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:04/11/2025

  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 am writing to file a complaint against ************ regarding my recent order (#*********), which I have not received. Despite contacting the company through email to report the issue, I was met with a disappointing and unhelpful response.Rather than investigating or attempting to resolve the matter, ************ advised me to file a dispute with my bank. I find it highly concerning that a company would shift the burden of resolving a missing or potentially stolen order onto the customer, instead of taking responsibility and addressing the problem directly.This approach not only creates unnecessary inconvenience, but it also raises questions about the company's commitment to customer service and accountability. I believe it is unacceptable to make customers go through additional steps such as initiating a chargeback just to recover money for a product they never received.This experience has been extremely frustrating, and I am seeking assistance from the BBB in urging FragranceNet to take appropriate action to resolve this issue

  Business Response

  Date: 04/14/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. Our records show that we have advised customer to reach out to their payment provider regarding this purchase. Our ***************** has advised this as the best course of action to remedy this matter.  We have received multiple claims of non-received packages, and we need for our Credit Team and customers payment provider, to work to reach resolution.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/15/2025

  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:

  FragranceNet has stated that they have received multiple non-received packages but this was my first time ordering from this business. As a business that holds their reputation in selling fragrance to their customers, they should be held responsible for packages that the consumers did not receive. I expect that the business will in good faith refund me for this order. Thank you

  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/16/2025

  As a one- time courtesy, we will issue a refund to customer for the non-received package.
  Thank you
  Customer Service

  Customer Answer

  Date: 04/18/2025

  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:04/02/2025

  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.

  Dear Better Business Bureau,I am writing to report a potential issue with FragranceNet.com regarding an undelivered order and unclear business practices that may mislead consumers. My concern is not to accuse but to highlight a pattern that could affect other customers.On March 12, 2025, I placed an order for a perfume (Order #*********). The package cleared customs in ***********, **, on March 17, yet it was never delivered. I repeatedly contacted FragranceNet.com via email (March 27 & 31) and social media. After initially being ignored, I was told to wait until April 2. Upon following up, I was informed my package was lost, and a refund was issued.While I appreciate the refund, this situation raises concerns:Where do these lost packages go? If a product clears customs under a consumers name but never reaches them, is it reclaimed or resold?Delayed refunds: Holding customer funds for weeks while packages disappear could be unfair if repeated frequently.Lack of transparency: If these losses happen regularly, consumers deserve clearer policies on how missing shipments are handled.I request BBB to review whether other consumers have reported similar issues and encourage FragranceNet.com to improve transparency, response times, and handling of lost packages. If my situation is isolated, I accept the refund as resolution, but if this is a pattern, it may warrant further scrutiny.Thank you for your time.

  Business Response

  Date: 04/03/2025

   In response to your inquiry, we apologize that your order was deemed lost by the courier. A full refund was issued to the method of payment on file on April 2, 2025. Please be advised that when a package is considered lost by the courier, we file a claim to attempt to find our further information regarding the reason the package is unable to be located; however, the information received from the courier is the only information available to us once the claim is filed. We can assure you that we do take these concerns very seriously, and this is not a common or ongoing issue; however, sometimes packages do become lost. When this happens, we are always willing to offer a full refund or a reshipment while we further investigate.  We have escalated the issue to the courier in an attempt to collect further information. We apologize for the inconvenience. 
  
  

  Customer Answer

  Date: 04/04/2025

  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 company is lying, and that's the problem. They didn't offer to send me new products. They reimbursed me. They extorted my money for 1 month, the product cleared from customs in my name became legal in ******. They didn't offer to send me new products, why are they lying? Somethings are illegal here, you can see. Thak you. 

  **** *****
  
  
  
  
   
  

  Business Response

  Date: 04/15/2025

  Please allow us to offer our apologies for the non-received package and for any inconvenience this may has caused. Our records show that customer was assured that we are taking the proper steps with the delivering courier, regarding the lost/mis-routed package. Our commitment is to offer quality service to our customers and to offer assistance with their purchases. Our records indicate that a full refund has been issued to the original payment method.  Refunds are issued when orders are not successfully received.  We apologize that customer is not satisfied with this level of compensation. Customer may replace their order at their earliest convenience, if the item is still needed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/20/2025

  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 issue is not about the product being lost. Instead of sending a replacement, they issued a refund without even responding to my inquiry. My question is this: why wasnt a new product sent to me?
  How many products in 2024 were reportedly lost within ****** after being cleared through customs under customers names? How many Canadians were disregarded and left in this situation, and how many were simply refunded for items claimed to be lost?
  Is it possible that these supposedly lost products are being resold within ******? Has the company reported this issue to ************************? Is there a system in place that operates in this way?
  Why do products that reach the final distribution center in *********** go missing there?
  The real concern is not personalits about how many Canadians are being affected in this way. Is it possible that this is being done regularly and systematically?
  
