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:05/14/2025
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.
My girlfriend surprised me for my birthday with 2 colognes that i love. She said they were supposed to be delivered on 4/26/2025 however we did not receive anything. I reached out to fragrancenet multiple times to which we received no response. Finally I received an email basically telling me it looks like it was delivered so it must have been and they cannot do anything for us. I am not sure what to do but I can't have this company take money from my girlfriend without even receiving my gift. Please help.Business Response
Date: 05/14/2025
In response to your inquiry, we sincerely apologize for the experience that you have had and that your order has not been received. We have issued a full refund to the method of payment on file and opened a claim with the courier regarding the misdelivery. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you for bringing this to our attention.Initial Complaint
Date:05/14/2025
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.
I purchased a skin repair kit from them on March 12th. I am an acupuncturist and use it to provide treatment services to clients in my clinic. However, after receiving the product (around March 18th), I found that the product had expired for more than a year and had serious quality problems. I then emailed them saying that I needed to return the product and asked for a return label, but they refused to provide a return label. I can't pay for the international postage to return it to ***************** myself, because the product they sold me was expired and it was the seller's fault. I need a full refundBusiness Response
Date: 05/14/2025
In response to your inquiry, we sincerely apologize for the experience that you have had and that an expired item was sent to you. We have issued a full refund for the order and will not require the item to be returned at this time. The issue has been escalated to the appropriate division for review. We apologize for any inconvenience caused; A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.Initial Complaint
Date:05/06/2025
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.
I've got an issue with my order, number # *********.The tracking information from **** says it was delivered and left at my front door or porch. The problem is, it's not there. I've looked all around, and it's definitely missing.I tried to get in touch with you guys about this. First, I tried the live chat on your site. I was waiting to connect, but after a bit, I refreshed the page, and the chat option completely disappeared, so that didn't work.Then, I tried calling customer service. I got put on hold and was waiting for a really long time, longer than I could stay on the line, so I had to hang up before talking to anyone.Honestly, I'm really upset about this. I spent so much money on this order, and now it's just nowhere to be found, despite the delivery confirmation. It's incredibly frustrating that I can't get my items or even reach someone to help after trying multiple ways.Business Response
Date: 05/06/2025
Please allow us to express our apologies for the non-received package and for any inconvenience this may have caused. Since customer has not received their package, we have issued a full refund to the original pay method. Refunds typically appear on accounts within 3-5 business days.
Thank you
Customer ServiceInitial Complaint
Date:05/06/2025
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.
Order date: 04/08/2025 Order amount: $121.53 Order #: ********* I returned two Items with the *** form:#1. Babor mineral powder foundation Item#: ****** #2. Stila stay All day Foundation Concealer Item#: ****** They sent me a refund for a item that I did NOT return, which they claim was, ********* ***** Visible Difference Moisture Cream **** Complex and they refunded my account with $17.55 The 2 items, listed above, that I returned cost total $49.49. I asked them 3 times via email to their customer service to refund me for the items I returned, but the **************** continued to reply via email, stating that their returns department said it received only the 1 jar of cream. I included the *** receipt in the return box and circled those 2 items I was returning to avoid confusion. I made sure to include the *** inside the box along with the 2 items. There is no way they could confuse the items. The cream they claim I returned is here with me. I returned two items in their retail packaging and put them in a sturdy box & padded the items for shipping. I have also attached a picture of the items I kept from the order. I attached a 2nd picture showing the entire order, and I circled the items that I was returning for refund in red pen.Customer Answer
Date: 05/06/2025
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:04/28/2025
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 8am on 4/24 Paid for overnight shipping to arrive on 4/25 Never arrived Can't get tracking infoBusiness Response
Date: 04/28/2025
In response to your inquiry, we sincerely apologize for the delay in shipping your order. One of the items ordered was transferred in from a different warehouse; the order was shipped on April 28, 2025. We have issued a refund for the express shipping cost, as well as an additional 10% refund for the order due to the inconvenience. The tracking information was emailed to the email address on file on April 28, 2025, at 2:30 PM EST. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.Customer Answer
Date: 04/29/2025
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 appreciate your help
