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:01/06/2023

  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.

  I placed my order on 12-31-2022. Order # *********. There is no update on the order status and they have already charged my credit card. I have sent them an email but they have not responded. I have been trying to call their customer service number ************************, but there is a recording that says something like "due to unexpected circumstances, we are unable to answer your call". I would like a full refund as I am not sure what's going on with this company. I am attaching the screenshot from my credit card statement showing the charge of $87.90.

  Business Response

  Date: 01/06/2023

  Please accept or apologies for the non-received package and for any inconvenience with attempting to contact our **************** Team.Our records indicate that the order was received and has shipped from our facility. The order is in transit with the courier and we ask that customer please allow time for courier to update the shipping information on their website.Tracking information has been emailed to customer.
  
  Thank you
  ****************

  Customer Answer

  Date: 01/08/2023

  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: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.

  Hi! I am reaching out to file a complaint in reference to FragranceNet.com. I have been buying fragrances from this company for about a year and a half and although it takes a while to receive the items, they have always delivered. However, a Purpl Lux Subscription order (*********) which I paid for in January 14, 2022 has failed to send me the last 2 items out of the prepaid 12. I tried calling and spent 45 minutes with the background music waiting to talk to a customer service rep to no avail. I tried to chat and that didn't work either. I tried to contact them via email and provided the order info but they have not reached out. Today, January 5, 2023 I called again but this time there is an error (21) on the automated service which hangs up the call every time. I don't mind waiting for my extra for my orders, I don't mind fixable mistakes, however the lack of, or nonexistent communication is a deal breaker for me. I hate to resort to BBB in an attempt to fix a problem that it's easily fixable over the phone. More than a refund, I would like to received the last 2 prepaid items on my Purpl Lux list; if this is not possible then a refund or partial refund would mitigate my frustration with FragranceNet. I hope BBB can help me resolve this issue. ***************************

  Business Response

  Date: 01/06/2023

  We apologize for not receiving the expected Subscription orders and for any inconvenience this may have caused. Our **************** Team will reach out to customer directly with assistance regarding this matter.
  
  Thank you
  ****************

• Initial Complaint

  Date:01/04/2023

  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 purchased multiple bottles of cologne as Christmas presents. I spent over $340 for the total order. I never received the order and when I tried to reach out through email or phone I never get a response. Whenever you call the number is will tell you their is an error and if you do get past that you are on hold and never get to speak with someone. I have called over 10 times throughout this process and I have emailed them multiple times. I was on hold for 5 hours one day before I gave up.

  Business Response

  Date: 01/19/2023

  We would like to offer our apologies for the non-received package and for any inconvenience this may has caused. Our records indicate that our Team has responded to customers email on January 4, 2023. We have issued a full refund to customers payment method for the non-received package.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/04/2023

  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 12/26/22 I placed a order for two items totaling ******. My order was delivered on 1/3/23 and when it arrived both bottles of perfume were broke. I attempted to reach out to customer service via telephone and kept getting disconnected and have emailed and not heard back. I spent 187 with this company and all I want is a refund for the damaged products received.

  Business Response

  Date: 01/04/2023

  Please allow us to begin with our apologies for the condition in which you received your items and for any inconvenience this may have caused. If customer is able to provide images of the damaged items, we ask that they please respond and attach images of the condition of these products prior to offering compensation for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/05/2023

  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 emailed photos directly to the business but I have attached pictures here as well. 

   

  * ********
  

  
  
  
  
   
  

  Business Response

  Date: 01/05/2023

  We have received the images of the damaged items and we have issued a refund to the original pay method for this purchase.
  
  Thank you
  Customer Service

  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:01/04/2023

  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 purchased over $400 worth of cologne from this company. When my package arrived, the order was missing a bottle of expensive cologne. The packing slip did not have the item listed even though I was charged for it and receipted. I called the customer service number and of course no one is available. I then emailed their customer service, sent a message detailing their mistake and even included a photo of the incorrect packing slip. Its been a week with no response from the company, no refund or replacement, and they still have my money.

