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:10/12/2022

  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.

  On September 29 I ordered two Clarins fragrances from Fragrancenet.com. On October 7th I received two items labeled TESTERS (not for sale) of a completely different kind, they read ****** ******* When I contacted the company the same day I received my package, I let them know they made a mistake and sent me something I didn't order. I also asked for an imminent refund due to their mistake and the fact that I'm having surgery in a few hours and won't be able to process a return until fully healed. In addition, in **** we do not have **** or ***** pickup services due to the lack of service we experience in this tiny island. I also sent them pictures of the items they sent me as proof of their error. The company representative who answered my complaint outright refused to process an immediate refund and asked for the erroneous products back first. What is striking in this experience is that Fragrancenet is being allowed to sell products that are labeled testers not for sale and, in addition they're circulating these products without request from the customer, as I never ordered the perfume they sent me. In addition, they don't publish the negative reviews customers leave, as I left two reviews days ago and they don't appear on their website. I don't see how a company that makes use of such unethical business practices is allowed to still be in business.

  Business Response

  Date: 10/13/2022

  Please accept our apologies for receiving the incorrect items from our facility and for any inconvenience this may have caused. We will cancel the return request and issue a refund to the original pay method used for this purchase.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 10/13/2022

  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:10/12/2022

  Type:Service or Repair 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 order from FragranceNet.com on August 30th 2022 with Order number *********. Today October 9th 2022 still haven't received my package. Opened an investigation thru *** and they telling me the Seller is the one who needs to start the claim, and I wonder. How can you, as a seller (FraganceNet), redirect customers to *** to file a claim knowing it is you who needs to open it? Also, I went through Afterpay, my method of payment and, they told me, as a method of payment they can NOT file a dispute. REALLY! I though Afterpay have a Bank and a Dispute team, RIGHT!! Any-who, after they both resolution were a dead end I went Back to FraganceNet, which by the way, their first response was to contacted *** and Afterpay before attempting to resolve the issue with them, and if they couldn't help then FraganceNet will, I did exactly that. Now they're saying based on multiple packages not being delivered to me they can not assist. I believe they got confused, like one of the email, after first contact, stating I need to contact Paypal when I didn't use Paypal to pay them, they mixing customers up. WHAT PACKAGES FraganceNet? First and Last time I order from them. I will make my life a h*** of bad reviews for this guys everywhere online. My 3 fragrances totaling over $800 will NOT go to waste. One last thing, All I want is a replacement OR store credit to place similar order, NOT a refund, I don't need the refund since I'm placing same order. FraganceNet, like my fellow reviewer said here, you really should be ashamed of yourselves for scamming and conning people out of their hard-earned money in this way. I sincerely hope you get sued into oblivion and run out of business. Worst business in the US. My email is *************************** Another last thing. Why will FraganceNet also ask customers to go thru their delivery courier or method of payment when they refuse to be hold accountable when charge backs are filled? WORST WORST WORST COMPANY.

  Business Response

  Date: 10/13/2022

  We apologize that your package has not been received.  We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).

  Customer Answer

  Date: 10/13/2022

  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:10/11/2022

  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 am trying to reach a customer service representative over the phone, Ive called numerous times, and each time Ive called the phone line disconnected after 30 minutes. This company provides their phone number yet refuses to answer calls. I am having a major issue with my order, order *********. I had ordered the ****** Woman in Gold fragrance, and was sent a Dolce and Gabbana fragrance instead. The ****** fragrance was supposed to be a gift, and so this issue has caused me a major inconvenience. I want to return this product and get my money back. It is so shady how you cannot reach anyone. I tried to reach a representative over live chat as well, and after an hour of waiting for a representative nobody had shown up.

  Business Response

  Date: 10/12/2022

  We would like to offer our apologies for receiving the incorrect item and for any inconvenience this may has caused. We have processed a return and we have emailed a prepaid postage return label to customer. Upon receipt of the returned item, a full refund will be issued to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 10/16/2022

  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 item was returned and delivered, yet I have still not been refunded.

   

  ********* ******
  
  
  
  
   
  

  Business Response

  Date: 10/17/2022

  Please note our records show that customers return package has not yet been received by our ******************* According to the information provided by the courier, the package is expected to be received on October 20, 2022. Once the package is received and processed, customer will receive email notification. The link provided below shows transit for return package.
  
  *******************************************************************************************
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair 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.

  ********* is my order number, an this isn't the first time this business has done this to me. I paid for express shipping 1-2 day and here it is over a month later an still haven't received nothing. I'm extremely upset an they could care less an that's if I'm even able to reach someone over the phone cause 9* outta 10 you can't reach anyone. Horrible company dont waste your time

  Business Response

  Date: 10/11/2022

  Please allow us to begin with our sincerest apologies for the delay with receipt of this order. Our records indicate that we have issued a refund for the original shipping charges, for the delay and we have applied an additional 10% discount. According to the information provided by the courier, the package shows delivered on October 11, 2022, at 2:21pm. We ask that customer reach out to us if this package is not received.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 10/12/2022

  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:10/10/2022

  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 was trying to order a perfume from this site and when I got to the check it gave different options to use as payment . Cash App was one of them. I used Cash App and it redirected me to it and i paid the amount $61.74 it took the money right away and then redirected me back to the fragrance site but it just kept spinning never going to the shipping part. So I contacted them and the said they cant find anything , so I explained to them what happened. The said that it would go back on my car in 2 days . I waited it never happened. Then i email them and they said 2-7 days. That never happened. Called them again after waiting for like 25 mins on hold, for the lady to tell me the same thing . I just want my money back.

