Complaints
Customer Complaints Summary
- 676 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:12/16/2022
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 placed an order on November 25th, 2022 and have yet to receive my order. I checked the order status and the order was received but has not been shipped. There is no tracking information at all. I tried to call and each time the automated message says to call back during normal business hours and then it hangs up on me. I am calling well-within their stated normal business hours. I have sent an email with no response at all as well. I then tried to cancel my order and it says that the request was declined because they could not process my request. They said to call customer service, which I did again and no response at all. I need a refund of $101.75 for Order #********* made by *************************** on November 25th, 2022. The company has made no response to any of my calls or emails. I will never use this company again and will tell anyone to steer clear of them!Business Response
Date: 12/16/2022
Please accept our apologies for any inconvenience this may have caused. Our records show that this order has been cancelled and the funds will be returned to the original pay method.
Thankyou
Customer ServiceCustomer Answer
Date: 12/19/2022
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:12/16/2022
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 on fragrancenet.com in December 11, today is ***************** 15 and my order still with the next status order received . I dont understand why they say that your order will be shipped to your home in 3 business days if they cant do that. Im so disappointed, if I knew it I would buy in a physical store!Business Response
Date: 12/16/2022
We apologize for the delay with the process of your order. We are experiencing delays at our fulfillment center. Our records show that customer has requested cancellation on this order. The refund has been issued and the funds will be returned to the original pay method.
Thank you
Customer ServiceCustomer Answer
Date: 12/18/2022
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:12/16/2022
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 placed an order on November 27,2022. I am still waiting on my order and it looks to be in the area but not delivered. I have tried multiple times to call and have sent many emails with no response. If the order is lost then I would just like my money refunded. The amount of the order was *****. Or another order sent and delivered by Christmas.Business Response
Date: 12/16/2022
We would like to express our apologies that the package has not been received. We have issued a full refund for this purchase.Refunds typically appear on accounts within 4-7 business days, depending on your bank.
Thank you
Customer ServiceCustomer Answer
Date: 12/19/2022
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:12/15/2022
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 placed an order on December 8th 2022 and my account was charged for an items I have not received. My order number is *********. I have emailed them and no answer of any kind. I called their 800 number waited for one hour then no answer it is disconnected. I cannot believe they have turned into a shady company. They will answer me no product sent but they got my moneyBusiness Response
Date: 12/15/2022
We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department.The products you ordered have arrived at our warehouse location and your order is now processing. It is expected to ship within the next 1-3 days. We apologize for this inconvenience. We are issuing you an additional 15% off this current order.Customer Answer
Date: 12/16/2022
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:12/14/2022
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 tried ordering through their online app. When I pressed finalize payment. The screen froze and I had to refresh the page. When I refreshed the page there was no evidence of any order number being created. I never received any text or email update confirming an order had been created, but I checked my bank account and there is a pending charge for $77.20. I have tried contacting the company to resolve the issue since last Thursday (12/8/22). I have sent several emails and made numerous phone calls to no avail. I am unable to get through to them.Customer Answer
Date: 12/14/2022
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:12/14/2022
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 with this company as I have done many times. They sent me 2 items when I ordered and paid for 3. I have tried calling their listed phone number and keeping error please try your call again. I sent them an email and still got no answer. They owe me well over $50 for the product they did not send and now they are unreachable.Business Response
Date: 12/14/2022
Please note our record show that the missing item was unavailable at the time of processing and a refund has been issued. We have received an email from customer on December 13, 2022, inquiring about the missing item. Our **************** Team has responded on December 13, 2022 and made customer aware of the missing item. Please see correspondence below.