  Business Response

  Date: 01/04/2023

  Please note our records indicate that the non-received item was unavailable at the time the order shipped. Customer has been refunded for this item. Please see the email sent to customer alerting of the unavailable item and the refund for the unavailable item.
  
  Thank you
  Customer Service

  *To ensure delivery to your inbox (not junk folder), please add *********************** to your address book.
  
  
  
  
  
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• Initial Complaint

  Date:01/04/2023

  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 paid 201$ for an order and they assigned it to *********** keeps saying the business is closed in tracking i assumed they were trying to deliver this to the restaurant outside my building so i called the restaurant and asked them to accept my package. Everyday ***** says the business is closed and when i called the restaurant to confirm if this was delivered or anyone came they said ****** came. I called ***** usps and they said its on the truck and the company has to file a claim with ***** smartpost i keep emailing and calling no response and when i call the number it says system error 22 please try again and hang up my money is gone and i cant get in touch with them to let them know i didnt get the package

  Business Response

  Date: 01/04/2023

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

  Customer Answer

  Date: 01/04/2023

  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:01/04/2023

  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 placed an order on 12/14/22 and have yet to receive it or to make contact with anyone in the company. Im very disappointed and dissatisfied with this company. The tracking number is useless and I have no luck reaching anyone.

  Business Response

  Date: 01/04/2023

  Please accept our apologies for the non-received package.Since the package has not been received, we have issued a refund to customer for this purchase. The refund will be issued to the original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/04/2023

  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 a first time order with fragrancenet.com for 6 perfumes totaling $627.04 on 12/24/22, Order # *********. A confirmation email was sent for amount and items ordered. Email sent by company some days later with tracking info with a better trucks as the courier. I waited for items and then got an email stating item was delivered with a picture of a box left by a wall unrecognizable to me. I have since been waiting on package and attempted to contact company immediately on same day 12/30/22 by phone as well as 12/3/22 and 1/2/23 . I was on hold for over 1 hour on all these calls and no responses to my additional email inquiries on 12/31/22 and 1/2/23. While this company may be legit( as I did receive another order I had placed) , there is absolutely no customer service and quite frustrating. These items were meant to be gifts and now not needed. I just need to be made whole. I just want my refund at this point and someone to get back to me. Please find receipt photos and screen shots of my correspondence attached. Thank you for your help in resolving this matter.

  Business Response

  Date: 01/04/2023

  Please accept our apologies for the non-received package.Since the package was not received, we have issued a refund to customer for this purchase. The funds will be returned to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/05/2023

  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,
  
  ****** 
  
  
  
   
  
  

• Initial Complaint

  Date:01/04/2023

  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.

  Ordered the item on 12/3/22, and charged the following day, item shipped and was "delivered to building front desk 12/13" The only problem is my building does not have a front desk that accepts deliveries. Was not delivered to the proper package room, or my mailbox or my front door. Tried to follow up with customer service on 12/16. On 12/19 received an email asking me to wait until 12/29 for package delivery or follow-up as they were trying to resolve this with the delivery company. Since then they have not responded to 3 follow-up emails and 4 attempts to call the number have left me on hold for more than an hour each time with no one picking up to answer. All I want is my package or my money back in a timely fashion. Any reputable company would have this resolved within days and not weeks.

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:01/04/2023

  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 have requested for a refund of a perfume which was approved by Fragrancenet and they provided me a pre-paid shipping label. I have shipped the perfume back and they have received the perfume and confirmed this by sending me an email on 12/2/2022. Since then I have not received any refund and their customer service email and phone number are erroring out.their CS number: **********************

  Business Response

  Date: 01/04/2023

  Please accept our apologies for the delay with the process of your returned package. We have issued a refund to the original pay method.
  
  Thank you
  Customer Service