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:01/03/2023

  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.

  Date of transaction- 12/5/22 Amount of money paid- $69.95 The business committed to provide me with (3) bottles-************* EDT Spray 4 oz Tester. Nature of dispute is: *************.com provided me with ONLY (1) bottle instead of (3) bottles.FrangranceNet.com did not respond to my online email request on its website. Also I tried many times to reach the business # ************** and always received a message that said Message Error. Order # *********

  Business Response

  Date: 01/03/2023

  Please accept our apologies for the missing items and for any inconvenience this may have caused. The item is currently out of stock and we are unable to send the missing items to customer. We have issued a refund for the missing items.  Refunds typically appear on accounts within 3-7 business days depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/25/2023

  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.
  
  Just wanted to inform you that I have received the promised refund from Fragrancenet.com.
  
  Thank you
  
  
  
  *******************;
  
  
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  I ordered perfume online from fragrance net.com on December 13, 2022 for $77.29. When I called yesterday I was given the run around. Spoke to 2 people giving me different offers. When it came time to connect with someone regarding my issue the call dropped. Then they charged my bank account for the offers that I refused. I had to have my account closed due to fraud.

  Business Response

  Date: 01/03/2023

  Please allow us to offer our apologies for any inconvenience this may have caused. Our records show that this order was delivered on December 16, 2022. If this package was not received, we will be more than willing to offer compensation for the none-received package. If there is another issue that needs attention, we ask that customer please provide additional details regarding this matter.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/03/2023

  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 am a repeat customer of ********************** and placed an order on Dec. 13, 2022. I ordered ************* Mens spray cologne 4.2 oz and another ************** spray tester 4.2 oz. for a total of $68.49 which was processed to my credit card that same day. It took quite a long time to receive my order; and I tried to call to inquire about my order, but their **************** line would not answer but direct you to their email. So I emailed them about my order since it said it was in the warehouse for over a week, and I finally received my order a couple days before Christmas. However, when I wrapped it for my nephews Christmas gift, we saw that they sent me the wrong cologne! The packing slip in the box was correct, but they sent me one Hugo **** mens cologne and one ****** ***** Eternity mens cologne. Needless to say, I am extremely angry and upset that they sent me the wrong order, and now I cannot get in touch with them to correct their error. I have been calling constantly, and their **************** line states theyre open until 5:00 pm EST but then just hangs up! I have emailed them numerous times as well and have not received a response. I have asked them when they are going to send me my correct order and to provide me with a date in which to receive it, and there is no response. This is completely unprofessional, and I see several other complaints that people have posted. This type of business practice is unacceptable and FragranceNet not answering their phones and not responding to our emails/complaints just makes it even worse!

  Business Response

  Date: 01/03/2023

  Please allow me to begin with our apologies for receiving the incorrect item within your shipment.  So that we may offer assistance to this matter, we ask that customer please indicate which of the Hugo **** items, was not received.
  
  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 have determined that my complaint has NOT been resolved because:

  I did not receive the Mens *************** 4.2 oz. Tester. Instead I was sent ****** ***** Eternity for Men along with one bottle of Mens ***************. I included pictures of both boxed colognes received with my original complaint. I ordered 2 Mens Hugo **** colognes, one was the 4.2 oz Spray which I did receive, and the other was the 4.2 oz Spray Tester which I did not receive. I would prefer to have the Hugo **** Mens 4.2 oz. Spray Tester sent to me as processed in my original order, as it was a requested Christmas gift for my nephew. However if it is out of stock, then I would like to have it refunded on my credit card since I have already been billed and paid for these items. Thank you! 

  
  

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

  Business Response

  Date: 01/17/2023

  Please note a refund has been issued to customers original payment method for the non-received item. The fragrance is currently not in stock, and a replacement cannot be sent.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/03/2023

  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.

  Its a **** shame that I had to resort to filing a complaint through the bbb just to try and get someone from this company to respond to the issue I have! *** sent numerous emails all of which have gone unanswered and of course when I try to call and speak with someone in customer service lol its a joke because all you get is a recording that says the time their available and even if you call within that time frame YOU STILL GET HUNGUP ON! I have placed an order on dec ************************************************************************************************* missing and of course was never delivered! It states it was delivered on the 16th of dec. I didnt receive a **** thing from FragranceNet. Now before I take this even further and file a dispute with my bank Id like someone to actually contact me so I can be given a ******** story as to why someone I. Your customer service cant respond to emails let alone answer a **** phone call and then I want my money back-considering I went elsewhere and bought the perfume I originally ordered on your website!

  Business Response

  Date: 01/03/2023

  Please accept our apologies for the non-received package and for any inconvenience with attempts of contacting our **************** Team. We have issued a full refund to the original pay method. Refunds typically appear on accounts within 3-7 business days.
  
  Thank you
  ****************

• Initial Complaint

  Date:12/30/2022

  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 placed an order a week ago for which the shipping time claimed I would receive my package in 4 to 7 business days. It has been a week and when I check the status of my order it states that the order has been received and that's it. No tracking info, no updated info nothing. When I called the customer service number during business hours, I was given a message that said to call during business hours; which is what I had done and was currently doing. This website and business is extremely deceptive and a joke! When I requested a cancellation I got a message saying well let you know IF WE CAN cancel the order. I don't know what else to do but I'm not handing money out for free. I want my money and an explanation I feel used and taken advantage of. Furthermore I am worried about my information being available to them. They have all of these facts about security and being well trusted and well known and accredited but this is what they do? I'm livid!!!