EMAIL HISTORY
******* *****
****************************** * ***** **
****** ** *****
***** *****************
*******************************************************
********
*** **** ** **** ** ** ***** *** *** **** ***** ****** **** *** **** *** *** *** *** ** * **** * **** ** ***** ********* *** *** ** ****** **** **** ** **** ******** ******* **** ** *** *** ** *** **** *** ** **** ** ***** *******
*******************************************************
***** ***** *******
**** ***** ******
***** ******* *********
***** ******* **********
******** ******** ******
****** ***** ******
***** *** ************************
******** *****
************************************* * ***** **
** ******* ** **** **************** *******
***** *** *** ********** **************
***** *********
** ****** ** *** ***** ** ******** ** ***** *** **** **** **** *** ***** *** ** ** *** ** ***** *** *** ******** ** ******** ** *****
****** ******* ** ***** ** *** **** ******* ***********
Thank you,
Fragrance.com
****************
************************
************ (international)
Trusted Online Since ****, Over ****** Genuine Brand Name Fragrances, Skincare,Haircare, Candles, Aromatherapy & more...Initial Complaint
Date:12/13/2022
Type:Customer Service 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 ordered a product on 12/8/22. My credit card was charged immediately but I did not receive an email acknowledgement of my order with the order#. I have followed up multiple times by phone and consistently get an error message and unable to speak with anyone. I have emailed multiple times and have not received a response. The website says you can chat with an agent but there is no chat feature. This is horrible business and I have disputed the charge with my credit card company and will never use this company again.Business Response
Date: 12/13/2022
We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department. We were able to locate the order, number *********. The order was shipped today, December 13th with ****** tracking number ************.Initial Complaint
Date:12/13/2022
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 placed my order on 12/3/22 and the status has been My in the "Your order is in our warehouse" status for days. There is no indication that the item has been sent and no tracking information has been given. Your phone line has been giving an "error 21" message and disconnecting me all day long. I received an email reply stating We are unable to cancel your order at this time since the order fulfillment process has already begun. Please contact us to obtain return information once your package is received. This is unacceptable frustrating customer service. SInce the order hasn't shipped you should be able to cancel the order.Business Response
Date: 12/13/2022
We would like to begin with our apologies for the initial delay with the process of the order and for any inconvenience this may have caused. Our records show that this order has shipped and is currently in transit with the courier for delivery. If the order is no longer needed, we ask that customer contact us once received to request return information.
Thank you
Customer ServiceCustomer Answer
Date: 12/14/2022
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:12/13/2022
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.
Nov 25th order # ********* we waited for the first item due to it being a birthday gift, we received one of the items 14 days later site says if delivered in *** by a certain time you will receive it within their timetable then they say it's out of stock over 14 days of waiting for such item. I just went to their website again it's right there to order again with Big Discount how can that be if they tell me, "it's out of STOCK" Just plain wrong. IT WAS A BIRTHDAY GIFT now it's late and I still don't have it. SWITCH and BAIT. I would Never have Ordered the other perfume if I had known out of stock for the ONE I wanted.. JUST WRONG on so many levels. If out of stock then they shouldn't be allowed to sell it, take our money first even if out of stock, once out of stock it should be labeled that way, too many reviews I read says the same thing, something is wrong with this practice of selling to the public on line, ***** ANSWERS THE ***** , always say's Error then hangs up. Please Help with Switch and Bate, Thank You, All I wanted was my Obession Womens perfume for my friends birthday gift, then I get this headacheBusiness Response
Date: 12/13/2022
We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department. We have processed a new order for the item in question free of charge. Once shipped, the customer will be emailed a new tracking number.Customer Answer
Date: 12/19/2022
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:12/13/2022
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 think this business may be a scam. I placed an order November 27th and have not received any updates since then other than NUMEROUS marketing emails. I've called the customer service number listed several times but cannot get through. The machine says to try again during business hours but every time I've called has been midday EST. I've also emailed several times and cannot reach anyone. This does not appear to be a real business, just a scam to take your money onlineBusiness Response
Date: 12/13/2022
We apologize for this inconvenience. There was a slight delay in receiving the products to our warehouse location and the delay was longer than expected. We are issuing you an additional 15% off this current order. The order is now processing and should be shipped within the next 1-3 business days.Customer Answer
Date: 12/14/2022
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:The business' phone number still doesn't work nor have they replied to any of my emails. Additionally, they did not specify how the discount would be applied. It's been a day since they sent the response and the order still has not shipped. No legitimate business operates with a broken phone number, ignoring customer emails, and quoting 3-5 days for an order that takes 2+ weeks. A 15% discount is not enough to make up for this shady behavior.
**************************
Business Response
Date: 12/14/2022
We would like to express our apologies for any inconvenience while attempting to contact our **************************** Due to the volume of the busy holiday season, we are experiencing higher than normal call volume. The processing and fulfillment delays are unexpected, and we do apologize for this experience. The additional 15% discount was applied as a refund and the funds will be returned to the original payment method. Refunds typically appear on accounts within 4-7 business days depending on the bank. We do value your business and understand your frustration and dissatisfaction, however, we are comfortable with the level of compensation provided. As mentioned previously, we are anticipating this order to ship within 1-3 business days. Email notification will be sent once the order ships from our warehouse.
Thank you
Customer ServiceCustomer Answer
Date: 12/16/2022
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. I understand that the holidays are an exceptionally busy time for retail businesses and hope that the order will be resolved shortly.
Sincerely,
**************************
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