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:02/25/2025

  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 ordered this cologne around a month ago and it said it delivered about two weeks ago now but I havent gotten anything, and fragrancenet customer support has been no help at all. Ive tried calling, emailing, and chatting all countless rimes but have only gotten one response back telling me that since a return was created on the order they wont look into it?? I never created a return for my order because I never even got it why would I create a return for something I havent received yet that I was planning on keeping?? I would like some help or just a normal response from fragrancenet as theyve been basically ignoring me for weeks.

  Business Response

  Date: 02/25/2025

  Our records indicate this order was successfully delivered to the address provided. If this customer did not receive their order, we suggest they contacting their payment provider and dispute the charge. 

  Customer Answer

  Date: 02/26/2025

  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:

  Whenever a package is delivered to me a picture is taken, which for some reason wasnt taken this time. I was home all day the package was supposed to be delivered and no delivery company delivered anything to me that day, and again, NO PICTURE was taken at all, I even have my ring doorbell footage to prove that nothing was delivered that day. This company is a complete scam Ive never experienced customer service anywhere as horrible as this place, I wouldnt recommend this horrible scam of a company to anyone.  

   

  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 03/17/2025

  Please note we would like to begin with our apologies for the non-received package and for any inconvenience this may have caused. We have issued a refund to customers pay method.
  
  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:02/25/2025

  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 ordered a full 100ML bottle of Gritti Gossip Night from ************* and while I did receive a delivery a couple days later my issue isn't with delivery. When I opened the box I was hoping to find my product ordered but instead and to my shock and disappointment all that was in this box were 2 sample leaflets of 2 other types of perfume that I have no interest in and I definitely would not pay $165.00 for sample leaflets. This isn't a simple mistake. These people at this company are scamming the public consumers. I will never again use this company and I will be sure to read more reviews and check the BBB website from here forward before making online purchases. Had I done that I wouldn't be in this situation now . They do not answer the phone when you try to call nor do they respond when you email them. I have filed a dispute with my bank and I'm sending them back their sample packets if I can get a return label from them because I'm not paying the fees to return free samples but I want them to have back what they thought was acceptable to send me for my $165.00. I do not want a credit or replacement as I see many people have found their products to be "knock offs" or illegitimate. I would appreciate a full refund and not to deal with these people again.

  Business Response

  Date: 02/25/2025

  We apologize for the inconvenience this situation may have caused. We have issued this customer a full refund. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 02/25/2025

  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:

  I have not received the full refund yet that ************ has said they will refund to my bank account so at this time I can't say my complaint is resolved when it's not.  If and when I do receive my full refund I will send a response of satisfaction so this matter can be closed at that time. Currently,  I'm still waiting for the refund so I will wait the 3 to 7 days they've requested for them to furnish my refund and then I'll enter another response.  

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

   

  I did receive a full refund to my account earlier today.  While I am very disappointed that my order and purchase turned out the way it did,  I will say that I'm very satisfied with the quick and almost immediate response and resolution of my complaint.  I made this complaint this morning and it's only been a matter of hours and the full amount of my refund which is the original amount purchased is already back in my account.  I won't be using this site again but I do appreciate the immediate action taken by FragranceNet.com to resolve and satisfy this matter.  

   

   

  Thank you, 

  ******** ******* 

  Complaint ID# ********

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:02/21/2025

  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'm writing because I'm beyond frustrated with my recent order # *********. **** tracking says it was delivered on February 20th at 1:59 pm, right at my front door. Except...it's not there. I've checked everywhere front porch, back porch, bushes, even with my neighbors. Nothing.Honestly, this is ridiculous. I'm really disappointed, especially since I was looking forward to getting my fragrance. I've tried contacting customer service, but it's like pulling teeth! Waiting on hold for an eternity is not my idea of a good time. And the live chat? Forget about it. It's either down or I'm stuck in another endless queue. Who has time for that?I need to know what's going on with my package. Was it misdelivered? Lost? Stolen? I'd appreciate it if someone could actually look into this and get back to me ASAP.

  Business Response

  Date: 02/22/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to customers original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/19/2025

  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 (#*********), which was marked as delivered by **** on February 18, 2025, at 4:07 PM to my front door/porch. However, I never received the package, nor did I receive any real-time delivery notification. I only received an email from FragranceNet at 9 PM PST, stating that my order had been delivered.I checked all surrounding areas thoroughly, and there was no package to be found. It is concerning that **** did not ensure the package was securely placed. Additionally, I have been trying to reach ************ customer support, but either the service is offline, or I am stuck on an indefinite hold with no response.

  Business Response

  Date: 02/19/2025

  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 customer pay method used towards this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/18/2025

  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.

