: 04/06/2023

  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: According to the tracker sent by the business, the order has not been shipped yet therefore they must cancel it before the order is shipped. I believe they are waiting for the order to ship so I will not be able to cancel it anymore. 

   

  
  

   
  

  Customer Answer

  Date: 04/14/2023

  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 sent and email to proceed with the return and are waiting further instructions. 

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

  Business Response

  Date: 04/14/2023

  Our records show that we have received customers request to return the purchased items.  Email notification has been emailed to customer with instructions regarding returning the product.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/05/2023

  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 purchased two perfumes totaling to $99.20 on 3/5/2023 on this website. Fragrancenet.com has been extremely fraudulent towards trying to purchase simple perfumes. I contacted their customer support twice and was just told to contact the sender/shipper which is TFORCE LOGISTICS. I contacted them four times and just get told to reach out to Fragrancenet.com Customer Support. COMPLETE RUN AROUND. I Have struggled to get through to the Fragrancenet.com Phone line as well.

  Customer Answer

  Date: 04/05/2023

  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.
  
  Sincerely,
  
  ***********************