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:02/09/2023

  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.

  Hey so I subscribed to their purpl Lux subscription program back on October 13th 2022. I received my first 2 orders around the 14th as promised but for December I received nothing. I then waited until January 9th 2023 before contacting them about my order and their claim was my card was declined, but my subscription was paid for up to a year so I canceled and requested a prorated refund. I was informed that it would take 3-7 business days. I checked in on January 19th of ************************************************************************************************************************************* ***** hrs. On January 24, ************************************************************************************ ***** hrs. Again, I was told oh we have to submit a ticket to IT. Fast forward to today February 9th after calling and waiting on the phone every day for roughly 45 minutes I finally get an answer and a lady named patonya or something along those lines answers and when I brought up a refund she put me on another ************************************************** that she had to submit a ticket to IT for the 3rd time and that her manager (***) is aware. When I asked to speak with someone who could help me get this resolved she stated no one was there to help. Its like they are not even trying.

  Business Response

  Date: 02/09/2023

  Please allow us to begin with our apologies for the delay with receipt of the refund and for any inconvenience this may have caused. We have reached out to the customer by telephone, this morning and discussed the details regarding this matter.  We are actively working to get this matter resolved and the refund issued to customer. We do understand that this information has been provided to customer previously, however, per our notes, the Manager of the **************** Team, has reached out to customer and will keep the lines of communication open until this matter is resolved.
  
  Thank you
  ****************
  

  Customer Answer

  Date: 02/16/2023

  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. I was updated by *** every step of the way and issue was resolved much more swiftly than before.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2023

  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: 1/12/23 Amount of money: ****** + 20 for next day shipping Business providing: Cologne, specifically 3.4 oz of *********************** Carbon Nature of dispute: Business has charged me for order but refuses to send it Whether or not business has tried to resolve problem: No. Calls go unanswered. Email responses are generic and show no attempt to resolve issue Order number: *********

  Business Response

  Date: 01/23/2023

  Please note our records show that email notification was sent and received, by customer from our Credit Team. Our Credit Team has required additional billing information from customer so that we may continue the process of this order. We ask customer to response to the email that was sent from our Team and confirm that all requested information is provided. In addition, we have issued a refund for the overnight shipping fees since this order has not shipped.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/25/2023

  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 insist that the order is on hold until I provide them with the phone number associated with the card. But I have already sent them this information. Twice. And I got no response vis-a-vis the status of my order. Second, they already charged me for the order. So I have no idea what they are trying to verify. If they had doubts about the validity of my card, they shouldn't have drawn funds from it.
  I have yet to receive a refund for the 20 dollar next day shipping. But why stop at shipping? They should refund the entire amount. Or ship what I paid for.

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

  Business Response

  Date: 01/26/2023

  We would like to continue the process of customers order.Our Credit Team has requested the phone number that corresponds to your Financial Institution. This number is typically located on the back on the credit card. Once this information is received, the order will be released to continue processing and shipping. In addition, the promised refund for the shipping cost, will process once we fully charge the credit card for this purchase. Currently, we are holding the authorization to charge this card.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/23/2023

  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.

  Transaction date:around 12/22/22 Order #: ********* Items delivered late and when they were delivered one bottle was broke. The item was:125990 women beautiful ray de parfumerie spray 2.5 oz I have emailed them numerous times and they respond to send pictures of items. I explained the glass was broke and the perfume was leaked. i received another email stating a refund was issued and I never received it. I responded again asking how long would it take for the refund to be cleared. They then proceeded to say they have to records of the email. I sent them a copy of the email and i have not heard a thing. I have tried to call and they have a message that states they arent answering phones at this time. I have stayed in the email that I would like a supervisor to call me and my refund issued as stated but still no response.

  Business Response

  Date: 01/23/2023

  We would like to first apologize for the condition in which this order was received and for the delay with the advised refund. We checked our records, and our Team was unclear on the exact item that was received damaged. We apologize for the confusion and the misinformation regarding the refund. The funds should appear on the PayPal account within ***** business hours.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/20/2023

  Type:Billing 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.

  Credit card has been charged still tracking number,unable to reach company by phone over 2days now after waiting numerous times the phone

  Business Response

  Date: 01/20/2023

  Please accept our apologies for the delay with the receipt of your order. We were unfortunately, experiencing unexpected delays with fulfillment at our processing facility. This order is currently in transit with the courier. We ask that customer please allow an additional 24 business hours for the courier to update their website to confirm movement on the shipment.  We would like to offer customer an additional 10%discount on their purchase for this inconvenience. The refund will go back to the original payment method.
  
  Thank ***********************

  Customer Answer

  Date: 01/24/2023

  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:01/19/2023

  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.