  I palced an order and paid for second day delivery. They have not delivered as of now, their carrier is not responding and Fragrancenet is denying the reimbursement

  Business Response

  Date: 02/18/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this has caused. Our records show that customer spoke with an agent from our Team today February 18th , regarding this delivery.  Our details show customer indicated that they would wait an additional day, for the package to arrive. If the delivery is not received on February 19, 2025, we are willing to offer a refund or reship for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/18/2025

  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:02/14/2025

  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 my order number is *********. I got an email that my order was delivered 2 days ago . The whole day I was unable to find it , I called fragrance net and someone answered me after 16 minutes on hold , they then put me on hold again and told me that my package had been delivered even tho I couldnt find anything , yes I asked my neighbors and everyone I could . They then said to call back yesterday (2/13) so I did so then they checked my tracking number and realized that my pacakage was delivered to somewhere called ********* ********** here is my tracking number *******************. They said they were going to make this right and refund my order and said to wait a couple of minutes then my call went out or they clicked on me . This is very unfair and I want an explanation or my order to be fixed because this not not the experience I wanted . I not receive my order .

  Business Response

  Date: 02/18/2025

  Please accept our apologies for the non-received package.We have issued a refund to the original pay method for this purchase.
  
  Thank ***********************

• Initial Complaint

  Date:02/11/2025

  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 did not receive my order, the tracking information shows it was delivered in **, my address is in **. Fragrance net is claiming the package was picked up from *** with a photo ID (despite the tracking info showing it delivered in a different state than my address) yet refuses to show any proof of this. I did NOT pick up the package. I did NOT receive the package. I just want my items

  Business Response

  Date: 02/11/2025

  Please allow us to express our apologies for this experience and for any inconvenience this may have caused. Our Team has reached out to the delivering courier with efforts of attempting to gain details regarding this delivery. According to the information provided by ***, this package was retrieved from one of *** pick up facility. The courier has assured that packages are only released to the persons name and address, that appears on the package and photo identification is required. We understand that the customer has stated that he did not retrieve the package from the facility. In light of these details, we need to ask that customer take further action with their payment provider regarding this purchase.  Once these actions are taken, our Credit Team will work with the customers payment provider to come to a resolution to this issue.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 02/17/2025

  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:

  Fragrance Net claims the package was picked up with a photo ID from ***, but again fails to show any proof of this whatsoever. The only thing to go off of is the tracking info, and all that shows is that it was delivered in *******. Therefore, I am rejecting this response. If they continue to refuse to resolve this issue, I will be disputing the charge with my bank.

  **** ***
  
  
  
  
   
  

  Business Response

  Date: 02/18/2025

  We have asked customer to please contact their financial institution to report this delivery failure. If a dispute is initiated, customers bank will contact our Credit Team and resolution will be reached through these channels.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/10/2025

  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.

  I am writing to express my extreme frustration and disappointment with my recent order (#*********). According to the proof of delivery from ******, my package was delivered to an address that is either next door or across the street from me, not my correct address.I paid for premium shipping, specifically to ensure that my package would require a signature upon delivery to avoid situations like this. However, it seems that ****** did not follow through with this service, which is incredibly upsetting. I trusted that paying extra for this service would help avoid issues with misdeliveries, but this has caused me a great deal of stress.Furthermore, I have tried multiple times to reach your customer support team, both via phone and live chat, but each time I was put on hold for an unreasonable amount of time without being connected to an actual person. This lack of response only adds to my frustration.I also reached out to my neighbors in case the package was mistakenly delivered to them, but no one has received it. This has been an extremely stressful and inconvenient experience that I should not have to deal with.

  Business Response

  Date: 02/10/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. Just for clarification regarding the delivery service, this package was not sent with signature request at the time of delivery. Since this package has not been received, we have issued a refund to the original pay method used at the time of purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/07/2025

  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.

  Placed this order like I have with so many over the years (longtime customer, albeit different email); originally this was to be sent out by *** and then yesterday when I checked on it again, it has changed and now says OnTrac, with OnTrac tracking# vs ***.Where I live (townhomes) OnTrac/LazyShip/LaserShip adamantly refuses to follow simple package delivery instructions, which is to to leave inside back patio. More specifically, C/O INSIDE BCK PATIO PARCEL BOXwhich I list on the 2nd line address field (like where youd list an apartment number or suite). I do this for two reasons, 1) I am disabled and its not accessible my front door to locate packages. 2) I live among a cluster of townhouses and several other people with young teens, some of whom in the neighborhood are known porch pirates, and have stolen from me before. 3) Its generally not safe to leave packages there and I have discrete signage in that immediate area to not leave deliveries there (for that reason). So, besides making this a permanent part of my address, having discrete signage and personally explaining to this company before all this, they defiantly ignore me and leave the package anywhere they feel like, except for where requested. *** even filed a BBB complaint against them and they do not care.They are the only ones who do this. ***, *****, ****, ******you name it, all get this, but they refuse. So, I have put the word out to anyone I know using them that I will no longer shop with them if they use them, and I get an exception since they wont adhere to this easy request. Its even a shorter walk than where they go now, but dont even realize that. Plus I have an available parking space to pull into for deliveries. Called FragranceNet who was closed, so left sent an email instead. I called back today when I saw they ***** answer it. Ive asked him to place a signature request, if they cant cancel, divert, but please do something. The rep ***** seem to care either no Supv.

