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:03/14/2025

  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.

  Order #: ********* Email: ******************** Date of transaction: 03/05/25 Amount of transaction: $949.94 Item QTY: 2 Supposed delivery date: 03/13/25 Tracking #: ************** On 03/05/25, I placed an order on FragranceNet.com for two colognes, totaling $949.94. That same day, I received a status update stating my package had been shipped (which was a great surprise at the time, as I admired the companys speed). The tracking number provided was *************** marked as REQUIRING a signature (screenshot attached). The checkout screen indicated a reference timeframe of 7-14 business days.On 03/13/25, at 5:37 PM, I received an email from ************ confirming delivery at 4:38 PM; an hour before I was notified. No one rang the doorbell, and per the shipping details, the package should not have been left unattended since a signature was required.I checked outside, and to my disappointment, there was nothing at my doorstep. When I looked up the tracking details on Landmark and AppleExpress, I found that the delivery scan included pictures confirming that the package had been left at my front door contradicting the requirement for a signature. Not only was I unaware of the delivery until an hour after it happened (no doorbell), but the fact that a high-value package was left outside without my knowledge was completely unacceptable. Had I been informed in advance that this would be the case, I would have strongly opposed this method of delivery.On 03/14/25, I contacted ************ for support, but instead of helping, they dismissed my concerns, telling me to file a claim with my bank. This situation reflects Landmarks carelessness and FragranceNets lack of responsibility for the carriers they use.This has been, without a doubt, the worst experience I have ever had with an online retailer. I would have greatly appreciated it if ************ took accountability and actually put in the effort to resolve their customers issues rather than dismissing them.

  Business Response

  Date: 03/31/2025

  We would like to begin with our sincerest apologies for this experience and for the non-received package. In addition, we apologize that the courier did not obtain a signature at the time of delivery.  Our records show that a full refund has been issued to the original pay method. Typically refunds appear on accounts within 3-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/01/2025

  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.

  ************ has remained consistent with their policies and has resolved my concern. Thank you for your cooperation FragranceNet.

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

  
  

• Initial Complaint

  Date:03/12/2025

  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 buy a perfum they given me track number but the company they said I need to call them back cuz they dont have the product so I call and is always busy y tried by email and no answer

  Business Response

  Date: 03/13/2025

  Please note we are unable to locate a recent order in our system for customer. We ask that customer confirm the order number and the verify that they are providing the email address used at the time of purchase.
  
  Thank you
  Customer  Service

• Initial Complaint

  Date:03/12/2025

  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 made a very large order of hair care products during a sale they were running. It was totaled $528.80 on January 29th, 2025, order # ***************'s Date: 2/6/2025 On 02.06.2025 email I received......**** ****** *********** *** *** **** ****** **************** ***** * ************* ******* *** ******* ** **** ******* ** ********* ** ****** ****** ** **** ******* **** *** ****** ****** ****** ***** * ****** ** **** ****** ******** *** ** *** *** *** **** ******* ************ ****** ******* *** ******* ********* **** ******** ****** ** ********************** *** ***** **** ******** ******************************************************************************************** ** *** **** ******* ***** ****** ***** *** ******* ** ******************** ** ******* *** ******** ******* ************* ********************** *** ** **** ** ** **** **** **** *** *** **** ********* **** **** ******** *********** ** *** **** *** ********** ****** **** **** ** ******* ********* ********* **** ***** ****** **** ******* ******** *** *** **** ********* ** ***** ********** *** **************** ********************* ************* ********** in the ** ************ for International Internal Id: ************** {*****************}* This email was sent to ****************** Please add *********************** to your address book to ensure delivery of our emails!I waited from that the 6th until the 10th - nothing came. Called ** and the lady I spoke with told me she would escalate this as it was such a large order and that I would hear back from them. She said I needed to contact ****** (because I used my Amazon card to pay for the order) and tell them they needed to send an email to **. Was told I signed for the box - but I NEVER signed for it as it never came. I have asked to see the signature too but no one could provide it. ****** opened a case but closed it. I reached out to ** twice and they said they couldn't do anything! I don't want a refund, I want my products.

  Business Response

  Date: 03/13/2025

  Please allow us to begin with our sincerest apologies. We have issued a refund to customers original pay method. Refunds typically appear on accounts within 4-7 business days.
  Thank you
  Customer Service

  Customer Answer

  Date: 03/13/2025

  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:03/10/2025

  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 did not receive my order number *********, the tracking number is ******************* It says it was delivered to bridgewater, I will attach the picture here . I was unable to reach anyone on Friday as they had me on hold for over 23 mins and I had to get back to work . Its un acceptable that it was sent to the wrong address. When the address I gave them was ***************** *********************************

  Business Response

  Date: 03/10/2025

  Please note according to the details provided by the courier, the package was delivered to the wrong city and state. We have issued a refund to customers pay method provided for this purchase.
  Thank you
  Customer Service

• Initial Complaint

  Date:03/03/2025

  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 placed an order for A.Bottle of coloand it said it was delivered *** refunded them their money and they had still not answered back through email.Or any type of refund or return of the autumn

  Business Response

  Date: 03/04/2025

  In response to your inquiry, we sincerely apologize that your order had not been received after it was marked delivered by the courier; and we apologize for our delayed response. Our records indicate a reshipment was requested and issued on March 3, 2025 and has shipped from our warehouse. An email has been sent with a new tracking number for the replacement order. We thank you for your patience as we are experiencing a high volume of inquiries at this time; we are working to mitigate delays as much as possible. Thank you. 