  Business Response

  Date: 12/30/2022

  Please accept our apologies for the initial delay with the processing and shipping of your order. Our records show that we have received the customers cancellation request submitted on our website. The order has been cancelled and the funds will be returned to the original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/30/2022

  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 made an order on 12/18 (order #*********). When I tried to check my order status online, I end up with an "error" page. I have had no luck in getting in contact with anyone at fragrancenet either by phone or email. I want to know if my perfume has been shipped. If not, I would like a refund of my money.

  Business Response

  Date: 12/30/2022

  We would like to express our sincerest apologies for the delay with receipt of your order and for any inconvenience this may have caused. We are unfortunately, experiencing unexpected delays at our fulfillment center. Per customers request, we have cancelled this order.
  
  Thank you
  
  Customer Service

  Customer Answer

  Date: 12/30/2022

  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:12/29/2022

  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 placed one order last month for 1 cologne and 1 travel spray subscription, then cancelled my subscription immediately after. It took a week for them to ship my order, and customer service was very ineffective in answering my questions. I did receive my order in the mail and made sure my account status was not subscribed to anything at that time. Then today I get an email that a new ordered was created today - the subscription that I cancelled and made sure was cancelled??? I immediately emailed customer service asking to cancel the order and make sure the subscription is cancelled, and I got a response this afternoon that the subscription was cancelled. I wrote back to make sure the order #********* was indeed cancelled and they responded no it can't be cancelled because it already shipped? I want a refund, the order to be cancelled, and for all my account information and billing information to be deleted from their system. These are incredibly poor, sneaky and dishonest business practices!

  Business Response

  Date: 12/29/2022

  Please accept our apologies for any inconvenience this may have caused. Our records show that we have received your request to cancel your monthly Subscription and in addition, we have refunded the order received in December. Customer will not receive any additional charges on their account.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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: 12/9/2022. I purchased perfume online via my phone to have it sent to my sister-in-law and paid via my **** credit card. I received a text that the perfume could not be sent to an address other than my address and asked if I wanted to cancel the order and I did. The charge was on my credit card and I never received the order from FragrenceNet. I attempted to call and was unable to reach a customer service representative. I would like for FragranceNet to credit my card. ,

  Business Response

  Date: 12/29/2022

  We have checked our records and we were able to locate an order placed on December 9, 2022. This order shipped and shows delivered on December 16, 2022. We do not have record of customer requesting cancellation.If customer would like to return this package for refund, we ask that customer please contact us to obtain return information.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/29/2022

  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 have been so close to buying items but keep coming across shady marketing and advertising.I currently have a coupon code on my cart that says 40% off your order but in reality no additional savings comes off once the items are in the cart or at checkout (see photo). specific items on the site will be advertised as price with coupon but the prices never change with the different promotions / coupons, they just remain the same for months on end - seemingly to mislead customers in thinking there is extra savings when in reality the prices have not changed. I know prices are up to them, but this is an extremely odd, misleading, and confusing way to handle promotions. For example, you will see most items on the site listed with random discounts 33% off, depending on the product (see photo). Which is the discount?! the one listed on the main page with the item (33% off), or the 40% off coupon off the full purchase? And why doesnt the 40% off coupon actually work - why isnt the price adjustment made in the cart or at purchase? Is this just to mislead customers? It also says Sale Ends Today which is just a strait lie. This comes off as extremely shady. Lastly, Now that Ive filed this complaint I see all of the other complaints around not getting order confirmation, not recieving products, etc. - and I am nervous to even move forward with a purchase. If I were to purchase, when would I recieved tracking information and confirmation that my products have shipped? I am concerened seeing so many people not recieving tracking info or products so long after ordering

  Business Response

  Date: 12/29/2022

  Please allow us to apologize for any confusion or inconvenience this may have caused. Coupons offers may appease on our homepage and our customers cam benefit from the advertised discount. Most items are accompanied with our price and  if a discount is offered, the price with coupon is displayed. If a coupon is added to the shipping bag, the discount will be applied to each item. The coupon will show being applied to the purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/30/2022

  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:

  Hello,

   

  Thank you for replying to my complaint. Can you please reply to my concern about when I would receieve order confirmation etc. if I were to make a purchase? Here is the part of my complaint:

  Now that Ive filed this complaint I see all of the other complaints around not getting order confirmation, not recieving products, etc. - and I am nervous to even move forward with a purchase. If I were to purchase, when would I recieved tracking information and confirmation that my products have shipped? I am concerened seeing so many people not recieving tracking info or products so long after ordering

   

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

  Business Response

  Date: 01/03/2023

  Please note once the order is submitted, customers should receive the order confirmation within a few minutes after submission.  Tracking information is sent to customers once the order ships from our warehouse. Email notification is sent to customers confirming the items that were shipped and the tracking number and courier that will be making the delivery.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/29/2022

  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 on-line order with Fragrancenet.com on 12/14 in the amount of $81.34. I received an email from them that their shipper delivered my order on 12/19. The photo they attached is not of the delivery location ( A Federal Building) nor is it my residence, nor is there any box shown that shows any proof any box was from the seller. I have been trying to reach the seller since 12/19 by phone but only get a "System Error" message to call later. I've emailed them with no response, and I even reached out to the shipper who does not return my calls or texts

  Business Response

  Date: 12/29/2022

  Please accept our apologies for not receiving this package. Our records show that a dispute has been initiated with the customers payment provider. Since the dispute is currently active, we are awaiting the details of the resolution from PayPal. In the interim, the customer may decide to drop the dispute and FragranceNet will issue a refund for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2022

  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 have not yet been notified by PayPal that my refund has been issued and I still want my BBB complaint active as they did not respond to my MULTIPLE requests for a response but they immediately responded to the BBB

   

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

  Business Response

  Date: 01/03/2023

  Please note we have reached out to PayPal and we have requested the refund to customer for the non-received package. Customer may confirm this information and verify the refund within 24 business hours.

  
  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,
  
  ***********************