  Business Response

  Date: 02/07/2025

  Please allow us to begin with our sincerest apologies for this experience and for any inconvenience this has caused. We have reached out to the courier and requested the package to be returned to sender since we are unable to add a signature on the shipment at this point. Once the courier returns this package and shows in transit back to our facility, we will issue a refund to customers pay method.  Customer can monitor this shipment and contact our **************** Team once the delivery is being returned.
  
  Thank you
  ****************

  Customer Answer

  Date: 02/10/2025

  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:

   

  Originally when I first did not get the package, Id hoped you (FragranceNet) stopped shipment and recalled the package and it was on its way back to you, and if you have? Great! But I dont see why I should have to wait for you to receive something in order to return my money in full. If 1) You already know its on its way, or two, 2) If its missing, lets not drag this out, as this was avoidable, just by attempting to take any action that was never initiated from what I can tell. 
  
  (i.e., 1) I called you all on 2/6, 2) Requested as Supervisor intervene, 3) Asked to have the package recalled, 4) Requested the package canceled if it cant be sent back, then rerouted ANYTHING BUT USE THAT SHIPPER. I told you all what was likely the outcome, because it happens often with these guys! I told you all I would not be responsible if it did. 5) I asked for you to make them require a signature so that this wasnt left, just anywhere and I asked this repeatedly, WELL IN ADVANCE So please, promptly refund my money, unless you can reship and get this to me prior or at least on 2/14/25 via another shipper and never use them when shipping to me ever again.

  
  Please see the message I left first thing this morning for your shipper who has already opened a ticket from prior to shipment on 02/07/25, the day shipment was originally scheduled to arrive. 
  
  
  To Shipper/Added to their Ongoing Ticket, already Established:
  
  
  The information states this package *************** was delivered, yet this package was not received. There is specific instructions on where/how to delivery this package, and it doesnt appear that is where it was left. Not only is it in the 2nd field of the address, but it was again, sent as instructions to reiterate it cannot be left around front, where there is also signage stating the same. It is on you all to figure out where this package is now, and advise the merchant your people made an improper & unsuccessful delivery attempt and lost this package due to not leaving in the secured area repeatedly instructed/advised. 

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

  Business Response

  Date: 02/20/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges youve faced with your recent deliveries, and we appreciate the opportunity to address them. Your accessibility needs are important to us, and we want to ensure that you receive your orders in a secure and convenient manner.
  
  We understand your concerns regarding the Americans with Disabilities Act ***** and your requests for accommodations with deliveries. While we do not have direct control over third-party carriers specific delivery practices, we take your feedback seriously and are committed to advocating for an improved experience on your behalf. We will communicate your concerns to our shipping partners, emphasizing the importance of following delivery instructions to the best of their ability.
  
  As our manager confirmed on 2/10/25, we have processed a full refund for your previous order and provided a $100 gift code as a goodwill gesture. We hope this demonstrates our commitment to customer satisfaction.
  
  At this time, we are unable to offer alternative carrier selections for individual orders, but we are actively evaluating ways to enhance our shipping processes to better serve all of our customers. If theres anything further, we can do to assist you with your upcoming orders, please contact us customer service here and we will do our best to ensure a smooth delivery.
  
  We appreciate your long-standing loyalty and your patience as we work toward improving the overall customer experience.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  

  Again, the only matter really was with concern for the lack of having the ability to choose any other shipper due to the notoriously poor service and lack of care in the past, including 1st delivery attempt, and did not want a repeat of that with the two following. 
  

  We are proud to report that two for two of the last two, were both received and the 2nd of the two will be opened this Friday or Saturday for my spouses birthday. 
  

  We appreciate the gestures made, and I cant say I wont have any concern should we plans future orders and see this shipper selected again, but, it helps that this latest deliveries, were left where they were always intended to be accessible and safe. Hopefully theyll also see and appreciate the convenience themselves and that alone will motivate them to continue.
  

  Lastly, unsure if Ill have other additional purchases in today or not, but if so, Ill keep to just sending a heads up to FragranceNet alone, unless theres any other actual issue againhopefully that wont be the case and this will be a new page for us all coexisting together with OnTrac, whos executive office Ive also been indirect contact with for the 2nd & 3rd shipment  Thank you all!

  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:02/06/2025

  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.

  Im definitely wary of this site. This is my first time using it, and a series of suspicious events have occurred. My order number is *********. My order was marked as delivered a few days ago, but I never received it. When I checked the tracking, I found that the carrier was unfamiliar to me, and there was very little information available about them. Strange. I decided to call ************* customer service, but no one answered. Instead, I was stuck listening to music for nearly 35 minutes with no human response. Strange. Why list a phone number if youre not going to answer calls?"

  Business Response

  Date: 02/07/2025

  Please accept our apologies for the non-received package and for any inconvenience with attempting to contact us. We have issued a refund to the original pay method for this purchase. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service