Complaints
Customer Complaints Summary
- 677 total complaints in the last 3 years.
- 230 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2023
Type:Delivery IssuesStatus: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 ordered some 2 items from Fragrancenet.com towards the end of February (Order #*********). The items were shipped in one package, and was marked as delivered on March 15th, but the package was not delivered to me. I've reached out to FragranceNet.com, and have emailed them and contacted them a couple of times, and they've been no help, and told me to deal with the the shipping company that they used--who have also been no help.It did not have a good first experience with them, and I'd like a resolution as soon as possible, as it's been almost a month nowBusiness Response
Date: 04/04/2023
We apologize that your package has not been received. We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).Customer Answer
Date: 04/09/2023
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:03/30/2023
Type:Service or Repair IssuesStatus: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 the 22nd of February 2023 I spent $76.98 (plus $9.95 shipping) on 2 bottles of perfume. The website says that I should allow an extra ***** days to receive my package, but it is now the 31st of march 2023 and I still have not received my package.I have tried to get in contact with fragrancenet and no one has gotten back to me.Business Response
Date: 03/30/2023
We apologize that you did not receive your order and for the delay. We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).Initial Complaint
Date:03/30/2023
Type:Service or Repair IssuesStatus: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 03/18/23 I ordered 7 bottles of perfume from Fragrancenet.com priced over $500. This was a very big and expensive order for me, but a first time splurge that I was excited to receive. The order shipped with **** Priority Mail and included insurance and signature confirmation. On 03/27/23 the package went out for delivery and that is where everything wrong began. The package was marked as delivered "left with individual" 3/27/23 at 12:19pm and was signed for by someone using the initials A ******* are J D. I immediately reviewed my surveillance footage to see what happened and the package was never delivered. I was expecting 2 packages that day and I have full view video evidence of the delivery person getting out of the truck to deliver the other package I was expecting (not from Fnet) and no attempts to deliver or have a package signed for. I reached out to Fragrancenet.com about the best way to go about resolving this and they immediately shut me down and told me they can't help in any way shape or form. **** told me to resolve the matter with the sender since they insured the package. Fragrancenet.com refuses to address the situation and won't even respond after telling me they can't and won't do anything. Their customer service is awful!Business Response
Date: 03/30/2023
We apologize that your package has not been received. We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).Initial Complaint
Date:03/30/2023
Type:Product IssuesStatus: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 "***** pour un homme", a flagrance I use for 40 years. They shipped a countefeit product. While the packaging looks very original, the smell is entirely different. After raising my concern, customer service does not acknowledge my complaint. I would like a refund of product and shipping cost.Business Response
Date: 03/30/2023
We have issued a full refund for the item. A refund can typically take 3-7 business days to appear into your account. If any return shipping charges were incurred,please send a receipt to **********************Customer Answer
Date: 03/31/2023
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:03/24/2023
Type:Delivery IssuesStatus: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.
Upon contacting fragranceNet with photos of the wrong fragrance sent and alerting them that they sent me a male cologne instead of what I ordered a woman perfume. The only response I received was just to send it back and "no we will send you what you ordered". This doesnt make sense for me to be inconvenienced because of a mistake they made. I smelled like a man as I knew it had a really strong smell to it. I am disappointed with how they handled a mistake they made in my order and I am embarrassed for being around people smelling like a man. Just the lack of concern that they did not send me what I paid for!I want the fragrance I ordered (cool water for women) sent to me.Business Response
Date: 03/27/2023
We apologize your order was received with an incorrect fragrance. We have sent a return postage label to send back the incorrect item. We have processed a replacement for the correct item. Once shipped you will be emailed a new tracking number.Customer Answer
Date: 03/27/2023
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 order was incorrect and was paid for. You sent a wrong fragrance and I would like the correct fragrance sent to me. I should not be inconvenied because of an error you made. Thank you.
*******************************
Business Response
Date: 04/10/2023
Please allow us to begin with our apologies for receiving
the incorrect gender on the purchased item. We have issued a refund for the
item and in addition, we have created and emailed a prepaid return label so
that the incorrect item may be returned.