Sincerely,
****** *****
Initial Complaint
Date:04/21/2025
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 am filing this complaint regarding a recent purchase I made from FragranceNet.com involving a perfume that I strongly believe is not authentic. I purchased the item in good faith, trusting the companys claims of selling 100% genuine fragrances. However, upon receiving and testing the product, it became clearthrough scent comparison, color, duration, and overall qualitythat the item is not authentic.Following this, I made multiple attempts to contact FragranceNet.com to address the issue and request assistance. I submitted emails through their website and customer service channels but have received no response. There appears to be no other reliable way to reach a representative, and the company has not acknowledged or addressed my concern in any way.Desired Resolution:I am requesting a full refund for the purchase and that FragranceNet.com investigate the issue of product authenticity. Furthermore, I believe the company should improve its customer service response channels so that customers with legitimate concerns can receive timely assistance.Business Response
Date: 04/23/2025
In response to your inquiry, we apologize that you are not satisfied with your order. Please note, we received an email regarding the authenticity of the item and issued an email response on April 9, 2025; we apologize that you did not receive our response. You can be assured that all our products are 100% authentic and stored according to the manufacturer's guidelines. We only carry genuine designer brand-name perfumes, colognes, haircare, skincare, and beauty products. Absolutely no imitations or knockoffs. We have issued an ***, return instructions as well as a return shipping label to the email address on file so you may return the item. A full refund will be issued upon receipt of the returned item. We thank you for bringing this to our attention.Customer Answer
Date: 04/24/2025
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:04/14/2025
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 am extremely disappointed with my recent experience with Fragrancenet. I placed a significant order (#[**********) worth $503, which was supposed to be a signed delivery via UPS.However, *** delivered the package to my neighbor's house without any verification of the recipient. I had to search around my building to locate ***** my dismay, when I finally retrieved the package, it was an empty box! The fragrances I ordered were missing, and the packaging was in poor condition. This is completely unacceptable for such a high-value order. I expect ************ to take responsibility for this mishandling and missing items.The customer service team just keeps on repeating that the order had been signed for, there is no signature instead just a printed name which wasn't even verified upon delivery of a higher order value items.Additionally, I received the delivery confirmation almost 4 hours after delivery, infact 2 hours even after I submitted a complaint. This shows the inconsistencies in the system as well.Customer Answer
Date: 04/14/2025
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 able to work this out with the carrier and I really thank BBB for helping me out here
Sincerely,
******* *****
Initial Complaint
Date:04/14/2025
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.
I paid a total of $80.87 cent to ************* in exchange for Versace Eros perfume + 2-3 day shipping and instead when the box was delivered to my house i opened the box up and nothing was inside except papers with order numbers and other perfume sample strips but not the cologne that I ordered.Business Response
Date: 04/14/2025
Please allow us to begin with our apologies for the non-received package. Our records show that a replacement package has been processed per customers request.
Thank you
Customer ServiceInitial Complaint
Date:04/13/2025
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.
I placed an order. According to the order update, it has been shipped. However, when I check the tracking number, it says the item hasnt been received by **** I had this issue once before and they never mailed the item.Business Response
Date: 04/14/2025
Please allow us to express our apologies for the non-received package. Since this package has not been received, we have issued a refund to customers account for this purchase.
Thank you
Customer ServiceInitial Complaint
Date:04/11/2025
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.
A delivery error concerning my order, #*********. The *** tracking information indicates that the order has been delivered and left at a residential location, received by "lockers."However, there are absolutely no lockers located within my apartment complex. It is highly probable that *** has mistakenly delivered my package to a neighboring building that I have no access to and which is not even my correct address. This constitutes a major delivery error on the part of ****I have made multiple attempts to contact FragranceNet customer support both live chat and phone, but have been unable to reach anyone. This lack of communication is adding to my frustration and concern regarding the whereabouts of my order.I request your immediate intervention to resolve this issue.Business Response
Date: 04/11/2025
Please accept our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to your pay method for this purchase. Refunds typically appear on accounts within 3-5 business days.
Thank you
Customer Service
FragranceNet.com, Inc is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.