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:01/17/2023
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 1-11-2023 I paid $15.95 for two day shipping the package hasnt arrived yet I want a refund for my shipping cost since it was not revieced in the guaranteed time I would also like a apology for all the unanswered emails I sentBusiness Response
Date: 01/17/2023
Please note we have issued a refund to customers original pay method for the express shipping charges. In addition, we have record of receiving email from customer as well as our response.
Thank you
Customer ServiceEMAIL HISTORY
Inbound Email
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******* ****** ***** ***** **** ****** ******* ***** **** *********** ********* ********* ******** ************ * *******Initial Complaint
Date:01/13/2023
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 ORDERED ******* ACCENTO OVERDOSE ON 12/06/22 ORDER #********* BUT IT WAS THE WRONG PRODUCT, I REQUESTED A REUTURN LABEL FROM THE COMPANY AND RETURNED THE **** VIA ***** **** SHOWS THE **** WAS RECEIVED BY 12/22/22 IT IS NOW 1/13/22 AND I STILL HAVE NOT RECEIVED A REFUND. THE SAME THING IS NOW HAPPENING WITH ANOTHER OREDER WHICH IS ******* ***** **** WHICH I ORDERED ON 12/13/22 ORDER #********* AND ALSO RETURNED BUT STILL HAVE NOT RECEIVED ANY REFUND OVER $350 JUST GONE , COMPANY HAS NOT ANSWERED THE ***** OR RESPONDED TO ANY EMAILS ALMOST $400 LOST I HAVE A 5 YEAR TRACK RECORD WITH THIS COMPANY BUT IDK WHAT HAS BEEN GOING ON.Customer Answer
Date: 01/13/2023
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:01/12/2023
Type:Sales and Advertising 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.
I placed an order on 12/30/22. Never received a confirmation email. Every time I tried contacting fragrancenet.com to inquire about my order they either never responded to any of my emails or answered my phone calls if I was actually able to get past the automated error 21 that would disconnect every time I called. I requested the order be cancelled as I found another vendor with the same products for a much better price. Then only after filing a dispute with Afterpay, whom I used to pay for the items, did they send a reply saying the order had been shipped already. This was after I requested a cancellation. Now that Im trying to return the items, Im not only unable to get through to someone on their phone line, their own website says my order doesnt exist. *** requested a return via their website but ****** received a reply. I also read that I will have to pay for return shipping which j believe is totally unfair seeing as how they havent had any sort of communication which forced me to go to another vendor. I believe that due to this ridiculousness I this whole ordeal, they should at least pay for the return shipping. These items were meant to be a birthday gift and that didnt happen. The order was placed well before the birthday, but were sent out 11 days after the original date, with absolutely NO communication. Will never use again and will definitely not recommend them to anyoneBusiness Response
Date: 01/12/2023
Please allow us to begin with our apologies for any inconvenience this may have caused. We have sent a prepaid postage return label to customers email address. Upon receipt of returned package, a refund will be issued to customers original payment method.
Thank you
Customer ServiceInitial Complaint
Date:01/12/2023
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.
Ordered perfume on Dec 25th and used a gift card and debit. Have not received the item as of 12 Jan. ******* does not answer emails or calls.Customer Answer
Date: 01/12/2023
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:01/10/2023
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.
Back on 1-4-2023 I ordered one perfume r $100.38. I checked my bank & noticed I had been charged twice for the same amount. I have emailed fragrance.net at least 12 ************ have not attempted to respond to me through email or my phone # that they have!! I did receive the one perfume on 1-6-23. I have my bank disputing the second charge. Now after all the times I have tried to contact them. They sent another email on 1-9-23 that they delivered another perfume. I did not order two. Im not going to accept the second one. It says I need some type of code to return the first one I got, but since I cant get ahold of anyone to get this code. How do I get this code? Im sending everything back & will NEVER deal with this crooked company again & I do expect to be refunded the full amount I paid which was over $200. I want my money back from this CROOKED company!!!!Thank you,*****Business Response
Date: 01/10/2023
Please allow us to begin with our apologies for any inconvenience this may have caused. Our records show that we received order number ********* at 2:57pm on January 6, 2023. At 3:13pm on January 6, 2023, we received another order, order number *********. We have processed and emailed a prepaid return label to customer so the item can be returned for full refund.Upon receipt of return of the package, the refund will be issued to the original pay method. Email notification will be sent to customer once the refund is issued.