  

  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:03/31/2025

  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.

  Date of Order: March 26, 2025 Order Number: ********* Tracking Number: ********************** On March 17, 2025, I placed an order for a cologne through FragranceNet.com, Inc's website and received an order confirmation the same day. On March 19, I was provided with a **** tracking number the following day, but when I checked the status, it only showed Shipping Label Created, **** Awaiting Item.A week later, the tracking information had not changed, indicating that the package had never been received by ****. I emailed the company to inquire about my order but received no response. Three days later, after still hearing nothing, I attempted to contact them again through three different methods on their website. Despite multiple attempts, I have yet to receive any response, update, or ************* of March 31, 2025, my order has not been shipped, and I have not been issued a refund. The companys failure to communicate or address this issue demonstrates extremely poor customer service.I am requesting either immediate shipment of my order or a full refund, including any shipping costs. If this matter is not resolved promptly, I will consider further action to ensure accountability.I urge FragranceNet.com, Inc to address this complaint and improve its customer service practices to prevent similar issues for future customers.Desired Resolution: Full refund $18.39 or immediate shipment of my order.

  Business Response

  Date: 04/01/2025

  Please allow us to begin with our sincerest apologies for the delayed response to customers issue and for any inconvenience this may have caused. Our records show that tracking information stalled while in transit with courier. We have received contact from customer and a replacement has been processed and shipped. Customer will receive updated tracking details via email.
  Thank you
  Customer Service

• Initial Complaint

  Date:03/27/2025

  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.

  Hello i am writing about my order ********* i have placed my order and mentioned delivery address to be delivered to *********** however they have delivered my order to ***********, ** this is on the opposite side of the world and huge mistake. Support does not assist me and tells me to get lost, very rude and i feel that i was cheated by this company.

  Business Response

  Date: 03/27/2025

  Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a refund to customer for the non-received package.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/26/2025

  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 Creed Absolu early this year for approximately $340. Once I received my package I noticed the box was tampered with and I immediately contacted fragrance support to report the finds. I was dissatisfied with the service and requested a return label for a refund. Fragrance support emailed the label but realized it was for a purchase that I made late last year for D&G The One! I once again notified fragrance support about the issue and they replied back stating to use the return label that I was provided. Weeks past and I get a refund notification on my phone for approximately $63. I contacted fragrance support AGAIN and they told me the item I returned was accepted and I got my refund. I explained to them that I returned Creed Absolu that was approx $340 using the wrong label that was provided by them and was instructed to use. They stated I returned D&G The One was received and implied I was in the wrong as if I was scamming them. I have all my email communications with them and they refuse to throughly investigate this issue and to accept my short fall!I told the supervisor of the company that Im a firefighter and will provide my department information if needed to show my character, that I am not scamming them and just wanted to have this matter corrected. If this couldnt be resolved I would seek legal matters

  Business Response

  Date: 03/27/2025

  Please allow us to begin with our apologies for this experience and for any inconvenience this has caused. We have issued a refund to customers pay method for this purchase. Refunds typically appear on the account within 3-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/26/2025

  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 had a very disappointing and frustrating experience with this company. I made a purchase through their website on March 10th, and while the payment was immediately deducted from my bank account, I never received an order confirmation or the product. After reaching out to customer support multiple times via phone and chat, I was told the issue was due to internal system errors and that I would receive a refund within 7 business days.Its now well past that timeframe, and I still havent received my money or any proper update. Most of the responses I get are automated and completely unhelpful. The only time I actually got a reply from a real agent, they shockingly sent me another customers personal information, including their name, address, and tracking detailsan extremely unprofessional and serious breach of privacy.Ive had to provide the same information repeatedly, yet no one takes responsibility or follows through. At this point, I would strongly advise others to avoid this service. If this isnt resolved soon, Ill be forced to take further action.

