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:03/06/2023

  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 February 26,2023 I placed a order with FragranceNet.com for ****** in perfumes waited a week checked online my order still hasnt been shipped . I called and spoke to a rep who said they didnt know when it would be shipped cause they didnt have my ***** guilty sample . Its been no updates and its almost two weeks and still hasnt been shipped . Im requesting a refund cause I paid for standard shipping 3-5 business days and they dont even have a product or offered me a replacement . Full refund me please .

  Business Response

  Date: 03/06/2023

  Please allow us to offer our apologies for the non- received package and for any inconvenience this may have caused. Per customers request,we have cancelled this order and the funds has been returned to the original pay method. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/06/2023

  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:03/03/2023

  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 bought a massive order from Fragrance Net with 4 full sized perfumes and several sample sizes. I had no issues with 3 out of 4 of the full sized, but the one sprayer has broken after only 20 or so sprays. It appears it has been soldered on as well which makes me uneasy since it seems like it was cut off and potentially filled with something other than the original perfume. FragranceNet is unwilling to talk to me about it since I bought them technically over a year ago. The bare minimum a perfume company should be able to deliver is a perfume that can physically be sprayed. There's literally nothing I can do to get this perfume out now.

  Business Response

  Date: 03/03/2023

  Please allow us to begin with our apologies for the condition in which you have received the item.  Company policy states that customer should contact within 15 days of receipt of the package, to report non- receipt or product issues.  We understand that multiple items were purchased, and the condition of the item may have gone unnoticed. As a courtesy, we will provide customer with an online credit for the cost of the damaged item. Customer may expect to receive this credit redemption code via email.
  

  Thank you

  Customer Service

• Initial Complaint

  Date:02/27/2023

  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 bought and item and it was never delivered to where I told them to deliver it. They sent a picture from the carrier ******* not at my door or in my mailbox with some other peoples packages outside somewhere unknown. I never found or received my package which contained hundreds of dollars of perfumes. I tried to call and email more than 10 times over days and weeks and haven't received any type of response.

  Business Response

  Date: 02/27/2023

  Our records indicate that we have received notice from customer on November 30, 2022, in regards to the non-received package. A full refund was issued to customer on December 19, 2022, for this purchase. We ask that customer please confirm this refund with their banking institution. If this claim is in reference to a more recent purchase, we ask that customer please contact with their FragranceNet order number.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/27/2023

  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:

   

   They rebilled me. This is from my CC statement:

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

   

   

   

   
  

  Customer Answer

  Date: 03/08/2023

  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 rebill was actually Feb 09,2023. I have applied all email and info below. 

  Credit card info and blliing statement ****:

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

  
  

  Business Response

  Date: 03/09/2023

  FragranceNet have taken all possible steps to assist with regards to the additional charge customer is verifying on their account. As previously indicated, our processer service is unable to locate a resent charge with the payment information provided on the original charge. We have reached out to the customer directly via email. We strongly suggest contacting the credit card company to initiate a dispute. This dispute must be initiated by the cardholder as the Merchant is unable to contact their financial institution. We truly apologize for this inconvenience; however, as we believe this is the best course of action since we are unable to locate this charge in our system.

  Thank You

  Customer Service

   

• Initial Complaint

  Date:02/27/2023

  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 a perfume from this company and was very excited. Today I see it was marked as delivered but I never received it. I have been trying to find a way to contact, I cant email as I cant find their email, when I call like them website says it keeps ringing and giving me different prompts never getting anyone on the phone: I would like my order replaced or to receive a refund. This is completely not okay. My order number is *********.

  Business Response

  Date: 02/27/2023

  We would like to offer our apologies for the non-received package. Our records indicate that the courier delivered this package on February 25, 2023. FragranceNet has issued a full refund to customer pay method for this purchase.
  
  Thank you
  Customer Service
  

• Initial Complaint

  Date:02/27/2023

  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 as I have in the past. The delivering Company is called *************,. Who is this company? I have been waiting all day for my Item to be delivered. I called and spoke to 4 different people. I was told my item will be delivered. IT has not been delivered. The website is saying 16 stops before mine. It is now 5P and still no package. This is absolutely ridiculous. I gave instructions for the driver to call me to no avail. I live I. A huge apartment complex,so its easy to miss deliver without the precise instructions. I want a refund and I want my delivered by a reputable reliable company such as ***** or *** or **** no one else.

  Business Response

  Date: 02/27/2023

  Please allow us to begin with our apologies for the non-received package. Our records indicate that the courier has confirmed delivery on February 25, 2023. Since customer has indicated that the package was not received,we have issued a full refund to the original pay method. In addition, our website does not offer the option to select a delivering courier.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/27/2023

  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:02/23/2023

  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 February 4th of this year I made an online purchase at *************.On the 7th, I checked the order status and it stated that the label had been printed. I checked back on the 9th and a delivery exception was attached to the label. I contacted ************* and I was told by the *** that I had to file a claim with ***** to receive a refund due to the fact that the package had already been shipped. I contacted ***** and was told that I had to complete an online claim form. I did so only to receive the message that because the shipper used Smartphone shipping the shipper had to complete the claim. I then contacted customer support and explained the situation. The support team sent me an email stating to give them until the 22nd of February and the issue would be resolved. And to contact them if I haven't received the package or a refund. Today is the 22nd and I haven't received anything. Attached are copies of the correspondence that transpired between myself and *************

  Business Response

  Date: 02/23/2023

  Please accept our apologies for the non-received package and for any inconvenience this may have caused. The courier has not provided us with updated information regarding this shipment. We have issued a full refund to the customers pay method for this purchase. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/03/2023

  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:02/22/2023

  Type:Order 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.