• Initial Complaint

  Date:03/03/2025

  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 am writing to report that my order, #*********, was marked as "Delivered, Front Door/Porch" on March 1, 2025, at 12:03 PM by **** tracking. However, I have not received the package.I have made multiple attempts to contact your customer support regarding this issue. I tried to reach you on Saturday and Sunday, but your support was unavailable. I attempted to contact you again on Monday, but was still unable to reach anyone.I am very concerned about the whereabouts of my order and request your immediate assistance in investigating this matter. Please advise on the next steps to be taken to locate my package or provide a resolution.Thank you for your time and attention to this matter.

  Business Response

  Date: 03/05/2025

  In response to your inquiry, we  apologize that your order has not been received and apologize you were unable to reach our customer service department. We have issued a full refund to the method of payment on the order. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.

• Initial Complaint

  Date:03/03/2025

  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 placed an order from Fragrancenet for several items which meant I received free shipping. In this order was the ***** Master X perfume for a promotional amount of $4.99 and I was excited to try it. When my order was ready to ship they removed the perfume telling me that it was not in stock but on the same day I received 3 marketing emails to buy it before it sold out. I feel it was removed because of the price as it was now being sold for $16.99. I tried calling but the *** was just reading from a script and wouldnt let me speak with a manager. I emailed them and they sent me an invalid code and then another code that charged me $14.99 and shipping. I literally feel like they are playing with me and its not funny.All I want is the Money Master X perfume for the $4.99 price that I originally purchased it for and with free shipping because I shouldnt be charged. Is this company unethical?!?

  Business Response

  Date: 03/03/2025

  We would like to express our sincerest apologies to customer, for this experience and for any inconvenience this may have caused. Our records show that the item became out of stock during the fulfillment stage at our warehouse.  We make every attempt to fulfill orders completely, and unfortunately, we fell short of that commitment. Your account has been refunded for the unavailable item and our records show that an agent has provided you with a coupon of higher denomination, has been provided to you. This coupon may be used towards your next online purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/04/2025

  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 first attachment shows the new code they gave that now charges me $14.99 and the second attachment shows that on my original order I was charged $4.99.

  Why did I receive 3 mass marketing emails to hurry up and buy the perfume when they said it was out of stock?!?!?

  Not only is it $10 more than I would have originally paid but I would now have to pay shipping. These facts speak for themselves and back up my complaint. 

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

  
  
  
  
   
  

  Business Response

  Date: 03/04/2025

   In response to your inquiry, we sincerely apologize that the price of the item has changed. The coupon originally used on the order has now expired. However, if you wish to place a new order for the item now that we have received more stock, we are more than happy to match the original price paid for the item. Once a new order has been placed, please contact our customer service and we will manually refund the difference for the pricing discrepancy. The price paid has been noted within the account as well as our offer to meet the previous price paid. We thank you for your feedback. 

  Customer Answer

  Date: 03/06/2025

  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:02/28/2025

  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.

  Hello I called on Monday to ask about my Order: # ********* being delivered since it said it was out for delivery on the prior week on Friday but it wasnt . They told me to wait 2 days because sometimes they dont update their system . I did and now it seem like they shipped my order to the wrong place . My address is ***** ***** *********************************************************** The tracking number ****************** shows that it was delivered to *************** which is not where I put to receive my order , I will attach the proof here

  Business Response

  Date: 03/02/2025

  Please allow us to begin with our apologies for the non-received package. Since this package was not received and delivered to the wrong city and state, we have issued a full refund to the original pay method. Refunds typically appear on accounts within 2-7 business days.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/27/2025

  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 ordered a bottle of Jadore fragrance. It was on sale , therefore I thought I was getting a good deal. I had to open the box to test and it literally has no smell . I think either it is past expiration or water down. I sent a few emails and have yet to get a response.

  Business Response

  Date: 02/28/2025

  Please note our records show customer has already reached out to our Team regarding this item. We have created and sent a prepaid postage return label to customer so that the item may be returned for refund. Upon receipt of the returned item, a refund will be issued to customers pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/27/2025

  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 filing a complaint against ************ due to their failure to deliver my order and their complete lack of response to my attempts to resolve the issue.On February 12, 2025, I placed an order for two fragrances totaling $445.76. According to the tracking information, the package was marked as delivered, but I never received it. As soon as I noticed the issue, I reached out to the company through multiple emails and phone calls, but they have never responded to any of my inquiries. It has now been an extended period without any updates or resolution from their end. I am extremely frustrated with the lack of communication and customer service. I have made several good-faith attempts to contact them, yet I have received no response at all. At this point, I am seeking refund because I am going nowhere with them.

  Business Response

  Date: 02/27/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the customers original pay method. This refund should appear on the account within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/27/2025

  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 have been refunded
  
  Sincerely,
  
  ******* ****