  Business Response

  Date: 03/28/2025

  In response to your inquiry, we apologize that your order is unable to be located. Please note, if an order confirmation was not received and we are unable to locate an order within our system, it indicates the order was not successfully processed. When you attempt to place an order, a pending authorization will be placed on the payment method; however, if the order is not successful, this will be removed. The information was escalated to our IT department and the authorization now been successfully voided within our system. We sincerely apologize for this error; you may expect to see the pending authorization removed within 2-7 business days, depending on your financial institution. We thank you for bringing this to our attention. 

  Customer Answer

  Date: 03/28/2025

  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:

  This has been going on since 10th of march, the 7 business days has ended already, I contacted the bank, and they informed me that the duration has been extended by you, so you either send me back the money or proceed with the order 

   

  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  In response to your inquiry, we apologize that this issue has been ongoing. Unfortunately, the order was not successfully placed. The pending authorization was successfully voided by our IT department on March 28, 2025. The voided payment can typically take 3-7 business days to appear on your account. We appreciate your patience and apologize for the delay in locating and removing the charge from our system. 

• Initial Complaint

  Date:03/24/2025

  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 for my wife for her birthday, unfortunately it was marked delivered today Sunday March 23 yet, I havent received this order. Im so worried and frustrated I wont be able to surprise my wife in time.Can I get a refund for this order please since I didnt receive what I ordered ??Order *********

  Business Response

  Date: 03/24/2025

  In response to your inquiry, we apologize that your order has not been received. At this time, we ask that you please reach out to your payment provider regarding this transaction due to the number of past claims received similar to this one. Please note, your financial institution will launch an investigation, and we will be happy to cooperate as well as provide any information needed to them in order to resolve the claim as quickly as possible. We appreciate your patience and understanding. 

• Initial Complaint

  Date:03/18/2025

  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.

  Hello I ordered from fragrancenet but did not receive my order, my order number is ********* this is the tracking number that I was provided ****************** it says someone names ******** got it in a city called *********. I did not receive my order someone else got it across the country .

  Business Response

  Date: 03/19/2025

  In response to your inquiry, we apologize that your order has not been received. The tracking information indicates the order was delivered to the shipping address on file and was signed for. At this time, due to prior claims of packages not received, we ask that you please contact your financial institution to work toward a resolution, as we are unable to issue any further refunds at this time. Please note, we are willing to work closely with your financial institution so the issue can be resolved in the best possible way for all parties involved. Thank you. 
  
  

  Customer Answer

  Date: 03/21/2025

  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:

  Check the tracking number it says it was delivered to ******** when I live in ************ ********** across the world .  This is shady stuff and I will tell Amex and show them proof of the delivery if I cant be helped because thats unfair . When the tracking number clearly shows it was delivered across the *** in ******** like I stated . Why am I not being helped . 

  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  In response to your inquiry, we apologize that your order has not been received. At this time, we ask that you please reach out to your payment provider in regard to filing an investigation into the transaction, as *** has confirmed the order was successfully delivered. Due to prior refunds issued in the account, we are unable to process a refund at this time. Please note, your financial institution will contact us directly for all the necessary information required to file a claim on your behalf. We appreciate your patience and understanding.

• Initial Complaint

  Date:03/18/2025

  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.

  Ordered a parfume on the fragrancenet on Wednesday March 13 for the amount of *****USD. I did not receive any confirmation from the website so the next day I emailed them to check if the order was placed. After a few back and forth emails I was told that I will receive a confirmation emails with the shipping details. I did not receive anything. I feel like I was scammed.

  Business Response

  Date: 03/18/2025

  Please note our records that we noticed a typographical error within the customers email address. This misspelled address, was the direct cause for the non- received confirmation email and order email updates. We have updated our records with the correct email address.  This order has shipped, and we will have included the tracking details for this purchase.
  Your tracking number is ***************
  
  You may track your shipment at:
  *****************************************************
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/19/2025

  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:03/18/2025

  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.

  Order ********* Showed as delivered but I never received it. This was a gift for my wife, I needed this badly for tomorrows birthday party!!can I get a refund please Im very upset now

  Business Response

  Date: 03/18/2025

  We would like to begin with our sincerest apologies for the non- received package. We have issued a full refund to customers pay method.
  
  Thank you
  Customer Service