  11/23/22 I placed an order with FragranceNet.com to buy an expensive hair curler at half price. I was a Christmas gift. Toital cost $*****. I felt fortunate to find this price.11/29/22 FragranceNet charged my credit card $ ***** (They claimed later that they issued me my refund on the day they charged me - one of many varied excuses they have used for not making refund.)12/10/22 I sent an email wondering where my shipment was.12/13/22 FragranceNet replied in an email that they were canceling my order - I did not cancel it. Their email said I would get the refund "in 4-7 days". 01/2/23 I sent an email wondering where the refund was. 01/4/23 FragranceNet replied that they had issued the refund on the day they had charged my credit card. My credit card history proves refund didn't happen then nor has happened since. 01/8/23 I sent them the above history.01/17/23 FragranceNet replied as follows: "This order was placed and canceled on November 29, 2022. Please note that while we did authorize the payment, we never followed through with the charge because the order was cancelled. An authorization is a purchase or withdrawal which has been deducted from your Available Balance but has not yet cleared. Please contact your financial institution for further assistance."01/18/23 FragranceNet emailed me saying they did not cancel the order - I did. That is not true however I replied that it didn't matter who canceled the order - I want my $***** refund. It appears they are playing games and have no intention of refunding my $*****. I am wondering if my credit card company would get involved in this or should I just see what you can do? Thank you, ***********************************

  Business Response

  Date: 01/19/2023

  Please allow us to begin with our apologies for the inconvenience this may have caused and for the misinformation provided. The item originally ordered was not cancelled per customer request, however, cancelled due to the item being unavailable. This order was cancelled, and our records show the refund was successfully issued on November 29, 2022. We will include additional information supporting the refund that customer can confirm this transaction.
  
  Thank you
  Customer Service

   

   

  Customer Answer

  Date: 01/20/2023

  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:01/19/2023

  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 placed an order on Friday January 13,2023 for 2 bottles of perfume that totaled $121.91, when I clicked the button to "submit order" I got an error message, and my cart remained with 2 bottles in the cart. I then got emails asking me to complete my purchase from Fragrancenet.com. I tried calling on Monday and got an outgoing message saying they were "closed for the holiday." I called yesterday and was disconnected almost immediately after selecting to talk to a representative. I called back and selected another option, then sat on hold for over 25 mins. I also emailed. No one responded. Even when I close my browser and reopen the website, my cart still has both items in it. I called again today at 3:15 pm EST and got an outgoing message to call back during normal business hours "M To F 9am to 5pm EST." I believe this is a scam website based on the countless other BBB complaints and want my money back.

  Business Response

  Date: 01/19/2023

  Please accept our sincerest apologies for the unsuccessful order and for any inconvenience this may have caused. We have checked our system and we do not have record of receiving a recently placed order for customer. If there is a pending authorization being held on the account, it will automatically drop from the account. Typically, authorizations are reversed within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/19/2023

  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 ordered perfume in good faith and supplied my credit card number and phone number as well as my address.I have never been turned down for my credit card.I received a notice that my order was on HOLD and when I tried to reach the company I was put on wait with periodic messages telling me to hold. In the meantime I have been bombarded by spam emails from the company. I held on the phone for 30 minutes with no success. All they offer is a recorded message telling me I can cancel the order on line. Why would I want to cancel? Perhaps it is because they have no intention of filling my order.

  Business Response

  Date: 01/19/2023

  Please accept our apologies for the difficulties with attempting to contact us and for any inconvenience this may have caused. Our records indicate that this order is currently on hold awaiting a response to the email sent to customer. Additional verification information has been requested from our Credit Team. We will resend the verification email to customer,and we ask that a response is sent so that the order can be released from hold and continue processing.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/19/2023

  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:

  There is no way I can contact this firm. They do not answer their phone and e-mails go unanswered. I have perfect credit and there is no legitimate reason why my order cannot be shipped. I request that the order be filled immediately. **************** shows that the charged has been registered with them already. 

  ******** **** 

   

  
  
  
  
   
  

  Business Response

  Date: 01/19/2023

  Please note our records indicate that the order has been released and has begun processing.  Email notification will be sent once the order is shipped from our warehouse.

  thank you

  Customer Service

   

   

  Customer Answer

  Date: 01/20/2023

  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:01/18/2023

  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 made an order January and immediately canceled it. But the items was sent to me and Im returning but on their website for returns they need you to contact them via email for an *** number for you to use to make returns. I have written to them countless times to send me the *** number so I can return the items but they havent responded to my countless emails, I have been on the phone for hours and they havent attended to me. I think they are trying to get me to keep an other that I have no reason to keep. I need them to send me the *** number ASAP so I can return the items. Please help me.

  Business Response

  Date: 01/18/2023

  Please accept our apologies for any inconvenience this may have caused. Our records show that we have received customers request to return and a prepaid return label has been emailed. Upon receipt of return, a full refund will be issued to the original pay method.
  
  Thank ***********************

• Initial Complaint

  Date:01/17/2023

  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 with Fragrance.net. The order is #*********. this was around 12/19/2022. The Tracking they gave me showed the order was stuck in one city for days. I was patient about it, due to it being around Christmas time. I had given them my complete address. Then the tracking showed the item was being sent back to sender. No update from fragrance.net as to what happened. I emailed fragrance.net on 01/13/2022. I have not had any kind of email response from them. They have not issued me a refund. Now on my account for the site the order isn't even showing. I do have an email to verify that it was placed though.

  Business Response

  Date: 01/17/2023

  Please accept our apologies for the non-received package.We have issued a full refund to customers original payment method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/17/2023

  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:01/17/2023

  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 was doubled charged and I contacted the company of the situation and still getting no where I purchased through after pay and I have 2 charges for 81 and I should be only charged for 1 order I hope they can resolve my problem there customer service isn't what it should be thank you

  Business Response

  Date: 01/17/2023

  Please accept our apologies for the duplicate Afterpay transaction. We have only received and processed one order for customer. The pending transaction has been voided for $81.27. Customer can confirm this information by logging into their Afterpay account.
  
  Thank you
  Customer Service