Thank you
Customer ServiceInitial Complaint
Date:01/09/2023
Type:Order 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.
I placed an order for 3 perfumes on Jan 6 Fragrancenet.com and received my confirmation and receipt. After that still there is no tracking info and when I call customer service nobody responds to my calls. I tried sending Emails too but no response. I really need my items as soon as poss and its still not been shipped nor tracking info issued !My order number is *********.Please help me with this.Business Response
Date: 01/09/2023
Please note our records show that this order was placed January 5, 2023 and it is processing at our warehouse, for fulfillment and shipping. Once fulfillment is complete and the order ships, email notification will be sent to customers email address on file.
Thank you
Customer ServiceInitial Complaint
Date:01/09/2023
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.
Placed order for Eternity Aftershave. Tracking said it was delivered on 12/24/22 The package was not at my house, my neighbors house or in the mailbox. I reached out to the company by email and I have not received a response. I cannot get anyone on the customer service line. Its continuously disconnects.Business Response
Date: 01/09/2023
Please accept our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund for the non-received package.
Thank you
Customer ServiceInitial Complaint
Date:01/06/2023
Type:Order 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.
I had a subscription to fragrance.net and I canceled it in October. They continue to send me the same fragrance and they charge me. I cant reach them by phone and they havent responded to email. I feel this is the only recourse to stop them from sending this fragrance and charging me.Business Response
Date: 01/07/2023
We apologize for the inconvenience this may have caused and for not being able to contact our customer service department. Our records indicate the subscription service has been cancelled on Friday, September 9th 2022 at 08:35 PM. We have also refunded your month for September as a courtesy. Please allow 3-7 business days for the refund to appear into your account.Initial Complaint
Date:01/06/2023
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 made a purchase from FragranceNet, Order # *********, on Friday, December 30, 2022, which I did receive on Wednesday, January 4, 2023. However, upon receipt of the item I noticed I purchased the incorrect product. I would like to return this item and receive a refund. I attempted several times on January 4 and January 5 to contact FragranceNet using the contact form on their company website regarding this return, but did not receive any emails in response to my submissions. I also attempted to call the company on January 4 using the telephone number listed on the company's website, **************, and was promptly disconnected, despite calling during their stated Monday through Friday, 9am-5pm business hours. I attempted to call again on January 5 and was on hold for more than 20 minutes, before hanging up myself. I found the following telephone number on the Better Business Bureau website, **************, and upon calling the automated service said there was no one available to answer phone calls! The automated service prompted callers to email [email protected], which I did immediately. I have not received a reply to this email. I would like to return this unopened item and receive a full refund. I will be contacting my credit card company regarding this issue and I will not be using FragranceNet.com in the future, nor will I recommend anyone else use this business.Customer Answer
Date: 01/06/2023
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:01/06/2023
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.
Date: 12/25/22 Total spent: ****** The items ordered were supposed to be delivered to my address. The ***** driver did not deliver the items. The delivery driver took a picture of a cup holder and stated the package was delivered. I cannot file a claim with ***** the company has to place the complaint. I have called and emailed Fragancesnet.com on numerous occasions. The company has not responded: no phone calls or emails. I have a monthly membership with this company, so this is not my first time ordering from them. I did not change my address. I requested a refund, but I have not gotten anyone to contact me. I want to file a complaint, so this will not happen to anyone else.Business Response
Date: 01/06/2023
We would like to offer our apologies for the non-received package and any inconvenience this may have caused. Our records indicate that a response to customers email was sent to customer on January 6, 2023. We have issued a full refund to the original pay method.
Thank you
Customer Service
FragranceNet.com, Inc is BBB Accredited.
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