  Customer Answer

  Date: 10/11/2022

  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:10/10/2022

  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 bought 3 perfumes on July 11, 2022 from this company for a total of $169.89. The company uses ***** as a delivery company. As the days passed and I did not receive the package I checked the ***** tracking number. It said it had been delivered on July 15 2022 in the mail room. We do not have a mailroom, so they should have left it by my door or on the floor by the mailboxes since they are located outside, on the ground floor (I live on a fourth floor). The package was not there and I never received the merchandise.I wrote to the company, called **************************** at least three times. They never answered the calls and never responded to my email explaining what happened to my merchandise. I want my $169.00 dollars back, if you can get it for **** attached the order confirmation I received via email and a screenshot of the amount debited from my checking account.Thank you,****************************************, **.

  Business Response

  Date: 10/11/2022

  We apologize that the customer has not received their package. Our records indicate that we have reached out to customer, via email, offering to send a replacement package. In addition, we asked customer to verify their shipping address prior to sending the replacement package. We have not received a response from customer.  We have issued a refund to the original pay method for this purchase.
  
  Thank you
  ****************
  
  
  
  
  ***** ***********************
  ***** ******* ****** ** **** **** **
  *** ************************
  ******** **************************
  
  Thank you for your most recent FragranceNet.com purchase.
  
  Please allow me to begin with our apologies for the non-received package and for any inconvenience caused while attempting to reach our **************** Team.
  
  We have received your feedback on Trust Pilot and we would like to create a replacement package for you. We ask that you please verify your shipping address and respond to this email at your earliest convenience.
  
  On behalf of myself and FragranceNet.com, I would like to again offer our apologies for this experience. Please contact me at your earliest convenience.
  
  Thank you
  fragranceNet.com
  **************** Manager
  *****************************
  

  Customer Answer

  Date: 10/15/2022

  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 checked my email and I have never received that email from *********************** or from fragancenet, despite of what it shows there. I checked my Inbox, my Trash folder and my spam folder. The email is not there and it has never reached my Inbox.

  Please let me know how to proceed.

  Thanks.

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

  Business Response

  Date: 10/17/2022

  Our records show that a full refund has been issued to customers original pay method.Originally, and email was sent to customer offering a replacement, however,since a response was not received, a refund was issued. Please find the original email attached.
  
  
  
  ***** ***********************
  ***** ******* ****** ** **** **** **
  *** ************************
  ******** **************************
  
  Thank you for your most recent FragranceNet.com purchase.
  
  Please allow me to begin with our apologies for the non-received package and for any inconvenience caused while attempting to reach our **************** Team.
  
  We have received your feedback on Trust Pilot and we would like to create a replacement package for you. We ask that you please verify your shipping address and respond to this email at your earliest convenience.
  
  On behalf of myself and FragranceNet.com, I would like to again offer our apologies for this experience. Please contact me at your earliest convenience.
  
  Thank you
  fragranceNet.com
  **************** Manager
  *****************************

• Initial Complaint

  Date:10/03/2022

  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 bought 2 bottles of perfume online from ***************************** on April 6th 2022 . Order #********* with a total of $149.16. When I got the package. I opened it and it was one bottle broken. I called **************** at ************************ and was on hold for over one hour. I hang up. And I tried to call multiple times but was not successful. I also emailed the email address "*********************", and "****************************". And I never got a reply back to me. I called my credit card *********** to contact FragranceNet. Finally, FraganceNet sent me RMA Issued: #*******. I sent the broken bottle back and showed that they got the return item. Then I called to ************* ********** and this time they answered the phone and said they will make refund back to me $56.79.I checked my money refund on my *********** and PayPal( I purchased through PayPal with my *********** credit card). I did not see any money back. I called ************* (********) again with a long holding, I ended emailed them and they replied back that they sent the money refund back with PayPal on June 7th, 2022. I sent a message to the chatbot with PayPal and they could not find where was the refund. I emailed FraganceNet back again and again to find the refund, but they replied to me the same "Thank you for contacting Fragrance.com. Order #*********. Our records indicate that you have previously contacted us, and your issue has been addressed. If further assistance is required, please contact us again at your earliest convenience. Thank you, Fragrance.com **************** ********************************************************** (international)"As of today, I still do not get my refund because FragranceNet, PayPal, and *********** are not helping to locate my refund.

  Business Response

  Date: 10/03/2022

  Our records indicate we attempted to issue a refund for $56.79. However, the refund failed due to an open dispute on the transaction. We were able to successfully issue the refund in the PayPal portal and the customer should see the refund reflect in there account shortly. 

  Customer Answer

  Date: 10/04/2022

  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. Thank you for helping me solve this problem.

  
  Sincerely,
  
  *********** ************