  Company guaranteed delivery within 2 business days and items were not delivered. Despite paying for "premium" shipping my items were sent via a fly by night, no-name third party logistics carrier called "*************" where it appears the package was immediately lost. **************** was difficult to reach, however I did email with two very simple possible resolutions to their error. After following up and unfortunately having to speak of a potentially filing a PayPal dispute, I received an email saying to contact them in a week if I haven't received anything. That is much longer than two business days. I would like to note that at this point that the company's go-to reply of offering a prepaid return label if it arrives, or another shipment/refund after another week are both UNACCEPTABLE. As previously stated I have sent them two other options that I will accept that are extremely reasonable. A simple refund at this point would be fragrancenet getting a free loan from me, and the bank of ***** charges 500% interest per day on loans. I was a regular customer as well as someone who would often recommend fragrancenet across the internet, but after this they will have to surprise me to keep it that way.

  Business Response

  Date: 02/22/2023

  Please allow us to begin with our apologies for the delay with receipt of your order. We apologize that this package was not delivered within the estimated time frame offered on our website.
   Since the package will be received after the committed time frame, a refund has been issued to the original pay method for the shipping fees. According to the information provided by the courier, this package is expected to be delivered today February 22, 2023. As we do value our customers and their commitment to our company, we would like to offer a$15 FragranceNet.com gift certificate that *** be used towards the next FragranceNet online purchase.
  
  Thank you
  Fragrancenet.com
  Customer Service

  Customer Answer

  Date: 02/23/2023

  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. I am pleased to continue going to FragranceNet.com for fragrance purchases as well as continuing to recommend them frequently. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  Order# ********* charged twice for 1 product disputed charge with my bank, nothing they can do I hope they realize what they can do to peoples lives by taking additional finances.

  Business Response

  Date: 02/21/2023

  Please allow us to begin with our apologies for any inconvenience this may have caused. Our records indicate that we received one successfully placed order from customer. FragranceNet is not intending to settle on both pending transactions. The statement provided shows that the bank has not fully charged customer for these pending transactions. Since customer has already initiated a dispute with their Financial Institution, this pending transaction should not process, and the funds will be returned to customer's account.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising 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.

  Hi for valentines I brought a bunch of colognes however a week before I paid for next day delivery which didnt plan out because the order shipped out 4 days later and was out for dealivery a week later however the order was marked delivered by ************* I dont know who that is but we didnt get the perfumes ruined the surprise so I had to go to stores and find Replacement s colognes I call FragranceNet they are telling me to dispute with my card while they investigate I dont understand why that can take up to 4 months for help when I have two charges on my card for almost over 2 thousand dollars for theirs and the replacement I had to buy. I just FragranceNet to help and maybe change their carrier because this is sad poor customer service

  Business Response

  Date: 02/15/2023

  We would like to offer our apologies for the non-received package. According to the details provided by the courier, the package was delivered to the address provided at the time of order. Our Agent spoke with customer today and advised to initiate a dispute with their financial institution regarding the non- received package. Customer indicated that they would reach out to the third-party ****** Affirm for further assistance.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/16/2023

  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: 

   Hi affirm I saying that the dispute with not be found in my favor being that better trucks tracking dont tell me where it was delivered and or who signed for it. I have no proof for affirm to even attempt win dispute. ************ have been ignoring my emails I ask them to understand the situation the address was supposed to have had a West in it but it should not matter with the delivery, also I have pictures of the last point of the truck delivery from better trucks and the street it is on is not my street. I also callled and it seem if they were integrated by customer service. I hope ************ understand it was a gift I really panic and sent to stores and found the perfumes in store and brought them I just lost **** bucks and ************ dont care. There policy state any missing order file claim within 3 day of delivery they decline me hours after I called I question if they even consider the problem in full. Whole experience is bad first my order delayed a week then it was stolen I guess or delivered wrongly 

   
  

  Business Response

  Date: 02/21/2023

  
  Please accept our apologies for this inconvenience. Our records show that we have been corresponding with customer via email, regarding this order. We have issued a refund to customers original pay method for the non-received package. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/14/2023

  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.

  False Advertising, Fake I purchase perfume from FragranceNet.com it is not original product the color of the perfume is almost green should be blue. I tried to contact them by phone over 15 times no one answered. I sent an email as well still haven't heard back.FragranceNet.com, Inc.900 *************************************************** Company promise 100% Genuine Guaranteed All of the products showcased throughout FragranceNet.com are 100% original brand names. We only carry genuine brand name perfumes, colognes and beauty products. Absolutely NO imitations or knock-offs.FragranceNet.com was created in **** to provide consumers worldwide access to the largest selection of genuine designer beauty products at discounts up to 80% off department store prices. FragranceNet.com strives for excellence in selection, discount pricing and superior customer service.Am looking for a full refund including shipping back to company. Please let me know if you need additional information Thank you ********************* s-********************

  Business Response

  Date: 02/14/2023

  We would like to express our sincerest apologies for the condition in which you have received the item. Our records indicate that customer has an extensive ordering history with us, and we are grateful for their patronage. We are more than willing to send a prepaid postage return label to customer so that the damaged item may be returned for full refund. This is not a normal occurrence,and we would like to make our suppliers aware of the condition of the product received. Upon receipt of the returned item, a full refund will be issued to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/15/2023

  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.
  Thank you for your response.  I received an email from FragranceNet they provided a return lable with free shipping.
  
  
  
  No further action is needed.
  
  Thank you
  
  *********************