Thank you
Customer ServiceCustomer Answer
Date: 04/12/2023
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:03/23/2023
Type:Delivery IssuesStatus: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 March 17, 2023 at 2:15pm for *************** Noir Extreme eau de parfum spray 1.7 oz. Item# ******. For a total of $134.53. On March 21, 2023 I received this message from FragranceNet.com "We are pleased to inform you that your order has been delivered. Final delivery was made by OnTrac on 3/21/2023 at 7:34 PM. Your tracking number is ***************." I have not received my order and have no idea where it was actually delivered to. I have been calling FragranceNet.com main phone number throughout the day and have not received a live person to talk to. I went on to their website to try a live chat and no luck. There is no way to contact them directly to talk about orders. At this point, I would like a FULL refund for the item I did not receive.Business Response
Date: 03/23/2023
We apologize that your package has not been received and that you were unable to get in contact with our customer service department. We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).Customer Answer
Date: 03/23/2023
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:03/22/2023
Type:Service or Repair IssuesStatus: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 two orders (********* & *********) on 3/6/2023. On 3/9 I received an email it was delivered. On 3/10 I sent an email to Fragrance net regarding these orders. They responded they opened a claim with their courier and to contact them if I havent received the item by March 17. I again reached out on 03/21 and the refused to help and told me to contact the 3rd party vendor I used to make the payment. Theyre claiming its been delivered. Which my concierge has never received these packages.Business Response
Date: 03/22/2023
We apologize these packages were not delivered and we issued a full refund. A refund can typically take 3-7 business days to appear into your account.Customer Answer
Date: 03/23/2023
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:03/22/2023
Type:Delivery IssuesStatus: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.
Order *********, one bottle of perfume was delivered damaged/broken. Ive reached out to customer service serval times and keep getting messages like the following: Delivery has failed to these recipients or groups:Fragrance Support (*********************)The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.Business Response
Date: 03/22/2023
We apologize for the condition your item arrived. We have issued a full refund for the damaged item. Please allow 3-7 business days for the refund to appear into your account.Initial Complaint
Date:03/21/2023
Type:Product IssuesStatus: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 Saturday, March 11, 2023 - 06:24 PM I I ordered 5 bottles of expensive perfume and cologne. In the order I paid $91.34 for the Armani My Way eau de parfum spray 3 oz *tester 1 x $91.34 = $91.34 *Item# ******. The whole bottle of Armani My way arrived emptied from the bottle being broken and leaked all through the box. I took pictures immediately of the box with wet perfume and the broken bottle. I would like a replacement bottle since I am paying a good amount of money for that specific perfume please. I have continued to call and reach someone for the last 5 hours literally. No answer from anyone. I have sent several emails and no response either.Business Response
Date: 03/21/2023
We apologize for the condition your item arrived. We have issued a full refund since the item is currently out of stock. Please allow 3-7 business days for the refund to appear into your account.Initial Complaint
Date:03/08/2023
Type:Billing IssuesStatus: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.
fragrancenet.com is the worst, they charged my card , never gave me an order number or confirmation. then when I try to follow up they say they need the order number to help me. I sent them proof of them charging my card and the transaction number but they keep sending me the same response, we cant find any info about you or your order- yet somehow know enough about me to charge to my credit card Which means 2 things- they don't read customer's emails because they are scammers and they don't care because they have already charged your credit card.Business Response
Date: 03/08/2023
Please accept our apologies for any inconvenience this may have caused. Our records show that we have been in contact with customer, and we have advised customer that the order placed February 24, 2023, was in our system. Our Credit Team has received a chargeback from the customers bank, disputing this charge. Since we received the chargeback, we have accepted the dispute and the funds has been returned to the customers account. Due to the initiated chargeback, the order was cancelled. This information can be obtained by the customers Financial Institution that initiated the chargeback.
Thank you
Customer ServiceCustomer Answer
Date: 03/15/2023
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 see the merchant claimed to have resolved this complaint- they did not resolve it. They continued to give me the runaround with automated responses to my emails saying they cant help me without an order number. Well, I don't have the order number because they never sent me any confirmation email or order number just charged my card .
***********************
Business Response
Date: 03/16/2023
Our records show that we have received online order number ******** from customer on February 24, 2023. We apologize if customer did not receive confirmation of this order. The order began process in our system however,in the interim, we received a dispute from customers bank regarding this purchase.FragranceNet accepted the dispute, and the funds were returned back to customer's account. Due to the initiated chargeback, the order was cancelled. We truly apologize if the order confirmation was not received. We ask that customer please contact their bank if the funds has not been returned to the account. Please let us know if further assistance is required.
Thank you
Customer Service
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